Feedback from our newly-formed Scrutiny Council is already having a major impact on the way we deliver our services to you.

The Scrutiny Council is an independent group of customers who identify weaknesses in our service and suggest ways we can improve.

The first area of our work they have chosen to look at is the repairs service and in particular how we ring customers back and keep them informed.

They looked at the North and Central regions, examining the relationship between the customers, local offices, contractors and our Customer Service Centre.

During the five-month project they interviewed staff and contractors, had focus groups and circulated a questionnaire to customers.

We have taken on board their recommendations and agreed an action plan. The key points are below:

1. They identified a culture of Guinness Northern Counties’ staff blaming each other for weaknesses in service. We have committed to address this through challenging and monitoring staff performance and giving more emphasis to service delivery.
2. We have agreed to a more robust line management of staff to improve customer service and delivery of Corporate Objectives.
3. We will improve customer service training for established staff and contractors so they put customer service first.
4. Do our staff know our Corporate Objectives or Service Standards – do they know that customer service is the number one priority? We are investing in Performance Management and training to make sure that they deliver what we promise to do.
5. We will be more accountable to our wider customer body. Scrutiny Council wants us to publish performance information regionally, so you know how well we are performing in your area.

“We are very grateful for the way in which Scrutiny Panel has investigated our service delivery and shared their key concerns with us around how the service is delivered. We have agreed that we will respond to their recommendations and drive improvements” says our Chief Executive Carol Matthews.

There are vacancies for customers on our Scrutiny Council. If you’d like to find out more about these voluntary positions please contact us on the details below. This is a brilliant opportunity if you have time and life skills to bring to the Council. In return you will receive training and development to support you in the role. If you would like further information about the Action Plan, please call Victoria Talbot, Customer Engagement and Support Officer on 0161 219 7041 or email Victoria.Talbot@guinness.org.uk