Virtual Scrutiny Panel – spotlight on customer complaints

Last year we set up our Virtual Scrutiny Panel (VSP), with the aim of scrutinising our frontline services and offering recommendations for how we could make improvements. They have now completed their first service review, focusing on our customer complaints service, as this was a service area where faster resolution could be improved.

The purpose of their investigation was to:

  • review the volume of complaints received and escalated through the complaints process.
  • identify exactly where the complaints service standards were not being met or failing to meet customer expectations.
  • highlight these issues based on their evidence findings.
  • offer recommendations to help address faster resolution.

The VSP reported their findings to our Board and offered five recommendations, which they believed would help to improve the complaints service provided by us. The Board approved each recommendation and we have now agreed a service improvement plan. A summary of the VSP recommendations and the service improvement plan for customer complaints can be viewed here.

Make your voice heard!

The main role of the VSP is to scrutinise the performance of our customer facing services and offer recommendations for how they can be improved. We are currently looking to recruit more residents to join our VSP, if you are interested in applying and would like more information please contact our Customer Experience Team by using your ‘My Rosebery’ account or email us.

Rosebery Housing Association Limited is a charitable registered society under the Co-operative and Community Benefit Societies Act 2014. Registered No. IP27671R. Registered Provider LH4026.
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