National Conference Presentation 09

transcript

www.residentinvolvement.org.uk

Welcome to theResident Involvement Champions

National Conference2009

‘Into the dragons’ den’

Introduction

Christine RoseProgramme DirectorSheffield City Council

Welcome to theCity of London

Paul Price

Resident Involvement Champions

Chris StockResident Participation & Performance Manager

Croydon Council

How did we get here?

• Success of Beacon award 2006/7 ‘Improving housing services by involving tenants’

• Successful Beacon peer support bid

• Match funded by Strategic Housing programme (IDeA)

The RIC Project

To champion resident involvement

“ensuring that local residents/tenants are actively engaged in influencing operational and strategic housing outcomes within their communities”

How does it work?

• Each of the nine Government regions has an appointed Champion

• Seed funded with £10,000 grant

• Each region sets its own agenda/programme

• Links to a national RICs network

• Annual conference & web site www.residentinvolvement.org.uk

Who are the RICs?

• Bolton at Home (North West)• South Tyneside Homes (North East)• Sheffield City Council/Sheffield Homes

(Yorkshire & Humber)• Moorlands Housing (West Midlands)• Derby Homes (East Midlands)• Carrick Housing (South West)• Reading BC (South East)• Croydon Council (London)• South Essex Homes (East)

What are the networks doing?

• Learning exchanges aimed at housing authorities & beyond.

• Support housing authorities to actively engage their tenants in housing provision & strategic planning.

• Enhance the skills of and support those who are actively engaged in resident involvement work.

• National framework to develop projects to promote best practice.

• Developed an interactive web site www.residentinvolvement.org.uk

• Benchmarking• Informing Government policy through close working with

CLG, TSA and the Audit Commission.

What can you do?Support your local networks by:• Attending any organised events & join any

steering groups • Submitting articles showcasing your good

practice for RICs newsletters or web site• Promoting the network amongst your colleagues• Working in partnership with other RP Teams to

improve skills & VFM• Making use of the RICs web site

Introduction to theDragons’ Den

Chris Stock & Verna FrancisCroydon Council

Prepare Your Pitch

Refreshment Break

Pitch 1

2:001:591:581:571:561:551:541:531:521:511:501:491:481:471:461:451:441:431:421:411:401:391:381:371:361:351:341:331:321:311:301:291:281:271:261:251:241:231:221:211:201:191:181:171:161:151:141:131:121:111:101:091:081:071:061:051:041:031:021:011:000:590:580:570:560:550:540:530:520:510:500:490:480:470:460:450:440:430:420:410:400:390:380:370:360:350:340:330:320:310:300:290:280:270:260:250:240:230:220:210:200:190:180:170:160:150:140:130:120:110:100:090:080:070:060:050:040:030:020:01End

Vote NowRate from 1 – 5

5 = Excellent

Pitch 2

2:001:591:581:571:561:551:541:531:521:511:501:491:481:471:461:451:441:431:421:411:401:391:381:371:361:351:341:331:321:311:301:291:281:271:261:251:241:231:221:211:201:191:181:171:161:151:141:131:121:111:101:091:081:071:061:051:041:031:021:011:000:590:580:570:560:550:540:530:520:510:500:490:480:470:460:450:440:430:420:410:400:390:380:370:360:350:340:330:320:310:300:290:280:270:260:250:240:230:220:210:200:190:180:170:160:150:140:130:120:110:100:090:080:070:060:050:040:030:020:01End

5 = Excellent

Pitch 3

2:001:591:581:571:561:551:541:531:521:511:501:491:481:471:461:451:441:431:421:411:401:391:381:371:361:351:341:331:321:311:301:291:281:271:261:251:241:231:221:211:201:191:181:171:161:151:141:131:121:111:101:091:081:071:061:051:041:031:021:011:000:590:580:570:560:550:540:530:520:510:500:490:480:470:460:450:440:430:420:410:400:390:380:370:360:350:340:330:320:310:300:290:280:270:260:250:240:230:220:210:200:190:180:170:160:150:140:130:120:110:100:090:080:070:060:050:040:030:020:01End

