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What is scrutiny and service improvement?
Our Scrutiny Review Group is a fantastic way to take a deep dive into a specific service area and understand what is working well and where it can be improved.
During a scrutiny workshop, the group will create a set of recommendations to share with the relevant Eastlight teams, who will then review the recommendations before setting out actions to improve their service area.
Video: Resident scrutiny in action!
Watch this video about our full day scrutiny workshop focused on improving the way we manage and deliver complex repairs. If you are unable to view this video, please click the shield icon on the bottom, left-hand-side of this page and allow ‘Targeting cookies'.
4:54 YouTube
What have we done so far?
See information below on the work already completed to make sure your voices shape and improve our services. We use the information you share during our workshops, bootcamps, and task and finish sessions to make detailed action plans that responds to your needs.
Residents took part in a full‑day workshop examining how complex repairs are managed and experienced, sharing real-life cases and identifying opportunities for improvement.
What they looked at:
- Communication and updates during complex repair journeys
- Response times and coordination across multiple visits
- Overall customer experience and value for money.
What was agreed:
- Clearer communication throughout repairs, including what happens next and who is attending
- Better diagnosis at first contact to reduce repeat visits
- Earlier involvement from managers to resolve issues more quickly
- Improved guidance for residents, such as tips, welcome information and advice
- Greater use of in‑house teams where possible to improve consistency and quality.
A full report and detailed actions have been developed following the workshop.
Eastlight residents reviewed how service charges are calculated, communicated and allocated, with a focus on fairness and transparency.
What they looked at:
- Eligibility for service charge caps
- What costs are included in service charges
- How charges are divided and applied across homes
What was agreed:
- Clearer, earlier communication about any changes, including advance notice and explanations
- Simpler, more accessible information in plain English, with improved online and printed guidance
- Better local support, with clear points of contact through Customer Services and Neighbourhood Leads
- Improved value for money, including reviewing contracts such as communal utilities
- Stronger engagement with leaseholders and improved managing agent oversight
- “You said, we did” updates so residents can see how their feedback drives change.
A full report and detailed actions have been developed following the workshop.
Take part in our 2026 Scrutiny Programme!
See more options below on the themes and services we'll be diving into this year. The programme was agreed by past scrutiny participants and our Customer Influence Committee.
