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.

To find out more about our Scrutiny Pool, including how to join or make a suggestion for a service review, please contact our Progress Involvement Team.

Copies of minutes from the Scrutiny Pool are available upon request from the Progress Involvement Team.

Progress has been made on all the recommendations made by the Scrutiny Pool.  The new review form was introduced in November 2020 and we are already seeing the benefits.

Four of the six recommendations made by the Scrutiny Pool are complete.  The final two will be finished over the summer months.

 

Read our report here.

In July 2019 the Scrutiny Pool chose to carry out an assurance review of the feedback process following the introduction of the new policy and procedure which was introduced in April 2018.  The review was completed in December 2019 with five recommendations being made. 

Since the completion of the review the Ombudsman has introduced a new code of practice.  We are currently reviewing our policy and procedure to ensure the new code is included.  This has led to a delay in implementing the recommendations made by the Scrutiny Pool.

Read our feedback process report.

Whilst carrying out the review of the complaints and feedback process, the Scrutiny Pool also looked at the Compensation, Goodwill and Sundry Payment Policy.

The Scrutiny Pool made three recommendations to be incorporated during the review of the policy.  One of the recommendations is complete with the other two due to be completed over the summer months.

 

Read our report here.

Following feedback from tenants the Scrutiny Pool chose to review the letters used to arrange the annual gas safety and periodic electrical tests.

We wanted to make sure that the letter provide clear information and explain why it is so important that these safety inspections are carried out.  We wanted to make sure that the letters use the right tone and language to encourage our tenant’s co-operation in providing access to allow the checks to take place.

The Scrutiny Pool made five recommendations, all of which are now complete with the new look letters now being used.

 

Read our report here.

The Scrutiny Pool chose to look at how the Group communicates information about the grounds maintenance service provided.  The review was carried out during the summer on 2020, entirely on Zoom. 

The Scrutiny Pool made five recommendations, one of which are now complete, with the remaining  due to be actioned by autumn.

 

Read our report here.

In July 2019 the Scrutiny Pool chose to carry out an assurance review of the complaints and feedback process following the introduction of a new policy and procedure in April 2018.  The review was completed in December 2019 with five recommendations being made.

Since the completion of the review the Ombudsman has introduced a new code of practice.  This has led to further amendments being made to our policy and procedure to make sure it meets the requirements of the new code.

Six of the seven recommendations made by the Scrutiny Pool have been fully implemented.  It is hoped the final recommendation will be completed by December 2021.

 

Read our report here.

In September 2020 the Scrutiny Pool selected customer engagement as their next area of review.  This has been a much bigger review than those normally selected and involves looking at the six areas of the National Housing Federations “Together with Tenants” charter to see what Progress does to meet the requirements of the Charter.

The review is still on going, but we hope it will be completed by the end of summer.