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
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