Angela Currie, SHBVN CIH Conference September 2013 Scottish - - PowerPoint PPT Presentation

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Angela Currie, SHBVN CIH Conference September 2013 Scottish - - PowerPoint PPT Presentation

Sep 23, 2023 274 likes •519 views

Working with the Charter Angela Currie, SHBVN CIH Conference September 2013 Scottish Housing Best Value Network Fourth Floor, 125 Princes Street, Edinburgh EH2 4AD Scottish Housing Best Value Network is a registered charitable organisation.

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Scottish Housing Best Value Network Fourth Floor, 125 Princes Street, Edinburgh EH2 4AD Scottish Housing Best Value Network is a registered charitable organisation. Charity number: SCO42381

Working with the Charter Angela Currie, SHBVN CIH Conference September 2013

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Scottish Housing Best Value Network Fourth Floor, 125 Princes Street, Edinburgh EH2 4AD Scottish Housing Best Value Network is a registered charitable organisation. Charity number: SCO42381

Overview

  • What’s New?
  • Reporting to SHR
  • Reporting to Tenant’s
  • Customer Satisfaction & Self

Assessment

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Scottish Housing Best Value Network Fourth Floor, 125 Princes Street, Edinburgh EH2 4AD Scottish Housing Best Value Network is a registered charitable organisation. Charity number: SCO42381

SHBVN

  • Benchmarking Club – 15 years
  • Practice Exchange & Self Assessment
  • 80+ members
  • www.shbvn.org.uk
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Scottish Housing Best Value Network Fourth Floor, 125 Princes Street, Edinburgh EH2 4AD Scottish Housing Best Value Network is a registered charitable organisation. Charity number: SCO42381

What’s New

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Scottish Housing Best Value Network Fourth Floor, 125 Princes Street, Edinburgh EH2 4AD Scottish Housing Best Value Network is a registered charitable organisation. Charity number: SCO42381

Key Dates

  • Charter published April 2012
  • Indicators & Technical Guide published

October 2012

  • Customer Satisfaction Guidance published

March 2013

  • Updated Technical Guide published April 2013
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Scottish Housing Best Value Network Fourth Floor, 125 Princes Street, Edinburgh EH2 4AD Scottish Housing Best Value Network is a registered charitable organisation. Charity number: SCO42381

Key Requirements

  • 1. Begin collecting data on 1st April 2013

Submit annually to SHR

  • 2. Conduct large scale customer survey at

least every 3 years

Guidance stipulates how this should be done and can be spread out over 3 years

  • 3. Report Charter results to tenants

By October each year – starting 2014

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Scottish Housing Best Value Network Fourth Floor, 125 Princes Street, Edinburgh EH2 4AD Scottish Housing Best Value Network is a registered charitable organisation. Charity number: SCO42381

New Approach to Scrutiny???

  • Risk based and shifting emphasis on good

governance

  • Desk top exercise for most
  • Data verification visits increased
  • Concerns over accuracy will increase risk

rating

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Scottish Housing Best Value Network Fourth Floor, 125 Princes Street, Edinburgh EH2 4AD Scottish Housing Best Value Network is a registered charitable organisation. Charity number: SCO42381

The Indicators!

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Scottish Housing Best Value Network Fourth Floor, 125 Princes Street, Edinburgh EH2 4AD Scottish Housing Best Value Network is a registered charitable organisation. Charity number: SCO42381

Summary

37 Charter Indicators

– 25 New – 6 Amended – 6 Existing

–11 are satisfaction –4 LA's only –2 each to Gypsies and Factors

32 Contextual Indicators

– 5 New – 8 Amended – 19 Existing

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Scottish Housing Best Value Network Fourth Floor, 125 Princes Street, Edinburgh EH2 4AD Scottish Housing Best Value Network is a registered charitable organisation. Charity number: SCO42381

7 Repairs Indicators

  • 7. % of stock meeting the SHQS.
  • 8. % of properties at or above the appropriate NHER

(National Home Energy Rating) or SAP (Standard Assessment Procedure) ratings specified in element 35 of the SHQS.

  • 11. Average length of time taken to complete emergency repairs.
  • 12. Average length of time taken to complete non-emergency

repairs.

  • 13. % of reactive repairs carried out in the last year completed

right first time.

  • 14. % of repairs appointments kept.
  • 15. % of properties had a gas safety check completed by the

anniversary date.

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Scottish Housing Best Value Network Fourth Floor, 125 Princes Street, Edinburgh EH2 4AD Scottish Housing Best Value Network is a registered charitable organisation. Charity number: SCO42381

3 Repairs Satisfaction Indicators

  • 9. Percentage of tenants satisfied with the

standard of their home when moving in.

