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

2. 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

3. Key issues for 2009-2010 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

4. 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

5. 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

6. 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

7. 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

8. Thank you Any questions? For further information contact: Anna Pattison – HQN Consultancy Manager T: 0845 4747 004 E: anna@hqnetwork.co.uk