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Making Excellence - a Standard Scrutiny Panel Support Packages Enhancing co-regulation, empowering customers

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Page 1: Making Excellence - a Standard Scrutiny Panel Support Packages Enhancing co-regulation, empowering customers

Making Excellence - a Standard

Scrutiny Panel Support Packages

Enhancing co-regulation, empowering customers

Page 2: Making Excellence - a Standard Scrutiny Panel Support Packages Enhancing co-regulation, empowering customers

Making Excellence - a Standard

Across the sector associations are training and supporting tenants to scrutinise their performance and support continuous improvement. At QHS we have developed packages that provide third party independent data for tenants to scrutinise about their organisation. Empowering tenants to collect their own data for scrutiny.

The Purpose of the package

Page 3: Making Excellence - a Standard Scrutiny Panel Support Packages Enhancing co-regulation, empowering customers

Making Excellence - a Standard

What we do

• QHS will conduct opinion surveys with a sample of tenants over the phone

• We provide three key areas for surveys, Responsive Repairs, Neighbourhood Management and Value for Money

• The questions asked in the survey are selected by the scrutiny panel members

• We will also suggest a core of questions that can be asked to facilitate benchmarking with other associations

• The results can be fed back instantly on-line, and provided directly to the scrutiny panel chair in whichever format is best for them

Page 4: Making Excellence - a Standard Scrutiny Panel Support Packages Enhancing co-regulation, empowering customers

Making Excellence - a Standard

Tenant InvolvementNot only do panel members select the questions but the system is flexible and can accommodate panel members conducting research calls themselves, from any location with internet access. Their results can be added to those of the professional independent staff at QHS, who can complete the bulk of calls that will be needed for reliable results.

Page 5: Making Excellence - a Standard Scrutiny Panel Support Packages Enhancing co-regulation, empowering customers

Making Excellence - a Standard

Responsive repairs

Recommended core of questionnaire (10 questions)On a scale of 1 to 5 from very satisfied through to very dissatisfied, how would you rate the following:How easy it was to report your repairThe convenience of the appointment timeThe time taken before the work startedHow well the people who did the work identified themselves and explained why they were thereThe workers for being courteous, patient and helpfulThe workers leaving your home tidy and in good orderThe repair being done ‘right first time’The overall quality of workGenerally how satisfied or dissatisfied you are with the way your landlord deals with repairs and maintenance

How likely you would be to recommend your landlord to family or friends

This core set of questions will be recommended to all customers to build up a good benchmarking dataset.

Then select up to 5 additional questions and the diversity monitoring all included in the price.

Page 6: Making Excellence - a Standard Scrutiny Panel Support Packages Enhancing co-regulation, empowering customers

Making Excellence - a Standard

Neighbourhood managementNot onl

Recommended core of questionnaire (10 questions)On a scale of 1 to 5 from very satisfied through to very dissatisfied, how would you rate the following:How conveniently located is your landlord's local officeHow easy it is to access the services you require at a time convenient to you by phone, in person or electronicallyHow well your landlord honours promises to call back when messages are leftHow well does your landlord explain your responsibilities in terms of the behaviour expected of you and action which may be taken if these conditions are brokenHow easy is it to report incidents of anti-social behaviourHow your housing provider deals with anti-social behaviourThe opportunity to become involved in regular inspections of your neighbourhoodHow do you rate your landlord in taking action to deal with issues like graffiti or fly tippingYour neighbourhood as a place to liveHow likely you would be to recommend your landlord to family or friends

In addition to the core set of questions below the neighbourhood problems ranking is included. Then select up to 5 additional questions and the diversity

monitoring all included in the price.

Page 7: Making Excellence - a Standard Scrutiny Panel Support Packages Enhancing co-regulation, empowering customers

Making Excellence - a Standard

Value for money

Recommended core of questionnaire (10 questions)On a scale of 1 to 5 from very satisfied through to very dissatisfied, how would you rate the following:The repairs and maintenance serviceKeeping residents informedOffering advice and support if you have a problemThe overall quality of your homeThe value for money you get for your rentThe overall appearance of your neighbourhoodGrounds maintenance (such as grass cutting) in your areaThe quality of services for which you pay a service charge (e.g. communal area cleaning)The value for money you get for your service chargeHow likely you would be to recommend your landlord to family or friends

In addition to the core set of questions below a ranking of service priorities is included.

Then select up to 5 additional questions and the diversity monitoring all included in the

price.

Page 8: Making Excellence - a Standard Scrutiny Panel Support Packages Enhancing co-regulation, empowering customers

Making Excellence - a Standard

Package costs

Number of units Number of calls per month

Monthly subscription costs

> 2000 58 £319

2000 > 4000 70 £386

4000 > 7500 78 £428

7500 > 10,000 80 £442

10,000+ Contact us for a quote

It’s that simple, and all for a small monthly fee

The volume of calls shown below will yield an annual total sufficient to achieve + or – 3% accuracy at 95% confidence.

If you pay for an annual subscription you will receive a 10% discount and existing QHS members can benefit from

additional discounts.

Page 9: Making Excellence - a Standard Scrutiny Panel Support Packages Enhancing co-regulation, empowering customers

Making Excellence - a Standard

Other optionsQHS have other expertise that your scrutiny panel may wish to use. As a long-standing certification body for service excellence in the housing sector QHS can also offer: physical mystery shopping, telephone accessibility testing and on-site visits with an auditor. All of which can be commissioned by scrutiny panels from QHS for a one-off fee.

Page 10: Making Excellence - a Standard Scrutiny Panel Support Packages Enhancing co-regulation, empowering customers

Making Excellence - a Standard

Wendy ClarkeTenant Research ManagerOffice: 01260 295 826Mobile: 07833 465 [email protected]

To find out more about any of our scrutiny packages you can contact me: