Presentation by Siobhan O’Kane River Clyde Homes

Slides:



Advertisements
Similar presentations
What is a School Sport Organising Committee (SSOC)?
Advertisements

Because youre worth it! VALUE FOR MONEY David Lloyd.
Halton Housing Trust Customer Scrutiny Panel An introduction to our Service Reviews.
Reviewing your Resident Engagement Strategy 14 th September 2012 Scrutiny.net Yvonne Davies Director, Scrutiny & Empowerment Partners Ltd.
The Tricks of the Trade Yvonne Davies. Times are changing Tenant services authority (TSA) emphasis on financial regulation & governance TSA to become.
Customer Scrutiny 15 th July 2011 Jane Taylor - Customer Inspector Val Bagnall - Executive Director Being a Great landlord.
Resident Engagement – feedback from first stage and strategic level proposals 2 nd stage consultation events March 2012.
AmicusHorizon Making homes, helping people AmicusHorizon Using governance to deliver successful scrutiny
Copyright © Spectrum Housing Group Ltd Spectrum Residents’ Scrutiny Group Partnerships Work! 10 July 2014.
You’re never too old!.  Newydd’s Community Partnership Officer  Worked for Newydd for 17 years – yikes!  Previously a Housing Officer & Lettings Officer.
TPAS Accreditation Colin Cassie
Local tenant panels - the National Tenant Organisation project TAROE conference Walsall - 26 th October 2011.
Co-regulation & Special Interest Groups Joanne Tilley, Executive Director Business Support.
Kate Newbolt - TPAS Consultancy Manager Central Emma Wallington - TPAS Consultancy Manager South.
Stepping Up to Scrutiny – in practice
A new approach to resident involvement? Innovation Group presentation to City Assembly.
OUTLINE BUSINESS PLAN ANNEX A to GOVERNANCE FRAMEWORK March 2009 CHANGE TO GHA COMMITTEES SEPTEMBER 2006.
Salix Homes Customer Senate Margaret Connor Customer Involvement and Service Manager.
On the web Follow us on On the web Follow us on Tenants at the heart of regulation.
Chairs’ Briefing Summer 2015 Transition. Agenda 1.An update on national changes and expectations for governance 2.The new Headteacher Standards and future.
Session 1: Getting started on the PSQM Journey.
A SOLID FINISH District 42 All Leader Call Lorraine Wheatley, ACB ALB.
The Role & Purpose of the Customer Senate Jerry Coulton - Senator.
Tenant Scrutiny in Croydon Marilyn Smithies & Michael Hewlett, Tenant Scrutiny Steering Group Chris Stock, Head of Performance, Croydon Council.
New Charter Homes Tenant Management Team Co-regulatory Champions.
TPAS Annual Conference 2014 Registered Tenant Organisations What are they & what they’re not?! Ann Marie Stanley Tenant Priorities Team.
The principles and practice of customer involvement in scrutiny Learning together partnership 14 th September 2011 Yvonne Davies Scrutiny and Empowerment.
Welcome to 2014 Annual General Meeting 13 November 2014.
Scrutiny & Empowerment Partners in partnership with the NHC 11 th July 2011 Yvonne Davies Director.
THE ADVISORY AND SCRUTINY PANEL (ASP) Jean Robinson Chair person, ASP Mark Armstrong Head of Policy & Strategy, WPH.
A New Direction for Service User Involvement in the SP Programme Facilitators: Clare Davies East Midlands Housing LIN 31 st March 08 David Warnock SW Housing.
Welcome to Newcastle City Learning. About the course… Aims of the course Level Length Attendance Demands Assessment and Progression Costs.
Scrutiny Workshop 6 Effective Tenant Scrutiny Conference: 15 th July 2011.
Introduction in to Social Accounting & Audit Building Confident Communities, in Partnership Louise Robson Customer Focus Service Manager 1.
Social Value: The Social Value in Health and Care programme in Salford.
Advocacy Policy Walsingham Support believes that the people we support should be able to express their views as clearly and honestly as they wish to. Some.
Working Together For Better Services
School Community Council Roles and Responsibilities
Information Meeting: Tenants First Resident Advisory Panel
Do you want to be involved?
Consultation: Your Say ….
Community Development Advisory Group
Scrutiny Net Presentation Tenant and Customer Engagement in Plus Dane
Changes to the Charter Free information events
Managing Players and Relationships
Leeds City Council.
Developing a new City Partnership Partnership Executive
CARE INSPECTORATE JANET HENDERSON
Youth Engagement and Participation
Governance: connecting, collaborating & creating
Age Friendly Communities
Youth Mentoring Conference NZ
“Perform when it counts”
Improving lives Incommunities
Model T(eamwork) in The Aid Office
Joint inspections and co-operation in Scotland
Customising Your Club Meeting
“Count Me In” ! Mobilising Customers Kevin Scarlett 12th June 2013 ,
Strengthening Tenant Scrutiny 11 March 2011
The Tricks of the Trade Yvonne Davies.
Governing Body Self- Assessment Ruth Agnew
About MusicNet East A project run by Funded by
Mike Dailly SHR Board member
Developing Strong and Effective College Student Associations
Customer satisfaction “views taken into account and acted on”
Janet Scott 15th November 2017.
NHFT Patient & Public Involvement Strategy 2019/2022
WLEP Mid-Year Review – 2019/20
Together with Tenants 2 April 2019
Think Active Board Induction 2018
Presentation transcript:

