Project date – November 2025
Project brief
Your feedback told us that you feel a key priority of ours should be to demonstrate that we listen and understand your needs especially where you've told us you have a particular vulnerability. My Scrutiny has been commissioned to explore the current actions and assurances we have in place to deliver this and test their effectiveness.
Recommendations
- Have a process and review of how staff can accommodate tenant communication needs
- Provide clarity on how we review risk alerts and records relating to tenant vulnerability to ensure they are up to date.
- Ensure that all front-line teams have an audit process to ensure staff compliance with the recordings of vulnerability.
- Create a module of education for the importance of tenants updating us when their vulnerabilities change
Action update
We've introduced a new functionality in Northgate to help us record and update information about tenant vulnerabilities. All frontline teams can now access and look after this data.
We've also mapped out all the tenant-facing teams who are responsible for capturing vulnerability information in NEC, our internal system.
Training has been rolled out to all frontline colleagues on how to record vulnerability information in NEC. This include includes key messages on recognising and recording vulnerabilities, as well as collecting tenant demographic information.
So far, we have 97.4% of colleagues who've completed the vulnerability training and e-learning. The training is also part of our Corporate Induction for all new starters.
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