This week four members of our Customer Scrutiny Group attended the TPAS Scrutiny Conference in Loughborough. They had a busy but enjoyable day meeting with customers from other housing providers and hearing how scrutiny is being implemented in organisations elsewhere.
Good scrutiny is a true collaboration of customers and employees, using evidence to identify what is working well, what is not so good and finding solutions to make improvements to efficiency, service delivery, value for money and customer satisfaction. As one of the group commented: “it’s not about us and them, it’s more about WE. It’s important to build a relationship with trust and integrity even when we need to challenge.”
The group has returned inspired and enthusiastic about their vital role at GCH. “I was very proud to see we have the basics to become very successful [at scrutiny] at GCH.”
To find out more about getting involved, visit our Scrutiny Group page.