resident engagement and scrutiny patrick harkness 15 june 2011 in association with
TRANSCRIPT
resident engagement and scrutiny patrick harkness15 june 2011
in association with
Capital Building, Tyndall Street, Cardiff CF10 4AZ 99 City Road, London EC1Y 1AX T: 029 2047 4466
in association with
introduction to dome
what did the regulator intend?
how have we responded?
barriers and pitfalls
future
questions and answers
Capital Building, Tyndall Street, Cardiff CF10 4AZ 99 City Road, London EC1Y 1AX T: 029 2047 4466
in association with
communication
100+ places – changes to management and/or ownership
stakeholder management
nfp and housing sectors
legal, compliance, process and efficiencies, hr, od,
leadership, coaching, stakeholders, reputation,
consultation, engagement
Capital Building, Tyndall Street, Cardiff CF10 4AZ 99 City Road, London EC1Y 1AX T: 029 2047 4466
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recent engagement and stakeholder work with:
aster, sovereign group , tarka, teign, westcountry, devon
and cornwall, tor, penwith
personal experience at the most senior levels, across uk –
board membership (rps, groups, other (e.g. shelter)
nfp interim
Capital Building, Tyndall Street, Cardiff CF10 4AZ 99 City Road, London EC1Y 1AX T: 029 2047 4466
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gold award advisers on community empowerment and
community cohesion
accredited access to education: community governance,
with centre for community and lifelong learning university
of wales. transportable credits from foundation to phd
level for staff and tenants
community audit and brokering
Capital Building, Tyndall Street, Cardiff CF10 4AZ 99 City Road, London EC1Y 1AX T: 029 2047 4466
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resident engagement
is evolving rapidly – response to change (eg inspections)
Consumerist: response to lack of choice?
makes good business sense
, use of technology
no single answer – needs to work with dynamic of landlord and
tenants
Capital Building, Tyndall Street, Cardiff CF10 4AZ 99 City Road, London EC1Y 1AX T: 029 2047 4466
in association with
what did the regulator intend?
influencing, or direct participation in decision-making
• feedback on services, outcomes,decisions, policies
• involvement in design of policies or services
• involvement in delivery of services
• involvement in assessment of services
Capital Building, Tyndall Street, Cardiff CF10 4AZ 99 City Road, London EC1Y 1AX T: 029 2047 4466
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what did the regulator intend?
tenants and providers to work together on performance; share best practice challenge and shape activities of management and governors
whole organisation: constitution, governance, business, services
independence from governance and management structures
formality in operation
power for residents to challenge and effect change
Capital Building, Tyndall Street, Cardiff CF10 4AZ 99 City Road, London EC1Y 1AX T: 029 2047 4466
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S pillar 1 landlord consultation
pillar 2 representation advocacy.
pillar3 community issues
four pillars of scrutiny
pillar 4governa
nce
Capital Building, Tyndall Street, Cardiff CF10 4AZ 99 City Road, London EC1Y 1AX T: 029 2047 4466
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how have we responded?
enthusiastically
recognising and internalising engagement
efficiencies
solving problems and improving performance
but significant barriers and pitfalls
Capital Building, Tyndall Street, Cardiff CF10 4AZ 99 City Road, London EC1Y 1AX T: 029 2047 4466
in association with
what do we understand by scrutiny?organisational
critical friend, working for residents
improving tenants’ experience while delivering efficiencies
dedicated to develop thinking and approach
delivering tenant influence into strategic decision making
allow for change and flexibility
driven resident priorities throughout whole business
relationship to governance
Capital Building, Tyndall Street, Cardiff CF10 4AZ 99 City Road, London EC1Y 1AX T: 029 2047 4466
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what do we understand by scrutiny?practical/process
part of the co-regulation process
activities - mystery shoppers, peer reviews, walkabouts, audit, inspections
accountability panel
residents’ forum
Capital Building, Tyndall Street, Cardiff CF10 4AZ 99 City Road, London EC1Y 1AX T: 029 2047 4466
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panel commissions auditors. small groups monitor local offers. resident involvement teams monitor performance
longitudinal mass market research; offer/theme groups; influence group – part resident board members, part customer inspection advisers
formal structures for resident governance – area panels – local issues - nominate to residents council which can trigger action - or be triggered by area panels. area panels include independents; council relates to board
practical/processexamples
Capital Building, Tyndall Street, Cardiff CF10 4AZ 99 City Road, London EC1Y 1AX T: 029 2047 4466
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barriers/pitfalls
beware: early frustrations
initially: lack of commitment
Challenge to status quo – work out what’s valued/of value
lack of understanding of roles
unclear expectations
communication issues
agreeing and reviewing achievable outcomes
time commitment – staff and residents
Capital Building, Tyndall Street, Cardiff CF10 4AZ 99 City Road, London EC1Y 1AX T: 029 2047 4466
in association with
beware: early frustrations
needs to be embraced by whole organisation
confidence in process – right pace – be patientstaff understanding of roles – involve early
under-estimating support needed for residents to be effective
recruiting for existing skills or attitude – balance?
