Here’s an idea

Debbie: We have a tenant inspection scheme that is designed to enable tenants to carry out a “reality check” on the services that are provided to them by their landlords.

It’s a partnership of five organisations: our tenants’ and residents’ federation, Sandwell council, Wrekin housing trust, Mercian Housing Association and TPAS. We first met in February. We got City and Guilds certificates and ran taster sessions on what the role of an inspector would be like.

As inspectors we audit the landlords’ performance using the “mystery shopper” technique to check responses to problems. We also work shadowed individuals to see how they work. We produced three reports and the recommendations of those reports were included in the best value regime. Further audits are planned for customer care and sheltered housing, and we have applied to the Housing Corporation for a grant to extend the scheme.

Richard: We were trained in-house by Sandwell council and given an ISO qualification certificate. Our ISO auditors go into offices armed with their manuals and they carry out their inspections of the premises. As a result of the scheme management at Sandwell have asked us to go on a business management meeting and present our findings. They have also decided to approve funding for the next 12 months and we have been invited to attend the council’s quality assurance meetings to present our findings.