Tenant Service Testers
Are we doing what we say we're doing?
Tenant Services Testers (TSTs) are tenants who take part in testing our services. The role of the Testers is to check whether service standards across the organisation are being met and whether any improvements can be made.
So far, our TST's have tested two service areas:
- Customer Service Standards
- Linc's Money Advice Service Standards
Recently, the TST's won a TPAS (Tenant Participation Advisory Service) Award 2014 under the category of 'Improving Services', following the test of the Money Advice Service Standards. The Testers received training and support, visited other organisations, carried out a review of our website, interviewed tenants who had received the service, and talked to staff from the team. They then produced an extensive report with recommendations for improvements. The Testers presented their findings to the Tenant Panel, staff and the Board and many of the recommendations have recently been adopted by Linc.
As a TST you are expected to attend training and a range of workshops to help you learn more about the service you are testing and the what’s involved. Testing a service area (such as Repairs, Customer Contact, Requesting a Transfer) can take up to 6 months. But the rewards are immense. If you are interested in becoming a Tenant Service Tester, please contact Karen Jeffreys. We are looking for more members so get in touch.
Telephone Number: 029 2047 4023
Email: karen.jeffreys@linc-cymru.co.uk