5 = Excellent

Pitch 4

2:001:591:581:571:561:551:541:531:521:511:501:491:481:471:461:451:441:431:421:411:401:391:381:371:361:351:341:331:321:311:301:291:281:271:261:251:241:231:221:211:201:191:181:171:161:151:141:131:121:111:101:091:081:071:061:051:041:031:021:011:000:590:580:570:560:550:540:530:520:510:500:490:480:470:460:450:440:430:420:410:400:390:380:370:360:350:340:330:320:310:300:290:280:270:260:250:240:230:220:210:200:190:180:170:160:150:140:130:120:110:100:090:080:070:060:050:040:030:020:01End

5 = Excellent

Pitch 5

2:001:591:581:571:561:551:541:531:521:511:501:491:481:471:461:451:441:431:421:411:401:391:381:371:361:351:341:331:321:311:301:291:281:271:261:251:241:231:221:211:201:191:181:171:161:151:141:131:121:111:101:091:081:071:061:051:041:031:021:011:000:590:580:570:560:550:540:530:520:510:500:490:480:470:460:450:440:430:420:410:400:390:380:370:360:350:340:330:320:310:300:290:280:270:260:250:240:230:220:210:200:190:180:170:160:150:140:130:120:110:100:090:080:070:060:050:040:030:020:01End

5 = Excellent

Pitch 6

2:001:591:581:571:561:551:541:531:521:511:501:491:481:471:461:451:441:431:421:411:401:391:381:371:361:351:341:331:321:311:301:291:281:271:261:251:241:231:221:211:201:191:181:171:161:151:141:131:121:111:101:091:081:071:061:051:041:031:021:011:000:590:580:570:560:550:540:530:520:510:500:490:480:470:460:450:440:430:420:410:400:390:380:370:360:350:340:330:320:310:300:290:280:270:260:250:240:230:220:210:200:190:180:170:160:150:140:130:120:110:100:090:080:070:060:050:040:030:020:01End

5 = Excellent

Pitch 7

2:001:591:581:571:561:551:541:531:521:511:501:491:481:471:461:451:441:431:421:411:401:391:381:371:361:351:341:331:321:311:301:291:281:271:261:251:241:231:221:211:201:191:181:171:161:151:141:131:121:111:101:091:081:071:061:051:041:031:021:011:000:590:580:570:560:550:540:530:520:510:500:490:480:470:460:450:440:430:420:410:400:390:380:370:360:350:340:330:320:310:300:290:280:270:260:250:240:230:220:210:200:190:180:170:160:150:140:130:120:110:100:090:080:070:060:050:040:030:020:01End

5 = Excellent

Pitch 8

2:001:591:581:571:561:551:541:531:521:511:501:491:481:471:461:451:441:431:421:411:401:391:381:371:361:351:341:331:321:311:301:291:281:271:261:251:241:231:221:211:201:191:181:171:161:151:141:131:121:111:101:091:081:071:061:051:041:031:021:011:000:590:580:570:560:550:540:530:520:510:500:490:480:470:460:450:440:430:420:410:400:390:380:370:360:350:340:330:320:310:300:290:280:270:260:250:240:230:220:210:200:190:180:170:160:150:140:130:120:110:100:090:080:070:060:050:040:030:020:01End

5 = Excellent

Pitch 9

2:001:591:581:571:561:551:541:531:521:511:501:491:481:471:461:451:441:431:421:411:401:391:381:371:361:351:341:331:321:311:301:291:281:271:261:251:241:231:221:211:201:191:181:171:161:151:141:131:121:111:101:091:081:071:061:051:041:031:021:011:000:590:580:570:560:550:540:530:520:510:500:490:480:470:460:450:440:430:420:410:400:390:380:370:360:350:340:330:320:310:300:290:280:270:260:250:240:230:220:210:200:190:180:170:160:150:140:130:120:110:100:090:080:070:060:050:040:030:020:01End

