Being Brilliant at
Resident Involvement
This Session Outcomes
Resident Involvement that is• Strategically Intelligent• Compliant• Outcome Focused• Balanced• Inclusive • Accountable• Makes Impact• Value for Money
Is Brilliant!!!
Know what you are doing!!Where you are coming from? What you are aiming for?
Corporate Priorities
built on Resident Intelligence
Corporate Delivery
Resident Influence and Accountability
The Balancing ACT
Its about having the right mechanisms in place – to show real outcomes and value,
influence and accountability
Co- Regulation
Its not just about having one of the
factors without the other
Both influence each other
Its not about a numbers game
either?
CO-REGULATION
Co Regulatory ApproachSocial housing regulator
landlord
tenants
residents at the heart
of regulationkey relationship is between landlords and tenants
‘backstop regulation’
3 way relationship
What do you have in place?
Local and Strategic Involvement
Using a Post it note write down how you and your organisation have the mechanisms in
place for
Involvement locally Involvement strategically
Any Areas for improvements – what would you do?
‘Its about having the right involvement methods to ensure
the organisation is gaining insight into ‘tenants priorities’ but also having mechanisms to ensure
tenants can have influence and landlords are accountable’
Regulation
Don’t throw the baby out with the bath water!!!!!
A co-regulation
CO-REGULATION
Tenant Scrutiny Group
StrategicBoard
Involvement activities - strategicService review or improvement groups
Reality checking evidenceMystery shoppingResident inspectorsResident auditsWalkabouts
Feedback -SatisfactionFocus groupsSurveysComplaints / complementsInformal info
Involvement locally
challenge
accountability
Residents Board
National Standards
Consumer standards
Tenant Empowerment and Involvement Home Tenancy Neighbourhood and Community
• Regulator will not have a proactive role in monitoring compliance, but
• May Intervene if serious detriment
Regulation But don’t forget, Governance and Financial Viability Standard requires
the Board to make sure Consumer Standards are
met
National Standards
Economic standards
Value for money Governance and financial viability Rent
REGULATIONThe Regulator sets
these standards and takes a proactive
approach to ensuring these are met
CO-REGULATIONResident Involvement
Scrutiny Governance
• Information• Consultation• Participation• Empowerment • Decision-making
– Joint or Devolved
• Setting– Performance– Standards
• Reviewing and Monitoring
• Independent view of– Processes– Performance
• Evidence Based Highlights of– What is Good?– What needs to Change?
• Holds the Board and Senior Managers to Account
Strategic Board – Economic standards •The Organisation
– Viable– Well Managed– Well Governed
Residents Board- •Delegated responsibility•Consumer Standards
Tenants and Residents at the heart of everything the organisation does• Engagement, empowerment, and
customer focus• Working relationships between
residents and landlord• Influence over design, delivery and
scrutiny of services• Balance between Resident
Intelligence and Resident Influence
Resident Involvement – What is it?
In two groupsGroup 1
Debate and list out the benefits
of only using resident
intelligence – no actual tenant involvement
Group Two
Debate and list out the benefits
of having a robust local and
strategic involvement framework
Use the templates provided
Be ready to DEBATE findings
9 Steps to Value Tenant Involvement
Link to your business plan objectivesDefine the difference you want to makeDetermine the value you will createAgree MeasuresDesign InvolvementDeliver involvementGather the informationAssess the impactCalculate the value
ServicesImproved services and satisfaction
Improved design of homes
Improved contractor performance
More efficient and Value for Money services
Community InvestmentIncreased community capacity and
social capital
Safer Local Environments
Improved sustainability
RelationshipsEnhanced public relations
More constructive and productive staff/resident relationships
Increased local partnerships
Accountability
Scrutiny - Challenge
Transparency – Reporting
Local Performance – Feedback & Response
Risk – Managed, Safe & Secure
Benefits
Business Critical factors
The Brilliance Test Indicators Check
Strategic Commitment to Involvement & Empowerment
Corporate & Involvement Strategy are objectives based on tenant priorities, tenant profile & credible intelligence
Opportunities to involve & influence
Involvement structures & arrangements designed to deliver objectives with agreed measurable outcomes
Use of Resident feedback Involvement seeks & makes use of resident feedback, trends, comments & project findings
Accountability and Performance
Landlord provides outcome reporting openly, transparently & welcomes tenant challenge
Community Development
Landlord invests in communities tackling priority local needs using profile info, local intelligence
Support and Resources Landlord empowers tenants, builds capacity, funds costs and provides competent support staff
Governance Ensures tenant influence, involvement and scrutiny throughout decision-making meeting regulatory requirements
Business Critical factors
The Brilliance Test Indicators Check
Strategic Commitment to Involvement & Empowerment
Corporate & Involvement Strategy are objectives based on tenant priorities, tenant profile & credible intelligence
Opportunities to involve & influence
Involvement structures & arrangements designed to deliver objectives with agreed measurable outcomes
Use of Resident feedback Involvement seeks & makes use of resident feedback, trends, comments & project findings
Accountability and Performance
Landlord provides outcome reporting openly, transparently & welcomes tenant challenge
Community Development
Landlord invests in communities tackling priority local needs using profile info, local intelligence
Support and Resources Landlord empowers tenants, builds capacity, funds costs and provides competent support staff
