A dedicated team of tenants, not afraid to say it how it is, be heard and improve services, was set up in 2024 to give customers a stronger voice. Acting as an independent voice, they take a close look at how we’re doing, gather evidence, and make thoughtful recommendations that lead to real change - always keeping customer experience front and centre.
Since forming, the Vico Scrutiny Team members have:
- Taken part in specialist training
- Attended national events
- Built a clear picture of how we’re performing
And this year, they completed their first full review, focusing on customer contact, after noticing a dip in satisfaction around how we listen, record and respond to feedback.
Working closely with our Customer Insight Team, they explored four key areas:
- Customer Experience
- Repairs
- Income Management
- Estates
Their goal? To understand how feedback is used, spot any barriers to great services, and suggest ways we can improve.
Here’s what they recommended:
- Roll out customer service training across all teams for a more consistent experience.
- Install repairs tracking tools so customers can follow progress.
- Introduce voice to text logging to help colleagues capture feedback on the go.
- Create a single customer contact system so all teams have access to the same info.
- Develop a fast-track contact route for front line colleagues to support customers quickly out and about.
We’re really grateful for the work the scrutiny team has done - and we’re already acting on their ideas. Some changes like voice to text logging and a new contact system will take time, but others are already underway:
- We’re developing a new repairs scheduling and tracking system which we aim to launch in 2027.
- Customer Experience Training will be tested by customers and delivered to all colleagues.
- We’re improving how you can get in touch with us to make things easier for you.
- We’re developing more empathy driven policies like a new Vulnerability Framework and Reasonable Adjustment Policy to help colleagues better support you.
Being part of our scrutiny team isn’t just about making services better; it’s also a great way to gain new skills, build confidence, and work alongside other customers who want to make a difference.
You can find out more about the Vico Scrutiny Team on our website.