In November the Resident Scrutiny Group (RSG) were invited to meet with our Executive Directors and Group Board for their second annual co-regulation event. The two-hour meeting gives the RSG a chance to have an open discussion with the aim of understanding and challenging the decisions that have been made by Abri this year.
A reminder of what the RSG do
The RSG reviews the services delivered by Abri and we like to think of them as our ‘critical friend’, helping us to be the best that we can be whilst keeping the voice of the customer at the front and centre of our decision making. They’re a group of independent Abri customers, who are able to scrutinise with their unique experience of living in our homes.
They’re responsible for monitoring our performance and decision-making process. Using their findings, the RSG make recommendations for improvements and provide support where it’s needed. The group follow the progress of changes and improvements through regular follow up reviews.
What was discussed at the Co-Regulation event?
A lot was discussed during the session, including the reviews the RSG have completed, a look at board decisions from the year we’ve had and how we’ll be moving forward.
Since the last Co-Regulation Event in November 2021, the RSG have completed two reviews of our services, these were focused on anti-social behaviour and communications. The RSG spoke about their recommendations following the most recent communications review and received full support from the Executive Directors and Board members on their findings. The group went on to discuss the challenges they’d face in the coming months and the priorities to work on.
Shortly we’ll be sharing the RSG’s communications review and their recommendations. You can also read more about their review on anti-social behaviour here.
After talking about the reviews, the event moved to looking at the decisions made by the board this year. A variety of important topics that impact our customers were tabled, including the cost of living, rent setting, the hardship fund and general performance and KPIs. The RSG, Executive Directors and board had an open and honest discussion, and as our ‘critical friend’ the RSG weren’t afraid to challenge us on certain topics, which made for a really productive conversation.
Some thoughts from our RSG members
“These opportunities for residents and the senior team at Abri to talk about the issues affecting customers and the organisation are vital. The open and constructive exchanges at the meeting speak to the potential for the scrutiny function to go from strength to strength, as an important element of governance here. The resident team are a real asset for Abri.” - Kevin Williamson, Chair of RSG
“I found the meeting very worthwhile. We were able to have a very open dialogue with honesty on both sides. I was so pleased that we could have a ‘conversation’ not just a cold presentation of facts and suggestions. I felt it showed how valued we are as a team and how Abri really do want to become a housing association that is respected by tenants and peer associations alike, and to become an organisation to be followed and held in high esteem.” - Sioux
“I found the Co-Reg event to be very relaxed. It was lovely to hear their responses to our questions, to listen to all we had achieved so far, and to hear that implementation on some had already taken place and others were being brought in gradually.
This was an important event to meet everyone and for them to meet the team and to understand why we do what we do.” - Dot
“The opportunity of seeing our reviews discussed at such a high level, really does give us a voice and a chance to influence change for all residents “ - Debbie
Our Executive Directors reflect on the event
“I enjoyed the RSG co-regulation event enormously – it had the right blend of challenge and critical friend constructive engagement. The discussion on our response to the cost of living was particularly beneficial and we as an Exec left the meeting with some food for thought and a sense that we need to redouble our support for our customers at this challenging time”. - Ralph Facey, Executive Director – Operations
"The Resident Scrutiny Group provide an invaluable level of considered challenge, helping the business better understand how the things we do land with customers and importantly how we can be better. The breadth and scope of topics they cover is an important aspect of their contribution - extending to technical matters such as the delivery of core processes, through to the subtleties of how we communicate with people - this ability to look across the whole organisation is vital." - Andy Skarzynski, Executive Director - Strategy, Business Intelligence & HR
What’s next for the RSG?
The RSG have continued to make great progress against reviewing Abri’s services and are really enjoying the journey. They’ll soon be completing their next review on Planned Delivery, which will then be shared with the Executive Directors and Board members. Later this month the RSG will be consulting with customers to prioritise their topics, which will shape the work they complete for the year.