What is a Tenant Inspector?

Tenant Inspectors are volunteers who are trained to monitor services, collect data themselves, actively report on how well our services are doing and make recommendations on how to improve.

Our first tenant inspection

In February 2011 a group of tenants completed their two day training course run by the Tenant Participation Advisory Service, the "industry experts" in tenant involvement.

In total the Tenant Inspectors have invested 256 volunteer hours to training, preparing and undertaking this inspection.

What was inspected?

Trained, informed and confident the tenant inspectors completed their first inspection in April 2011 on housing's reception facilities and services in Library Square and Acomb.

How were services inspected?

A range of inspection techniques were used over a two week period:-

• 21 exit polls  - face to face surveys with customers as they left housing reception
• 7 checklists - assessing buildings and facilities from a customer point of view
• 3 staff interviews - opinions and suggestions from members of staff
• 2 job shadowing - witnessing first hand the service customers received

What did the Inspectors find?

The Tenant Inspectors made 10 findings including

• not all staff are confident in using systems
• a lack of helpful customer signage at the City office which is often in the wrong place, inadequate or poor quality
• facilities provided do not meet the needs of all housing's customers 

Based on these findings 10 recommendations were made, each with a set of detailed improvement actions.

In June 2011 the eight Tenant Inspectors presented their well-researched report to operational staff and to Housing Services senior management team

You can download the following documents from this page

• A copy of the Tenant Inspection report. 
• Appendix A - full details of the findings and recommendations
• Appendix B - reception service judgement

What happens next?

The ten recommendations are now included in housing's service plan to make sure we follow through and deliver the improvements, in existing receptions now and in future at West Point.

The Tenant Inspectors will monitor progress with the action plan on a regular basis.

Are you interested in becoming a Tenant Inspector? 

Already planning their recruitment drive and next inspection, there's no stopping the Tenant Inspection team.  If you are a council housing tenant and interested in knowing more email us at yourservice.yoursay@york.gov.uk or contact us on 01904 554379 and we'll invite you to our next taster session.