Your Scrutiny Pool is made up of customers from across our communities, who volunteer their time to work with staff and an independent consultant to look at how services can be improved. In July, the Scrutiny Pool reviewed the complaints and feedback process. This review was completed in November, and the report has now been shared with those customers involved and the service team. It will be presented to the Scrutiny Pool at the quarterly meeting on 30 January.The Scrutiny Pool is now reviewing letters sent to customers to arrange periodic electrical testing and annual gas servicing.

This review will be completed in January 2020. Here is an update on previous reviews:

Fire Safety Process - the review made six recommendations. All recommendations are now complete. Progress Lifeline - the review made ten recommendations. All but one of the recommendations are now complete, and the final one relates to a self-install option to be offered to customers. Work is underway with this and is expected to be completed before March 2020. Supported living annual review form - six recommendations were made and are due to be implemented by March 2020. You can also read the completed reports by visiting our website

Other scrutiny activities Between July and September 2019 the following activities were carried out by our volunteer customers: Eight mystery shopping phone calls 26 mystery shopping live chats. The mystery shopping forms are available to customers to print from the website www.progressgroup. and media/1543904/web-chat-mysteryshopping-form-3419.pdf, so why not fill one out next time you make contact by phone or live chat.

Volunteers also carried out one void property inspection and 12 estate appearance inspections. Future meetings of the Scrutiny Pool Following a discussion at the last meeting of the Scrutiny Pool, we are planning to hold the next quarterly meeting at two different locations and link them digitally. We are hoping this will help us to explore how customers can be involved in attending future meetings digitally. 

Find out more If you would like to find out more about our Scrutiny Pool and the work they carry out, or you would like to be involved, please contact the Progress Involvement Team on 03333 204555 or email community@