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 2026: Antisocial behaviour (ASB) service - Customer Voice only
A spotlight report carried out by members of Customer Voice. The purpose of this report is to support the service with changes taking place within the team. Also to feed into the wider scrutiny activity later this summer.
June 2026: Parking enforcement
A task and finish exercise looking at sub‑contractor behaviours, how well we communicate with customers about parking services, and how clear and transparent our processes are.
July 2026: Cleaning and grounds maintenance
A light-touch exercise looking at the performance of Pinnacle’s services, following them taking over services in November 2025.
August 2026: Antisocial behaviour (ASB) service
An in-depth review looking at how effectively we manage ASB, and how well we communicate with and support residents through their experience of being affected by ASB.
September 2026: Contractors and third-party providers
A task and finish exercise to look at how consistent housing services are when being delivered by third party managing agents. We’ll look at behaviours, complaint handling and customer satisfaction.
September 2026: Tenancy fraud
A light-touch look at Hyde’s approach to tackling tenancy fraud and understanding its scale and impact.
September 2026: Complaints
Light touch exercise to look at how well we manage complaints, to check the quality of our responses, and better understand customer satisfaction figures.
February 2027: Information governance (STAIRs)
A light-touch look at how well we’re preparing for the implementation of the government’s new ‘STAIRs’ policy for information-sharing.
2027, timing TBC: Neighbourhood Officer role and our neighbourhood model
An in-depth exercise looking at customers’ experience of the Neighbourhood Officer role - how visible officers are, how consistent the service is across different areas, and the impact of the neighbourhood model generally.