Safe homes, sound assurance
Awaab's Law, customer journeys, risk and audit.
A half day on safe homes and sound assurance: handling complaints, damp, mould and Awaab's Law, designing around people, respect and vulnerability, strategy, risk, internal audit and the audit committee.
- Level
- Explore
- Learning time
- 5 hours 30 minutes
- Where
- Homes and residents
- Price
- £129
When you step up to a higher level, what you paid in the last 12 months for lower-level courses inside the bigger course comes off its price, in proportion to how much of each is inside it, whichever topic it's from. Courses at the same or a lower level don't give credit against each other. A Focus course or above always costs at least £15. Read the full terms
Certificate of Completion, or Certificate of Completion and Assessment with a short assessment
Overview and Outcomes.
Who It's For
Housing board members, executives and senior managers responsible for residents' homes and services
Overview
Residents feel the quality of governance in the condition of their homes. The second half of Homes, boards and residents starts with handling complaints well, drawing on the Mid Staffordshire inquiry and the five parts of a meaningful apology, then damp and mould under Awaab's Law beside the Welsh Housing Quality Standard. It designs services around people with Lynn Shostack's service blueprint, Tell Us Once and Sunstein's idea of sludge, then examines respect and vulnerability through Miranda Fricker and the Equality Act. Its final part covers the board's role in strategy and risk, the Carillion collapse, internal audit and the Slough case, and the audit committee with Croydon.
Aims
It is designed to help housing leaders treat every timescale as a promise to residents, respond to complaints in ways that rebuild trust, honour recorded needs at every contact, and test whether the assurance their board receives about strategy, risk and audit is real.
In summary, you will be able to:
- Plan a meaningful apology and proportionate remedy, and assess whether hazard reporting shows real outcomes for households.
- Use a journey map, a service blueprint and the six step vulnerability approach to redesign a journey around what has happened in people's lives.
- Apply the four questions for every audit meeting, and test whether actions marked complete have actually been implemented.
What you'll develop
Across this Explore, you will develop the ability to:
- Explain how missed warnings turn into formal complaints and campaigns, using the Mid Staffordshire case and the listening loop.
- Explain the purpose and main timescales of Awaab's Law in England and the different route Wales has taken through the Welsh Housing Quality Standard.
- Use a journey map and a service blueprint to show what a person experiences and what lies behind it, including the line of visibility.
- Explain the Housing Ombudsman's findings on respect and identify where respect breaks down in your own service.
- Explain the board's four strategic roles and place your own board honestly on the spectrum from ratify to co-create.
- Explain the board's role in setting the risk tone and testing that it holds, as distinct from management's job of managing risk.
- Describe the structure of the Global Internal Audit Standards and the role they give the board or audit committee in governing internal audit.
- Explain the core functions of an audit committee and why its independence from management is its greatest asset.
Built from 8 modules.
5 hours 30 minutes of learning.
- 01Handling Complaints Well: The Human SideComplaints, Ombudsmen and Learning from Failure35 min
- 02Housing Complaints, Damp and Mould, and Awaab's LawComplaints, Ombudsmen and Learning from Failure36 min
- 03Designing Around People: Journeys and Life EventsResident and Customer Experience36 min
- 04Respect, Vulnerability and Reasonable AdjustmentsResident and Customer Experience37 min
- 05Strategy and the Board's RoleGood Governance49 min
- 06Risk, Assurance and OversightGood Governance48 min
- 07Internal Audit: Standards, Independence and OpinionAudit and Assurance38 min
- 08The Audit CommitteeAudit and Assurance37 min