This year, Insight presented their findings from three scrutiny reviews, which focused on the following service areas:
- Employment & Skills Support
- Reporting Anti‑Social Behaviour, with an emphasis on triage and initial support
- Planned Investment Work, and how communications influence the customer experience
Across these reviews, Insight made fourteen recommendations to help improve the services customers receive. The group continues to receive regular progress updates from service leads to ensure all agreed actions are being implemented as planned.
Insight’s next scrutiny review will take a look at what makes a service a great experience for customers. The findings will feed into work to update a new Code of Conduct, required under the Regulator of Social Housing’s new Competency & Conduct Standard.
Keep an eye out for future Customer Scrutiny updates in upcoming e‑News editions, customer newsletters and on our website.
To learn more about scrutiny and find out how you can get involved, visit: Insight Customer Scrutiny Group – Great Places
