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Scrutiny panel

Our customer-led Scrutiny panel review areas of the business agreed in conjunction with our management team and Homes board.

They also:

  • Undertake targeted, in-depth service reviews
  • Work on projects and topics agreed in conjunction with our executive team and Homes board
  • Provide biannual reports to our Homes board which include recommendations for improvement with an appropriate management response
  • Follow up on actions to ensure impact and value for money
  • Publish their findings

Scrutiny panel achievements

The scrutiny panel regularly undertake targeted, in-depth service reviews and report their findings to the Homes board.

The panel has recently undertaken an important project entitled Lettings - customer experience in finding a home which involved the review of Housing Plus Group lettings at both Severnside Housing and SSHA.  The panel made the following recommendations to the Homes board which were approved:

  • A full value for money exercise to be undertaken on both housing associations’ lettings processes.
  • The Shropshire Homepoint application process needs to be made more customer friendly and easier to use.
  • Customer complaints data should be made available from the third-party providers e.g. Shropshire Homepoint and Rightmove.
  • Consideration to be given to consolidating the existing SSHA and Severnside allocation policies ensuring that they are customer friendly.
  • Review the bidding system differences at SSHA and Severnside.
  • Property advertisements need to include more information, photographs and location details to aid customers in the bidding and viewing of properties.  Bring in line with private sector advertising to save time and expense for customers and the Housing Plus Group.

Progress against the panel’s recommendations will be shared at the next involved customers and homes board event in May 2019.  Following the event it will also be updated here.

The next project the panel will be focusing on is customer feedback from the 2017/18 STAR survey.  They have been tasked to investigate any changes that have been made as a direct result of customer feedback and in particular, improvements to the Group’s repairs and maintenance service.

The Scrutiny panel are always looking to recruit new members and are delighted that a new customer will be joining their team very shortly. You can get involved by registering here.


Useful documents