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Resident engagement and scrutiny patrick harkness 15 june 2011 in association with.

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Presentation on theme: "Resident engagement and scrutiny patrick harkness 15 june 2011 in association with."— Presentation transcript:

1 resident engagement and scrutiny patrick harkness 15 june 2011 in association with

2 Capital Building, Tyndall Street, Cardiff CF10 4AZ 99 City Road, London EC1Y 1AX T: in association with  introduction to dome  what did the regulator intend?  how have we responded?  barriers and pitfalls  future  questions and answers

3 Capital Building, Tyndall Street, Cardiff CF10 4AZ 99 City Road, London EC1Y 1AX T: in association with communication 100+ places – changes to management and/or ownership stakeholder management nfp and housing sectors legal, compliance, process and efficiencies, hr, od, leadership, coaching, stakeholders, reputation, consultation, engagement

4 Capital Building, Tyndall Street, Cardiff CF10 4AZ 99 City Road, London EC1Y 1AX T: in association with recent engagement and stakeholder work with: aster, sovereign group, tarka, teign, westcountry, devon and cornwall, tor, penwith personal experience at the most senior levels, across uk – board membership (rps, groups, other (e.g. shelter) nfp interim

5 Capital Building, Tyndall Street, Cardiff CF10 4AZ 99 City Road, London EC1Y 1AX T: in association with gold award advisers on community empowerment and community cohesion accredited access to education: community governance, with centre for community and lifelong learning university of wales. transportable credits from foundation to phd level for staff and tenants community audit and brokering

6 Capital Building, Tyndall Street, Cardiff CF10 4AZ 99 City Road, London EC1Y 1AX T: in association with resident engagement is evolving rapidly – response to change (eg inspections) Consumerist: response to lack of choice? makes good business sense, use of technology no single answer – needs to work with dynamic of landlord and tenants

7 Capital Building, Tyndall Street, Cardiff CF10 4AZ 99 City Road, London EC1Y 1AX T: in association with what did the regulator intend? influencing, or direct participation in decision-making feedback on services, outcomes,decisions, policies involvement in design of policies or services involvement in delivery of services involvement in assessment of services

8 Capital Building, Tyndall Street, Cardiff CF10 4AZ 99 City Road, London EC1Y 1AX T: in association with what did the regulator intend? tenants and providers to work together on performance; share best practice challenge and shape activities of management and governors whole organisation : constitution, governance, business, services independence from governance and management structures formality in operation power for residents to challenge and effect change

9 Capital Building, Tyndall Street, Cardiff CF10 4AZ 99 City Road, London EC1Y 1AX T: in association with S pillar 1 landlord consultation pillar 2 representation advocacy. pillar3 community issues four pillars of scrutiny pillar 4 governan ce

10 Capital Building, Tyndall Street, Cardiff CF10 4AZ 99 City Road, London EC1Y 1AX T: in association with how have we responded? enthusiastically recognising and internalising engagement efficiencies solving problems and improving performance but significant barriers and pitfalls

11 Capital Building, Tyndall Street, Cardiff CF10 4AZ 99 City Road, London EC1Y 1AX T: in association with what do we understand by scrutiny? organisational critical friend, working for residents improving tenants’ experience while delivering efficiencies dedicated to develop thinking and approach delivering tenant influence into strategic decision making allow for change and flexibility driven resident priorities throughout whole business relationship to governance

12 Capital Building, Tyndall Street, Cardiff CF10 4AZ 99 City Road, London EC1Y 1AX T: in association with what do we understand by scrutiny? practical/process part of the co-regulation process activities - mystery shoppers, peer reviews, walkabouts, audit, inspections accountability panel residents’ forum

13 Capital Building, Tyndall Street, Cardiff CF10 4AZ 99 City Road, London EC1Y 1AX T: in association with panel commissions auditors. small groups monitor local offers. resident involvement teams monitor performance longitudinal mass market research; offer/theme groups; influence group – part resident board members, part customer inspection advisers formal structures for resident governance – area panels – local issues - nominate to residents council which can trigger action - or be triggered by area panels. area panels include independents; council relates to board practical/process examples

