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Resident Involvement at Notting Hill Genesis

Resident Involvement at Notting Hill Genesis. Agenda. Welcome, introductions and outcomes for today A quick recap: what has happened since our first meeting in March? Summary of key themes from resident discussions The Mission Statement The Resident Promise The Housing Green Paper

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Resident Involvement at Notting Hill Genesis

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  1. Resident Involvement at Notting Hill Genesis

  2. Agenda • Welcome, introductions and outcomes for today • A quick recap: what has happened since our first meeting in March? • Summary of key themes from resident discussions • The Mission Statement • The Resident Promise • The Housing Green Paper • The new Resident Involvement model • Next Steps

  3. What have we been doing? • Joint meetings of the equality, diversity and disability panels • Residents Associations meeting • Co-op meeting • Discussions with LSPs and Customer Scrutiny Panel members • Resident shadowing of resident meetings • Discussions with staff who support existing groups • New Resident Services Committee established • Involvement Day 1st May

  4. Involvement Day!

  5. Key themes

  6. Notting Hill Genesis will ensure that residents' voices will be heard and acted upon through Resident Involvement. Through effective scrutiny, recommendations and feedback, staff and residents will work together to build trust and improve services for the benefit of all.

  7. Our resident promise • The NHG pledge • Your tenancy or lease agreement will not change • Residents will be at the heart of overseeing and shaping services • We will build more homes for low-cost rent • Rents and service charges will only increase in line with normal guidelines • Residents will not be asked to move • We will improve: • The repairs and maintenance experience • Accessibility: through easy, localised, personal services • The accuracy and transparency of service charges • We will develop new services, with you: • A fully self service digital service • A repairs system which allows you to track jobs • More choice and convenience around repairs appointments • Wider availability of services • An online platform so you can see what is happening with your enquiry or complaint • Clear transparent processes for challenging service charges

  8. Housing Green Paper “A new deal for social housing” published on 14 August 2018. It is underpinned by five principles: ensuring homes are safe and decent effective resolution of complaints empowering residents and strengthening the Regulator tackling stigma and celebrating thriving communities expanding supply and supporting home ownership.

  9. Local Ad-hoc involvement Special interest groups Proposed Resident Involvement Model Board

  10. Local Offer

  11. Local Forums • They will identify at a local level issues that need wider / deeper examination • Attendance is more open, meeting topics publicised in advance but residents can attend one meeting if they would prefer • They are tenure blind • They are topic based, about local housing management services

  12. Task and Finish Co-Creation

  13. ‘Task & Finish’ groups are timed and task focused groups, working over a few months to review a specific area of service. NHG will look for up to 10 residents to participate in each piece of work, where residents can be involved face to face or digitally. • So far… • Antisocial Behaviour • Accessibility – Accommodation Review • Coming up… • Communications • Local issues

  14. Co-creation is a management initiative, that brings different parties together (for instance, a company and a group of customers), in order to jointly produce a mutually valued outcome

  15. Co-creation • So far… • Resident Promise • New Housing Operating Model • Hubs – more detailed work. E.g. Lettings and sign-up processes • Coming up… • All directorates • Further involvement in shaping specific services. E.g. Income collection, local services, new property design & resident aftercare

  16. Other Activity

  17. Resident oversight and scrutiny group

  18. Governance

  19. Board & Resident Services Committee Stephen Bitti – Board member & Chair of Resident Services Committee (Legacy Genesis Tenant) Linde Carr – Board member & Resident Services Committee member (Legacy Notting Hill Tenant) Alessandro Storer - Resident Services Committee member (Legacy Genesis Leaseholder) Patti Openibo - Resident Services Committee member (Legacy Notting Hill Tenant) Julia Bird - Resident Services Committee member (Legacy Genesis Shared Owner) Debra Edwards - Resident Services Committee member (Legacy Notting Hill Leaseholder)

  20. Resident Services Committee

  21. Next steps • Applications to new Oversight and Scrutiny Group • Pilot local forums in North & South – new approach • Task & Finish projects • Co-creation work • Continue with specialist groups • Review new approach end March 2019

  22. Thank you

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