Scrutiny

A Scrutiny Review provides customers with an opportunity to delve deep into housing matters which they may be concerned about or underperforming areas where they feel there is room for improvement. By involving customers in our decision-making, we are able to enhance our services, increase satisfaction, and become more efficient.

These reviews strengthen the relationship between tenant and landlord, fostering trust and improving our reputation in the process. We believe that effective communication is key, and we are dedicated to providing an open and honest forum where customers can have their questions answered and suggestions respected.

View our Customer Voice Scrutiny Terms of Reference HERE.

Meet our Scrutiny Panel

Pamela Holliday

Pamela’s scrutiny journey began in 2009 after she spotted an invitation to get involved in OVH’s InVision newsletter. She decided to give it a try, and at her very first meeting she was impressed by the warm welcome, strong staff support, and genuine friendliness in the room.

In 2012, Pamela was elected Chair a role she takes great pride in. She believes that strong leadership depends on having a strong team, and she feels fortunate to work alongside a group that plays to each other’s strengths. Pamela says she will continue in the role for as long as the team wants her there.

She encourages anyone who is curious to simply come along, meet the team, and see what it’s like. There’s no pressure, plenty of support, and a lot of fun along the way. Through her involvement, Pamela has also made friends for life.
Ken Williams

Ken has been an active member of Customer Voice for many years and has been elected Vice‑Chair of the Scrutiny Panel. With a background in office administration and accountancy, he first joined Customer Voice because he wanted to get involved and make a difference.

Ken is deeply passionate about ensuring every customer’s voice is heard. He encourages anyone with an interest in housing, or a desire to help improve services, to take part. Customer Voice not only benefits tenants, it also offers valuable opportunities to learn more about the wide range of work carried out by One Vision Housing
Anthony Bailey

Anthony became an involved resident in 2013 after responding to an advert in the tenant newsletter. His career has taken him through a wide range of roles, from administration to working as a museum demonstrator and he has also held positions within the housing sector. Alongside his professional experience, Anthony has volunteered with organisations such as the National Trust and has been active in community theatre.

He chose to get involved as a way of giving something back and making a positive contribution to the community he is part of.

Anthony’s advice to anyone considering joining Customer Voice is to stay open‑minded and willing to learn new skills. Housing and community work, he says, are genuinely interesting areas to be involved in.
Bernie Blackmore

Bernie is a long‑standing member of our Scrutiny Panel, and his contributions have helped shape and influence our services for nearly a decade. Before joining Customer Voice, Bernie worked as a Pub Manager, a role that strengthened his ability to communicate with people from all walks of life, one of the main reasons he decided to get involved.

For the past ten years, Bernie has also been running a pensioners’ club, further demonstrating his commitment to supporting his community. He encourages anyone who is considering joining Customer Voice to give it a try. By getting involved, you can help others, support OVH in improving services, and enhance the quality of life for yourself and fellow customers.
Joyce Johnston

Joyce joined the Scrutiny Panel in June 2024. She brings 25 years of office experience and thrives in team environments. Alongside her professional background, she has also been a dedicated volunteer in the teaching sector, supporting adults with learning difficulties to develop their reading skills.

Joyce is an active member of the Oxford House Residents Group, where she promotes tenant inclusion and helps organise social events for residents. Her involvement there sparked her interest in joining the Scrutiny Panel.

Recently, Joyce was awarded Champion of the Block and proudly received a trophy recognising her commitment. She enjoys being part of the Scrutiny Panel because she feels she can make a meaningful impact and help shape services for the better.
Denise Haney

Denise Haney is a mother of three. Before having children, she worked in an office environment as a debt collection agent and customer service advisor, managing a team of 25. Her role involved handling both inbound and outbound calls, setting up payment plans, and helping people manage their debt.

Alongside her office career, Denise has also worked as a professional singer, performing on cruise liners, in holiday camps and other venues.

Due to ill health, Denise eventually had to give up work. During this time, she studied at Edge Hill University, achieving Levels 2–5 in Person‑Centred Counselling as well as training in Cognitive Behavioural Therapy (CBT). She went on to practise part‑time and volunteered with the Citizens Advice Bureau.

Denise now keeps herself busy as a member of One Vision Housing’s Customer Voice team and, more recently, the Scrutiny Team continuing her commitment to helping others and contributing to her community.
George Carter

George Carter has been a tenant since 2010. He chose to become an involved customer with One Vision Housing so he could help reflect the views and experiences of those who use its services. Before moving to Bootle, George spent 20 years working in social housing for a housing trust in Manchester, gaining experience across a wide range of roles and service areas.

With this background, George aims to bring a balanced perspective to his involvement understanding the policies and procedures that social housing providers must follow, while also recognising and championing customer expectations. He is committed to monitoring how services are delivered, offering constructive feedback, and helping identify opportunities for improvement for both One Vision Housing and its customers.

Outside of his involvement work, George has a variety of interests. He serves as a local lay church minister, holds another civil role, enjoys attending free classical lunchtime concerts and the theatre, and writes and produces a hospital radio show. He also has a fondness for vintage buses and enjoys viewing and occasionally riding these nostalgic vehicles from years gone by.
Vivienne Howell

Vivienne has been a tenant for over 25 years and lives in an independent living bungalow in Thornton. Vivienne has been involved with OVH groups for nearly a year now, after her Independent living officer suggested to give it a try. “I was a bit unsure at first, but I’m so glad I took the step.”

Vivienne has taken part in many training sessions such as Tenant Inspectors and TPAS she enjoyed it so much that she signed up for more and become a member of the scrutiny panel.

“Being part of the OVH groups has been a wonderful experience. I love the people, the group dynamics, and the friendly, supportive atmosphere”.