Rotherham: Improving choice based lettings from a customer perspective

 The review talked to members of the public via interviews and an article in the local press and Members attended an open meeting organised by Rotherfed, the local tenants and residents association. Other evidence was gathered through ‘mystery shopping’, a desktop exercise and interviews with officers, members and other housing providers.

Key recommendations emerging from the review include: 

• That a system for the introduction of ‘real-time’ feedback for customers be introduced as a matter of urgency.
• That robust measures are put in place to ensure that the Housing Register is an up to date, accurate and effective database of customers.
• That consideration be given to giving fuller descriptions of properties, including indication of garden sizes.That a system for the introduction of ‘real-time’ feedback for customers be introduced as a matter of urgency.
• That robust measures are put in place to ensure that the Housing Register is an up to date, accurate and effective database of customers.
• That consideration be given to giving fuller descriptions of properties, including indication of garden sizes.

 

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