Warrington Housing Association Scrutiny Panel
Warrington Housing Association Scrutiny Panel (WHASP) work with the Association to review our procedures and policies from a customer perspective. WHASP complete four reviews each financial year, making recommendations to the Board on changes the Association can make to improve the customer experience. On this page you can find out about our current WHASP members, the reviews they have completed and are scheduled to complete and how to join.
We sat down with our current WHASP members to ask them about their experience of WHASP:
I am an Independent Living Officer at Warrington Housing Association – based at our Lowry Close retirement scheme. As part of my role I have recently taken over working with our WHASP group to help them understand the policies and procedures from the point of view of a member of staff. I am most looking forward to making changes throughout the organisation and working side by side with the WHASP.
I have been a WHA tenant for 22 years and joined WHASP in 2008, and I am not the WHASP Chair. We get involved in site visits, property voids, customer satisfaction calls, approving marketing materials and representing both WHA at conferences both in person and via video.
We have input into policies such as customer service, maintenance and complaints, so many it is hard to remember all we have done! We have reshaped the language around disability to make it more inclusive.
Between WHA Board and WHASP we set a schedule of policies to review throughout the year. For each review we have a 12-16 week deadline so we have to have the momentum to get things done. Our report goes back to the Audit and Risk Committee and if they are happy, it gets reported to Board as an approved document and the process is reshaped.
I began my journey moving from Focus Group to a new group called the Scrutiny Panel. I volunteered mainly because it sounded very interesting and because I am nosy, I wanted to see what it was all about. There have been many changes, but it is still a great platform for tenants to give their view on many issues. These views are sent to the WHA Board and if possible acted upon. I feel that I have spent some of my spare time helping other tenants. I am happy to say that it is a very friendly panel, we deal with lots of different issues, but we are not always serious. We go on training courses, but have also met for food and drinks outside of WHASP.
I have been a member of WHASP on and off since 2008. I was a part of the originally named Focus Group and was asked if I was interested in helping to set up and become a member of the new WHASP – which I obviously was!
My favourite part of being on WHASP is that I get to put information and ideas into practice that helps both WHA and their customers, the panel work to understand the needs of both. Every member of WHASP wants to help make improvements in your everyday needs.
I joined WHASP in 2019, after a conversation with my Housing Officer. I was most interested in the way WHASP look at improving things for customers – I like talking to and meeting new people, so I thought it would be good for WHA and my confidence.
I was interested to know what WHASP was all about so I came to a meeting in 2010 to find out – and I am still a member 10 years later! I enjoy going to conferences to discuss with other Housing Associations how WHA can improve our service for customers. I also enjoy talking to other tenants at engage events to truly understand what we can do for them!
WHASP complete a total of 4 reviews each Financial Year. Below you will find the reviews we we have coming up in 2020/21.
TLF Customer Satisfaction Review
This review will involve a deep dive into our Customer Satisfaction Survey and recommendations to Board for improvement.
Come back in October 2020 for a copy of the review and Board Feedback
This review will see our WHASP review and develop a marketing plan to broaden our engagement with tenants in line with our Neighbourhood Strategy and Customer Involvement Policy for recommendation of actions.
Come back in October 2020 for a copy of the review and Board Feedback.
Terms of Reference and Code of Conduct
WHASP will review both the Terms of Reference and Code of Conduct to ensure it upholds the key principles of the scrutiny panel – independence, formality and power to effect change.
Customer Involvement Strategy:
WHASP will consult with WHA residents and customers to ensure the Customer Involvement Strategy is up to date and put into practice by WHA.
Come back in January 2021 for a copy of the review.