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Membership Prospectus


SHN Membership throughout Scotland SHN Membership throughout Scotland

SHN Membership throughout Scotland SHN Members 2015/16 Housing Associations & Cooperatives

Count

% of social housing stock in Scotland

94

34%

Local Authorities 31 SHN Members 2015/16 Count % of social125 housing Total members stock in Scotland SHN Membership by proportion of social housing stock in Scotland

53%

87%

Location of members headquarters

SHN Members 2015/16 Count SHN Membership throughout Scotland

Housing Associations & Cooperatives

94

34%

Local Authorities

31

53%

Total members

125

87%

Housing Associations Count % of social housing & Cooperatives 94 stock in Scotland

N Membership by proportion of social housing stock in Scotland

% of social housing stock in Scotland

Location of members headquarters

SHN Members 2015/16 Housing Associations & Cooperatives

Local Authorities94

34%

Local Authorities

31

53%

Total members

125

87%

Total members

SHN Membership by proportion of social housing stock in Scotland

34%

31

53%

125

87%

Location of members headquarters

SHN Membership by proportion of social housing stock in Scotland

Location of members headquarters


Scotland’s Housing Network Prospectus Overview Scotland’s Housing Network is the largest housing benchmarking and practice exchange organisation in Scotland. We have over 120 Local Authorities and Registered Social Landlords as members and we have experienced significant growth in recent years. Almost two thirds of social landlords in Scotland are our members which in turn represents almost 90% of the sector by stock . The size and diversity of our members who operate throughout the length and breadth of Scotland provides a rich source of information about performance and practice to share within the network. We have supported member organisations to drive up service standards in the social housing sector for over twenty years. As a registered charity and member led organisation we are governed by a Board of Trustees who are elected from our membership organisations.

Our Objectives The purpose of the Network is to drive up the standard of housing services across the sector. We do this by sharing good practice through routine cost and performance benchmarking, facilitating exchange of performance results as well as sharing

Peer Groups

Stock

SHN Members by number and by SHR Peer Group

6

good practice, training and self-assessment. All these activities can also be backed by providing direct support to members to achieve best value and continuous improvement.

SHN Members by stock size and by SHR Peer Group 16,055 13,836 3592 10,304

9

6

9

15 Specialist Rural

11

Small Urban RSL Medium Urban RSL Large Urban RSL Small Stock Transfer RSL

15

Large Stock Transfer RSL Small LA Medium LA Large LA

12

Specialist Rural

Stock Transfer LA

11

3 28 SHN Members 2015/16

174,378

Small Urban RSL Medium Urban RSL Large Urban RSL Small Stock Transfer RSL

Large Stock Transfer RSL Small LA

72,470 1847

Medium LA Large LA Stock Transfer LA

45,413

62,849

Count

% of social housing stock in Scotland

Housing Associations & Cooperatives

94

34%

Local Authorities Total members

31 125

53% 87%

118,176

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How we work SHN Membership thoughout Scotland

We are able to drive up the standard of housing services in Scotland because of our relationships and connections with our members, which is based on trust, knowledge of the Scottish housing environment and backed by our expansive and responsive services. We have a wealth of data covering the entire sector, built up over many years. We provide a comprehensive benchmarking service and state of the art business intelligence tools to enable us and our members to understand and monitor performance on a quarterly and annual basis and to benchmark results against a wide range of bespoke peer groups. Members also have the facility to interrogate our comprehensive database to monitor their performance and interrogate VFM by building their own customised reports in various formats.

SHN Membership throughout Scotland

As the majority of social landlords who operate in Scotland are members of our Network the practice SHN Members 2015/16 Count exchange events we facilitate are entirely relevant SHN Membership throughout Scotland to the Scottish regulatory system. Housing Associations & Cooperatives

SHN Members 2015/16 Housing Associations & Cooperatives

In addition to our benchmarking services, our Local Authorities members have access to a variety of relevant Total members performance management tools, bespoke indicators, guides and practice exchange forums including:

Count

94

Local Authorities

31

Total members

125

SHN Membership by proportion of social housing stock in Scotland

% of social housing stock in Scotland

94 34% 53%

34%

31

53%

125

87%

87%

Location of members headquarters

SHN Membership by proportion of social housing stock in Scotland

• New Value for Money assessment tool • On line self-assessment tool linked to Charter outcomes • Tool for assessing quality and costs of new build housing • Governance self-assessment tool • Housing Revenue Account (HRA) Guidance Self Assessment Framework • Tenant Participation Indicators

% of social housing stock in Scotland

Location of members headquarters

Location of members headquarters

• Welfare Reform Indicators • Charter indicator guides • Free attendance at a minimum of twelve thematic practice exchange forums annually • Free attendance at quarterly Welfare Reform Forums • Free annual training for data providers • Free annual and quarterly updates on performance trends by Scottish social landlords.

Enhanced services Over and above our core services, we also offer enhanced services on a pay as you go basis. These include: • Annual performance analysis and presentation • Bespoke benchmarking Value for Money in New Build Housing where on site based on member’s peer group of their choice support is required • Data accuracy check and validation services • Business plan and performance • Self assessment support management review

To find out more about our services and how we work with our members please contact us on 0131 466 3710 or info@scotlandshousingnetwork.org


Scotland’s Housing Network Prospectus Levels of Membership Depending on requirements, members have two membership level options:

1. Core Service

OR

2. Core Service PLUS

In addition, members can select from a menu of other optional Enhanced Services.

