Citizen Led Inspection (CLI)

The Citizen Led Inspection (CLI) programme is an important part of West Lothian Council's commitment to improving customer experience and strengthening customer engagement. Supporting the ambitions of the Customer Strategy 2023-2028, the programme provides residents with a meaningful opportunity to contribute to the review and improvement of council services.

The programme enables trained community volunteers to act as Citizen Led Inspectors, gathering feedback and assessing services from a customer perspective. This independent insight helps the council better understand customers' experiences, identify areas for improvement, and recognise good practice across services.

Citizen Led Inspection supports the council's commitment to building positive and sustainable relationships with customers based on engagement, accountability, and trust. The feedback gathered through inspections provides valuable qualitative information that helps services understand what matters most to customers and how services can better meet their needs and expectations.

As inspections require significant collaboration and input from both inspectors and service areas, the programme focuses on services with high levels of customer interaction and those that support the council's strategic priorities. This ensures that inspections deliver meaningful outcomes and contribute to continuous improvement across the organisation.

The success of the programme relies on the involvement of local residents who are willing to share their time, experience, and perspectives. By working together, we can ensure that customer voices continue to influence service delivery and help shape high-quality, responsive services for the communities of West Lothian.

The Citizen Led Inspection (CLI) programme was established in 2011 to engage local residents in evaluating council services and helping to drive service improvement. Through fourteen inspections completed by April 2019, community volunteers acted as lay inspectors, providing valuable customer insight and independent feedback on service performance. The programme became a well-established and effective approach to customer engagement, helping services better understand customer experiences and identify opportunities for improvement.

Following its suspension in 2020 due to the COVID-19 pandemic, the programme was successfully relaunched during 2024/25 as part of the council's commitment to strengthening customer engagement and delivering the ambitions of the Customer Strategy 2023-2028. The refreshed programme re-established opportunities for residents to play an active role in reviewing services, influencing improvements, and ensuring that the customer perspective remains at the heart of service delivery.

As the programme continues into 2026 and beyond, Citizen Led Inspection remains an important mechanism for gathering customer insight, promoting continuous improvement, and supporting the council's commitment to designing and delivering services that reflect the needs and expectations of our communities.

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.

Before applying, we encourage you to find out more about the role and what participation involves.

The CLI Inspector Specification and Frequently Asked Questions provide further information about the Citizen Led Inspection programme, the responsibilities of Citizen Inspectors, and the skills and qualities we are looking for.

• CLI Inspector Specification (PDF, 101 KB)(opens new window)
• CLI FAQ (PDF, 173 KB)(opens new window)

If you have any questions or would like to discuss the programme in more detail, please contact us at citizenled@westlothian.gov.uk.

We would be happy to arrange a telephone or online discussion.

Step 1 - Apply

Complete the online application form Citizen Led Inspection - Inspector Application Form (opens new window) and tell us a little about yourself, your interests, and why you would like to be involved in the Citizen Led Inspection programme.

Step 2 - Application Review

We will acknowledge receipt of your application. Once sufficient applications have been received, all applications will be reviewed against the requirements of the inspection.

Step 3 - Outcome

All applicants will be informed of the outcome of the recruitment process. Successful applicants will be invited to join the programme and provided with information on the next stages of the inspection process.

Step 4 - Introduction to the Programme

Successful applicants will be invited to attend an introductory session where they will learn more about the Citizen Led Inspection programme, the inspection process, and the role of a Citizen Led Inspector. The session will provide an opportunity to ask questions and gain a better understanding of what participation involves before confirming their involvement.