Scrutiny service reviews

Read more about scrutiny service reviews that have been completed and the scrutiny team’s recommendations for improving our services for each.

Scrutiny workshop: planned programme review, 2024

15 customers joined the scrutiny team to review our planned programme prioritisation and how we communicate this with our customers.

The workshops will form part of a wider review of Selwood Housing’s asset management strategy.

More details to follow.

Damp and mould review, 2023

The team took part in a one-day workshop along with our customers to review our policies and procedures in relation to damp and mould.

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Operational customer communications review, 2022

Key achievements: Five out of seven recommendations were approved and have begun to be implemented. The scrutiny team carried out a number of research tasks which included analysing customer letters, interviewing Selwood Housing staff and customers, and researching our customer satisfaction statistics.

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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.

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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 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.

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

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Selwood Housing
Bryer Ash Business Park
Bradford Road
Trowbridge
BA14 8RT