Residents Review Radian!

Every year we invite our Resident Auditors to come and inspect our service.  This year the subject chosen by residents was ‘Voids and Allocations’.  Basically this is the process of what we do when a resident ends their tenancy with us and how we find a new resident to take over the property.  This year Swaythling, Drum and Windsor residents were involved with visiting each other’s offices to audit the service.  We also had six new Swaythling residents complete 2 days of training and complete an audit.  The new auditors found the training very useful and even completing a session on statistics didn’t faze them!

The audits have now been completed and each organisation has a report submitted by the residents on what they do well and areas for improvement.  Staff at each organisation will now look through the report and feedback and recommendations or amendments.  There is also a feedback session arranged so staff and residents can discuss how the audit went and plan for future inspections.

Alongside the Resident Auditors we also trained six residents to become mystery shoppers.  Mystery shoppers either call into our offices in person, phone up our customer services centre or look up information through the website.  They then score us on how we have dealt with their query and feed back areas where we could make improvements.  This is good way for residents to evaluate our service without having to commit too much of their time.

If you would like to take part in this project in the future please contact Stephanie Stanley on 023 8062 8157 or email This e-mail address is being protected from spambots. You need JavaScript enabled to view it