Scrutiny, what is it?

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Scrutiny, what is it?

Each year we ask groups of residents to take a close look at how certain areas of the organisation are being run, this process is called resident scrutiny. It’s a different group of residents for each new scrutiny, and they are supported by friendly and experienced Jigsaw staff.

Scrutinising something simply means looking at something in a lot of detail and that’s exactly what resident scrutiny is – your way to take a close look at what Jigsaw is doing and let us know if you think we could do it better!

There are three main ways that residents can contribute to the scrutiny process:

  • Take part in a survey at the start of the year to pick what parts of the business should been scrutinised that year, these surveys take place our Jigsaw Rewards website. For 2023, the scrutiny topics chosen are ‘damp and mould’ and ‘cost of living’
  • Volunteer to be part of a scrutiny panel – sign up via Jigsaw Rewards or by emailing us. This involves attending three online meetings to look at policies and procedures relating to the scrutiny topic and asking questions of Jigsaw staff members to investigate the topic further. The panel then makes recommendations that are shared with the most senior managers at Jigsaw. Scrutiny Panel members receive £50 in rent credits or a choice of vouchers
  • Answer a survey on Jigsaw Rewards about the scrutiny topic, the results of this survey are seen by the scrutiny panel and will help them make their recommendations.
What to expect at a scrutiny meeting?

The meetings take place on online using Zoom, and each meeting lasts no longer than two hours. The times of the meeting depends on when the volunteers are available. Each scrutiny is made up of three meetings, spread over four months.

There will be around 8 to 12 resident volunteers who are the scrutiny panel itself, and around 3 or 4 staff members who are responsible for chairing the meeting, taking notes, sharing specialist information etc.

Before a meeting panel members will have been sent some documents to read. At the meeting they will watch a presentation from a subject matter expert. Panel members get plenty of opportunities to ask questions such as:

  • Why is a service delivered in a particular way?
  • Why are particular timescales in place?
  • How much is this costing?
  • Can costs be reduced while still providing a good level of service?
  • Could we do this better or differently?

Some questions might involve staff going away and investigating something on behalf of the panel, or carrying out ‘spot checks’ and then updating the panel at the next meeting. For example, on a recent scrutiny about fire safety, the panel told staff to carry out spot checks at a number of blocks of flats to see if there were any problems with items in communal areas blocking exit routes.

At the final meeting, the panel members make recommendations based on all the information they have seen, these recommendations are passed on to the senior management team at Jigsaw and can lead to changes and improvements in the ways we do things.

Jigsaw Rewards

Jigsaw Rewards is the best way to get involved in having a say in our services and to be part of the scrutiny process.

To find out more about Jigsaw Rewards and to register please visit:

Registration is quick and simple! Visit and enter your surname and 8 digit payment reference number. Follow a few short on screen instructions and you’re all set to go.

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