Citizen Led Inspection (CLI)

Citizen Inspectors play a vital role in the Citizen Led Inspection (CLI) programme by volunteering their time and leveraging their experiences as customers. These inspectors actively engage with council services, spending time observing operations, collecting information, and conducting interviews to assess performance and service delivery. Upon completing each inspection, they generate a comprehensive report detailing their findings and recommendations. This report is then presented to the relevant service(s), allowing for direct feedback and constructive dialogue aimed at enhancing the quality and responsiveness of council services. Through their dedication and insights, Citizen Inspectors contribute significantly to the continuous improvement of our community's services

The Inspector Specification, CLI Inspector Specification (PDF, 101 KB)(opens new window)  and Frequently Asked Questions CLI Frequently Asked Questions (PDF, 173 KB)(opens new window) provide valuable insights into Citizen Led Inspection, helping you determine if you would like to pursue this opportunity.

If you wish to become an inspector, please complete the Application Form Citizen Led Inspection - Application Form (opens new window).

If  you have additional questions or would like more information, please email us at citizenled@westlothian.gov.uk, and we will be happy to arrange a phone or video call to discuss further details.

The reintroduction of the Citizen Led Inspection (CLI) programme marks a significant step forward in our commitment to enhancing customer experience and engagement within West Lothian Council. As outlined in the newly approved Customer Strategy, Outcome Four emphasizes the creation of a more sustainable and effective relationship with our customers, grounded in accountability, engagement, and trust. This comprehensive approach aims to ensure that our interactions with the community are not only meaningful but also allow for greater transparency in decision-making processes.

To achieve this, we will review our current practices in consultation and engagement, focusing on collecting insightful data that accurately reflects the needs of our diverse customer base. We recognise that our community comprises individuals with varying preferences for engagement, and it is crucial that we employ a broad mix of consultation strategies. This will enable us to gather valuable information regarding customer needs, preferences, and satisfaction levels concerning council services. By harnessing the insights gained through these efforts, we can better tailor our services to meet the expectations of those we serve.

The CLI programme stands out as a high-quality engagement tool that delivers robust qualitative data essential for enhancing service delivery. Its detailed inspection processes demand significant effort and collaboration, and as such, it is vital that we focus this initiative on areas with high levels of customer interaction and those that align with our council's priorities. By targeting key services, the CLI programme will facilitate constructive feedback and improvement strategies, ultimately promoting a more responsive and efficient council.

As we prepare for the launch of this revitalised programme, we invite community members to take an active role in shaping the services they rely on. Together, we can foster a culture of collaboration that empowers citizens and strengthens the relationship between the council and the communities we serve. We look forward to working alongside you - our engaged citizens - as we set forth on this journey to improve our council services for the benefit of all.