The Lancaster City Council Housing Scrutiny Panel is an independent group of council tenants and leaseholders who work to review and improve housing services by acting as a "critical friend" to the council. They gather evidence, ask questions about service delivery, and make recommendations for improvement based on their findings. This helps ensure that housing services are accountable, meet tenants' needs, and use public money effectively.

The new Regulatory Framework for social housing as set out in the revised Consumer Standards overseen by the Regulator for Social Housing have strengthened the role of tenant scrutiny. There is a much stronger focus on the ‘tenant voice’ within social housing, to make sure tenants are kept informed and can shape and meaningfully influence the decision making of their landlord, and that homes are provided which are warm, safe and secure. 

The Tenant Scrutiny Panel has a key role within a co-regulation approach – this is the requirement that landlords, their governing bodies, and tenants, assure their own compliance with the national standards, as part of a positive relationship with the Regulator.  

The Scrutiny Panel is a major part of the Transparency, Influence and Accountability standard which requires Lancaster City Council to be open with tenants and ensure: 

• They are treated with fairness and respect. 
• They can access services, raise complaints, and influence decision making. 
• They can hold Lancaster City Council, as their landlord, to account.

Lancaster City Council has made a service commitment in the Service Improvement Plan 2025-2027: 

• We maximise efficiency and seek to be transparent with the services we deliver. 
• We will involve and empower residents and ensure those who require support receive it. 

The Team consists of dedicated tenant volunteers. They lead the process by guiding investigations, consulting with the wider tenant base for topics and lived experiences, and producing well informed and deliverable recommendations.  They hold the Council to account and ensuring that tenants voices drive continuous service improvements.

	Barbara "My name is Barbara, and I am the Chair of the Scrutiny Panel. Since joining the panel, I have seen significant improvements in the services we have reviewed. Most recently, we completed a scrutiny of the Communal Cleaning Contract and played an important role in enhancing the service. One of our recommendations, which has now been implemented, is the introduction of posters with QR codes that tenants and leaseholders can scan to see when their cleaning is scheduled."
	Suzanne "I’m Suzanne, a resident on Branksome Estate and a member of the Scrutiny Panel. I was involved in the Repairs and Maintenance review, which led to setting up the Repairs and Maintenance Steering Group. I now attend the monthly meetings to help improve communication between RMS and residents. I also helped design the new missed‑appointment cards and supported introducing text reminders, both of which have improved the service for tenants."
	Michelle "I’m Michelle, an engaged tenant involved with the Mainway Tenants Group, Community Garden project, and the Scrutiny Panel. I’ve contributed to reviews on repairs and maintenance, communal cleaning, and the voids process, helping improve communication and services for tenants. From April, I’ll also be supporting work on the grassland management strategy. I’ve helped run pop‑up events and develop tenant surveys, strengthening our visibility and communication with residents across the district."
	James "My name is James, and I am an active member of the Scrutiny Panel. When I first began attending meetings, I was quite shy and lacked the confidence to speak up. However, my involvement has significantly helped me develop both confidence and communication skills. The first RMS scrutiny review I participated in focused on repairs and maintenance, with communication identified as a key area for improvement. Since then, we have seen noticeable progress, including improved text message updates and the introduction of new calling cards. In addition, I organise and deliver the quiz at Tenant Voice meetings."
	Linda
	Pamela

 

The responsive repairs service focuses on maintaining the quality and comfort of your home by handling day-to-day maintenance needs. Because this is one of our most widely used services, it is vital that it runs smoothly and efficiently. The Scrutiny Panel reviews how this service operates to ensure it consistently meets tenants' expectations. You can explore the panel’s latest findings and their recommendations for continuous improvement in the documents below.

The Scrutiny Panel are currently working on Void Properties, and will be shortly starting a new scrutiny on Grassland Management.

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🟡 Scrutineers Report - Responsive Repairs

🟡  Action Plan - Responsive Repairs

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Repairs and Maintenance Responsive Repairs Outcomes:

🟢 You Said: ‘A separate booklet about reporting repairs including diagrams like those on the website would be good to put in the pack for new tenants. These booklets should be made available to all tenants’

🔵 We Did: ‘The old booklet has been removed from the website. The new booklet has been signed off by Managers and is with tenants for final input and sign off. These will be available in paper form as well as on the website. The booklets will be part of the sign-up pack for new tenants.’

‘With input from the Scrutiny Panel redesigned calling cards introduced and implemented January 2026.’

‘A new feature, Virtual Inspections, was introduced in November 2024. You can now send photos of repairs to our team, helping us diagnose issues faster without a home visit.’

🟢 You Said: ‘Once a repair has been reported that confirmation of the appointment should be sent by the tenants preferred method of communication such as text, email or letter.’

🔵 We Did: ‘From November 2024, we introduced text messages and emails to improve communication and increase response rates. All the Housing Assistants now have access to Gov Notify so can send complete ad hoc messages in addition to those that the system generates. These include updates on damp and mould issues, reminders for repairs, booking requests, and overdue repair notices.’

🟢 You Said: ‘In situations where an appointment cannot be booked on the first call to customer services, confirmation in writing by the tenants preferred method should be sent to the tenant advising that someone will be in touch within a specified period. 3 working days would be a reasonable time frame for this.’

🔵 We Did: ‘Text messages are being sent to customers due to an “unappointed job”. When contact is made a mutually agreed appointment is agreed. This is working well. Great feedback from tenants. There has been an increase in unappointed jobs for electrical repairs. There are going to be more slots opened now there are more staff in electrical repairs operatives to reduce the unappointed jobs. We are continuing to regularly review all unappointed electrical jobs to get them booked in and will take the learning from this to see whether we expand this to other repairs where an appointment can’t be booked at first point of contact. This is working well, not moved to other areas yet. We have appointed an additional electrician which has increased the number of appt slots. RMS work schedulers have been contacting tenants when a slot has become available for other trades. RMS currently has 5 trade vacancies which is currently impacting on the availability of appointments.’

