What is Scrutiny?
In 2018 the Federation of Estuary Residents and Scrutiny (previously named ERSRP) joined forces to enable them to strengthen the scrutiny process within Estuary Housing Association. We have two Scrutiny Leads within the FER and they ensure that Scrutiny continues to hold Estuary Housing Association to account, and is purely resident led.
Scrutiny Lead: Julia Davis
Deputy Scrutiny Leads: Janet Ledgerton and Lynda Buckley
Next Scrutiny Review - 11th December 2019
Our next Scrutiny review is on 'Complaints and feedback'. Scrutiny are eager to hear what residents think of Estuary Housing Association's complaints service. Thank you to everyone that has completed the survey in preparation to the bootcamp, your feedback is appreciated.
If you would like to attend the bootcamp, email firstname.lastname@example.org to book a place and for further information.
In September 2017 we received the national award for Quality Assured Scrutiny. The award is presented on behalf of TPAS, CIH and Housemark. We are very proud of our resident Scrutiny and The Customer and Community Engagement team for achieving such a prestigious award.
What Is Our Role Within Estuary?
Formerly known as the Estuary Residents Services Review Panel (ERSRP), Scrutiny is part of co-regulation for residents to give feedback to their landlord, hold them to account and help improve services. Scrutiny is part of Estuary's governance arrangement and so acts as a critical friend. We are tenant owned and tenant-led, enabling the voice of all residents to be heard; our primary objective is to improve services for all Estuary's residents by holding our landlord to account.
Scrutiny involvement will prove a customer led assessment of the services offered to residents. This could involve identifying good practice from other organisations or making recommendations for improvement. You may be required to take an in-depth look at the way services are provided, to identify where improvements are needed and how services should be improved.
New this year......
We are holding bootcamps. Any resident can attend to give their view on a particular service and to help us come up with recommendations for improvement. Once we have completed a review we will present our findings and recommendations directly to the Services Committee made up of Estuary Senior Management and Board members. The Customer and Community Engagement Team then report back with an action plan so the Federation of Estuary Residents (FER) jointly with Scrutiny are able to monitor progress on the agreed recommendations.
Our First Review
Our first major review was completed at the start of 2014 looking into Estuary's Void Properties Procedure. The review focused on Value for Money surrounding the service, resident satisfaction, the standard of the void refurbishment and the needs of residents being met. Five recommendations were made and all were agreed, these included gifting any fitted flooring or sheds to the new residents if they wanted them, deep cleaning sanitary wear rather than replacing it each time a property became void and, including residents in void inspections by using the 12 Resident Inspectors.
The committee recently completed a review on former tenant arrears which was also well received by the organisation, and look forward to seeing their recommendations implemented.
The Estuary Residents Service Review Panel was recently short listed for the Customer Scrutiny Inspection Awards 2015 for the Most Inspirational Scrutiny Panel - Traditional Housing Association, for their work on the Voids Project.
If you would like to request a copy of this report, please contact the Customer and Community Engagement Team by emailing Involvement@estuary.co.uk or call 0300 304 5000
Scrutiny Reports Library
|GEMS Scrutiny Report 2019|
|Voids Project 2018|
|Anti Social Behaviour Report 2018|
Management Response 2018
|Communications Report 2017|
|Final Management Response 2017
|EBS Rep Scrutiny Report 2016|
Do You Have a Suggestion for a Service Review?
Or Maybe You Would Like to Give Feedback on One of Our Previous Reports?
Customer Engagement Team,
Estuary Housing Association,
Essex SS1 2JD.
All requests will be fully considered although we cannot guarantee success. You will be contacted within 16 working days by a panel member to advise whether the request was successful. If your request is not successful, ERSRP will advise you of other ways you may be able to get your issue resolved.