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9

Tenant Inspectors

This group carry out inspections on neighbourhoods, homes,

green spaces and they do mystery shopping too. They help to

highlight issues from a customer perspective and influence

the improvements we make, based on their feedback.

They meet every two months to discuss what they've found,

any changes they've helped to make and what they're looking

at next. The involved tenants schedule inspections for a day

and time that suits them, and they're able to ask staff any

questions they have.

In the last year, the group have done several mystery shop

exercises to ensure the delivery of each service was fair and

consistent for all. They looked into repairs for vulnerable

customers, and then focused on Rent First calls into our

Customer Service team. They also visited some retirement

living schemes to check they were fit for purpose, and

checked the COVID-19 information on our website was clear

and easy to find.

Alan Gouldthorpe, Chair of the group, said: "I joined soon

after I was made redundant at work due to ill health. I wanted

something to do, and I soon found out that this group allowed

us to offer another set of eyes and ears whilst helping to

thoroughly inspect different areas and services.

"The difference the group makes was shown when I spotted a

potential fire risk on an inspection, and I raised my concerns

at Ongo House. Chief Exec Steve was passing through

reception at the time, and he took control of the situation. I

was then contacted later on to thank me for my work, and to

notify me that the risk had been put right that same day.

"Being part of the group, and becoming Chair in the last year,

has helped me to develop new skills of managing meetings,

and becoming more confident. "

There's still loads of ways that tenants are getting involved

despite the current situation so, to find out more about one

of these opportunities or the many groups we support, email

customer.engagement@ongo.co.uk

Alan inspecting

Inspectors impact

Before After

It's a great way to get

out in the fresh air,

to meet new people,

and to add to your CV

if you're looking for

work.

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