Yarlington's Customer Scrutiny Consultation

Closed 23 Jul 2018

Opened 2 Jul 2018

Feedback updated 5 Feb 2019

We asked

We wanted you to help us improve our scrutiny group Challenge and Change. As part of this consultation we asked you the following:

  • Which areas Challenge and Change should review over the next two years
  • Where you want the sessions to be held, whether that’s at our HQ in Yeovil, in the community or at both.
  • When the sessions should be held including both day of the week and time of day.
  • Finally we asked you how long you would like each session to last

You said

More than 100 of you took part in the survey and provided some great feedback.

The three most popular areas you said you wanted to be reviewed in the next two years were:

  • Repairs and maintenance
  • Anti-social behaviour
  • The condition of a property when moving in

When asked about where the sessions should be held, 54% of you said you would like them held in your community.

When asked what the best day and time to hold Challenge and Change reviews was, most of you said you wanted them to be held after 6pm on a weekday or before 12pm on a Monday or Saturday.

When asked how long each session should last, 80% of you said they should be between one and two hours long.

We did

As a result of your feedback we have agreed to make the following changes:

  • Over the next two years, Challenge and Change will review the following areas: repairs and maintenance, anti-social behaviour, the condition of a property when moving in.
  • We will be flexible about where the sessions are held with some in the community and some at our HQ in Yeovil.
  • We will ensure sessions are held after 6pm on a weekday or before 12pm on a Monday and Saturday.
  • We will also ensure each session lasts no longer than two hours.

Putting these into action, our first Challenge and Change session will cover the condition of properties when moving in, it will be held at 10am on Saturday 19 January at Yarlington’s Park Lodge scheme in Yeovil and will last no longer than two hours.

To support the delivery of Challenge and Change, we’ve also recruited for a new Chair and Vice Chair who will lead and grow the group, run the sessions and help ensure Challenge and Change influences how Yarlington works.


Yarlington’s customer scrutiny group is called ‘Challenge and Change’. This is an independent group of Yarlington customers who ‘scrutinise’ or review Yarlington’s services and processes. They explain what we are doing well and how we can improve.

Why we are consulting

Our current Challenge and Change Group consists of a number of dedicated customers and we would like to expand this group so a wider group of customers can attend. We would like to hear your views about when and where we should hold Challenge and Change meetings and which areas you would like to review.

We are currently recruiting for the positions of Chair and Vice Chair of Challenge and Change. These exciting and vital roles will support Challenge and Change to be involved in further shaping the future of Yarlington.

Annual Remuneration:

Chair: £3,000 per annum, paid quarterly

Vice Chair: £1,500 per annum, paid quarterly

For further information or an informal discussion about the roles, please contact Challengeandchange@yhg.co.uk

What happens next

All of this information will be reviewed with the Independent Chair of Challenge and Change and we will let you know what changes we will make as a result. If you have filled in your details, we will contact you about the next Challenge and Change review.


  • Challenge and Change Workshop - Independent Living Services

    From 6 Sep 2018 at 10:00 to 6 Sep 2018 at 13:00

    The first of two workshops focussing on the services delivered within Independent Living.