Partners For Improvement in Islington Resident Engagement Strategy

Transcription

1 Partners Fr Imprvement in Islingtn Resident Engagement Strategy Intrductin 1.1 This strategy sets ut Partners prpsals fr Resident Engagement in Backgrund 2.1 Partners is cmmitted t supprting Islingtn Cuncil's resident engagement strategy and structures. 2.2 Partners is cmmitted t effective and meaningful engagement with residents t help deliver high quality and cntinuusly imprving services. 2.3 Islingtn Cuncil is currently reviewing its structures fr resident engagement. Partners prpsed strategy and structures are intended t cmplement the Cuncil s prpsed new structures. 2.4 Partners has recently rerganised its management structures, including: The intrductin f the Service Imprvement and Engagement Team in Partners SPV. This new team will bring tgether perfrmance mnitring, service imprvement and resident engagement in a mre c-rdinated, practive and prfessinal way. The team will use perfrmance infrmatin and custmer insight t identify pprtunities fr imprvement, and then wrk with residents t deliver either business-led r residentled service imprvement. The intrductin f a new Husing Services Team. Engaging with residents will be a key part f the Husing Services Officers rle. 3. The aims f the strategy 3.1 T increase the prfile f Resident Engagement in Partners and make it central t the peratin f Partners services. 3.2 T increase the number and diversity f residents participating in meaningful Resident Engagement activity. 3.3 T increase the effectiveness and value fr mney t residents f ur Resident Engagement activities. 3.4 T increase the percentage f Partners residents wh are satisfied that their views are being taken int accunt by Partners. 3.5 T help achieve Partners visin t be cnsidered excellent by tenants, leasehlders and ther stakehlders. Expected Benefits

2 Imprved service delivery and value fr mney Better cmmunicatin between Partners and residents Increased resident satisfactin with Partners Imprved links between Partners and the wider cmmunity Persnal develpment fr invlved residents 4. Engagement structures 4.1 Partners recgnises that residents have a brad range f preferences abut the extent t which and the way in which they wuld like t engage with Partners, and indeed that these preferences may vary frm time t time fr individual residents. Partners will ffer a brad range f pprtunities fr engagement t reflect this diversity f preferences. 4.2 Partners will prmte the range f pprtunities fr engagement t residents. 4.3 Appendix A sets ut draft descriptins f Partners resident engagement structures and where relevant Islingtn Cuncil s draft descriptins f its resident engagement structures. 4.4 Appendix B is a diagram t highlight the brad range f ways in which Partners will engage and wrk with residents effectively t deliver high quality and cntinuusly imprving services. 5. Partners Resident Scrutiny Panel 5.1 In 2013 and 2014 Partners Resident Scrutiny Panel delivered three high quality investigatins and reprts n: Cmmunal Repairs Vids and lettings Leasehld satisfactin 5.2 The Scrutiny exercises have cntributed t significant measured imprvement in perfrmance in , fr example in vid turnarund times. 5.3 Partners wishes t build n the success f Partners Resident Scrutiny Panel t date and t make future scrutiny even mre effective. 5.4 The descriptin f Partners Resident Scrutiny Panel in Appendix A sets ut in summary hw we aim t wrk with residents t d this. A mre detailed prpsal is published n Partners website. 6. Partners Residents (Open) Frum, Fcus Frums, Repairs Surgeries and Leasehld Surgeries 6.1 Partners Residents Frum has t date had a membership f nminated residents. The twyear term f the latest membership f the Residents Frum ended at the March 2015 meeting f the Frum. 6.2 The Cuncil and sme f the recent members f Partners Residents Frum have expressed a desire t mve away frm a membership mdel t a mre pen and inclusive mdel. 6.3 Individual residents issues have been raised at recent Residents Frum meetings and t meet this demand Partners is increasing the frequency f regular Repairs Surgeries and Husing Management Surgeries t every mnth.

3 6.4 Partners will: End the peratin f Partners Residents Frum in its current frm; Intrduce a new Partners Residents Open Frum (described in Appendix A) at the Twn Hall every tw mnths; Intrduce new Fcus Frums: ne-ff pen frums n a specific subject. The subject will be identified as an area f interest, whether thrugh ther feedback / engagement mechanisms, r because it is an area f ur business where we are making changes; Increase the frequency f regular Repairs Surgeries and Leasehld Surgeries t every mnth. 7. Equalities Analysis 7.1 Partners will aim t ensure that residents engaged thrugh these structures bradly reflect the diversity f Partners residents. 7.2 Partners will actively pursue pprtunities t identify and engage hard-t-reach grups. 8. Cnclusin 8.1 In cnclusin Partners resident engagement structures have been develped and imprved t increase their effectiveness. Partners arrangements will cmplement Islingtn Cuncil s demcratic scrutiny arrangements and resident engagement structures, building n the success f resident scrutiny s far and addressing any issues that have made it less accessible, rewarding r prductive than it might therwise have been. Cntact If yu have questins r wuld like t talk with Partners abut this strategy, please cntact Katrina Dalby r Tm Irvine: Katrina Dalby, Service Imprvement and Engagement Advisr T E. katrina.dalby@partnersislingtn.net Tm Irvine, Service Imprvement and Engagement Manager T E. tm.irvine@partnersislingtn.net

