If you’re interested in finding out about how we deliver services to you or having a say in decisions about how we operate services such as Repairs or Anti Social Behaviour, why not join TOWER Scrutiny Panel?
TOWER carry out reviews of different service areas, looking at a range of information (policies, procedures and data etc), and speak to customers, staff and contractors before putting forward recommendations for improvement. They report directly to the BCH Board.
The group meet regularly.
As a member of TOWER you will receive 1-1 support from a dedicated BCH officer and have access to a wide range of training options to help you carry out the role.
If you're interested in joining or would like to find out more, please contact us!
The TOWER Scrutiny Panel are an independent panel of BCH customers who work with BCH and Blackpool Council.
The panel provides impartial, customer focused support to BCH and Blackpool Council, holding them to account by providing positive scrutiny and challenge and by making recommendations for improvements on how landlord services are delivered to tenants.
As part of co-regulation, BCH is committed to greater involvement of tenants and residents in decision making and scrutiny of services that will lead to greater customer satisfaction and the continued delivery of excellent services.
TOWER will agree which area within BCH they wish to conduct a scrutiny exercise on. This involves:
- Reviewing policies and procedures
- Looking at performance data and data trends
- Consulting with other customers
- Interviewing staff, managers and contractors
- Benchmarking with other organisations
Once a scrutiny exercise is completed, the panel will draft a report with recommendations and timescales which is then agreed by SMT and the Board. Once the recommendations have been agreed, they are monitored until implemented and then reviewed to see what improvements have been made as a result.
As a member of TOWER Scrutiny you will:
- Be a team player and support other members
- Challenge service delivery from a customer perspective
- Suggest improvements
- Think and act strategically
- Interpret data and information
- Problem solve and make decisions based on evidence
- Work with BCH staff, contractors, residents and other organisations
- Benchmark against similar organisations
- Attend meetings, training courses and relevant events (where personal circumstances allow)
- Take part in discussions and volunteer for tasks
- Assist and contribute to reports
- Be invited to present final reports to the BCH Senior Management Team and BCH Board
- Demonstrate a commitment to equality and diversity and respond appropriately and sensitively to the difference in others
- Uphold confidentiality and data protection
BCH will:
- Provide members with ongoing individual support with a tailored training plan
- Monitor and update training logs and plans
- Register all members with TPAS - Tenant Engagement Experts and encourage them to attend training and webinars
- Complete individual skills audit
- Provide individual support on a case by case basis
- Identify and arrange training as a group
- Research and arrange attendance at key events
- Offer advice and support
- Facilitate meetings
- Provide reclaims in expenses for any reasonable costs incurred in line with the BCH Volunteer Expenses Policy
- Provide and present relevant information
- Arrange interviews
New members will be recruited by the TOWER Scrutiny Panel working in partnership with the support of the BCH Involvement and Communications Team.
Membership is open to any BCH tenant or leaseholder aged over 18 and can be supported by a family member, friend or carer (who will be subject to the same agreements).
Members must have:
- A clear rent account
- No active cases of anti-social behaviour logged with BCH
- No breaches to their Tenancy Agreement
There will be no more than 9 members on the TOWER Scrutiny Panel.
New prospective members will be invited to an informal interview with a member of BCH staff and the TOWER Chair, or Vice Chair in their absence, prior to acceptance on the panel. The decision will sit with the Chair/Vice Chair and the Involvement and Communications Manager.
If a member wishes to resign, they should inform the Chair of the panel and the Involvement and Communications Team.
Members must read, understand and agree to the following:
- BCH Involvement Code of Conduct
- BCH Involvement Confidentiality Agreement
- BCH Involvement Equality and Diversity Agreement
- TOWER Terms of Reference (TOR)
Members must:
- Disclose any interests, whether personal or on behalf of any tenant or customer group, which might affect or influence their approach to a task
- Offer to withdraw from a task where a conflict of interest is clear and substantial
- Declare to the panel and gifts received in the course of acting as part of the panel which will be logged in line with the BCH Gifts and Hospitality Policy
Chair and Vice Chair positions will be elected by secret ballot of members, facilitated by the Involvement and Communications Team. Positions will be held for a year. Existing positions can be re-elected.
It is expected that the group will meet regularly. Meetings will be held on a monthly basis.
The quorum for any decision making will be at least 3 members of the group present. The group will reach decisions by consensus. If this is not possible, members will vote and a majority will be required.
Each year BCH will conduct a health check of TOWER to ensure that it is performing its duties effectively.
Individual review meetings will take place between members and the Involvement and Communications Team, at least annually.
All agreements and documents will be reviewed with panel members as part of this process.
Members of the group will receive ongoing training and support in order to carry out their duties as part of TOWER.
BCH will pay reasonable out-of-pocket expenses including travel and refreshments while attending meetings, training or other events in line with our Expenses Policy.
If there are concerns with the performance and/or conduct of the group or members, the BCH Board have the right to commission an independent review of TOWER.
Where a member is deemed to be in breach of the Code of Conduct, Equality and Diversity Agreement or Confidentiality Agreement, or is involved in activity which brings the name of TOWER or BCH/Blackpool Council into disrepute, the following action will be taken:
- An Investigation will be carried out by the Involvement and Communications Manager and the Chair or Vice Chair.
- All Investigations will take place within 10 working days, and the outcome communicated to the member within 3 working days.
- In the first instance or if the breach is deemed to be minor following investigation, a warning will be given, and the member will receive relevant training and supervision.
- In the case of a second breach or more serious breach, following investigation, the member will be suspended and removed from TOWER and the outcome will be notified in writing.
In all cases the member has the right to appeal, and these should be forwarded to the Director of Resources.
If you have any queries or would like to express your interest, please contact BCH Involvement and Communications Team
T: 01253 477911