Join our next Scrutiny
We run Scrutiny Panels twice a year - so why not join us for our next deep dive? Let us know if you'd like to get involved, and we'll contact you for our next one.
Scrutiny Panel - our Sign-up Pack
This Scrutiny Panel saw our customers taking a deep dive into our new tenant Sign-up Pack, and making recommendations on how we can improve.
Sign-up pack - your recommendations
In Winter 2024, four tenants and one shared owner reviewed our sign-up pack. They looked at how we can improve the pack for new customers.
The Scrutiny Panel made fourteen recommendations, and we'll be working on these over the coming months.
This review looked at the sign-up pack only, but in 2022, our Panel looked at the entire sign-up process.
The Panel recommended using a binder for all physical sign-up packs.
The Trust will investigate the costs of these for the 2026/27 financial year.
This is ongoing. Our Communications Team will ensure that diversity is key in all publications and design work.
The Panel recommended including an 'infographic' (poster) highlighting Trust and tenant rights and responsibilities.
This has now been completed.
The Panel recommended that a section on Domestic Abuse should be included in the sign-up pack.
This has now been added.
The Panel suggested including a notes page and a contents page to each pack.
Both pages have now been included.
After each new letting, we send a survey to customers asking for feedback on how they found the process of signing-up and moving in.
The Panel suggested that we should include a question in this survey asking for feedback on the sign-up pack itself.
This has now been completed.
The Panel said that we should review our welcome letter - which is included in every sign-up pack. They suggested making the letter friendlier, more welcoming and signed by the Executive Team.
This has now been completed.
The Panel also recommended
- Removing duplicate documents from the pack e.g. complaints leaflet and action sheet. This has now been completed.
- Unticking the boxes on the 'welcome home' card so this can be used as a checklist and include a line about contents insurance on the card. This has now been completed.
- Including council tax and utility information alongside universal credit in the welcome pack. This has now been completed.
- Including a blank space on the front of the pack so the name of the Neighbourhood Officer can be written. This has now been completed.
- Including damp, mould and condensation information under 'staying safe in your home' in the welcome pack. This has now been completed.
- Adding 'where appropriate' on the pet permissions letter and referencing where this can be found. This has now been completed.
- To make it clear that the pack can be shared in different formats including large print. This has now been completed.