We are delighted to announce that we have recruited five new members to our Resident Scrutiny Panel!
The Scrutiny Panel is responsible for ensuring that the resident’s voice is heard at the highest level, that performance, policies, and services are scrutinised and that recommendations are considered by Southern Housing Group.
The Resident Scrutiny Panel Need You!
If you care about your community If you want to help us improve our services If you want to make a difference to the lives of our 70,000 residents
Then apply to join the Resident Scrutiny Panel
We’d love to hear from:
Residents from the London region and communities not currently represented on the Panel
Current Project- Boiler Breakdown Service
The Panel are currently undertaking their first scrutiny deep dive looking at the Boiler Breakdown Service provided to residents.
They met with contractors recently to understand the processes in place when a resident reports a boiler Breakdown.
Reflections on the session from a member:
"We have been undertaking a scrutiny exercise on the response of Southern Housing Group (SHG) and its appointed contractors to residents advising SHG and its contractors of problems with their Boiler – and also their heating insofar as an issue with their heating emanates from a boiler issue. Our scrutiny exercise covers both boiler repair and boiler replacement processes as experienced by residents
In response to questions asked by members in attendance it is clear that both gas contractors- have comprehensive and established processes in place and take a genuinely professional and caring attitude to their work. This is evidenced by how they allocate priorities, assign engineers, communicate with residents, photograph the work they do and adapt to circumstances – for example send a female engineer if appropriate or required – as they occur.
A highlight of the meeting for me was the realisation that both contractors continue to look at ways to improve the service for residents. One is trialling with an online ‘Chat’ button at present which will enable residents to chat online at their own pace with the engineers about their issue prior to arranging a call-out. Also in the development pipeline is improved telephone options - and a text service advising when the engineer is on their way to the resident
These developments are particularly welcome as improved communication will be of benefit to residents, contractors and SHG. The next step for us, is to interview a sample of residents who have gone through the process to better understand how they see and experience the response from SHG and contractors.
We will make our findings and recommendations to SHG for their consideration and they will advise in due course of appropriate action to further improve the service"
Residents are welcome to tell the panel about their experience and can do so via our engagement platform