SHIP conference Inspection as a tool for improving services for residents in supported housing and customers of support services Ellis Blackmore

Aims of inspection Improving outcomes for new and existing residents, and customers of support/care services Involving residents and customers in business improvement Ensuring that services are tailored to the diversity of residents and customers Providing value for money for the resident/customer and the public purse

Key issues for Development of Tenants Service Authority – focus on residents Co-regulation, domain regulation Standards of excellence for residents of supported housing Preparation for short notice inspections, and area/service inspections Challenging targets for improvement and performance management Introduction of Community Area Assessments Complexity of inspection regimes – TSA, AC, Supporting People, care, training, etc

Changing approaches to housing inspection Outcomes for residents Regulatory commissioning – risk assessment – supported housing on the margins Integrated regulatory PIs TSA standards – different focus, same services Role of boards and residents in day to day scrutiny and inspection – performance management Increased local authority scrutiny – option appraisals, decommissioning, stock rationalisation

Key services for supported housing regulation (TSA) and inspection (AC) Partnerships – managing agents, local authorities Access and customer care Stock reinvestment and asset management – Decent Homes, cyclical and response repairs, void repairs, aids and adaptations, gas servicing Estate management and anti-social behaviour Lettings and allocations Housing income management – rents, support payments, service charges

Learning from supported housing inspection Challenges for resident engagement – models for involvement and feedback – outcomes for diverse ranges of residents and customers Cross over with LA Supporting People funding assessments Provision of care and its inspection – Baby P Links with general needs services – maintenance and repairs Appropriate measures of success – PIs, feedback Understanding of lettings – referrals, turnover and move on Diversity challenges Value for money assessment

Priorities for the future Self assessment and performance management Improvement planning and delivery – engagement with and outcomes for residents and customers Benchmarking and challenging targets for improvement Changing role of board and residents – internal inspection, management contracts Local authority scrutiny Changing government agendas on diversity and equality – employment opportunities, training and social mobility

Thank you Any questions? For further information contact: Anna Pattison – HQN Consultancy Manager T: E: