Independent Complaints Panel TPAS Conference

ICP background: Localism Act 2011 Operating from April 2013 Introduces a local democratic filter before a referral can be made to the Ombudsman This local democratic filter is by means of a ‘designated person’.

ICP background: Localism Act 2011 The designated person may be: A local MP A local authority A designated tenants panel

Why a tenants panel? Uncertainty as to the willingness, competence and capacity of MPs and LAs to deal effectively with our complaints Tenants likely to have a better insight into the problems that can arise between Landlord and Tenant Peer adjudication

Old complaints procedure Complaint Housing Association Housing Ombudsman

New complaints procedure Complaint Housing Association Designated Person Housing Ombudsman

Peer group evaluation of complaint – gives a tenant’s perspective Empowers tenants/builds capacity May lead to a more common sense approach to complaint resolution Economy of scale across 3 landlords Better than LA or MP involvement! Motivation to establish an ICP

How it works 6 panel members (2 from each landlord) TPAS support and mentoring for 12 months Aim to facilitate the resolution of the complaint by achieving consensus between the customer and landlord

How it works Possible ICP outcomes to individual complaints: agree a resolution with complainant, put this to landlord, landlords agrees as above but landlord does not agree refer to Ombudsman can’t resolve complaint to satisfaction of complainant refer to Ombudsman 8 weeks to resolve before complainant has an automatic right to go to Ombudsman

Partner profiles Derwent Living took the lead in seeking partners Tuntum and Gedling Homes responded Good partnership as each brings a different profile

Formed in 1964 Based in Derby with properties across the Midlands, South Yorkshire and London Affordable housing is core purpose 8,000 homes plus 7,000 commercial Affordable homes to rent or part-buy, part- rent Retirement Living Derwent Living

577 complaints last year 86% Maintenance related 4 % ASB 10% Other Complaints

Founded ,300 general family housing 112 units of supported/sheltered housing Stock in Nottingham, Leicester and Derby. BME focussed Tuntum Housing

Aged 29 Female Dual heritage Single parent with 1.8 children In part time work On welfare benefits Lives in a 2 bed house Typical tenant

Around 60 per year or a complaint : tenant ratio of 1:21 –60% Maintenance related –20% ASB –20% Other Complaints

Gedling Homes Founded 2008 stock transfer from Gedling Borough Council 3352 properties 1/3 properties supported/sheltered housing Stock in eastern suburbs of Nottingham and outlying areas

Retirement Age White British On welfare benefits Lives in a sheltered scheme Typical tenant

93 complaints received in : tenant ratio of 1:36 72% Maintenance related 13% Housing Services 15% other Complaints

Advertising campaign & marketing Develop a brand Use of language important Focus on positive role of ICP

Recruitment and induction Application process with role specification Joint assessment day Independent assessors involved as well as landlords Scoring matrix to ensure transparent process Blend of skills and experience

Building a cohesive team Getting to know each other The Theory of team cohesion –Forming, Storming, Norming, Performing Key areas to focus on: –Clarity –Responsibility –Leadership –Feedback –Diversity

Team Building Exercises

ICP identity Contributed to the brand/identity of the panel Sense of ownership Terms of reference Role descriptions

Skills Analysis Role description was already created –Skills and abilities –Personal Qualities –Knowledge and Experience “Critical Friend Role” Training Needs Assessment Learning Style Questionnaire

Training the team Real Life Case Studies –What policies, procedures and service standards do you need? –What questions will you ask the landlord and tenant? Equality and Diversity

How do we make the partnership work Agreement How it works in practice Contact with the landlords Working with different complaints policies

ICP standards framework

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