Every year, our Resident Representative Team (RRT) decides to focus on a particular service area and conduct a detailed scrutiny review. A scrutiny review will take different forms, but generally a review will pick a topic and, using a framing question, gather evidence and insight to better understand how that area of work might be improved. Tenants will work with staff, and sometimes external facilitators, to produce a series of recommendations which the organisation will genuinely consider. Accepted recommendations will go into an action plan and tenants will monitor progress against agreed deadlines.
The RRT has so far conducted three scrutiny reviews, and these were their recommendations:
2025 - Understanding why tenants refuse energy-efficiency improvements
In 2025, RRT explored why some tenants refuse energy efficiency improvement works delivered through the Social Housing Decarbonisation Fund (SHDF). The aim was to better understand barriers to access and identify practical improvements.
Key findings
- Unclear data – Terms like 'no contact' were too broad, making it difficult to understand whether issues were due to outdated contact details or non engagement
- Energy Performance Certificate (EPC) updates not always recorded – Tenants are contacted for the works but then when they have a refreshed EPC, their home has already improved from previous work and they cannot proceed under the scheme
- Access challenges – A large proportion of homes recorded repeated 'no access/no contact', slowing down programme delivery
- Tenant concerns – Practical issues (such as boarded lofts) caused delays and required additional support
- Positive experiences not captured – Limited collection of satisfaction data prevented wider promotion of the benefits.
Tenant recommendations
Tenants felt that there were five key routes to improvement:
- Improving communication from Red Kite and the programme contractors
Including:- Making sure the contractors are listed on our web page so people can verify when they hear from a previously unknown company e.g. IZ Energy or E.on
- Reassuring tenants around quality of these works, following national reporting of issues with similar improvement works in other areas.
- Reviewing all the letters and leaflets used
Including:- Ensuring contractors are using a local number where possible, so people don’t think they are being cold called
- Developing a clear leaflet that explains the benefits and the key messages
- Drafting a new introduction letter with tenants, and mark it with the 'Tenant Reviewed' stamp.
- Red Kite to consider piloting a tenant liaison officer to support the rollout of this project and potentially others
RRT felt strongly that this would support better uptake and ensure more homes benefit from the programme. - Robust tenant involvement in procurement, including enhanced RRT oversight of the project, in addition to the tenant procurement panel involvement
RRT members were keen to continue to have an overview of the next steps of this significant programme. - Continue, and look to increase, the works undertaken when homes are empty
Including:- Setting targets to increase usage of vacant homes to make the necessary improvements to the home and focus on retesting EPCs so we have more accurate data
- RRT members understood the need to ensure the works didn't create extra delays to homes being ready for new tenants to move in, so they requested that tenants be informed at sign-up stage that the works would be happening within a set time period after moving in
- Exploring linkages to the Home MOT programme and existing home safety checks, exploring the options to undertake an up-to-date EPC as part of these workstreams.
What changed as a result
RRT’s recommendations focused on clearer communication, better partnership working, and improving how we understand and record information about our homes.
Outcomes already completed:
- Findings shared with Operational Performance and Tenant Services Committee (September 2025)
- Development of an action plan with Red Kite teams and contractors (August–November 2025)
- Presentation of findings and recommendations to the Board (December 2025)
Work continuing into 2026 and beyond:
- Ongoing delivery and monitoring of agreed actions
- Improved reporting and clearer access/engagement processes
- Strengthened communication and promotional activity around SHDF (now superseded by the Warm Homes: Social Housing Fund)
- Independent verification of progress (Autumn 2026)
2024 – Red Kite’s approach to tenant-led scrutiny
This review was prompted by RRT’s desire to develop Red Kite’s approach to tenant-led scrutiny. In response to the social housing sector’s new regulatory landscape and a recent ‘verification’ exercise on implementation of the recommendations made by a previous scrutiny review, RRT decided to undertake a ‘scrutiny of scrutiny’ review.
The review was informed by the question: ‘Scrutiny at Red Kite will be considered a success when…’
Aims
- To distil RRT learning through research and their previous experience, in order to improve the current scrutiny process
- To produce delivery of a framework outlining a sector-leading approach to support and guide delivery of future tenant-led scrutiny reviews at Red Kite.
Result
Two documents were produced:
- Tenant Scrutiny Review Principles: a tenant-to-staff document which helps to set the parameters and align expectations for tenant scrutiny reviews at Red Kite
- Tenant Scrutiny Review Guidelines: a tenant-to-tenant document, supporting future tenant scrutineers, empowering them to drive these important reviews.
2023 – Damp, Mould & Condensation (DMC)
Completed actions for service improvement:
- Training to ensure accurate note-taking by Relationship Advisors relating to DMC cases
- Individual DMC action plan produced for each case, to include clear communication on action and timescales
- Introduce care call or visit three months after DMC remedial works and inspection 12 months later to ensure all DMC issues have been rectified
- Review current content in moving in packs, ensuring there is up-to-date DMC information included
- Information on our DMC service is included in every sign-up pack
- More regularly updated information on DMC in our newsletters and online to increase awareness of the service, particularly in winter months
- Information on DMC included in call holding messaging on telephony system
- Named specialist staff member allocated to all but the very simplest of DMC cases
- DMC case reference number given to every tenant reporting an issue.
As part of their scrutiny review RRT sent one of their members out for a day to shadow one of our Technical Officers - read about tenant volunteer Ron's 'damp day out'
2022 – Customer Contact Centre
Completed actions for service improvement:
- RRT created and sent a contact sheet to tenants with helpful contacts
- Improve website to ensure clarity of how to contact Red Kite and feed back
- Sample survey of tenants who have recently reported complex repairs
- Introduce 'call me back' option on our phonelines to reduce waiting times during busy periods
- Reduced number of ‘press 1 for…’ options for tenants calling Red Kite
- Ensure internal teams and contractors have secure access to and use relevant information about vulnerable tenants
- Provide training and systems development to ensure Red Kite staff can easily capture and retrieve information to update tenants
- Strengthen technical repairs knowledge for Relationship Advisors through training and links with Property team.