Customer Scrutiny Group

Want to help make Westward better? Our customer scrutiny group take a close look at our services to see how we can improve things for everyone. Their work is vital to the work we do at Westward.

The group aim to review between two and four service areas each year. This process puts a particular service, or part of service under the microscope. This allows them to: 

• Take a detailed look at how Westward can improve its services
• Work with Westward colleagues to collect evidence about how our services currently work
• Talk with other customers about their experiences with our services
• Use what they learn from this to recommend changes that will improve our services in the future.

When a topic is under review, it is looked at in the following ways:

• Looking at existing policies and procedures
• Interviewing the relevant senior officers
• Interviewing officers delivering the service to customers
• Reviewing complaints 
• Interviewing relevant partners, such as such as grounds maintenance contractors
• Designing and sending out customer surveys to customers who have received the service, to Our Voice members and via social media.