The Service Improvement Group (SIG) select an area of our service to focus on and carry out a thorough review. They scrutinise the service, look at performance, tenant feedback and complaints, and compare how we do things to other Associations. Their Scrutiny Outcome Report goes to our Board for consideration and includes recommendations on where or how the service could be improved and celebrates best practice.
Tenant Participation Strategy Review
The Service Improvement Group’s review of our Tenant Participation Strategy led to the development of a new strategy designed alongside tenants. The review introduced clear, measurable objectives to strengthen how tenants can get involved and influence decisions.
It also resulted in a number of key improvements, including the creation of the SIG’s 10 Key Principles of Tenant Participation, the GO Get Involved calendar, and the “Shaped by Tenant Voice” stamp, which highlights where tenant feedback has influenced decisions and services.
Damp and Mould Review
The Service Improvement Group’s Damp and Mould review was the first of its kind carried out by a tenant scrutiny panel in Scotland. It received recognition across the sector, being shortlisted for a Chartered Institute of Housing (CIH) Scrutiny Excellence Award and showcased as best practice at a Tenant Information Service (TIS) member event.
The review led to improvements to both the policy and how we communicate about damp and mould. It helped remove the stigma often associated with the issue and introduced a more supportive approach, with Glen Oaks now aiming to “tackle damp and mould together” with tenants.
