Vico Homes Scrutiny Team

We believe our customers should have a strong voice in shaping the services that affect their lives. That’s why we’re proud of our Vico Homes Scrutiny Team (VST) — a dedicated, independent team of residents working alongside us to ensure our services are transparent, effective, and focused on what matters most to tenants.

What is scrutiny?

Scrutiny is a process where residents review and challenge how we deliver services, with the aim of driving continuous improvement. It empowers customers to:

• Examine performance data
• Investigate how we act on customer feedback
• Hold us accountable for the services we provide
• Recommend changes based on real experiences

Customers scrutinising our policies and how we work helps us make our services the best they can be. We know that being transparent and customer driven is important which is why we’re proud to be supported by national organisations such as Tpas, which promote tenant engagement and transparency.

Meet the Scrutiny Team Chair

“I wanted to get involved with Scrutiny because I'm naturally curious, probing by nature and all about receiving what is promised. I, like you, want an affordable, liveable home and to make sure that all services that my rent covers are fit for purpose and deliver value for money. To support improvement in performance that aligns for both the business and us, the customer. For Vico Homes this means that they must be transparent, be open to being challenged, deliver change, actively listen, and react with the customer at the heart of all its decision making. It's an exciting time to get involved in Scrutiny as the business grows.

“Is this you too? Do you want to help mould the future of Vico Homes. Are you inquisitive like me? Want to understand how your landlord looks after you? Do you want to effect change for yourself and future customers? Come join us, help represent the voice of all customers of Vico Homes.”

Laynie Wilson, Vico Homes customer and Scrutiny Team Chair

Our mission (provided by the Scrutiny Team)

The Scrutiny Team aims to support Vico Homes in informing, involving, and including tenants. The team is here to drive continuous service improvements, represent tenant voices, and share feedback with everyone from service users to executives. By being a critical friend to Vico Homes, the team members ensure services meet tenants’ needs while striving for quality performance and satisfaction.

How the team makes a difference

The Scrutiny Team supports better services for everyone by:

• Reviewing performance and services
• Highlighting areas for improvement
• Ensuring tenant feedback is acted upon
• Supporting procurement and policy decisions
• Strengthening communication between tenants and Vico Homes

Members will receive support and training from the beginning of their membership, supporting them to undertake their role effectively.

Support and training opportunities will be provided throughout the year.

Interested in getting involved?

We’re always excited to have new members join us but please keep in mind there are  a limited number of spaces are available on the team. If you’re a Vico Homes customer who cares about improving services and making a difference, consider joining us.

The team is expected to meet in person at least four times a year, but the activity of the team may mean you’re involved more often than just these meetings.

Taking into account meetings, activities, desktop research, interviews, data gathering, analysis, report writing, preparation, and training, members of the Scrutiny Team typically contribute around eight hours per month. This may vary from month to month depending on the team's workload and priorities.

Can’t commit to becoming a full member?

There are opportunities for supporting roles within scrutiny which become available at various times throughout the year. Join our Customer Panel to find out about these opportunities through email when they become available. 

Not a tenant but feel you can add value?

There may still be a way for you to support or contribute to the work of the Scrutiny Team without being a member. Contact us on [email protected] to discuss how you can be involved.

Questions?

Email the Scrutiny Team.