We use cookies to ensure our site functions properly and to store limited information about your usage. You may give or withdraw consent at any time. To find out more, read our privacy policy and cookie policy.
Manage Cookies
A cookie is information stored on your computer by a website you visit. Cookies often store your settings for a website, such as your preferred language or location. This allows the site to present you with information customized to fit your needs. As per the GDPR law, companies need to get your explicit approval to collect your data. Some of these cookies are ‘strictly necessary’ to provide the basic functions of the website and can not be turned off, while others if present, have the option of being turned off. Learn more about our Privacy and Cookie policies. These can be managed also from our cookie policy page.
Strictly necessary cookies(always on):
Necessary for enabling core functionality. The website cannot function properly without these cookies. This cannot be turned off. e.g. Sign in, Language
Analytics cookies:
Analytical cookies help us to analyse user behaviour, mainly to see if the users are able to find and act on things that they are looking for. They allow us to recognise and count the number of visitors and to see how visitors move around our website when they are using it. Tools used: Google Analytics
Customer Scrutiny Review 11 - Subcontracting contractor working practices
📣 Review 11: Subcontracting contractor working practices
The Customer Scrutiny Panel is on there next review. The review will explore subcontractor working practises , identified barriers to participation, and examined opportunities to make customer engagement more inclusive, accessible, and effective.
They'd really appreciate you feedback on the survey below.
and/or
Join the online focus group;
Date: 27th October 2026
Time: 6pm - 7pm
Location: In you're own home - Online TEAMs - we'll send you an invite once you've registered below.
What customers can expect from contractors working for Citizen.
Our Scrutiny Panel is reviewing how Citizen appoints, manages and monitors contractors and subcontractors to make sure customers receive safe, consistent and good-quality services at a fair cost.
What you should expect
Anyone working for Citizen should work safely, meet our standards, communicate clearly and follow requirements including safeguarding, equality and data protection.
How Citizen checks the service
Work is delivered safely and to the agreed standard.
Performance, complaints and poor service are addressed.
Responsibilities remain clear when work is subcontracted.
Customers are informed and the service provides value for money.
What our Scrutiny Panel is reviewing
How contractors are selected and checked.
How contracts, performance and costs are managed.
Compliance with safety, safeguarding and other standards.
Customer communication, complaints and satisfaction.
Your experience matters
The panel will consider customer communication, complaints and satisfaction to identify where services can improve.
How the review will improve services
The panel will compare Citizen’s policies with what happens in practice and recommend improvements to service quality, accountability and value for money.
📣 Review 11: Subcontracting contractor working practices
The Customer Scrutiny Panel is on there next review. The review will explore subcontractor working practises , identified barriers to participation, and examined opportunities to make customer engagement more inclusive, accessible, and effective.
They'd really appreciate you feedback on the survey below.
and/or
Join the online focus group;
Date: 27th October 2026
Time: 6pm - 7pm
Location: In you're own home - Online TEAMs - we'll send you an invite once you've registered below.
What customers can expect from contractors working for Citizen.
Our Scrutiny Panel is reviewing how Citizen appoints, manages and monitors contractors and subcontractors to make sure customers receive safe, consistent and good-quality services at a fair cost.
What you should expect
Anyone working for Citizen should work safely, meet our standards, communicate clearly and follow requirements including safeguarding, equality and data protection.
How Citizen checks the service
Work is delivered safely and to the agreed standard.
Performance, complaints and poor service are addressed.
Responsibilities remain clear when work is subcontracted.
Customers are informed and the service provides value for money.
What our Scrutiny Panel is reviewing
How contractors are selected and checked.
How contracts, performance and costs are managed.
Compliance with safety, safeguarding and other standards.
Customer communication, complaints and satisfaction.
Your experience matters
The panel will consider customer communication, complaints and satisfaction to identify where services can improve.
How the review will improve services
The panel will compare Citizen’s policies with what happens in practice and recommend improvements to service quality, accountability and value for money.
This survey is being carried out by Citizen, in line with the UK GDPR Data Protection Act 2018. The data controller is Citizen. The information collected in this survey will be used to understand experiences of focus groups and to improve how sessions are planned, facilitated, and delivered in the future.. All information produced will be anonymised. An external data processor stores your personal data on servers on servers in the United Kingdom and they give an undertaking never to disclose the survey questions or your responses to others without permission. By completing this survey you are agreeing to our privacy terms and conditions. More information on how we handle personal information and your rights under the Data Protection legislation can be found in our privacy notice Citizen | Privacy (citizenhousing.org.uk)(External link)Please click on "How we use your information and the Housing Customers Privacy Notice' to find out more.
Purpose:
Your views will help The scrutiny panel shape our services. The survey is anonymous and takes about 10 minutes to complete.
This survey is being carried out by Citizen, in line with the UK GDPR Data Protection Act 2018. The data controller is Citizen. The information collected in this survey will be used to understand experiences of focus groups and to improve how sessions are planned, facilitated, and delivered in the future.. All information produced will be anonymised. An external data processor stores your personal data on servers on servers in the United Kingdom and they give an undertaking never to disclose the survey questions or your responses to others without permission. By completing this survey you are agreeing to our privacy terms and conditions. More information on how we handle personal information and your rights under the Data Protection legislation can be found in our privacy notice Citizen | Privacy (citizenhousing.org.uk)(External link)Please click on "How we use your information and the Housing Customers Privacy Notice' to find out more.
Register for the customer scrutiny panel on-line focus group on the 27th October 2026 at 6pm - 7pm to discuss and view your opinions on there Subcontracting contractor working practises review.
Customer Scrutiny Review 11 - Subcontracting contractor working practices has finished this stage
The review will be scoped to identify what aspects of the service to review, information and data needed and how to engage with officers and customers.
The investigation
Customer Scrutiny Review 11 - Subcontracting contractor working practices is currently at this stage
Information gathering, interviewing and engaging in the form of survey's and focus groups
Bootcamp
this is an upcoming stage for Customer Scrutiny Review 11 - Subcontracting contractor working practices
Reviewing the findings and making recommendations
Report
this is an upcoming stage for Customer Scrutiny Review 11 - Subcontracting contractor working practices
Preparing the review report
Management response
this is an upcoming stage for Customer Scrutiny Review 11 - Subcontracting contractor working practices
Discussing the findings and recommendations with management. Seeing commitment to the delivery and timescale.
Customer Assurance committee
this is an upcoming stage for Customer Scrutiny Review 11 - Subcontracting contractor working practices
Report and recommendations discussed at Customer Assurance Committee meeting
Board
this is an upcoming stage for Customer Scrutiny Review 11 - Subcontracting contractor working practices
Citizen welcomes all feedback as a chance to learn and improve, helping us deliver a service you can trust. To share a comment, compliment, or complaint, please visit our website to read our Customer Feedback Policy and submit your views.
