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Hearing your voice

Our customers come first. We can only improve and deliver better services if we listen to you. We want to provide you with opportunities to talk to us in a way that suits you.

Currently, there are at least six ways for customers to have their say through our ‘Your Voice’ work.

This includes everything from a simple feedback message to our scrutiny panel, holding us to account for the work we do.

We now want to make sure our scrutiny model is fit for purpose and that you feel empowered, make an impact and feel valued.

Scrutiny Panel review

As part of this review, we will be consulting with customers about which of the below scrutiny methods you would prefer and if you would like to be involved. This feedback will be collected in lots of different ways so keep an eye on our website and social media for more information on how to have your say.

Our Scrutiny Panel

Our current Tenant Led Scrutiny Panel (TLSP) is a formal panel that meets on a monthly basis. This is part of our improve it approach to ensuring we deliver our services in the best ways possible.

The current panel have now scrutinised and written reports on eight areas since they began in 2010 including responsive repairs, empty homes, grounds maintenance and customer satisfaction.

They present their findings and recommendations to our Board and have shaped much of our work over the last decade, including out of hours appointments, the implementation of text messaging and the procurement of grounds maintenance contracts.

However, we want to take this to the next level so we want to review this method. The aim of this is to give more customers the opportunity to have their say and see more of our customers represented.

What is scrutiny and the role of the scrutiny panel/group?

  • To work on behalf of our customers, ensuring that we provide customer-centred services of the highest standard.
  •  To form an integral part of our governance and co-regulation structure through effective links with the Board and the Executive Leadership Team.
  • To take an independent view of our performance
  • To establish priorities for reviewing our performance
  • To oversee tenant led scrutiny activities
  • To collect evidence to enable our services to be scrutinised
  • To assess our performance against agreed standards
  • To hold the Board and Executive Leadership Team to account where performance falls below National Standards or additional higher standards that we have offered.

 

Our proposals

Research into other engagement and scrutiny models found that formal groups and panels are becoming less effective and techniques of short, sharp focused scrutiny are becoming more popular – and, more importantly, more effective.

We are creating a Challenge it Panel, which will look at and analyse our key performance indicators and commission pieces of work in areas they choose. Following a review, a report will be delivered to our Board.

  • The Challenge it Panel will include up to 12 customers and they can be on the panel for up to three years
  • The task and finish group and the scrutiny bootcamp will have a mix of core members that will be involved in every review they carry out, and members that are interested in that particular topic therefore will work on reviews in an ad hoc way.

This way we can get a blend of continuity and give opportunity for our customers to develop their skills with us whilst getting people involved in short bursts of activity when they have the time to give – widening the opportunity for people to get involved, have an impact and gain experience.

We are refreshing our current format as recruitment is low and we want to and feel we can achieve more under ‘a new model.

Option one: Task and finish group

  • A structured scrutiny group set over a period of up to 12 weeks, with frequency and length of meetings to be discussed and agreed at first meeting.
  • The group will be made up of some core members and some ad-hoc members whose interest lies within the specific area of scrutiny – up to 12 members in total.
  • The group will aim to produce a minimum of two scrutiny reviews in a calendar year.
  • They will have access to specific training including report writing, chairing meetings and so on.
  • They will be commissioned by the Panel to scrutinise identified areas of operation.
  • In carrying out scrutiny, the group will collect and review information and evidence, conduct or arrange reality checking, and carry out research (such as peer performance/best practice) to inform its findings and recommendations.
  • The Group will produce a report confirming its findings and recommendations for agreement with the Panel ahead of it being reported to the Executive Leadership Team and the Board.
  • To liaise and share information with any tenants and residents who serve separately on the Board or Committees.

Option two: Scrutiny bootcamp

  • This will be an intensive workshop approach of up to three consecutive days where customers and relevant staff are able to complete research, look at findings and make recommendations and complete a report.
  • The group will be made up of some core members and some ad-hoc members whose interest lies within the specific area of scrutiny – up to 12 members in total.
  • The group will aim to produce a minimum of two scrutiny reviews in a calendar year.
  • The Group will be commissioned by the Panel to scrutinise identified areas of operation.
  • In carrying out scrutiny, the group will collect and review information and evidence, conduct or arrange reality checking, and carry out research (such as peer performance/best practice) to inform its findings and recommendations.
  • The Group will produce a report confirming its findings and recommendations for agreement with the Panel ahead of it being reporting to the Executive Leadership Team and the Board.
  • To liaise and share information with any customers who serve separately on the Board or Committees.

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