Our scrutiny team is an independent group of customers that ensures our services are effective and that the way we work considers our customers' perspectives.
Part of something called co-regulation, the scrutiny team, rather than the government, make sure we are doing what we should be.
The team produces reports and recommendations for service improvements, for our leadership team and our board.
Growing up around Devon and Somerset, I am a Westcountry girl at heart and moved back to Frome in 2013. I have worked in various jobs from guiding people around Longleat House to sending people down zip wires and I also volunteer as a Brownie and Guide leader.
Between that and crafting I always have something on the go, and it helps keep me smiling! I am looking forward to volunteering at Selwood Housing and seeing how I can best contribute through my role on the scrutiny team.
We are currently working on this review and have recently sent a survey to a number of customers about their recent experience - check back in December to see how we are progressing!
Key achievements: Scrutiny's first online survey to customers completed and achieved a great response rate. Three of four recommendations have been accepted by management and will be delivered in the action plan.
Key achievements: six of seven scrutiny recommendations have been agreed, which reflect the highlights of the white paper. New policy and procedures are currently being implemented, which many recommendations tie into. A new customer complaints forum will also be added to involvement opportunities in 2022.
Key achievements: operational priorities and COVID-19 impacted the completion of this review. Many of the recommendations will form part of the property standards review which will be a part of our customer involvement programme in 2022.
Key acheivements: bereavement training has been given to neighbourhood and advanced customer service staff members.
Scrutiny was established in 2015 and this year we decided to revisit and re-draft the terms of reference which is the document that underpins the why and how of how scrutiny operates.
Colleagues from across the business, our board and our scrutiny team all contributed to the review, and you can find the agreed 2021 version here.