RSB Report – November 2020

As part of our efforts to work collaboratively with customers to improve services and make our homes and neighbourhoods a great place to live, Onward has three Regional Scrutiny Boards (RSBs):

  • Lancashire

  • Merseyside

  • Greater Manchester & Cheshire

The RSBs comprise a diverse range of customers from each of our three regions and they meet with Onward colleagues every three months to review our services and identify where improvements can be made.

RSB members compare our performance against targets and review customer feedback which has been gathered via surveys, reported complaints and various other channels.

Where the results and feedback highlight areas for concern, the RSBs carry out an investigation which typically lasts for six months. The findings of their investigations and their recommendations for change are formally presented to Onward’s Finance and Performance Committee. In this way, the committee and RSBs are able to hold us accountable for performance improvement.

In this report, read how the RSBs have risen to the challenge of mobile working and have quickly adopted digital channels as a way to connect during lockdown. With the support of the Customer Engagement team, they have successfully continued to carry out their crucial work.

In line with Government guidance Onward has continued to deliver the best services possible within the restrictions. For the RSBs, as for Onward, the priority during this period has been to ensure that customers have access to essential services – food, medication, support and emergency repairs.


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