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The thumbs up from TPAS,

HouseMark and the Chartered

Institute of Housing via their Quality

Assured Scrutiny award means that

our work compares with the best

and is genuinely tenant-led

and independent.

The panel’s six volunteer residents

make sure that customers receive

high-quality, relevant and value-

for-money services.

The expert role of our Scrutiny Panel has been recognised, with

a quality mark awarded by three leading housing bodies.

TOP-CLASS

CUSTOMER SCRUTINY

Earlier this year the emh homes

Scrutiny Panel concluded a

detailed investigation into the

cleaning of internal communal

areas, which looked into:

e

the contracts in place with various

cleaning companies

e

the standard of cleaning

e

the monitoring of the service

e

and value for money

During their investigation, the panel

gathered evidence by completing

site visits, interviewing staff, auditing

documents and surveying around

100 residents.

The Scrutiny Panel made 29

recommendations to the emh homes

management team and board of

directors on how the internal

communal cleaning service could

be improved. Twenty of which

were accepted, and an action plan

agreed between the Scrutiny Panel

and the management team to

address them. Progress against

these actions will be monitored

during the next 12 months by the

Scrutiny Panel.

If you would like to know more about

the work of the Scrutiny Panel,

please visit the

Help Us Improve

section of our website.

Over the past 12 months the

group has looked at gas servicing,

our website, and internal cleaning.

A key achievement has been

putting forward recommendations

which have helped reduce re-

letting times by one third.

Its latest investigation is looking at

fire safety and how we can best

give advice to ensure you know

the systems and protection in place

in your homes.

The Scrutiny Panel is an important

part of emh homes’ commitment

to keep residents at the heart

of everything it does, and enable

customers to hold decision makers

to account.

HELP US

AN INVESTIGATION

“We are delighted to have been presented with the TPAS accreditation in

recognition of the work we do. Being a critical friend is helping to improve

services for all emh homes tenants.”

Gill Leverton-Taylor, Chair of the Scrutiny Panel

8

NEWS