Thanks to Liverpool Mutual Homes for hosting
1 Presentation by Plus Dane on their new Involvement methodology – Emma Sneyd and Irene Crone
Plus Dane has re- recruited to an involvement method which includes scrutiny and task and finish (through Plus Dane Voices).
Only 2 from the former panel applied
PD shared their recruitment adverts – short and focussed – see handouts and presentation.
Scrutiny net presentation PLUSDane
Tenant and Customer Engagement Strategy


PDV Consultation Application Form
PDV Consultation Request Form
PDV Consultations Report Form
PDV Information Document
The Coms team at PD supported the recruitment, the team benefited from their input – including thinking about key messages to send out to younger people.
29 people showed an interest in the Scrutiny Panel which is now settled at 16 people.
Given homes are from Chester to Merseyside, there is quite a distance to travel. The usual distance travelled can be 2 hours, which makes a long day for those who are meeting from 7-9pm.
Usually 12 people attend. Meetings are 2 weekly got 2 hours
PD is looking at digital potential for connections.
The do their work through a closed Facebook page outside meeting time.
The Involvement staff wanted buy in from local tams so they spent time explaining what they were trying to achieve and used referrals and nominations from officers to recruit as well as the literature circulated.
The CEO has been involved by stating how important the process is. This has been helpful.
PD has developed a procedure for understanding tenant opinion from the PD Voices.
Officers have to feed a strapline in all board reports to say what tenant involvement there has been, which is beginning to change the culture but also, the active challenge on this means that reports/policies etc will not go for approval if this section of the standard reports to EMT and Boards is not complete. This is a sort of tenant impact assessment at each Board
PD has an integrated database on the Housing Management system to record how many tenants have been involved
New Policies must be run past Plus Dane voices – some people are chosen to assist through a task and finish group.
The team have developed a communications plan and tenants also do real time mystery shopping.
PD have a “Landlord Plus Strategy” which supported the spend of £120k per annum.
Tenant Board members are recruited which may be tenant and leaseholders
The whole initiative on involvement is business driven – social purpose and focus on those at risk to the business.
PD does not attend tenant meetings. They have adopted a more enabling role to help the groups to help themselves. They may attend the AGM.
PD operates their meetings with tenants by themes (like adaptations).
Leeds CC has been experimenting on an involvement trigger in their 57,000 homes, including rewards like increased repairs/adaptations. They will present at the next meeting
They have 100 Housing Officers. They do an annual home visit where they discuss rents and involvement, but they speak to every tenant once a year.
LCC do 3 enquiries a year on scrutiny – this is to the Councils Corporate centre – software is used to track the delivery of recommendations he process is very formal and under review.
Magenta living now has a scrutiny and consultation panel.
Great Places consultation panel tends to look at performance and policy. The involvement staff have boosted the tenant input by contacting tenants for feedback directly.
2 Presentation on recruitment and induction – Trafford Housing Trust – Mark Karlisle
Trafford HT seeks out a pool of people to get involved at sign up.
Mark took the meeting through the approach to recruitment and then their induction for new tenants (see slides)
Quality and Insight Panel.Induction Presentation FEB 2017pptx
Training Action Plan
QIP Induction Flowchart 2015
QIP Interview Question 2016 VS2 matrix
QIP Application & Declaration Form
Quality and Insight Panel JD
Terms of Reference for Quality and Insight Panel NOV 2015 vs 1
Code of Conduct – Board QIP Community Panel Members 2011
Six Month Feedback QIP scrutiny case studies
Three Month Feedback
360 Feedback Annual Review Form Induction Docs SEPT 2016
INTRODUCTION TO THE QUALITY AND INSIGHT PANEL VS2 FEB 2016
Terms of Reference for Quality and Insight Panel Sept 2013
Neighbourhood Champions handbook
Code of Conduct – Board QIP Community Panel Members 2011
Neighbourhood Champions Procedure
Mark supports the tenant scrutiny (4 a year) and all Tenant groups.
Board value the contribution of involved tenants – Scrutiny reports to Committee of the Board.
