Working with the Charter Angela Currie, SHBVN CIH Conference September 2013 Scottish Housing Best Value Network Fourth Floor, 125 Princes Street, Edinburgh EH2 4AD Scottish Housing Best Value Network is a registered charitable organisation. Charity number: SCO42381
Overview • What’s New? • Reporting to SHR • Reporting to Tenant’s • Customer Satisfaction & Self Assessment Scottish Housing Best Value Network Fourth Floor, 125 Princes Street, Edinburgh EH2 4AD Scottish Housing Best Value Network is a registered charitable organisation. Charity number: SCO42381
SHBVN • Benchmarking Club – 15 years • Practice Exchange & Self Assessment • 80+ members • www.shbvn.org.uk Scottish Housing Best Value Network Fourth Floor, 125 Princes Street, Edinburgh EH2 4AD Scottish Housing Best Value Network is a registered charitable organisation. Charity number: SCO42381
What’s New Scottish Housing Best Value Network Fourth Floor, 125 Princes Street, Edinburgh EH2 4AD Scottish Housing Best Value Network is a registered charitable organisation. Charity number: SCO42381
Key Dates • Charter published April 2012 • Indicators & Technical Guide published October 2012 • Customer Satisfaction Guidance published March 2013 • Updated Technical Guide published April 2013 Scottish Housing Best Value Network Fourth Floor, 125 Princes Street, Edinburgh EH2 4AD Scottish Housing Best Value Network is a registered charitable organisation. Charity number: SCO42381
Key Requirements 1. Begin collecting data on 1 st April 2013 Submit annually to SHR 2. Conduct large scale customer survey at least every 3 years Guidance stipulates how this should be done and can be spread out over 3 years 3. Report Charter results to tenants By October each year – starting 2014 Scottish Housing Best Value Network Fourth Floor, 125 Princes Street, Edinburgh EH2 4AD Scottish Housing Best Value Network is a registered charitable organisation. Charity number: SCO42381
New Approach to Scrutiny??? • Risk based and shifting emphasis on good governance • Desk top exercise for most • Data verification visits increased • Concerns over accuracy will increase risk rating Scottish Housing Best Value Network Fourth Floor, 125 Princes Street, Edinburgh EH2 4AD Scottish Housing Best Value Network is a registered charitable organisation. Charity number: SCO42381
The Indicators! Scottish Housing Best Value Network Fourth Floor, 125 Princes Street, Edinburgh EH2 4AD Scottish Housing Best Value Network is a registered charitable organisation. Charity number: SCO42381
Summary 37 Charter Indicators – 25 New – 6 Amended – 6 Existing – 11 are satisfaction – 4 LA's only – 2 each to Gypsies and Factors 32 Contextual Indicators – 5 New – 8 Amended – 19 Existing Scottish Housing Best Value Network Fourth Floor, 125 Princes Street, Edinburgh EH2 4AD Scottish Housing Best Value Network is a registered charitable organisation. Charity number: SCO42381
7 Repairs Indicators 7. % of stock meeting the SHQS. 8. % of properties at or above the appropriate NHER (National Home Energy Rating) or SAP (Standard Assessment Procedure) ratings specified in element 35 of the SHQS. 11. Average length of time taken to complete emergency repairs. 12. Average length of time taken to complete non-emergency repairs. 13. % of reactive repairs carried out in the last year completed right first time. 14. % of repairs appointments kept. 15. % of properties had a gas safety check completed by the anniversary date. Scottish Housing Best Value Network Fourth Floor, 125 Princes Street, Edinburgh EH2 4AD Scottish Housing Best Value Network is a registered charitable organisation. Charity number: SCO42381
3 Repairs Satisfaction Indicators 9. Percentage of tenants satisfied with the standard of their home when moving in . 10. Percentage of tenants satisfied with the quality of their home. 16. Percentage of tenants who have had repairs or maintenance carried out in last 12 months satisfied with the repairs and maintenance service . Scottish Housing Best Value Network Fourth Floor, 125 Princes Street, Edinburgh EH2 4AD Scottish Housing Best Value Network is a registered charitable organisation. Charity number: SCO42381
