Recommendations update

Since the Together with Tenants recommendations were written by our Scrutiny Team, our Customer Forum has been monitoring progress.

Please see the updates below:

Recommendation Status of this recommendation Action taken
Ensure performance information on the website is up-to-date.
Complete
 Changes have been made to archive older information by year and quarter on the website. Dates have been made clear on the performance page so that you can easily tell if information is in date.
Add timescales to ‘you said, we did’ examples on the website.
Complete
 There will now be quarterly meetings regarding this, and the page will be reviewed every six months.
Use response rates on performance information.
In progress
 A new performance section is being designed by the Communications Team to include response rates.
Share the scrutiny topic selection matrix with the Scrutiny Team.
Complete
 The matrix used by the Customer Forum to select topics for scrutiny review has been shared with the Scrutiny Team.
Publish more performance information in Our Voice magazine.
Complete
 There will be links to the full performance section together with examples of 'you said, we did'
Publish more examples of what we do with customer feedback.
Complete
 There is a new 'how you've made a difference' section published on The Hub. There will also be quarterly meetings between the Customer Experience Officer and the Communications Team to publish more 'you said, we did' examples.
Make the website search box more user friendly. Complete Clearer metadata has been provided to the developer of the website and this will be reviewed three times per year.
Make the annual report and value for money statement more accessible for customers to read.
 		N/A Improvements have already been made to ensure this is user friendly and more accessible on the website than previous editions.
Provide more updates on repairs, maintenance and safety issues in writing.
 		Complete More updates on repairs are sent in writing when there is a need for this. Last year there was an increase in letters to customers regarding repairs due to the increase in important updates. Updates are also shared on the website and social media.
Consider how customers can access the specification and frequency of communal cleaning and grounds maintenance services.
 Complete When the next procurement exercise is carried out for grounds maintenance, this will be implemented within that process.