Our Resident Scrutiny Panel

The Resident Scrutiny Panel is made up of up of customers who come from a neighbourhood near you! They work with us to review our services to ensure they are effective and make recommendations for how we can improve.

Our Customer Committee can commission scrutiny activities from the RSP, asking them to take a deep dive into areas of our work which they feel would benefit from further attention.

Following each review, the RSP produces a report and series of recommendations for how we can improve.

Delivery of the improvement plans is monitored by our Audit and Risk Committee, while the outcomes of the reviews are overseen by our Customer Committee to ensure they deliver meaningful change for customers.

A big thank you to everyone who has responded to our spring 2026 recruitment campaign recruiting new members for our Resident Scrutiny Panel.

We were thrilled with the amount of interest and are currently working through the applications. 

We'll be in touch with everyone about the next steps by the end of May 2026.

Before each service review, the Panel meet with the senior manager of the service. They provide them with a in-depth view of the service at that point in time. Each review can take between 10 – 12 weeks to complete. 

Different reviews take different approaches but may include interviewing and surveying customers/colleagues/contractors; job shadowing; good practice visits; research into other providers including the private sector; and reviewing existing policies and processes.

Delivery against the improvement plans which are produced by the RSP are then monitored by our Audit and Risk Committee. Our Customer Committee also oversee the RSP improvement plans to ensure meaningful outcomes are delivered for customers.

The RSP will also check back at different points into the future, to ensure actions and good practice are still be followed and to highlight any other new areas of good practice.

To read more about the impact of the RSP's latest reviews, click here.