5 = Excellent

Pitch 10

2:001:591:581:571:561:551:541:531:521:511:501:491:481:471:461:451:441:431:421:411:401:391:381:371:361:351:341:331:321:311:301:291:281:271:261:251:241:231:221:211:201:191:181:171:161:151:141:131:121:111:101:091:081:071:061:051:041:031:021:011:000:590:580:570:560:550:540:530:520:510:500:490:480:470:460:450:440:430:420:410:400:390:380:370:360:350:340:330:320:310:300:290:280:270:260:250:240:230:220:210:200:190:180:170:160:150:140:130:120:110:100:090:080:070:060:050:040:030:020:01End

5 = Excellent

Pitch 11

2:001:591:581:571:561:551:541:531:521:511:501:491:481:471:461:451:441:431:421:411:401:391:381:371:361:351:341:331:321:311:301:291:281:271:261:251:241:231:221:211:201:191:181:171:161:151:141:131:121:111:101:091:081:071:061:051:041:031:021:011:000:590:580:570:560:550:540:530:520:510:500:490:480:470:460:450:440:430:420:410:400:390:380:370:360:350:340:330:320:310:300:290:280:270:260:250:240:230:220:210:200:190:180:170:160:150:140:130:120:110:100:090:080:070:060:050:040:030:020:01End

5 = Excellent

Pitch 12

2:001:591:581:571:561:551:541:531:521:511:501:491:481:471:461:451:441:431:421:411:401:391:381:371:361:351:341:331:321:311:301:291:281:271:261:251:241:231:221:211:201:191:181:171:161:151:141:131:121:111:101:091:081:071:061:051:041:031:021:011:000:590:580:570:560:550:540:530:520:510:500:490:480:470:460:450:440:430:420:410:400:390:380:370:360:350:340:330:320:310:300:290:280:270:260:250:240:230:220:210:200:190:180:170:160:150:140:130:120:110:100:090:080:070:060:050:040:030:020:01End

5 = Excellent

Pitch 13

2:001:591:581:571:561:551:541:531:521:511:501:491:481:471:461:451:441:431:421:411:401:391:381:371:361:351:341:331:321:311:301:291:281:271:261:251:241:231:221:211:201:191:181:171:161:151:141:131:121:111:101:091:081:071:061:051:041:031:021:011:000:590:580:570:560:550:540:530:520:510:500:490:480:470:460:450:440:430:420:410:400:390:380:370:360:350:340:330:320:310:300:290:280:270:260:250:240:230:220:210:200:190:180:170:160:150:140:130:120:110:100:090:080:070:060:050:040:030:020:01End

5 = Excellent

Pitch 14

2:001:591:581:571:561:551:541:531:521:511:501:491:481:471:461:451:441:431:421:411:401:391:381:371:361:351:341:331:321:311:301:291:281:271:261:251:241:231:221:211:201:191:181:171:161:151:141:131:121:111:101:091:081:071:061:051:041:031:021:011:000:590:580:570:560:550:540:530:520:510:500:490:480:470:460:450:440:430:420:410:400:390:380:370:360:350:340:330:320:310:300:290:280:270:260:250:240:230:220:210:200:190:180:170:160:150:140:130:120:110:100:090:080:070:060:050:040:030:020:01End

5 = Excellent

Pitch 15

2:001:591:581:571:561:551:541:531:521:511:501:491:481:471:461:451:441:431:421:411:401:391:381:371:361:351:341:331:321:311:301:291:281:271:261:251:241:231:221:211:201:191:181:171:161:151:141:131:121:111:101:091:081:071:061:051:041:031:021:011:000:590:580:570:560:550:540:530:520:510:500:490:480:470:460:450:440:430:420:410:400:390:380:370:360:350:340:330:320:310:300:290:280:270:260:250:240:230:220:210:200:190:180:170:160:150:140:130:120:110:100:090:080:070:060:050:040:030:020:01End