Reporting & Auditing Scottish Housing Best Value Network Fourth Floor, 125 Princes Street, Edinburgh EH2 4AD Scottish Housing Best Value Network is a registered charitable organisation. Charity number: SCO42381
Annual Report to Tenants • Landlords must publish report by end of October (2014 start) • Tenants and service users must have say in content • New requirement for all social landlords Scottish Housing Best Value Network Fourth Floor, 125 Princes Street, Edinburgh EH2 4AD Scottish Housing Best Value Network is a registered charitable organisation. Charity number: SCO42381
Beware………. • SHR doubling their data verification visits • On-site checking of data provided via APSR and ARC • Forensic analysis of the records • Need to be prepared Scottish Housing Best Value Network Fourth Floor, 125 Princes Street, Edinburgh EH2 4AD Scottish Housing Best Value Network is a registered charitable organisation. Charity number: SCO42381
Help Available • Data Matters – SHR Publication • SFHA Guide on the Charter Indicators • SHBVN validation service • Consultants/Auditors Scottish Housing Best Value Network Fourth Floor, 125 Princes Street, Edinburgh EH2 4AD Scottish Housing Best Value Network is a registered charitable organisation. Charity number: SCO42381
Customer Satisfaction Measurement & Self Assessment Scottish Housing Best Value Network Fourth Floor, 125 Princes Street, Edinburgh EH2 4AD Scottish Housing Best Value Network is a registered charitable organisation. Charity number: SCO42381
Large Scale Survey • Every 3 years minimum • Guidance stipulates sample sizes, acceptable methodology, weighting etc. • Have you decided: - When - Methodology - Sample Size - Lead Officer - Budget - Analysis - External commission Scottish Housing Best Value Network Fourth Floor, 125 Princes Street, Edinburgh EH2 4AD Scottish Housing Best Value Network is a registered charitable organisation. Charity number: SCO42381
STAR in Scotland • Includes SHR requirements in core questions • Additional bank of questions to choose from • Free of charge • Survey Monkey template for SHBVN members • Can benchmark results • www.shbvn.org.uk Scottish Housing Best Value Network Fourth Floor, 125 Princes Street, Edinburgh EH2 4AD Scottish Housing Best Value Network is a registered charitable organisation. Charity number: SCO42381
Other Methods • Telephone • Postal • Face-to-face Report result to SHR plus …………….. - Sample size - Methodology - Return rate Scottish Housing Best Value Network Fourth Floor, 125 Princes Street, Edinburgh EH2 4AD Scottish Housing Best Value Network is a registered charitable organisation. Charity number: SCO42381
Repairs & Maintenance Service Self Assessment Scottish Housing Best Value Network Fourth Floor, 125 Princes Street, Edinburgh EH2 4AD Scottish Housing Best Value Network is a registered charitable organisation. Charity number: SCO42381
Not a tick box exercise….. • Biggest area of spend for the organisation • Quality is critically important • The key service element that will impact most on tenant opinion Scottish Housing Best Value Network Fourth Floor, 125 Princes Street, Edinburgh EH2 4AD Scottish Housing Best Value Network is a registered charitable organisation. Charity number: SCO42381
Have you considered…. Cost & performance Tenant led Quality reporting inspection – Tools scrutiny panels Comprehensive Customer Understanding Self satisfaction assessments measurement Mystery Quality shopping control Scottish Housing Best Value Network Fourth Floor, 125 Princes Street, Edinburgh EH2 4AD Scottish Housing Best Value Network is a registered charitable organisation. Charity number: SCO42381
A methodology • SHBVN setting up a working group to come up with a methodology for ‘right first time’ • Need a few volunteers • Will get view from SHR and share will all Scottish Housing Best Value Network Fourth Floor, 125 Princes Street, Edinburgh EH2 4AD Scottish Housing Best Value Network is a registered charitable organisation. Charity number: SCO42381
Angela Currie Director SHBVN 0131 240 5227 angela.currie@shbvn.org www.shbvn.org.uk Scottish Housing Best Value Network Fourth Floor, 125 Princes Street, Edinburgh EH2 4AD Scottish Housing Best Value Network is a registered charitable organisation. Charity number: SCO42381
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