A Customer Service Monitor (CSM) is a resident who visits schemes around where they live to carry out inspections.
They report back on communal repairs and other estate management issues and provide a fresh perspective on the services we provide.
One of our resident CSM inspectors, Catherine McQuilliam, visited our Amhurst Park scheme in Hackney in October. Catherine noted a number of large pot holes around the estate and the low level railings which had been damaged by passing vehicles.
The local team were already aware of these issues and working on solutions but the CSM was able to provide a fresh perspective and suggestions for improvements.
When Catherine visited the scheme again in March;
the pot holes had been filled in,
the caretaking team had started a project to replace the railings with a new, eye-catching border improving the overall appearance of the scheme,
residents had been contacted about items kept in communal areas, and
the allotment area had been improved.
Catherine said, “I enjoy getting involved; I get to meet new people and share my views with Southern Housing Group. I like taking part in these estate inspections as this often results in conditions for residents being improved.”