The CSP works independently to conduct scrutiny exercises. We can choose which service areas we want to review, or they can be referred to us by other customer groups or Aster teams.  

As always, customers are at the front of our minds when it comes to scrutiny. To gain views on the service they have received from Aster, a confidential survey is carried out to ensure we are making recommendations based on customer experiences. The panel also asks for the views of frontline team members who deliver the services to gain their thoughts on the service they provide.

In the past year, the CSP has completed two scrutiny exercises on planned maintenance and lifting equipment in customers’ homes. We spent a total of 219 hours on them and reviewed 180 customer surveys on these subjects that helped to inform our recommendations, that included:

• Introducing satisfaction surveys
• Improving communication to let customers know about delayed or suspended work.

We’ve also had training sessions giving us insight into changes that are taking place in the social housing sector, helping to inform and add value to our scrutiny work.