Customer Access Resident Improvement Group
Customer Access Resident Improvement Group Lead
Savio Fernandes, Head of Customer Access & Facilities
Tel: 020 7364 5015
Email: savio.fernandes@towerhamletshomes.org.uk
About the Group
Tower Hamlets Homes is committed to making
sure that resident’s have a say about how we deliver services to
them. That is why we have set up a Resident Improvement Group to
work with us to ensure that our service is accessible to all
resident be it face to face, phone, email or other ICT means in
conducting our business in an efficient and customer focused
manner.
The groups meet every second Monday of
each month at the Wyn Garrett Centre at Massingham Street.
Meetings start at 6pm. The group consists of 12 members and
lead by a Resident Chair. Attendance is by membership only.
What the group does
The group works with us to make sure that
services are accessible to all residents.
The group:
- acts as a sounding board for the HO CAF and
other officers of THH in discussing ideas in order to improve the
customer experience.
- scrutinises performance for the Customer
Access & Facilities Section – specifically - Complaints,
telephone handing performance
- provides constructive challenge and be a
catalyst for change by providing clear focus for improving access
and customer care
- is involved in ensuring how services will be
accessible during the London Olympics 2012
- reports to the THH resident scrutiny Panel on
discussion held
The group also has developed a work plan to
look at how services could improve - eg review of complaints
survey; review of mystery shop for the Counter and THH telephone
service; understand how surgeries are utilised; support efficiency
changes that assist to deliver the better service at reduced costs
and understand what service will be in place during the London 2012
Olympics
If you would like to know more about
the Customer Access Resident Improvement Group and how
you could get more involved, get in
touch.
Meeting papers for previous
meetings:
2012
2011
2010