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Insight Customer Scrutiny Group

Are you a Great Places customer who would like to make a difference? If so, you could be a valuable support to INSIGHT, Great Places Customer Scrutiny Group.

For landlords to provide good service, we know it is important to listen to the views and service experiences of our customers. One way Great Places hear customer views is through scrutiny, which is a customer-led in-depth review of service. The purpose of scrutiny is to gain a better understanding of customers’ experiences and how service is being delivered. It looks to identify areas that work well, and highlight areas for improvement based on evidence and findings. Scrutiny allows customers and Great Places colleagues to work together to continually improve service for all customers.

Over the past twelve month Insight has carried out Scrutiny Reviews of:

  • Estate Management and Communal Spaces
  • Lettings and Empty Properties
  • Employment and Skills Support

In 2024 a total of 14 service improvement recommendations were agreed and actions tracked against progress.

What does the customer scrutiny group do?

The customer scrutiny group ensures customers can influence the way landlords operate, holding them accountable for their decisions, and actions.

Insight acts as a ‘critical friend’ of Great Places meeting regularly when members will:

  • Look in detail at how services are performing and can be improved
  • Work with Great Places to collect ‘evidence’ of how services work and speak with other customers about their experiences
  • Use what has been learnt from these reviews to recommend changes that will improve services in the future.

Who can join / support scrutiny?

All Great Places customers are eligible to support scrutiny work because of your experience of services, which can inform and help influence the improvement of our services.

Qualities useful for customer scrutiny members are:

  • An ability to identify positive and negative aspects of service delivery
  • A willingness to talk about solutions and contribute ideas
  • Enjoys working with others to achieve goals, and is respectful of other’s views
  • Objective, honest and has an open approach

Different ways you can support scrutiny

  • Join online meetings with other customers
  • Carry out tasks from home
  • Shadow and observe a Great Places colleague
  • Complete a survey or feedback about your experience of a service

What will I get in return?

  • As an Insight member, you’ll receive all the training you need to be confident in your role and you’ll get to learn new skills which can help you in both your personal and professional life. A role like this one also looks great on your CV.
  • To help you keep in touch with the rest of the group, we’ll give you your own laptop or tablet and contribute to the cost of your internet at home. You’ll also receive out of pocket expenses for every exercise you complete.
  • Many of our current Insight members find the social aspect rewarding and have made good friendships in the group. You’ll also get the satisfaction of knowing that you’re making a real difference to the future of our services.

What skills do I need?

You don’t need any previous experience “” all we ask is that you are committed to the project. You’ll work as part of a group of other customers to suggest service improvements from a customer perspective.

We will provide any relevant training and cover any ‘out of pocket’ expenses, such as travel and carer costs.

 

Register Your Interest for the Insight Customer Scrutiny Group How has INSIGHT Customer Scrutiny Made a Difference
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