When the
inspector calls

It’s been a busy year so far for our three resident inspectors. They’ve been visiting neighbourhoods across the region to talk to residents who’ve recently had a repair or home improvement done.

The volunteers do valuable work for us and their fellow residents as Edith Shah, Building Services Manager, explains:


“The resident inspectors play a vital role, supporting our property services team. They help us to get an honest picture of what customers think about the work we’ve carried out inside their homes and on estates. I think they feel more at ease talking to a fellow resident – someone who isn’t employed by the association. In some cases we’ve returned to properties as a result of the work carried out by our inspectors.”

Getting out and about

This year the inspectors have visited residents who’ve had new kitchens, bathrooms, windows and doors fitted, and external work such as painting. They’ve also spoken to people living in Chandos Court and Boswell Court who’ve had new front doors fitted and extensive improvements to their communal areas.


As well as checking that customers are happy with the work, inspectors are keen to find out if contractors are punctual, efficient and treat customers with respect. All this feedback is discussed by our project managers at contract meetings – and this helps us to make any changes and keep improving.

For example, the feedback collected by inspectors over the phone has helped us to understand how reporting repairs could be more streamlined, and how communication with customers about their repair could be improved.


Edith Shah concludes: “The resident inspectors have gained considerable experience in listening to customers and acting on their feedback. I’ve found that they often come up with ideas on how we can improve our service. They get a lot of satisfaction from their role and enjoy meeting other residents.”

Pictured from left to right:
Sharen Brice, Jackie Barnes and Sylvia Peacock.

"The resident inspectors have gained considerable experience in listening to customers and acting on their feedback."