Read all about our customer scrutiny activities

Our “involved customers” are so much more than a tick box exercise – they help check out the quality of our services, recommend changes and monitor progress of improvements. In short, they are the “eyes and ears” of Midland Heart.

We have around 200 customers who volunteer their time and energy to work with our Customer Scrutiny Team to help shape services for all our customers. Customers can get involved as much, or as little, as they want through activities including completing surveys about services, undertaking regular inspections of the communal areas where they live, and taking a long, hard look at topics as diverse as how to reduce the volume of repair recalls and improving diversity in retirement living.

A computer screen showing our Customer Scrutiny newsletterOur autumn scrutiny newsletter is packed with stories about how we’ve successfully kept customer scrutiny going throughout the restrictions of 2020.

Our activities have included over 40 customer scrutiny digital meetings, recruiting new members to the team and gathering feedback from almost 1,000 customers.    

There are also articles on the latest services to be “scrutinised” as well as any action for changes.

Any customer wishing to join our team of involved customers can find out more by visiting our My Voice page or emailing

There’s also a virtual drop-in session on the first Tuesday of every month which runs between 10.30am and 12 noon. One of our Customer Scrutiny Team will be happy to answer any questions so drop-in at any time between 10.30am and 12 noon by visiting us here

27th November 2020 | 2020