Core Service This service includes the following:

Data Collection and Management • Annual and quarterly collection of cost and performance indicators • Access to state of the art online interactive performance management software • Access to the data for local authorities and RSLs with the flexibility of creating various peer groups • Access to regular performance bulletins and newsletters • Free annual training for data providers

Practice Exchange

• Free attendance at a minimum of twelve thematic practice exchange forums per year (see separate leaflets about remits of the various practice exchange forums for details) • Access to the on line discussion forums • Access to good practice information on the members’ website • Free attendance at the quarterly Welfare Reform events

Tools • Value for Money framework

• On line performance self-assessment tool • Value for Money of new build projects assessment tool • Governance self-assessment framework • Housing Revenue Account (HRA) Guidance Self Assessment Framework For further details about each of the above tools please see relevant leaflets in this pack.

Training Discounted or free attendance at SHN training including: • Large Scale Survey Training. • Getting Charter Indicators Right • Linking Strategic Planning with performance management and service delivery

Discounts on Satisfaction Surveys We have negoitated with our partner research companies discounted rates for the cost of carrying out tenant’s satisfaction surveys for our members. Discounts vary depending on the size and nature of the survey but they can range between 10-30%.

Core Service Plus In addition to the Core Package, RSLs can opt for the recommended annual performance analysis and presentation which is separately priced. The performance analysis service is a tailored service designed to enhance the value and quality of the benchmarking services. We carry out a detailed analysis of the individual

member’s performance against a bespoke peer group and against national trends. This can then be presented to a range of stakeholders but typically, the annual performance analysis presentation is attended by staff and board members. Some members also invite their scrutiny panels and/or tenants to take part in discussions. doc ref 002

To find out more about our services and how we work with our members please contact us on 0131 466 3710 or info@scotlandshousingnetwork.org


Scotland’s Housing Network Prospectus Business Intelligence Tool All too often organisations possess large amounts of potentially invaluable data, but find their existing reporting tools or business intelligence processes too complicated and time-consuming to make the most of it. Our members have access to our business intelligence to understand their performance using Charter and non Charter data, key quarterly data and financial results from VFM assessment. Our RSL members can also combine this intelligence with information generated by self assessment of Governance of their organisation. The data provided by members and published statistics are collated so that comparisons can be made with peer groups of their choice, chosen to allow sensible comparisons, and showing trends over time. Members can carry out their own comparisons, to suit their needs, as well as receiving summary reports from staff on key trends and issues. These

reports are published for members, and discussed at the Practice Exchange Forums. Our interactive business intelligence tool uses one of the market leaders for performance analysis systems. This is an incredibly powerful ‘next generation’ tool allowing users of any skill level to search, enquire and analyse information online. Our business intelligence software provides a “canned” set of reports and data views and offers a flexible approach to data analysis allowing our members and SHN to develop tailored visualisations. The software provides an innovative, akin to google search engine for data analytics. It is easy to use and rapid to deploy; users are able to view visualisations of data in a variety of ways. Optionally the software can be opened up to members to use directly and with minimal training they are in turn able to build their own visualisations or have SHN build visualisations for them.

Examples of graphics from our new business intelligence software

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To find out more about our services and how we work with our members please contact us on 0131 466 3710 or info@scotlandshousingnetwork.org


Scotland’s Housing Network Prospectus

Our Value for Money Model Our VFM model is based on the collective assessment of Performance, Customer Opinion and Costs. Our model is straightforward to complete but provides powerful insight into how an organisation’s costs can impact on their performance results. The added value is that members can benchmark their results within the Network and have enough detail to draw meaningful comparisons or explain differences. We only collect information which is already used by our members in staffing budgets and business plans and bring this together with the performance management information we already hold. Within

our VFM model our members are able to compare costs, performance results, customer feedback, as well as activity costs. Our approach to assessment and comparison of VFM provides our members with a range of results that can facilitate the financial scrutiny process with tenants. Using our powerful and interactive business intelligence analysis tool, landlords can produce their own bespoke reports in a range of formats to suit their needs. We can facilitate VFM Assessment sessions at member’s offices for an additional charge.

Designed to breakdown S&M Budget by cost classification & activity Cost category • • • • •

Direct staff costs Indirect staff costs Staff on costs Overheads Property costs

FTE by Activity

Activity Spreadsheet to allocate staff time

• • • • • • •

Estate Management Tenancy Sustainment Arrears Allocations Repairs Asset Management Special Services

Cost per Activity, Cost per Unit Supervision and Management Template

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To find out more about our services and how we work with our members please contact us on 0131 466 3710 or info@scotlandshousingnetwork.org


Scotland’s Housing Network Prospectus Self Assessment Tools A range of self assessment on-line resources are available to members. Amongst these are templates for assessing performance relating mainly to Charter implementation, the framework for involving council tenants in implementing

the Housing Revenue Account (HRA) Guidance and the Governance self assessment framework, which is designed for use by RSL Board members and senior staff.

Performance Self Assessment A range of self assessment on-line resources are available to members. Amongst these are templates for planning self assessment activity, frameworks for assessing performance against a range of service-specific criteria and forms for capturing future action commitments. These resources are designed to facilitate members’ internal performance improvement activities. As part of their membership support package, SHN is able to actively support its members in these assessment and performance improvement activities. Examples of ways in which we can support members are wide-ranging and include: • training and consultancy services on performance management • mapping of current performance management frameworks against service-specific criteria • peer review exercises.

