Self Assessment – How to get it right Thursday 24 November 2011 The Radisson, Glasgow PROGRAMME Chair: Kirsty Wells, CIH Scotland Board member Time Details 9.30 Registration & refreshments 10.00 Opening and welcoming address Chair, Kirsty Wells, CIH Scotland Board member 10.15 The new role of the regulator As the consultation period on the new regulatory framework is underway you will hear CIH Scotland’s view of the role of the Scottish Housing Regulator in the new framework. What might the new world of regulation look like, and how can housing organisations achieve effective self-assessment with meaningful tenant involvement? Speaker: David Bookbinder, Head of Policy & Public Affairs, CIH Scotland 10.40 The Scottish Social Housing Charter With the new regulatory regime firmly based around the Scottish Social Housing Charter, what are the prospects of the Charter being a robust and helpful document? What does the draft Charter tell us about how easy or otherwise it might be – for landlords, tenants and the Regulator – to assess performance against it? Speaker: Sue Shone, Policy & Practice Officer, CIH Scotland 11.05 Tea & coffee break 11.20 Workshop 1 : Looking to improve A key role of tenants in future will be that of identifying and guiding performance improvement. In this workshop delegates will hear first hand how tenants are successfully influencing this process for both City of Edinburgh Council and Dunedin Canmore. Speaker: Mark Henry, Development Worker, Edinburgh Tenants Federation and Harry Sunderland, Convenor of Tenant Led Inspection Group Workshop 2: A STAR is born STAR (Survey of Tenants and Residents) enables social landlords to measure satisfaction using a small number of standard questions enhanced by a wider set of options. This session explains the key features of STAR and how they relate to the proposed Scottish Social Housing Charter and the recommendations made by Ipsos MORI to the Scottish Housing Regulator on the future of tenant satisfaction surveys. Speakers: Sharon Fleming, HouseMark Associate, HouseMark and Vicki Howe, Business Data Analyst, HouseMark Workshop 3: The ‘DIY’ self assessment model This session will explore how the G8 group evolved, what they do, how they do it and what has improved as a consequence. Speakers from two of the partner organisations will provide a hands-on perspective. Speaker: G8 group - Charles Turner from Thenue HA and Paul Hillard, Managing Director, Irvine HA 12.30 Lunch 1.30 Workshop 1: Measuring quality with a customer senate Salix Homes won the Outstanding Achievement Award at the UK Housing Awards in 2010 for its tenant scrutiny boards and tenant inspectors who quality check and drive improvement in the absence of external inspection. In this session, you will hear from both Salix and a member of the customer senate on how it was developed and how they have combined to create improvements. Speaker: Alison Hamnett, Director of Improvement & Customer Service, Salix Direct & Barbara Harper, Chair of the Customer Senate, Salix Homes Workshop 2: The quality case for self assessment The EFQM model of excellence is well known in the business field but can be a complex and daunting award to achieve. However, the ‘Hame’ model, based upon EFQM, was specifically designed for housing organisations to use In this session, Quality Scotland and a Scottish housing partner will evidence the use of this Quality Scotland model for housing, looking at how it has impacted on and improved a particular area of business. Speakers: Ann Pike, Events & Awards Manager, Robert Farrelly, Account Director & Melanie Thomson, Quality Scotland, and Liz McGinniss, Director, Craigdale Housing Association Workshop 3: Measuring what matters This session will look at the GHA approach to measuring what counts to the customers, keeping those targets away from front line people that will drive the wrong behaviours and outcomes, and how they have developed a consistent approach to demonstrating improvements. Speaker: Liam Spence, Assistant Director of Business Solutions, Glasgow Housing Association 2.30 Tea and coffee break 2.45 Workshop 1: Complaints as a self assessment tool Complaints are never fun, but some landlord processes are less fun than others, being over complicated and creating barriers to learning and improving. In this session, the SPSO, will show how model complaints handling can help landlords to provide evidence that their organisation is dealing effectively and efficiently with complaints. Building on this, they will look at how handling of complaints can be used to provide evidence for self assessment both in relation to tenant satisfaction and service improvement.. Speakers: John Stevenson, Complaints Standards Authority Project Officer, Scottish Public Services Ombudsman & Stephen Daly, Section Head – Customer Service, West Dunbartonshire Council Workshop 2: Making tenant assessors part of the business As the draft Scottish Social Housing Charter makes clear, tenants will need to be ‘satisfied’ with a landlord’s performance. How can this be evidenced? This session will look at how one organisation is working with tenants to make this possible. Speakers: Margaret Grant, Housing Services Manager, Bridgewater Housing Association Workshop 3: Self assessment, the SHBVN way In this session, SHBVN and a partner landlord will share how they identified what to measure, how they went about measuring it and the impact it had on the organisation’s improvement. Through this ‘journey’ they will show both what worked and what didn’t. Speaker: Fiona Jackson, SHBVN and John Wolstencroft, Quality & Performance Manager, Dundee City Council (SHBVN partner organisation) 3.45 Chair’s closing remarks 4.00 End of conference