The Board’s process
The Onward Scrutiny Board review our performance against published targets and benchmarks four times a year. The information they look at includes areas such as rent collection, complaints, repair timescales and the time we take to relet empty homes. If there are any areas where we are underperforming, they then present to relevant Heads of Service across Onward with challenge questions and make recommendations on what we can do to improve.
They can also undertake independent reviews of the services we deliver by looking at customer feedback from surveys and complaints, talking directly with customers, Onward’s employees and contractors, as well as our policies and the Regulator’s service standards.
Members of the Onward Scrutiny Board have busy roles and meet every fortnight to catch up on the progress of their reviews and to speak to Onward’s employees about service plans and any issues raised.
They do all of this with the support of our Customer Involvement Team.