Customer Scrutiny Panel
Our Customer Scrutiny Panel is an opportunity for customers to hold us to account for the services we provide
Customer Scrutiny Panel
Our customers are the reason we’re here. Listening to you, and acting on your feedback, is crucial in helping us to improve what we do and how we do it. Our Customer Scrutiny Panel (CSP) is made up of a group of customers that makes sure the customer voice is heard and acted on, at every level of One Manchester.
What does the Customer Scrutiny Panel do?
The Customer Scrutiny Panel plays a central role in our governance structure. They meet regularly and carry out service reviews, putting together reports, giving constructive feedback and recommendations based on evidence.
Having this in-depth look at our services makes sure that, where we need to improve, customer-focused solutions are always found, and positive changes are made. This is more important now that we're being assessed against the new Consumer Standards and Tenant Satisfaction Measures (TSMs).
As we shape our business for customers, using things such as strategies, policies, and procedures, we ask for the views of our Customer Scrutiny Panel to give us ideas from a customer perspective around how we can shape our thinking to suit customers better.
Our strategies
Since starting, our Customer Scrutiny Panel has had intensive training with a specialist independent organisation called Altair, and the opportunity to meet our Board and Leadership team to find out more about how we are run. They’ve also been giving us feedback on key strategies and policies including: Vulnerability, Value for Money, Communications, Sustainability, and Customer Experience; 708 customer calls and written inquiries alongside One Manchester colleagues, as part of the ongoing review of our repairs service.
Would you like to help shape our services?
We always welcome more customers who want to be involved! There are lots of different ways to have your say and give feedback on the services we provide. Visit the Customer Voice page to find out more about our Groups and Panels.
You can also sign up to join our feedback group by letting your Neighbourhood Officer know that you want to give feedback during your Tenancy Experience Visit.