Resident Scrutiny Panels - Why They Work

Maddy Moorcroft was Chair of Burrowes Street TMO. Now she is part of the Resident Committee and Resident Scrutiny Panels.   “One good thing about Watmos staff getting to know me,” she says. “They know that I don’t take any nonsense!” 

Maddy wants to see residents leading improvements - and says Scrutiny Panels work well. She describes how a past scrutiny panel made a difference to complaint-handling: The Panel spoke to residents and staff, and looked at the policy. “We saw how hard they try to resolve complaints, but residents said that sometimes staff couldn’t find their complaint details. And sometimes complaints had to be re-opened, when agreed actions weren’t carried out.”  

“Watmos asked us to be honest, and we didn’t hold back,” Maddy says. The panel recommended that every complaint has a dedicated staff member - and a follow up call to check agreed actions got done. And it worked: “The policy was made easier to understand,” Maddy confirms, “and all our recommendations were agreed.” 

Resident scrutiny panels help keep Watmos resident-led. To take part or suggest a topic, please email Mara Lusuardi at community@watmos.org.uk