VIVID customer scrutiny panel

Our customer scrutiny panel helps to shape our services and hold us to account.

The VIVID customer scrutiny panel takes an independent view of VIVID’s performance to ensure customers’ voices are listened to.

The panel monitors the implementation of our Customer Influence Strategy and will scrutinise whether we have taken account of customer views in our service reviews and whether our decisions negatively impact upon specific customer groups. The panel will then make recommendations about how we can improve our involvement and engagement or reduce or mitigate any foreseen negative impacts.

They also conduct scrutiny reviews, taking a deeper look at our business practices and their impact upon our customers. They also compare our practice to other housing associations and highlight areas that we can learn and improve from.

What have they been doing…

The panel has recently completed in-depth reviews on:

Corporate communication - leading to clearer updates and improved digital channels
Anti-social behaviour (TPAS collaborative scrutiny project) - resulting in better guidance and support for customers during early intervention, whilst learning from other housing providers: Hull City Council, Vico Homes and RedKite Housing

Previous reviews have covered topics such as the customer journey for repairs, our moving in and moving out standards and satisfaction with the quality of repairs. The recommendations have driven real improvements in service delivery.

Looking ahead

The panel will continue to:

Monitor progress against the Customer Influence Strategy
Expand customer participation in scrutiny activities
Share updates through the scrutiny recommendation tracker, highlighting recommendations and their impact

We work on challenges that we feel as customers are important and we work together to come up with solutions which is rewarding. It's not very often that you can work together with a service provider to enhance the services that are provided. It makes me feel rewarded, passionate and involved. The scrutiny tracker below, highlights all the recommendations that the panel have made as a result of their independent scrutiny work.

Meet the panel

Lee Sexton

Lee has spent nearly 30 years as a Civil Servant, specialising in health, safety, security and environmental protection, with a more recent focus on medical health and wellbeing. He strongly believes in fairness, equality and recognising that every disability is unique. He joined the VCSP because VIVID listens and genuinely wants to improve, and wants to help make things better for every customer by supporting good value and a high quality service.

David Conquest

David has been a VIVID customer for over ten years and lives in the north of Hampshire, where he has worked in the IT industry. He strongly believes in the value of communities and has supported several voluntary groups. He joined the VCSP to help question and influence policies that affect customers and keen to represent the voices of his neighbours and other customers to support informed decision making and performance monitoring.

Mo Afzal

Mo has lived in Hampshire for several years and has been a VIVID customer for the past 6 years. He is a working professional in the construction industry. He joined the VCSP to share industry insight into how services are delivered and how the customer journey can be improved, helping to shape a more positive experience for customers.

Rosemary Pyke

Rosemary has been involved with VIVID for four years and values the opportunity to contribute to the scrutiny process. She enjoys working with members of VIVID who are very supportive of the scrutiny role and provide all the relevant information needed to produce clear and effective reports. Coming from outside the housing sector, Rosemary enjoys learning about the housing industry and the needs of VIVID’s customers. She is particularly interested in focusing on areas that will bring the greatest benefit across VIVID’s services.

Lisa Macintosh

Lisa wanted to join the scrutiny panel so that every customers voice is not just heard but truly listened to. Her journey through the housing system has been diverse navigating from forces accommodation, temporary housing to shared ownership and long term tenancies. These experiences have given her a deep first hand understanding of the challenges customers face. Passionate about using her perspective to drive real improvement and to make sure the community remains at the centre of every decision we make.

Susan Timmins

Susan joined the VIVID Customer Scrutiny Panel because she wanted the opportunity to make a difference and help shape services for customers. She’s passionate about improving customer experiences and supporting positive change within the organisation. Being part of the scrutiny panel allows her to share her views, represent customers and contribute to improvements that benefit the wider community.

Robert Weller

Robert lives in North Hampshire and his background is in providing customer services to both Commercial and Retail sectors. He joined the VCSP with the aim to contribute in a constructive way towards improving our delivery of housing services to customers.