Resident engagement and scrutiny
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resident engagement and scrutiny patrick harkness 15 june 2011. in association with. introduction to dome what did the regulator intend? how have we responded? barriers and pitfalls future questions and answers. in association with.

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Resident engagement and scrutiny patrick harkness 15 june 2011

resident engagement and scrutiny

patrick harkness

15 june 2011

in association with


Resident engagement and scrutiny patrick harkness 15 june 2011

  • introduction to dome

  • what did the regulator intend?

  • how have we responded?

  • barriers and pitfalls

  • future

  • questions and answers

in association with

Capital Building, Tyndall Street, Cardiff CF10 4AZ 99 City Road, London EC1Y 1AX T: 029 2047 4466


Resident engagement and scrutiny patrick harkness 15 june 2011

communication

100+ places – changes to management and/or ownership

stakeholder management

nfp and housing sectors

legal, compliance, process and efficiencies, hr, od, leadership, coaching, stakeholders, reputation, consultation, engagement

in association with

Capital Building, Tyndall Street, Cardiff CF10 4AZ 99 City Road, London EC1Y 1AX T: 029 2047 4466


Resident engagement and scrutiny patrick harkness 15 june 2011

recent engagement and stakeholder work with:

aster, sovereign group , tarka, teign, westcountry, devon and cornwall, tor, penwith

personal experience at the most senior levels, across uk – board membership (rps, groups, other (e.g. shelter)

nfp interim

in association with

Capital Building, Tyndall Street, Cardiff CF10 4AZ 99 City Road, London EC1Y 1AX T: 029 2047 4466


Resident engagement and scrutiny patrick harkness 15 june 2011

gold award advisers on community empowerment and community cohesion

accredited access to education: community governance, with centre for community and lifelong learning university of wales. transportable credits from foundation to phd level for staff and tenants

community audit and brokering

in association with

Capital Building, Tyndall Street, Cardiff CF10 4AZ 99 City Road, London EC1Y 1AX T: 029 2047 4466


Resident engagement and scrutiny patrick harkness 15 june 2011

resident engagement

is evolving rapidly – response to change (eg inspections)

Consumerist: response to lack of choice?

makes good business sense

, use of technology

no single answer – needs to work with dynamic of landlord and tenants

in association with

Capital Building, Tyndall Street, Cardiff CF10 4AZ 99 City Road, London EC1Y 1AX T: 029 2047 4466


Resident engagement and scrutiny patrick harkness 15 june 2011

  • what did the regulator intend?

  • influencing, or direct participation in decision-making

  • • feedback on services, outcomes,decisions, policies

  • • involvement in design of policies or services

  • • involvement in delivery of services

  • • involvement in assessment of services

in association with

Capital Building, Tyndall Street, Cardiff CF10 4AZ 99 City Road, London EC1Y 1AX T: 029 2047 4466


Resident engagement and scrutiny patrick harkness 15 june 2011

  • what did the regulator intend?

  • tenants and providers to work together on performance; share best practice

  • challenge and shape activities of management and governors

  • whole organisation: constitution, governance, business, services

  • independence from governance and management structures

  • formality in operation

  • power for residents to challenge and effect change

in association with

Capital Building, Tyndall Street, Cardiff CF10 4AZ 99 City Road, London EC1Y 1AX T: 029 2047 4466


Resident engagement and scrutiny patrick harkness 15 june 2011

four pillars of scrutiny

  • S

pillar 4

governance

in association with

Capital Building, Tyndall Street, Cardiff CF10 4AZ 99 City Road, London EC1Y 1AX T: 029 2047 4466


Resident engagement and scrutiny patrick harkness 15 june 2011

  • how have we responded?

  • enthusiastically

  • recognising and internalising engagement

  • efficiencies

  • solving problems and improving performance

  • but significant barriers and pitfalls

in association with

Capital Building, Tyndall Street, Cardiff CF10 4AZ 99 City Road, London EC1Y 1AX T: 029 2047 4466


Resident engagement and scrutiny patrick harkness 15 june 2011

  • what do we understand by scrutiny?

organisational

critical friend, working for residents

improving tenants’ experience while delivering efficiencies

dedicated to develop thinking and approach

delivering tenant influence into strategic decision making

allow for change and flexibility

driven resident priorities throughout whole business

relationship to governance

in association with

Capital Building, Tyndall Street, Cardiff CF10 4AZ 99 City Road, London EC1Y 1AX T: 029 2047 4466


Resident engagement and scrutiny patrick harkness 15 june 2011

  • what do we understand by scrutiny?

