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Making Excellence - a Standard Scrutiny Panel Support Packages Enhancing co-regulation, empowering customers.

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Presentation on theme: "Making Excellence - a Standard Scrutiny Panel Support Packages Enhancing co-regulation, empowering customers."— Presentation transcript:

1 Making Excellence - a Standard Scrutiny Panel Support Packages Enhancing co-regulation, empowering customers

2 Making Excellence - a Standard Across the sector associations are training and supporting tenants to scrutinise their performance and support continuous improvement. At QHS we have developed packages that provide third party independent data for tenants to scrutinise about their organisation. Empowering tenants to collect their own data for scrutiny. The Purpose of the package

3 Making Excellence - a Standard What we do QHS will conduct opinion surveys with a sample of tenants over the phone We provide three key areas for surveys, Responsive Repairs, Neighbourhood Management and Value for Money The questions asked in the survey are selected by the scrutiny panel members We will also suggest a core of questions that can be asked to facilitate benchmarking with other associations The results can be fed back instantly on-line, and provided directly to the scrutiny panel chair in whichever format is best for them

4 Making Excellence - a Standard Tenant Involvement Not only do panel members select the questions but the system is flexible and can accommodate panel members conducting research calls themselves, from any location with internet access. Their results can be added to those of the professional independent staff at QHS, who can complete the bulk of calls that will be needed for reliable results.

5 Making Excellence - a Standard Responsive repairs Recommended core of questionnaire (10 questions) On a scale of 1 to 5 from very satisfied through to very dissatisfied, how would you rate the following: How easy it was to report your repair The convenience of the appointment time The time taken before the work started How well the people who did the work identified themselves and explained why they were there The workers for being courteous, patient and helpful The workers leaving your home tidy and in good order The repair being done right first time The overall quality of work Generally how satisfied or dissatisfied you are with the way your landlord deals with repairs and maintenance How likely you would be to recommend your landlord to family or friends This core set of questions will be recommended to all customers to build up a good benchmarking dataset. Then select up to 5 additional questions and the diversity monitoring all included in the price.

6 Making Excellence - a Standard Neighbourhood management Not onl Recommended core of questionnaire (10 questions) On a scale of 1 to 5 from very satisfied through to very dissatisfied, how would you rate the following: How conveniently located is your landlord's local office How easy it is to access the services you require at a time convenient to you by phone, in person or electronically How well your landlord honours promises to call back when messages are left How well does your landlord explain your responsibilities in terms of the behaviour expected of you and action which may be taken if these conditions are broken How easy is it to report incidents of anti-social behaviour How your housing provider deals with anti-social behaviour The opportunity to become involved in regular inspections of your neighbourhood How do you rate your landlord in taking action to deal with issues like graffiti or fly tipping Your neighbourhood as a place to live How likely you would be to recommend your landlord to family or friends In addition to the core set of questions below the neighbourhood problems ranking is included. Then select up to 5 additional questions and the diversity monitoring all included in the price.

7 Making Excellence - a Standard Value for money Recommended core of questionnaire (10 questions) On a scale of 1 to 5 from very satisfied through to very dissatisfied, how would you rate the following: The repairs and maintenance service Keeping residents informed Offering advice and support if you have a problem The overall quality of your home The value for money you get for your rent The overall appearance of your neighbourhood Grounds maintenance (such as grass cutting) in your area The quality of services for which you pay a service charge (e.g. communal area cleaning) The value for money you get for your service charge How likely you would be to recommend your landlord to family or friends In addition to the core set of questions below a ranking of service priorities is included. Then select up to 5 additional questions and the diversity monitoring all included in the price.

8 Making Excellence - a Standard Package costs Number of units Number of calls per month Monthly subscription costs > £ > £ > £ > 10,00080 £442 10,000+ Contact us for a quote Its that simple, and all for a small monthly fee The volume of calls shown below will yield an annual total sufficient to achieve + or – 3% accuracy at 95% confidence. If you pay for an annual subscription you will receive a 10% discount and existing QHS members can benefit from additional discounts.

9 Making Excellence - a Standard Other options QHS have other expertise that your scrutiny panel may wish to use. As a long-standing certification body for service excellence in the housing sector QHS can also offer: physical mystery shopping, telephone accessibility testing and on-site visits with an auditor. All of which can be commissioned by scrutiny panels from QHS for a one-off fee.

10 Making Excellence - a Standard Wendy Clarke Tenant Research Manager Office: Mobile: To find out more about any of our scrutiny packages you can contact me:


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