Case study - Metropolitan Housing Partnership
Resident inspector training programme
In August 2008, Metropolitan Housing Partnership (MHP) asked HQN to train a group of MHP residents to become inspectors. Committed to widening and deepening the involvement of its residents in service improvement, MHP challenged HQN to design and deliver an innovative programme which would go beyond the work already being done by its residents.
The training began with an invitation to all residents to come along to Taster Days. During those sessions the proposed work of a Resident Inspector was described and people had chance to practise some of the skills required. Fifteen residents were interested enough to begin the three-stage training programme under the guidance of Gill Stead and Sue Farrant of HQN.
Skills transfer to MHP was one of the training objectives and Pat Goldfeather, MHP's Customer Service Development Manager, worked alongside HQN throughout.
"It's been a very good experience"
The intention was to train the MHP residents to conduct in-depth inspections of landlord services, going well beyond a 'tick box' exercise. HQN gave MHP's resident inspectors the knowledge and the skills they would need to use the Audit Commission's Short Notice Inspection methodology. The trainees learned to assess service delivery against the KLOE's and MHP’s own service standards, bringing to the inspection process the added dimension of their own experience as a tenant. In short, these trainees were being prepared for the emerging co-regulation regime.
"I feel really proud of this"
In the first stage of training, the residents learned about housing inspection and practised inspection skills. MHP also provided IT training for those who needed to learn how to use Excel, Word or PowerPoint. Then the residents carried out an inspection of Access and Customer Care, under the leadership of the HQN trainers. They prepared by looking at performance data and customer information and then spent two days on site, interviewing staff, checking files and carrying out reality checks. At the end of the inspection, the residents gave informal feedback to senior managers and then went away to work with HQN on their reports.
At stage two, HQN provided training in note taking and evidence recording and then the residents took the lead on a second inspection of Access and Customer Care in other parts of the Group. HQN was on hand to give guidance as necessary. For the third and final stage, the residents were given a day’s training on inspecting Gas Safety and Asbestos Management before planning and conducting their own inspection. This time, HQN’s input to the inspection came at the end, when the trainer challenged the resident inspectors’ findings and checked that their conclusions were evidence-based.
"I've learnt a lot of stuff that will stay with me for life now"
The training was very demanding and not all of the residents were able to make the commitment required and reach the high standard expected of them. However, five stayed the course and on 30 October 2009, MHP’s first fully qualified resident inspectors were presented with certificates in recognition of their achievement.
Was all the hard work worthwhile? Definitely, according to both the residents and MHP. The residents have gained skills, knowledge and confidence and for some it will be a significant step on their way back into employment. MHP has made significant changes to its processes as a result of the inspections and also believes that working with residents in this way has brought about a cultural shift which will be of lasting benefit to the businesses in the group. MHP has a waiting list of residents wanting to become inspectors and plans to deliver the next round of training largely in-house.
Want to find out more?
HQN and MHP carried out a series of seminars in which they shared their experience and gave advice to other social landlords to set up their own resident inspector programmes. They are also interested in talking to other landlords about sharing resident inspector training and about 'swapping' qualified resident inspectors.
July 2011 update: No regulatory respite for MHP
MHP has announced the graduation of its newly qualified resident inspectors. The recent graduation has doubled the number of residents who have been trained to carry out inspections of MHP services, to the same standards of scrutiny as former Audit Commission inspectors.
Recent announcements by the Tenant Services Authority (TSA) to eradicate short-notice inspections make the graduation extremely timely. The need for housing associations to adopt an independent self-regulatory approach has become more important than ever.
Bill Payne, Chief Executive, MHP commented: “Given the radical change facing the TSA, resident inspectors are no longer just a useful addition, they have become integral partners holding us landlords to account. They have helped MHP to deliver service improvements that reflect real priorities.”
“We have spent the last three years working with our tenants to develop a robust approach to self-scrutiny that mirrors the former short notice inspection regime. It keeps us on our toes and is becoming part of everyday life. It makes our vision of “improving life together” take on real meaning,” he continued.
The inspection programme, which has been designed jointly with the Housing Quality Network (HQN), helps drive service improvements. It assesses services as they are experienced by residents against the benchmark of an excellent performing housing association. To date, twelve in-depth inspections have been completed across a variety of service areas.
The resident inspectors are required to complete at least a year of rigorous training, covering areas such as housing regulation, voids standards and gas safety. Speaking at the graduation, new resident inspector, Graham Allen, said:
"People within the organisation respect what the resident inspectors do which makes a big difference. We know our work is informing improvements to services.”
Newly qualified resident inspector, Yvonne Cannaby, has previously been an MHP Board member and has sat on scrutiny panels and local residents groups. She said: "Being involved in the resident inspector programme is the best way of making real changes to the services that I and other residents receive.”
Gill Stead, Director – Performance Improvement, HQN said: “The resident inspector programme opens an organisation up to external challenge and real scrutiny from its residents. MHP is recognised as leading the field in resident inspection work. The calibre of each resident inspector is incredibly high and has built the credibility of the scheme, and I’m pleased to say the new inspectors are maintaining the standard.”
Pat Goldfeather, Service Scrutiny Manager, and programme lead said: “I am immensely proud of what the resident inspectors have achieved. The resident inspection team has demonstrated to the Board that they can hold the organisation to account and make detailed recommendations for improvement. Importantly, our commitment to the service scrutiny programme shows that MHP does not view the change to the regulatory environment as a regulatory respite.”
Any housing associations who would like to know more about setting up a resident inspection programme, or arranging taster days for staff and residents, should contact Anna Pattison at HQN on 0845 4747 004 (email anna.pattison@hqnetwork.co.uk) or Pat Goldfeather at MHP on 0115 988 7314 (email pat.goldfeather@mhp-online.co.uk)
Contact
For further information please contact Anna via email at anna.pattison@hqnetwork.co.uk or telephone the HQN office on 0845 4747 004.
Or alternatively use our support enquiry form.
