Resident Scrutiny at Wherry HA. Where did we start? A series of panels looking at performance data...

Resident Scrutiny at Wherry HA

Where did we start?

A series of panels looking at performance data including…..• “Way Ahead with Wherry” our landlord wide residents group• Patch Panels• Property Partnership Board

And checking the Wherry service…..• Mystery Shoppers• Readers Panel• Property Inspectors

Becoming Co-Regulatory Champs!

Terrington St Clement ‘Trailblazer’

• Charter Agreed• Multi Agency – Policy, Housing Associations, Local Authority, Fire Service and Norfolk County Council • And Residents of course…


How did it work?

• Resident decided on impact and importance. • Creation of ‘Neighbourhood Action Plan’• Community and multiple agenices involved


What were the outcomes?

• Multi Landlord Charter– E.g. clearing and repairing communal areas

• Replication by the Norfolk Housing Alliance • Ongoing monitoring of Action Plan at quarterly ‘Terrington Neighbourhood Standards Panel’


Increase in resident satisfaction

• Overall satisfaction with your neighbourhood as place to live: Increased from 87% to 96%• Taking everything into account, how satisfied are you with the services that your landlord provides: Increased from 79 % to 84 %• How satisfied are you that your views are being taken into account: Increased from 71% to 86%


Other outcomes

• Reduction on ASB• Reduction in number of empty homes and reduction in refusal rates


Lessons learnt from the Terrington Experience

• A Multi Agency approach is most effective• Need buy in from the right people• Need to lead from the top to provide strategic direction and focus

Wherry’s Scrutiny Panel

Setting up the Panel

• WAWW wanted to give overall direction to the Panel

• Developed a Terms of Reference (using TPAS guidance)

• Members of Panel included tenants and leaseholders


Training the Panel

• Completed Resident Skills Analysis • Programme of training available on Wherry’s services• Mentoring through external consultant• External conferences/ learning opportunities


What’s been achieved?

• ASB and Complaints Review– Customer Journey Mapping with Residents.– Reduced time to respond to complaints– ASB customer satisfaction surveys no longer handled by Wherry

staff– Ongoing monitoring


What’s been achieved?

• Report went to WAWW with recommendations and Wherry Board


Next Steps

• Out of hours review– Spoken to staff– speak to residents– Visit out of hours contractors


Lessons learnt

• We’re still Learning• takes time- don’t rush it• Plenty of training and support e.g. interviewing techniques•Start small !

Need to be clear about- • aims and objectives• how fits in with other forums/ groups- residents groups and management groups/ board• How to identify priorities


And the Residents perspective…..

Rob Duhig

Resident Scrutiny at Wherry HA. Where did we start? A series of panels looking at performance data...

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