5 = Excellent

Pitch 16

2:001:591:581:571:561:551:541:531:521:511:501:491:481:471:461:451:441:431:421:411:401:391:381:371:361:351:341:331:321:311:301:291:281:271:261:251:241:231:221:211:201:191:181:171:161:151:141:131:121:111:101:091:081:071:061:051:041:031:021:011:000:590:580:570:560:550:540:530:520:510:500:490:480:470:460:450:440:430:420:410:400:390:380:370:360:350:340:330:320:310:300:290:280:270:260:250:240:230:220:210:200:190:180:170:160:150:140:130:120:110:100:090:080:070:060:050:040:030:020:01End

5 = Excellent

Pitch 17

2:001:591:581:571:561:551:541:531:521:511:501:491:481:471:461:451:441:431:421:411:401:391:381:371:361:351:341:331:321:311:301:291:281:271:261:251:241:231:221:211:201:191:181:171:161:151:141:131:121:111:101:091:081:071:061:051:041:031:021:011:000:590:580:570:560:550:540:530:520:510:500:490:480:470:460:450:440:430:420:410:400:390:380:370:360:350:340:330:320:310:300:290:280:270:260:250:240:230:220:210:200:190:180:170:160:150:140:130:120:110:100:090:080:070:060:050:040:030:020:01End

5 = Excellent

Pitch 18

2:001:591:581:571:561:551:541:531:521:511:501:491:481:471:461:451:441:431:421:411:401:391:381:371:361:351:341:331:321:311:301:291:281:271:261:251:241:231:221:211:201:191:181:171:161:151:141:131:121:111:101:091:081:071:061:051:041:031:021:011:000:590:580:570:560:550:540:530:520:510:500:490:480:470:460:450:440:430:420:410:400:390:380:370:360:350:340:330:320:310:300:290:280:270:260:250:240:230:220:210:200:190:180:170:160:150:140:130:120:110:100:090:080:070:060:050:040:030:020:01End

5 = Excellent

Pitch 19

2:001:591:581:571:561:551:541:531:521:511:501:491:481:471:461:451:441:431:421:411:401:391:381:371:361:351:341:331:321:311:301:291:281:271:261:251:241:231:221:211:201:191:181:171:161:151:141:131:121:111:101:091:081:071:061:051:041:031:021:011:000:590:580:570:560:550:540:530:520:510:500:490:480:470:460:450:440:430:420:410:400:390:380:370:360:350:340:330:320:310:300:290:280:270:260:250:240:230:220:210:200:190:180:170:160:150:140:130:120:110:100:090:080:070:060:050:040:030:020:01End

5 = Excellent

Pitch 1Questions

Pitch 2Questions

Pitch 3Questions

Pitch 4Questions

TSA – The Story So Far

TSA - The scope of our remit • New regulator for social housing

• Initially working for Housing Association tenants

• From spring 2010 we will work across Housing Associations, Councils and Arms Length Management Organisations

• We have new powers to take action to improve services

• Our ultimate aim is to make a difference to 10 million people living in social housing

1. Key messages from the National Conversation?

1. What have tenants told us?

• Service delivery priorities

• Repairs and Maintenance

• Safety and Security in Neighbourhood (inc ASB)

• Reasonable/affordable rents

• Decent quality homes

• Service delivery experience

• Many landlords performing well and majority of tenants are satisfied with service they receive (‘fairly’ rather than ‘very’ satisfied)

• Some receive a poor service, and those actively involved likely to be less satisfied

• Service delivery expectations

• ‘Excellence’ relates to softer interpersonal issues as well as service delivery and efficiency

• “Get the basics right”

1. What have tenants told us?

• Tenant Involvement

• Tenants want to be consulted, involved in decisions, and have high quality communications from their landlord

• Involvement should be broad (not narrow), empowering (not controlling) and genuine (not a ‘tick box’)

• Tenant Choice

• Tenants want choice, esp. in relation to Repairs and Main’ and design of their homes

• Relationship between desire for choice and dissatisfaction with landlord (wanting choice to drive up standards?)

• BME tenants dissatisfied with choice, esp. in allocations.

