Service Improvement Panel Update 1

[vc_row][vc_column width=”1/1″][vc_column_text animation=”no_animation”]Our Resident Scrutiny and Improvement Group (RSIG) helps to monitor our performance, make decisions and recommend changes to ensure that we continue to improve and have our customer interests at heart. In the first of a series of regular blogs about the Group’s activities, member Judith Goodger describes the work that she is involved with.

It’s always busy and lively at bpha Resident Scrutiny and Improvement Group (RSIG) meetings with lots of items to make decisions on and lots to plan.  I’ve been a member of RSIG for a year now and I still feel that I’m learning new things at every meeting. I’ve had a lot of training in scrutiny and presentation skills and at our June meeting, I was asked to write a blog (entirely new to me) to inform people what we do. So here goes…

This month we reviewed the STAR Customer Satisfaction Survey action plans from Housing Management, Property Services and Customer Contact in response to our comments at our April meeting on the STAR 2012 report. This report (based on questionnaires sent to a sample of 2,036 bpha residents) highlighted views and concerns expressed by those residents. The action plans to address areas of concern highlighted by RSIG will be closely monitored by us to ensure satisfactory outcomes in the timescales set.

We also looked at the Regulatory Standards for Housing Providers which came into force on 1st April 2012 and were published by the Homes and Communities Agency (HCA).  The HCA is the national housing and regeneration delivery agency for England, enabling local authorities, housing providers and communities to meet the ambition they have for their areas. The HCA took over from the Tenant Services Authority (TSA) in April. There are many reforms and changes in the new regulatory standards and the main area RSIG will be involved in is the ‘Tenant Involvement and Empowerment Standard’. RSIG will play a very important part in ensuring this standard is met as we are the scrutiny system for bpha so there will be much to plan and report on in the next 12 months.

Other items on the agenda were a report from the sub-group which looked into the mystery shopping report on personal visits to Pilgrims House. There was also a report from two members who had met with Judith and Adam to find out about the progress of Good to Great. We discussed the procedures for working successfully in subgroups and also heard about the Residents Annual Report for 2012 which RSIG are responsible for producing.

There’s a lot going on but the most exciting part of the meeting for me was planning RSIG involvements in a number of events which will take place in the next few months: there is the bpha Stakeholder Conference, Bedfordshire Tenants Forums Resident Networking event in July. In September there is the East 7 Scrutiny Conference. And of course there is our next meeting at the end of July.[/vc_column_text][/vc_column][/vc_row]