Scrutiny Lounge Liverpool 6th December 2013
Scrutiny panel members attended the Scrutiny Lounge from the following organisations:
South Liverpool Homes York Housing Association
Magenta LivingGuinness Northern Counties
Pendleton TogetherWulvern Housing
Liverpool Housing TrustCobalt Housing
Peaks and Plains Housing TrustAspire Housing
Riverside/English Churches Housing GroupOne Vision Housing
The Scrutiny Lounge begins with an exercise that allows scrutiny panel members to vote on the areas of scrutiny they would like to discuss. The following questions were the most popular. For each question short discussions were held around the tables and then a group wide discussion followed. Some of the main issues raised are shared here.
- Are recommendations published for wider residents to clearly see the progress and achievements off your work?
Scrutiny recommendations, progress and achievements are published for wider residents through: quarterly newsletters; annual reports;a scrutiny section on the landlords website; independent scrutiny websites; feedback given to a communication sub group; social media including Facebook, Twitter and blogs.
- How did are you scrutiny panel members recruited?
A variety of methods are used to advertise vacancies and recruit members including: word-of-mouth; informal chat; expression of interest; a ‘try before you Buy’ taster exercise; formal / online applications; formal Interviews; informal interviews; speed dating style events; a ‘Cluedo’ style night; open day market stalls.
- Who should set the budget for Scrutiny and agree it with the board?
Generally scrutiny panel members agreed that the company should set the budget but scrutiny panels should monitor spending and balances at every meeting. One group hada treasurer and it’s own bank account that was monitored by the lanlord’s auditors annually.
TPAS asked “How many scrutiny groups are involved in agreeing budgets?”None of those present were involved in agreeing budgets but felt that their budgets are adaptable and negotiable dependent on needs and tasks required during a scrutiny project.
- Have you had any issues with getting access to information?
Most felt that access to information was not a problem faced by their group. What was a problem was the presentation of the information and use of jargon which made it hard to interpret.
The following issues were raised: anti-social behaviour information due to data protection issues; access to benchmarking data. Some felt that HouseMark benchmarking data could be ambiguous. It was pointed out that HouseMarkuse data provided by landlords and guidance was provided to them on how that information should be calculated. Benchmarking is designed to provoke questions rather than answer them and is useful if used in this way.
- What criteria do you use to choose Scrutiny Subjects?
Scrutiny groups reported using: customer satisfaction information; key performance indicator variations and trends; complaints trends; suggestions from landlords, via form or via a community call to action; customer survey data; reality checking data. Some organisations short-listed several potential areas and then interview relevant service area managers to determine the subjects.
TPAS asked “what kind of recommendations do you make and to whom?”There were variations including: directly to the board; audit committee; senior management team prior to board (out of courtesy and to agree actions and get feedback). All agreed that reporting mechanisms should be outlined in the Terms of Reference and the relationship between the board and scrutiny group is key to getting recommendations implemented.
- How well have your recommendations been implemented?
Feedback revealed excellent examples of successful scrutiny recommendations including:
- a change in contractor for block cleaning leading to a better quality service at a lower cost and reducedservice charge;
- a change in the management of customer service contact centre which saved the organisation £1 million;
- an anti-social behaviour service level agreement that brought the service back in-house, saving money and winning an award;
- Vacant homes advertised with local estate agents;
- The ring back element of repairs service improved.
TPAS asked, “Do you have any examples of recommendations not implemented very well”?Only one example was given, a recommended 12 week visits to new residents not happening.
TPAS asked, “How do you ensure that your recommendations are implemented”?Examples included: using traffic lighting and covalent software to track recommendations; receiving regular reports from staff; a process that escalates to the Council and then to independent arbitration. The process used to monitor the progress of recommendations should always be outlined in the Terms of Reference.