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 in our information box on the right hand side.

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


Since coming together the panel have completed ten Scrutiny reviews that have made over 140 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
8
9
10		2025
2025
2025/26		Speed of repairs
Speed of Re-Let Process (Completed November 2025)
Customer Engagement (Begins December 2025)















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 in our information box on the right hand side.

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


Since coming together the panel have completed ten Scrutiny reviews that have made over 140 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
8
9
10		2025
2025
2025/26		Speed of repairs
Speed of Re-Let Process (Completed November 2025)
Customer Engagement (Begins December 2025)















  • 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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