Tenant Participation Manager North Ayrshire Council Tracey Wilson Tenant Participation Manager & Dionne McShane Tenant Inspector 12 October 2016

Session will include Key benefits of scrutiny approved Our approach - Routes to Involvement Key messages & lessons learned

Background North Ayrshire is on the West coast and is one of the most striking, scenically rich parts of Scotland Population 139,000 60,000 households 13,046 Council tenancies Housing area covers 340 square miles Towns include: Irvine, Kilwinning, Largs, Kilbirnie, Ardrossan, Saltcoats, Stevenston, Dalry

Key benefits of scrutiny approved North Ayrshire Council Received Gold level TPAS reaccreditation Nov 2015, next logical step! Realisation of where we are in the scrutiny journey (organisational health check) Scrutiny is embedded across the service Sector leaders Highlighted as a housing key achievement at recent staff conference

Key benefits of scrutiny approved North Ayrshire Council Tenants Gives scrutiny panel and other groups recognition of their hard work Recognises partnership working being done between tenants and staff Other services within the Council are embracing scrutiny

NAC want Customers To Have influence Be informed Be involved and included So that they can Inspire others Help continually improve service delivery Meaningful involvement

Key highlights 7 Key themes in self assessment Customers are at the heart of organisation Scrutiny is influencing business planning and embedded across the Service Tenants feel supported, have developed skills to review housing & related services Toolkit and framework are excellent tools Issue valuable tenant approved information Route to involvement excellent business model

Working Together to Develop Stronger Communities North Ayrshire Inspection Panel Tenants involved at a strategic level – 5 service improvement groups (under 500 hours per year in total) Estate Based Projects – participatory budgeting North Ayrshire Network – strategic body covering 9 RTO’s Interested Tenant/Resident/Applicant Registers (1000 +)

Key messages/ lessons learned Accreditation – Spend time wisely submitting a comprehensive self assessment Have a scrutiny structure /framework Train your tenants/customers Be honest

Key messages……….. Scrutiny should be core Offer choice for involvement Resources Get new people New ideas – give it a go! Share your experiences

NAC journey is successful because: They listen to their customers Work in partnership with customers Build relationships that last Provide good information, training & support Offer choice of involvement opportunities Have a dedicated TP Team and budget Which helps them provide an excellent housing service

Thank you for your time and listening – Contact details Tracey Wilson traceywilson@north-ayrshire.gov.uk Tel 01294 324870 www.facebook.com/nachousingservices