Service Review Panel

Service Review Panel

At Parkhead Housing Association, we value the input and feedback of our residents. We believe that understanding people’s experiences is vital for improving our services.

The Service Review Panel provides an opportunity for people to share their views and discuss what works well and how things could be improved. It also helps people feel more involved and connected to the services they use.

How it worked before

Previously, the Customer Scrutiny Panel adopted a more general approach to reviewing services, which helped to identify areas for improvement, but did not always reflect residents' real experiences.

What we changed

We have transformed the Customer Scrutiny Panel into the Service Review Panel. This reflects a change in the way we work.

Instead of carrying out general service reviews, we now focus on the real experiences of our residents.

We organise Service Review Panels, which bring together residents who have used the services and the Parkhead Housing Association staff responsible for delivering them. These discussions help us to understand how services work in practice and to identify areas for improvement.

To date, we have held two Service Review Panels, inviting residents who have used the services and representatives from Parkhead Housing Association who were involved in delivering and managing these services.

These meetings provided an opportunity for direct, face-to-face discussions about how the services operate in practice. Both residents and staff were able to share their experiences, helping us to better understand the full process and identify areas for improvement.

Review 1 - Medical Adaptations

During this panel we spoke to residents who have used the medical adaptations service. We wanted to better understand their experience. This panel covered the entire process from requesting adaptations to their delivery. The feedback emphasised the importance of clear communication and a better understanding of the process. We also shared information about priorities and explained what Parkhead Housing Association can and cannot influence. This is helping to improve the way in which the service is communicated and delivered. Read the final report below.

Review 2 - Window Replacement Programme

We reviewed the window replacement programme with residents who had experienced the process first hand. The discussions focussed on how the programme is delivered in practice, including communcation, timelines and expectations. The feedback highlighted areas where clearer information and updates would be beneficial. This information is helping us to improve the management and communication of the programme to tenants. Read the final report below.