• Tenant Scrutiny

• Tenants want appropriate processes for dealing with service failure, an excellent complaint handling process, an opportunity to hold landlords to account – and to ensure they deliver on their promises

• Tenants expressed scepticism about mergers and group structures and their accountability to tenants

The Second Phase of Consultation

• Discussion Document Launched 9th June

• Suggestions for what might be included in the new standards

• Broad consultation approach – Written responses– Feedback from events– Local conversations– TSA direct contact with tenants,

landlords and stakeholders

• Consultation closes 8th September

2. Early thoughts on area for standards?

THEME Standards to apply

1. The Service Offer to tenants

Quality of accommodation (Decent Homes)

Tenant Choice and Customer Service

Repairs and Maintenance

Neighbourhood and Estate Management

Anti-social Behaviour and Security

2. Tenant Empowerment and Involvement

Empowerment

Complaints

Local Area Cooperation

3. The Tenancy Agreement

Tenure

Allocations

4. Governance Governance

5. Viability Viability

6. Value for Money

Efficiency and Value for Money

Cross-cutting themes

• Diversity

• Tenants with care & support needs

2. Our approach

• Based on Cave vision of “co-regulation”

• Many activities necessary to achieve outcomes will be undertaken by providers with their tenants rather than directly by the TSA

• A balance between formal regulation and (validated) self-regulation

• Important to define the right starting point

• Encourage capacity within sector for co-regulation to work successfully

• Progressive move in direction of greater self regulation over time

Feedback Sound bites

• Get things right first time!

• The standards need to be written in plain English in a way which is meaningful to tenants

• There needs to be greater focus on responding to the diverse needs of individuals including those who are vulnerable

• The standard must consider the customer experience e.g. good communication, ease of reporting & offering choice

Next Steps

• Developing the Statutory Consultation

• Continuing to listen and shape our approach

• 12 week consultation launched in November 2009

• Inclusive approach through:

– Written responses– Feedback from events– Local conversations – Tenants &

Boards– Regional Events

National Standards versusLocal Deals

Best practice

We will not necessarily be the owners of good practice, but will recognise the work of others including Chartered Institute of Housing and Audit Commission.

We want to encourage all landlords to learn from each other We have a role in identifying and

sharing good practice and excellence in order to drive landlords’…performance for the benefit of their tenants

Local Standards

• Landlords and tenants working together to improve levels of service delivered

• To supplement the standards in a national framework

• Local standards to reflect local communities and needs

• What do we mean by local?

• Local Standard Pilots

Standard Areas for Local Pilots

Theme Standard Area

Service offer to tenants Quality of accommodation (decent homes)

Tenant choice and customer service

Repairs and maintenance

Neighbourhood and estate management

Anti social behaviour and security

Tenant empowerment and involvement

Tenant empowerment

The tenancy agreement Allocations

Response and Programme

Landlord Type Proportion of Applications

Proportion of Pilots

Housing Associations 70% 61%

Arms Length Management Organisations

16% 16%

Local Authorities 11% 13%

Co-operatives/ Tenant Management Organisations

Multiple Landlords 1% 3%

Purpose of the Pilots

To inform how local standards can be:

• Formulated• Measured• Reported to the TSA• Used to hold landlords to account• Regulated

Timetable for Pilots

• Applicants notified by 9 September 2009

• Report in December 2009

• Report in March 2010

• Standards in place by April 2010

Ladders of Intervention

Routine Remedial RadicalSupporting Improvement

Compensation

Enforcement

Notice

Appoint boardMember

(or Radical?)

PenaltiesCompulsoryTransfer of

Management

Appoint a

Manager

Compulsory

Tender

Direction to

Short Notice

Inspections

Voluntary

Undertaking

Kitemarking

Peer Support

TSA Support

Through Tenant

Excellence

Ongoing

Monitoring

Inspections

(or Remedial?)

Draft Intervention Toolkit

National Tenant Voice

from grass roots to government

Richard CrossleyNTV Co-ordinator

The story so far……..

