Are you new to Scrutiny?

…the route to success

18th June 2012

Janene Glover, Wulvern Tenant &Yvonne Davies

Scrutiny & Empowerment Partners

Stages of scrutiny1. Find out all you can about the service before

you start2. Review documents and hear from staff,3. Decide what’s good? What’s not?4. Pull this into a report5. Present your recommendations6. Make sure the results are delivered

12 weeks of information gathering and decision making

Where do we start? What facts do we need to know? Where will we get them? Who do we need to interview and observe? What information do we need to analyse? How do we determine what to value most? How will we share the work and who can help? What are the stages and who will be involved in these? Where will we meet and keep evidence? When do we know we are done?

What skills might help?• Team Building• Assertiveness• Conflict handling• Negotiation skills• Confidentiality and data

protection• Diversity and equality• Understanding business

planning processes and budget times

• Procurement and contract management

• Data collection

• Understanding value for money

• Effective evidence gathering• Benchmarking• Interpreting performance

data• Interview techniques• Report writing• Presentation skills• Effective meetings

Recruitment

AdvertisingNewly involved tenants or existing tenants?Taster sessionsSkills BehavioursPrevious involvement? Volunteering?Being honest about the time commitment

Getting the basics in place

Training planDeciding what to review next

Review your structure and ways of working:Terms of Reference Code of ConductGet yourself a timed planner

How do we deliver the service?Tenant Services Authority – new standards from April 2012

Knowing the base line of expectations of the regulatorWhat are the local standards set by the landlord

Asking for help

What the Landlord thinks are the strengths & weaknesses of the service?What improvements are underway?What is being spent and where?

Measuring What gets measured gets done!

What are your landlords priorities for the service?What are the quality and cost assurance processes which exist?Do you think that service is value for money – why?

Speak to staffInterviewing staff and contractors

Who shall we speak to?Who shall we observe?Who will do this?What do we need to know?

Think - How might experienced staff be feeling?

Communicating

Speak to existing involved customersWhat did they think of the service?

Non involved customers:Surveys; estate visits and walkabouts

Simply the best

What do you think of the way that other landlords do things

Do you have time to go and visit them?Is it worth it?

Sifting the evidence

Identifying the strengths and weaknesses of service

Analysing your findings in progress meetingsKnowing when to stop digging!Knowing what is most important Listening and negotiating with each other

Report writing & Presentation of findings

Report writing skillsExamples of reports www.tenantadvisor.netDeciding on the style and detail of contentPresentation skillsReporting to the Board – what to expect?

So what?

Action PlansCheck what you asked for has been done

Easy!!???So then you start scrutinising another serviceBut which one?

Thanks for listening -any questions?

………Don’t ever be afraid to ask for help

yvonne@tenantadvisor.netTel: 07867 974659

www.tenantadvisor.net/blogs