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  • Top-class customer scrutiny

Top-class customer scrutiny

"emh group has demonstrated an exceptional approach to scrutiny that is tenant-led and delivered with an impressive partnership ethos and mutual respect with staff, board and executive team."

Jenny Osbourne, TPAS Chief Executive

TPAS accreditation 2017

Leicestershire-based emh group’s Scrutiny Panel has been assessed and accredited with the Quality Assured Scrutiny mark awarded by TPAS, HouseMark and the Chartered Institute of Housing. This means that its work compares with the best and is genuinely tenant-led and independent.

The panel’s volunteer residents make sure that customers receive high-quality, relevant and value-for-money services. And they play a vital part in the 19,000-home landlord’s approach to co-regulation, by reviewing the standards of what the group offers in return for people’s rent and service charge payments.

Recent work by the panel on empty homes has helped the organisation to streamline the way it prepares vacant homes for re-letting, which has seen the average turnaround time cut by a third.

Over the past three years, emh group’s board has approved more than 80 per cent of the Scrutiny Panel’s recommendations, and congratulated its members on highlighting issues that really matter to residents, but which might not otherwise have been tackled.

The panel commits to consulting with at least five per cent of the group’s residents each year. Following the Grenfell Tower tragedy, it has started an investigation into fire safety to give residents assurance about the systems and protection in place in emh homes.

Presenting the panel with their Quality Assured Scrutiny certificate, TPAS Chief Executive Jenny Osbourne said: “emh group has demonstrated an exceptional approach to scrutiny that is tenant-led and delivered with an impressive partnership ethos and mutual respect with staff, board and executive team. There’s a great focus on value for money and ensuring recommendations are accepted, actioned and monitored.”

The Scrutiny Panel is an important part of emh group’s commitment to keep residents at the heart of everything it does, and enable customers to hold decision makers to account.

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