4 Appendix A: Descriptins f engagement structures These arrangements will be under cntinuus review by the Service Imprvement and Engagement Team. Partners will cnsult the Cuncil and residents as apprpriate abut any significant changes t the strategy and structures. Partners Resident Scrutiny Panel Carrying ut 2-3 reviews f Partners services per year Current panel arrangements being reviewed t increase participatin. Panel made up f up t 8 members selected n their ability t cntribute t the wrk f the panel Panel members t be selected thrugh an interview/selectin prcess including residents n the panel Wrking tgether as a grup and cmmitting t agreed level f input are essential Panel chaired and assisted by independent cnsultant Supprted by Service Imprvement and Engagement Team Set f six r seven 2½hr meetings fr each scrutiny exercise. Final meeting f each exercise is with Partners managers t agree recmmendatins. Reprts frm the Panel will g t Partners Cre Grup and Perfrmance Review Grup (strategic and peratinal management teams), and summaries t the Cuncil s Husing Scrutiny Cmmittee. Partners Residents Open Frum Opprtunity t ask questins f representatives f Partners, nrmally the Service Imprvement and Engagement Manager and anther manager Opprtunity t influence service planning and service imprvement pririties Nrmally held at the Twn Hall, Upper Street N set agenda Perfrmance summary available Open t anyne, n membership Hsted by fficer f Partners Issue-based cnsultatin where apprpriate Individual issues fllwed up directly with the individuals raising them; issues f wider interest t Partners residents published n Partners website Fcus Frums One-ff Frums n a specific subject The subject will be identified as an area f interest, whether thrugh ther feedback / engagement mechanisms, r because it is an area f ur business where we are making changes

5 There will be a presentatin n the subject by relevant fficers, then an pen questin and answer sessin We will invite questins in advance n the subject, s that they can be addressed at the Fcus Frum Open t all residents, Cuncillrs, interested lcal peple We will cnsider ways f using new / available technlgy t develp these such as n-line questins Repairs Surgeries and Leasehld Surgeries Held at the Twn Hall, Upper Street, r Partners ffices Advance appintment bking thrugh custmer services Attended by fficers f Partners Repairs Team and Husing Management Team respectively Mystery shppers Grup f trained residents wh carry ut mystery shpping activities Can be requested by Partners Scrutiny Panel t carry ut wrk in supprt f service reviews Prvide service feedback t help imprve usually frntline services as cmmissined by Service Imprvement and Engagement Team Residents accmpanying surveyrs n inspectins Residents may ask t accmpany surveyr(s) frm Partners Asset Management Team n inspectins. May be asked t prvide feedback t Partners. Partners Invlvement Register Vlunteers Residents wh are happy t vlunteer fr a variety f activities prviding feedback and supprt with service imprvement Residents wh are interested can get invlved in activities related t service reviews, such as fcus grups, readers panels feeding back n written dcuments, feedback thrugh surveys etc. Register t be refreshed during by cntacting residents n the register t ensure they wish t remain, and by prmting t residents nt yet n the register. Resident Fcus Grups Usually ne-ff grups set up t prvide specific feedback n services. May be part f business-led r resident-led service imprvement activities. Multi-media cnsultatin methds Cnsultatin with a wider grup f residents using a range f methds such as nline frms, text messages r s

6 Custmer Shadwing Partners fficer shadws real custmer interactin with service Nrmally by Service Imprvement and Engagement Advisr Residents frm Invlvement Register r trained Mystery Shppers Satisfactin surveys Pstal and telephne surveys (residents may pt ut f telephne surveys) Regular mnitring f resident satisfactin with a range f services Tenants and Residents Assciatins (TRAs) Partners residents are welcme t set up TRAs but these are less cmmn fr street prperties f the type managed by Partners because f the relatively small number f hmes in each prperty. Usually estate based and blck based assciatins Operate in a variety f ways Represent the views and draw attentin t issues experienced lcally by residents Encuraged t attend Tenants and Residents Panels Islingtn Cuncil engagement structures relevant t Partners residents Husing Scrutiny Cmmittee (Islingtn Cuncil) Attendees: Cuncillrs and C-pted Elected Resident Representatives, including a Partners Resident Representative Partners residents may attend and bserve Carrying ut husing wide scrutiny Overseeing resident service review prgramme Receiving reprts frm resident service review prjects and recmmending actin plans Receiving reprts frm Partners Scrutiny Panel Cnsidering key husing issues Tenants & Residents Panels (Islingtn Cuncil) Area based panels fr cuncil tenants and residents Cnsulted n service changes and imprvements Partners residents may attend these panels, but the agenda are area based and d nt include Partners services.

7 Appendix B: Diagram t highlight hw Partners will engage and wrk with residents effectively t deliver high quality and cntinuusly imprving services Cmmunicatin / infrming / publicising; Partners Gazette, website, letters Cnsultatin n cmmunicatins Strategic service planning Cnsultatin n plans Fcus Frums Partners Residents Open Frum Regular Repairs Surgeries and Husing Management Surgeries New / un-met needs identified Sharing best practice Legal and regulatry changes Audits internal and external Business-led service imprvement. Using apprpriate engagement methds. Fcus grups Cmmunity engagement, events and Scial Respnsibility prgrammes Benchmarking Surveys Engagement / relatinship between residents / staff Perfrmance mnitring Satisfactin surveys Resident and staff suggestins Mystery shpping Custmer shadwing SERVICE DELIVERY Engagement / relatinship with stakehlders, eg Islingtn Cuncil and lcal agencies Cmplaints and feedback Service demand mnitring Quality assurance inspectins Measurement and analysis Opprtunities fr imprvement identified Resident-led service imprvement: Partners Resident Scrutiny Panel Online cnsultatin Changes implemented t imprve service Cntrls and mnitring established Cnsultatin and cllabratin Residents accmpanying staff n inspectins Recmmendatins t service managers / prcess wners Delivers reprts t: Cre and PRG (Partners strategic and peratinal management teams). Summaries t Islingtn Cuncil Husing Scrutiny Cmmittee