Success, Satisfaction and Scrutiny:
the Resident Engagement Toolkit
4
Maximising potential
zz G
et more experienced residents to
deliver training alongside staff. Peerto-peer learning can be especially effective
and for those delivering the training it offers
a further development opportunity. Our
residents co-deliver training on service
standards, chairing meetings and basic
scrutiny skills. The opportunity is only
available to residents scoring highly on our
STAR competencies (Solution-focused,
Team spirited, Ambitious to succeed and
Responsive & resourceful)
zz Work with other landlords to deliver
shared ‘training hubs’. Working with others
can help share best practice and achieve
economies of scale. It sometimes helps to
hear from fresh faces as well
zz Annually assess the impact of training.
How many residents have attended courses?
How many residents have achieved
qualifications? Are residents putting their
newly acquired skills to use? Surveying
residents can help to ascertain the impact
zz Support residents through mentoring
and one-to-one coaching. This is
especially important for roles with greater
responsibility such as chairs of task groups
or members of strategic panels. Personal
development reviews can help identify further
training and support needs. Our board
‘Links’ – each Area Panel has a designated
board member – provide an additional
resource for coaching and mentoring.
Offer training
The more responsibility residents have, the more
important having the right skill set becomes.
For residents, training also acts as an effective
hook for involvement – the chance to combine
influence over their landlord with opportunities
for personal development. So it’s important to
combine training specific to your organisation
with courses offering transferable skills.
Our top tips for training are:
zz O
ffer bespoke packages for each
element of your offer (e.g. one for board
members, one for mystery shoppers and so
on). Consider offering an ‘essential’ package
covering fundamental skills alongside an
‘advised’ package for residents wishing to go
beyond the basic requirements
zz Have staff and residents attend the
same training sessions. Some training
is relevant to both staff and residents (e.g.
equality and diversity and subject-based
masterclasses). Having them attend the
same sessions is an opportunity to reinforce
the ‘One Team’ message
zz Review what’s on offer elsewhere. The
National Communities Resource Centre
at Trafford Hall offers a ‘Tenant Futures’
training package, which might be of interest
for those looking to offer residents training
externally. It covers positive local action
to tackle problems, the development of
resident groups and the management of
social housing. Tenant Central offers free
e-learning to residents, who can achieve an
Open Award. And residents looking for a
further challenge can study for a CIH Level
Three Award in Resident Scrutiny.
21