🟢 You Said: ‘To use the screen in schemes to show regular information about how to report repairs.’

🔵 We Did: ‘Screens in Schemes project group meet on a regular basis, Repairs slide has been added. There is a suite of slides that can be interchanged and seasonal.’

🟢 You Said: ‘A regular newsletter with information in every edition keeping people informed about how to report repairs.’

🔵 We Did: ‘Regular items include gas servicing, not allowing cold callers into your home, not to access lofts. RMS and Compliance have provided seasonal articles to go in newsletter The Summer 2025 newsletter provided information on the volume of repairs & other works completed during 2024. Each edition publicises the repairs contact number.’’
 

🟢 You Said: ‘A steering group around repairs and maintenance to look at how to keep the service moving in the right direction.’

🔵 We Did: ‘RMS steering group has been in place since April 2025. ToR has been created by the group and on the webpages now. Various managers attend to give the group an overview of the whole service RMS Manager attends RMS Steering Group meetings – previous one was 4/2/26 and Complete discussed suggested topics to be discussed including the new RMS structure and the need to introduce a multi-skilled workforce, backlog of repairs, Awaab’s Law/damp & mould, disrepair & “claims farmers”.’
 

🟢 You Said: ‘Tenants should be given a report of the works carried out for their own records just as anyone else would who has an operative to their home to carry out work.’

🔵 We Did: ‘Customer service has a new form to complete with tenants who phone up to report damp and mould. This considers the households vulnerabilities and allocates appointments based on the information received. Awaab’s Law introduced 27/10/25 Summary reports are provided by the Surveyor following inspection via a link to customers e-mail/text, (approx. 80% of customers) or alternatively a copy of the summary report will be posted to customers without an email/text within 3 days.

The summary report that tenants receive when the inspection is completed has been live since Q2 2025/26 Under Awaab’s Law, landlords must provide these reports within three working days. Once in place, we will explore expanding this process to other areas. Awaab’s Law introduced 27/10/25 summary report of what was found & remedial works required are provided to tenants upon completion of the inspection via a link sent to a mobile/email. This is working well for damp/mould and considering implementing for other works subject to IT/system support.’

Communal cleaning ensures that shared spaces across our blocks of flats - such as hallways, stairwells, and entrance area- remain welcoming and well-kept for everyone. To help maintain high standards across these shared living environments, the Scrutiny Panel examines how the cleaning programme is managed and delivered. You can read the panel’s latest findings and their recommendations for keeping these spaces in top condition in the documents below.

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🟡 Scrutineers Report - Communal Cleaning Contract

🟡 Action Plan - Communal Cleaning Contract

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Communal Cleaning Contract Scrutiny Outcomes:

 

🟢 You Said: 'There is a general lack of information around when blocks are cleaned, how often they should be cleaned and what the cleaners are meant to clean when they are in the blocks. This has led to dissatisfaction amongst some residents and makes it difficult for residents to know whether they are getting the service that they are paying for. The Scrutiny Panel recommended that more information is made easily available to tenants.'

🔵 We Did: 'Designed and displayed posters in each communal block.  They have a link on them via QR code to the Council’s website that clearly displays the cleaning schedule for each block, the frequency that each block is cleaned and the details of what should be cleaned on each visit.'

Created a new webpage so people can see what is cleaned, when and can provide feedback. Instead of the full contract it has been broken down to be more user-friendly for residents

To help ensure high cleaning standards in our blocks, our contractors send through pictures to our building cleaning supervisor after each clean.'

 

🟢 You Said: 'If blocks can't be cleaned on their scheduled day due to operational reasons or due to bank holidays, residents are not being informed and therefore don't know when the cleaners will be coming. There needs to be more communication with residents in these circumstances.'

🔵 We Did: ‘Whenever LCD informs Alison of changes to the cleaning schedules, we make every effort to communicate these updates to the residents affected. This process will become much easier from October 2026 once the new system is in place, as it is currently very manual, but we have already begun doing this.’

'Ensure we have up to date contact details for as many tenants as possible.  We will continue to highlight the benefits and importance of having up to contact details for people through the monthly Newsletter and Social Media posts.'

 

🟢 You Said: 'We need to have an easy way for residents to report issues when they occur and to give tenants the opportunity to provide feedback.' 

🔵 We Did: ' The digital team have created the survey, and there is a QR code on posters to website and the survey. We have a dashboard so can report monthly now on surveys and the feedback we are getting.  Slow response so far so we are planning to send out a bulk text message to encourage people to give us feedback

- 'Monitor how many forms are being completed and for those blocks where feedback has been low to send out a feedback survey quarterly.'

 

🟢 You Said: ' That Tenants need to be  more involved in the tendering process to ensure that they are getting the service that they want; whilst ensuring value for money.'

🔵 We Did: 'The quality questions were shared with the Scrutiny Panel before finalisation of the tender document.

As requested, the Tender includes a face-to-face presentation by the winning company – yet to be confirmed who this is as scoring is ongoing. One or Two members of the Scrutiny Panel will be invited to attend the presentation.'

Contact Rachael or Christian (our Community Engagement Team) for more information:

• Email: chengagement@lancaster.gov.uk
• Tel: 01524 586891 or 01524 582123 

Or click here to look at our Menu of Engagement and sign up to the options that suit you.