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Knightstone inspecting with impact - bridging the gap Exeter
This document summarizes a workshop on resident involvement in inspections at Knightstone Housing. It introduces the Family of Groups, which includes the Resident Involvement Strategy Group and Business Improvement Group. The Business Improvement Group consists of resident inspectors who undergo training and conduct inspections to scrutinize Knightstone's performance. The inspectors follow an 8-stage process from setting the annual inspection program to ongoing monitoring. Their inspections have led to 94 recommendations, 72% of which have been implemented, saving £174,000 by using resident inspectors instead of external auditors.
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Knightstone inspecting with impact - bridging the gap Exeter
- 1. Inspecting with Impact– adding value from beginning to end TPAS SW Conference, Exeter Mon 9th February 2015
- 2. Dave Page,Resident Inspector and Chair of the Business Improvement Group (BIG) Chris Handscomb, Vice Char of the Business Improvement Group (BIG) Dave Withers, Chair of the Resident Involvement Strategy Group (RISG) Stella Milsom, Resident Involvement Manager Your workshop hosts are……
- 3. Meet our Familyof Groups, placing our residents at the heart of the governance of Knightstone The journey so far…… Bringing it all together Stretching your legs! Time for some questions The Workshop
- 4. Meet our Family ofGroups (FoG)
- 5. Board Resident Involvement Strategy Group (RISG) Business Improvement Group (BIG) Communication s Group(CG) Equalities Group (EG) Contract Performance Management Group (CPMG) E-panel Priorities Group (PG) Family of Groups (FoG)
- 6. • Terms ofreference including membership terms • Role descriptions for both resident volunteer and staff members • A workplan or agenda planner • Agendas and minutes of business meetings, these are available on our website Every group has….
- 7. • 15 memberswith equal voting rights – 8 elected resident members – 7 Assistant Directors – Resident Chair and Vice Chair • Resident members are elected for a 3 year term through partial annual elections • The group scrutinise our performance and shape developing policies and strategies • Agendas and minutes are published to our website Resident Involvement Strategy Group (RISG)
- 8. • This ourgroup of Resident Inspectors • Established in 2010 our Resident Inspectors have undertaken 100 hours of training to understand the organisation, performance management information and how conduct an effective evidence based inspection • BIG have an annual programme of inspections and will carryout at least 3 inspections a year of their choice. Business Improvement Group (BIG)
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- 10. • In theWinter of 2010 we worked with Resident Volunteers to form the Business Improvement Group • This was one of our responses to co-regulation • Although we did a selection process no-one was deselected! • We worked together to develop a training and support programme • Our new resident inspectors did a 100 hours of training and this all came together in pilot inspection in July 2012 How it all began…….
- 11. • Welcome toKnightstone • Effective meetings • Interviewing skills and surveys • Team working • Understanding performance information and interpreting data • Basic Project Management • Report writing • Triangulation of evidence and forming questions • Equality and diversity training • Lots of shadowing………. Training included…….
- 12. Stage 1 :Setting the annual Inspection Programme Stage 2: Scoping the individual inspection Stage 3: Desk top review Stage 4: Gathering more data, interviews, surveys, shadowing Stage 5: Drawing our conclusions Stage 6: Writing the report and making our recommendations Stage 7: Business response to recommendations Stage 8: On going monitoring of actions The Lifecycle of an Inspection
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- 18. Write our Report and makeour recommendations Stage 6
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- 21. • Communication withresidents during stock swaps • Out of hours service – Invicta • Customer contact service • Grounds Maintenance • Voids process • Expressions of dissatisfaction, complaints and compliments • Financial transactions • Current Mobile working (in progress) • Examples of our reports are available today and on the Knightstone website Our Inspections
- 22. • BIG isjust completing their 8th Inspection • 94 recommendations made • 68 (72.5%) have been accepted and acted upon by the business • “The best standard of resident report I have seen, very professional” – quote from our external auditors • On average each inspection takes 36 days and involves 290 hours of volunteering • We have saved £174,000 by our resident inspectors carrying out these inspections and not engaging external auditors • They bring us the unique resident perspective Facts and Figures
- 23. What staff whohave been inspected say…..
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- 25. • BIG maderecommendation this was not clear • The response was the Head of Policy is to review the existing policy • We held a resident focus group to work on the policy • Outcome was shared back with participants • The final draft shared with over 300 residents for comment • Refinements made to documentation • The new policy and procedure was then considered by RISG • Final refinements made before launch of new policy and procedure including feedback from frontline staff • Audit and Assurance Committee and RISG will updated on delivery • RISG will scrutinise the payment of Discretionary Compensation biannually. Discretionary Compensation Payments
- 26. Time to stretch yourlegs!!
- 27. Exercise – 10minutes Thinking about what you have heard from us, is there anything you would like to take back to your own organisation?
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- 29. If after todayyou want to know more please contact: Stella Milsom, Resident Involvement Manager Email: stella.milsom@knightstone.co.uk Tel: 01934 526345
- 30. Inspecting with Impact– adding value from beginning to end TPAS SW Conference, Exeter Mon 9th February 2015