Tenant Scrutiny

The Tenant Information Service (TIS) is employed by Hillhead HA to support our tenants look at our services and make recommendations to us in order that we can improve things for our tenants.

Hillhead Housing Association’s Tenant Scrutiny Group selected the Anti-Social Behaviour (ASB) service as the focus of its recent scrutiny review. The purpose of the review was to examine how the service operates from a tenant perspective, identify opportunities for improvement and make recommendations to strengthen the overall tenant experience. The review was undertaken over several months using a range of evidence-gathering methods. The Scrutiny Group reviewed the Association’s Anti-Social Behaviour Policy, tenant-facing information and communications, case and performance data, met with staff through a dedicated Question and Answer session, and gathered feedback from 143 tenants through a survey. Overall, the Scrutiny Group found that Hillhead Housing Association’s Anti-Social Behaviour Policy provides a broad framework for responding to ASB which was working well. However, the review identified a gap between the formal processes used by the Association and how clearly those processes are understood and experienced by tenants. See the full report here, and our management response here.

Following the Scrutiny group review the policy was reviewed using the recommendation report and a staff workshop on it’s findings.

An action plan was then created with key actions on more accessible information for tenants, particularly around reporting and outcomes.

If you’d like to be a part of a future scrutiny exercise with our group, please contact Paula McCann on 0141 578 0200.