Resident Involvement at Notting Hill Genesis Welcome introductions

Resident Involvement at Notting Hill Genesis

• Welcome, introductions and outcomes for today • A quick recap: what has happened since our first meeting in March? Agenda • Summary of key themes from resident discussions • The Mission Statement • The Resident Promise • The Housing Green Paper • The new Resident Involvement model • Next Steps

What have we been doing? • • Joint meetings of the equality, diversity and disability panels Residents Associations meeting Co-op meeting Discussions with LSPs and Customer Scrutiny Panel members Resident shadowing of resident meetings Discussions with staff who support existing groups New Resident Services Committee established Involvement Day 1 st May

Involvement Day!

Key themes

Notting Hill Genesis will ensure that residents' voices will be heard and acted upon through Resident Involvement. Through effective scrutiny, recommendations and feedback, staff and residents will work together to build trust and improve services for the benefit of all.

Our resident promise The NHG pledge • Your tenancy or lease agreement will not change • Residents will be at the heart of overseeing and shaping services • We will build more homes for low-cost rent • Rents and service charges will only increase in line with normal guidelines • Residents will not be asked to move We will improve: • The repairs and maintenance experience • Accessibility: through easy, localised, personal services • The accuracy and transparency of service charges We will develop new services, with you: • A fully self service digital service • A repairs system which allows you to track jobs • More choice and convenience around repairs appointments • Wider availability of services • An online platform so you can see what is happening with your enquiry or complaint • Clear transparent processes for challenging service charges

Housing Green Paper “A new deal for social housing” published on 14 August 2018. It is underpinned by five principles: • ensuring homes are safe and decent • effective resolution of complaints • empowering residents and strengthening the Regulator • tackling stigma and celebrating thriving communities • expanding supply and supporting home ownership.

Proposed Resident Involvement Model Resident Oversight & Scrutiny Group Local Cocreation projects (until April 2020) Task & Finish projects Resident Services Committee

Local Offer

Estate Monitors Local task and finish Other local meetings Local Forums RAs Local Offer Individual conversations

• They will identify at a local level issues that need wider / deeper examination Local Forums • Attendance is more open, meeting topics publicised in advance but residents can attend one meeting if they would prefer • They are tenure blind • They are topic based, about local housing management services

Task and Finish Co-Creation

‘Task & Finish’ groups are timed and task focused groups, working over a few months to review a specific area of service. NHG will look for up to 10 residents to participate in each piece of work, where residents can be involved face to face or digitally. So far… • Antisocial Behaviour • Accessibility – Accommodation Review Coming up… • Communications • Local issues

Co-creation is a management initiative, that brings different parties together (for instance, a company and a group of customers), in order to jointly produce a mutually valued outcome

• So far… • Resident Promise Cocreation • New Housing Operating Model • Hubs – more detailed work. E. g. Lettings and sign-up processes • Coming up… • All directorates • Further involvement in shaping specific services. E. g. Income collection, local services, new property design & resident aftercare

Other Activity

Health & Disability Support Group LGBT Forum Focus Groups On-line polls Ad-hoc requests • Cross cutting group • Related task and finish • Houseproud research pledges • Related task and finish • To feed into specific projects • Quickly gauge opinion • Policy reviews • Contact monitoring • Procurement

• Resident oversight and scrutiny group

Governance

Board & Resident Services Committee Stephen Bitti – Board member & Chair of Resident Services Committee (Legacy Genesis Tenant) Linde Carr – Board member & Resident Services Committee member (Legacy Notting Hill Tenant) Alessandro Storer - Resident Services Committee member (Legacy Genesis Leaseholder) Patti Openibo - Resident Services Committee member (Legacy Notting Hill Tenant) Julia Bird - Resident Services Committee member (Legacy Genesis Shared Owner) Debra Edwards - Resident Services Committee member (Legacy Notting Hill Leaseholder)

Resident Services Committee 1 2 To ensure that a quality service is provided to customers: a. to receive and comment on strategies and plans for the continuous improvement of services to customers b. to comment on customer facing policies, including responses to changes in government policies which affect NHG residents c. to receive and comment on performance data for key customer facing activities and annually review the performance of each residential business activity d. to consider feedback from resident scrutiny groups in relation to service delivery and any associated recommendations e. to consider and review how major service areas are delivered, e. g. repairs, cleaning and gardening to ensure customer needs are being met as well as efficiencies delivered f. to receive and comment on reports relating to the work done to improve resident life changes and community enhancement activities To monitor effectiveness and resident engagement activities including the development of opportunities for customers to be involved in the governance of the organisation

Next steps • Applications to new Oversight and Scrutiny Group • Pilot local forums in North & South – new approach • Task & Finish projects • Co-creation work • Continue with specialist groups • Review new approach end March 2019

Thank you