Robyn Inglis

Appointed April 2023

Robyn is one of our customer board members and has been a Home Group customer since 2019. Robyn lives in Dundee with her family and is passionate about customer service and committed to making a difference.

Robyn has been a customer on our Viewpoint Customer Panel since March 2022, participating in our customer promise assessments and providing invaluable feedback on our services. Robyn brings a wide range of skills to the Home in Scotland Board and graduated July, 2024 with a first class honours degree BA Hons Primary Education.

My family and I became Home in Scotland customers about four years ago. When we moved in we needed some repairs doing. However, I did get a little frustrated with the time it took. 

I must stress my issue wasn’t with Home Group Scotland, who did what they needed to do, it was with the contractor at the time, who in our view took longer than we’d expect to get things sorted. 

Around the time of our issue, a Home Group Scotland customer engagement advisor was doing a walkabout on our estate with the housing manager. This allows customers to discuss their local area and identify any improvements. So, I had a bit of a moan to her about the contractor. 

It was as a result of me attending the walkabout and having this discussion that she suggested I get more involved and get my views across different platforms and engage with other customers. So, I did. 

Firstly, I attended Customer Viewpoint team meetings, which are made up of customers who rent from Home in Scotland. They can review anything the housing association does, which could include looking at the type of complaints they receive; review improvements they make when things haven’t gone right; assess performance against their Customer Promise and feedback on proposed changes to the way they do things. 

I also did Customer Promise Assessments, where you can visit Home in Scotland’s neighbourhoods and talk to customers who live there to measure how well they’re doing at delivering their Customer Promise. It was great to speak with other customers to get some perspective.