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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

I was born in Chippenham but moved to Trowbridge when I was about 17.

I have experienced a variety of jobs but have spent more years than I care to remember, in the care industry. At present, I work with young people (16-25) but have worked with the older generation who have wonderful stories to tell. When I had young children I volunteered for Meals on Wheels, which was great fun and encouraged me to work with older people when the children started school.

In my current role, I have completed many training courses and the skills I have learnt, in working with a variety of people, are easily transferable to many situations.

I look forward to being part of the scrutiny team and helping to make a difference for all tenants.

Scrutiny team reviews

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Operational communications review

2022

The scrutiny team have now begun their next review looking into customer communications at Selwood Housing. They'll be undertaking numerous tasks such as benchmarking, interviewing staff, reviewing communications and getting in touch with other customers to have their say.

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Beginning of a tenancy review

2021

Key achievements: All recommendations were taken on board within the Beginning of a tenancy review. The team considered two major pieces of current Government and industry literature, The social housing white paper and Together with Tenants. New training such as autism awareness has been added to our learning and development programme at Selwood Housing, providing new skills to our staff.

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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.

Scrutiny team last meeting minutes

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