By Laura Giannini
Photo by Harvey Smart
Here’s some good news for West Dunbartonshire Council tenants and home owners with WDC as their factor – you have a champion.
A Scrutiny Panel is tasked with the job of checking the performance of the Councilʼs Housing Services.
This panel, of up to 12 volunteers, meets monthly and uses tenant surveys, interviews and visits to Housing Services, to measure performance.
Clydesider met with Fiona McClymont, member of this panel for six years, to hear how the panel works and how these checks are managed.
What training is provided by the WDC Housing Services?
“Understanding the role – we are not there to resolve individual problems, but to check the overall process, eg from report of a need to the carrying out of the work.
“Monitoring the way the job is handled. Confidentiality is important and this is made very clear.”
Are panel members shown different standards of work to understand what is acceptable?
“No. It’s not our job to be a Clerk of Works. Our role is to try to clarify the process, to make it easier and hopefully better from the tenant’s point of view.
“We assess whether the process is carried out accurately, correctly and in good time. Then we report our findings. That is sent to the Councilʼs Housing Improvement Board.”
Mystery shopping is mentioned on WDC’s website. What is meant by this?
“We can test specifics of the service offered; for example, how long it takes to answer the phone; how easy it is to find things on the website.”
Can you give an example of how the Panel effected a significant change?
“One of the ways we monitor is to shadow workers. While doing this the panel noticed that after requested repairs were completed the householder would often say ‘while you’re here
could you just …?’
“The standard practice was to say, ‘sorry you have to call in and book a further appointment.’ This seemed a slow and frustrating way of dealing with tasks.
“After some discussion a suggestion to give a computer to those assigned to the tasks, so the jobs could be booked in at once, lessening the work for office staff and speeding up the process for the tenant.”
Have you ever needed to progress an issue to the Scottish Housing Regulator?
“No, not so far. Our recommendations are very often taken up and implemented. We like to keep them on their toes.”
What is the most satisfying aspect of your work with the Scrutiny Panel?
“Making small changes that really do make it easier and more satisfactory for tenants.”
Anyone interested in the work of the Scrutiny Panel can find background and reports by searching ʻScrutiny Panelʼ on the WDC website.
To volunteer with the Scrutiny Panel contact the WDC Tenant Participation Officer Ja*******@****************ov.uk or call her on 07983542993.
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