Resident scrutiny panel
What is resident scrutiny?
The Tenant Services Authority (TSA) set out a new initiative known as ‘Resident Scrutiny’ to help ensure tenants get a fair deal. This initiative lets tenants challenge landlords about the quality of services provided and suggest improvements.
East Durham Homes is committed to putting residents at the heart of the company. In October 2010, we set up our own Resident Scrutiny panel called the Customer Inspection and Improvement Panel (CIIP). The panel checks on the services we deliver in a detailed way. It may be a service that has not reached targets or where concerns have been raised.
Setting up the panel
Twelve tenants were appointed to the CIIP in October 2010. The panel members received training to prepare them for their role, including:
- An overview of East Durham Homes structure
- Equality and diversity
- TPAS training on Resident Scrutiny
- Performance management
- Value for money
- Report writing and presentation skills
- Support in planning the first inspection from Baildon Dean Consulting
- ‘Effective Scrutiny’ by One Enterprise Ltd focussing on the ASB service.
We were supported during the first year of this process by the Tenant Participation Advisory Service (TPAS). We are leading the way in County Durham in resident scrutiny, and have set up a joint working group with other social landlords in the area to share best practice.
Which services have been inspected so far?
The CIIP completed its first scrutiny exercise in March, looking at the Estate Management service. This involved reviewing policies and procedures, job shadowing, consultations with residents associations, focus groups with both staff and customers, and staff interviews. The CIIP also made use of tenant-led panels such as Mystery Shopping to provide support. The panel presented their findings to the board in May with 23 recommendations for improvements which were approved.
The CIIP then reviewed the ASB service in July using a new approach to offer telephone interviews to those who couldn’t attend the customer focus group. The CIIP also conducted an interview with the police to discuss partnership working. This report was taken to the board for a decision in November 2011 and 15 recommendations were approved.
The CIIP is currently working on communications around repairs, which was suggested by the board. This inspection looks at how customers are kept informed about minor repairs and focuses on the new partnership between East Durham Homes and Morrison. This report will go to board in May 2012.
Inspection reports and action plans
Who are the panel members?
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Document Created:
03/02/2011 12:44
, last modified:
16/02/2012 14:41