North Wales Housing

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Following the review and re-structuring of the Maintenance Department and re-naming as the Asset Management Team, it was decided that there would be significant benefit in appointing a panel of resident volunteers, to meet regularly with key officers of the team in a consultative forum so that tenants would have a more hands-on role in influencing the development of the service and getting to know the new team.

The Asset Management Panel was established in response to demands from tenants to have more of a say and influence in how their landlord delivers both day-to-day reactive repairs service and planned improvements to meet the requirements of the Welsh Housing Quality Standard (WHQS). The overall aim of the Asset Management Panel was to act as a consultative body for the Associations over 2250 tenants who live across all areas of North Wales.

NWH put in a bid for a Tenant Empowerment Grant through the Tenant Participation Advisory Service (TPAS) and was successful with its application; as a result we were able to facilitate 6 months training of relevant volunteers on the Asset Management Panel in conjunction with staff.

Since their formation the panel has actively taken part in contractor interviews; as well as generic questions that NWH ask contractors the panel as a whole generated three probing interview questions that they wanted to ask each contractor during interviews. As a result of these interviews, the panel has directly influenced the contractors that have been appointed to carry out maintenance services on behalf of NWH. This level of involvement directly ensures that our service is always tailored to meet our residents’ requirements.

The panel has also looked at the repairs satisfaction survey that is sent to tenants after works are carried out. They highlighted some issues surrounding the questionnaire and as a result it has been amended to incorporate the changes the panel made. This questionnaire will now be used by the panel to regularly monitor the work that the contractors they appointed are carrying out.

The panel has also set new Service Standards.

Below is an exert written by one of the Tenant Panel members which highlights the success of the panel:

Asset Management Panel – one tenants perspective

On my first meeting of the panel I was not sure what to expect.  What would it be like, how many people, how often would it meet and what would we discuss?  The welcome I received from both staff and other tenants immediately put me at ease.  The panel includes the Head of Asset Management, Gary O’Brien, members of the management team plus tenants from the different areas of housing covered by NWH. Since them we have met on a regular basis and I have really appreciated the information and knowledge I have gained as a result. 

TPAS Cymru (Tenant’s Participation Advisory Service), have organised the meetings and have provided a lot of information about different aspects of asset management.  The staff who attend the meetings have been open with us in discussions about everything from repairs to finance. We have been invited to participate in interviewing possible new contractors with the benefit of taking into accounts the things that matter to tenants, in a way that is possibly overlooked by those who don’t live in a NWH property. 

Overall I have found the experience has greatly improved my understanding of the difficulties and pressure that NWH faces and I have appreciated the opportunity to get together with other tenants and the management team to work towards making changes that will make for the provision of a better service for all and look forward to continuing involvement.

If you would like to know more about the Asset Management Panel then please contact Amie Louise Cavanagh, Tenant Engagement Coordinator on 01492563261

If you would like to contact the Asset Management Panel tenant members to give feedback on the repairs service for them to review during meetings then please email us at assetpanel@nwha.org.uk. Please note that these emails will only be read once a month during Asset Management Panel meetings therefore if you require an immediate response you should contact NWH directly.