SHN members already use many existing performance assessment frameworks: Public Sector Improvement Framework, Customer Service Excellence, European Foundation for Quality Management (EFQM), Investors in People, etc. SHN’s self assessment services of course link to, build on and contribute to performance management underpinned by any and all of these and similar frameworks. The on-line Performance self assessment service is delivered via a dedicated website, www. shbvnselfassessment.org, where member organisations can record, maintain and download all their organisations’ self assessment records. The site includes sixteen self assessment frameworks, thirteen of which cover Scottish Social Housing Charter outcomes, with further frameworks planned.

Housing Revenue Account Guidance Self Assessment Framework The Housing Revenue Account Guidance Self Assessment Framework for involving council tenants in implementing the Housing Revenue Account (HRA) guidance was developed in collaboration with the Scottish Government and was facilitated by a tenant working group drawn from our membership and the national regional networks.

The framework is designed to be used by tenants and by landlords. As tenants were key players in this work, the framework provides landlords with insight into factors that are important to tenants.

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The framework has three elements: • Information sheets covering introduction to the HRA guidance, legislation around consultation and communication and different self assessment frameworks.

• Fact finding sheets to support learning about how their landlord gathers tenants’ views, records cost processes and how they make sure that the operation of the HRA benefits tenants.

• A self assessment booklet of criteria and checklists.

The framework also contains points about what resources and support tenants require for getting involved.

Governance Self Assessment Framework (RSL’s) Responsibility for good governance rests squarely with the Governing Body who need to work closely with both senior staff and tenants to succeed. SHN’s range of governance self assessment resources has been constructed to facilitate the process of Governing Body development.

SHN’s self assessment resource is unique; it has been developed in collaboration with a Working Group of board members, practitioners and professional advisers, including Blackwood, Grampian HA, Waverley HA, EVH, SHARE and the Board Development Agency. The Working Group identified five key ‘Governance headlines’, supported by 23 possible measures.

How it works The resource is split into workbooks designed to facilitate the self assessment process both by individual board members and then collectively by a full Board, with an option of benchmarking results against a peer group. The design of the tool facilitates planning self assessment activity, carrying out the assessment on the way the organisation is governed against 23 specific criteria, scoring and then capturing future action commitments. Reporting against the Governance self assessment framework or using it simply as a checklist is

an excellent way of raising self awareness and identifying areas in need of improvement, but this is far from the only way. Self assessment and improvement planning should be a continual activity. Resources supporting self assessment activity can be used at any time as part of a regular cycle of continuous improvement activity. In collaboration with our expert partners we can offer onsite support to Governing Bodies for a modest additional charge. Subject to levels of demand, we may run practice exchange forums dedicated to the needs of Governing Bodies wishing to develop their skills.

To find out more about our services and how we work with our members please contact us on 0131 466 3710 or info@scotlandshousingnetwork.org


Scotland’s Housing Network Prospectus Practice Exchange Forums for RSL Members Our practice exchange and learning events are extremely popular with very high levels of satisfaction expressed by the delegates. Typically, attendance is at capacity for many of them. This proves that we are responding to our members needs and providing meaningful learning opportunities to share best practice.

As many of our members travel to events from far afield, we try to run them in various locations and events typically run between 11am and 3pm to allow plenty of time for travel. All the presentations featured at our events are available to our members via our members only website.

Scrutiny and Value for Money Forum The remit of this forum is to share practice on regulatory requirements and developments as well as national scrutiny developments. It is also about learning from outcomes, sharing knowledge and experience of service improvement tools as well as approaches to performance improvement. The forum regularly shares knowledge and learning on customer satisfaction measurement approaches and tenant scrutiny activities.

This forum meets quarterly and is aimed at RSL performance managers, service improvement managers and general housing managers and officers who are responsible for co-ordinating and managing service monitoring and improvement activities.

Practice Exchange for Housing Associations & Co-operatives This quarterly forum provides networking and development opportunities for staff of housing associations and co-operatives who are engaged in the planning, delivery and management of any aspect of housing management. This includes: • the allocation and letting of properties • estate management practices • the management of void processes

• antisocial behaviour and other aspects of tenancy management • customer engagement • arrears recovery and income maximisation Other than their interfaces with the above activities, this Forum does not consider housing maintenance issues which are examined through the Asset Management and Maintenance Forum.

Asset Management & Maintenance Forum The remit of this forum is to focus on all aspects of service delivery relating to asset management and maintenance, environmental sustainability of existing and new housing stock, application, performance and

use of new technologies as well as funding and value for money in investment. The group meets quarterly and is open to staff of both, local authorities and RSL members.

Governance Self Assessment Practice Exchange Subject to levels of demand, we can run practice exchange forums dedicated to the needs of Governing Bodies wishing to develop their skills.

