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 customers.
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 customer engagement and transparency.
Find out how your voice has made a difference
You’ll find out more about how customers have shared their voice and the difference it’s made.
Join the team!
If you're interested in joining the Scrutiny Team, let us know by filling out an application form.
Find out moreShare an idea with the Vico Scrutiny Team!
We want to hear from you! Maybe you know an area that could benefit from a review by the Scrutiny Team or have an idea about scrutiny.
Share your idea now!How the team makes a difference
The Scrutiny Team supports better services for everyone by:
- Reviewing performance and services
- Highlighting areas for improvement
- Ensuring customer feedback is acted upon
- Supporting procurement and policy decisions
- Strengthening communication between customers 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 each month. This may vary from month to month depending on the team's workload and priorities.
Interested? Fill out our form and let us know!
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 customer 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.
Meet the team
“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
"My name is Alan Whitehead. I've been a Vico Homes customer for 10 years. I served 22 years in HM Forces and I am also a Member of Yorkshire County Cricket Club and love nothing more than sitting watching them.
"I joined the Scrutiny Team to represent all tenants to ensure Vico Homes deliver the services it promises and it meets the needs of all its customers."
Alan Whitehead, Vico Homes customer and Scrutiny Team Member
"As a member of the scrutiny panel, I want to help strengthen trust, champion residents’ perspectives, and work constructively with Vico Homes to enhance the quality and consistency of its services. For me, scrutiny isn’t about pointing fingers - it’s about working together, being open and transparent, and making sure decisions truly reflect residents’ needs and expectations.
"What I enjoy most about being part of scrutiny is seeing real change happen. Whether it’s improving communication, shaping services, or raising concerns that require attention, it feels meaningful to contribute to something that has a direct impact on people’s homes and wellbeing. I take that responsibility seriously."
Keely Duggan, Scrutiny Team Member
"Hi, my name is Liz Brown. I'm a Vico Homes customer and a member of the scrutiny group as well as a couple of other panels."
Liz Brown, Scrutiny Team Member
“I've been a Vico Homes tenant for almost 15 years now and joined the company as a colleague in March 2024. I work in Homesearch and see customers needs from the beginning of their journey with Vico Homes.
"I joined the Scrutiny Panel to ensure that the views and concerns of Vico Homes tenants are listened to and acted upon by decision makers. I like the fact that we can act as “watchdogs” designed to hold the organisation accountable for its decisions and performance.
"After the tenant survey results, we took command reviewing and making improvements from concerns raised to make experiences better. Acting as a “critical friend” I can directly influence and ensure services such as repairs, ASB and building safety are delivered effectively and transparently for the benefit of our community.
"We have conducted mystery shops, boot camps and black box activities to improve how issues raised have been and can be dealt with in the future.”
Amanda Mathews, Scrutiny Team Member