Meet Atif (Customer Scrutiny Officer)



Have you ever wondered what our Customer Scrutiny Team do? We caught up with Atif to find out more about his role and how the team support customers to have their voice heard.

Can you tell us about your role?

Hi I’m Atif and I’m a Customer Scrutiny officer. I’ve been working at Midland Heart for two and a half years. The Customer Scrutiny Team works with customers to help shape and improve the services we provide.

We’ve recently created a new customer involvement programme called My Voice. My Voice allows us to work closely with customers and give them the opportunity to tell us exactly what changes they would like us make. We then work with other departments to make those changes happen.

Why did you join the Customer Scrutiny team?

Before joining the Customer Scrutiny Team, I worked for a different company and I didn’t feel that I was able to influence the organisation to take customer feedback on board.

In my interview for my current role I was told that I would be able to “represent customers, be the voice of customers and empower customers to shape the way we provide our services”. It was at that moment I knew this was the right role for me.

What do you do on the average day?

There’s no average day in the scrutiny team as the role is so varied.

Some of my duties include attending stakeholder meetings, writing reports, recruiting new customers, visiting schemes, gathering and analysing data, creating surveys, training customers and sometimes being a shoulder to cry on.

We do it all in the customer scrutiny team! It’s great when customers recognise the work we do and see how hard we work to make a difference for them. It makes it all worthwhile.

How does your role positively impact our customers?

Without customers we would not exist. This is why it’s so important to understand what their needs are.

By speaking directly to customers I’m able to figure out the how to best support them and make positive improvements not just for our existing customers but also for customers of the future.

When customers tell me that we’ve helped them to live independently in their homes, I know were going in the right direction.

What’s the most challenging part of your role?

One of the most challenging aspects of the role is gaining the trust of our customers. Sometimes we have to prove that we will actually use their feedback to make changes.

But it’s really rewarding to have those positive conversations and show them that they really can help make a difference.

Why should customers join My Voice?

By joining My Voice, customers will have an opportunity to shape the services we provide and ultimately make us a better landlord.

The Customer Scrutiny Team works closely with lots of other teams across the organisation and we make recommendations on how they can use the feedback that we’ve collected to make improvements within their service area.

Our customers are always at the forefront of my mind and I always go the extra mile to support them. My role is to get their voice heard so I want to understand their needs so that I can amplify their voice and make what matters to them brilliant.

How can I get involved?

We want as many customers as possible to have their voice heard. The more feedback we get, the better your services become. 

Have a look at the Get Involved page to find out more.