CCHA CO-DESIGN GROUP SESSION 4 January 2019 1
This session Priorities, options and delegations • Reality check (what happens, where, when and • In Another Part of the woods….. how) – examples from other RSLs • Break Review and agree option(s) for • Options for CCHA future engagement • Feedback and communications principles • Welcome and apologies • Open space and meeting • Notes of last meeting reflections 2
AMBITIONS • Tenants say they’re listened • Mix of personal, written, to summarised, video reporting • All Team meetings include tenants’ feedback • Quality information reflecting what matters to • Board take opportunities to tenants meet tenants face to face • Support communities to have a voice with City Region • Proactive, determined 3
AMBITIONS • Strong communications • Integrated communities and feedback • Know tenants, tailor services • Whole org owns • Tenant led strategy, higher level engagement engagement, visible tenant • Clear accountability – input on policies and processes Board and Exec • All working as a team – shared • Greater trust responsibilities • Multiple channels of • Consistent, co-ordinated communication approach • Supporting strong, 4
Reality check 5
In another part of the woods….Sovereign 6
In another part of the woods…. Sovereign • Resident and Board Partnership - • Recommend the performance eleven residents + at least 1 indicators and targets for key Board member who meet six landlord services times a year • Identify trends in performance, • Help develop strategy and tracking issues and monitoring direction improvement plans • Help develop resident-facing • Agree service standards and policies and initiatives, offering a monitor service delivery taking resident perspective and into account resident feedback making recommendations to the Board 7
In another part of the woods…. Sovereign • Identify and review key risks for • Promote, collaborate and regulation, residents and to the communicate the work of the sustaining of tenancies Partnership to other residents through various communication • Develop and sponsor an channels ongoing training and capacity building programme for • Request a scrutiny review where residents who'd like to engage performance or feedback with us suggests further investigation, review and support the delivery • Sponsor an annual event for all of agreed actions of our engaged residents • Closed membership • Training/Recruitment/Induction 8
In another part of the woods…. Sovereign • Scrutiny Co-ordination Group - • Community Engagement Groups embed and make scrutiny a structure for local conversations valued tool for monitoring, and feedback managing and developing our • Residents get involved with services larger community and estate • Meet around six times a year to projects in their area. We plan a rolling programme to support them with training to scrutinise our services, then look develop their skills and create at what the results show sustainable projects • Training/Recruitment/Induction • Local residents’ feedback to support our business-wide Scrutiny Coordination Group 9
In another part of the woods….Accent • Customer experience • Membership: residents and committee: formal professionals with specialist knowledge in each of the committee of the Board services • Reviews the performance • All aspects of service delivery and service delivery of all across Accent and monitor housing and customer performance at a strategic services level. They have close links with the national scrutiny group • Training/Recruitment/Induction • Closed membership 10
In another part of the woods….Accent • Scrutiny Group oversees • Training/Recruitment/Induction compliance with regulatory standards, oversee scrutiny reviews and monitor performance • Analyse service delivery and facilitating opportunities for other residents to be involved in investigating service delivery more informally 11
In another part of the woods….Merthyr Valleys Members (tenants) : access to Develop Membership Strategy, information, have a voice and a appoint the Board of Directors, say, elect representatives on to the monitoring the performance of the Democratic Body organisation and hold the Board of Directors to account for the Democratic Body organisation’s performance . Represent Members and the wider Training/Election interests of the community Membership open to tenants and 11 tenants, 8 employees 2 staff representatives local Counci l
In another part of the woods….Merthyr Valleys Residents Participation Grant Panel Forum ensures customer focus. Assesses applications from Has a strategic overview of all the individuals and community groups tenant participation opportunities for funding from our Grant and and links to the Board Sponsorship schemes Communications Forum Property Improvement Forum Checks information sent is clear, Influences planned improvement easy to understand and focuses programme and responsive repairs on relevant topics service
In another part of the woods….Merthyr Valleys Disability & Wellbeing Focus Group . Ensure tenants are aware of services available to them, inside of Merthyr Valleys Homes and out and they identify and address gaps in service provision.
In another part of the woods…. SOHA Members’ Forum (tenants) Evidence-based scrutiny reports which can be used to draw up 15, elected by Members service improvement action plans Members are tenants Portfolio Holders – meet relevant Scrutiny – 12. Investigate Directors 3 times a year – RE, regulatory compliance customer services , tenancy Board : 4 places for tenants management, maintenance, Scrutiny Group - 12 people communities/estates, finance, IT, Monitors performance against an legal/leaseholders, welfare reform agreed set of performance Tenant membership indicators Training/Election/Induction In-depth reviews of operations
In another part of the woods…. SOHA Tenant Auditors : robust Representative Groups e.g. assessments of specific services to Seniors, Disability, Youth, Design, check that the service is delivering Environment, Equality and Diversity ‘what they say on the tin’. Findings help drive continuous service improvement Training/Recruitment/Induction
In another part of the woods….BACH Members (community with 50%+ Scrutiny Group deep dive into tenants): Mutual Futures – strategy, services, reports and monitors priorities, vision, values recommendations, reports to Board Board 2 places for tenants, subject to skills matching , successful Forums for different groups and training, recruitment communities Tenant Services Forum reviews Task and Finish mixed groups to standards, policies, procedures, work out new ways of delivery complaints Open membership for tenants and community
All use….. • Surveys – sample and • FHA Swansea tenants have transactional data; short their own website snapshot styles • Grwp Cynefin and • Newsletters (e mail) Bournemouth Churches: Membership for community • Annual Reports accountability (significant • Complaints/compliments Community Investment). BC • ASB cases has 2 board places for • Writing/reading groups tenants – skills selection 18
Remember the criteria Evidence based ……and timing Value for money Sustainable Within the capacity of CCHA and the residents; mindful of CCHA’s Corporate strategy and priorities Understanding of risk Reflecting residents’ choices and priorities 19
?FOR CCHA? Pros and cons of the examples Framework for CCHA Membership Membership Governance Governance Landlord/Services Landlord/services Community Community
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