New scrutiny panel begins its first review
The review will cover all communication with customers across the organisation, including letters, leaflets, telephone contact, the website, compliments and complaints, and information on work progression and appointments.
In addition to reviewing documents, the panel is carrying out surveys with staff and residents, resident focus groups, staff interviews, mystery shopping and job shadowing.
The panel is looking at how other organisations do customer communication. The scrutiny panel’s findings and recommendations will be reported to the Catalyst board in 2014. A summary of the report will also be published on the website in 2014.
If you are interested in taking part in one of the focus groups, or would like more information about the panel please contact our resident involvement team on 0300 456 2099 (London customers) or 0300 456 2090 (south east customers).
Alternatively, more information is available on the scrutiny panel page.