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.

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 identified that Progress Lifeline is a valuable service that is looking to increase the number of customers it has. Currently low numbers of PHG general needs and supported living tenants access the service. It would be beneficial for customers and the service if more people accessed the Lifeline service. The more customers the service has, the more cost effective it can be in ensuring that a quality service is delivered at an affordable price.

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

Review Group Scrutiny Report Access to Progress Lifeline service - report

Review Group Scrutiny Report Access to Progress Lifeline service - action plan

Minutes of Quarterly Scrutiny Pool - 25 April 2018