TOWER Scrutiny

The TOWER Scrutiny Panel are an independent panel of BCH customers who work with BCH and Blackpool Council.

The panel act as a positive critical friend, assessing and challenging the services that BCH provides on behalf of its customers. As part of co-regulation, BCH is committed to greater involvement of customers in decision making and scrutiny of services. This leads 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 encouraged 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 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. 

If a member wishes to resign, they should inform the panel or 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

Members must: 

• Disclose and interests, whether personal or on behalf of ant 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

Chairperson and Vice Chair positions will be elected by secret ballot of members, facilitated by the Involvement and Communications Team. Positions will be held for 2 years. Existing positions can be re-elected.

TOWER Scrutiny will determine the schedule for meetings and scrutiny exercises during the year. It is expected that the group will meet regularly. 

The quorum for any decision making will be 50% 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.

One-to-one 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 or BCH Chief Executive in conjunction with a TOWER representative.
• All Investigations will take place within 10 working days and the outcome communicated 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 Involvement and Communications Manager or Chief Executive, whichever is preferred.