6 th November 2013 Scrutinynet Yvonne Davies Director Scrutiny amp Empowerment Partners Ltd For Discussion Housing Ombudsman What exactly is this 8 week rule Recruitment to Panels From where Requirements Impartiality ID: 635253
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Complaints – the many questions from members6th November 2013Scrutiny.net
Yvonne Davies
Director,
Scrutiny & Empowerment Partners LtdSlide2
For DiscussionHousing Ombudsman - What exactly is this 8 week ruleRecruitment to Panels - From where? Requirements? ImpartialityInterview formats, questions and requirements
Training necessariesKey documentation The toolkitSlide3
What exactly is the 8 week ruleS180- variety of choices at end of internal complaint process:Can wait 8 weeks and go to HoSGo a Designated Person and ask for immediate referralIf the complainant is accepted or refused the referral to the Designated Person, they will have access immediately to the HoSSo….the complainant can run a dual track
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Recruitment sources to PanelsScrutiny PanelsExisting involved tenantsSkills and behavioursNewly involved tenantsNo formal requirements but..
T Panel must be accepted by the landlord, so you might want to build something into a terms of reference which can also become your recognition criteriaSlide5
ImpartialityPaperworkTrainingMock Panels – real casesBalanced judgementsRelationship Management
Communications planningStaff awarenessSlide6
Interview formats and requirementsInformal - Short questionsTable talk - Behaviours and skillsShort written analysisInternet savvy?
ArticulateCalm under pressureProcess – volume of complicated data
Self awareness
Staying power!
Questions to askSlide7
Training – the essentialsPaperworkTeam workGroup workEquality & vulnerable clientsReport writing
Presentation skillsNegotiation skillsRelationship management
And if you want….advocacySlide8
Key documentationTerms of referenceCode of conductConfidentiality agreementRole description
Leaflet on the scheme How to contact
What you expect from the Panel
What they get in return
Where is the report going?Slide9
The ToolkitWinter time4 HAs and YvonneAvailable through Tenant AdvisorTenant to tenant adviceLandlord to landlord advice
PaperworkTrainingP
rocess
TPAS Movie!Slide10
Thank-you for listeningQuestions and Discussionwww.tenantadvisor.net
yvonne@tenantadvisor.net
Tel:
07867 974659
www.tenantadvisor.net/blog