Presentation by Siobhan O’Kane River Clyde Homes Introducing Customer Scrutiny Presentation by Siobhan O’Kane River Clyde Homes

What is Customer Scrutiny Intro slide Text A mechanism to hold their landlords to account for the delivery of services. Should be customer led and independent Conclusions and recommendations should be reached based on freely available information Equality and access for all customers Partnership Intro slide Text Second level text

Where has customer scrutiny come from? Intro slide Text The Housing (Scotland) Act created 2 new fundamental principles: Scottish Social Housing Charter (SSHC) Scottish Housing Regulator Intro slide Text Second level text

River Clyde Homes and Customer Scrutiny Intro slide Text At River Clyde Homes we want to implement customer scrutiny because best practice tells us it can lead to: A different relationship with our customers Improved performance and service quality A cultural change within the organisation where an ethos of “customer first and performance driven” is promoted Intro slide Text Second level text

Examples of best practice: South Oxford Housing Association (SOHA) Fairly advanced customer scrutiny and co-regulation programme Scrutiny Group, Tenant Inspectors, Mystery Shoppers, Neighbourhood Friends, Connect Club, The News Team, Readers Group etc. Is it making a difference? Tenant Empowerment Partnership – gold standard award National Federation of Tenant Management Organisations for the way residents are involved in their annual report Accreditation from the National Tenants Organisation SOHA’s Housing Impact Report for resident involvement for financial year 2011-2012 – published on the website. Intro slide Text Second level text

Examples of best practice: Newydd Housing Association Intro slide Text Some of the customer involvement programmes are the same as SOHA BUT – there are a few differences: Scrutiny Panel, Task and Finish Groups, Tenant Powered Performance, Newydd Youth Challenge Is it making a difference: Won a national award recognising its excellence as a landlord – this was the Roy Parry Landlord Excellence category at the annual TPAS Cymru Participation Awards. John Phillips, Newydd Tenant and Chair of Newydd’s community Panel states: “It is fitting that, as an organisation well known for tenant engagement , we won this award from a national tenants organisation. Newydd tenants and staff work hard in an open and honest culture to ensure that they work in partnership. In every aspect of the organisation’s activities from building homes to editing the tenants magazine, we put tenants first.” Intro slide Text Second level text

What have River Clyde Homes done… Intro slide Text March 2013 – ‘Count Me In Event’ – the idea of the Customer Scrutiny Group was put to the customers. Feedback from customers was that this was definitely something they would be interested in. Count Me In Working Group was established to take this forward. Intro slide Text Second level text

Count Me In Working Group Intro slide Text Meeting was on 28th May 2013 Arranged for TIS and TPAS to attend that meeting and give presentations. The group then selected their preferred support organisation. ‘5 Steps to Excellence’ programme announced. Intro slide Text Second level text

5 Steps to Excellence Intro slide Text Consider examples of scrutiny and how the group would like River Clyde Homes to approach customer scrutiny and involvement Intro slide Text Second level text

5 Steps to Excellence Intro slide Text Elaborating on the details and wider arrangements Look at the customer involvement methods used by other associations Intro slide Text Second level text

5 Steps to Excellence Intro slide Text Finalise arrangements for customer involvement in relation to the Scrutiny Panel Terms of Reference Code of Conduct Membership Appointment Intro slide Text Second level text

5 Steps to Excellence Intro slide Text Step 3 – Continued Terms of Reference Need to take account of the aims and objectives of the panel Who are the members and how are they recruited and appointed Operational issues How the tenant panel is accountable What safeguards are in place The relationship with the landlord and the governing body Reference to the Code of Conduct Intro slide Text Second level text

5 Steps to Excellence Intro slide Text Step 3 - Continued Code of Conduct: Equality and Diversity Commitment and conduct at meetings Declarations of Interest Confidentiality Gifts and hospitality Role and responsibilities Conflict of Interest Breaches of the Code How decisions are reached Intro slide Text Second level text

5 Steps to Excellence Intro slide Text Step 3 - Continued Membership Appointment will be designed by the group but it may be that they opt to: Ask each customer interested to submit an application form Person Specification Preferred applicants will be invited for interview Independent interview panel Intro slide Text Second level text

5 Steps to Excellence Intro slide Text Finalise arrangements for customer involvement in relation to the other panels: Terms of Reference Code of Conduct Membership Appointment Intro slide Text Second level text

5 Steps to Excellence Intro slide Text How to get customers involved: Customer incentives Customer training Staff training Intro slide Text Second level text

Link to Governance Structure Intro slide Text Co-regulation can be unsettling for the Board Have to involve them from the outset The River Clyde Homes Board have: Looked at how we can improve performance, how we can improve the relationship with customers and how we can change the culture at River Clyde Homes – best way of doing this is to support and promote co-regulation. Governance improvement working group set up – what effect co-regulation will have on governance procedures and the constitution. Intro slide Text Second level text

About Me… Intro slide Text No prior experience of customer scrutiny and co-regulation. Customers are saying that they are frustrated but they want to make a difference. Visit to centre of best practice – Salix Homes CHALLENGE – it is going to open up from an officer perspective, the things I do and the decisions I make to much more detailed scrutiny by customers. BUT – I am looking forward to having a partnership with our customers Intro slide Text Second level text

Finally… Intro slide Text The method of customer involvement is not set in stone. It is something that will continue to evolve until it works for your organisation. For this to work it has to be endorsed by everyone in the organisation and especially senior staff members. It is hugely important that the Chief Exec and leading staff are behind this. Intro slide Text Second level text