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SHIP conference Inspection as a tool for improving services for residents in supported housing and customers of support services. Ellis Blackmore. Aims of inspection. Improving outcomes for new and existing residents, and customers of support/care services

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Ellis Blackmore

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SHIP conferenceInspection as a tool for improving services for residents in supported housing and customers of support services

Ellis Blackmore

Aims of inspection

Improving outcomes for new and existing residents, and customers of support/care services

Involving residents and customers in business improvement

Ensuring that services are tailored to the diversity of residents and customers

Providing value for money for the resident/customer and the public purse

Key issues for 2009-2010

Development of Tenants Service Authority – focus on residents

Co-regulation, domain regulation

Standards of excellence for residents of supported housing

Preparation for short notice inspections, and area/service inspections

Challenging targets for improvement and performance management

Introduction of Community Area Assessments

Complexity of inspection regimes – TSA, AC, Supporting People, care, training, etc

Changing approaches to housing inspection

Outcomes for residents

Regulatory commissioning – risk assessment – supported housing on the margins

Integrated regulatory PIs

TSA standards – different focus, same services

Role of boards and residents in day to day scrutiny and inspection – performance management

Increased local authority scrutiny – option appraisals, decommissioning, stock rationalisation

Key services for supported housing regulation (TSA) and inspection (AC)

Partnerships – managing agents, local authorities

Access and customer care

Stock reinvestment and asset management – Decent Homes, cyclical and response repairs, void repairs, aids and adaptations, gas servicing

Estate management and anti-social behaviour

Lettings and allocations

Housing income management – rents, support payments, service charges

Learning from supported housing inspection

Challenges for resident engagement – models for involvement and feedback – outcomes for diverse ranges of residents and customers

Cross over with LA Supporting People funding assessments

Provision of care and its inspection – Baby P

Links with general needs services – maintenance and repairs

Appropriate measures of success – PIs, feedback

Understanding of lettings – referrals, turnover and move on

Diversity challenges

Value for money assessment

Priorities for the future

Self assessment and performance management

Improvement planning and delivery – engagement with and outcomes for residents and customers

Benchmarking and challenging targets for improvement

Changing role of board and residents – internal inspection, management contracts

Local authority scrutiny

Changing government agendas on diversity and equality – employment opportunities, training and social mobility

Thank youAny questions?

For further information contact:

Anna Pattison – HQN Consultancy Manager

T: 0845 4747 004 E:

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