Resident Quality Assessor Programme Trisha James Helping members to deliver excellent customer

1. Resident Quality Assessor Programme Trisha James Helping members to deliver excellent customer focused services

2. Residents Quality Assessors Course • Why offering it? • What it is? • Who can go on it? • How will it be delivered? • When will it be available? Helping members to deliver excellent customer focused services

3. Why Offer It? • Give residents the opportunity to gain an accredited qualification with opportunity to continue to further study • Enable tenants to make a real difference to services to tenants • Give tenants a wider understanding of the housing sector Helping members to deliver excellent customer focused services

4. Why Offer It? • Enable tenants to gain a wide range of transferable skills including: • Interpersonal skills • Communication skills • Report writing • Meeting skills • Research skills Helping members to deliver excellent customer focused services

5. Why Offer it? Respond to the government agenda TSA – Interim Corporate Plan “There will be an enhanced role for tenant led self inspection as part of self assessment” (pg 7) “ There will be greater reliance on provider self-assessment and our risk assessment will take account of quality assured self assessment processes, including resident led scrutiny and independent validation” (pg11) Helping members to deliver excellent customer focused services

6. Benefits to Landlord Trained residents who will: • Be an in-house resource for conducting reality checks on services • Be able to get involved in a constructive and influential way • Give a realistic customer perspective on services • Provide considered feedback on what works well and what could be improved Helping members to deliver excellent customer focused services

7. Benefits for Residents • Gain confidence in their abilities • Gain an understanding of how a housing organisation functions • Increase their knowledge and skills which may lead to employment opportunities • Have a greater say in how the organisation delivers its services Helping members to deliver excellent customer focused services

8. Benefits for Residents Become a student member of CIH • CIH Housing E-zine • Free Inside Housing weekly publication • Free CIH Housing magazine • Access to Career Development Service on line • Access to Practice Online • Discounts on books, events and training Helping members to deliver excellent customer focused services

9. What is it? • Level 2 qualification • Accredited by the Charted Institute of Housing • Trains tenants to • Inspect properties, voids, repairs, etc • Audit processes • Get Customer feedback Helping members to deliver excellent customer focused services

10. Proposed Structure of the Course • Over 15 weeks • 7 Tutored group sessions • I study week between each session • 3 weeks for carrying out inspection project in organisations between session 5 and 6 • 3 assignments • 6 Directed study tasks Helping members to deliver excellent customer focused services

11. Organisational Objectives and Goals Organisational Objectives and Goals Organisational Objectives and Goals Delivering the Service Delivering the Service Delivering the Service S E R V I C E R E V I E W S S E R V I C E R E V I E W S S E R V I C E R E V I E W S Measuring the Service Measuring the Service Measuring the Service Customer Feedback (Surveys and complaints) Customer Feedback (Surveys and complaints) Customer Feedback (Surveys and complaints) Performance Reporting Performance Reporting Performance Reporting Quality Assessors Quality Assessors Quality Assessors Monitoring the Service Monitoring the Service Monitoring the Service Customer Monitoring /Scrutiny Panel Customer Monitoring /Scrutiny Panel Customer Monitoring /Scrutiny Panel Management Team Management Team Management Team Board Board Board Role of Quality Assessors within the Organisation

12. Tenant Inspectors • Inspectors will: • Inspect estates • Communal areas • Office reception areas • Void properties • Responsive repairs • Planned works • Survey customers • Check websites • Read leaflets etc. Helping members to deliver excellent customer focused services

13. The Role of Inspectors • Ensure service outcomes are what the customer wants • Check that the standards that have been set are being delivered in all service areas • Identify where and why “service failures” occur • Make suggestions for changes that improve the service • Achieve efficiencies Helping members to deliver excellent customer focused services

14. Auditors Tenant Auditors will: • Carry out quality assurance audits • Hold focus groups • Shadow staff • Telephone customers for feedback • Members of service review teams Helping members to deliver excellent customer focused services

15. Who Can Go On IT? • Tenants of Housing Organisations • Supported by their Landlord • Gone through the selection process • Application • Taster Day • Expression of interest • Possibly Interview Helping members to deliver excellent customer focused services

16. How will it be delivered Each Course will consist of a mixture of: • Tutored sessions • Assignments • Projects in organisation • Support from tutors • Each course lasts approximately 15 weeks Helping members to deliver excellent customer focused services

17. When will it be available? • Began in January - 14 students • Inspectors Course • In the North West • Further courses on demand but regionally based Helping members to deliver excellent customer focused services

18. For More Information Contact • Trisha James Membership Manager and Head of Centre Tel: 07887 755467 Email: justhousing@virgin.net • Terry Page Membership Director Tel: 07968 23123 Email: tpage@justhousing.net Helping members to deliver excellent customer focused services