Planned works scrutiny report

CIG completed their second formal scrutiny report during June and July 2025. This focussed on the customer experience for planned works and specifically communication with customers having a new kitchen, as part of our investment into existing homes. This area was targeted following varying customer feedback.

We’ve produced a summary report which is available to read here – but CIG’s main recommendations included:

CIG Scrutiny Report - Communication of planned works.pdf [pdf] 2MB

• Clearer information for customers on who they should contact when things don’t go to plan, including the role and responsibilities for the contractors Resident Liaison Officer.
• Ensuring customers understand the schedule for trade visits in advance to help manage expectations.
• Introduction of a customer-friendly information pack with less words and more visuals, signed off by customers.
• Simplify the current feedback process with Golding, sharing themes from customer satisfaction surveys with contractor to deliver improvements.