Tenant Scrutiny Panel - previous Meeting Minutes
Tenant Scrutiny Panel Meeting - Tuesday 7 July 2026 Minutes
Present:
- Julie Hood, Housing Equalities and Engagement Facilitator
- D McLaren, tenant
- E Middleton, tenant
- R Dobson, tenant
- S Scott, tenant
Apologies:
- none received
R Dobson was welcomed to the meeting. Introductions were made.
- Minutes and matters arising
- Mystery Shopping Scripts
- Satisfaction data
- Investigate representation of engaged tenants
- Survey of Independent Living Community communal areas
- Health Check
- Tenant Scrutiny Panel Conference
- Housing Management Officers and Neighbourhood Strategy
- Action Plan
- Any Other Business
- Next Meeting
Minutes and matters arising
The minutes were agreed as a true record of the meeting.
The following were actions at the last meeting:
- To send Your Choice factsheet to every tenant letting them know how to give feedback through the Panels.
All sent as follows:
Over a period of 2 weeks, every lead tenant received either a letter or an email giving information about the Tenant Scrutiny Panel, the Performance Panel and The Tenant Voice Panel. Links to the information on the website were provided.
In total:
- Letters sent - 2070
- Emails sent - 5045
- Total - 7115
At 7July 2026 40 response emails and phone calls have been received. A response rate of 0.56%.
Several of the responses were not about the engagement opportunities, and the following are a few examples of the topics of these emails/phone calls:
- needing a bigger house
- needing a dropped kerb
- the state of communal spaces
- trees
- poor service
However, we have 1 tenant attending the Tenant Scrutiny Panel in July and 2 tenants intending to join the August meeting.
The Performance Panel has two potential new members at their September meeting.
7 new Tenant Voice Panel members.
Some tenants who have asked for further information have not responded as yet so these figures may increase.
- Website to be updated with the amendments to the Local Offer
- Updated
- Monthly satisfaction data to be included on the agenda every 3 months. To start in July
- Included on the agenda
- Investigate representation of engaged tenants
- To be included on the agenda
- Tenant dissatisfaction with their Housing Management Officer areas of work and the Neighbourhood Strategy
- Housing Management Officer discussion on the agenda
- At a previous meeting Paul Simpson, Compliance Manager, asked if members of the Panel would attend the Building Services Team Day on June 25 to give ‘first hand’ information about the services they had received. One of the members was available and agreed to attend
- They prepared well resulting in a very good session. They gave an honest account of service delivery within the area of repairs
- Julie has been asked to pass thanks to the member for giving their time and being clear and honest
Mystery Shopping Scripts
Unfortunately, a Customer Support Officer was unavailable to attend this meeting. Julie met with a member of the team last week and produced the draft scripts presented to the meeting.
Some small additions were made to the scripts.
Action: Julie to send the scripts to the Customer Support and Planning Team Leader and the Repairs Team Leader for agreement.
Satisfaction Data
March to June satisfaction data had been sent to Panel members with the papers for the meeting.
It was noted that the numbers of completed work for all the Capital Programmes was low. The new contracts should be starting soon which will increase the number of completed properties and the amount of data collected.
Responsive repairs
Due to capacity, this satisfaction survey will not continue. A transactional survey is being investigated. This will automatically send a survey to tenants once the repair is complete.
It is hoped this will be in place soon.
Investigate representation of engaged tenants
Owing to the recruitment campaign this is postponed until early 2027.
Survey of Independent Living Community communal areas
This was agreed. To be sent to Senior Managers in Housing.
Action: Julie to send to Senior Managers.
Health Check
Owing to the recruitment campaign this is postponed until early 2027
Tenant Scrutiny Panel Conference
To be included on the agenda for the meeting in August.
Housing Management Officers and Neighbourhood Strategy
To be included on the agenda for the meeting in August.
Action Plan
To be updated.
Any Other Business
Reporting repairs through the Housing Portal
The team working on Open Housing have progressed reporting a repair through the Housing Portal. They would like the Tenant Scrutiny Panel to give their feedback on the process. This could be fairly short notice so might not be included on the agenda. It might need to be included under ‘any other business’.
All agreed for it to be included under ‘any other business’ if necessary.
New Panel members
As there will be more new members at the next meeting Julie suggested that she meet with them before the next meeting. This might help them settle into the meeting and feel more prepared.
She will also send them the Terms of Reference, Code of Conduct and Virtual Meeting Protocols along with other documents they may need to support the August meeting.
Next Meeting
Tuesday 4 August 2026, 6.30pm via Microsoft Teams
Agenda items for the next meeting:
- Conference
- Housing Management Officers
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