A Resident Panel to challenge Rosebery
We selected our Resident Panel in the summer. Their job is to take a closer look at how we work and to make a real difference to the service that we provide.
Since then, the team has undertaken two training sessions:
- Introduction to scrutiny
- Planning a review
They looked at lots of information – including performance information, survey results and our current promises – to decide what would make the biggest difference.
As satisfaction was so low for customer contact and communication, the team decided this needed to be looked at first. The team couldn’t wait to get going and started to carry out a number of tasks including:
- Observing our customer reception
- Shadowing members of staff and Morrison to learn about what they do
- Speaking to residents to find out how they feel about Rosebery
- Quality checking and mystery shopping
- Interviewing front line staff and the Operations Director
Resident Panel member Paul Thomson shadows
Asset Management Officer Brian Flower
The team looked at the positives, as well as where we aren’t very good and need to improve. Once they’ve finished their investigating, all their findings will be put together in a report with help from Sarah Woodworth, our Resident Involvement Coordinator.
The report will include what they found and give recommendations for improvement. If we don’t do the changes recommended by the Resident Panel, we’ll have to explain why not.
We’ll let you all know what happened next in the Spring Streets Ahead and hopefully you’ll notice the changes when you contact Rosebery.
The team need some more residents to help with mystery shopping, so if you’re interested let us know.