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 panel has recently completed in-depth reviews on:

The customer journey for repairs, to explore communication throughout – leading to clearer updates and improved digital channels
Our moving in and moving out standards – resulting in better guidance and support for customers during these key stages.

Previous reviews have covered topics such as satisfaction with the quality of repairs, customer contact resolved at first point of contact and average time to complete non-emergency repairs. These recommendations have driven real improvements in service delivery.

Looking ahead

The panel will continue to:

Monitor progress against the Customer Influence Strategy
Expand customer participation in scrutiny activities
Share updates through the scrutiny recommendation tracker, highlighting recommendations and their impact

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.

Meet the panel

David Conquest

David has been a VIVID customer for over ten years and lives in the north of Hampshire, where he has worked in the IT industry. He strongly believes in the value of communities and has supported several voluntary groups. He joined the VCSP to help question and influence policies that affect customers and keen to represent the voices of his neighbours and other customers to support informed decision making and performance monitoring.

Karen Rawlings

Karen has lived in the Basingstoke area since childhood. Caring for family members has shaped her resilience, empathy and determination. She believes strongly in treating people with respect, listening to their needs and taking action to improve their experiences. She joined the VCSP because she understands the barriers people face, particularly around housing and community spaces, and believes it is vital that voices are heard to achieve lasting change.

Lee Sexton

Lee has spent 30 years as a Civil Servant, specialising in health, safety, security and environmental protection, with a more recent focus on medical health and wellbeing. He strongly believes in fairness, equality and recognising that every disability is unique. He joined the VCSP because VIVID listens and genuinely wants to improve, and wants to help make things better for every customer by supporting good value and high‑quality service.

Mo Afzal

Mo has lived in Hampshire for several years and has been a VIVID customer for the past 6 years. He is a working professional in the construction industry. He joined the VCSP to share industry insight into how services are delivered and how the customer journey can be improved, helping to shape a more positive experience for customers.

Natalie Welch

As a VIVID shared owner since 2020 and a business owner with over 13 years of experience in strategic marketing and communications, bringing both lived experience and professional expertise. She believes in making the world a more inclusive place, and housing is a fundamental part of that vision. passionate about how VIVID communicates with customers and ensuring our diverse community, from busy working families to those facing different challenges, feels included, knows what is available to them, and that all have their voices heard and valued.

Rosemary Pyke

Rosemary has been involved with VIVID for four years and values the opportunity to contribute to the scrutiny process. She enjoys working with members of VIVID who are very supportive of the scrutiny role and provide all the relevant information needed to produce clear and effective reports. Coming from outside the housing sector, Rosemary enjoys learning about the housing industry and the needs of VIVID’s customers. She is particularly interested in focusing on areas that will bring the greatest benefit across VIVID’s services.

Sharon Maddison

Sharon has been a VIVID customer for just over two years. She has experience working in technical and regulated environments, as well as in customer facing roles. This includes working with different organisations, representing colleagues, and supporting customers and teams as part of her day to day work.