We are currently looking for further Tenant Representatives in the varied roles detailed below, should you want to get involved or require any further information on the roles you can contact The Tenant Engagement Team by emailing us at tenant.engagement@bassetlaw.gov.uk or call us on 01909 533 263.
- Customer Experience Group Member
- Inspector of contracted services
- Mystery Shopper
- Security Panel Member
- Tenant Steering Group Member
- Compliance Representative
- Tenant Representative for Repairs
- Tenant Voids Inspector
- Tenant Voice Representative
Customer Experience Group Member
As a Customer Experience Group Member, you will help to review recently resolved complaints that have been anonymised, with the aim to take learning from complaints, including the issues raised in the complaints and how they have been handled, and use this information to help identify where services can be improved. Responsibilities for the role include:
- To attend Customer Experience Group meetings and contribute to the review of resolved complaints.
- Helping to select recently resolved complaints to be reviewed by the Customer Experience Group prior to the meeting.
- You will help to identify where learning needs to be taken from complaints that have been reviewed and provide feedback to the Council.
Inspector of contracted services
In this role you will be responsible for following-up on work completed by contractors, by taking photos and confirming whether work has been completed to the correct standard. Your feedback will highlight both good and poor examples of workmanship and will help to hold contractors to account. Your responsibilities will include:
- Meeting with contractors, both on site and during meetings, as frequently as agreed between yourself and the Property and Development Manager.
- You will provide feedback to the Property and Development Manager, completing reports as frequently as agreed between yourself on the manager.
- You will have some understanding of what to look for when identifying if work has been completed to the correct standard and how to correctly identify this using photographic evidence.
- You will maintain a constructive approach to the feedback provided to the Property and Development Manager, with the aim to work together to identify errors and rectify them in partnership with the contractor.
Mystery Shopper
The role of a Mystery Shopper is to use the Council’s services for the purpose of identifying where services are working well and where they will need to be improved. You will provide feedback to the Strategy and Engagement Manager, who will use this to help influence improvements to the services the Council offers. Your responsibilities will include:
- Providing feedback to the Strategy and Engagement Manager, as frequently as agreed between you and the manager.
- The feedback you provide will be constructive and with the aim to help improve services for all tenants.
- You will have knowledge of the services the Council provides and will be able to determine whether the service you receive as a mystery shopper is in line with this or not.
Scrutiny Panel Member
As a Scrutiny Panel Member, you will join other tenants on the Scrutiny Panel and will collaborate with members of staff from the Council’s Tenant and Resident Engagement team. The aim of the Scrutiny Panel is to identify areas of the Council they believe would benefit from undergoing a level of scrutiny and conduct a scrutiny review of that area. The aim of the scrutiny review is to identify where and how services can be improved and produce a report containing the recommendations from the review. The Council will then use these recommendations to help improve services and will provide a report back to the Panel identifying what changes have been implemented and provide reasons as to why any recommendations have not been implemented.
The Scrutiny Panel with have access to a wider pool of tenants willing to take part in scrutiny reviews. The Panel must ensure there is a focus on covering wider demographics in Bassetlaw and consider ways to make scrutiny accessible for all.
Responsibilities from the role include:
- Collaborating with the Council to improve services by conducting effective scrutiny reviews on its services.
- To produce reports with recommendations to the Council following a scrutiny review.
- You will need to evidence how you have considered a range of demographics when holding a scrutiny review, such as tenants from different areas of Bassetlaw, tenants with different ethnic backgrounds and tenants of different ages.
- The Scrutiny Panel and the Council and will have a responsibility to maintain a positive working relationship, for the benefit of our tenants and leaseholders.
- All members of the Scrutiny Panel will complete scrutiny training and where possible attend the annual TPAS Scrutiny Conference.
Tenant Steering Group Member
This group will work with the Tenant and Resident Engagement team to review the Tenant Engagement Strategy and highlight where aims have been achieved, whether they are ongoing and if further aims need to be added to the following year’s strategy. The group offers tenants and leaseholders the opportunity to find out about how we are engaging with our tenants and leaseholders and can scrutinise how we are doing that. The group will also discuss ideas for news ways to engage and prioritise specific demographics. Responsibilities for the role include:
- Understanding the current Engagement Strategy and how this links in with the work the Council are doing to engage with tenants and leaseholders.
- Helping to scrutinise the Engagement Strategy and contribute ways you think the strategy can be improved.
- To work well as a small group and understand the value of everyone’s opinion.
- To contribute aims you believe need to be included within next year’s strategy.
Compliance Representative
Compliance Representatives will have the opportunity to become involved in areas of Compliance that impact tenants. The role will function within the Compliance team and will report directly to the Compliance Manager. Roles and responsibilities will include:
- Helping to consult with tenants to relay information effectively.
- Having oversight on various compliance assessments and provide feedback to the Compliance Manager, focussing on how assessments were conducted and how tenants were involved where appropriate.
- You will have some understanding of current Government legislation relevant to your role.
- You will complete training relevant to your role to enable you to conduct your role effectively.
- You will attend meetings as often as is agreed with the Compliance Manager.
- You will understand the overarching responsibility Compliance has, to keep our tenants safe in their homes and feel they are listened to when raising Compliance issues.
- You will use the role to the benefit of the Council and its tenants and to work with us cooperatively.
Tenant Representative for Repairs
Tenant Representatives for Repairs will work with the Repairs team by being involved with the review and implementation of the new Repairs Policy and Strategy. This policy will cover issues such as what repairs are assessed as urgent and how different jobs are prioritised. Responsibilities for this role will include:
- Having a good understanding of timescales and how works are prioritised.
- To contribute to the Repairs policy and strategy and attend meetings regarding this as required.
- To assist members of the Repairs team at tenant events such as the Forum and Conference, by helping to answer questions share knowledge gained as a result of doing your role.
- To be able to advise tenants on how to report a repair or utilise the online Repairs Portal (Repairs Portal is in development, Tenant Representatives will be given training on how to use this system once the Portal is active).
Tenant Voids Inspector
As a Voids Inspector your role will be to conduct inspections of voided properties (empty properties being prepared for re-let) that have been worked on and assessed as ready to let. The number of properties to be inspected, frequency of inspections and what/how information needs to be fed back, will be agreed between you and the Housing Solutions Manager. Responsibilities for the role include:
- Having a good understanding of the Council’s Acceptable Letting Standard.
- Completing inspections of voided properties and feeding back to the Housing Solutions Manager.
- You will complete training relevant to your role to enable you to conduct your role effectively.
- You will attend meetings as often as is agreed with the Housing Solutions Manager.
- To assist and contribute to reviews and scrutiny reviews that involve void properties.
- You will assist the Council in delivering updates on voids to the wider tenant community at meetings such as the Tenant Forum or Tenant Conference.
Tenant Voice Representative
As a Tenant Voice Representative you will help support your community by reporting issues within the neighbourhood such as overgrown hedges and grassed areas, fly tipping, issues with anti-social behaviour and any other issues affecting the wider community. You will have a direct point of contact to report the issues highlighted and will be updated on any actions taken. Responsibilities for the role include:
- Having regular check-ins with your single point of contact with the Council, with frequency agreed between yourself and the point of contact.
- You will report issues brought to your attention in your community to the single point of contact.
- You will support the Council to address issues in your community, by providing necessary information with the single point of contact.
- The role may also involve working with partners such as the Council’s Anti-Social Behaviour team.
- You will gain understanding of what issues can and can’t be reported as anti-social behaviour and what information is necessary to be passed on to the Council in order to address issues in the community.
Last Updated on Wednesday, April 9, 2025