1. Lesley Barnard Tenant Standards Manager Tenants and landlords at the heart of change Presentation to Councils with ALMOs Group - March 2010

2. Who are the TSA? We are the regulator of social housing in England We want to make things better for some eight million social housing tenants 16th March 2010 saw the publication of “The regulatory framework for social housing in England from April 2010”

3. Our relationship with local authorities Focusing on stock holding local authorities All applicable local authority providers are registered from the 1 st April without the need to apply. ALMOs that do not own stock will not be registered under the 2008 Act and hence will not be the legal entity responsible for meeting the standards (it will apply to the sponsoring local authority) Local authority engagement strategy TSA relationship between the LA and ALMO

4. National Conversation:  Views of 27,000 tenants gathered Discussion Document  325 written responses  399 responses from local conversations Statutory Consultation  We received 491 formal responses to the consultation  Responses came from across the sector – including large and small RSLs, tenants and local authorities  Overall, positive endorsement for the standards – especially for co-regulation and for being outcome focused Developing the Framework

5. CO REGULATION LESS RED TAPE! LANDLORDS EXPECTED TO MAKE THEMSELVES MORE ACCOUNTABLE & TO WORK MORE CLOSELY WITH THEIR TENANTS Direct Regulation Self Regulation

6. Building blocks for regulatory framework

7. The TSA Standards Standard Containing requirements relating to: 1.Tenant Involvement and Empowerment Customer service, choice and complaints Involvement and empowerment Understanding and responding to diverse needs of tenants 2. Home Repairs and Maintenance Quality of Accommodation 3. Tenancy Agreement Allocations Rent Tenure 4. Neighbourhood and Community Anti-Social Behaviour Neighbourhood Management Local Area Cooperation 5. Value for Money Value for Money 6. Governance and Financial Viability Governance Financial Viability

8. The Neighbourhood and Community Standard Neighbourhood Management Required outcomes: Registered providers shall keep the neighbourhood and communal areas associated with the homes that they own clean and safe. They shall work in partnership with their tenants and other providers and public bodies where it is effective to do so. Specific expectations: 1.1 Registered providers shall consult with tenants in developing a published policy for maintaining and improving the neighbourhoods associated with their homes. This applies where the registered provider has a responsibility (either exclusively or in part) for the condition of that neighbourhood. The policy shall include any communal areas associated with the registered provider’s homes.

9. The Neighbourhood and Community Standard Local Area Co-operation Required outcomes: Registered providers shall co-operate with relevant partners to help promote social, environmental and economic wellbeing in the areas where they own properties. Specific expectations: 2.1 Registered providers, having taken account of their presence and impact within the areas where they own properties, shall: identify and publish the roles they are able to play within the areas where they have properties co-operate with Local Strategic Partnerships and strategic housing functions of local authorities where they are able to assist them in achieving their objectives

10. The Neighbourhood and Community Standard Anti-social Behaviour Required outcomes: Registered providers shall work in partnership with other public agencies to prevent and tackle anti-social behaviour in the neighbourhoods where they own homes. Specific expectations: 3.1 Registered providers shall publish a policy on how they work with relevant partners to prevent and tackle anti- social behaviour (ASB) in areas where they own properties. Continued on next slide…..

11. The Neighbourhood and Community Standard Anti-social Behaviour cont… 3.2 In their work to prevent and address ASB, registered providers shall demonstrate: that tenants are made aware of their responsibilities and rights in relation to ASB strong leadership, commitment and accountability on preventing and tackling ASB that reflects a shared understanding of responsibilities with other local agencies a strong focus exists on preventative measures tailored towards the needs of tenants and their families prompt, appropriate and decisive action is taken to deal with ASB before it escalates, which focuses on resolving the problem having regard to the full range of tools and legal powers available all tenants and residents can easily report ASB, are kept informed about the status of their case where responsibility rests with the organisation and are appropriately signposted where it does not provision of support to victims and witnesses

12. The Neighbourhood and Community Standard For each of the required outcomes: Registered providers shall set out in an annual report for tenants how they are meeting these obligations and how they intend to meet them in the future. The provider shall then meet the commitments it has made to its tenants.

13. Local Offers – Extract from Tenant Involvement & Empowerment Standard Required Outcome: Registered providers shall support co-regulation with their tenants by: consulting with their tenants and acting reasonably in providing them with opportunities to agree local offers for service delivery Specific Expectation: 2.1 Registered providers shall consult with tenants on the desirability and scope of local offers in relation to services to meet the following TSA standards: Tenant Involvement and Empowerment, Home and Neighbourhood and Community. In providing opportunities for tenants to agree local offers by no later than 1 April 2011 they shall offer commitments on: local standards for performance how performance will be monitored, reported to and scrutinised by tenants what happens if local offers are not met (including procedures of redress) arrangements for reviewing the local offers on a periodic basis

14. Local Offers Central to co-regulatory philosophy Meaningful engagement with tenants 39 local standards pilots – evaluation in May 2010 No prescription around ‘local’ Publish plans no later than October 2010 for how deliver local standards will be delivered Local offers for service delivery in place by April 2011

15. What is local? Geographic place – all or most providers sign up to deliver common standards, e.g. Halton, Bristol, Harvest Standard set in one organisation – 19 pilots are developing local standards that apply just to their organisation Standards for a specific group of tenants – for example older tenants at Your Homes Newcastle, Endeavour Standard for a specific category of provider – standard for governance of co-ops CCH

16. Local offers – issues to consider How will you agree local offers; what do you think “local” is? How will you design and monitor your local offers? How will you report on local offers? How can tenants have a full role in monitoring local offers? How much can you achieve in a short space of time? How much of this are you already doing? Is your organisational culture right?

17.  TSA Regulatory Framework including the TSA Standards published 16 th March  From 1 April 2010, we will regulate landlords' performance against the national standards  By 1 st October 2010 all providers to publish report for tenants setting out:  How already meet or plan to meet the TSA Standards  Gaps and improvements planned  how they will assure or measure compliance with the standards in future  Plans for developing local offers  By April 2011, landlords should also have local offers of service delivery in place for some areas of work What happens next?

18. Commissioning Inspections - Risk based approach Where we believe a provider is failing to meet one or more of the standards Engagement with provider as part of normal course of regulatory activity Audit Commission SN or Full Inspection TSA Continue to monitor performance/ improvement

19. Overview of Inspection Process Carry out inspecti on Post Inspectio n Follow Up Scope & commission inspection Explain to provider reasons for inspection ‘gate keeping’ of LA inspections

20. TSA/AC Review of Inspection and Key Lines of Enquiry Ensuring inspection methodology consistent with new regulatory framework and standards Joint consultation document to be published spring 2010 April to October 2010 inspections based aspects of the KLoE which relate to new TSA standards New methodology in place by October 2010 2010-11 CLG Commissioned ALMO inspection programme for DH funding to continue under existing arrangements

21. Joint Working Between the TSA and the AC Memorandum of understanding between AC and TSA TSA to support the AC’s Comprehensive Area Assessment AC to support the TSA’s risk assessment of social provider Regular meetings at a regional and national level

22. Contact Tenant Services Authority www.tenantservicesauthority.org 0845 230 7000 Lesley Barnard, Tenant Standard Manager (North) Tel: 07795121516 Email: Lesley.Barnard@tsa.gsx.gov.ukLesley.Barnard@tsa.gsx.gov.uk