Customer Scrutiny Panel

Customer Scrutiny panel

The Customer Scrutiny Panel play a crucial role in overseeing the standard of our services and holding us to account. The work of the Scrutiny Panel feeds directly into our Customer Assurance Committee, ensuring that the work they do has a direct impact on how we improve our service delivery to customers.

Find out more about the role of a customer scrutiny panel member and take a look at the customer scrutiny panel recruitment pack.

Would you like to help us improve our services? Watch the video to hear from one of our panel member's.

Over the last 18 months the panel have completed six Scrutiny reviews that have made 117 recommendations.

Scrutiny review summaries

The review reports are very detailed. Below are summaries of each review that highlights the areas that were looked at the recommendations made and the impact or outcomes that was achieved.

To view the report please click on he title below:

12022Relet standards

22023Reporting Damp and Mould

32023Antisocial behaviour

42024Communications in complaints

52024Communal cleaning standards

62024Effectiveness of scrutiny reviews
72025Satisfaction levels of shared owners - going to board June 2025
8
9
10		2025
2025
2025		Speed of repairs in progress
Speed of Re-Let
Customer Engagement















Customer Scrutiny panel

The Customer Scrutiny Panel play a crucial role in overseeing the standard of our services and holding us to account. The work of the Scrutiny Panel feeds directly into our Customer Assurance Committee, ensuring that the work they do has a direct impact on how we improve our service delivery to customers.

Find out more about the role of a customer scrutiny panel member and take a look at the customer scrutiny panel recruitment pack.

Would you like to help us improve our services? Watch the video to hear from one of our panel member's.

Over the last 18 months the panel have completed six Scrutiny reviews that have made 117 recommendations.

Scrutiny review summaries

The review reports are very detailed. Below are summaries of each review that highlights the areas that were looked at the recommendations made and the impact or outcomes that was achieved.

To view the report please click on he title below:

12022Relet standards

22023Reporting Damp and Mould

32023Antisocial behaviour

42024Communications in complaints

52024Communal cleaning standards

62024Effectiveness of scrutiny reviews
72025Satisfaction levels of shared owners - going to board June 2025
8
9
10		2025
2025
2025		Speed of repairs in progress
Speed of Re-Let
Customer Engagement















  • Tell us what you think about our Customer Scrutiny processes

    We've created a survey to help us understand what you think about our Customer Scrutiny Panel processes.

    Complete the short survey below. It won’t take long and will help us to understand how we can improve our processes to better serve the panel in the future.

    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 by Citizen to invite you to the repairs focus group which will be hosted by our Customer Scrutiny Panel. The data processor is Bang the Table. Information is stored on servers in the United Kingdom and Bang the Table gives an undertaking never to disclose the survey questions or your responses to others without permission. 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)

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