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Housing assurance panel

We all really enjoy what we're doing and I'm fortunate to have a great group of people involved in the Panel, so it never feels like work! In fact, it's a great way to socialise and meet new people.

Anna Campbell

Welcome to the Housing Assurance Panel's (HAP) webpage. Scrutinising the service is the role of this panel and its Chairman, Anna Campbell, explains a bit more: "Scrutiny is a great system because it means residents work in partnership with Wiltshire Council and can take an in-depth, fair and balanced look at a specific part of the service and then make recommendations about how things can be even better plus there's a great social element too! We are a group of residents (tenants and leaseholders) and independents that work together to help improve services for council housing tenants and leaseholders This is a part of co-regulation, which means housing services self-regulates subject to challenge and scrutiny from its residents. This is a great way for us to get involved and deliver benefits to residents and their families."

At the moment we're looking at Anti-Social Behaviour.  After this, we intend to look at Cleaning and Maintenance of Communal Property and then maybe towards the end of the year we might do a project around Sheltered Housing.  If you fancy getting involved in any of these, for the whole project of just a little bit of it, please get in touch the details are in the Contact us section to the right.


Once the panel have settled on a topic, which is decided by the panel and Wiltshire Council’s Housing Board, the group gets together and scopes the project – this is defining the boundaries of what the Panel will and will not be looking at.

Anna explains what happens next: "With the project scope agreed, we move onto planning the project, which includes deciding which tasks we think are appropriate. For example, we might carry out a telephone survey of residents or interview an officer of the council; we sometimes go out on accompanied visits to some of the housing stock and on other occasions we organise mystery shopping exercises; as well as many more tasks. It really all depends on the project that we’re looking at, although a managers’ briefing and desktop research are really important for every topic because this helps us understand what Wiltshire Council and other housing providers are doing."

Overall, the Panel looks at performance and resident satisfaction to establish if services are provided in the way housing services claim they are being delivered. After this, the Panel produces a report and then presents it to Wiltshire Council’s Housing Board. At that time, the service also presents an action plan. The Board can then ask the service to implement any of the recommendations.


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"There’s quite a bit of work involved" said Anna, "although we do divide the different tasks up fairly, so it’s fair for us all. Plus, because we all really enjoy what we’re doing and I’m fortunate to have a great group of people involved in the Panel, so it never feels like work! In fact, it’s a great way to socialise and meet new people."

For more information about the Panel and what it does, please read its terms of reference. Each project normally takes around 7.5 working days and the members spread this over a number of weeks, while aiming to look at a number of projects throughout the year.

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Anna’s looking for new members: "I’d be thrilled if you applied You can find out some more about what’s involved by reading the role description and specification. It’s really simple and straightforward to apply – just have a look at the completion guidance and data protection statement first, then complete the member application form and the equality and diversity monitoring form. Once you’re ready, mail or email these in, whichever is more convenient for you. I look forward to welcoming you to the Panel in the future and if you want to meet with us, please feel free to contact me by using the email address below and it will be passed onto me."

Email them to: tenantparticipation@wiltshire.gov.uk

Mail them to:
Governance and Scrutiny Officer
Housing Services
Wiltshire Council
P.O. Box 2281
Salisbury
Wiltshire
SP2 2HX


There’s a leaflet coming soon which you might like to have a look at or give to someone you know.  If you'd like to suggest some future topic ideas you can email them to tenantparticipation@wiltshire.gov.uk we'd be delighted to hear from you.


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Housing Assurance panel members

hap anna campbell

Anna Campbell (Resident Member; Chairman)

Member of the previous Scrutiny Committee and Tenants Panel. Former volunteer at a children's centre, was Pastoral Assistant at a secondary school, was a Teaching Assistant and a volunteer Staff Governor at a secondary school, was a volunteer Governor for a primary school and a volunteer for the National Autistic Society. Previously worked in service industry including retail, catering, catering deliveries and general hospitality.

hap philippa heseltine

Philippa Heseltine (Leaseholder Member)

Having been self-employed for 25 years, I know how important it is to get things right, to be an effective communicator, and to add value at every stage through objective analysis and reasoned argument. Coupling my business awareness skills with my strong interest in leaseholders such as myself, I help to ensure the panel looks at matters from both tenants' and leaseholders' perspectives.  his is vital, given that leaseholders represent a significant percentage of residents and have traditionally been an under-represented group. I maintain the confidentiality of all information and encourage more leaseholders to engage with the council, particularly in relation to maintenance. I am a co-founder of a performance dance group in Salisbury and a member of Hearts & Minds, a sub-group of Salisbury Transition City, both of which support holistic health and wellbeing for us all.

hap teresa middleditch

Teresa Middleditch (Resident Member)

Focuses on all sides of problems and researches solutions. Listens well, is objective, thinks positively and maintains the confidentiality of information. Has worked with vulnerable people and is a committee member of a Neighbourhood Association. Training courses have included engineering, mechanics, welding and steelwork; also engaged in Wiltshire Council's Tenant Equality and Diversity Training, TPAS Become a Better Representative and Tenant Central's Effective Meetings and participated in Shine's Money Matters; volunteers for Healthwatch, including child and adult safeguarding awareness training.

hap anthony fletcher

Anthony Fletcher (Resident Member)

Having owned his own housing maintenance company from 1999 until retiring a few years ago, Anthony provided vital services across the south of England for a range of housing associations.  Prior to this, I worked for Rolls Royce in Research and Development of engines.  I have seen first-hand the problems which can occur in housing; in particular, i appreciate the challenges that residents face when reporting problems and getting results.  Some residents came to me directly, which gave me an opportunity to understand the difficulties faced by residents and the service providers.  I think it's important to look at things from both perspectives there are always two sides to everything.




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Contact us

Governance and Scrutiny Officer
Wiltshire Council
Housing Management
The Council House
Bourne Hill
Salisbury
SP1 3UZ

The completed reports below were presented to Wiltshire Council's Housing Board by the Housing Assurance Panel and include management responses. 

Our scope: To examine, evaluate, comment and report upon the documentation and policies and procedures used in dealing with tenants, from the point of offer acceptance to the nine-month tenancy check visit, to determine the customer experience and satisfaction levels. 

Introduction to a tenancy

Response PDF (275kb)

Our scope: To ensure that when a property is void, the best property letting standard is applied. This is to include the importance of the decoration allowance arrangements, how inspections assist in delivering what residents and potential residents want, minimising rent loss, aiding quick service turn-around and the overall quality of a void property to the satisfaction of the resident.

Void properties and processes

Response PDF (278kb)

Our scope: To evaluate and compare current planned maintenance arrangements for the renewal of kitchens and bathrooms against resident expectations and satisfaction levels, value for money, and to consider the appropriateness of a completely new structure for service delivery, whilst maintaining high standards of quality and ensuring effective communication throughout the whole process, and to comment and report upon the cost and time effectiveness for all. 

Planned maintenance: kitchens and bathrooms

Grounds maintenance

Report PDF (346kb)
Response PDF (275kb)

Leaseholder involvement

Report PDF (410kb)
Response PDF (286kb)

Our scope: To consider strengthening the focus of ‘Housing Matters’ on the reader, incorporating residents in the production cycle and being alert to the language register used, which would broaden, encourage and increase the level of readership.  Evaluating the layout, presentation and delivery mechanisms, in the context of a continuously evolving environment which presents potentially growing challenges including but not limited to timeliness and finances, whilst delivering high standards of quality, thereby ensuring an up-to-date and value for money publication is produced

'Housing Matters' publication

Last updated: 30 March 2017 | Last reviewed: 30 March 2017