Peer Review Inspection TeamPeer Review Inspection Team
What is a Peer Review?
The Inspection Regime is changing and there is a much greater reliance on self-assessment in order to improve and demonstrate excellent performance and service delivery.
The expectation is that housing organisations should have in place systems that monitor continuous improvement and indicate what is happening within the business.
In addition to this the role of Customers in the regulation/inspection/monitoring is becoming an integral part of what we do and an expectation from the Audit Commission that this is evident and demonstrating improvement.
As a consequence Tristar Homes has established, following training provided by the Northern Housing Consortium, a group of officers who are going to undertake internal peer reviews.
These peer reviews will provide a mechanism for self assessment, objective testing of services and an opportunity to capture good practice. They are also a tool in themselves to help drive improvement and provide an opportunity for customers to play an important role in Inspection.
The officers involved in the internal peer review include:
Janice McNay - Performance and Service Improvement
Kay Glew - Housing Management
Heather Hall - Financial Services
Merilyn Wilson - Technical Services
The peer review team have completed one full service inspection which inspected the Leasehold Service.
Short Notice Inspections
The Peer Review team have also undertaken a short notice style inspection in the same way in which the Audit Commission undertake their inspection process. The Team provided Steve Boyd, Managing Director with 5 working days notice and the team were on site for 3 working days. A short written report was compiled following the inspection taking place.
We were delighted that our Tenant Inspectors were actively involved during the 3 days on site inspection where they undertook mystery shopping, staff interviews, helped facilitate staff focus group and reviewed written publications and evidence provided.
One of our Tenant Inspectors commented "I have been involved with Tristar Homes for many years. I'm on lots of groups but the Peer Review Short Notice Inspection was absolutely the best thing that I've ever done with Tristar Homes. The staff have been lovely, very professional and its been a really good experience and one that I would love to do again"
The Peer Review was undertaken on Allocations and Empty Properties and a copy of the final report was presented to the Executive Management Team in January 2009.
Housing Operations Manager responsible for Empty Homes has established an action plan to address the recommendations highlighted in the report.
Any customer who wishes to become a Tenant Inspector please contact the Customer Involvement Team on 0844 736 0007
Downloads
Allocation and Empty Properties Action Plan
(61.4Adobe PDF)
Allocations and Empty Properties
(95.7Adobe PDF)
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