How Great are you at Resident Involvement?

Tenants and Residents should be at the heart of everything the organisation does• Engagement, empowerment, customer focus• Working relationship between

residents and landlord• Influence over design, delivery and

scrutiny of services

Resident Involvement – What is it?

• Business critical• Business benefits - Improved

services and efficiencies• Benefits to residents -

Enhanced accountability and satisfaction

• Community benefits - Increased social capital and community capacity

Resident Involvement – Why?

What Tenants Want:

• Get the basics right & go the extra mile

• Give us a choice• Make involvement personal• Be accountable

Tenant Involvement Commission

Resident Involvement – Why?

Strategic Commitment to Involvement and Empowerment

Opportunities to involve & influence

Use of Resident feedbackAccountability and PerformanceCommunity Development Support and ResourcesGovernance

Business Critical factors

National Standards

In 2008 the Housing and Regeneration Act established a new social housing regulator, the Tenant Services Authority (TSA) following an extensive consultation with tenants and social housing providers known as the National Conversation. The TSA established a new regulatory regime based upon the principle of ‘co-regulation’.

Following the Localism Act 2011 the role of the social housing regulator changed with the role passing to the Regulatory Committee of the Homes and Communities Agency in April 2012.At the core of the co-regulatory approach is the establishment of National Standards. The standards are now grouped under the titles consumer standards and economic standards.

REGULATION

National Standards

Consumer standards

Tenant Empowerment and InvolvementHomeTenancy Neighbourhood and Community

Regulator will not have a proactive role in monitoring compliance with these standards Intervene if serious detriment

Regulation

National Standards

Economic standards

Value for money Governance and financial viabilityRent

The regulator will set these standards and take a proactive approach to ensure they are met

REGULATION

CO-REGULATION

Co Regulatory ApproachSocial housing regulator

landlord

tenants

residents at the heart

of regulationkey relationship is between landlords and tenants

‘backstop regulation’

3 way relationship

Co- RegulationIn the new approach to regulation the focus is on a co-regulatory approach.

This means that the external social housing regulator sets National Standards but the responsibility for agreeing, monitoring and scrutinising local standards and checking that the organisation meets the consumer National Standards lies with landlords working with their tenants.

The role of the Regulator is reduced and co-regulation has been referred to as ‘back stop’ regulation. The relationship between a landlord and its tenants is key to the approach.

CO-REGULATION

Co-Regulation

In future, the regulator’s responsibilities in relation to the consumer standards will be limited to setting standards and intervening when there is risk of serious harm to tenants (the ‘serious detriment’ test). The regulator will have no role in monitoring how providers deliver the housing service (or ‘consumer’) standards

CO-REGULATION

A co-regulation

CO-REGULATION

Tenant Scrutiny Group

StrategicBoard

Involvement activities - strategicService review or improvement groups

Reality checking evidenceMystery shoppingResident inspectorsResident auditsWalkabouts

Feedback -SatisfactionFocus groupsSurveysComplaints / complementsInformal info

Involvement locally

challenge

accountability

Residents Board

CO-REGULATIONResident Involvement

Scrutiny Governance

• Information• Consultation• Participation• Empowerment • Decision-making

– Joint or Devolved

• Setting– Performance– Standards

• Reviewing and Monitoring

• Independent view of– Processes– Performance

• Evidence Based Highlights of– What is Good?– What needs to Change?

• Holds the Board and Senior Managers to Account

Strategic Board – Economic standards •The Organisation

– Viable– Well Managed– Well Governed

Residents Board- •Delegated responsibility•Consumer Standards

Over to you• How do you involve strategically?• What opportunities do you offer?• How do you collect and use resident intelligence?• How do you ensure accountability and improve

[performance?• How do you work to develop communities?• How do you support staff/residents?• How do you involve residents in Governance?

TPAS – Accreditation in Resident Involvement

Demonstrate your responsiveness to the needs of your residents and potential residents

Highlight your commitment to resident involvement

Show that your resident involvement delivers value for money

Protect and build your reputation for quality involvement and go the extra mile in ensuring your services meet residents diverse needs

Provide an independent re-assurance to both the organisation and residents that attaining the accreditation ensures that you are delivering the highest standards for resident involvement and engagement

• Asis Group Limited• Aspire Housing• Berneslai Homes• Catalyst Communities HA• City West Housing Trust• Chevin Housing Group• Coast & Country Housing• Coastline Housing Association• Derwent Living• East Durham Homes• Eastend Homes• East North East Homes Leeds• Estuary Housing Association

• Flourish Homes• Gedling Homes• Gloucester City Homes• Granta Housing Society• Havebury Housing Partnership• Housing Hartlepool• Howard Cottage HA• Hull City Council• Kirklees Neighbourhood Housing• Lancaster City Council• Leeds Federated Housing• Magna West Somerset HA

Accredited Landlords

• New Charter Homes• North Lincolnshire Homes• Nottingham City Homes• Nottingham Community HA• One Vision Housing• Roddons Housing Association• Salix Homes• Sanctuary Housing Group• Sheffield Homes

• St Leger Homes• Trent and Dove Housing• Wakefield & District HA• Westcountry Housing• West North West Homes Leeds• Wherry Housing Association• Yorkshire Coast Homes• Sutton Housing Partnership• Vale of Aylesbury Housing Trust

Accredited Landlords

Quotes from accredited organisationsKaren Mayhew, Chief Executive Havebury Housing“THE most effective way of checking that tenants really are at heart of the organisation”

Matthew Applegate, Chief Executive Vale of Aylesbury Housing “TPAS accreditation is a seal of quality that shows we’re serious about resident involvement”

Angela Dearing, Assistant Head of Service – Housing & Wellbeing Hull City Council “TPAS Landlord Accreditation is important to Hull City Council as it gives us an external measure on how we are progressing in our partnership with our tenants and helps us identify how we can develop further.”

Andrew Taylor, Chief Executive Sutton Housing Partnership “Working with TPAS was a great way to promote our strengths and also learn where we need to develop as an organisation.”

Neil Brown, Managing Director Circle Housing 33 “Circle Housing wants to be the best at what we do; to achieve that independent accreditation is important. TPAS is helping us achieve our ambition.”

Lynn Clayton, Managing Director Gedling Homes “TPAS has helped ensure the GREAT work our tenants do is acknowledged and celebrated”

Mike Andrews, Chief Executive Nottingham Community Housing Association“TPAS Accreditation confirmed that NCHA offers our tenants a first class range of involvement and personal development opportunities”

Anne Cornelius, CEO Coastline Housing“Achieving TPAS re-accreditation demonstrates how we empower customers to scrutinise and shape Coastline to deliver great homes and services”

Mike Andrews, Chief Executive Nottingham Community Housing Association “TPAS Accreditation confirmed that NCHA offers our tenants a first class range of involvement and personal development opportunities”