  • 10. Percentage of tenants satisfied with the

quality of their home.

  • 16. Percentage of tenants who have had

repairs or maintenance carried out in last 12 months satisfied with the repairs and maintenance service.

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Scottish Housing Best Value Network Fourth Floor, 125 Princes Street, Edinburgh EH2 4AD Scottish Housing Best Value Network is a registered charitable organisation. Charity number: SCO42381

Reporting & Auditing

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Scottish Housing Best Value Network Fourth Floor, 125 Princes Street, Edinburgh EH2 4AD Scottish Housing Best Value Network is a registered charitable organisation. Charity number: SCO42381

Annual Report to Tenants

  • Landlords must publish report by

end of October (2014 start)

  • Tenants and service users must

have say in content

  • New requirement for all social

landlords

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Scottish Housing Best Value Network Fourth Floor, 125 Princes Street, Edinburgh EH2 4AD Scottish Housing Best Value Network is a registered charitable organisation. Charity number: SCO42381

Beware……….

  • SHR doubling their data verification visits
  • On-site checking of data provided via APSR

and ARC

  • Forensic analysis of the records
  • Need to be prepared
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Scottish Housing Best Value Network Fourth Floor, 125 Princes Street, Edinburgh EH2 4AD Scottish Housing Best Value Network is a registered charitable organisation. Charity number: SCO42381

Help Available

  • Data Matters – SHR Publication
  • SFHA Guide on the Charter Indicators
  • SHBVN validation service
  • Consultants/Auditors
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Scottish Housing Best Value Network Fourth Floor, 125 Princes Street, Edinburgh EH2 4AD Scottish Housing Best Value Network is a registered charitable organisation. Charity number: SCO42381

Customer Satisfaction Measurement & Self Assessment

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Scottish Housing Best Value Network Fourth Floor, 125 Princes Street, Edinburgh EH2 4AD Scottish Housing Best Value Network is a registered charitable organisation. Charity number: SCO42381

Large Scale Survey

  • Every 3 years minimum
  • Guidance stipulates sample sizes, acceptable

methodology, weighting etc.

  • Have you decided:
  • When
  • Methodology
  • Sample Size
  • Lead Officer
  • Budget
  • Analysis
  • External commission
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Scottish Housing Best Value Network Fourth Floor, 125 Princes Street, Edinburgh EH2 4AD Scottish Housing Best Value Network is a registered charitable organisation. Charity number: SCO42381

STAR in Scotland

  • Includes SHR requirements in core questions
  • Additional bank of questions to choose from
  • Free of charge
  • Survey Monkey template for SHBVN members
  • Can benchmark results
  • www.shbvn.org.uk
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Scottish Housing Best Value Network Fourth Floor, 125 Princes Street, Edinburgh EH2 4AD Scottish Housing Best Value Network is a registered charitable organisation. Charity number: SCO42381

Other Methods

  • Telephone
  • Postal
  • Face-to-face

Report result to SHR plus ……………..

  • Sample size
  • Methodology
  • Return rate
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Scottish Housing Best Value Network Fourth Floor, 125 Princes Street, Edinburgh EH2 4AD Scottish Housing Best Value Network is a registered charitable organisation. Charity number: SCO42381

Repairs & Maintenance Service Self Assessment

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Scottish Housing Best Value Network Fourth Floor, 125 Princes Street, Edinburgh EH2 4AD Scottish Housing Best Value Network is a registered charitable organisation. Charity number: SCO42381

Not a tick box exercise…..

  • Biggest area of spend for the
  • rganisation
  • Quality is critically important
  • The key service element that will

impact most on tenant opinion

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Scottish Housing Best Value Network Fourth Floor, 125 Princes Street, Edinburgh EH2 4AD Scottish Housing Best Value Network is a registered charitable organisation. Charity number: SCO42381

Have you considered….

Comprehensive Understanding

Cost & performance reporting

Quality Tools

Customer satisfaction measurement

Mystery shopping

Quality control

Self assessments

Tenant led inspection – scrutiny panels

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Scottish Housing Best Value Network Fourth Floor, 125 Princes Street, Edinburgh EH2 4AD Scottish Housing Best Value Network is a registered charitable organisation. Charity number: SCO42381

A methodology

  • SHBVN setting up a working group

to come up with a methodology for ‘right first time’

  • Need a few volunteers
  • Will get view from SHR and share

will all

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Scottish Housing Best Value Network Fourth Floor, 125 Princes Street, Edinburgh EH2 4AD Scottish Housing Best Value Network is a registered charitable organisation. Charity number: SCO42381

Angela Currie Director SHBVN 0131 240 5227 angela.currie@shbvn.org www.shbvn.org.uk