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

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

3. 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

4. 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

5. 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

6. 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

7. 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

9. 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 +)

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

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

12. 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

13. Thank you for your time and listening –
Contact details
Tracey Wilson
Tel