We want to make sure our services work for you. This is why we work with our customer-led scrutiny team to see what is working well and what we could do better. Below you can find out more about the scrutiny journey or you can meet our Vico Scrutiny Team and find out how you can get involved. 

Meet our Vico Scrutiny Team

Find out more about our Vico Scrutiny Team, what they do and how you could get involved!

Find out more

The Scrutiny Journey:  

1. Choosing a scrutiny topic 

Scrutiny topics can come from a range of different places like Tenant Satisfaction Measures, surveys, complaints, Ombudsman findings, customer suggestions and our customer-led Vico Scrutiny Team’s (VST) observations. 

2. Deciding what to scrutinise first 

Our Vico Scrutiny Team (VST) prioritises services that are important to customers. They consider possible risks, how accessible services are, how topics link to regulation and our strategic goals. 

3. Our scrutiny work begins 

Once a topic is chosen, the work can begin! Our VST and colleagues will get started on activities like research, performance analysis, interviews, focus groups, mystery shopping, surveys, complaint reviews, customer journey reviews and feedback about lived experiences.  

4. Creating accountability 

Now we’ve got the evidence, we can see where we can improve in the future. We put the topic, what we did, the findings and improvement suggestions together into a report.  

5. Getting it to the right people 

Scrutiny reports are shared with:  

The manager responsible for the topic that was scrutinised, our Director of Customers and Communities and our Customer Committee.

The manager responsible will then agree actions for improvement and we’ll add this to our Customer Insight to Outcomes Action Plan. Our Customer Committee keeps an eye on how these actions are getting on regularly throughout the year. 

6. Showing you what’s changed 

We share what you said and what we’ve done on our website, social media, in our Bloom Online e-newsletter, scrutiny reports and in our annual reporting so you can see our progress and suggest future areas for customers to scrutinise.