1. Customer-led Scrutiny Value Adding or Resource Intensive?
Tracy Gregory
Customer Involvement Co-ordinator
Mike Glennon
Customer Involvement Manager

2. Great Places – The Basics
18,000 properties
12,250 General Needs
1,600 Supported Housing
1,117 Shared Ownership
1,400 Leasehold
1,500 Other; PFI, Key Worker, Market Rent
36 Local Authorities
650 Staff
6 Regional Offices

3. Our Approach Independent(?) Scrutiny Panel
Present recommendations to Group Board
Supported by:
Involvement Coordinator
Independent Mentor
3 Scrutiny Reviews a Year
Typical scrutiny
Desktop Review
Staff Interviews
Customer Consultation
Benchmarking

4. Progress So Far… Complaints Scrutiny (Sep – Jan)
37 Recommendations
60%implemenation
Community Safety (Mar – Jul)
19 Recommendations
90% implementation
Communications (Aug – Dec)
26 Recommendations
Internal review ongoing

5. Our Scrutiny Dilemma’s

6. Recruitment?

7. Support & Guidance?

8. Championing their Report?

9. Internal Bureaucracy?

10. Our Conclusions Three key variables:
Time
Independence
Cost
Customer-led Scrutiny changes something internally
Detailed frontline review adds value to the business
Independence less important than quality of report
Commissioning increases speed and quality
Members must retain ownership & confidence in report