Better Value
Introduction
Better Value is the name given to a process of continuous improvement, and 
which involves close participation by an organisation's customers. In the case of SHAL Housing we have two groups of tenants who are actively helping.
This is a small, informal group made up, largely, of tenants. It meets three or four times a year and specifically considers the subjects to be reviewed and provides a customer viewpoint on the service currently provided and suggests improvements which could be made.
Their ideas are put to our survey team and staff, reassessed, and where necessary, recommendations put to the Board for implementation.
Best Value Survey Team
This group of tenants fulfill two functions
- comment specifically on the ideas of the Better Value Group
- carry out surveys over time - much like mystery shoppers
Progress so far
We have reviewed:-
- Benefits Advice
- Customer Care and Reception
- Rents
- Central Services (for example, accountancy, computing)
- Repairs
- Planned maintenance and improvements
- Information about SHAL and its services
- moving home, including lettings and mutual exchanges
- formal complaints
- consultation and participation
- tenancy issues
- development
SHAL Community
If you want to join the "SHAL Community", our tenant discussion forum, click here.