Together we make a difference

Barnsley Federation of Tenants and Residents

Designated Tenant Panel

Our Journey

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Who we are..

• Run by team of 8 Executive members

• Series of strategic focus groups

• Management Group

• Tenant scrutiny

• TARAs

• Individual members

• Berneslai Homes support

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Our landlord..

• 3 Star ALMO

• 18,800 homes

• 91% tenant satisfaction

• TPAS Accredited

• Signed up to CIH Complaint Charter

• Your Comments Count

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‘Your comments count’ 2014/15

• Low complaints- 131 Stage 1

- 34 Stage 2

- Main complaint reason = repairs

• 49% stage 1 upheld• 38% stage 2 upheld• 2 Housing Ombudsman – Local Settlements• 0 Tenant Panels but 4 in 2013/14

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Why we wanted a ‘Designated Tenant Panel..’

• Local resolution

• Tenant perspective

• Experience

• Supports scrutiny

• Strengthens the tenant voice

• Driver for service improvements

BUT…….

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Is it right tenants sitting in judgement of other tenants?

Is it a conflict of interest?

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The decision...• We’re not sitting in judgement – we’re

helping resolve issues locally

• Or deciding whether to support the tenant referring to the Ombudsman

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How we developed the panel..

• Berneslai Homes helped develop the process based on their existing ‘Appeal Panel’ process (which includes tenant representatives)

• 10 members recruited and trained March 13

• Registered with the Housing Ombudsman

• Literature produced

• Live May 13

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How it works…• Panel of three. • Set dates every 4 weeks but only meet if case referred.• Berneslai Homes attends to present their investigation• Complainant or representation attend or send in written

information • Opportunity for panel and attendees to ask questions of

each other. • Case discussed in private and decision delivered on the

day

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The reality…

• Only 4 cases in 2 years – 1 withdrawn

• No cases in the last 12 months

• None referred to the Housing Ombudsman by Panel

• None progressed by the complainant

• No service improvements/recommendations

• Confidence in landlord’s approach

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Nature of complaint 

Panel decision

 The replacement of wooden Fascia Boards with UPVC and the payment of a Communal Charge in with rent 

 Not to support the referral 

 The partial removal of Staircase Fixtures and Garden Rubbish when leaving the property  

 Not to support the referral

 The replacement of a Dividing Fence 

 Case withdrawn before hearing

 Trees overhanging onto a garden and a reduction in daylight 

 Not to support the referral

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Tenant Panel’s view 2 years on….. • Great Berneslai Homes are getting it right.• Panels have worked well. • Do complainants really want the local democratic filter

or do they just prefer to wait, or are they happy with the landlord’s response?

• Could we amend the information leaflet and raise the panel’s profile?

• Could the Tenant Panel have a wider remit or be used at an earlier stage?

• We will continue to have a panel – it’s about choice and resolution at a local level.

Together we make a difference

Berneslai Homes’ views 2 years on…

• Great that our decisions have been supported.

• Process has worked.

• Strengthened relationships with Federation.

• Complainants are exercising their right to wait or are happy with our response.

• It offers choice.

• Low levels mean it’s not a huge impact on workload