Working Together For Better Services

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Presentation transcript:

Working Together For Better Services Carol Hannaford Development Officer & Pearl Smart Housing Volunteer

So Today How tenants and other customers are involved in tenant scrutiny and on meeting the Charter. The Key things that have worked well and some of the challenges. The Impact this work has had on achieving change for the Council, communities and individuals The lessons learnt on this journey & the key opportunities ahead

How Tenants and Residents are involved in Scrutiny & meeting the Charter Umbrella Group – Housing Service Review Group Sub Group - Housing Performance and Budget Group

The Successes Buy in from the top and our services Reviews seen as positive in the organisation Recommendations of the Group built into service plans – 2 way process Services communicate with each other more “What would make you come through the door” Reviews promoted by Group all over Scotland

The Challenges Getting Staff at all levels to see the benefits Working Together – the good and the not so Maintaining the enthusiasm & commitment Getting more tenants involved

The Impact Relationship with the Council – not just the Housing Service More Customer focussed services More consistency in services Staff Training improved – Induction Communication improved Recognition for the Council and the Group Other Landlords

Lessons Learnt Planning is crucial Group dynamics Things happen Too many reviewers! Keep evolving Design of Report Launch of Report

Key Opportunities ahead To continue Working Together Continue on going recruitment Email report to 6,000 tenants NETRALT – North East Tenants Residents and Landlords Together To learn from the mistakes made – move on and celebrate all the successes!