1. Co-Regulatory Champions AmicusHorizon James Turner Residents’ Council Chair David Newsome Resident Empowerment Manager

2. Scrutiny in Action: The Resident Governance Structure
The formal way of doing scrutiny -
Independent Panel of Residents, working with staff
Evidence Based Scrutiny
Formal Recommendations to the Board and Residents’ Council

3. A Different Approach… Complaints performance in 2009/10 was:
 Customer satisfaction was 57%
90% of complaints responded to
within 10 days
120 New complaints every month

4. A Different Approach…
Complaints improvements include:
 Customer satisfaction up to 100% (March 2011).
Quicker complaints response: 100% in March 2011.
In the latest five months, we have fully responded to 100% of complaints within target
New complaints reduced to fewer than 40 per month.
This was achieved through staff and residents working together to shape and improve

6. Looking at your structure and seeing where scrutiny can fit in….

7. Residents are not from
outer space !!