Governance Ensures tenant influence, involvement and scrutiny throughout decision-making meeting regulatory requirements
TPAS Accreditation Resident Involvement: The Independent Brilliance Test
Demonstrates your responsiveness to the needs of your residents and potential residents
Highlights your commitment to resident involvement
Establishes extend of embedded involvement culture organisation-wide
Shows that your resident involvement delivers value for money
Protects and build your reputation for quality involvement and go the extra mile in ensuring your services meet your residents diverse needs
Provide an independent re-assurance to both the organisation and residents that attaining the accreditation ensures that you are delivering the highest standards for resident involvement and engagement
• Accord Housing Group• Asis Group Limited• Aspire Housing• Berneslai Homes• Catalyst Communities HA• City West Housing Trust• Chevin Housing Group• Coast & Country Housing• Coastline Housing Association• Derwent Living*• East Durham Homes• Eastend Homes• East North East Homes Leeds• Estuary Housing Association
• Flourish Homes*• Gedling Homes• Granta Housing Society*• Havebury Housing Partnership• Housing Hartlepool• Howard Cottage HA• Hull City Council• Kirklees Neighbourhood Housing• Lancaster City Council• Leeds Federated Housing• Magna West Somerset HA
Landlords who have met the TPAS Landlord Accreditation Standards
• New Charter Homes• North Lincolnshire Homes• Nottingham City Homes• Nottingham Community HA• One Vision Housing• Roddons Housing Association• Sanctuary Group*• Salix Homes• Sutton Housing Partnership
• St Leger Homes• Trent and Dove Housing• Wakefield & District HA• Westcountry Housing• West North West Homes Leeds• Wherry Housing Association• Yorkshire Coast Homes• Vale of Aylesbury Housing Trust
And more ……
* Accreditation Expired
Quotes from accredited organisationsKaren Mayhew, Chief Executive Havebury Housing“THE most effective way of checking that tenants really are at heart of the organisation”
Matthew Applegate, Chief Executive Vale of Aylesbury Housing “TPAS accreditation is a seal of quality that shows we’re serious about resident involvement”
Angela Dearing, Assistant Head of Service – Housing & Wellbeing Hull City Council “TPAS Landlord Accreditation is important to Hull City Council as it gives us an external measure on how we are progressing in our partnership with our tenants and helps us identify how we can develop further.”
Andrew Taylor, Chief Executive Sutton Housing Partnership “Working with TPAS was a great way to promote our strengths and also learn where we need to develop as an organisation.”
Neil Brown, Managing Director Circle Housing 33 “Circle Housing wants to be the best at what we do; to achieve that independent accreditation is important. TPAS is helping us achieve our ambition.”
Lynn Clayton, Managing Director Gedling Homes “TPAS has helped ensure the GREAT work our tenants do is acknowledged and celebrated”
Mike Andrews, Chief Executive Nottingham Community Housing Association“TPAS Accreditation confirmed that NCHA offers our tenants a first class range of involvement and personal development opportunities”
Anne Cornelius, CEO Coastline Housing“Achieving TPAS re-accreditation demonstrates how we empower customers to scrutinise and shape Coastline to deliver great homes and services”
Mike Andrews, Chief Executive Nottingham Community Housing Association “TPAS Accreditation confirmed that NCHA offers our tenants a first class range of involvement and personal development opportunities”
Be Strategically Intelligent: Be Brilliant!• Link involvement priorities to organisational vision and objectives • Ensure the involvement structure enables true influence, has plans, measures and
clear outcome focus so you measure the impact, effectiveness, efficiency and value achieved
• Use intelligence from tenants using the services that are reliable and balanced and analysed using tenant profile data
• Provide accountability through transparent reporting, excellent communications and opportunities for challenge at local levels and across all services (including scrutiny)
• Base community development plans on locally established need and measure the return on investment cost (financial, human and volunteer)
• Resource and support by means of assessing plans, building capacity of tenants and staff and setting out clear policies
• Ensure tenant influence at governance levels through strong co-regulation arrangements and independent resident – led scrutiny
Be Inclusive of your Tenant Profile: Be Brilliant!• Ensure everyone can understand your involvement • Provide options that suit needs in terms of outcomes
but also offering ways that will suit your tenant profile • Provide support and training to build skills, engage and
empower your diverse communities• Target those profiled groups who are less involved by
offering opportunities in different and imaginative ways
• Promote widely to encourage engagement opportunities
Review Involvement Annually: Be Brilliant• Are you achieving the outcomes, aims and objectives you set
out to? If not, change• Has there been outputs, outcomes (short, medium and longer
term), keep monitoring: – What are the inputs? Resources and cost?– What are the outcomes and impacts on economic, social and
environmental issues - sometimes called triple bottom line or social value
• Are you keeping your eye on changing results, needs and priorities?– Are your findings filtering through to business and corporate plans and
objective• Can you show the value of involvement and positive benefits
for all tenants and communities?– Can demonstrate changes made to improve outcomes?
Communicate: Be Brilliant
• Communicate:– What value has been achieved and created, improvement
to services – Using a range of ways
• Websites• Newsletters• Staff forums • Customer forums• Social media
– Promote successes and share with others widely
Don’t forget to evaluate
this session!!!
Many Thanks for being Brilliant people