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Practice Exchange Forums for RSL Members Forum

Frequency

Membership level

Scrutiny and VFM

Quarterly

RSL

Directors, corporate services managers/officers, customer engagement staff and performance officers

Housing Association and & Co-ops Forum

Quarterly

RSL

Directors, corporate services managers/officers and performance officers

Asset Management & Maintenance

Quarterly

RSL & Local Authority

Asset managers, Maintenance managers, Operations managers, Technical managers and officers

Governance Self Assessment Practice Exchange Forum

As required

RSLs

Governing Body Members

Welfare Reform

15 sessions per year

All social landlords

Housing management staff and Welfare Reform officers

Aimed at

To find out more about our services and how we work with our members please contact us on 0131 466 3710 or info@scotlandshousingnetwork.org


Scotland’s Housing Network Prospectus Practice Exchange Forum Remits for Local Authorities Our practice exchange and learning events are successful with very high levels of satisfaction expressed by the delegates. Typically, attendance is at capacity for many of them. This proves that we are responding to our members needs and providing meaningful learning opportunities to share best practice.

As many of our members travel to events from far afield, we try to run them in various locations. Practice exchange events typically run between 11am and 3pm to allow plenty of time for travel. All the presentations featured at our events are available to our members via our members only website.

Housing Management Forum This quarterly forum provides networking and development opportunities for staff who are engaged in the planning, delivery and management of any aspect of housing management. This includes: • • • •

the allocation and letting of properties estate management practices the management of void processes antisocial behaviour and other aspects of tenancy management

• customer engagement • arrears recovery and income maximisation Other than their interfaces with the above activities, this forum does not consider housing maintenance issues which are examined through the Asset Management and Maintenance Forum.

Asset Management & Maintenance Forum The remit of this forum is to focus on all aspects of service delivery relating to asset management and maintenance, environmental sustainability of existing and new housing stock, application, performance and

use of new technologies as well as funding and value for money in investment. The group meets quarterly and is open to both local authority and RSL members.

Homelessness & Housing Support Forum This forum meets quarterly and is designed to support the needs of local authority staff who have responsibility for: • the provision of homelessness prevention services, including Housing Options • the assessment and investigation of homelessness applications • the provision and management of temporary accommodation • the assessment of, and provision of services to meet, statutory support needs

We also offer a distinct but related service to support the specific challenges that non-stock holding councils face in fulfilling their statutory homelessness functions.

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HRA Guidance Forum This quarterly forum seeks to support implementation of the Scottish Government’s 2014 Guidance on the Operation of Local Authority Housing Revenue Accounts (HRAs) in Scotland and is aimed at supporting finance and housing staff to fulfil their requirements. Particular areas of challenge that the forum addresses include:

• the meaningful engagement of customers in HRA decision-making • developing transparent methodologies for Housing Revenue Account/General Fund cost allocation decisions • supporting Scottish Social Housing Charter outcomes through the HRA

Local Housing Strategy Forum The Local Housing Strategy (LHS) Forum supports local authority staff responsible for preparing the Housing Needs and Demand Assessments (HNDAs) for their local area, and drafting and consulting on the Local Housing Strategy and its implementation. The group meets quarterly and focuses mainly on:• Preparing HNDAs - a technical task involving understanding of local housing markets • Setting Housing Supply Targets for use with the LHS and Land Use Plans

• Developing other associated plans, e.g. on homelessness or energy performance • Preparing the draft Local Housing Strategy, including consultation with stakeholders • Developing outcomes, aims, objectives and action plans • Working with other stakeholders to implement the LHS

Service Improvement & Scrutiny Forum The remit of this forum is to share practice on regulatory requirements and developments, national scrutiny developments and learning from outcomes, sharing knowledge and experience of service improvement tools and approaches. The forum also regularly shares knowledge and learning on customer satisfaction measurement approaches and tenant scrutiny activities.

The forum meets quarterly and is aimed at performance managers, service improvement managers and general housing managers and officers who are responsible for co-ordinating and managing service monitoring and improvement activities in local authorities.

SOLOs Network We facilitate meetings to support the Serious Offender Liaison Officers (SOLOs) that work in every Scottish local authority. SOLOs’ role is to ensure

that serious offenders are housed with minimum risk to potential victims and the wider community. This forum meets three times a year.

Welfare Reform We facilitate meetings which focus on impacts of welfare reform in Scotland. Funding for this forum

comes from the Scottish Government. Meetings are held in 3 locations throughout Scotland.


Private Sector Forums Each Private Sector forum provides opportunities for sharing knowledge and experience of approaches to service improvement and compliance with regulatory requirements. The forums mainly focus on: • Disabled Adaptations – aimed at local authority staff responsible for advice and assistance including grants to private home owners and tenants who require assistance to adapt their home to meet their needs. • House Conditions and Scheme of Assistance (where this does not relate to adaptations) – aimed at local authority staff who deal with disrepair in private sector and mixed tenure stock.

• Factoring – targeted at staff who provide factoring services to private owners, looking at the impact of the Property Factors (Scotland) Act 2011 and activities of the Home Owner Housing Panel (HOHP). • Houses in Multiple Occupancy (HMO) - aimed at local authority staff responsible for the licencing of HMOs. • Private Landlord Registration – aimed at local authority staff who are responsible for the registration of private landlords For more information about our private sector services please see the relevant sheet.


