The Resident Scrutiny Panel is made up of up to 12 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 services for customers
Each year, the Panel decides the services they want to review. These are agreed with our Board of Management, with progress reports fed into the Board as well as the final results.
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.
Their findings are then take to the Board of Management.
Upon approval, colleagues will work towards implementing any changes needed - with the RSP keeping an oversight of how plans are progressing.
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.
We are a diverse group, with different lifestyles, different customer experience and from different geographical areas, which brings us a wealth of experience and opinions for us to consider. By allowing staff and customers to work in partnership, it gives customers a real opportunity to assess and influence decisions that ultimately affect them. We can address real concerns, build our relationships with staff, have our voices heard at the highest level and drive improvements."
Interested in joining us?
Fill out the form below or contact us to find out more.
To find out about other opportunities to get involved and share your insight and experience, click here.