1 / 19

Hafod Through The Looking Glass Tenant Involvement in Self Assessment

Hafod Through The Looking Glass Tenant Involvement in Self Assessment. What is Self Assessment?. Self Assessment is looking at what we do and how well we do it: Service Delivery Governance Finance. Listening to Tenants. STAR Tenant Satisfaction Surveys Internal Tenant Satisfaction surveys

barid
Download Presentation

Hafod Through The Looking Glass Tenant Involvement in Self Assessment

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. Hafod Through The Looking Glass Tenant Involvement in Self Assessment

  2. What is Self Assessment? Self Assessment is looking at what we do and how well we do it: • Service Delivery • Governance • Finance

  3. Listening to Tenants • STAR Tenant Satisfaction Surveys • Internal Tenant Satisfaction surveys • Tenant Assessors for Mystery Shopping • Hafod Connect for Service Reviews

  4. Working with Tenants to Shape Services • Committee / Board Reports • Service Reviews • Hafod Connect • Mystery Shopping • Service Panels • Tenant Scrutiny Panel

  5. New Regulatory Requirements • The Regulatory Framework For Housing Associations Registered in Wales • Opportunity tidy up existing processes • More opportunities for tenants

  6. Putting Tenants at the Heart of Regulation • Ensuring that housing associations work with their tenants and people who use their services in planning, and assessing the quality of services. • Providing information that allows tenants and others to compare the performance of their housing association to that of others.

  7. Effective Self Assessment • A strong focus on needs and aspirations. • Clear evidence of involvement. • Owned and driven by Board • Have a strong element of internal and external challenge • Focus on strategic issues, not the detail of delivery • Form an integral part of an associations Business Planning • Be based on clear & solid evidence

  8. Be Prepared • No fear of Regulation • Opportunity to fine tune what we were doing • Introduce tenants into Self Assessment • More Board ownership

  9. Stakeholder feedback Staff feedback Board Staff feedback Staff feedback Tenant feedback Tenant feedback • Service Panels • Tenant Assessors • Tenant Satisfaction Surveys • Youth Panel • Community Partnership (Community Development) • Hafod Connect (Service Reviews) Service reviews Service users

  10. Hafod’s Approach to Self Assessment • Assessment against each Delivery Outcome • Staff input (all grades) • Explanation of the service • What difference the service makes – Outcomes • Evidence based • Identifying areas for improvement

  11. Delivery Outcomes Self assessment should be based on “delivery outcomes” which focus on: • What is being achieved not how it is being achieved. • The difference that a housing association is making to its tenants and others who use its services, not its strategies, processes and activities.

  12. Hafod’s Self Assessment Challenge • External Challenge from stakeholders • Staff Challenge – web based survey • Tenant Challenge – Tenant Scrutiny Panel • Assessments Collated • Areas for improvement noted • Results fed to board

  13. A Tenants Perspective - Process • Newly formed Tenant Scrutiny Panel • Request to look at Hafod’s Self Assessment • Hafod supplied Nine of the Self Assessment Delivery Outcomes in advance (Home Ownership dealt with by Home Owners) • Tenant Scrutiny Panel met with staff, questions & clarifications • Tenant Scrutiny Panel met alone to make the judgement

  14. A Tenants Perspective - Feelings Tenant Scrutiny Panel together for less than six months Overwhelmed by the amount of information Scoring definitions supplied to judge against Tenant judgements were not influenced by the Association Tenant Scrutiny Panel listened to - judgements presented to the Association’s Board

  15. What Happened Next • Board Report on Self Assessment: • Summary of Service • Performance (including satisfaction survey results) • Staff Challenge • Stakeholder Challenge • Tenant Challenge • The Board assessment

  16. Benefits to the Association • Board had full range of Challenges (opinions) on the services provided by the Association • Direct feedback from tenants to the Board • The process was honest and open ‘warts and all’ • The Board felt more confident in the Self Assessment process • The staff felt pride in the services provided

  17. Lessons Learnt on Involving Tenants – Before • New Tenant Scrutiny Panel • Lack of knowledge • Overwhelmed by the amount of information supplied • Understanding services takes time, not instant • More time to explain the work of the Association

  18. Lessons Learnt on Involving Tenants - After (Independent) mentoring for Tenant Scrutiny Panel Members Training & guidance provided Visited another Scrutiny Panel Suggestions on questions to ask Site Visits Meet staff responsible for services Information supplied ‘bit by bit’ Understanding has grown

  19. Any Questions?

More Related