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:
- In-depth investigations
- Task & finish projects
- 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.
How can residents get involved?
To join in, sign up to our Customer Collective and we’ll keep you informed about upcoming activities.
What services are we looking at this year?
Each year the scrutiny programme is agreed with Customer Voice. This year we’re working with customers to scrutinise the following services:
May - June 2025 - Mutual Exchange
Light-touch review aimed to assess customer satisfaction, service accessibility, and communication, and to test whether earlier customer insights had led to improvements.
January - February 2026 - 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.
February – March 2026 - 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.
March 2026 – Tenancy services
In-depth investigation to look at how tenancy support services meet diverse customer needs.
April 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.