how does scrutiny fit with existing structure, internally and externally – risk of isolation
tailored and fluid response and support
Capital Building, Tyndall Street, Cardiff CF10 4AZ 99 City Road, London EC1Y 1AX T: 029 2047 4466
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challengesrecruitment
creating a new industry/bureaucracy/hierarchy
demonstrating the difference
managing (dis)connections – perceived removal of influence
clarity about relationship between scrutiny and board
staff cannot “manage” a scrutiny group
follow through
conflict/issue management
Capital Building, Tyndall Street, Cardiff CF10 4AZ 99 City Road, London EC1Y 1AX T: 029 2047 4466
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what worksclear, committed leadership at most senior levels: principles
clear link between ri, scrutiny, governance, service and performance
board hear tenants more clearly – but with independence for scrutiny group
flexibility in larger structures to use larger numbers of people across range of activities – independents
use of technology e.g. facebook, survey monkey
Capital Building, Tyndall Street, Cardiff CF10 4AZ 99 City Road, London EC1Y 1AX T: 029 2047 4466
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what works
training – overall and specific
capacity building for group and personal development – staff, management, residents
consistent communications for all
inclusivity at the start
consider external support (clean hands), but beware off the shelf solutions
Capital Building, Tyndall Street, Cardiff CF10 4AZ 99 City Road, London EC1Y 1AX T: 029 2047 4466
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outcomes
shared sense of purpose, values, culture
staff value challenge
staff recognition of skills and knowledge of residents
maturity – challenge and support
easier to show where residents have made a difference
residents introducing ideas – not passive
Capital Building, Tyndall Street, Cardiff CF10 4AZ 99 City Road, London EC1Y 1AX T: 029 2047 4466
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outcomes
influence over policy changes
peer reviews prioritised by residents
peer review as preparation for inspections
service review outcomes directly monitored by residents
demonstrable change to processes
service reviews re-directing resources – vfm
Capital Building, Tyndall Street, Cardiff CF10 4AZ 99 City Road, London EC1Y 1AX T: 029 2047 4466
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outcomes
from information dissemination to discussion and contribution
formalised action planning
strategic engagement – e.g. merger
simultaneous recommendations: scrutiny: board: residents’ councils
leaner – are hearing the majority, not the minority – and it costs less
cohesion - local to organisational
resident development plan; recruitment, rewards, recognition policy
learning log
Capital Building, Tyndall Street, Cardiff CF10 4AZ 99 City Road, London EC1Y 1AX T: 029 2047 4466
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the future
multiple challenges for all stakeholders – political, economic, social, technological
changed relationships at the core – tenancy, funding, customers, other providers, markets
political and media assault: residents’ status in society; incomes, benefits, compact with landlord
landlords role under stress, new thinking
business, personal and community benefits of resident involvement, : personal and social capital – potential and challenges greater than ever
Capital Building, Tyndall Street, Cardiff CF10 4AZ 99 City Road, London EC1Y 1AX T: 029 2047 4466
in association with
contact
02920 474456
www.domeconsultants.co.uk
Capital Building, Tyndall Street, Cardiff CF10 4AZ 99 City Road, London EC1Y 1AX T: 029 2047 4466
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THANKS TO:
AMICUSHORIZON, BROMFORD
SOVEREIGN TARKA
TEIGN TOR
WESTCOUNTRY