Cave Review proposed a National Tenant Voice to “to give tenants both a voice and expertise at national level”

Government set up tenant-majority project group to advise it on setting up NTV

Citizens of Equal Worth

Project group produced its report following consultation with tenants Proposals accepted by Housing Minster in Dec 2008

Project group asked to continue advising on the set-up

Road-shows held May/June2009

From grassroots to government: what the NTV will do

Enable tenants to influence policy and practice at national level• Research into tenants’ experiences• Communicate – a two-way dialogue with tenants• Support for representative tenant structures nationally and

regionally

It will promote a positive image of

social housing

NTV structure- a non-departmental public body

National Tenant Council

50 tenants

9 tenants, 6 others

Accountability Committee

7 members

tenants

24 nominations

26 by open recruitment

Others: open recruitment

National Tenant Council

• 50 tenants

Open recruitment process: 26 National Tenants Organisations: 12Regional representation: 9TPAS representative structures: 3

• Will meet about 4 times a year

• Its purpose is to discuss and give views on housing policy issues

• Our aspiration is for it to broadly reflect the profile of social housing tenants – particularly with regard to age, ethnicity and regional spread

• Five nominees chosen by the National Tenant Organisations to be objective and impartial

• One nominee chosen by TPAS; one nominee chosen by CLG

• The only role of the Accountability Committee is to decide on National Tenant Council and Board membership

NTO nominees – Trevor Bell, Martyn Kingsford, Blase Lambert, Sarah Davis, Alison HopkinsTPAS – Nigel LongCLG – Paul Downie

National Tenant Voice wants to give opportunities to as many tenants as possible to input into policy discussions

• national tenants’ organisations

• tenants federations

• county / regional tenants organisations

• BME groups

• young people’s organisations

• leaseholder groups

• others?

National Tenant CouncilNTV Board

CLG – as sponsoring government department

National Tenant Organisations

County federations

District federations

Regional groups

Tenants Forums

Tenants and Residents Associations

T e n a n t s

Policy decision-makers: government, regulator, etc

How can we maximize opportunities for tenants to input to policy discussions?

Our plans include

• Research into tenants’ experiences• Regular e-bulletins and newsletters• Web-based discussion forum(s)

• Other ideas?

Regional policy forums

Large one-day events, perhaps three or four a year, held in different regions

Would your tenants find these a useful a way to input into national policy?

5 – very useful

4 – useful

3 – maybe

2 – marginally useful

1 – not useful at all

Regular road shows, touring the country?

Small (50 or so tenants) 2-hour events – lots of them

5 – very useful

4 – useful

3 – maybe

Policy briefings for tenants organisations

Easy-to-read policy briefings as-and-when required, setting out key questions and inviting responses

5 – very useful

4 – useful

3 – maybe

‘Virtual’ policy forums

Groups of tenants brought together to discuss specific issues through e-mail and/or telephone conferences

5 – very useful

4 – useful

3 – maybe

Next steps• National Tenant Council

recruitment ended October 16th, appointed late November 2009

first meeting early 2010

• Royal assent of Local Democracy, Economic Development & Construction Bill (clauses allow government to fund NTV)

• Board recruited November 2009 – February 2010

• Project group decide on location, staffing structure

• NTV registered as an incorporated organisation – January 2010

• NTV up and running by April 2010

To express an interest in receiving further information: e-mail

nationaltenantvoice@communities.gsi.gov.uk

Question andAnswerSession

Summary & Evaluation

Christine RoseProgramme DirectorSheffield City Council

How was the communication leading up to today’s conference?

1.Very Poor2.Poor3.Average4.Good5.Excellent

How was the organisation of the conference today?

Do you think there was a good atmosphere in the room?

Do you feel motivated and inspired by this conference?

Do you think the Dragons’ Den exercise was a good way of exchanging good practice?

Do you think today’s conference represented good value for money?

Would you attend another conference run by the Resident Involvement Champions in the future?

How much would you be prepared to pay to attend future conferences?

1.Up to £50 each2.£50 - £100 each3.£100 - £150 each4.£150 – £200 each

How would you rate the food provided today?

Your overall impression of the conference?

Thank you for coming

Have a safe journey home

National Conference Presentation 09

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