Residents’ Scrutiny Panel – an update

Last year, a group of SCHA residents joined those from five other trusts to form a Residents’ Scrutiny Panel (RSP). The aim of the RSP is to collaboratively scrutinise processes and procedures and recommend improvements.

The RSP first came together in April 2025. During its first year, the group reviewed the complaints process across all six trusts.

They chose this topic because, nationally, complaint handling in local housing has become a major focus. Also, some residents across the trusts said they were not always fully satisfied with how complaints were dealt with. It was felt that a complaint could be viewed as an opportunity to learn and to build trust.

Throughout the year, the RSP met monthly to assign tasks and review completed actions. They visited schemes, spoke to staff and residents, and conducted surveys. They also checked websites and key documents, comparing what each trust does well and where improvements could be made.

In December 2025, they produced a comprehensive 25-page report along with 15 key recommendations for the trusts

The report and recommendations were presented to the boards and trustees of each trust, and SCHA RSP members Jonathan, Cherry, Pat C, Pat D and Barbara presented to us, along with Eileen from Lench’s Trust.

Eileen delivered a clear and insightful summary of the Complaints Report on behalf of the group.  The presentation was well received, with attendees praising the panel’s thorough approach and lived‑experience insight.  Adrian Evans, SCHA Chair, thanked the panel for their hard work and highlighted the value of collaboration between the panel’s housing providers to improve customer service.

Recommendations and SCHA’s actions will be available on scheme noticeboards and on the Information & Advice page of our website. RSP information and updates will also be discussed at our extra care residents’ meetings. 

Thank you to our RSP members

A huge thank you to all RSP members for their dedication, time, and commitment to strengthening scrutiny and helping us to improve services for residents. Your contribution makes a meaningful difference.

The RSP will continue to monitor progress against the recommendations and actions set out in their Complaints Report.

What happens next?

In January 2026, the RSP held its first meeting to agree on a new project for this year.

They felt that moving to a new home is a stressful and sometimes frightening experience, so they should consider how to make it more positive for new residents.

Their project for 2026, ‘the moving in experience’, will consider ways the trusts can make relocating better for all new residents. They want them to feel welcome and valued, and to have a great first impression.

Additionally, they want to review the information provided and determine whether improvements can be made to make it simpler and easier to understand.

They hope that current residents will speak to them about their experiences and add their thoughts on how moving in could be made easier, more efficient and a happier event.

Look out for updates as the RSP continues its valuable work!

Would you like to join the RSP?

If you’re interested in representing SCHA on the RSP, please speak with your scheme manager or a current panel member.  We look forward to welcoming new voices and perspectives.