We invite our customers to join a Scrutiny panel twice a year.It’s an opportunity to focus on one of our services and let us know how to improve.
Scrutiny has 3 key stages:
Fact Finding and Q&A with the team: reviewing service standards, policies, procedures and performance information, costs, quality, and customers’ views relating to the service. Challenge and Compare: examining what other landlords do, benchmarking, and identifying any good practice. Recommendations: analysing findings and making recommendations to Peaks & Plains Board, including an action plan to address these.
Date: Autumn 2025
Topic: Complaints
The Scrutiny Panel comprised 13 customers, made up of nine existing Challenge Group members and four new to Scrutiny.The Panel made fifteen recommendations – here are a few examples:
- Include the complaint reference number clearly at the top of the complaint's acknowledgement and response letters.
- Include in the complaint infographic (sent to customers with a complaints response letter to explain the complaints process), that a customer does not need to say the word ‘complaint,’ for a complaint to be made, only to show dissatisfaction.
- Include in the complaint infographic how customers can find out what stage they are at in the complaints process.
- Let customers know whether their concerns have been logged as a complaint, and to provide the customer with a complaint reference number.
- Communicate to customers why the Trust needs to rearrange a job or an appointment.
You can keep up to date with where we’re up to at peaksplains.org/scrutiny
Date: Spring 2025
Topic: Communal Cleaning
Our Spring 2025 Scrutiny saw our panel taking a deep dive into our Communal Cleaning service and making recommendations on how we can improve.Seven tenants and one shared owner attended three sessions.The Panel made eight recommendations – here are a few examples:
- The Panel suggested that a move to in-house cleaning could be the best approach to improving cleaning standards and accountability.
- The Panel agreed that an infographic should be created about the responsibilities of the Trust and the responsibilities of tenants regarding communal cleaning.
- The Panel suggested that a webpage should be created for more information about Communal Cleaning.
- Members suggested that fixed geographical locations/patches could be established for in-house cleaners.
- More communication around belongings being stored in communal areas, including the health & safety risks of this.
- Introducing random spot checks at sites with communal cleaning services.
- The Neighbourhoods Team to complete quarterly checks on communal cleaning standards on their relevant patches and during attendance at coffee mornings in over 55s accommodation.
- Surveying customers who’ve responded previously to our communal cleaning surveys – using responses to measure changes in satisfaction and feedback.
You can keep up to date with where we’re up to at peaksplains.org/scrutiny
The Challenge Group check the action plans resulting from the reviews at every meeting.
They make sure that the Trust is accountable and continually working to implement the recommendations.
Read about the difference Scrutiny makes
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