There are lots of ways to get involved – no matter your age, background or where you live.
Our Group Engagement Framework, Stronger Voices Stronger Communities, sets out our approach to engagement ensuring the customer voice is at the heart of our decisions
Customers can visit their registered landlord's website to find out how they can get involved:
Our Group Scrutiny Panel is another way customers can get involved; ‘scrutiny’ is all about reviewing performance, through a partnership approach, and working with officers to identify improvements for services.
To enhance our approach, we have recently expanded our Group Scrutiny Panel to over 30 Customer Voices from across the four social landlords that make up Wheatley Group.
We rotate meetings around our offices in Glasgow, Edinburgh and Dumfries. This gives the Panel the opportunity to hear directly from and engage with staff.
The Panel have met twice this financial year, in May and August – the next meeting will be in November.
The Panel scrutinise our Group performance quarterly against Scottish Social Housing Charter indicators, choosing the performance priorities they wish to focus on. The Panel are currently focusing on:
- Anti-social behaviour resolved
- Repairs timescales and satisfaction
- Complaints timescales
- Lettable houses that become void, average days to re-let, and tenancy sustainment
The Panel also receives a spotlight focus at each meeting; at its last meeting, the Panel looked at allocations and welcomed our Letting and Homelessness Lead to present our policy and process.
The Panel have agreed that at the next meeting, the spotlight will be on antisocial behaviour.
The Panel are supported by TPAS to help enable them to exercise their scrutiny role effectively, such as through additional training sessions.
In addition to quarterly performance meetings, members of the Panel can also undertake thematic reviews, which is a deeper dive into specific service areas. Members of the thematic group identified repairs communication as an area for review and commenced its work in July 2023, with an initial planning meeting taking place and then a visit to the Customer First Centre in August 2023.
Following the review, the repairs thematic group will then work with the Tenant Participation Advisory Service (TPAS) to develop a report with recommendations.
For further information, contact Morgan English on 0141 274 8379 or email firstname.lastname@example.org