Resident Scrutiny at Wherry HA

1. Resident Scrutiny at Wherry HA

2. Where did we start? • A series of panels looking at performance data including….. • “Way Ahead with Wherry” our landlord wide residents group • Patch Panels • Property Partnership Board • And checking the Wherry service….. • Mystery Shoppers • Readers Panel • Property Inspectors

3. Becoming Co-Regulatory Champs! • Terrington St Clement ‘Trailblazer’ • Charter Agreed • Multi Agency – Policy, Housing Associations, Local Authority, Fire Service and Norfolk County Council • And Residents of course…

4. Becoming Co-Regulatory Champs! • How did it work? • Resident decided on impact and importance. • Creation of ‘Neighbourhood Action Plan’ • Community and multiple agenices involved

5. Becoming Co-Regulatory Champs! • What were the outcomes? • Multi Landlord Charter • E.g. clearing and repairing communal areas • Replication by the Norfolk Housing Alliance • Ongoing monitoring of Action Plan at quarterly ‘Terrington Neighbourhood Standards Panel’

6. Becoming Co-Regulatory Champs! • Increase in resident satisfaction • Overall satisfaction with your neighbourhood as place to live: Increased from 87% to 96% • Taking everything into account, how satisfied are you with the services that your landlord provides: Increased from 79 % to 84 % • How satisfied are you that your views are being taken into account: Increased from 71% to 86%

7. Becoming Co-Regulatory Champs! • Other outcomes • Reduction on ASB • Reduction in number of empty homes and reduction in refusal rates

8. Becoming Co-Regulatory Champs! • Lessons learnt from the Terrington Experience • A Multi Agency approach is most effective • Need buy in from the right people • Need to lead from the top to provide strategic direction and focus

9. Wherry’s Scrutiny Panel • Setting up the Panel • WAWW wanted to give overall direction to the Panel • Developed a Terms of Reference (using TPAS guidance) • Members of Panel included tenants and leaseholders

10. Wherry’s Scrutiny Panel • Training the Panel • Completed Resident Skills Analysis • Programme of training available on Wherry’s services • Mentoring through external consultant • External conferences/ learning opportunities

11. Wherry’s Scrutiny Panel • What’s been achieved? • ASB and Complaints Review • Customer Journey Mapping with Residents. • Reduced time to respond to complaints • ASB customer satisfaction surveys no longer handled by Wherry staff • Ongoing monitoring

12. Wherry’s Scrutiny Panel • What’s been achieved? • Report went to WAWW with recommendations and Wherry Board

13. Wherry’s Scrutiny Panel • Next Steps • Out of hours review • Spoken to staff • speak to residents • Visit out of hours contractors

14. Wherry’s Scrutiny Panel • Lessons learnt • We’re still Learning • takes time- don’t rush it • Plenty of training and support e.g. interviewing techniques • Start small ! • Need to be clear about- • aims and objectives • how fits in with other forums/ groups- residents groups and management groups/ board • How to identify priorities

15. Wherry’s Scrutiny Panel • And the Residents perspective….. • Rob Duhig