Wph

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  • We act as a link between all tenants and WPH.
  • Wph

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

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