The latest reviews from our Resident Scrutiny Group
They also use their findings to make recommendations for improvements and provide support where it’s needed. The group follow the progress of changes and improvements through regular follow up reviews.
What reviews have the RSG completed recently?
Today we’re pleased to share with you a quick round up of the three reviews that were completed by the group during the last financial year. You can find the full reports and recommendations by clicking on the link for each review below.
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Communal and estate services review - the group reviewed Abri’s new Estate Standard and have made recommendations around how these services are communicated with customers, checking whether, once the teams have had an opportunity to put new estate walkabouts into practice, they’re as effective as we hope they will be. For the first time, the RSG was involved in shaping these policies as they were developed, meaning that customers had influence from the very beginning of the process.
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Abri’s response to food poverty in the cost-of-living crisis – this was a big review and proved to be very emotive throughout the whole process. It focused on the customer journey, highlighting the areas where customers may not have access to services and the impact this has on them. Eight recommendations were made, and RSG will be supporting the implementation of them over the coming months.
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Leaseholder charges – the project group reviewed the communications around charges for Abri leasehold customers and the rationale behind them. Seven recommendations have been submitted, with one of them already being discussed for implementation.
We’ll soon be asking you what you’d like the RSG to review next
The RSG listens to the priorities and feedback from customers to help decide which services they’ll review, making sure that the customer voice is at the heart of their work. Keep an eye out for a survey we’ll be sending out soon, which’ll ask you for your input in shaping the RSG’s review topics for the rest of the financial year. Thank you in advance for your support.
Want to get involved?
We’re always on the lookout for new members to join the RSG so we can continue to represent the vast range of customers we serve across our geography. Your valuable support in reviewing, challenging, and making recommendations for improvements on what we do can really enhance the overall customer experience.
It’s your voice that matters and being a member of the RSG is a great way to be involved and help contribute to positive change.
As part of the voluntary role, you’d be working with a team of Abri colleagues, customers and the Chair, and will:
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Join monthly meetings (virtual/in person) to discuss different areas of focus and meet colleagues from the relevant Abri teams.
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Review the Abri’s performance against its own targets to identify areas for potential improvement and compare measures with other providers.
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Take a detailed look at how Abri currently delivers its services; the group will carry out a minimum of three in-depth reviews per year and we’d like your help with at least one of these.
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Use the findings to discuss and recommend changes that will improve services and give an overall better customer experience.
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Meet with the executive team and group board to discuss progress against reviews and key developments within the sector directly affecting residents.
Alongside this we’ll also support you with developing skills, offering training opportunities and supply IT equipment to help you fulfil your role as an RSG member.
If this sounds like something you’d like to be a part of, and you’d like to know more, please get in touch with us on scrutiny@abri.co.uk and we’ll happily talk you through more about the great work the group do and how you can join.
We also have a Scrutiny Sounding Board
The RSG is supported by a Scrutiny Sounding Board (SSB), which is a group of volunteer customers who help with reviews and provide feedback on a more ad-hoc basis. There’ll be lots of opportunities to get involved as an SSB member this year, so stay tuned for updates! Email us on scrutiny@abri.co.uk if you’d like to find out more or get involved.
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