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We're about listening

High Involvement Activities

Board members with graduate
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Become a Board Member

City West are more than happy for tenants and leaseholders to apply for selection to sit on the Board of City West. Applicants are of course subject to legal conditions for Board members. We have four customers on the Board, who sit alongside four Independent Members and four Members who were nominated by Salford Council. These individuals may be locally elected councillors or officers of the Council.

This is the highest level of involvement you can have. You’ll receive personal development opportunities and your input will make a difference.

Discover more about whats involved and who our current Bard members are.

Join the Customer Scrutiny Inspectorate

A specially trained group of customers who scrutinise all aspects of service, development and goverance across the whole organisation, reporting their findings directly to the City West Board.

It's important that you are passionate about improving services and making a difference and that you are able to spot areas for change which will continue to meet the needs of our customers.

You will receive training, development and the chance to make a real difference to other customers' experiences at City West.

In Quarter 3 of the 2011/12 financial year the City West service standards have been tested through both void inspections and mystery shops of the area offices.

In terms of Void Inspections there was a total of 6 properties inspected against the relet standard. The ratings are: 1- Very poor/ 2- Fail / 3 - Pass / 4- Good Pass / 5- Exceptional, with anything over 3 (pass) being classed as a pass. In total 4 (66%) of the 6 properties inspected passed.
 
In terms of the mystery shops, all 4 area offices were inspected and rated on a scale: 1- Very Poor / 2- Poor/ 3- Acceptable / 4- Good / 5- Excellent. If the customer rates us as 3 (acceptable), 4 (good) or 5 (excellent) then the mystery shop will pass; however, a score of 2 (poor) or 1 (very poor) then the mystery shop will fail. In total all 4 areas passed the mystery shop inspection.
 
Overall, there was 10 individual inspections (6 void inspections and 4 area office inspections) with a total of 8 (4 void inspections, 4 area offices) meeting the standard. This reflects a pass rate of 80%.
The proposed areas for inspection are:
 
Void (re-let)                30 Inspections                      
Area offices               1 inspection per month per area office                              
Site inspections        4 inspections within the quarter to check code of conduct
Surveys                      45 visits/phone calls over the quarter to carry out satisfaction survey with customers following re- investment work                      
Block inspections      Caretaking inspection work carried out across 17 blocks during the quarter
 
If you or anybody you know would be interested in joining the Inspection team to carry out mystery shopping and inspections across any of the above areas, then please contact Jacqui Holmes on 0161 606 7630.
 

Mystery Shopping

The Mystery Shoppers now have a busy workload and may be ringing tenants in your area. If anybody has any questions about mystery shopping then please contact Jacqui Holmes on 0161 605 7630 or email jacqui.holmes@citywest.org.uk.