Each year, the Resident Scrutiny Team carries out a resident-led review of one of Hexagon’s service areas. In 2024, the team chose to take a closer look at the Community Investment Service (CIT) – and this summer carried out a long-term review and impact assessment. Importantly, asking ‘So What?’ – looking at how scrutiny has made a difference for residents and helped us improve the way we deliver services.
The original scrutiny made 7 recommendations, and 20 actions were agreed. The Resident Scrutiny Team and CIT reviewed progress together and scoring was broadly aligned, averaging:
- 81% for completion of actions
- 71% for evidence of outcomes
- Reaching a total average of 76%
Overall, the review shows good progress in delivering the actions. We recognise that evidencing outcomes is not always straightforward and can take time; and that some actions rely on organisation-wide projects such as Knowing Our Tenants. The Resident Influence Group has also reviewed the long-term update and agreed, 17 of the 20 actions as completed. Some of the key impacts so far have been:
- All new general-needs tenants are now referred to CIT and offered up to six months support. New tenancy support increased from 38 in 2024/25 to 100 in 2025/26
- A new communications plan and programme has made it easier for residents to access information and CIT webpage views have doubled
- The annualised value of CIT interventions increased by £52,382 to £593,660 in 2025/26
- Better communication with other teams and moving CIT onto Cx have helped increase internal referrals
- A new Tenancy Sustainment Strategy has been developed and supports earlier identification for money support, prioritising those in most need
- Partnerships have grown to help meet increasing demand, including £16,736 in resident savings through Pocket Power, 317 energy vouchers worth £15,533, laptops for residents, 3 apprenticeships, 9 employability workshops, work placements and more
- 17 new tenants received grants totaling £10,094, alongside support with utilities, council tax, benefits, food and energy costs
- In response to rising demand, more structured case management, clearer prioritisation and greater signposting are helping CIT focus support where it is needed most.