Practice Exchange Forums for Local Authorities Membership level

Forum

Frequency

Aimed at

Asset Management & Maintenance

Quarterly

Local Authorities & RSLs

Asset managers Maintenance managers Operations managers Technical managers

Homelessness & Housing Support

Quarterly

Local Authorities

Homelessness managers/officers Housing options staff Tenancy support staff

Housing Management

Quarterly

Local Authorities

Housing managers and housing officers Neighbourhood managers

HRA Guidance

Quarterly

Local Authorities

Finance managers/officers Accountants Housing managers Customer engagement staff

Local Housing Strategy

Quarterly

Local Authorities

Strategy managers/officers Policy officers

Service Improvement & Scrutiny

Quarterly

Local Authorities

Performance managers Service improvement managers Housing managers and housing officers

SOLOs Network

3 per year

Local Authorities

SOLOs

Private Sector

10 per year

Local Authorities

Technical officers Environmental health officers Private sector officers Factoring officers

Welfare Reform

15 sessions per year

All social landlords

Housing management staff and Welfare Reform officers

To find out more about our services and how we work with our members please contact us on 0131 466 3710 or info@scotlandshousingnetwork.org


Scotland’s Housing Network Prospectus

Benchmarking Value for Money in New Build Housing Background With restrictions on investment income and ever present demand to increase new build housing supply, it has become more important than ever to ensure that new build housing built by social landlords is controlled within strict cost limits and is still of the best quality possible and environmentally sustainable.

However, to date there has been no tool available to social landlords to enable them to assess the VFM of their projects or to benchmark results and exchange good practice with other developing landlords in a systematic way.

New Build VFM Framework Within this context we have designed a tool to enable members to learn from one another and to facilitate continuous improvement in development. The resulting Development Indicators tool was developed in collaboration with a working group consisting of our members (both HAs and LAs) with a remit to review existing approaches to comparing new build development costs and value for money for investment in new build housing. The unique indicators which emerged involve data collection in relation to;

• Time it took to build new housing • Costs and funding sources • Quality of development which is informed by quality standards as well as feedback from comprehensive user satisfaction surveys. Our data collection format is aligned with the new Scottish Government on line investment data collection called HARPS system so key information about the project is typically easily available in landlords’ records.

The framework is marketed as a stand-alone toolkit – separate from other ‘core’ services. To distinguish it from other services it will contain the following elements: • A dedicated web area on the members’ website • A separate data collection spreadsheet • Questionnaire templates for the post occupancy survey element

• Individualised feedback to each landlord submitting data • Access to results comparison using our powerful and interactive business intelligence tool

We can facilitate a VFM in new build assessment session at members’ offices for an additional charge.

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To find out more about our services and how we work with our members please contact us on 0131 466 3710 or info@scotlandshousingnetwork.org


Scotland’s Housing Network Prospectus Private Sector Service Our private sector service was established in 2009. It was set up specifically to deal with the implications of the Housing (Scotland) Act 2006 which focused on private sector issues.

Initially, the service was funded by the Scottish Government but that funding ended in 2012. At that time our Local Authority members agreed to fund this service directly and separately to the core subscription fees.

How we deliver services relating to the private sector The service comprises regular forum events, training, good practice guides, dedicated web pages and direct liaison with the Scottish Government on key issues. Members are also provided with regular updates on key legislative changes and consultations. After consultation with our local authority members we reorganised and expanded our Private Sector Service in 2015 to incorporate the requirements

of the broader range of service areas and topics, including taking on the facilitation of two new groups, the National Landlord Registration Network Group and the Scottish Houses in Multiple Occupation Network Group (SHMONG). We increased the number of forum events from six generic forums to ten more distinct forums per year, where the agendas are now very focussed on particular themes as set out below.

Practice Exchange Forums relating to private sector Each Private Sector forum provides opportunities for sharing knowledge and experience of approaches to service improvement and compliance with regulatory requirements. The forums now focus on: • Disabled Adaptations – aimed at local authority staff responsible for advice and assistance including grants to private home owners and tenants who require assistance to adapt their home to meet their needs, and direct liaison with partners such as Care & Repair and Scottish Government Independent Living Team. • House Conditions and Scheme of Assistance (where this does not relate to adaptations) – aimed at local authority staff who deal with disrepair and enforcement or repairs in private sector and mixed tenure stock. There is direct input from Scottish Government officers who routinely attend this forum.

• Factoring – targeted at staff that provide factoring services to private owners, looking at the impact of the Property Factors (Scotland) Act 2011 and decisions of the Home Owner Housing Panel (HOHP). • Houses in Multiple Occupancy (HMO) - aimed at local authority legal and enforcement staff responsible for the licencing of HMOs. There is direct input from Scottish Government Officers who routinely attend this forum. • Private Landlord Registration – again aimed at local authority legal and enforcement staff responsible for the registration of private landlords. There is direct input from Scottish Government Officers who routinely attend this forum.

SHN’s Private Sector Officer represents members on advisory and working groups – currently, the Scottish Empty Homes Partnership Advisory Group & the Under One Roof Steering Group. doc ref 009 To find out more about our services and how we work with our members please contact us on 0131 466 3710 or info@scotlandshousingnetwork.org


Scotland’s Housing Network Prospectus

Enhanced Services Data accuracy and validation service We provide a two tier specialist data validation service to audit the indicators being reported by landlords. Firstly, we offer a desktop data accuracy check of member’s ARC which highlights any issues prior to submission to the Scottish Housing Regulator. This service operates between 1 April and 30 May each year.

Secondly, members can opt for an onsite data validation where they can choose to have any number of indicators validated whether it is all of the Charter Indicators or a more targeted approach, picking indicators covering a specific aspect of the service such as repairs. This service is available throughout the year. For more information about this service please see the relevant information note in this prospectus.

