1. Being Brilliant at
Resident Involvement

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

3. 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

4. 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

5. 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

6. 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?

7. 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!!!!!

8. 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

9. 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

10. 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

11. 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

12. 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

13. 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

14. 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

15. 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

16. 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

17. 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

18. 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

19. 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

20. 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”

21. 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

22. 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

23. 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?

24. 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

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