Our resident scrutiny panel has been working hard to review residents’ experience with the repairs service.
The panel meet regularly to look at our performance information and recommend ways for us to improve. They are independent but well-supported by our resident involvement team.
Over six months, the panel reviewed satisfaction and complaints data, spoke to staff, residents and operatives, and conducted desktop research on our website to better understand the repairs service.
The panel’s findings were turned into a set of recommendations and an action plan for change across the business. One key finding was that although, overall, residents were satisfied with the actual repairs service, communication was an area that could be improved so that residents felt more informed on the progress of repairs, especially those that needed more than one visit, and that the use of technology could be reviewed and improved.
Linda is one of our scrutiny panel members and led the review. She shared her thoughts; “It’s been really informative to speak to residents and create a plan for West Kent that represents residents and brings their views to the centre of any changes made."
Jason, another scrutiny panel member reflected on the work; “It’s great that the work we’ve done independently reinforces the ongoing, current, and future plans across West Kent. It highlights the importance and effectiveness of the scrutiny panel, and resident involvement.”
You can read the full report and here - www.westkent.org/your-home/resident-involvement/get-involved/scrutiny-panel/
If you're interested in getting involved, please email us at residentinvolvement@wkha.org.uk or call 01732 749420