FAQs

The panel reports directly into our Customer Assurance Committee, which directly influences the decisions we make and the work that we do alongside our other committees. The work of the panel will therefore feed directly into our high-level decision making.

The Citizen Scrutiny Panel will complete at least three scrutiny reviews each financial year and will use a structured evidence based investigative approach to every scrutiny project. 

A review can include:

• Interviewing officer and customers
• Surveys
• Shadowing colleagues
• Mystery shopping
• Review existing policies, service standards and performance data
• Benchmarking against other Housing associations

The panel will be supported by Citizen teams, who will provide information, facilitate access to staff and customers and help create written reports. The panel will report its findings to the Customer Assurance Committee and will, in the report: 

• Assess what is working well

• Alert the committee about standards that fall below the expected levels

• Provide evidence-based recommendations

• Develop a high-level action plan response from the relevant director 

Every year the panel will meet to review the progress and effectiveness of scrutiny reports and activities. It will report, on an annual basis, the outcomes scrutiny has achieved on behalf of customers and the organisation. Scrutiny Panel members review topics that have been identified by the Customer Assurance Committee (CAC). The CAC do this by reviewing customer satisfaction data and other influences on the service.

You will have the opportunity to make a real difference and influence the crucial services that tens of thousands of Citizen customers receive.

You will also be given opportunities to develop your skills and knowledge through training opportunities. This, and the experience you gain on the panel, will look very good to prospective employers on your CV. 

We are offering £2,500 a year to Scrutiny Panel members and the option to join on a voluntary basis if this would affect your benefit entitlement. We will also cover the expenses associated with your work on the panel.

We want committed people on the Customer Scrutiny Panel, but we also recognise our customers have busy lives. We want the panel to be representative and we will work with members to make sure they can balance their work on the panel with their other commitments. You will be expected to attend:

 • A minimum of three formal meetings per annum 

• A minimum of three scrutiny reviews per annum 

• Two away days per annum 

• One whole board away day per annum 

We estimate that the overall time commitment is around 24 days per year (two days a month). This figure includes attending meetings and events as detailed above, plus time to undertake scrutiny activities such as customer and staff interviews, reviewing detailed performance information, training and other activities.

All Citizen tenants, leaseholders, shared owners and leaseholders can apply.  We are not able to accept your application if: 

• We have started legal action against you or a member of your household. This means you are not eligible if you have breached your tenancy and have a current Notice of Seeking Possession served against you, or a court order for breach of tenancy. This includes a possession order (or in breach of a suspended possession order) or court order (ASB order or injunction, demoted tenancy, or closure order) or any other judicial order which has an equivalent effect

 • We have a court order for recovery of money against you

 • You are in a legal dispute with us.

We don’t need you to have experience of being on a customer board or even a huge amount of working experience. We need people who are passionate about shaping the services we provide for people, a commitment to our values and the ability to be fair and impartial.

• A positive and neutral outlook. 
• Ability to look at things from a different point of view.
• Confidence working in a group and putting your ideas forward.
• Ability to understand and analyse reports including performance, financial information, survey data, etc.
• Basic IT skills, including communicating via email and participating in online meetings.
• An understanding of, and commitment towards, equality and diversity.