Customer Scrutiny Panel

Who are the Customer Scrutiny Panel?

The Customer Scrutiny Panel (CSP) is a group of Citizen customers who review our services, make recommendations for improvement and help hold us to account.


Each year, the panel works with the Customer Assurance Committee to choose two service areas to review. Topics are selected using customer feedback, satisfaction results, complaints data and performance information.


The panel's findings and recommendations are shared with the Customer Assurance Committee and Board, helping to shape decisions and improve services for customers.


What does the Customer Scrutiny Panel do?

The panel carries out two in-depth service reviews each year. To understand how a service is performing, members:

  • Review policies, procedures and performance information.
  • Speak with leaders and colleagues who deliver services.
  • Review complaints and customer feedback.
  • Meet with partner organisations where relevant.
  • Shadow colleagues to understand the customer experience.
  • Gather feedback through surveys, social media and other engagement activities.


Following each review, the panel produces a report with recommendations to help improve services for customers.

You can keep up to date with current reviews here

Meet one of our Customer Scrutiny members




Who are the Customer Scrutiny Panel?

The Customer Scrutiny Panel (CSP) is a group of Citizen customers who review our services, make recommendations for improvement and help hold us to account.


Each year, the panel works with the Customer Assurance Committee to choose two service areas to review. Topics are selected using customer feedback, satisfaction results, complaints data and performance information.


The panel's findings and recommendations are shared with the Customer Assurance Committee and Board, helping to shape decisions and improve services for customers.


What does the Customer Scrutiny Panel do?

The panel carries out two in-depth service reviews each year. To understand how a service is performing, members:

  • Review policies, procedures and performance information.
  • Speak with leaders and colleagues who deliver services.
  • Review complaints and customer feedback.
  • Meet with partner organisations where relevant.
  • Shadow colleagues to understand the customer experience.
  • Gather feedback through surveys, social media and other engagement activities.


Following each review, the panel produces a report with recommendations to help improve services for customers.

You can keep up to date with current reviews here

Meet one of our Customer Scrutiny members