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.

• Pamela Holliday

  Pamela’s scrutiny journey started in 2009 through OVH’s InVision newsletter, it said if you want to be involved, ring this number, so she thought she would give it a go. Pam was very impressed at the first meeting with the staff support and the friendliness.

  In 2012 she was voted to be Chair, a position she takes very seriously. To be a good leader, you have to have a good team, and Pam believes she has an excellent team, who play to each other’s strengths. Pam said she will keep going for as long as the team wants her there.

  She encourages anybody who is thinking about it to just come along and meet the team, there is no pressure, and they have lots of fun. By joining the team, Pam has met some friends for life.

• Bernie Blackmore

  Bernie is a long-time member of our Scrutiny Panel. His contributions have helped to shape and influence our services for nearly a decade now. Previously, Bernie worked as a Pub Manager, and he joined Customer Voice because he felt that he was very good at communicating with a wide variety of people.

  Bernie has also been running a pensioner’s club for about 10 years now as well. He recommends that anyone who wants to join Customer Voice should. As by joining you can help others and also OVH to improve the quality of life for yourself and other customers.

• Anthony Bailey

  Anthony became an involved resident around 2013 after responding to an advert within the tenant newsletter magazine. In the past Anthony has worked in many jobs ranging from administration to museum demonstrator, which has also included some roles within the housing sector. In the past he has done voluntary work for organisations such as the National Trust and also within community theatre.

  Anthony became an involved resident as a means to give something back and make an active contribution to the community of which he is part of.

  His advice to anyone thinking about joining Customer Voice would be to be both open-minded and open to learn new skills, housing and community can be really interesting services to be involved within.

• Ken Williams

  Ken has been part of Customer Voice for many years and has been voted in as Vice-Chair of the Scrutiny Panel. He previously worked in office administration and accountancy, and joined Customer Voice as he liked the idea of being involved. Ken is passionate about Customer Voice and ensuring all customers voices are heard. He encourages anyone who has an interest in housing and wants to help make things better to get involved. Customer Voice helps not only the tenants, but you get opportunities to learn about the different things that One Vision Housing do.

• Joyce Johnston

  Joyce is the newest member of the Scrutiny Panel and has recently undertaken a training session on Scrutiny hosted by TPAS. She has 25 years of experience working in an office and enjoys working as part of a team. She is an avid volunteer in the teaching sector helping adults with learning difficulties to read. Joyce is also part of the Oxford House Residents Group where she promotes tenant inclusion and helps to arrange social events for residents.