Your Voice Group
Your Voice Group - Putting ACHA's services under the spotlight
Your Voice group celebrate collecting the "Most Inspiring Scrutiny Newcomer Award" at the Tenant Information Services National Excellence Awards 2018
What is the role of the "Your Voice Group"
- Monitor performance
- Challenge service delivery
- Identify service improvements
- Support the development of policies and procedures
- Help ACHA achieve value for money
- Ensure that customers are involved appropriately in influencing service delivery
"Your Voice Group"... What is it?
Customers are at the heart of everything we do. The "Your Voice" group embraces this commitment and enables real scrutiny and accountability of the organisation and its services. The "Your Voice" group will scrutinise the performance of ACHA and make recommendations based on the findings about how services to customers might be improved. The structure ensures that you, the customer, is measuring, testing and monitoring the services you receive and that you can influence the development of the business.
So how would the "Your Voice" group make recommendations?
As an example the group looked at the Association's Void re-let standards & procedures. Supported by impartial external advisers, the group produced a report which made twelve recommendations for improvements to service standards & procedures.
What happened next?
The Board considered the report & agreed to implement all the recommendations. Group member Ian McIntyre said, "this demonstrates that ordinary tenants can make a difference".
This is an exciting opportunity for you to really make a difference and we look forward to hearing your views. Please contact us at firstname.lastname@example.org
Your Voice group are now working on their fourth scrutiny exercise - "How we communicate with you when we improve your home"
The group is currently looking at how ACHA communicates with tenants when major improvements needs to be done in their houses. These works, although welcome are frequently disruptive & messy. How would you like to be informed? How much notice would you want? What help would you want?
Your Voice will be looking at these questions & more by comparing the service currently provided by ACHA with best practice from other organisations around Scotland. The gorup will then present a report with their suggestions for improvement to ACHA's board.