Catch up on the March Scrutiny Panel meeting.
Spotlight on…
The panel welcomed the involvement of Karen Rosser, Executive Director of People, who provide direct support and act as a vital link to our board. This collaboration highlights the board’s commitment to not only listening to customer feedback but also ensuring customers can actively influence services and witness meaningful changes.
Additionally, Charlotte Whitney, Head of Customer Experience and Communications, and Michelle McGregor, Customer Engagement Officer, play key roles in facilitating the panel sessions, ensuring smooth and productive discussions.
They shone a light on:
Complaints – process and statistics (focus on stage 0)
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Enhancing complaint processes: Recommendations included introducing new methods for updating customers on informal complaint outcomes, providing clearer information about the complaints process on our website, and conducting cross-departmental lessons learned sessions.
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Private spaces for sensitive conversations: Panel members highlighted the need for Coaches to have private spaces during drop-in sessions or when visiting customers' homes to facilitate sensitive discussions.
Customer Experience Overview – challenges and improvement plans
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Promoting support services: The panel emphasised the importance of promoting services like Care and Repair and the Databank to ensure customers are aware of available support.
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Sharing call patterns: Suggestions were made to inform customers about peak and off-peak times for contacting our Customer Experience team, aiming to improve response times and customer satisfaction.
Other topics discussed:
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Renaming fund: Panel members recommended changing the internal name used to mirror the external name of 'We're Here For You' to foster a more positive and person-focused approach.
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Training programme development: The panel agreed on devising a training programme for future topics, ensuring continuous improvement and colleague development.
Get Involved
For those interested in contributing to future discussions, our Customer Engagement Officer Michelle McGregor encourages you to get in touch. This inclusive approach reflects our commitment to the principle of 'nothing about us, without us.' We recognise that policies and procedures impacting individuals should be shaped with their involvement, highlighting our dedication to customer engagement and empowerment.
If you would like to be involved in examining our services, please email getinvolved@hafod.org.uk