JJH Assurance Panel – The visibility of Community Housing Officers in properties
On Thursday 1st June we held our first meeting with the JJH Assurance Panel while we focused on feedback from the Tenant Satisfaction Measures (TSM) consultation. The Tenant Satisfaction Measures consultation took place in February and March and as a result customers highlighted a specific theme. Customers recommended that we could improve our approach to the visibility and communication of the Community Housing Officer within their properties.
Following this feedback, we engaged with those customers to join a short bitesize assessment. Customers gave us their feedback about the current practice in their properties as well as solutions to improve. At Johnnie Johnson Housing we want to ensure we are listening to and acting on our customer’s feedback.
We shared information about the current process including signage and background information. We also collated and shared The Supported Housing Grant and Community Housing Officer role with attendees to provide context and allow for a review of the current process.
Who attended the meeting?
During the meeting customers reported their findings and recommendations. Johnnie Johnson Housing colleagues in attendees were Rachel Ojuederie – Customer Performance Manager, Michelle Collins – Regional Neighbourhood Manager, and Sue Watthey – Customer Performance Lead. Customers came with some really good feedback overall and the meeting was very well engaged. The bitesize assessment saw attendees review all information, with in-depth discussions taking place around how the current process works and were there are current failings are.
Themes that came out of the meeting were:
- Inconsistency across properties
- Communication can be improved
- Managing customers’ expectations, as well as Community Housing Officer expectations around communication
The findings, recommendations and actions have now been collated into a report and action plan. The recommendations have been reviewed and signed off by customers. We will now work with our Neighbourhood Leads and Communications Team to implement the recommendations on the action plan within set timescales.
This will feed into the JJH Assurance Panel supported by data to monitor the implementations of actions and the success of the Bitesize Assessment.
Useful links and documents
Findings Feedback – CHO Visibility
Find out more about the JJH Assurance Panel