Customers provide feedback on contractor services
As part of our framework of customer involvement, we provide opportunities for feedback and scrutiny on the services we provide to our customers. This helps to ensure our services are fit for purpose and we're 'doing the right thing' for you, our customers.
An example of this is a recent scrutiny activity around the quality of performance by contractors employed by Magenta, which members of M agenta C ustomer and Communities Committee (MCCC) had raised following a review of complaints.
MCCC members requested that contractor performance be subject to an in-depth scrutiny review.
Customers took part in five interactive sessions involving seven customers as part of the scrutiny panel. This enabled them to really get to grips with how contracts are managed and assessed the performance of contractors.
Recommendations from our customer scrutiny panel included:
- Customers are involved in Magenta's procurement processes
- Customers are invited to site inspections of grounds maintenance works
Other recommendations to be considered/implemented include:
- Ways to improve contractor performance
- What services Magenta can deliver directly rather than through contractors
- Improving the induction process for contractors emphasising customer care
We'll continue to work with MCCC to progress the recommendations following the scrutiny review.
What do we mean by scrutiny?
Where Magenta customers investigate a process or part of the business to offer feedback and improve the way we work.
Customer feedback following the above scrutiny panel review:
It's been great to see the things we've talked about being implemented and to gain an insight into how Magenta works for and cares about their tenants.
Enjoyed the scrutiny sessions, very insightful for customers and hearing from contractors and managers was a bonus, made me feel valued and important and that my voice counts!
Personally, I have enjoyed hearing about the new procurement framework and IT developments such as the contract monitoring software that will allow Magenta to hold contract staff to high standards.
Informative, good to be involved, would like to do more.
Very informative, feel MCCC are really listened to and our feedback taken on board, fantastic report, great involvement from everyone.
A real highlight of the scrutiny group sessions has been seeing a customer engage with her own story, having the ability to engage with the Customer Experience Team and realise their limitations, but accept that learning has happened and that new technology will enhance ability to explore complaints and hold contractors to account with better monitoring and regular communication between both parties.