1. Our Scrutiny Journey West Lothian Council
Sarah Kelly Improvement Team Manager Housing, Construction and Building Services
Alison Kerr Tenant Inspector

2. A Culture of Scrutiny WLC has strong performance led approach
Self assessment and external scrutiny are cornerstones
Core activity for 16 years in HCBS
Partnership between leaders, all staff and tenants
Inspection timetable planned each year in consultation
Delivers key benefits for service delivery
Can be aligned to areas of weakness, ARC & dissatisfaction
Helps identify and drive service priorities

3. The 5 P’s!

4. Initial Reactions…..

5. Preparation for Inspection!

6. Promoting the benefits
Bring everyone along with you – critical!
Training – build capacity/skills
Guidance – The TLI Toolkit
Tells us where the important issues for tenants are
Sometimes the solution is simple!
An opportunity to help tenants understand our processes
Highlights service strengths
Builds trust and shared ownership of service
Can direct service internal review
Cross-cutting services – widening scrutiny

7. TLI Explained Alison Kerr – Tenant Inspector
Focuses on key areas of service delivery
6-8 inspectors in a team
Inspections are carried out as a ‘Customer Journey’
Each inspection has a plan lasting 6-8 weeks
Inspectors access staff, records and documentation, visit workplaces & properties, mystery shop and interview staff and customers
A report is written and delivered to senior managers highlighting findings and recommendations
Service then has 28 days to produce an action plan

8. Benefits for everyone Tenants gain skills and confidence
Better understanding of service area
Work in partnership with staff
Influence improvement in service delivery
Scrutinise at a level that suits individuals
Highly regarded by Housing, Construction & Building Services as a tool for scrutiny

9. What’s Next? HRA scrutiny Launch of new Tenant Led Inspector toolkit
Training programme for new inspectors
Selection of new areas for inspection
Continue to blaze a trail!

10. sarah.kelly@westlothian.gov.uk 01506 281877
Contact Details: