Resident led co-regulation

The Customer Empowerment Panel is in place to scrutinise and recommend improvements to services offered by Pine Court Housing. It is now formally recognised within the involvement structures of the organisation. The structure ensures that customers are measuring, testing and monitoring the services they receive and are integral to the development of the business. The Customer Empowerment Panel will scrutinise as and when requested.

What is a Community Call for Scrutiny?

It is important that the wider body of customers that Pine Court Housing serves has an opportunity to influence the areas of the business that the Customer Empowerment Panel will scrutinise. The Community Call for Scrutiny has been introduced to allow customers to request that the Customer Empowerment Panel scrutinise an area of the business on your behalf.

How does it work?

If you are concerned about the quality of a service that Pine Court Housing is offering you or your neighbours can approach the Customer Empowerment Panel to request that they scrutinise the service. Before you can submit a Community Call for Scrutiny you will be required to complete a pro-forma detailing your concerns, the actions you have taken to resolve your concerns, any service failures by Pine Court Housing. If the failure of the service affects other people, for example your neighbours, you will need to explain why this is. You can ask for support to complete this pro-forma and the Customer Empowerment Panel will identify an officer to help you.

What happens next?

 

The Customer Empowerment Panel will consider your request and offer advice how a Community Call for Scrutiny can be submitted and you will be offered advice how to do this, where necessary an officer will be identified to help you. A Community Call for Scrutiny will usually be in the form of a petition. You will be advised how many signatories you need to collect to submit the petition for consideration. The number of signatories will be representative of the area in which you live or the number of customers affected by the service failure. A Community Call for Scrutiny may be requested by an individual customer who receives a specific service failure. In these circumstances it may be difficult for the customer to collect evidence and signatories from other service users and the Customer Empowerment Panel will identify an appropriate officer to work with the customer to gather any evidence required to support their request for a Community Call for Scrutiny. Occasionally the Customer Empowerment Panel may consider that the service failure is so significant that no further evidence is required and will accept the pro-forma as a Community Call for Scrutiny.

Submitting a Community Call for Scrutiny

Any Community Call for Scrutiny will be considered at the next scheduled meeting of the Customer Empowerment Panel. When considering any Community Call for Scrutiny the Customer Empowerment Panel will look to identify systematic failures or persistent service delivery failure. They will also look to see if the petitioners have attempted to resolve the situation through the channels that are available, for example, the complaints procedure.

Making a decision

Once the Customer Empowerment Panel have considered all the information provided they will determine what happens next. The Customer Empowerment Panel may decide that the avenues to resolve the issue have not been explored and those opportunities need to be exhausted prior to any Community Call for Scrutiny being accepted. Your issue may be referred to the Customer Empowerment Panel to monitor and identify improvements for service delivery and if there is sufficient evidence the Customer Empowerment Panel will accept the Community Call for Scrutiny. The Community Call for Scrutiny will be scored before being scheduled into the annual programme of scrutiny. You will be advised of the outcome by the Customer Empowerment Panel.

Scoring a Community Call for Scrutiny

All business areas are scored prior to being scheduled for scrutiny. A scoring matrix is used that considers performance, customer satisfaction and complaints. The Customer Empowerment Panel also consider if the service is business critical. The Customer Empowerment Panel will be provided with the relevant performance and management information to score the business area and additional points will be awarded for a Community Call for Scrutiny.

Annual Programme of Scrutiny

The Customer Empowerment Panel will scrutinise as and when requested by the wider tenant body, each scrutiny activity takes 10 steps to complete. A final report of the findings together with recommendations is presented to PCHA Executive Management Team and PCHA Board members. The PCHA Board and EMT will consider the report and delegate the task of responding to the recommendations to the Customer Empowerment Manager and Head of Operations for that particular area of the business. The Head of Operations will agree an action plan with the Customer Empowerment Panel to improve service delivery. The action plans are monitored by the Customer Empowerment Panel.

What happens if a serious failure of service is identified?

If the Customer Empowerment Panel considers that your evidence identifies a serious failure of service delivery they will make immediate recommendations to resolve the issues prior to any scrutiny taking place.

Right of Appeal

If you are not happy with the decision made by the Customer Empowerment Panel you have a right of appeal. You should submit your appeal in writing within 28 days to:

Customer Empowerment Manager
Pine Court Housing
Atlantic House
Dunnings Bridge Road
Bootle
L30 4TH

An independent panel will be convened to consider your appeal. The panel will be made up of a minimum of 4 and maximum of 6 representatives from other involvement methods. There will not be a representative of the panel that serves the specific business area. The panel will consider the Community Call for Scrutiny together with the decision of the Customer Empowerment Panel. The decision of the appeal panel will be final.