We told you in November that we’d be sharing more of the great work the Performance Allies have achieved.
The Performance Allies produced their final recommendations from their first project which inspired a #callme campaign – an internal communications campaign reminding colleagues to get back to you, even when there’s no update.
We’ve been working with the Allies to understand exactly what policies and procedures they want us to publish on our website. They felt strongly about being open and transparent about how we deal with the issues you raise with us.
The Allies reviewed the websites of other large housing associations and felt that Peabody had a good offer.. We listened and collaborated with our Policy team to increase the number of available policies and procedures on our website.
Watch this space to hear directly from the Performance Allies very soon!
Does this sound like something you’d like to be involved in? Complete our quick poll to register your interest and we’ll invite you to the next Performance Allies meeting to find out more.
The Performance Allies our resident scrutiny group, work in collaboration with us, to help us perform better. We’ve been working with them to really get under the skin of the number one thing we know you want to improve – call backs.
The Performance Allies have analysed call back data. They’ve spoken to colleagues in our contact centre and repairs teams. They’ve mystery shopped, and surveyed colleagues to understand what’s getting in the way of calling you back; focusing on people, process and systems.
Their results? We’re going to be bringing them to you soon, so watch this space!
But we’re really impressed with the work that the Performance Allies have put in, and we’re excited to start thinking about our next project.
Does this sound like your sort of thing? We’d love to invite you along to the next Performance Allies meeting, so you can help us decide how we’re going to investigate further.
Complete our quick poll if you’re interested and we’ll get in touch.
The Performance Allies, our new resident scrutiny group, are off to a great start. To kick off, they're focusing on the number one concern you’ve told us makes you unhappy – call backs. We know that this is one of the main things that lead you to be unhappy with our services. So, once the Performance Allies have looked at the data, and talked to customers and colleagues, they’re going to make some recommendations on how to improve for our Customer Experience Committee to consider.
The group held their first session, which focused on understanding why customers feel that we don’t call them back when we say we will. We know that this is really important to you all, and we’re committed to taking the time to understand this area of our performance fully before thinking about how we can improve it. Following the session, the Allies have agreed to discuss amongst themselves exactly how they want to go about investigating our call back performance. They'll report their recommendations to the Customer Experience Committee (CEC) who’ll follow their progress and at times prioritise the projects they work on. We’ll be catching up with them at the end of June to find out how they’ve got on, and how we can support them to understand where we are, and how we get to where we need to be.
We continued our scrutiny journey by hosting an interactive taster session on 21 April with customers who want to help us perform better.
Customers got stuck into a live ‘scrutiny in action’ exercise. We focused on poor communication which customer insight tells us is a key driver of dissatisfaction. Working in groups customers discussed how they’d approach their project in stages and how they’d evaluate their success. We've since held one to one informal conversations with this group to get to know them better, understanding how they can help us perform at our best. We held a training session with successful applicants to train them up for their first meeting in May.
We’re looking for customers from across Catalyst who are up for a challenge and want to work in partnership with us. We’re looking for different ideas, skills, passions and interests to help us turn feedback into action.
You’ll be our critical friend, energised by getting under the skin of good and bad performance.
Enjoying working with others, you’ll understand that while we don’t all think or feel the same, we can work together to design solution focused actions.
Tell me what’s involved?
Comfortable analysing rich sources of information, you’ll work with colleagues and customers to ask probing questions and carry out research to gather more information.
Your recommendations will contribute to robust and meaningful action plans. These action plans will be monitored by our Customer Experience Committee who report to the Board.
Our approach is flexible. Rather than having one group, we’re growing a pool of local experts, so you can get involved in projects when topics interest you. We’re looking for diversity of thought. Our selection process will help us identify a range of different personalities to help us get the best out of every project.
How much time do I have to commit?
No more than 12 hours every three months. We simply ask that you get involved in a minimum of one project each year.
Due to the current pandemic, our interactions will kick off online. If you need any help or support to get online, get in touch, we’ll be happy to help.
What’s better is you’ll receive training to help you get the most out of the experience and as the group grows, you’ll be able to mentor new members too.