Localism and tenant scrutiny  <ul><li>Linda Levin  </li></ul><ul><li>11 th  March 2011 </li></ul>
Summary of measures <ul><li>Abolition of Tenant Services Authority (TSA) </li></ul><ul><li>Transfer of functions to Homes ...
What does all of this mean? <ul><li>Local people having greater influence and choice  </li></ul><ul><li>Opportunities for ...
Yes but....what does all of this mean? <ul><li>Local offers – what tenants want </li></ul><ul><li>Landlords must involve t...
Yes but....what does all of this mean? <ul><li>Tenant scrutiny and empowerment </li></ul><ul><li>Tenants judging quality o...
Tenant Scrutiny & Empowerment  <ul><li>How will you know if your are doing it ‘right’? </li></ul><ul><li>The only ‘rule’ i...
Example of scrutiny process
Example of scrutiny process...cont’d  <ul><li>Scrutiny panel decides  on scrutiny reviews priorities by examining performa...
Key ingredients for successful scrutiny  <ul><li>Building skills & independence </li></ul><ul><li>Communication </li></ul>...
Key ingredients for successful scrutiny...cont’d  <ul><li>Clear roles and responsibilities </li></ul><ul><li>Person specif...
Thanks for listening -any questions? <ul><li>[email_address] </li></ul><ul><li>Tel: 07967 342436 </li></ul><ul><li>www.ten...
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Localism and tenant scrutiny ll

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Localism and tenant scrutiny ll

  1. 1. Localism and tenant scrutiny <ul><li>Linda Levin </li></ul><ul><li>11 th March 2011 </li></ul>
  2. 2. Summary of measures <ul><li>Abolition of Tenant Services Authority (TSA) </li></ul><ul><li>Transfer of functions to Homes and Communities Agency (HCA) </li></ul><ul><li>Focus on financial regulation </li></ul><ul><li>Reforms to regulation of social housing </li></ul><ul><li>Focus on setting of clear standards & addressing serious failures </li></ul><ul><li>Changes in complaints handling </li></ul><ul><li>One Ombudsman for all social housing </li></ul><ul><li>Introduction of a ‘democratic filter’ </li></ul><ul><li>New power for the Ombudsman </li></ul>
  3. 3. What does all of this mean? <ul><li>Local people having greater influence and choice </li></ul><ul><li>Opportunities for tenants to be involved in the management of their homes and hold landlord to account </li></ul>
  4. 4. Yes but....what does all of this mean? <ul><li>Local offers – what tenants want </li></ul><ul><li>Landlords must involve their tenants in agreeing what they want </li></ul><ul><li>Tenants deciding what ‘excellent’ looks like </li></ul><ul><li>Choice is key </li></ul><ul><li>Existing service standards may not fit the bill.... </li></ul>
  5. 5. Yes but....what does all of this mean? <ul><li>Tenant scrutiny and empowerment </li></ul><ul><li>Tenants judging quality of services </li></ul><ul><li>Tenants deciding priorities for improvement </li></ul><ul><li>It’s the next step on the journey </li></ul><ul><ul><li>First we had performance indicators – quality was not the focus </li></ul></ul><ul><ul><li>Then along came inspection – performance and quality </li></ul></ul><ul><ul><li>Then we got a new regulator who was interested in quality as well as the finances </li></ul></ul>
  6. 6. Tenant Scrutiny & Empowerment <ul><li>How will you know if your are doing it ‘right’? </li></ul><ul><li>The only ‘rule’ is that arrangements are based on what tenants want </li></ul><ul><li>Performance measurement that matters to tenants – linked to local service standards determined by tenants </li></ul><ul><li>Scrutiny and inspection arrangements – must be tenant led if it is to be effective </li></ul><ul><li>“ The officers used to give us information and we provided comments. Now we are taking the lead – we say what we want to review and what type of information we want.” </li></ul>
  7. 7. Example of scrutiny process
  8. 8. Example of scrutiny process...cont’d <ul><li>Scrutiny panel decides on scrutiny reviews priorities by examining performance and customer feedback </li></ul><ul><li>Review stages </li></ul><ul><ul><li>Fact finding: officer presentation based on scrutiny panel brief giving an overview; review of policies, procedures, performance, feedback, etc </li></ul></ul><ul><ul><li>Compare and challenge: how and what are the best in class doing? Views of tenants who have used the service? </li></ul></ul><ul><ul><li>Recommendations: the panel’s own report </li></ul></ul><ul><ul><li>Monitoring and review: outcomes for </li></ul></ul><ul><ul><li>tenants </li></ul></ul>
  9. 9. Key ingredients for successful scrutiny <ul><li>Building skills & independence </li></ul><ul><li>Communication </li></ul><ul><li>Negotiation, influencing and assertiveness </li></ul><ul><li>Evidence gathering </li></ul><ul><li>Analysis and research </li></ul><ul><li>Building relationships </li></ul><ul><li>Other tenants </li></ul><ul><li>Staff and senior managers </li></ul><ul><li>Board </li></ul>
  10. 10. Key ingredients for successful scrutiny...cont’d <ul><li>Clear roles and responsibilities </li></ul><ul><li>Person specification / description </li></ul><ul><li>Shared understanding </li></ul><ul><li>Information sharing agreements </li></ul><ul><li>Additional support </li></ul><ul><li>Coaching & mentoring </li></ul><ul><li>Ongoing training and development </li></ul><ul><li>Resources – e.g. Internet access, meeting room </li></ul>
  11. 11. Thanks for listening -any questions? <ul><li>[email_address] </li></ul><ul><li>Tel: 07967 342436 </li></ul><ul><li>www.tenantadvisor.net </li></ul>

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