News and media

Customers’ experiences are helping shape the future of energy efficiency upgrades, following a recent review by our customer scrutiny group (CSG).

The group recently took an in-depth look at our approach to sustainability, focusing on how energy efficiency improvements are being delivered across customers' homes.

Working closely with the investment team, CSG members explored how Energy Performance Certificate (EPC) ratings are assessed for every property and how stock condition surveys help inform investment decisions. The review also examined our sustainability targets, planned improvements and the support available to customers throughout the process.

A key part of the review involved gathering feedback directly from customers who had benefited from energy efficiency upgrades, as well as colleagues responsible for planning and delivering the work.

Sustainability improvements reviewed included the installation of solar panels, cavity wall insulation, and new doors and windows.

The findings highlighted a range of positive outcomes, with many customers reporting warmer, more comfortable homes and improvements to the overall condition of their properties.

However, the review also identified areas for improvement. Some customers experienced inconsistent communication, limited guidance on using new technologies, and delays in completing outstanding work. The group recommended that strengthening communication, providing clearer handovers and ensuring all works are fully completed and explained, would help improve customer satisfaction and confidence in future.

The group presented its full findings and recommendations to the investment team in July. You can find the full report at: www.westwardhousing.org.uk/customer-scrutiny-group-reviews

Get Involved in the customer scrutiny group

The group plays an important role in helping shape and improve services by:

• Talking to customers
• Exploring how services work
• Running surveys
• Making recommendations for improvement

Taking part is a great opportunity to develop skills in teamwork, communication, and decision-making. No previous experience is required, just your perspective and willingness to get involved.

Find out more and join the group at: www.westwardhousing.org.uk/scrutiny