Scrutiny Net Presentation Tenant and Customer Engagement in Plus Dane 24 January 2017 Tenant and Customer Engagement in Plus Dane

Customer Engagement Strategy Scrutiny Panel Plus Dane Voices Mystery Shopping/Call Auditors Tenant Board Member Landlord Plus Strategy

Customer and Engagement Strategy Why we needed it . Creates a framework which encourages a diversity of tenants and customers to actively be involved in shaping, improving and scrutinising services Make sure all tenants and customers who want to have the opportunity to have their say Be sure that what we do is outcome led/underpinned by research 3 projects New Team structure

Scrutiny Panel It’s new and different for Plus Dane Co-regulation/Business Improvement process Communication Plan Recruitment Plan Lessons learnt

Plus Dane Voices Database of 600 tenants Tell us what they think of our services and how we can improve them Select from 4 areas of interest Home , Neighbourhood, Customer, Ownership Select method – email, phone, focus group etc Robust procedures for staff

Mystery Shoppers To tell us whether we are meeting our customer standards Developing the approach/communication plan Real time/Call Auditors Incentives Training

Landlord Plus Strategy Prioritise neighbourhoods where we have the largest concentration of homes and where we can evidence need What we are doing Supporting customers into employment, training and enterprise opportunities Improving the health and wellbeing of our customers Supporting the development of resilient neighbourhoods What we have stopped doing Investing in projects & programmes that can’t evidence positive outcomes for tenants Offering grants to community groups for neighbourhood projects Investing in projects and programmes that don’t meet our corporate objectives