Customer Involvement

Scrutiny Panel


We are committed to providing opportunities for our customers to assess our performance as a landlord, and to help us shape our future services.

Social landlords must submit an Annual Return on the Charter(ARC) to the Scottish Housing Regulator (SHR) and need to report the assessment of their progress towards or achievement of the Charter to their tenants and others who use their services. In order to achieve this, the approach we have to take is generally referred to as ‘tenant scrutiny’ across the UK.

You can view our Landlord Report publication’s here.

To view our full Charter return and also compare our performance with that of other housing associations visit the Scottish Housing Regulator website.

Our Scrutiny volunteers have been helping to review and improve various service areas to ensure we achieve the outcomes and standards set out in the Scottish Social Housing Charter

The role of Scrutiny is to:

  • Scrutinise individual areas of the business using appropriate evidence including tenant inspection findings, internal performance data and data from comparable organisations
  • Challenge Irvine Housing Association on performance, advise and influence performance management and help drive positive change
  • Undertake all work having regard to value for money
  • Promote equality and diversity
  • Act with transparency
  • Be accountable to customers
  • Reflect the needs and aspirations of customers

We are recruiting

Benefits to you include:

  • Great for personal development
  • You can add the skills and experience you gain to your C.V.
  • Receive specialist training for free
  • Meet new people
  • Develop your knowledge of social housing
  • Gain experience of reviewing data & writing reports
  • Gain experience of working as part of a team
  • Opportunities to increase your self-confidence
  • Enhance your communication and personal skills
  • Travel expenses paid
  • Refreshments provided at meetings

Qualities – We ask that you:

  • Are able to commit to attend meetings, and assist with activities outside of meetings as required 
  • Are organised and punctual
  • Are open to hearing other people’s opinions and taking them on board
  • Have good communication and listening skills
  • Are competent at using the internet
  • Enjoy working as part of a team
  • Are happy to be left alone to complete tasks within deadlines
  • Have an interest in improving services for all customers

Sign up today

You can apply if you live in an Irvine Housing Association property and are aged 16 or over, only one customer per household can be a scrutiny volunteer. Owner occupiers living within our communities are entitled to apply if they have the relevant skills, commitment and competence, and providing that tenant membership remains in the majority.

To apply please complete an online application form  or send an email with a copy of CV to Customer Involvement Officer – [email protected]

Deadline for applications is Sunday 9 September 2018.


Meetings will usually take place at IHA Head Office, 44-46 Bank Street, Irvine, KA12 0LP

The location and availability of volunteers will be taken into consideration when arranging meetings, we will also try to use digital methods where appropriate.

Example Annual Timetable for Scrutiny

September – November

Review performance data beginning of September and decide on areas to scrutinise (max. of 2 per year)

Can carry out 1st scrutiny activity any time from mid-September to end of November.

December – January

No meetings required

February – April

Can carry out 2nd scrutiny activity any time from beginning of February to end of April.

May – August

No meetings required


There will be a minimum of 5 meetings per year, each meeting lasts around 2-3 hours, but can be less depending on the agenda.

You will be required to work alone on tasks outside of these meetings and work to deadlines.

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