KHT's Tenant Inspectors

KHT has a number of Tenant Inspectors who help to make sure that we deliver an excellent service. Tenant Inspectors operate anonymously, checking on how services are provided and reporting back to the Trust, which will act upon their findings.

What is a Tenant Inspector?

Tenant Inspectors are tenants who volunteer to independently inspect KHT's services to ensure they are being provided efficiently and to the highest standards of customer care.
They provide a valuable service, acting as a safeguard to make sure that we are delivering our housing services in a practical way which is in line with our policies and procedures and meets our customers needs.

Why have Tenant Inspectors?

At the Annual Tenants Conference in 2004, our customers expressed an interest in KHT developing the Tenant Inspector Project. We listened to your views and as part of our Customer Involvement Strategy, made a commitment to launching the project this year.

We want as many of our tenants as possible to be involved in deciding how we manage your home. That's why we are continuing to develop a number of ways to be involved to suit the various levels of time and commitment that you have available. This can range from completing a small questionnaire, to attending a meeting, to becoming a Tenants Inspector. The aim of having Tenants Inspectors is to:

- Improve service standards
- Identify good and bad practice
- Provide a positive partnership with tenants

What do the Tenant Inspectors do?

All of our Tenant Inspectors have attended training provided by external agencies and our Customer Support team. The tenant inspectors' check KHT services against our policies and procedures to make sure that we are doing everything we are supposed to be doing. For example, they may telephone KHT and check how long it took to answer the phone and how we greeted the caller. Alternatively, they may visit a local office to check that the leaflets are on display. They will also be looking at our repair and regeneration programmes from a customer's point of view to check that everything is working in the way that it's supposed to. They are often referred to as mystery shoppers because their identity is not revealed to KHT staff, to ensure that they are treated in exactly the same way as our every day customers.

How do you become a Tenant Inspector?

We welcome any tenants who want to get involved in the Tenant Inspection project. If you're interested in becoming a Tenant Inspector or want to know more about what's involved, please give Jamie or Julie a call on 0151 290 7051 or 0151 290 7469 and they will be happy to answer any questions you may have.