Being Brilliant at

Resident Involvement

This Session Outcomes

Resident Involvement that is• Strategically Intelligent• Compliant• Outcome Focused• Balanced• Inclusive • Accountable• Makes Impact• Value for Money

Is Brilliant!!!

Know what you are doing!!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

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

influence and accountability

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?

CO-REGULATION

Co Regulatory ApproachSocial housing regulator

landlord

tenants

residents at the heart

of regulationkey relationship is between landlords and tenants

‘backstop regulation’

3 way relationship

What do you have in place?

Local and Strategic Involvement

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?

‘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’

Regulation

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

A co-regulation

CO-REGULATION

Tenant Scrutiny Group

StrategicBoard

Involvement activities - strategicService review or improvement groups

Reality checking evidenceMystery shoppingResident inspectorsResident auditsWalkabouts

Feedback -SatisfactionFocus groupsSurveysComplaints / complementsInformal info

Involvement locally

challenge

accountability

Residents Board

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 But don’t forget, Governance and Financial Viability Standard requires

the Board to make sure Consumer Standards are

met

National Standards

Economic standards

Value for money Governance and financial viability Rent

REGULATIONThe Regulator sets

these standards and takes a proactive

approach to ensuring these are met

CO-REGULATIONResident Involvement

Scrutiny Governance

• Information• Consultation• Participation• Empowerment • Decision-making

– Joint or Devolved

• Setting– Performance– Standards

• Reviewing and Monitoring

• Independent view of– Processes– Performance

• 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

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

Resident Involvement – What is it?

In two groupsGroup 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 objectivesDefine the difference you want to makeDetermine the value you will createAgree MeasuresDesign InvolvementDeliver involvementGather the informationAssess the impactCalculate the value

ServicesImproved services and satisfaction

Improved design of homes

Improved contractor performance

More efficient and Value for Money services

Community InvestmentIncreased community capacity and

social capital

Safer Local Environments

Improved sustainability

RelationshipsEnhanced 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

Benefits

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

• 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

Landlords who have met the TPAS Landlord Accreditation Standards

• 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

• St Leger 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

And more ……

* Accreditation Expired

Quotes from accredited organisationsKaren Mayhew, Chief Executive Havebury Housing“THE most effective way of checking that tenants really are at heart of the organisation”

Matthew Applegate, Chief Executive Vale of Aylesbury Housing “TPAS accreditation is a seal of quality that shows we’re serious about resident involvement”

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.”

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.”

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”

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”

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”

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

• Communicate:– 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

Don’t forget to evaluate

this session!!!

Many Thanks for being Brilliant people