A panel of customer volunteers have carried out the first of two investigations into the way Riverside communicates on key issues.

The group, from Riverside Customer Voice Executive, started an investigation into how we communicate with customers on condensation, damp and mould earlier this year.

In doing so, they interviewed a number of Riverside team members, from Marketing & Communications team members to senior Directors in charge of repairs services.

They also reviewed a range of communications materials from letters and emails sent direct to customers when they report issues to more general communications like leaflets and newsletters and website content like customer support videos.

It led to the production of a detailed report, setting out strengths and weaknesses and setting out detailed recommendations for improvements that could be made.

These included:

• Providing customers with a detailed report following the completion of works
• Adding a QR code to letters to make it easier for customers to quickly report repairs via the My Riverside app
• Producing a new and updated communications plan – and consulting with customers on it
• Reviewing and updating customer information video/s – and consulting with customers on the final version/s
• Reviewing website text

Those actions and the others that were identified and accepted by Riverside are now being worked on.

The team members responsible for them will now have to report back to the scrutiny panel on a regular basis until the actions are complete.

Scrutiny panel chair, Keith Harkness, said: “Due to the vastness of the damp and mould problem sector-wide, the scrutiny panel decided to concentrate on how Riverside communicated with its customers regarding this.

“After numerous meetings with staff and by reviewing letters and documents sent to customers, we made several recommendations.  These were accepted and will be implemented by Riverside to make the damp and mould reporting journey easier.

“We found, on the whole, that communication was adequate but needed more detailed, easier to understand information.

“I would like to thank the panel, all the staff and TPAS for their help in making this scrutiny possible.”

For more information about scrutiny at Riverside, visit www.riverside.org.uk/you-your-home/have-your-say/national/scrutiny-panel/

The work of the panel was assisted by specialist agency, TPAS. For more information, visit www.tpas.org.uk