Performance analysis and presentation RSLs can opt for the performance analysis and presentation in addition to their membership subscription. This service is carried out on an annual basis using both the Annual Return on the Charter (ARC) data and data that only we collect. This service includes performance management and value for money analysis. Our analysis involves a comparison of the landlord’s performance against national trends as well as – importantly - the peer group of the landlord’s choice.

As part of this service we develop a tailored presentation about our findings and we deliver a presentation at the landlord’s location. The presentation is typically attended by senior staff key officers. Some landlord also invite Board/Elected members and/or tenants representatives - in essence audience of choice. For more information about this service please see the relevant information note in this prospectus.

VFM bespoke service While access to our VFM Model is free we can facilitate VFM assessment for individual members at

their location for an additional charge.

Self assessment service We provide a specialist self assessment service for members who wish to engage additional support to that provided on-line via our dedicated website. Landlords can carry out a self assessment of, for example, their antisocial behaviour or repairs services, using our free to use on-line self assessment frameworks which are included in the Core membership package.

In addition to this on-line tool, SHN can provide direct support to assist landlords to conduct a more in-depth self assessment exercise or to develop a comprehensive approach to self assessment. For more information about this service please see the relevant information note in this prospectus.

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Business Plan Review and Performance Management Service We understand that landlords need support at times to review their strategic planning arrangements to ensure they are clearly supported by a comprehensive Performance Management Framework.

SHN can provide an on-site service to review and improve current arrangements to deliver effective improvements. This service is tailored to your organisation’s specific needs. For more information about this service please see the relevant information note in this prospectus.

Benchmarking of Value for Money delivered in New Build Developments With restrictions on investment income and ever present demand to increase new build housing supply, it has become more important than ever to ensure that new build housing built by social landlords is controlled within strict cost limits and is still of the best quality possible and environmentally sustainable. Our Development Indicators tool enables developing members to make comparisons

of new build development costs and their quality. Our tool also provides an excellent platform from which to learn lessons on the basis of a consistent post occupancy framework which allows completed projects in Scotland to be benchmarked in peer groups with similar characteristics. For more information about this service please see the relevant information note in this prospectus.

To find out more about our services and how we work with our members please contact us on 0131 466 3710 or info@scotlandshousingnetwork.org


Scotland’s Housing Network Prospectus

Data Accuracy and Validation Service Data Accuracy Check This service operates between 1 April and 30 May every year. We conduct an accuracy check on draft ARC returns using a tried and tested approach to

highlight any errors in the data. This service includes a follow-up process to ensure that issues are resolved and the data submitted to SHR is accurate.

Validation Service The purpose of our on site validation service is to ensure that the data being reported by the landlord is robust, accurate and in accordance with any official guidance and in particular, the Regulator’s published technical guidance. The benefits of carrying out a validation include: • Ensuring correct interpretation of the Regulator’s official guidance

• Improving the accuracy of the data being supplied • Ensuring adequate record keeping • Added confidence if chosen for a verification visit by the Regulator The indicators involved in validation may vary from site to site but the principles involved will remain the same.

There are 3 key stages of validation with this framework and they are:

1. Pre-visit preparation

2. Validation on-site visit

3. Report to the landlord on the outcome of the visit

This in-depth validation of data is undertaken at member’s offices. We can validate any range of indicators to suit members’ individual requirements. Once validation is completed, we produce a report to set out the issues uncovered and to recommend how they can be rectified.

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To find out more about our services and how we work with our members please contact us on 0131 466 3710 or info@scotlandshousingnetwork.org


Scotland’s Housing Network Prospectus Performance Analysis Service RSLs can opt for the performance analysis and presentation in addition to their membership subscription. This service is carried out on an annual basis using both the Annual Return on the Charter (ARC) data and data indicators that only we collect. This service includes performance management and value for money analysis. Our analysis involves a comparison of the landlord’s

performance against national trends as well as – importantly - the peer group of the landlord’s choice. As part of this service we develop a tailored presentation about our findings and we deliver this presentation at the landlord’s location.

What is the purpose of the presentation? The presentation is designed to facilitate discussion about what lies behind the data. The focus is on identifying both strengths and weaknesses in the landlord’s performance and to discuss how to build on those strengths and how best to address weaknesses.

The overall objective of the meeting is - using key performance indicators to assess value for money delivered by the landlord to tenants and to demonstrate the landlord’s position on a scatter graph in relation to all SHN members and in relation to the Peer Group of their choice.

Who should attend the performance analysis presentation? The visit is typically attended by senior staff and key officers. Some of our members invite their Board/ Elected Members and / or tenant representatives. It is very much up to each member organisation to decide who attends. The key issue is that the meeting is used as an open,

honest and constructive discussion which fosters commitment towards continuous performance improvement. It is also important that the outcomes from the meeting are recorded and that they are used throughout the year to monitor progress in service improvements.

How long is the meeting? The meeting usually takes about two hours and this allows plenty of time for comments and discussion.

When is the visit? We recommend that you hold your Performance Analysis Visit as soon as possible after submission of

the ARC data so that the performance that is being discussed is as current as possible.

After the visit we will need your feedback To allow us to continually improve our services after the visit we will send out a brief questionnaire to our main contact, asking them to convey key comments about our presentation and the visit. We are always

grateful to receive feedback about our service and it is extremely pleasing that we receive such high levels of satisfaction for this key service.

