AmicusHorizon Making homes, helping people AmicusHorizon Using governance to deliver successful scrutiny AmicusHorizon Making homes, helping people

AmicusHorizon Making homes, helping people Who are we ? Beth Williams Chair of Residents’ Council Alison Wignall Head of Governance Jo Robinson Director of Co-regulation AmicusHorizon Making homes, helping people

AmicusHorizon How can residents scrutinise using governance structures and processes? We will look at: Scrutiny at local and corporate levels Using a range of scrutiny methods Influencing decision making and forming good working relationships with the Board This is an interactive workshop! 30 minutes presentation and then group work…

AmicusHorizon: The Story Making homes, helping people AmicusHorizon Housing Association landlord in South East England and London 29,000 homes and turnover of £155m a year Supervision TSA co-regulatory champion 2010 Awards – Sunday Times top 100, TPAS, best call centre, Housing Excellence Resident satisfaction March 2009 = 48% Resident satisfaction March 2013 = 95.3% Scrutiny in partnership

QUESTION: What does Governance mean to you? Making homes, helping people AmicusHorizon

For us it’s the: 1.Structures 2.Processes 3.People 4.Law Regulation - Homes & Communities Agency Co-Regulation Making homes, helping people AmicusHorizon What does Governance mean to us…

Making homes, helping people AmicusHorizon Our Governance Structure

QUESTION: How do you scrutinise? Making homes, helping people AmicusHorizon

Making homes, helping people AmicusHorizon

AmicusHorizon Making homes, helping people AmicusHorizon Making homes, helping people Always resident led, supported by dedicated staff Two methods – regular performance / strategy scrutiny plus scrutiny projects Performance and strategy scrutiny: o Clear Terms of Reference gives power to scrutinise o Local via Area Panels and RAMPS (Repairs & Maintenance Panel) o Corporate via Residents’ Council o Residents’ Council Task Groups Scrutiny at all levels: what we do and how we do it?

AmicusHorizon Making homes, helping people AmicusHorizon Making homes, helping people Scrutiny projects New process and framework March 2013 Can be used at local or corporate level and on any part of the business. Commissioned by Residents’ Council, Area Panel, RAMP or a combination Resident led. Flexible. Supported by staff Emphasis on deliverable outcomes Training

AmicusHorizon Making homes, helping people AmicusHorizon Making homes, helping people Other scrutiny methods Mystery shopping Resident Champions and Monitors Local Offers and Area Plans Area Panel task groups Meaningful consultation

AmicusHorizon Making homes, helping people AmicusHorizon Making homes, helping people What makes it work? Attitudes of all involved One team ethos. Genuine, positive challenge Dedicated support from Governance team Tackling problems early and consistently Honesty and transparency

AmicusHorizon Making homes, helping people AmicusHorizon Making homes, helping people Mechanics: Joint meetings and social events, attend the other’s meetings Joint projects Using governance process to influence: standing orders, operating regulations, decision making processes Have a formal role for resident scrutiny Relationships: Essential to build with Board. Board have ultimate legal responsibility Demonstrate the value Resident influence and scrutiny add – its all about outcomes Influencing the Board: the key relationship

AmicusHorizon Making homes, helping people AmicusHorizon Making homes, helping people Lessons we’ve learnt Governance structures and process are important but relationships across the governance structure are more important Can be tough for residents and staff at the start – changed attitudes Realistic budgets and resources

AmicusHorizon Making homes, helping people AmicusHorizon Making homes, helping people Conclusions Scrutiny is good for improving services. So its good for residents and good for business For AmicusHorizon Resident satisfaction March 2013 = 95% But how can we all take scrutiny to the next level – what can we learn from each other? Group work for 30 minutes: and then feed back

AmicusHorizon Making homes, helping people AmicusHorizon Making homes, helping people Group work for 30 mins then feedback On your tables discuss and agree: 1.What scrutiny method gets the best outcomes for everyone? 2.What are your top 5 scrutiny tips? 3.Is there potential for residents of one landlord to scrutinise another landlord ? 4.What lessons have you and / or your landlord learnt from scrutiny so far?

AmicusHorizon Making homes, helping people AmicusHorizon Making homes, helping people Feedback: 15 minutes

AmicusHorizon Making homes, helping people AmicusHorizon Making homes, helping people Thank you from: Beth Williams Alison Wignall Jo Robinson AmicusHorizon – one team for the benefit of our residents BYE