  • practical/process

  • part of the co-regulation process

  • activities - mystery shoppers, peer reviews, walkabouts, audit, inspections

  • accountability panel

  • residents’ forum

in association with

Capital Building, Tyndall Street, Cardiff CF10 4AZ 99 City Road, London EC1Y 1AX T: 029 2047 4466


Resident engagement and scrutiny patrick harkness 15 june 2011

practical/process

examples

panel commissions auditors. small groups monitor local offers. resident involvement teams monitor performance

longitudinal mass market research; offer/theme groups; influence group – part resident board members, part customer inspection advisers

formal structures for resident governance – area panels – local issues - nominate to residents council which can trigger action - or be triggered by area panels. area panels include independents; council relates to board

in association with

Capital Building, Tyndall Street, Cardiff CF10 4AZ 99 City Road, London EC1Y 1AX T: 029 2047 4466


Resident engagement and scrutiny patrick harkness 15 june 2011

barriers/pitfalls

beware: early frustrations

initially: lack of commitment

Challenge to status quo – work out what’s valued/of value

lack of understanding of roles

unclear expectations

communication issues

agreeing and reviewing achievable outcomes

time commitment – staff and residents

in association with

Capital Building, Tyndall Street, Cardiff CF10 4AZ 99 City Road, London EC1Y 1AX T: 029 2047 4466


Resident engagement and scrutiny patrick harkness 15 june 2011

  • beware: early frustrations

  • needs to be embraced by whole organisation

  • confidence in process – right pace – be patient

  • staff understanding of roles – involve early

  • under-estimating support needed for residents to be effective

  • recruiting for existing skills or attitude – balance?

  • how does scrutiny fit with existing structure, internally and externally – risk of isolation

  • tailored and fluid response and support

in association with

Capital Building, Tyndall Street, Cardiff CF10 4AZ 99 City Road, London EC1Y 1AX T: 029 2047 4466


Resident engagement and scrutiny patrick harkness 15 june 2011

challenges

recruitment

creating a new industry/bureaucracy/hierarchy

demonstrating the difference

managing (dis)connections – perceived removal of influence

clarity about relationship between scrutiny and board

staff cannot “manage” a scrutiny group

follow through

conflict/issue management

in association with

Capital Building, Tyndall Street, Cardiff CF10 4AZ 99 City Road, London EC1Y 1AX T: 029 2047 4466


Resident engagement and scrutiny patrick harkness 15 june 2011

what works

clear, committed leadership at most senior levels: principles

clear link between ri, scrutiny, governance, service and performance

board hear tenants more clearly – but with independence for scrutiny group

flexibility in larger structures to use larger numbers of people across range of activities – independents

use of technology e.g. facebook, survey monkey

in association with

Capital Building, Tyndall Street, Cardiff CF10 4AZ 99 City Road, London EC1Y 1AX T: 029 2047 4466


Resident engagement and scrutiny patrick harkness 15 june 2011

what works

training – overall and specific

capacity building for group and personal development – staff, management, residents

consistent communications for all

inclusivity at the start

consider external support (clean hands), but beware off the shelf solutions

in association with

Capital Building, Tyndall Street, Cardiff CF10 4AZ 99 City Road, London EC1Y 1AX T: 029 2047 4466


Resident engagement and scrutiny patrick harkness 15 june 2011

outcomes

shared sense of purpose, values, culture

staff value challenge

staff recognition of skills and knowledge of residents

maturity – challenge and support

easier to show where residents have made a difference

residents introducing ideas – not passive

in association with

Capital Building, Tyndall Street, Cardiff CF10 4AZ 99 City Road, London EC1Y 1AX T: 029 2047 4466


Resident engagement and scrutiny patrick harkness 15 june 2011

outcomes

influence over policy changes

peer reviews prioritised by residents

peer review as preparation for inspections

service review outcomes directly monitored by residents

demonstrable change to processes

service reviews re-directing resources – vfm

in association with

Capital Building, Tyndall Street, Cardiff CF10 4AZ 99 City Road, London EC1Y 1AX T: 029 2047 4466


Resident engagement and scrutiny patrick harkness 15 june 2011

outcomes

from information dissemination to discussion and contribution

formalised action planning

strategic engagement – e.g. merger

simultaneous recommendations: scrutiny: board: residents’ councils

leaner – are hearing the majority, not the minority – and it costs less

cohesion - local to organisational

resident development plan; recruitment, rewards, recognition policy

learning log

in association with

Capital Building, Tyndall Street, Cardiff CF10 4AZ 99 City Road, London EC1Y 1AX T: 029 2047 4466


Resident engagement and scrutiny patrick harkness 15 june 2011

the future

multiple challenges for all stakeholders – political, economic, social, technological

changed relationships at the core – tenancy, funding, customers, other providers, markets

political and media assault: residents’ status in society; incomes, benefits, compact with landlord

landlords role under stress, new thinking

business, personal and community benefits of resident involvement, : personal and social capital – potential and challenges greater than ever

in association with

Capital Building, Tyndall Street, Cardiff CF10 4AZ 99 City Road, London EC1Y 1AX T: 029 2047 4466


Resident engagement and scrutiny patrick harkness 15 june 2011

contact

[email protected]

02920 474456

www.domeconsultants.co.uk

in association with

Capital Building, Tyndall Street, Cardiff CF10 4AZ 99 City Road, London EC1Y 1AX T: 029 2047 4466


Resident engagement and scrutiny patrick harkness 15 june 2011

THANKS TO:

AMICUSHORIZON,BROMFORD

SOVEREIGNTARKA

TEIGN TOR

WESTCOUNTRY

in association with

Capital Building, Tyndall Street, Cardiff CF10 4AZ 99 City Road, London EC1Y 1AX T: 029 2047 4466


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