Customer Scrutiny

What is Customer Scrutiny?

Customer scrutiny reviews are an in-depth look into a service, such as repairs or customer services. Customers carry out these reviews to find out what is good about the service and what could be improved.

Customers then make recommendations of what can be changed to make the service better. These recommendations are discussed between staff and customers and actions are agreed together. These actions are then tracked by the Board and customers. 

To find out more about how to do a scrutiny review, please take a look at our Customer Scrutiny Procedure 2023 or contact Gemma Ager, our Community Involvement Officer for a chat at 


Previous Customer Scrutiny Reports



Consultation, Communication and Involvement in Independent Living Scrutiny Report 2024


Staff talking happily with customer

Shared Ownership Report 2023

Website Scrutiny Report 2022

A man is looking at his laptop and smiling

Grounds Maintenance Scrutiny Report 2021

Fly Tipping Scrutiny Report 2021


Supporting Communities Scrutiny Report 2020

A boy and Greatwell Homes staff member holding up a craft from a previous event

First Year of Tenancy Scrutiny Report 2019

Image of a woman holding keys at her front door and smiling


Customer Care and Communication Scrutiny Report 2018

Image of a family hugging and smiling

Voids Scrutiny Report 2018