Our customer scrutiny panel, VIVID Impact completed some scrutiny training this week, to learn new techniques that will help them to better review our services. The training was a huge success!

It was the first training session since we merged, so the day started with a fun team-building exercise to get the panel members to think collaboratively. After, the panel learnt various ways that they can format their scrutiny reports, including how to draft recommendations from a case study. This will help them to influence and challenge our performance effectively.

They learnt that scrutiny is not about fault finding. The trainer said: “Scrutiny means you may not get what you want, but you’ll have negotiated a change.” This aligns with our value ‘challenge and change’ and is integral to VIVID Impact’s work.

The Chair of VIVID Impact Leanne Leake, who’s been a scrutiny group member for many years, said the training was fantastic: “It reinforced my previous training and will help to set the new panel on the right road with its scrutiny work.”

VIVID Impact’s currently completing a review of our repairs service. The next stage is to shadow staff across our Repairs teams to better understand the customers’ perspective of the repairs service that we offer. The Panel’s report's due on 31 May 2018.