For their first service investigation of 2020, the Scrutiny Coordination Group (SCG) decided to look into our programme for upgrading the kitchens, bathrooms and windows in our residents’ homes.
Every year we replace hundreds of kitchens, bathrooms and windows to ensure are homes are great places to live. But sometimes our residents don’t want the upgrade and the Group wanted to find out why. They also investigated what the consequences might be for Sovereign when our residents don’t want us to improve their home.
Ten volunteer scrutineers took part in the project which was led by a resident member of the SCG. The scrutineers interviewed senior staff and analysed Sovereign’s data, but their planned visits to see newly installed kitchens, bathrooms and windows had to be cancelled due to the COVID-19 pandemic. Undeterred, the scrutineers turned to technology, using conference calling to complete the project from home.
Resident scrutineers completed over 110 hours of volunteering
Interviewed 20 members of our Property Maintenance and Asset Management teams
Analysed transcripts of phone interviews with customers who had refused a new kitchen, bathroom or windows to get the detail on why they said no
Looked into how we communicate with customers when they are due a new kitchen, bathroom or windows
Key recommendations include
Developing an effective way of capturing the customer experience of receiving an upgrade
Recording more detail about why our residents sometimes refuse an upgrade and using this information to develop our service so more residents say yes
Review the way we communicate with customers about kitchen, bathroom and windows upgrades