Scrutiny Net Presentation 24 January 2017 Tenant and

Scrutiny Net Presentation 24 January 2017 Tenant and Customer Engagement in Plus Dane 1

Customer Engagement Strategy • Scrutiny Panel • Plus Dane Voices • Mystery Shopping/Call Auditors • Tenant Board Member Landlord Plus Strategy 2

Customer and Engagement Strategy • Why we needed it. • Creates a framework which encourages a diversity of tenants and customers to actively be involved in shaping, improving and scrutinising services • Make sure all tenants and customers who want to have the opportunity to have their say • Be sure that we do is outcome led/underpinned by research • 3 projects • New Team structure 3

Scrutiny Panel • It’s new and different for Plus Dane • Co-regulation/Business Improvement process • Communication Plan • Recruitment Plan • Lessons learnt 4

Plus Dane Voices • Database of 600 tenants • Tell us what they think of our services and how we can improve them • Select from 4 areas of interest Home , Neighbourhood, Customer, Ownership • Select method – email, phone, focus group etc • Robust procedures for staff 5

Mystery Shoppers • To tell us whether we are meeting our customer standards • Developing the approach/communication plan • Real time/Call Auditors • Incentives • Training 6 | Section title

Landlord Plus Strategy Prioritise neighbourhoods where we have the largest concentration of homes and where we can evidence need What we are doing • Supporting customers into employment, training and enterprise opportunities • Improving the health and wellbeing of our customers • Supporting the development of resilient neighbourhoods What we have stopped doing • Investing in projects & programmes that can’t evidence positive outcomes for tenants • Offering grants to community groups for neighbourhood projects • Investing in projects and programmes that don’t meet our corporate objectives 7 | Section title