Scrutiny panel

Scrutiny members review our performance and services

MSV’s Scrutiny panel is made up of customers of MSV. Members review our performance, strategies, policies, and services

Join our pool of Scrutiny Panel members. Sign up for the service or area you are interested in.

The Scrutiny Panel reviews different elements of MSV, for example, repairs, complaints, customer service, and newsletters. To do this, panel members may observe colleagues, speak to other customers, review complaints, and interview colleagues. They then make recommendations and suggest actions for us to improve the service.

The group challenges what we do, ensuring that:

We meet customers' needs
Ensure Value for Money at all times
Ensure feedback is reported to the board and MSV committees

Personal qualities and skills required to become a scrutiny member:

Good concentration
A good listener
Tactful and diplomatic
Able to share skills
Professional and open-minded
Respect confidential information
Able to analyse written information

To become a scrutiny member please contact the Customer Voice and Influence Team at involvement@msvhousing.co.uk

Complaints Process 2024

On 9th May the panel will be doing a deep dive into MSV's complaints process; looking at all relevant policies and procedures and meeting with the complaints team. A comprehensive list of recommendation on how to improve the service will follow.

Scrutiny Report - Complaints

This report summarises the review and recommendations from MSV’s Scrutiny panel of MSV's new Complaints Team, policy and procedure.

Scrutiny Report - Mutual Exchanges

Customer volunteers from MSV’s Scrutiny panel reviewed MSV's mutual exchanges and the customers' experience from start to finish, identifying any gaps in the service. This report summarises the review and makes recommendations based on findings.