Scrutiny 3

Takes just one minute to catch up on the Scrutiny Panel's First 2024 meeting!

Draft Customer Strategy

Members had the valuable opportunity to hear insights from Jas Bains (Chief Executive) and Jamie Smith (Director of Research and Innovation), shedding light on the strategic direction. The outcome was positive, with panel members expressing eagerness to stay informed as the strategy progresses.

Service Charge Value for Money

Martin Webb (Service Charge and Leasehold Manager) provided an overview of the newly established Service Charge/Leaseholder team, emphasising priorities such as data accuracy and ensuring customers have a say in the services they receive. Panel members welcomed the proposal for a dedicated discussion meeting on Service Charges, recognising the importance of gathering customer input.


Chris Davies (Customer Experience Manager) provided updates on complaint figures and team initiatives. Panel members engaged in discussions on how past complaints have informed improvements and expressed support for ongoing monitoring of repair complaints. Panel Members have already arranged a  dedicated discussion meeting with Chris to discuss Customer Services communication.

The topics for the next Scrutiny Panel meeting are:

  1. Development
  2. Repairs satisfaction

For those interested in contributing to future discussions, our Customer Engagement Officer Michelle McGregor encourages you to get in touch. This inclusive approach reflects our commitment to the principle of 'nothing about us, without us.' We recognise that policies and procedures impacting individuals should be shaped with their involvement, highlighting our dedication to customer engagement and empowerment.

If you would like to be involved in examining our services, please email to start your journey to making lives better.  

Published: Monday, 18th March 2024