1. Together we make a difference Barnsley Federation of Tenants and Residents Designated Tenant Panel Our Journey

2. Together we make a difference Who we are.. Run by team of 8 Executive members Series of strategic focus groups Management Group Tenant scrutiny TARAs Individual members Berneslai Homes support

3. Together we make a difference Our landlord.. 3 Star ALMO 18,800 homes 91% tenant satisfaction TPAS Accredited Signed up to CIH Complaint Charter Your Comments Count

4. Together we make a difference ‘Your comments count’ 2014/15 Low complaints -131 Stage 1 -34 Stage 2 -Main complaint reason = repairs 49% stage 1 upheld 38% stage 2 upheld 2 Housing Ombudsman – Local Settlements 0 Tenant Panels but 4 in 2013/14

5. Together we make a difference Why we wanted a ‘Designated Tenant Panel..’ Local resolution Tenant perspective Experience Supports scrutiny Strengthens the tenant voice Driver for service improvements BUT…….

6. Together we make a difference Is it right tenants sitting in judgement of other tenants? Is it a conflict of interest?

7. Together we make a difference The decision... We’re not sitting in judgement – we’re helping resolve issues locally Or deciding whether to support the tenant referring to the Ombudsman

8. Together we make a difference How we developed the panel.. Berneslai Homes helped develop the process based on their existing ‘Appeal Panel’ process (which includes tenant representatives) 10 members recruited and trained March 13 Registered with the Housing Ombudsman Literature produced Live May 13

9. Together we make a difference How it works… Panel of three. Set dates every 4 weeks but only meet if case referred. Berneslai Homes attends to present their investigation Complainant or representation attend or send in written information Opportunity for panel and attendees to ask questions of each other. Case discussed in private and decision delivered on the day

10. Together we make a difference The reality… Only 4 cases in 2 years – 1 withdrawn No cases in the last 12 months None referred to the Housing Ombudsman by Panel None progressed by the complainant No service improvements/recommendations Confidence in landlord’s approach

11. Together we make a difference Nature of complaint Panel decision The replacement of wooden Fascia Boards with UPVC and t he payment of a Communal Charge in with rent Not to support the referral The partial removal of Staircase Fixtures and Garden Rubbish when leaving the property Not to support the referral The replacement of a Dividing Fence Case withdrawn before hearing Trees overhanging onto a garden and a reduction in daylight Not to support the referral

12. Together we make a difference Tenant Panel’s view 2 years on….. Great Berneslai Homes are getting it right. Panels have worked well. Do complainants really want the local democratic filter or do they just prefer to wait, or are they happy with the landlord’s response? Could we amend the information leaflet and raise the panel’s profile? Could the Tenant Panel have a wider remit or be used at an earlier stage? We will continue to have a panel – it’s about choice and resolution at a local level.

13. Together we make a difference Berneslai Homes’ views 2 years on… Great that our decisions have been supported. Process has worked. Strengthened relationships with Federation. Complainants are exercising their right to wait or are happy with our response. It offers choice. Low levels mean it’s not a huge impact on workload