1. Roy McNally Development Manager Foundations
Quality Assurance in the HIA Sector Care & Repair Scotland Conference 2016
Roy McNally
Development Manager
Foundations

2. Who am I? Roy McNally – Development Manager for North of England
Foundations
@McNallyRoy

3. Foundations
The National Body for Home Improvement Agencies & Handyperson Services (in England)
Commissioned by DCLG
Remit now includes consultancy on DFG process including non-HIA processing bodies

4. HIA Coverage in England
80%

5. Foundations Develop the sector – increase HIA coverage
Promote best practice
Leverage money into the sector (via FILT)
Quality Assurance

6. Quality Assurance TrustMark (contractor-side)
Quality Mark (Agency-side)

7. Quality Mark – A Developing Framework
Quality Mark Assessment frameworks for….
Home Improvement Agencies
Standalone Handyperson services
Scottish Quality Mark
Developments
SP QAF Passport
Consumer Rights Act 2015 / EU Directive on ADR
Embedded Advice Quality Standard (in process)

8. ….In 2015 new Consumer Rights legislation was be introduced which will place greater responsibilities on contractors and those managing them….

9. ….And EU directives on Alternative Dispute Resolution will highlight those organisations not offering a proper route of external arbitration….

10. Care & Repair Scotland HIA Quality Mark
Why Foundations?
Quality Mark already in existence (15 years)
Developed in partnership with Care & Repair Scotland
Employed consultant to study and map synergies and differences in Scottish HIA commissioning and operational models to produce a Quality Framework appropriate to the Scottish experience
Foundations have no existing relationship with Scottish HIAs so provides valuable ‘distance’ to provide impartial assessment.

11. Why should you do it?
Provide reassurance to commissioners and customers
To attract additional funding
To give you a competitive edge
To comply with government / C&R Scotland strategic direction
To develop better HIA services
To improve quality

12. Convergence of Health & Care
BCF in England
Health & Social Care Integration act – enacted in Scotland on 1st April

13. So what’s it like to do it?
As easy as 1, 2, 3
Stage 1. Complete a self-assessment template, and provide evidence
Policy and procedure based
Example Clause: “The agency has a document which describes its services, eligibility, charges and how to access the service”
Example Clause: “The agency has a lone-working policy”

15. So what’s it like to do?
Stage 2: Foundations development consultant (me) analyses the evidence and checks that it meets the requirements of the clause.
Foundations then provides a narrative of the analysis findings to Care & Repair Scotland. Objectives and clauses are traffic-lighted, and possible areas to address indicated.
We go through the information in detail, typically takes a week of consultant time.

16. So what’s it like to do? Stage 3: Assessment visit
Care & Repair Scotland visit the agency using the analysis template to inform their visit.
Interviews with staff are conducted to test awareness of policies and procedures.
Development points raised with manager
If all well, award is made – Valid for 3 years

17. But what if you fail? Simple Answer – You won’t.
We/Care & Repair Scotland will work with you to develop your policies/procedures to get them into a pass position.
In reality, there should be no real reason why any HIA in Scotland should find Quality Mark onerous.
HIAs are by their very nature, very safe organisations.

18. Confidentiality We do not store your information
We do not share information other than with Care & Repair Scotland

19. A positive Experience

20. Contact Me email telephone twitter
Contact Me
telephone
twitter