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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.

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.

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Documents:
Doc 001 Charter Overview (81KB PDF) | Doc 002 Customer Service (61KB PDF) | Doc 003 Minutes of the meeting 19th May 2008 (16KB PDF) | Doc 004 Agenda 16th June 2008 (67KB PDF) | Doc 005 The Role of the Audit Commission (138KB PDF) | Doc 006 Customer Service Centre (80KB PDF) | Doc 007 Minutes of the Meeting 16th June 2008 (91KB PDF) | Doc 008 Agenda 10th July 2008 (67KB PDF) | Doc 009 Anti-Social Behaviour (106KB PDF) | Doc 010 Responsive & Voids Maintenance (219KB PDF) | Doc 011 Minutes of the CSRWG 10 July 08 (102KB PDF) | Doc 012 Agenda 4 August 08 (67KB PDF) | Doc 013 Formal Complaints (50KB PDF) | Doc 014 Complaints Flowchart (9KB PDF) | Doc 015 Resident Involvement (72KB PDF) | Doc 016 Minutes of the Meeting (97KB PDF) | Doc 017 Agenda 4th September 2008 (67KB PDF) | Doc 018 Charter's Kitchen Replacement Plan (2436KB PDF) | Doc 020 Charter's Lettings Service (102KB PDF) | Doc 021 CSRWG Minutes 4 September 08 (99KB PDF) | Doc 022 Agenda 9 October 08 (67KB PDF) | Doc 023 Rent Service (31KB PDF) | Doc 024 Older Peoples Services (1803KB PDF) | Doc 025 CSRWG Meeting Minutes 9 Oct 08 (97KB PDF) | Doc 100 Feedback and Action Log (47KB PDF)

See also:
Resident Involvement

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