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Customer Scrutiny Panel

Our Customer Scrutiny Panel currently meets with the Chief Executive and Chair of the Board every six months to raise issues that come through the Regional committees. Over the next three months, a sub group of members will be looking more closely at Service Charges and how to improve the service.

We are in the process of reviewing the role of the Panel so that it can concentrate on investigating how our services work and make recommendations for improvement to our Executive Management team and to the Board. We will have four places available for customers to apply for.

What will it involve?

  • Inspecting repairs, estates and empty properties
  • Questioning other customers, staff, managers and contractors
  • Studying our policies
  • Visiting other Housing associations to learn from them
  • Attending about six two hour meetings a year to monitor performance
  • Working in partnership with other panel members and staff
  • Constructive challenge

Frequently asked questions

What is the panel for?

The Customer Scrutiny Panel will constructively challenge the Genesis Board and Senior Management Team to set long term and short term plans and targets that reflect what really matters to the residents. This is to drive constant service improvement at Genesis. The panel will:

  • Carry out in depth reviews of different aspects of our service
  • Report evidence based findings to the board with recommendations
  • Monitor and scrutinise the performance of

What skills should you bring to the panel?

  • Ability to work as part of a team
  • Reading, writing, listening and communication skills
  • Ability to make decisions based on evidence
  • Have the ability to challenge constructively, whilst respecting the roles, views and feelings of others
  • Ability to see the bigger picture not just voice your own concerns
  • Ability to use or learn to use a computer and the internet for report writing and research
  • Willingness to attend workshops and training

How much time will you need to commit?

Usually, a review will take around 3 months and will require regular meetings and homework outside of these. Not all members must participate in each review.

The panel itself will meet quarterly, in addition to meeting twice a year with the board to present the findings and recommendations from each review.

What are the benefits for you?

  • Professional training and experience
  • Increase skills and improve your CV
  • Learn more about how Genesis is run
  • Challenge Genesis to improve the services that are provided to you

Interviews – What do we expect?

We will give you all the information you need about how scrutiny works so we will not expect you to know this. During your interview, you may be asked to give evidence and examples of how you have displayed certain qualities that are required for this role, listed in section 2 above, such as:

  • A time where you have worked as part of a team and what role you played
  • Meeting deadlines in a personal or professional capacity
  • A time when you have challenged constructively, whilst respecting the roles, views and feelings of others.
  • Being able to listen and take in different ways of looking at a problem
  • Experience of communicating verbally, in writing or presenting information
  • Willingness to devote time for training
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