14 Capital Building, Tyndall Street, Cardiff CF10 4AZ 99 City Road, London EC1Y 1AX T: in association with barriers/pitfalls beware: early frustrations initially: lack of commitment Challenge to status quo – work out what’s valued/of value lack of understanding of roles unclear expectations communication issues agreeing and reviewing achievable outcomes time commitment – staff and residents

15 Capital Building, Tyndall Street, Cardiff CF10 4AZ 99 City Road, London EC1Y 1AX T: in association with beware: early frustrations needs to be embraced by whole organisation confidence in process – right pace – be patient staff understanding of roles – involve early under-estimating support needed for residents to be effective recruiting for existing skills or attitude – balance? how does scrutiny fit with existing structure, internally and externally – risk of isolation tailored and fluid response and support

16 Capital Building, Tyndall Street, Cardiff CF10 4AZ 99 City Road, London EC1Y 1AX T: in association with challenges recruitment creating a new industry/bureaucracy/hierarchy demonstrating the difference managing (dis)connections – perceived removal of influence clarity about relationship between scrutiny and board staff cannot “manage” a scrutiny group follow through conflict/issue management

17 Capital Building, Tyndall Street, Cardiff CF10 4AZ 99 City Road, London EC1Y 1AX T: in association with what works clear, committed leadership at most senior levels: principles clear link between ri, scrutiny, governance, service and performance board hear tenants more clearly – but with independence for scrutiny group flexibility in larger structures to use larger numbers of people across range of activities – independents use of technology e.g. facebook, survey monkey

18 Capital Building, Tyndall Street, Cardiff CF10 4AZ 99 City Road, London EC1Y 1AX T: in association with what works training – overall and specific capacity building for group and personal development – staff, management, residents consistent communications for all inclusivity at the start consider external support (clean hands), but beware off the shelf solutions

19 Capital Building, Tyndall Street, Cardiff CF10 4AZ 99 City Road, London EC1Y 1AX T: in association with outcomes shared sense of purpose, values, culture staff value challenge staff recognition of skills and knowledge of residents maturity – challenge and support easier to show where residents have made a difference residents introducing ideas – not passive

20 Capital Building, Tyndall Street, Cardiff CF10 4AZ 99 City Road, London EC1Y 1AX T: in association with outcomes influence over policy changes peer reviews prioritised by residents peer review as preparation for inspections service review outcomes directly monitored by residents demonstrable change to processes service reviews re-directing resources – vfm

21 Capital Building, Tyndall Street, Cardiff CF10 4AZ 99 City Road, London EC1Y 1AX T: in association with outcomes from information dissemination to discussion and contribution formalised action planning strategic engagement – e.g. merger simultaneous recommendations: scrutiny: board: residents’ councils leaner – are hearing the majority, not the minority – and it costs less cohesion - local to organisational resident development plan; recruitment, rewards, recognition policy learning log

22 Capital Building, Tyndall Street, Cardiff CF10 4AZ 99 City Road, London EC1Y 1AX T: in association with the future multiple challenges for all stakeholders – political, economic, social, technological changed relationships at the core – tenancy, funding, customers, other providers, markets political and media assault: residents’ status in society; incomes, benefits, compact with landlord landlords role under stress, new thinking business, personal and community benefits of resident involvement, : personal and social capital – potential and challenges greater than ever

23 Capital Building, Tyndall Street, Cardiff CF10 4AZ 99 City Road, London EC1Y 1AX T: in association with contact

24 Capital Building, Tyndall Street, Cardiff CF10 4AZ 99 City Road, London EC1Y 1AX T: in association with THANKS TO: AMICUSHORIZON,BROMFORD SOVEREIGNTARKA TEIGN TOR WESTCOUNTRY


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