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.

Since coming together the panel have completed nine Scrutiny reviews that have made over 140 recommendations.

Scrutiny review summaries

The review reports are very detailed, so we have summaries of each review that highlights the areas that were looked at, the recommendations made and the impact or outcomes that was achieved. Take a look at the reviews in our scrutiny review summaries on the right.

Review 10 is in progress: Your Voice matters, A Customer Engagement review

Citizen’s Scrutiny Panel has initiated a comprehensive review focused on the Engagement with our customers. The aim is to understand what engagement truly means, identify barriers, and explore opportunities to make engagement more inclusive and effective.

The Purpose of This Review:

• Defining Engagement: What does it mean to be an engaged customer, and how do we measure success?

• Inclusivity: How can we make engagement attractive and accessible for all customers, considering demographics, digital skills, and language barriers?

• Incentives: Should Citizen offer better incentives for participation in focus groups, surveys, and other engagement activities?

• Barriers: What prevents customers from engaging, and how can these obstacles be removed?

• Channels: Which communication channels do customers prefer, and do they align with Citizen’s current approach?

• Strategy and Policy: How clear is Citizens’ Customer Engagement Strategy, and how does it connect to our customer-facing policies?

• Data Insights: Comparing EDI (Equality, Diversity, and Inclusion) data of Citizen tenants with engaged customers to identify gaps.

📣 Your Voice Matters – Customer Engagement Review Completed

Our Customer Scrutiny Panel has finished the Your Voice Matters Customer Engagement Review, highlighting what’s working well and where we can improve how we listen to and involve our customers.

The report includes 18 recommendations to strengthen communication, accessibility, and customer involvement across Citizen.

📝 The review is now with the Customer Assurance Committee and will then go to Board for final approval.

Thank you to everyone who took part — your voice is shaping our services. 💬💙

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.

Since coming together the panel have completed nine Scrutiny reviews that have made over 140 recommendations.

Scrutiny review summaries

The review reports are very detailed, so we have summaries of each review that highlights the areas that were looked at, the recommendations made and the impact or outcomes that was achieved. Take a look at the reviews in our scrutiny review summaries on the right.

Review 10 is in progress: Your Voice matters, A Customer Engagement review

Citizen’s Scrutiny Panel has initiated a comprehensive review focused on the Engagement with our customers. The aim is to understand what engagement truly means, identify barriers, and explore opportunities to make engagement more inclusive and effective.

The Purpose of This Review:

• Defining Engagement: What does it mean to be an engaged customer, and how do we measure success?

• Inclusivity: How can we make engagement attractive and accessible for all customers, considering demographics, digital skills, and language barriers?

• Incentives: Should Citizen offer better incentives for participation in focus groups, surveys, and other engagement activities?

• Barriers: What prevents customers from engaging, and how can these obstacles be removed?

• Channels: Which communication channels do customers prefer, and do they align with Citizen’s current approach?

• Strategy and Policy: How clear is Citizens’ Customer Engagement Strategy, and how does it connect to our customer-facing policies?

• Data Insights: Comparing EDI (Equality, Diversity, and Inclusion) data of Citizen tenants with engaged customers to identify gaps.

📣 Your Voice Matters – Customer Engagement Review Completed

Our Customer Scrutiny Panel has finished the Your Voice Matters Customer Engagement Review, highlighting what’s working well and where we can improve how we listen to and involve our customers.

The report includes 18 recommendations to strengthen communication, accessibility, and customer involvement across Citizen.

📝 The review is now with the Customer Assurance Committee and will then go to Board for final approval.

Thank you to everyone who took part — your voice is shaping our services. 💬💙