Welcoming two new members to Sparrow’s Customer Scrutiny Panel

We’re pleased to welcome two new customer members to Sparrow’s Customer Scrutiny Panel (CSP), following our ‘shape the future of shared ownership’ recruitment campaign.

Customers from a wide range of backgrounds shared thoughtful insight, lived experience and a clear desire to help improve shared ownership for everyone.

The CSP is an independent group of customers who help challenge, review and improve how Sparrow delivers services. It plays a vital role in ensuring customer voices are heard, supporting our commitment to transparency, influence and accountability - and helping us deliver long-term value for customers.

The CSP supports Sparrow by:

• Reviewing and constructively challenging how services are delivered

• Carrying out in-depth service reviews and making recommendations

• Monitoring performance, value for money and customer satisfaction

• Strengthening transparency, accountability and trust

• Representing customer voices from across our communities

Through this work, the panel helps ensure Sparrow continues to improve how shared ownership works — offering customers a way in today, and a way up tomorrow.

Meet our new panel members:

Following a competitive selection process, we’re pleased to welcome:

• Joel from Milton Keynes, who brings extensive experience in project leadership, customer engagement and process improvement, alongside lived experience as a Sparrow customer.

• Emma from Wolverhampton, who brings deep expertise in service management, data analysis and change leadership, as well as first-hand experience of shared ownership.

Both were selected for their ability to combine professional expertise with constructive challenge, clear communication and a strong commitment to improving customer experience. We’d like to thank everyone who applied.

What happens next:

The level of interest in the Customer Scrutiny Panel has provided a strong foundation for how Sparrow will continue to involve customers in shaping our services.

We’re committed to building on this momentum by making customer involvement meaningful, fair and sustained, not one off. This includes:

• Continuing to promote paid involvement openly: We recognise customers’ time and lived experience as expertise. Payment reflects the value of that contribution and will continue to be applied consistently across engagement activity.

• Introducing lighter touch paid opportunities: Alongside the CSP, we’ll create more flexible ways for customers to get involved, including focus groups, service specific deep dives, short scrutiny reviews and real-time satisfaction surveys.

• Maintaining an ongoing engagement pipeline: Applicants will be kept informed and connected, with opportunities to contribute to future involvement activity as it develops.

• Using customer insight to shape CSP priorities: The feedback shared through the recruitment process will help guide early scrutiny topics, ensuring the panel focuses on the issues that matter most to customers — including communication, transparency, service quality and follow through.

This approach helps ensure customers remain partners in improvement, with real influence over how services are delivered today and strengthened for the future.