Our amazing involved customers - and you can be one too!

As National Scrutiny Week draws to a close, we’re saying a huge thank you to our amazing team of customers who are involved in scrutiny activities to help shape services for the benefit of all our tenants..

Around 200 volunteers participate in scrutiny work such as gathering feedback from other customers, interviewing our service managers, developing surveys, making recommendations for improvement and monitoring the success of action taken.

All our “involved customers” make a valuable contribution to our work, whether they just complete online surveys of interest to them, or are members of the very active customer scrutiny panel which takes a long, hard look at subjects such as how we can reduce the volume of repair recalls and makes recommendations for improvement.

We’ve even put our own customer engagement opportunities under the microscope to find out if what we offered was effective and whether there was more scope for customers to shape outcomes. Raising awareness of customer scrutiny among our customers and staff was one of the recommendations resulting from that review. 

Since April, our busiest involved customers Michael Harris and John Lewis have together donated 71 hours of their free time but there is no minimum time requirement.

“We work hard but we have fun as well,” says Michael of his scrutiny role. “It feels good to have our voice heard right to the very top.”

Our customer scrutiny team holds a virtual drop in session on Microsoft Teams on the first Tuesday of every month where one of the team will be happy to answer any questions about getting involved.

There’s a session next week on Tuesday, 4th August so drop by any time between 10.30am and 12 noon by clicking on this link https://bit.ly/ScrutinyQA

More information can also be found on our website https://www.midlandheart.org.uk/my-home/my-voice/ or just email customerscrutiny@midlandheart.org.uk


31st July 2020 | 2020