To find out more about our services and how we work with our members please contact us on 0131 466 3710 or info@scotlandshousingnetwork.org

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Scotland’s Housing Network Prospectus

Business Plan Review and Performance Management Service Our business plan review and performance management service is designed to support the Governing Body and Senior Managers of a local authority or RSL in the course of review of their Business Plan. This service involves the desktop review of existing policies and business planning documents and facilitating workshops to • Explore, review and clarify organisational values and objectives

wholly facilitative approach and are designed to support participants to express views in relation to key questions and identify improvements. The facilitators subsequently produce, in collaboration with the lead officer of the local authority/RSL, a report containing a workshop summary and action plan. The report is informed and supported by SHN’s relevant guidance and tools.

• Review and identify critical strengths to build on and weaknesses which need addressed • Identify opportunities and threats • Assess how well the objectives of a local authority/RSL are expressed and articulated and whether they are meaningful and measurable • Assess how well organisational Performance Management Framework (PMF) elements are linked to each other This service also involves reviewing self assessment activities, customer involvement, whether the local authority/RSL has a clear Performance Management Framework and whether it is clearly linked to the strategy and most importantly, whether the current suite of performance indicators allows the objectives to be measured and monitored. The facilitated workshops are typically designed in consultation with the leading officer of the local authority/RSL. The workshops are delivered in a

Performance Indicators Service Standards

Benchmarking

Staff Training & Development

Self Assessment & Accreditation

PMF Customer Satisfaction Results

Improvement Plan

Policy Update & Review

Performance Management Framework

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To find out more about our services and how we work with our members please contact us on 0131 466 3710 or info@scotlandshousingnetwork.org


Scotland’s Housing Network Prospectus

Testimonials “We can see clearly the benefits of being SHN members ourselves and through our staff.”

“I found the event exceptional. All presentations were well worthwhile with lots of useful information and ideas. This was the first SHN event I have attended and I found the positive, friendly, focus on providing practical value a refreshing contrast to many events I have attended run by others in the sector.”

“The information provided by SHN during the performance analysis visit will play a key part in developing our business improvement plan.”

“Performance analysis presentation is a fantastic benefit to being part of the network and is a vital support mechanism to those charged with setting service priorities and objectives.”

“I find the forums very useful, not only to keep us up to date with what others are doing, but also to help us get to know other people within the housing sector. The latter is especially valuable. I’ve found that when one is trying to do something ‘new’ there is probably somebody else who has already tried it, or at the very least, tried something similar. The problem seems to be knowing who tried what and where! This is where I find SHN forums are an excellent resource.”

“SHN’s performance analysis presentation is critical to our performance and service development priorities for the coming year, the content helps us understand our position by offering context.”

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To find out more about our services and how we work with our members please contact us on 0131 466 3710 or info@scotlandshousingnetwork.org


Scotland’s Housing Network Prospectus

Staff Credentials

Pictured left to right: James Duffy, Fiona Jackson, Liz Dickson, Tim Pogson, Elaine Byrne, Misia Jack, Moira Fraser, Andrew Smith.

Elaine Byrne, Director Elaine began her career in local government 25 years ago. After qualifying as an accountant she moved through the ranks of finance to Senior Group Accountant with the council’s Social Work and Housing services part of her portfolio. It was during this time that Elaine became more involved with the housing service and their tenants and realised that housing was to be her vocation. She made the bold move from finance to housing in 2008 to the post of Performance and Change

Manager. As part of the housing service’s senior management team she had responsibility for service improvement, system development, performance management and customer engagement. Elaine joined SHN on 1 September 2015 as the new Managing Director and is passionate about working collaboratively to improve the services for the benefit of tenants and service users throughout Scotland.

James Duffy, Service Co-ordinator James Duffy is responsible for collating the benchmark data for use by members. James first became involved with SHN around 15 years ago when working as an Area Housing Manager for West Lothian Council, having previously worked on homelessness with the City of Edinburgh Council, and the Centre for Housing Research at Glasgow University. He has experience of tenant-led inspection, peer review, and setting up performance systems.

After moving to Home Scotland, James was instrumental in helping SHN set up their benchmark service for RSLs in 2006. James qualified in housing through the NALGO course (yes, he’s that old!), and has an MBA from HeriotWatt University, where he was first based when he joined the Network.

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Misia Jack, Service Co-ordinator Misia’s specialisms rest in performance improvement and achieving sustainable development in social housing. Misia was educated both in Poland in Lodz University and in the UK where she studied Town and Country Planning and a Post Graduate Diploma in housing at Heriot Watt University which she secured with distinction. Misia has worked in housing during all of her professional career– as a Development Manager at Partick Housing Association, as an independent researcher, as a Policy maker at the Scottish Federation of Housing Associations and as a trainer for CIH, A+DS, SHARE and others. Misia joined the Network on a full time basis in 2012; her responsibilities include co-ordinating performance improvement services and promotion

of SHN’s services to RSLs. Misia is passionate about sustainability and performance improvement in housing. Misia’s publications include ‘Post Occupancy Evaluations for housing associations’ (jointly with Napier University) for the Technology Strategy Board; ‘Improving Thermal and Acoustic Performance of Pre1919 buildings’ for Historic Scotland/Sust; ‘Briefing Notes from Action Learning Sets on application of New Technologies in Social Housing’ for the Scottish Government & the Scottish Housing Best Value Network; ‘Funding Directory for Social Housing’ as well as ‘Environmentally Sustainable Maintenance and Housing Associations’ commissioned by Sust.

