1 / 18

Tenant Scrutiny In Practice

Tenant Scrutiny In Practice. Marcus Evans Ann Owens Melissa Conlan Pam Holliday Christine Devine. This Session Will Cover. Our Resident Involvement Structure How Customers Scrutinise our Services Our Involvement Methods Skills for Effective Scrutineers Outcomes and Benefits.

lance
Download Presentation

Tenant Scrutiny In Practice

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. Tenant Scrutiny In Practice Marcus Evans Ann Owens Melissa Conlan Pam Holliday Christine Devine

  2. This Session Will Cover Our Resident Involvement Structure How Customers Scrutinise our Services Our Involvement Methods Skills for Effective Scrutineers Outcomes and Benefits

  3. This Session Will Cover Pre 2010 – Local Level Involvement, Resident Groups and Business Planning Group TPAS Accreditation – 2010 ‘Acknowledges excellent involvement’ A new way of working A comprehensive training plan

  4. Scrutiny Support Marcus Evans Operational Director – Performance and Customer Insight Ann Owens RI Manager Melissa Conlan RI Officer Rachel Mullin RI Support Officer Tracy Newman RI Officer Responsibilities Ensures the RI Structure is Compliant with the HCA regulatory Requirement Responsibilities Ensures the Team is Compliant with the Resident Involvement Structure Oversees; Tenant Inspectors and Scrutiny Team Oversees SRG’s Impact Assessment, Training and Events Oversees Resident Groups, TP Tracker Training

  5. Resident Involvement Structure

  6. Resident Involvement Structure Board Scrutiny Team Service Review Groups Performance Indicators Tenant Inspectors Customer Intelligence

  7. Service Review Groups (SRG’s) Three Tenant Groups Cover All Service: Customer & Neighbourhoods Resident Involvement & Communications Repairs & Maintenance Performance & Customer Insight information provided prior to meetings and discussed during meeting 10-12 Customers Customers are encouraged to ask questions and to hold officers to account for poor performance Concerns referred to Scrutiny Team for full review – ‘Triggers’

  8. Tenant Inspectors Outbound Calls made to Customers to measure Satisfaction of the Customer Service Centre Quality Audit – Customer Access Centre Reality Checking of Low and High Rise Communal Areas Considerate constructor - Reality Checking of Kings Park High Rise development programme Mystery Shop results are published in our quarterly magazine - InVision (available to download on our website) Carry out Quality Audits of our Complaints Letters

  9. Performance Scrutinised by Tenants Scrutiny Team • One Group cover all service areas 2-3 business areas a year • Scrutiny Team 6 Scrutiny Reviews to date • Scrutinise and examine One Vision Housing's services to ensure all tenants are getting the best service • 10-12 customers • Full review can be carried out and group can request whatever data it requires • Scrutiny Team decides which area it wants to scrutinise • They also play an important role by contributing towards major decisions

  10. Performance Scrutinised by Tenants Scrutiny Team Detailed customer satisfaction analysis provided for Gas Repairs Scrutiny

  11. Performance Scrutinised by Tenants Scrutiny Team Detailed customer satisfaction analysis provided for Communications within the Repairs Service Scrutiny Review

  12. Resources and Support for an Effective Scrutiny A dedicated member of the RI Team Travel Expenses Incentives (high street vouchers) Access to IT Equipment & Meeting Rooms Free training and skills developed with customers Annual Appraisals that mirror the board

  13. Skills for Effective Scrutiniser’s • Start Making Sense - Understanding Performance Data • VFM Training • Effective Participation Training: • Decision Making Structures with OVH • Feeding in and Feeding back / Evidencing Change • Participating Effectively • Representing all • Influencing in Practice • Minute Taking Course • Effective Chair Training • E & D Training • Effective Report Writing

  14. Results • Tenant Inspectors, Scrutiny Team, SRGs have all contributed towards service improvements including efficiency saving of £300k. • Bringing the Mystery shopping in house £8k • Brought the Gas Repairs & Servicing in house – to improve the communication processes and make financial savings • Identified new ways of displaying ID badges • Staff trained on effective letter writing and complaints handling • Changed the contents of our welcome packs £50k saving • Net curtains and alarms in voids properties as opposed to steel shutters • Review of gas servicing letters (resulted in less cases in legal) • Developed a written process for dealing with re-scheduled appointments

  15. Scrutiny Outcomes • One Vision’s engagement with tenants was recognised on a national level, when we won Tenant Empowerment Team of the Year at the Housing Hero Awards • We are the first housing association in the country to achieve all 3 TPAS accreditations: - Landlord – Contractors - Quality Assured Scrutiny • We have been recognised for our role in working with customers and invited to a number of conferences to talk about our journey

  16. Successes • For Residents - it improves services • For Sovini - it identifies underperforming areas • For the Regulator – Demonstrates compliance with regulatory standards • For Partners and Stakeholders – it illustrates the benefits of partnership working and continues improvement

  17. Thank You Any Questions?

  18. Melissa.conlan@sovini.co.uk Ann.owens@ovh.co.uk

More Related