Robyn Inglis

Making sure that customers voices are heard is so important, that’s why it’s great to see it being a main feature of the new Tenant Satisfaction Measures (TSM).

Although in Scotland we don’t have this specific TSM requirement, there is a regulatory requirement to measure and monitor tenant satisfaction.

The Scottish Housing Regulator requires housing associations to undertake customer satisfaction surveys every three years – or ‘at least every three years’. Although housing associations tend to carry out their own surveys more regularly.

It will be interesting to see the differences between the process in Scotland and the new TSMs in England. It will allow us to look at the possible pros and cons of both, which may be able to help gain greater insight about customer experiences and expectations.

My family and I became Home in Scotland customers about four years ago. When we moved in we needed some repairs doing. However, I did get a little frustrated with the time it took. I must stress my issue wasn’t with Home in Scotland, who did what they needed to do, it was with the contractor at the time, who in our view took longer than we’d expect to get things sorted.

Around the time of our issue, a Home in Scotland customer engagement advisor was doing a walkabout on our estate with the housing manager. This allows customers to discuss their local area and identify any improvements. So, I had a bit of a moan to her about the contractor. It was as a result of me attending the walkabout and having this discussion that she suggested I get more involved and get my views across different platforms and engage with other customers. So, I did.

Firstly, I attended Customer Viewpoint team meetings, which are made up of customers who rent from Home in Scotland. They can review anything the housing association does, which could include looking at the type of complaints they receive; review improvements they make when things haven’t gone right; assess performance against their Customer Promise and feedback on proposed changes to the way they do things.

I also did Customer Promise Assessments, where you can visit Home in Scotland’s neighbourhoods and talk to customers who live there to measure how well they’re doing at delivering their Customer Promise. It was great to speak with other customers to get some perspective.

In April 2023, I joined Home in Scotland’s board as a customer board member. It’s been so interesting. I was made to feel welcome from the outset and felt comfortable speaking in what I thought may be a slightly daunting environment.

I am encouraged to express any concerns or raise any points. And where board members are particularly interested in an area they can ask for more information which staff will provide. For example, I asked for more information following a presentation on repairs. From that I made a couple of points that are now being looked at.

It’s quite good to be involved in various aspects of the organisation. For instance, if there’s a proposed new development you can share your views. Things like this have given me a much greater understanding of Home in Scotland’s wider operation. There’s a lot going on and you see that through all the committees that take place. It’s a busy organisation.

Being on the board has been really good for developing my skill set. But the greatest benefit has been being able to be a voice for the other customers, airing their views and experiences.

I don’t make it about me, but about the wider issues that customers are facing. I see my role as relaying what I hear from customers at Viewpoint meetings, involvement meetings, or Customer Promise Assessments.

I would definitely recommend being a board member. Being able to voice the views of other customers is so important, especially to the executive members of the organisation.
Obviously, not every customer can be a board member, hence the importance of surveys. That is why it will be very interesting to see the outcomes and views of the new Tenant Satisfaction Measures in England, and see what, if anything, we can take from them that enhance the process in Scotland and strengthen the customers’ voice.