Tim Pogson, Service Co-ordinator Tim commenced his career working with a local authority housing department. He had experience of a wide range of housing functions and successfully studied for the Chartered Institute of Housing Professional Qualification. By the time he left Solihull Council, he was a team leader with responsibility for homelessness, lettings and property sales. Tim moved to work for the Chartered Institute of Housing in 1995, where he spent the next fourteen years. All Tim’s roles whilst with CIH were concerned with aspects

of professional development. From 2009, Tim was Scottish Head with Asset Skills, the Sector Skills Council for the built environment, where he was responsible for workforce development and statutory qualifications functions. Tim joined SHN in 2013 as one of the team of Service Co-ordinators. Tim is also on the boards of PATH (Scotland), Housing Options Scotland and the Scottish Housing and Support Conference.

Fiona Jackson, Service Co-ordinator Fiona’s housing career began 25 years ago. She worked in the voluntary sector for 11 years in the homelessness field before moving over to the public sector as a local authority Supporting People commissiong officer. Fiona joined SHN at the beginning of 2004 and retains her enthusiasm for doing work that practically benefits SHN members and their tenants.

In her years at SHN, Fiona has had many and varied work strands including self-assessment development, housing options/homelessness benchmarking, tenant and service user involvement. She has developed toolkits (in collaboration with members and other stakeholders) in the areas of equal opportunities, SHQS, charter reporting and most recently a tenant framework for implementing the HRA guidance and an e-learning module for homelessness service users.


Liz Dickson, Service Co-ordinator (Private Sector) Liz has almost 40 years experience working in Local Authorities dealing with housing related issues. Her career started with Glasgow District Council as Building Control Officer. After working with Glasgow for 10 years Liz took a 7 year career break before resuming her career with Renfrew District Council’s Environmental Services Dept., initially as a Housing Enforcement Officer, where she enforced repairs in Private Sector housing using statutory notices, and then moving to Housing Services where she became the Private Sector Housing Manager. After 13 years with Renfrewshire Council, Liz returned to Glasgow City Council (GCC) in 2006 as a Principle Officer responsible for repair and

improvement grants, disabled adaptations, major tenement repair schemes, issuing and instructing works using Statutory Notices and implementing the Council Scheme of Assistance. In 2012 Liz left GCC to take up her current position where she now manages and runs the Network’s Private Sector Service. Liz represents members on the Scottish Empty Homes Partnership Advisory Group and the Under One Roof Steering Group; she is a member of the Home Owner Housing Panel and the Private Rented Housing Panel and is also a trained mediator.

Andrew Smith, Data and Communications Officer After graduating from Napier University with a degree in design, Andrew began his career at the Scottish Government where he worked in the Office of the Chief Medical Officer. Andrew’s first move into Housing came in 2014 when he joined CIH Scotland where he provided support to the events, training and policy teams. Andrew enrolled on the CIH level 3 in Housing Practice, completing the qualification in 2016.

Andrew saw that a career in housing was right for him and jumped at the chance to join SHN in August 2015. As the Data and Communications Officer, Andrew is responsible for supporting the delivery of SHN’s benchmarking services, developing the communications and marketing strategy and management of online services.

Moira Fraser, Administrator/Welfare Reform Assistant Moira began her career in Housing some 30 years ago when she took up employment with Scottish Special Housing Association. She was there only a short time before leaving to join East Lothian Council, working in various different Departments which spanned almost 10 years. Moira left ELC to embark

on a different career before being drawn back into “Housing” when she joined SHN in 2013. She initially took up the role of Welfare Reform Assistant before also taking on the role as Office Administrator. She continues to cover both of these posts within SHN.


To find out more about our services and how we work with our members please contact us on 0131 466 3710 or info@scotlandshousingnetwork.org


Scotland’s Housing Network Prospectus

SHN Membership Agreement 1.

The local authority/RSL agrees to become a member of SHN.

2.

The Housing Association agrees to abide by the European Benchmarking Code of Conduct http://www.olev.de/b/eu-bm-codeofconduct.pdf

3.

SHN and individual local authority/RSL members will be joint owners of the collective data outputs.

4.

The local authority/RSL agrees to SHN using the data to produce summary reports, promote good practice and highlight areas where further investigation is required.

5.

The local authority/RSL agrees to pay invoices issued by the service provider on time.

6.

The local authority/RSL agrees to provide the required benchmarking data by the specified date as set out in the benchmarking timetable.

7.

SHN will not publish or share any performance information with other bodies without the prior consent of the local authority/RSL

8.

The Local authority/RSL is aware that membership will continue year on year without the need for annual renewal.

9.

The local authority/RSL will advise SHN of cancellation of membership in writing with a minimum of 3 months notice.

To join SHN please contact us on info@scotlandshousingnetwork.org Telephone 0131 466 3710 Verity House 19 Haymarket Yards Edinburgh EH12 5BH

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Scotland’s Housing Network Verity House 19 Haymarket Yards Edinburgh EH12 5BH www.scotlandshousingnetwork.org @ScotHousingNet All content copyright © Scotland’s Housing Network.

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