VIVID customer scrutiny panel

Our customer scrutiny panel helps to shape our services and hold us to account.

The VIVID customer scrutiny panel takes an independent view of VIVID’s performance to ensure customers’ voices are listened to.

The panel monitors the implementation of our Customer Influence Strategy and will scrutinise whether we have taken account of customer views in our service reviews and whether our decisions negatively impact upon specific customer groups. The panel will then make recommendations about how we can improve our involvement and engagement or reduce or mitigate any foreseen negative impacts.

They also conduct scrutiny reviews, taking a deeper look at our business practices and their impact upon our customers. They also compare our practice to other housing associations and highlight areas that we can learn and improve from.

What have they been doing…

The VIVID customer scrutiny panel has conducted a number of scrutiny reviews including:

Repairs
Resident involvement
Communicating with your Neighbourhood Officer
Communication for customers with disabilities

The recommendation from these scrutiny reviews have resulted in the way we deliver our services to customers.

We work on challenges that we feel as customers are important and we work together to come up with solutions which is rewarding. It's not very often that you can work together with a service provider to enhance the services that are provided. It makes me feel rewarded, passionate and involved. The scrutiny tracker below, highlights all the recommendations that the panel have made as a result of their independent scrutiny work.