Your questions about Berneslai Challenge answered

Barnsley Federation of Tenants and Residents are seeking to work alongside the tenants and residents of Barnsley to scrutinise the service that is provided by Berneslai Homes. We want to make sure that the service you receive is the service you deserve.

You are helping us achieve this be sitting on one of our scrutiny panels.

So why are we doing this?

The Tenants Services Authority, (TSA), is the new regulator for social housing and with them has come a new set of standards that Berneslai Homes has to meet. We need to make sure they are adhering to them so we need to set a robust and honest framework up to ensure they carry on delivering services to the correct standards.

What does Scrutiny actually mean?

Scrutiny means taking a good look at each service area that Berneslai Homes and its partners provides and drilling down into the fine detail to ensure that they are delivering the service that they say they are and that it is reflective of our customer’s experiences. Basically you will be checking that the work they do meets tenants’ needs.

What is a scrutiny panel?

The panels will be part of a framework that will address how Berneslai Homes are performing in line with the standards that are set out by the TSA.

Each panel will consist of between 6 and 8 tenants or residents with a tenant majority. The panels will all be chaired by a tenant with support from a Berneslai Homes officer.

What will the panels cover?

We will have four panels, each concentrating on one service area. We have grouped some of the standards together as this reflects the way in which your services are delivered.

The panels will reflect the TSA standards which are:

They will also look at the local offers that you have helped design.

Some strands like value for money and community engagement are cross cutting so they will be relevant to some degree in all the standards.

Why are we having scrutiny panels?

The TSA have built their regulatory approach around the concept of co regulation. This means that tenants and their landlords must work together to deliver your services and that as customers your voice is heard.

We need to make sure that Berneslai Homes are getting it right first time so by involving you in scrutinising performance, we will have a clear and transparent framework to report any non compliance.

How often will the panel meet?

The panels will meet twice a year but you may have to attend training or meetings in between meetings. This may mean shadowing a member of staff or reading a report or even going on a site visit.

How much time will I need to commit?

The meeting will last approximately 2/3 hours but you may wish to meet in between times to do quality checks or to attend training.

Do I need any specialised skills to join a panel?

No, training will be given. You just need a commitment and an interest in the area of service that you have expressed an interest in.

Will I be given any training?

Yes, training will be given to all successful applicants – some of the training will be generic others will be more specialised depending on the service area.

Don’t be put off if you are a new tenant or don’t know a lot about Berneslai Homes as training will be given that details how the ALMO operates.

The training will start in January and will be delivered by TPAS the Training and Participation Advisory Service. The more generic training will be delivered by Northern College and you can even stay residential if you like.

Who will chair the panels?

Each panel will be chaired by a tenant or resident to ensure that the process is transparent. But you won’t be on your own you will be supported by the Federation Advisor and the Federation Chairperson.

Will I get paid for it?

Any travel, carers or childcare costs will be met. Refreshments will also be provided. When you attend a training course then lunch and dinner, if applicable, will be provided.

What difference will it actually make?

A big difference – its not just about ticking boxes, we need to ensure that our landlord is complying with the TSA and who better to tell us than you.

This is a giant leap forward for tenants and a new way of working for landlords.

This will give you a real say in how services are run and a strong footing for ensuring accountability and transparency.

You will also be representing all the tenants in the borough so by taking part you are making a big difference not just for the people in your neighbourhood but for all the tenants in Barnsley.

Will I be given access to all the information I need?

Yes, as part of a scrutiny panel you will have open access to both staff and information you require to carry out your role successfully. For example if you feel that it would be helpful to sit in on a customer care meeting you can request to do so. If you would like to job shadow a member of staff for the day this may also be possible.

If I decide this isn’t for me, will I still get to find out about performance?

Yes, each year a Customer panel will be dedicated to providing feedback to our customers from all four panels. You can also check for progress on the Federation website and via Open House and at Federation meetings.

All Berneslai Homes performance information is published on the website and can be accessed via www.berneslaihomes.co.uk.

How do non compliances get reported to the panels?

Via your local steering group which will then be fed into the appropriate panel for investigation. Each area has a steering group that meets on a monthly basis so reporting any potential problems or highlighting issues is easy.

Or you can let a member of the Federation know who can then follow it up for you. Any non-compliance can also be reported to the Customer Services Team. All calls for action will be passed to the appropriate panel for investigation. Remember that person issues can not be resolved by a scrutiny panel.

If any panels find that Berneslai Homes are not performing as they should, they have the power to issues “Challenge Cards”, which will be given to the service area in question. The service area will then have a set amount of time to respond.

How are the Berneslai Challenge Panels shaping up?

Well to date we have 70 applicants, so a big thank you to all our customers that have responded.  We have already started training, but its still not too late to get involved. So keep an eye on our website for further details.

Any more questions then just contact:

Claire Hawley via email clairehawley@berneslaihomes.co.uk