Find the latest service reviews carried out by our customer scrutiny team and the recommendations put forward to improve and shape our services for the better.
Scrutiny service reviews
Empty homes review, 2026
The customer scrutiny team are currently reviewing the work of our empty homes (voids) team who are responsible for preparing homes to be re-let.
They are inviting customers who have experienced moving into a home during 2025 (this does not include new build homes) to their customer workshops. Please head to our ‘involvement opportunities’ page to find out more and sign up to one of the workshops.
General needs caretaking review, 2025
Selwood Housing’s general needs caretaking service plays a vital role in maintaining the cleanliness, safety, and overall quality of communal living spaces for its customers. The scrutiny team noted a dip in customer satisfaction during 2024, and this initiated the team to explore how to improve the service for customers and increase awareness and involvement. Please click below for their summary report, and the management response.
Planned programmes review, 2024
As part of the forthcoming renewal of Selwood Housing’s asset management strategy, the scrutiny team were asked if they could review how planned programmes (kitchens, bathrooms, windows etc) were prioritised.
The scrutiny team met with heads of service, carried out research into Selwood Housing’s delivery and then invited 15 customers to join them in a workshop to interrogate how the planned programme prioritisation is decided and how it is communicated with customers.
Damp and mould review, 2023
As with many scrutiny teams across the country, Selwood Housing’s scrutiny team chose to review the topical and sensitive subject of damp and mould. The team invited other customers to join them in a one-day workshop to hear about the new processes in place and to review how they were working.
Customer communications review, 2022
After receiving recommendations relating to customer communications in previous reviews, the scrutiny team chose to focus on how Selwood Housing communicate with customers, in particular the quality, volume and type of communications.
Changes implemented include new letter templates and toolkits for staff to use and communication champions that work across the organisation.
Beginning of a tenancy review, 2021
Key achievements: All recommendations were taken on board within the 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.
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.
Communication within 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 the involvement opportunities in 2022.
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.
End of tenancy review
2019
Key achievements: bereavement training has been given to neighbourhood and advanced customer service staff members.
