Volunteers from households across the Falkirk Council area took part in a customer led inspection which scrutinised every aspect of service delivery from information on satisfaction levels, planned maintenance programmes and promoting the choice of kitchens and bathrooms available for tenants.
The inspection took six months and has resulted in an action plan which recommends a range of actions including adjusting template letters to encourage feedback and promoting the methods in which tenants can report repairs.
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Councillor Jim Blackwood, Convener of the Housing and Social Services Committee said: "We hoped through this process to get a new way of making council services more customer focussed – by having customers closely examine every aspect of our repairs and maintenance service.
"The seventeen volunteers who took part have to be commended for the hard work and commitment they have shown throughout the customer led inspection. An action plan has now been drawn up based on the recommendations and will be implemented and reported on in due course.
"This has really helped make our service more customer focussed but additionally puts in place a system of involving customers in self assessment before the new Scottish Housing Regulator requires us to do it by April next year."
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