Arolygwyr Gwasanaethau Cwsmeriaid
Gwalia have recently launched a new Customer Service Inspector scheme; eleven Tai Cymdogaeth residents have been recruited as Customer Service Inspectors to consult with tenants with the aim of reviewing key services.
The Resident's Partnership identified the need for looking at new ways of involving residents and getting feedback from those they represent. Following a presentation from an external consultant about Service Inspectors, it was agreed that Gwalia would carry out a pilot scheme using Customer Service Inspectors to interview other tenants and obtain feedback on Gwalia's services.
Eleven residents were recruited and trained by an independent consultant over a period of two days.
Following feedback from the Resident's Partnership Gwalia identified two key areas for the initial inspections; Customer Contact and New Tenants. Gwalia wanted to find out more about tenant's experiences of contacting Gwalia and their experiences of the application process and becoming a new tenant.
The first area 'Customer Contact' looked at issues including how easy it is to contact Gwalia, the helpfulness of staff and whether calls were returned. The inspectors went out in Swansea, Neath and Llanelli and carried out face to face interviews.
The second area 'New tenants' looked at issues including the application process and allocation of properties. The inspectors gained information on this topic through telephone interviews.
In its initial stage staff drew up the programme for inspections, but in the future the Resident's Partnership will highlight areas they think should be inspected.
