Knightstone inspecting with impact - bridging the gap Exeter

1. Inspecting with Impact – adding
value from beginning to end
TPAS SW Conference, Exeter
Mon 9th February 2015

2.  Dave Page, Resident Inspector and Chair of the
Business Improvement Group (BIG)
 Chris Handscomb, Vice Char of the Business
Improvement Group (BIG)
 Dave Withers, Chair of the Resident Involvement
Strategy Group (RISG)
 Stella Milsom, Resident Involvement Manager
Your workshop hosts are……

3. Meet our Family of Groups, placing our residents at the heart of
the governance of Knightstone
The journey so far……
Bringing it all together
Stretching your legs!
Time for some questions
The Workshop

4. Meet our Family
of Groups
(FoG)

5. Board
Resident
Involvement
Strategy
Group
(RISG)
Business
Improvement
Group (BIG)
Communication
s Group (CG)
Equalities
Group (EG)
Contract
Performance
Management
Group
(CPMG)
E-panel
Priorities
Group (PG)
Family of Groups (FoG)

6. • Terms of reference including membership terms
• Role descriptions for both resident volunteer and staff members
• A workplan or agenda planner
• Agendas and minutes of business meetings, these are available
on our website
Every group has….

7. • 15 members with equal voting rights
– 8 elected resident members
– 7 Assistant Directors
– Resident Chair and Vice Chair
• Resident members are elected for a 3 year term
through partial annual elections
• The group scrutinise our performance and shape
developing policies and strategies
• Agendas and minutes are published to our website
Resident Involvement Strategy Group (RISG)

8. • This our group of Resident Inspectors
• Established in 2010 our Resident Inspectors have
undertaken 100 hours of training to understand
the organisation, performance management
information and how conduct an effective
evidence based inspection
• BIG have an annual programme of inspections
and will carryout at least 3 inspections a year of
their choice.
Business Improvement Group (BIG)

9. The journey so
far……..

10. • In the Winter of 2010 we worked with Resident
Volunteers to form the Business Improvement Group
• This was one of our responses to co-regulation
• Although we did a selection process no-one was
deselected!
• We worked together to develop a training and support
programme
• Our new resident inspectors did a 100 hours of
training and this all came together in pilot inspection in
July 2012
How it all began…….

11. • Welcome to Knightstone
• Effective meetings
• Interviewing skills and surveys
• Team working
• Understanding performance information and interpreting data
• Basic Project Management
• Report writing
• Triangulation of evidence and forming questions
• Equality and diversity training
• Lots of shadowing……….
Training included…….

12. Stage 1 : Setting the annual Inspection Programme
Stage 2: Scoping the individual inspection
Stage 3: Desk top review
Stage 4: Gathering more data, interviews, surveys,
shadowing
Stage 5: Drawing our conclusions
Stage 6: Writing the report and making our
recommendations
Stage 7: Business response to recommendations
Stage 8: On going monitoring of actions
The Lifecycle of an Inspection

13. Setting the annual
Inspection
Programme
Stage 1

14. Scoping
each
Inspection
Stage 2

15. Stage 3
Desk
top
review

16. Gathering
more
data
Stage 4

17. Drawing
our conclusions
Stage 5

18. Write
our
Report and make our
recommendations
Stage 6

19. Business
response
to
recommendations
Stage 7

20. On-going
monitoring
of actions
Stage 8

21. • Communication with residents during stock swaps
• Out of hours service – Invicta
• Customer contact service
• Grounds Maintenance
• Voids process
• Expressions of dissatisfaction, complaints and compliments
• Financial transactions
• Current Mobile working (in progress)
• Examples of our reports are available today and on the
Knightstone website
Our Inspections

22. • BIG is just completing their 8th Inspection
• 94 recommendations made
• 68 (72.5%) have been accepted and acted upon by the
business
• “The best standard of resident report I have seen, very
professional” – quote from our external auditors
• On average each inspection takes 36 days and involves 290
hours of volunteering
• We have saved £174,000 by our resident inspectors carrying
out these inspections and not engaging external auditors
• They bring us the unique resident perspective
Facts and Figures

23. What staff who have been inspected say…..

24. Bringing it all
together…..

25. • BIG made recommendation this was not clear
• The response was the Head of Policy is to review the existing
policy
• We held a resident focus group to work on the policy
• Outcome was shared back with participants
• The final draft shared with over 300 residents for comment
• Refinements made to documentation
• The new policy and procedure was then considered by RISG
• Final refinements made before launch of new policy and
procedure including feedback from frontline staff
• Audit and Assurance Committee and RISG will updated on
delivery
• RISG will scrutinise the payment of Discretionary Compensation
biannually.
Discretionary Compensation Payments

26. Time to stretch
your legs!!

27. Exercise – 10 minutes
Thinking about what you
have heard from us, is
there anything you would
like to take back to your
own organisation?

28. Questions

29. If after today you want to know more please contact:
Stella Milsom, Resident Involvement Manager
Email: stella.milsom@knightstone.co.uk
Tel: 01934 526345

30. Inspecting with Impact – adding
value from beginning to end
TPAS SW Conference, Exeter
Mon 9th February 2015