How has Insight Customer Scrutiny made a difference?
Scrutiny aims to capture a customer’s view of what works and where change could improve service experience for customers – here’s what Insight found out when scrutinising the Employment and Skills Support, and how comments were used to help make the way we work even better.
The Insight Customer Scrutiny group was formed in April 2014 to gather feedback and review Great Places services and support.
Insight have completed scrutiny for a range of services – here are links to recent scrutiny reviews including recommendations:
2025 Insight Review – Planned Improvement Work: Influence of Communication on Customer Experience
Summary of Insight’s Scrutiny Outcomes on Communication During Planned Improvement Work
Insight’s recent scrutiny highlighted a strong customer-first commitment to offering choice, understanding individual needs and practicalities, and supporting vulnerabilities throughout planned improvement work.
To strengthen communication, Insight recommended three key actions:
- Engage Early
Provide timely notifications and gather essential details at the start to support effective planning. - Keep Customers Informed
Manage the delivery process proactively, ensuring customers are updated throughout the improvement work. - Handover and Feedback
Conduct handover inspections with customers to create an opportunity for feedback on their experience.
These steps will help us deliver a smoother, more transparent process and ensure customers feel supported every step of the way.
2025
2024
- 2024 Scheme and Neighbourhood Management (Communal Spaces) review – report – The Scheme and Neighbourhood Management for Communal Spaces Report text.
- 2024 Scheme and Neighbourhood Management (Communal Spaces) review – video – The Scheme and Neighbourhood Management for Communal Spaces Report video format.
- 2024 Lettings and empty properties review – report – The Lettings and empty properties review text.
- 2024 Lettings and empty properties review – video– The Lettings and empty properties review video format.
2023
- 2023 Customer Communications and Information on Damp, Mould, and Condensation Review – Review into how we communicate Damp and Mould information text.
- 2023 Customer Communications and Information on Damp, Mould and Condensation Review – Video guide – Review into how we communicate Damp and Mould information in video form.
- 2023 Customers’ Move-In Experience to a New Build Home Review – The Move-In Experience Review text.
- 2023 Customers Move-In Experience to a New Build Home Review – Video – The Move-In Experience Review in video form.
- 2023 Cost of Living review report – The Cost of Living Review text.
- 2023 Cost of Living review – video – The Cost of Living Review in video form.
2022
- 2022 Meaningful information for customers – video – The Meaningful Information Review in video form.
- 2022 Caretaker and Communal Clean Service Customer Scrutiny Review – The Caretaker and Communal Clean Service Review text.
- 2022 Complaints Handling process review – The Complaints Handling Process Review text.
- 2022 Complaints Handling – video – The Complaints Handling Process Review in video form.
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Older Insight Reports
Insight have completed scrutiny of a range of services, you can find out more details by following the links below:
- 2021 Review of the Service Delivery Framework
- 2020 Customer Voice
- 2020 Community Investment Neighbourhood Plans
- 2020 Great Places Response to COVID-19
- 2019 Supporting Customers to Universal Credit
- 2019 Customers Contacting Great Places
- 2018 Fire Safety
- 2018 Energy Efficiency and Affordable Warmth
- 2018 Data Security
- 2017 Investment Work
- 2017 Compliance with Customer Standards
- 2016 Aids and Adaptations
- 2015 Community Safety
- 2015 Communications
- 2014 Complaint Resolution
