January 2022

Please be aware that we are currently experiencing a high volume of calls as well as delays on some services due to COVID-19 and our new IT system,
but we’re here for you. Apologies for any inconvenience. Keep updated on our services here.

Find out more

Scrutiny Panel

A Scrutiny Panel is a small group of tenants who work independently to research a specific topic in depth to see if there are areas of improvement. These improvements could result in money saved, services changed or training programmes introduced.

This panel has six tenant representatives, two from each heartland.

The Scrutiny Panel is responsible for scrutinising our key services and processes and they report back to the Landlord Operations Committee (LOC) with recommendations.

It holds the Company to account by challenging Service Teams to improve performance by identifying areas for improvement and offering recommendations. The tenant's perspective is an important part of this process.

The role and training

As a member of the group, you will:

  • Receive help and training - each member of the Scrutiny Panel has an induction, which helps them to understand the role, responsibilities and provides guidance on how to analyse data and performance.
  • Get access to the relevant equipment to help you to participate digitally – a device and internet access.
  • Develop a wide range of skills which may help if you were applying for jobs or looking for voluntary work.

The group meets every month (this was disrupted due to COVID-19 and happened virtually).

We cover all reasonable out of pocket expenses.

We understand that not everyone has the right equipment or skills to volunteer their time virtually, so Torus Foundation has been commissioned by Tenant Voice to provide help to customers who would like to let involved to improve their digital skills and access equipment. Find out more below.

Tenant Inspection Programme 2021

The Scrutiny Panel scrutinises a different theme, for 2020/21 they are looking at:

  • Complaints Customer Journey
  • Housing Ombudsman Self-Assessment

Scrutiny Panel current workplan:

Quarter Scrutiny
Quarter 1
Customer Satisfaction (themes coming our annual satisfaction of tenants and residents (STAR) survey, to be identified by scrutiny group).
Quarter 2 Meet the Service Leads (Client, Contactor, Torus Customer Hub).

Scrutiny on dissatisfaction with communication around repairs.

Report on findings and any recommendations to Landlord Operation Committee (LOC) in October 2021.

Scrutiny Panel Reports

Reports to follow, this is a new panel.  Come back soon to find out what the review involved, their findings and recommendations for improvement.

Interested in joining the Scrutiny Panel?

If you would like to apply to join the Scrutiny Panel, or just find out about becoming a Tenant Voice volunteer, please contact the Tenant Voice Team by emailing TenantVoice@torus.co.uk or calling 0800 678 1894.

Digital skills

If you do not have the right equipment or skills to volunteer your time virtually, but would like to get involved, please call Tenant Voice to discuss or you can speak to Torus Foundation directly on 0300 123 5809 or email info@torusfoundation.org.uk who can help build your skills and confidence online.