Customer Scrutiny Annual Report

It's been another positive year for the Customer Scrutiny Panel.

This year, we welcomed three new members and introduced a new approach, focusing on two in-depth reviews to give us more time to listen, explore and make stronger recommendations.

We also took part in Citizen's regulatory inspection, sharing how customer feedback helps shape decisions and improve services.

Working with colleagues and the Customer Assurance Committee, we've continued to use customer feedback, satisfaction results and performance information to focus on what matters most.

Most importantly, we've seen customer voices lead to positive change – helping improve communication, make services easier to use and better understand customers' needs.

As we reflect on the past year, we're proud of what the Customer Scrutiny Panel has achieved together.

Panel members have continued to listen to customers, ask challenging questions and work closely with Citizen to help ensure customer experiences remain at the heart of decision-making.

Over the past two years, Janey has led the Panel through a period of growth, strengthening relationships with Citizen and championing the customer voice.

It's been encouraging to see more open conversations, a willingness to listen and a shared commitment to learning and improving together.

As Janey steps down from the role and returns her focus to review work, Michael will take over as Chair.

We'd like to thank Janey for her leadership, commitment and passion, which have helped the Panel strengthen its role in influencing services on behalf of customers.

Looking ahead, Michael is keen to build on the progress already made. Together, the Panel will continue to listen to customers, seek feedback, ask the right questions and work collaboratively with Citizen to help drive positive change.

Most importantly, we want customers to know that their voices matter.

Every piece of feedback helps us better understand what's working well and where improvements are needed.

By sharing experiences and insights, customers play a vital role in shaping services and helping us achieve better outcomes for everyone.

Thank you to all Panel members, customers and Citizen colleagues who continue to support this important work.

We look forward to building on our successes together in the year ahead.

Each year, the Customer Scrutiny Panel takes a closer look at services that matter to customers. We gather evidence, listen to customer experiences and speak with colleagues to understand what's working well and where improvements could be made.

We then share our findings and recommendations with Citizen's Customer Assurance Committee and Board. You can read the full reports from this year's reviews below.

We looked at how Citizen prepares homes for new customers after a tenancy ends, exploring the process from end to end and identifying opportunities to reduce delays.

We looked at how Citizen engages with customers and uses their feedback to influence services.

We believe there's always an opportunity to learn and improve – including within the Panel itself.

This year, we reflected on how we carry out our reviews and how we can make sure scrutiny continues to provide meaningful insight and constructive challenge.

Two in-depth reviews instead of three shorter reviews.

We changed our approach this year to give Panel members more time to explore each topic in detail.

This has helped us to:

• Spend more time understanding each service
• Explore customer experiences in greater depth
• Gather and consider a wider range of evidence
• Develop stronger, evidence-based recommendations

We're also creating new guidance and resources to help strengthen the scrutiny process.

These will support:

• Panel members to develop their knowledge and enhance the review process
• Colleagues to understand how they can contribute more effectively
• Everyone involved to get the most from customer scrutiny

We're excited to continue making a positive difference for customers.

Working with the Customer Assurance Committee, we reviewed customer feedback, satisfaction results and performance information to help identify our next review topics.

For 2026/27, we've agreed to focus on:

Community Security

We'll explore the experiences of customers and how Citizen can continue to provide safe, secure communities.

Contractor Codes of Conduct

We'll look at how expectations for contractors are communicated and applied, and how this affects customers' experiences when contractors are working in or around their homes.

Most importantly, we'll continue listening to customers, understanding their experiences and working with Citizen to improve services.

By listening, learning and working together, we can help ensure customers feel heard, supported and valued.

We always welcome customer feedback, ideas and suggestions.

Your experiences help us understand what's working well and where improvements are needed.

If you'd like to share your views, find out more about the Customer Scrutiny Panel or learn how you can get involved, we'd love to hear from you, just email us. 

Together, we can help shape services that work better for everyone.