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resident engagement and scrutiny patrick harkness 15 june 2011

resident engagement and scrutiny patrick harkness 15 june 2011. in association with. introduction to dome what did the regulator intend? how have we responded? barriers and pitfalls future questions and answers. in association with.

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resident engagement and scrutiny patrick harkness 15 june 2011

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  1. resident engagement and scrutiny patrick harkness 15 june 2011 in association with

  2. introduction to dome • what did the regulator intend? • how have we responded? • barriers and pitfalls • future • questions and answers in association with Capital Building, Tyndall Street, Cardiff CF10 4AZ 99 City Road, London EC1Y 1AX T: 029 2047 4466

  3. 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 in association with Capital Building, Tyndall Street, Cardiff CF10 4AZ 99 City Road, London EC1Y 1AX T: 029 2047 4466

  4. 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 in association with Capital Building, Tyndall Street, Cardiff CF10 4AZ 99 City Road, London EC1Y 1AX T: 029 2047 4466

  5. 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 in association with Capital Building, Tyndall Street, Cardiff CF10 4AZ 99 City Road, London EC1Y 1AX T: 029 2047 4466

  6. 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 in association with Capital Building, Tyndall Street, Cardiff CF10 4AZ 99 City Road, London EC1Y 1AX T: 029 2047 4466

  7. 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 in association with Capital Building, Tyndall Street, Cardiff CF10 4AZ 99 City Road, London EC1Y 1AX T: 029 2047 4466

  8. 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 in association with Capital Building, Tyndall Street, Cardiff CF10 4AZ 99 City Road, London EC1Y 1AX T: 029 2047 4466

  9. four pillars of scrutiny • S pillar 4 governance in association with Capital Building, Tyndall Street, Cardiff CF10 4AZ 99 City Road, London EC1Y 1AX T: 029 2047 4466

  10. how have we responded? • enthusiastically • recognising and internalising engagement • efficiencies • solving problems and improving performance • but significant barriers and pitfalls in association with Capital Building, Tyndall Street, Cardiff CF10 4AZ 99 City Road, London EC1Y 1AX T: 029 2047 4466

  11. 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 in association with Capital Building, Tyndall Street, Cardiff CF10 4AZ 99 City Road, London EC1Y 1AX T: 029 2047 4466

  12. 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 in association with Capital Building, Tyndall Street, Cardiff CF10 4AZ 99 City Road, London EC1Y 1AX T: 029 2047 4466

  13. practical/process examples 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 in association with Capital Building, Tyndall Street, Cardiff CF10 4AZ 99 City Road, London EC1Y 1AX T: 029 2047 4466

  14. 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 in association with Capital Building, Tyndall Street, Cardiff CF10 4AZ 99 City Road, London EC1Y 1AX T: 029 2047 4466

  15. beware: early frustrations • needs to be embraced by whole organisation • confidence in process – right pace – be patient • staff 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 in association with Capital Building, Tyndall Street, Cardiff CF10 4AZ 99 City Road, London EC1Y 1AX T: 029 2047 4466

  16. challenges recruitment 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 in association with Capital Building, Tyndall Street, Cardiff CF10 4AZ 99 City Road, London EC1Y 1AX T: 029 2047 4466

  17. what works clear, 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 in association with Capital Building, Tyndall Street, Cardiff CF10 4AZ 99 City Road, London EC1Y 1AX T: 029 2047 4466

  18. 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 in association with Capital Building, Tyndall Street, Cardiff CF10 4AZ 99 City Road, London EC1Y 1AX T: 029 2047 4466

  19. 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 in association with Capital Building, Tyndall Street, Cardiff CF10 4AZ 99 City Road, London EC1Y 1AX T: 029 2047 4466

  20. 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 in association with Capital Building, Tyndall Street, Cardiff CF10 4AZ 99 City Road, London EC1Y 1AX T: 029 2047 4466

  21. 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 in association with Capital Building, Tyndall Street, Cardiff CF10 4AZ 99 City Road, London EC1Y 1AX T: 029 2047 4466

  22. 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 in association with Capital Building, Tyndall Street, Cardiff CF10 4AZ 99 City Road, London EC1Y 1AX T: 029 2047 4466

  23. contact patrick@domeconsultants.co.uk 02920 474456 www.domeconsultants.co.uk in association with Capital Building, Tyndall Street, Cardiff CF10 4AZ 99 City Road, London EC1Y 1AX T: 029 2047 4466

  24. THANKS TO: AMICUSHORIZON, BROMFORD SOVEREIGN TARKA TEIGN TOR WESTCOUNTRY in association with Capital Building, Tyndall Street, Cardiff CF10 4AZ 99 City Road, London EC1Y 1AX T: 029 2047 4466

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