We’re absolutely over the moon to share some exciting news, Hafod has won the Excellence in Tenant Scrutiny award at the Chartered Institute of Housing (CIH) Welsh Housing Awards 2024!
This fantastic recognition shows just how important our customers’ voices are to everything we do.
It was a brilliant evening celebrating all the amazing work happening across the housing sector. Hafod was shortlisted for five awards (a huge achievement in itself!), and we couldn’t be prouder to take home this win in the Excellence in Tenant Scrutiny category. A massive well done to Michelle McGregor, our Customer Engagement Officer and everyone who helped make this possible!
At Hafod, we like to do things a little differently when it comes to scrutiny. Instead of sticking to traditional methods, we’ve created flexible and fun ways for our customers to share their thoughts and ideas with us.
Here’s a closer look at how our customers are making a difference:
- Scrutiny Panel: This group of six customers, two colleagues, and two board members meet online every quarter. They dive into how we’re doing, share their feedback, and help us make positive changes.
- Mystery Shoppers: Our amazing Mystery Shoppers listen to recorded customer service calls and give us honest feedback. It’s flexible, easy to get involved with, and we make sure to say thank you for their time!
- Question of the Month: Every month, we ask over 600 customers for their thoughts on important topics. Their feedback has led to real improvements, like our In Your Community action plan where we visited over 30 communities this summer.
- Physical Adaptation Panel: This panel reviews declined home adaptation requests to make sure decisions are fair and take everyone’s needs into account. The results have been life-changing for many people.
Thanks to the amazing work from our customers and teams, we’ve seen some incredible results:
- The Scrutiny Panel has grown, introduced Spotlight on sessions, and made it easier than ever for people to have their say.
- Our Mystery Shoppers have helped us measure and improve customer service in ways we hadn’t thought of before.
- The Question of the Month has led to meaningful changes, like our community visits and action plans.
- The Physical Adaptation Panel has ensured fairer outcomes and better solutions for people who need adaptations to their homes.
A huge thank you to our customers, colleagues, and board members for giving your time, energy, and ideas to help us improve. This award is for all of you! It was especially lovely to have one of our customers, Sean, join us to collect the award a real reminder of how vital our customers are in shaping everything we do.
While it’s amazing to celebrate this win, awards like this one mean so much more. They shine a light on the projects that really matter, the ones that improve people’s lives and make a difference in our communities.
Everyone at Hafod feels incredibly proud of this achievement, and we want to say congratulations to all the other winners and finalists. A big thank you as well to the Chartered Institute of Housing Cymru for organising such a wonderful evening celebrating the best of the housing sector!