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Tenant Involvement
Maintenance Customer Advisory Panel
Tenant involvement in the running of maintenance is an important part of our strategy to improve the service we provide.
The CAP (Customer Advisory Panel) Group was set up in December 2003. It is an independent body made up of and run by people living in our properties. The group meets once a month and is able to discuss any aspect of maintenance it considers to be important. Members can question staff at all levels and the departments manager Tim Sheffield attends meetings to brief the group and answer questions.
The group has been involved in:
Maintenance Customer Advisory Panel
Tenant involvement in the running of maintenance is an important part of our strategy to improve the service we provide.
The CAP (Customer Advisory Panel) Group was set up in December 2003. It is an independent body made up of and run by people living in our properties. The group meets once a month and is able to discuss any aspect of maintenance it considers to be important. Members can question staff at all levels and the departments manager Tim Sheffield attends meetings to brief the group and answer questions.
The group has been involved in:
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Setting the departments budget.
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Advising on updates to our Disabled Adaptations and Relet policies, has worked with consultants on the departments Five-Year Plan and has helped in the rewriting of the departments manual which sets out all our procedures.
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Setting up a self-paint programme so people can stain their outside doors with goods supplied by NCHA.
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Testing a new type of stop-tap which works at the flick of a switch and can be positioned more conveniently than the traditional sort.
The independence of the group is the key aspect of its ability to represent tenant interests and also to help maintenance improve. CAP has given the department access to fresh ideas and the perspective and experience of people who live in our homes.
An example of this will be seen in October when the group launches a pilot project to improve the service provided to vulnerable tenants. Under the scheme, which will be tested in the Ollerton area, elderly tenants or those with illnesses and mobility problems, who volunteer to join the programme, will have a faster response time to repairs. Tenants who qualify will also be given appointments for work to be carried out. If successful the initiative could be made available to all of NCHAs tenants.
CAP will be setting its own website shortly. For the time being anybody interested in getting in touch with them can use the CAP Group Feedback Form on this website to do so.
