Scrutiny Panel June meeting

Spotlight on...

Members utilised a recent training session with Helen Williams from TPAS Cymru to shape their first Spotlight on Development, how do we hear our customers voice session.  

Neil Taylor (Head of Development) gave an outline of the development process at Hafod.

The session focused on the development snagging questionnaire customers complete in their home alongside the Project Officer after they have been in their new home for 12 months.

• Panel members had the opportunity to devise and ask their own questions.
• Members have a better undertanding of the process and were able to give recomendations for change. 
• Additional recommendations were made in relation to the survey, these will be reviewed by the development team.   

Repairs satisfaction and changes 

Mark Williams (Assistant Director of Assets) provided an overview of our current repairs satisfaction and outlined a proposal for change to improve our monitoring process for raised repairs.  

• Panel members welcomed the proposal and were encouraged to hear this issue has been recognised and are keen to see the proposal in place.
• Panel members have requested for a further update later in the year.

Engagement update

Michelle McGregor (Customer Engagement Officer) provided an update on the variety of ways customers can have their say to help shape and improve our services. 

• Panel members were pleased to see the variety on offer and the continued growth of customers who choose to get involved.
• Panel members recommended these updated are shared with our Board, Executive team and wider customers.

The topics for the next Scrutiny Panel meeting are:

• Rubbish and recycling 
• STAR 2024 results

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 to start your journey to making lives better.