As it's National Scrutiny Week, a week shining the spotlight on the success of customer-led scrutiny, we wanted to let you know how our own Customer Scrutiny Bank have been making a difference here at Karbon.
The Scrutiny Bank has been set up to ensure your voices are heard in everything we do. They check and challenge our services, report their findings and suggest recommendations for improvements.
This year, the Scrutiny Bank has been working on the ‘Future of Building and Customer Safety Project’. This project was shaped by the strategic direction of building safety within Karbon and ensuring our customers are safe in their homes following the Grenfell Tower fire tragedy in 2017.
A major part of the project focusses on how we communicate and engage with our customers, particularly those living in our communal blocks of flats. We wanted our customers to help shape the approach of this engagement and our Customer Scrutiny Bank were ideal to allow this to happen.
The Scrutiny Bank have left no stone un-turned in their approach, including making site visits and talking to customers in some of our sheltered houses and high-rise blocks, reviewing our policies and procedures, looking over safety information we currently publish to all our customers, analysing our performance in building safety related matters, as well as reviewing best practice in our sector and nationwide.
Our Assistant Director of Building and Customer Safety, Andy Kennedy worked alongside the Customer Scrutiny Bank and has been extremely grateful for their insight and support:
“The Scrutiny Bank have delivered an extremely thorough draft report that contains numerous recommendations. We’ll review and consider and undoubtedly use them as we continue to improve engagement with our customers.
“I’m looking forward to receiving the final report and have really enjoyed working with members of the Scrutiny Bank. I’d like to thank them all personally.”
Customer Scrutiny Bank member Ian McAdam from Hadston worked on the project. He told us about his experiences of being on the panel:
“I think the tragic fire at Grenfell Tower in 2017 brought the issue of building and fire safety into sharp focus for all of us.
“When I read in the press that the government was making new rules to ensure Housing Associations got their customers involved in the issue, I knew I wanted to play a part so I volunteered to join Karbon’s Scrutiny Panel.
“I have to say I was a little bit sceptical at first that it might just be a box ticking exercise but I have been pleasantly surprised by how seriously Karbon listens to our opinions and ideas. I’m no expert on housing or on safety but I’m an expert on being a Karbon customer and that’s all that’s needed.”
Phil Thornton from Blyth is a member of our Customer Scrutiny Bank and our Climate Jury and has really seen the benefits of both:
“After being part of the Climate Jury I felt our views were taken on board and whatever I got involved with would be recognised as valuable. Customers can make a difference and I felt like I was listened to.
“I’ve learnt how to look at things in a different light, understanding why things might be wrong and offering suggestions to make things work better.”
How you can be part of the Customer Scrutiny Bank?
Any Karbon Homes’ customer over 18 can apply to be part of the Customer Scrutiny Bank.
Customers can choose the activities they would like to be involved in and we’ll match the projects that interest you. There’s absolutely no obligation to be part of every activity, we want to ensure you have your say on the things that matter to you the most.
We’ll also give you an induction, training and take you through topics facing social housing to make sure you feel comfortable and fully equipped for your volunteering role.
Get in touch
If you think scrutiny might be for you or are interested in finding out more, please contact us by emailing connectwithkarbon@karbonhomes.co.uk.
We can chat through any questions that you may have and give you some more information.
National Scrutiny Week 2022
National Scrutiny Week takes place from 3rd – 7th October. To find out more and join in on the sessions, visit www.tpas.org.uk/national-scrutiny-week
As it's National Scrutiny Week, a week shining the spotlight on the success of customer-led scrutiny, we wanted to let you know how our own Customer Scrutiny Bank have been making a difference here at Karbon.
The Scrutiny Bank has been set up to ensure your voices are heard in everything we do. They check and challenge our services, report their findings and suggest recommendations for improvements.
This year, the Scrutiny Bank has been working on the ‘Future of Building and Customer Safety Project’. This project was shaped by the strategic direction of building safety within Karbon and ensuring our customers are safe in their homes following the Grenfell Tower fire tragedy in 2017.
A major part of the project focusses on how we communicate and engage with our customers, particularly those living in our communal blocks of flats. We wanted our customers to help shape the approach of this engagement and our Customer Scrutiny Bank were ideal to allow this to happen.
The Scrutiny Bank have left no stone un-turned in their approach, including making site visits and talking to customers in some of our sheltered houses and high-rise blocks, reviewing our policies and procedures, looking over safety information we currently publish to all our customers, analysing our performance in building safety related matters, as well as reviewing best practice in our sector and nationwide.
Our Assistant Director of Building and Customer Safety, Andy Kennedy worked alongside the Customer Scrutiny Bank and has been extremely grateful for their insight and support:
“The Scrutiny Bank have delivered an extremely thorough draft report that contains numerous recommendations. We’ll review and consider and undoubtedly use them as we continue to improve engagement with our customers.
“I’m looking forward to receiving the final report and have really enjoyed working with members of the Scrutiny Bank. I’d like to thank them all personally.”
Customer Scrutiny Bank member Ian McAdam from Hadston worked on the project. He told us about his experiences of being on the panel:
“I think the tragic fire at Grenfell Tower in 2017 brought the issue of building and fire safety into sharp focus for all of us.
“When I read in the press that the government was making new rules to ensure Housing Associations got their customers involved in the issue, I knew I wanted to play a part so I volunteered to join Karbon’s Scrutiny Panel.
“I have to say I was a little bit sceptical at first that it might just be a box ticking exercise but I have been pleasantly surprised by how seriously Karbon listens to our opinions and ideas. I’m no expert on housing or on safety but I’m an expert on being a Karbon customer and that’s all that’s needed.”
Phil Thornton from Blyth is a member of our Customer Scrutiny Bank and our Climate Jury and has really seen the benefits of both:
“After being part of the Climate Jury I felt our views were taken on board and whatever I got involved with would be recognised as valuable. Customers can make a difference and I felt like I was listened to.
“I’ve learnt how to look at things in a different light, understanding why things might be wrong and offering suggestions to make things work better.”
How you can be part of the Customer Scrutiny Bank?
Any Karbon Homes’ customer over 18 can apply to be part of the Customer Scrutiny Bank.
Customers can choose the activities they would like to be involved in and we’ll match the projects that interest you. There’s absolutely no obligation to be part of every activity, we want to ensure you have your say on the things that matter to you the most.
We’ll also give you an induction, training and take you through topics facing social housing to make sure you feel comfortable and fully equipped for your volunteering role.
Get in touch
If you think scrutiny might be for you or are interested in finding out more, please contact us by emailing connectwithkarbon@karbonhomes.co.uk.
We can chat through any questions that you may have and give you some more information.
National Scrutiny Week 2022
National Scrutiny Week takes place from 3rd – 7th October. To find out more and join in on the sessions, visit www.tpas.org.uk/national-scrutiny-week
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