Transcript A5 Using Governance to deliver successful scrutiny

Making homes, helping people
AmicusHorizon
AmicusHorizon
Using governance to deliver successful
scrutiny
www.amicushorizon.org.uk
Making homes, helping people
AmicusHorizon
Who are we ?
•
Beth Williams
Chair of Residents’ Council
•
Alison Wignall
Head of Governance
•
Jo Robinson
Director of Co-regulation
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How can residents scrutinise using governance
structures and processes?
We will look at:
• Scrutiny at local and corporate levels
• Using a range of scrutiny methods
• Influencing decision making and forming good working
relationships with the Board
This is an interactive workshop! 30 minutes presentation and then group work…
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AmicusHorizon: The Story
• Housing Association landlord in South East
England and London
• 29,000 homes and turnover of £155m a year
• Supervision 2006 - 2008
• TSA co-regulatory champion 2010
• Awards – Sunday Times top 100, TPAS, best call
centre, Housing Excellence
• Resident satisfaction March 2009 = 48%
• Resident satisfaction March 2013 = 95.3%
• Scrutiny in partnership
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Making homes, helping people
QUESTION:
What does Governance mean to you?
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What does Governance mean to us…
For us it’s the:
1. Structures
2. Processes
3. People
4. Law
Regulation - Homes & Communities Agency
Co-Regulation
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•
Our
Governance
Structure
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QUESTION:
How do you scrutinise?
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•
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Scrutiny at all levels: what we do and how we do it?
• Always resident led, supported by dedicated staff
• Two methods – regular performance / strategy scrutiny plus scrutiny projects
• Performance and strategy scrutiny:
o
Clear Terms of Reference gives power to
scrutinise
o
Local via Area Panels and RAMPS
(Repairs & Maintenance Panel)
o
Corporate via Residents’ Council
o
Residents’ Council Task Groups
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Scrutiny projects
• New process and framework March 2013
• Can be used at local or corporate level and on any part of the business.
• Commissioned by Residents’ Council, Area Panel, RAMP or a combination
• Resident led.
• Flexible. Supported by staff
• Emphasis on deliverable outcomes
• Training
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Other scrutiny methods
• Mystery shopping
• Resident Champions and Monitors
• Local Offers and Area Plans
• Area Panel task groups
• Meaningful consultation
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What makes it work?
• Attitudes of all involved
•One team ethos.
•Genuine, positive challenge
•Dedicated support from Governance team
•Tackling problems early and consistently
•Honesty and transparency
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Influencing the Board: the key relationship
Mechanics:
• Joint meetings and social events, attend the other’s meetings
• Joint projects
• Using governance process to influence: standing orders, operating
regulations, decision making processes
• Have a formal role for resident scrutiny
Relationships:
• Essential to build with Board. Board have ultimate legal responsibility
Demonstrate the value Resident influence and scrutiny add – its all about outcomes
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Lessons we’ve learnt
• Governance structures and process are important but relationships across
the governance structure are more important
• Can be tough for residents and staff at the start – changed attitudes
• Realistic budgets and resources
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Conclusions
• Scrutiny is good for improving services. So
its good for residents and good for business
• For AmicusHorizon Resident satisfaction
March 2013 = 95%
• But how can we all take scrutiny to the next
level – what can we learn from each other?
Group work for 30 minutes: and then feed back
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Group work for 30 mins then feedback
On your tables discuss and agree:
1. What scrutiny method gets the best outcomes for everyone?
2. What are your top 5 scrutiny tips?
3. Is there potential for residents of one landlord to scrutinise another
landlord ?
4. What lessons have you and / or your landlord learnt from scrutiny
so far?
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Feedback: 15 minutes
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Thank you from:
BYE
• Beth Williams
• Alison Wignall
• Jo Robinson
AmicusHorizon – one team for the benefit of our residents
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