Being Brilliant at Resident Involvement

This Session Outcomes Is Brilliant!!! Resident Involvement that is Strategically Intelligent Compliant Outcome Focused Balanced Inclusive Accountable Makes Impact Value for Money

Know what you are doing!! The Balancing ACT Corporate Priorities 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

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? Its about having the right mechanisms in place – to show real outcomes and value, influence and accountability

CO-REGULATION Co- Regulation In the new approach to regulation the focus is on a co-regulatory approach. This means that the external social housing regulator sets National Standards but the responsibility for agreeing, monitoring and scrutinising local standards and checking that the organisation meets the consumer National Standards lies with landlords working with their tenants. The role of the Regulator is reduced and co-regulation has been referred to as ‘back stop’ regulation. The relationship between a landlord and its tenants is key to the approach

Local and Strategic Involvement What do you have in place? 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?

Don’t throw the baby out with the bath water!!!!! Regulation ‘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’ Don’t throw the baby out with the bath water!!!!!

CO-REGULATION A co-regulation Tenant Scrutiny Group Strategic Board Involvement activities - strategic Service review or improvement groups Reality checking evidence Mystery shopping Resident inspectors Resident audits Walkabouts Feedback - Satisfaction Focus groups Surveys Complaints / complements Informal info Involvement locally challenge accountability Residents Board

Regulation National Standards Consumer standards But don’t forget, Governance and Financial Viability Standard requires the Board to make sure Consumer Standards are met 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 National Standards Economic standards The Regulator sets these standards and takes a proactive approach to ensuring these are met National Standards Economic standards Value for money Governance and financial viability Rent

CO-REGULATION Resident Involvement Scrutiny Governance Information Consultation Participation Empowerment Decision-making Joint or Devolved Setting Performance Standards Reviewing and Monitoring Independent view of Processes 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

Resident Involvement – What is it? 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

Use the templates provided Be ready to DEBATE findings In two groups Group 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 objectives Define the difference you want to make Determine the value you will create Agree Measures Design Involvement Deliver involvement Gather the information Assess the impact Calculate the value

Benefits Accountability Relationships Community Investment Services Improved services and satisfaction Improved design of homes Improved contractor performance More efficient and Value for Money services Community Investment Increased community capacity and social capital Safer Local Environments Improved sustainability Relationships Enhanced 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

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

Landlords who have met the TPAS Landlord Accreditation Standards 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

And more …… St Leger Homes New Charter 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 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 * Accreditation Expired

Quotes from accredited organisations Karen Mayhew, Chief Executive Havebury Housing “THE most effective way of checking that tenants really are at heart of the organisation” 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.” 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” Matthew Applegate, Chief Executive Vale of Aylesbury Housing “TPAS accreditation is a seal of quality that shows we’re serious about resident involvement” 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” 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.” 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” 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 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

Many Thanks for being Brilliant people Don’t forget to evaluate this session!!! Many Thanks for being Brilliant people