Tenant Inspection in practice
How the Oaklee Tenant Inspector Project is improving services for all Oaklee tenants.
Oaklee Homes Group’s Tenant Inspector Project has been going from strength to strength since it began back in September 2010. The Tenant Inspector Team consists of residents from different areas and backgrounds and of all ages who have interests and skills in auditing and reviewing services.
They are trained to undertake these projects in the same way as professional consultants. Having tenant-led inspections and reviews is a key and integral part of Oaklee Homes Group’s Tenant Involvement Strategy. It is also a core method of improving services by making improvements from the point of view of the service user’s experience.
All Inspectors are given induction training and on-going support in order to carry out their role, which includes: service audits, mystery shopping, telephone surveys and site visits. To date the Tenant Inspectors have carried out two inspections: customer complaints and voids, and lettings standards. They are currently completing their third on the quality and effectiveness of written correspondence as part of a customer service review. They have made viable and practical recommendations to Oaklee to improve the service experience and raise standards within existing budgets for Oaklee Homes Group.
Dr Debbie Hay from the Good Governance Network is an Independent Tenant Advisor, helping the Tenant Inspectors to achieve consistently high standards of work, with access to good practical advice and support. She commends the project as a whole: “I am really pleased that Oaklee has taken such a strong and positive step to allow tenants into the inner workings of the services they receive. This is partnership working at its best and the Tenant Inspectors are showing that they can really make a difference to both the experience of the service and the way staff work.”
Curigwyn Bevan is a Tenant Inspector for Oaklee and discusses the benefits of being involved in such a project:
I was delighted to be given the opportunity to become a Tenant Inspector for Oaklee. The purpose and intention of a Tenant Inspector is to improve the operation of Oaklee, for fellow tenants whilst assisting Oaklee in maintaining their reputation of being a leader in tenant housing. Although my term of service began very recently and I am only a few months in, I am so enjoying my time with my fellow Inspectors. I find the work expands my boundaries and is very fulfilling. Being provided with such an opportunity only serves to enhance just how important it is to Oaklee, not only to listen to their tenants, but to take their voice on board.
Oaklee looks forward to continuing to develop and expand the pioneering Tenant Inspector Project and will conduct audit reviews into other services of the Group to ensure our tenants’ user experience remains at the centre of our service delivery.