Scrutiny and topics come from business intelligence reports – generally the panel are invited to support and to scope a piece for work required by the landlord by an officer.
THT are growing, they have just agreed a deal to expand their housing stock by 2500 homes by L&Q – they have 9000 already.
THT have used the CI team to support and develop a survey and to make calls to different groups who are under-represented. Whilst they are keen to make involvement more representative, literature and publicity showing the current panel show a specific demographic which might be off-putting to others.
They use customers to support this.
They also bring in a youth group on a Wednesday night, every 2 weeks to make calls
Issues relating to equalities, representation and gathering views of uninvolved groups were discussed.
- Rewards for involvement and also for other services, findings so far and more information – Tracy at Habinteg
Tracey is doing a review of tenant incentives, allowances and ways to encourage involvement.
Mary at Cestria/ISOS sent in the following inititiaves, she was unabel to attend this meeting:
- Return of new Tenancy Agreements (x 3 different categories) by deadline – Prize draw entry of £100
- Difficult to let properties
- Decoration vouchers
- Carpet provided
- Employment Programmes
- Empty Homes Programme – £25 B&Q Voucher on completion of course
- Care Skills Foundation Course – 20 reduced cost driving lessons (£5), Theory & Driving Test paid one completion of course
Trafford Housing Trust give additional incentives in basic repairs and enhanced services, like Irwell valley for tenants as part of a reward for maintaining the tenancy
Thirteen Scrutiny Panel (formerly Vela and Fabrick) have completed a review of tenant reward schemes.
Southway were reviewing their landlord led reward schemes, Irwell Valley and Alliance Homes have been running similar schemes for many years
- Capturing information on tenant involvement -Tracey at Habinteg
LMH are considering how they might stretch their panel wider by using existing diverse community groups to do their research.
LMH use a profiling form for involved customers.
Magenta audit tenant groups
Leeds CC discussed their focus on the public sector equality duty in engaging tenants in local conversations
PlusDane shared their recruitment registration card earlier; all those who show an interest are sent a card back to confirm they are on the involvement database
- Deregulation, Comprehensive Spending review – Yvonne
Yvonne took the meeting through the latest housing policy changes and those which are imminent
YD CSR update Jan 17
Autumn_Statement_Briefing_2016
Rent_freedom_Consultation_Document_final
Rent Freedom – Member Roundtables
Rent Freedom – Member Roundtables
- A new white paper on housing is due in February
- The government is looking at rent freedoms for building HAs to set their own rents from 2020 onwards
- Brexit impact on tenants – not yet clear but information on this in the newsletter – housing costs likely to rise and to squeeze at a time of rent reduction
- Other housing policy changes in the Governments Autumn statement have represented a few u turns for tenants on things like:
- Right to buy – delayed and will be piloted in a region – possibly the Midlands
- Lifetime tenancies – now optional
- Pay to stay – no longer compulsory
- Deregulation – triggered a review of tenant involvement standard by the HCA to ensure tenants are consulted on major changes like disposals of stock, mergers and major changes. Closing date 22nd Please share any consultation you do with tenants with S.Net colleagues
- Review of the VFM standards
The HCA is about to review its VFM standard as it increases the pressure on efficiency saving to enable new homes to be built. They are reviewing the need to have an annual VFM standard and instead of this some standard efficiency indicators – like that being worked on by a group of HAs, led by the Home Group.
The publication of the statement is unwieldy for tenants to understand but many HAs have improved the prose on this for their website or tenant annual report.
The replacement VFM indicators are mainly financial calculations and do not show comparisons at this time. Consultation will occur when the Home Group project has been tested more widely.
Return on assets – knowledge of each estate/neighbourhood/area/block is a common compliant of the HCA in reviewing VFM work. The work is suggested to support investment, disinvestment and overall asset management and performance plans. Can tenants support the sifting of this data?
Are your tenants reviewing 6 monthly the delivery of the promises in the VFM standard? – this is a useful exercise for tenant groups to understand VFM better.
Are your tenant groups making VFM recommendations on their scrutiny reports and other work when making recommendations for change?