Housing Management and Efficiencies Learning Network The self assessment process John Jenkins, Inspection Manager Scottish Housing Regulator

Areas that I will attempt to cover: Context What we understand the self assessment process to be What would we expect a good self assessment process to look like? Some examples of good (or poor) practice we have seen recently The future for self assessment? …..from the Regulator’s perspective

Context Scrutiny has changed and continues to evolve: Crerar Report highlighted the need for regulators to adopt a more risk based and proportionate approach to scrutiny Regulation Plans introduced for Registered Social Landlords national Shared Risk Assessment introduced for local authorities lighter touch regulation already emerging?

What we understand the self assessment process to be A comprehensive, systematic and regular review of an organization's key activities and results. The self-assessment process should allow the organization to clearly identify its strengths and also areas in which improvements can be made. The process should culminate in planned improvement actions which are then regularly monitored for progress.

What would we expect a good self assessment process to look like? Routinely and consistently used Rigorous Comprehensive Documented Involve service users in its process Outcome focussed

What would we expect a good self assessment process to look like? Clearly linked to action planning Use only validated sources of data, including service users’ feedback No endorsement of a single “one size fits all” self assessment model More important that the process is owned by all in the organisation

Any examples of good (or poor) practice we have seen recently Fife Council’s use of former homeless applicants to carry out “mystery shopping” to test its service delivery Berwickshire Housing Association’s use of other Department’s staff and Tenant Panel members to review service areas and deliver their findings West Dunbartonshire Council's use of a challenge panel to review the performance across all areas of its service delivery…… and finally, an organisation where managers could not rely on the data produced by its Performance Management System – try to demonstrate a commitment to continuous improvement under those circumstances!

Self assessment Performance data Staff views Customer views Peer reviewsQuality modelsBenchmarking External support

The future for self assessment? SHR’s regulatory engagements with landlords are increasingly directed by assessed risk. The quality of a landlord’s self assessment process is an important factor in SHR’s risk assessment and will influence the level of scrutiny we undertake. Less prescription from the Regulator? The potential implications arising from the 2011 Housing Bill and proposed Tenants’ Charter?