We are delighted to have a really active Scrutiny Pool at Progress Housing Group. This is a group of customers who work with our staff to introduce improvements to the services we provide. The Scrutiny Pool meets quarterly to receive updates on recommendations they have made and to choose the next area of activity to review.

The last review looked at our expanding Progress Lifeline service. The Scrutiny Pool identified that Progress Lifeline is a valuable service that is looking to increase the number of customers. It identified the areas where more marketing would be beneficial, for example, for our Progress Housing Group general needs and supported living tenants.

The review group focused on how easy it is to access the Progress Lifeline service as a new potential customer, from how a potential new customer finds out about the service, to accessing the service through to the installation. This included the Scrutiny Pool carrying out some shadowing of the Installation Team.

One of the findings from the review was that Progress Lifeline staff are responsive and caring in meeting customers’ needs and they found the installation service to be very

comprehensive and sensitive to the needs of the customer. Ten recommendations have come out of the review. The Progress Lifeline Team have produced an action plan to ensure the recommendations are introduced.

The Scrutiny Pool has also carried out a review of the actions being introduced by Progress Connect to improve the call waiting time for customers trying to contact the Group. The Scrutiny Pool will receive updates on these actions at future meetings. The next quarterly meeting of the Scrutiny Pool will be held on 25 July 2018 at 2pm in Sumner House.