The Scrutiny Pool
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 Involvement Team.
Copies of minutes from the Scrutiny Pool are available upon request from the Progress Involvement Team.
The review carried out by the Scrutiny Pool identified 10 recommendations. As at 31 January 2020 nine of the recommendations are complete. The only outstanding recommendation is to the suggestion to consider offering the option of self-install to those customers who would prefer this. This improvement to the service provided is being developed and is hoped to be in place by the end of May 2020.
Progress has been made on all the recommendations made by the Scrutiny Pool and the new Annual Review form is due to be introduced by the end of March 2020. This form will include the recommendations made during the scrutiny review.
At the quarterly meeting on 30 January 2020, the Scrutiny Pool were advised that all six recommendations made have been implemented. This review has been signed off as completed.
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 and resulted in an action plan being produced to implement five recommendations made.
Whilst carrying out the review of the feedback process, the Scrutiny Pool also looked at the Compensation, Goodwill and Sundry Payments Policy, as this is referenced in the feedback process. As a result of this review the Scrutiny Pool made three recommendations.