The Scrutiny Pool is made up of tenants from across the Group. It completes reviews on different areas of the organisation to identify what we do well and make recommendations for improvements in areas where we could do better.

The Pool undertakes a range of activities including surveys, call listening and interviews with staff. Members then meet with staff to discuss their findings and produce action plans to implement their recommendations.

For more information or to become part of the Scrutiny Pool, please contact our Progress Opportunities Team.

Click on the arrows to the right to view the reports and action plans for each review.

You can also see the minutes from previous quarterly meetings in the relevant section below.

The Scrutiny Pool chose this topic on 16 July 2015.

The Pool decided to look at how easy it is for customers to access property adverts, if the adverts clearly set out accurate information and how customers are involved in reviewing the effectiveness of the adverts.

You can find the final report and the action plan from the Pool's recommendations here. 

Property adverts - report

Property adverts - action plan

The Scrutiny Pool chose this topic on 16 October 2014.

The Pool decided to look at how easy it is to access Progress Housing Group offices, independent living schemes, and how these buildings meet the diverse needs of customers who are using them.

You can find the final report and the action plan from the Pool's recommendations here. 

Access to PHG's offices and independent living schemes - report

Access to PHG's offices and independent living schemes - action plan

The Scrutiny Pool chose this topic on 31 March 2015.

The Pool decided to how customers are made aware of the service, communication methods for customers, how customer expectations are managed and how they are involved in the process and finally how customers provide feedback on the service and how this is used to improve it.

You can find the final report and the action plan from the Pool's recommendations here. 

Aids and Adaptations service - report

Aids and Adaptations service - action plan

The Scrutiny Pool chose this topic on 12 January 2015.

The Pool decided to look at how tenants are made aware of the charges, standards and specifications for services they receive and how they can provide feedback on these services.

You can find the final report and the action plan from the Pool's recommendations here. 

Communication of service specification and charges - report

Communication of service specification and charges - action plan

The Pool decided to focus solely on early stage arrears letters and consider if they effectively communicate the issue to tenants and if they provide clear information for tenants on what they can do to resolve the issue.

You can find the final report and the action plan from the Pool's recommendations here.

Early stage arrears letters - report

Early stage arrears letters - action plan

Progress Futures is a free service available to customers to give them personal support for access into employment, education and training.

The Pool decided to inspect the waiting list as they realised some customers can wait up to three months before a member of the team can support them, due to high demand of the service.

This was a quick review for the Pool and they produced the following recommendations on how to support those customers on the waiting list.

Progress Futures - action plan

 

The Scrutiny Pool chose this topic following on from the 'Communication of service charges and specifications' review.

The Pool decided to look at how accurately charges are described, how they are calculated, how value for money regarding the charges is achieved and how service charge money is spent in relation to the refurbishment of independent living schemes.

You can find the final report and the action plan from the Pool's recommendations here. 

Setting of service charges - report

Setting of service charges - action plan

The Pool decided to look at how the current handbook is used and the relevance of the information in it, how and when the handbook is used, if staff use of refer to the handbook when liaising with customers, other landlords approaches to handbooks and how value for money is achieved by PHG with the handbook.

You can find the final report and the action plan from the Pool's recommendations here. 

Use of tenant handbook - report

Use of tenant handbook - action plan

The wider Pool, and relevant staff members, meet every three months to discuss the recent review, choose the next topic of review and to update the Pool on any actions outstanding from the reviews stated above.

These are the minutes of the previous quarterly meetings. If you would like to come along to the next quarterly meeting, then please contact the Community Involvement Team.

Scrutiny Pool quarterly meeting - minutes 12.01.2015

Scrutiny Pool quarterly meeting - minutes 31.03.2015

Scrutiny Pool quarterly meeting - minutes 16.07.2015

Scrutiny Pool quarterly meeting - minutes 27.10.2015

Scrutiny Pool quarterly meeting - minutes 28.01.2016

Scrutiny Pool quarterly meeting - minutes 25.05.2016

Scrutiny Pool quarterly meeting - minutes 16.11.2016

The Pool decided to select customer experience of estate walkabouts and estate appearance as they wanted to explore how Progress Housing Group effectively manages the appearance of neighbourhoods and how customers can get involved in this.

You can find the final report and the action plan from the Pool's recommendations below.

Customer experience of estate walkabouts - report

Customer experience of estate walkabouts - action plan

Progress Housing Group implemented a new website in October 2015. At the time of this review starting, the website had been running for eight months. The Scrutiny Pool felt that a review group should be formed to assess how effective the new website is for customers.

You can find the final report and the action plan from the Pool's recommendations here. 

Customer experience of the Progress Housing Group website - report

Customer experience of the Progress Housing Group website - action plan

The Pool had personal experience of lengthy call wait times when contacting the Progress Connect Team by telephone so they decided to investigate further.

The Progress Connect Team met with the Scrutiny Pool and explained the current issues that they were well aware of. The Pool was happy with the response and asked Progress Connect to deliver the following actions created by the Pool.

Progress Connect call wait times - action plan

The Scrutiny Pool noted that in June 2016 a number of changes had been implemented with regards to the delivery of the Independent Living service. The service has reported that since the changes have been introduced customers have given mixed views with regards to how satisfied they are with the new service, therefore they decided to scrutinise the upcoming customer consultation for Independent Living.

You can find the final report and the action plan from the Pool's recommendations here. 

Independent Living customer consultation - report

Independent Living customer consultation - action plan