CUSTOMER SERVICE RESIDENT WORKING GROUP

CUSTOMER SERVICE RESIDENT WORKING GROUP

 This Resident Working Group was formed in May 2008. 

Membership:   Ian Thain - Banbury resident

                        Julia Twyman - Milcombe resident

                        Mike Savage  Banbury resident

                        Geoffrey Keen - Fritwell resident

                        Alf Mulliss - Sibford Gower resident

                        Malcolm Hillman - Banbury resident

                        Claire Simms - Bicester resident

                        Albert Vessey - Wroxton resident

                       Tony Newman - Banbury resident  and also Tenant

                       Board Member & Customer Services Champion.

Remit:

• The Group will act as a customer service challenge and review panel
• The Group will receive reports from Charter Officers in relation to customer facing services.
• The Group will review and question Charter's performance to ensure that targets are challenging and that standards of service delivery are being achieved.
• The Group will provide feedback on Charter's performance from customer interactions with Charter.
• The Group will put forward suggestions for service improvement.

Members of the Group discuss standards with the Lettings Manager

DOCUMENTS RELATED TO THESE MEETINGS CAN BE VIEWED OR DOWNLOADED FROM THE BOX ON THE RIGHT.

Meetings:        19^th May 2008

                 Doc 001 = Presentation - Charter Overview

                 Doc 002 = Presentation - Customer Service

                 Doc 003 = Minutes of the meeting

                        16^th June 2008

                 Doc 004 = Agenda

                 Doc 005 = Presentation - Role of the Audit Commission

                 Doc 006 = Presentation - Customer Service Centre

                 Doc 007 = Minutes of the meeting

                       10th July 2008 

                  Doc 008 = Agenda

                  Doc 009 = Presentation - Anti-Social Behaviour

                  Doc 010 = Presentation - Responsive & Voids

                                                          Maintenance

                  Doc 011 = Minutes of the meeting 

                     4th August 2008

                  Doc 012 = Agenda

                  Doc 013 = Presentation - Formal Complaints

                  Doc 014 = Complaints Flowchart

                  Doc 015 = Presentation - Resident Involvement

                  Doc 016 = Minutes of meeting

                     4th September 2008

                  Doc 017 = Agenda

                  Doc 018 = Example - Charter's Kitchen Replacement Plan

                  Doc 019 = Example - Garage improvement works (picture to follow)

                  Doc 020 = Presentation - Lettings Service

                  Doc 021 = Minutes of meeting 

                   9th October 2008

                  Doc 022 = Agenda

                  Doc 023 = Presentation - Rent Service   

                  Doc 024 = Presentation - Older People's Services

                  Doc 025 = Minutes of the meeting  

Action Plan: Doc 100 =  Feedback Log and Action Plan

Anyone wishing to find out more about this Working Group or wanting to join it should contact Jaz Kundi Resident Involvement Manager on 0845 009 2404 or e-mail jaz.kundi@sanctuary-housing.co.uk.