THE ADVISORY AND SCRUTINY PANEL (ASP)
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Transcript of THE ADVISORY AND SCRUTINY PANEL (ASP)
THE ADVISORY AND SCRUTINY PANEL (ASP)
Jean Robinson Chair person, ASPMark ArmstrongHead of Policy & Strategy, WPH
A BIT ABOUT US WPH is a stock transfer organisation on
Wirral which has 12,500 properties There are 8 members of our Advisory &
Scrutiny Panel (ASP), 2 are fairly new members
We are either tenants of WPH or officers of an association in a WPH area.
We were all involved with WPH in some capacity before forming the ASP:
One example was most of us were Customer Inspectors.
A BIT MORE ABOUT US.... We saw that the inspection work we did
resulted in positive changes to services, for example:Changes to reception areas Changes to customer care procedures
following ASB mystery shoppingChanges to improvement works
scheme at New Ferry After this experience, we wanted to get
more involved in influencing WPH
OUR ROLE
Just like the Ronseal advert, we do what it says on the tin!
We..Advise WPH on
services from a tenants’ point of view
Scrutinise WPH services that are important to tenants and communities
WHAT IS SCRUTINY? A definition of advisory is……to inform / offer advice…empowered to make recommendationA definition of scrutiny is……to examine closely / carefully Scrutiny therefore provides a unique
perspective on how well services are being delivered and how they could be improved, from the point of view of those receiving and using those services.
How we fit in...
OUR ROLE
Board & Executive
Team
Scrutiny Panel
Umbrella Groups, TRAs, Street Reps, Lone Voices
Panels and
focus groups
Customer feedback
(eg surveys,
complaints)
Customer Inspectors
OUR JOURNEY
November 2009 – those of us interested in becoming more closely involved received a presentation from Linda Levin Partnership Ltd about the new regulatory framework, in particular scrutiny
Early 2010 – we agreed to become the scrutiny panel and elected a chair and vice chair
OUR JOURNEY...(Con`t) January – April 2010 – we developed:
Aim and objectivesTerms of referencePerson specificationTraining needs assessmentCode of conduct, including an
agreement about how ASP members would treat each other and settle any differences
Partnership agreement between ASP and WPH
OUR JOURNEY...(Con`t)May 2010 – WPH Board formally
endorsed the ASP by signing a ‘Working Together’ Agreement. This agreement was written by ASPSets out guiding principles
underpinning the partnership between ASP and WPH Board
OUR JOURNEY...(Con`t) June 2010 to now
We received training – team building, influencing and negotiating
We received briefings – e.g. governance and the role of the Board
Developed our processes and protocols to guide our reviews and scrutiny work
Decided which service to scrutinise first by looking at WPH Status results – this told us that ASB is a priority issue for WPH tenants
OUR JOURNEY...(Con`t) June 2010 to now...cont’dWe started and have completed our first
review – ASBAdvised WPH about the content and
format of their first annual report to tenants (as required by the TSA)
Held a recruitment process to attract new members for ASP – we developed the process and advertising campaign
As you can see, we have been very busy!
OUR ACHIEVEMENTS TO DATE ASB review
Our input has resulted in termination of SLA with Wirral Council for provision of ASB services.
The service is now provided entirely by WPH at a greatly reduced cost and we firmly believe this will result in a much more responsive and customer focused service for tenants and community's of WPH
We are working with WPH to ensure cost savings are re-invested wisely
Our other recommendations have been reported to, and accepted by, WPH Board
OUR ACHIEVEMENTS TO DATE
Annual report to tenants (ASR)We were very closely involved in the
development of the reportWe are proud of the final format and
content of the annual reportIt is an informative and clear
document – focusing on the issues that matter to tenants and communities
OUR ACHIEVEMENTS TO DATE We are proud of the processes and protocols
we have put in place to underpin our role: Information sharing agreement with WPHAgreement for admin supportProcess for completing a service review –
takes us from start to finish and through to monitoring and evaluating outcomes for tenants
Templates for information requests and making our evidence based recommendations
Communications plan – how we will work with tenants, officers and Board
SUPPORT Support we have received from WPH includes:
Senior officer is our main link Chair of the Board & Chief Executive are very
committed to ensuring that we receive support we need
Offer for ASP chair to attend Board meetingsASP to attend next Board development eventResident Involvement Officer supportTraining received Access to House Mark benchmark data Our own base Mentoring – Linda Levin
WPH PERSPECTIVE Success of Customer Inspectors
coincided with co-regulation & scrutiny principles
Development of ASR and local offers provided an ideal opportunity for working together
The ASP emerged and developed independently – this approach fitted WPH, not necessarily others
Staff & the Board relationship issues need to be recognised
LESSONS LEARNT (WPH)
Developing a customer focussed publication isn't easy (eg ASR)
Staff initially ‘uneasy’ about, (i) scrutiny / true challenge & (ii) information sharing
Board relationships need to be established Scrutiny Panels need to be organised –
solid foundations of training & basic paperwork. Need to focus on the strands & not get sidetracked.
Walk before panel can run (in terms of service area and time)
LESONS LEARNT (ASP)
Team work - it is important to build strong relationships between scrutiny members and with other tenants, officers and Board.
Get organised – develop processes to continually guide your work as a scrutiny panel...otherwise it becomes a free for all!
Get a mentor – for independent advice and guidance
NEXT STEPS? Recommendations made to WPH Board
on ASB – now looking at reinvestment of resulting savings
The big one…the Repairs Service Training for new members Formal liaison with Chair and Board
(inc Governance review) Share our experiences / paperwork
through Co-regulatory Champion process
THANK YOU FOR LISTENING
Any questions?
Jean Robinson, ASP
(0776 264 1297)
Mark Armstrong, WPH(0151 666 7001)