Tenant feedback about DGHP’s repairs service is directly impacting the future of the service after Board and DMC members spent the day shadowing frontline Lovell staff.

Members of some of DGHP’s District Management Committees and our Board recently spent a day shadowing Lovell tradesmen.

The DMC and Board members joined the repairs workforce for the day to try and identify things that could be made better to improve our service to tenants.

Board member Margaret Brown (pictured above) spent the day in Dumfries with a Lovell joiner. She said: “It was a good chance for me to see from the other side what Lovell does on a daily basis. As a tenant myself, it’s even better for me that I could get out and about to try and see if there was any ways that the service could be improved for tenants.”

Staff from Lovell and DGHP were brought together to go over the tenant feedback to come up with ways of improving customer care and making the repairs service even better.

Director of Housing Services with DGHP, Jayne Moore said: “This is an excellent opportunity for us to work with one of our contractors to learn from our tenants’ experiences. Tenant feedback in this kind of situation means we can work together to make improvements.

“Lovell has given us this opportunity to tell them our tenants’ experiences truthfully and we can look forward and make changes. Without the help of our tenant Board and DMC members who went out with the Lovell staff, we would not have been able to come back armed with the suggestions to improve the service.”

Staff from Lovell and DGHP are pictured above working on a customer care exercise as part of their training day.