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Our-scrutiny-team

Our scrutiny team

About the scrutiny team

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.

Meet the team

Laura Henderson scruitiny team member selwood housing

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.

Scrutiny team reviews

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Beginning of a tenancy review

2021

Four out of four recommendations were taken on board within the review. Key achievement: New training has been added to our learning and development programme at Selwood Housing such as Autism awareness training.

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Enhanced Landlord Scheme review

2021

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.

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Communication with the complaints process

2020

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.

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Voids review

2019

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.

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End of tenancy review

2019

Key acheivements: bereavement training has been given to neighbourhood and advanced customer service staff members.

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Scrutiny terms of reference review

2021

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.

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