Housing Scrutiny panel

The overall objective of the Housing Scrutiny panel (HSP or panel) is to review housing services working practices to determine if policies and procedures are being followed. The panel contribute to the review and development of council policy and make recommendations to enhance and improve service delivery. The Housing Scrutiny panel is an independent and autonomous group of recruited council tenants and leaseholders from across the town. This is done by:

• running well managed meetings, which have a clear agenda
• helping to achieve luton council’s commitment to co-operative council principles by scrutinising performance and processes within housing
• being customer focused and accountable to the wider customer base
• scrutinising (not writing) housing related policies and practices with the aim of providing efficient and effective services, high standards and good customer satisfaction

We work closely with the housing portfolio holder and housing service managers. Scrutiny members need to bring a wide range of life skills and experience. Training is provided.

During 2023 to 2024 the panel scrutinised tenancy officers (previously called housing officers) communication issues with tenants. The process included having conversations with tenancy officers and surveys with tenants. We are working with the tenancy services team to make improvements to identified issues.

We use customer survey results, complaints information, performance reports and direct communication with residents and staff to determine which areas to focus on and scrutinise. Survey results are often the starting point for more investigation. We have strong links with the Tenant Partnership board and work together to make decisions.