Our customers have the opportunity to scrutinise our performance information, and to hold us to account for anything they feel isn’t up to standard. 

What we mean by scrutiny 

When we talk about resident scrutiny, we’re talking about: 

  • Providing information about our performance, so you can see how well we’re doing 
  • Offering you opportunities to talk to us about our performance, to find out more, and to work with us to find ways for us to improve. 

What happens within a scrutiny activity 

We take different approaches to scrutiny activities, depending on the topic or service being looked at. These are: 

  1. In-depth investigations 
  2. Task & finish projects 
  3. Light touch reviews 

To scrutinise a service and find out how it’s working we might use any combination of the following activities:  

  • Case studies: looking at real-life tenant cases to see how the service works 
  • Interviews & focus groups: talking to customers to understand their experiences 
  • Mystery shopping: testing how we respond to customer queries 
  • Surveys & feedback forms: collecting feedback and other data about the service 
  • Service audits: looking at processes and policies, and how well we follow them 
  • Comparative analysis: comparing how we work against other organisations and best practice 

What services are we looking at this year? 

Each year the scrutiny programme is agreed with Customer Voice. This year we’re going to be working with customers to scrutinise the following services: 

May - June 2025 - Mutual Exchange 

Light-touch investigation: looking to ensure that policies align with tenancy agreements, legal frameworks and bring fairness to decision-making. Also to identify any barriers to successful exchanges and improve satisfaction with the process 

June – July 2025 - Damp & Mould 

Task and Finish exercise to make sure that our homes meet decent standards and that we offer timely responses to any requests or issues reported.  

July – September 2025 - Anti-Social Behaviour (ASB) 

Light-touch exercise to assess how effective our responses are to reports of ASB, as well as how we communicate with, and support, those affected by ASB. 

October – December 2025 – Tenancy services 

In-depth investigation to look at how tenancy support services meet diverse customer needs. 

January – March 2026 - Complaints 

Light touch exercise to make sure that our complaint handling is fair, timely & compliant with standards, and to see how we can be more efficient & transparent 

How can I get involved? 

You can get involved in as many scrutiny activities as you want. Use our sign-up form to let us know your interest and a member of the Customer Involvement team will be in touch with more information.  

Sign up