Jonathan Cannon Email & Phone Number

Hartlepool/Stockton

As Customer Involvement Coordinator (Scrutiny and Complaints Panels) my role is specialist and ensures, as a social landlord, we meet our co-regulatory requirements. My key function is to recruit to, and support, the two panels on a daily basis, managing their budgets and promoting their work across the organisation and the wider housing community. Both panels are made up of volunteers, who are either tenants, leaseholders or customers from our communitiesFor the Thirteen Scrutiny panel I support them to undertake in-depth investigations of areas of concern across the business, working closely with the performance and governance team to deliver 3 reports a year. Their methodologies include interviewing staff/customers, carrying out surveys and reviewing existing strategy/policy documents to identify service improvements, whilst acting as a critical friend. I help them produce a report and action plan which is presented to the Boards, subsequently monitoring the actions promised by managers and escalating any actions not met to the Group Risk Committee in a style akin to internal audit reportsAny customer who has been through the Group’s internal complaints procedure and remains dissatisfied with the response to their compliant, can choose the Complaints panel to review their complaint. I have trained, and continue to support, the panel to conduct such reviews, so they can provide independent advice and recommendations to the landlord, either to improve services and/or the complaints process itself. It is my job to embed their role across the Group and build their capacity to add value. I provide training/support in the principles of dispute resolution, how to review a complaint and understand key areas of business concern based on complaints received.I lead in the involvement team on social media and have played a central role in our website development and social media to promote volunteering activities for customers.

Newcastle/Carlisle

Responsible for all resident involvement activities and Equality and Diversity, including delivery of the strategy and action plan for both areas. Key areas included Resident/scrutiny panel, budget management,Mystery shopping programme, Resident newsletter, Tenant Inspectors,Annual Report consultation and production, Local offers consultation and creation of, STATUS surveys and action plan, TPAS Accreditation, Induction of residents in Regional Committees, all resident training, Annual roadshow to housing schemes, Financial Inclusion, Leaseholder service review groups, Quarterly reports to Committees and Board and Benchmarking and good practice research

District Of Easington

I was responsible for the operational delivery of the Tenancy Support Service which consisted of Tenancy Sustainment service (for under 25 year olds new in tenancy), the temporary accommodation service (9 units for homeless persons/families) and the furnished tenancy service. I line managed five members of staff across these services and was responsible for the Delivery Plans, budgets, performance monitoring, service standards setting and monitoring, service review groups,contract negotiations, customer satisfaction and complaints for each service, as well as staff appraisals and personal development plans. I also created the website for my section

From Home

Following my redundancy from SITRA in April 2005 (due to government funding cuts), I worked self employed delivering training and consultancy services in a similar vein to my work with SITRA, across the whole of the North. This involved developing and tailoring new training courses to supported housing providers. Courses included risk assessment, support planning, preparing for reviews, involving service users, Introduction to the Housing and Support sector, How to develop and deliver outcomes, Housing Corporation’s Regulatory Code and the Residents Charter and basic Housing Law

Newcastle

I was responsible for the delivery of training, advice, consultancy services, presentations and workshops to a range of stakeholders. This included support/care providers, management committees and Supporting People teams. Regularly presenting at Conferences and events, I also ran workshops and facilitated group work including Cross Authority events for Supporting People teams, HACT (Housing Association Charitable Trust), SP teams, Housing Trusts and Local Authority Commissioning Bodies. I also played a role in supporting Regional development issues namely with the SP Regional Implementation Group, Cross Authority groups and the Regional Housing Board. I also provided consultancy to a number of organisations mainly on pre/post review and the policy/procedural requirements of SP, especially around the Quality Assessment Framework, budget management and Accreditation issues. I also produced the SITRA Regional Update, a quarterly newsletter for providers. I was also involved in the Northumbria Offender Accommodation forum and played a key role in the development of the Housing and Returning Prisoners (HARP) Protocol across the region. I regularly contributed articles to the SITRA National Bulletin.

County Durham

I was responsible for ensuring all the services in the district were fully prepared for the new changes in funding and monitoring that came into place in 2003. This involved working closely with providers and Local Authority Warden Services, Housing Benefit and the Housing Department. A number of new housing support services were also developed in the District, in which I played a central role. I also took the lead in developing the county-wide sub-strategies for young people, offenders, substance misuse, homelessness and care leavers. I also was responsible for the development of the county-wide Home Improvement Agency forum across Durham. I was the representative on the Adult Commissioning Group for the DAT, the Youth Homelessness Partnership and the Probation Accommodation Steering Group. I played a major role in developing the HARP protocol which facilitated a coordinated multi-agency response to helping returning prisoners with their accommodation and support needs.I was responsible for ensuring the full range of SP-eligible services, were properly funded, accountable and legitimate and also spent considerable time in the budget planning of some services and in the final financial reconciliation of the SP grant for the County which totalled £15 million. During this post I also prepared reports for the Core Strategy Group and local members

County Durham

Responsible for the delivery of the Homeless Strategy for County Durham, working closely with the district authorities and voluntary/community sector. Facilitated district fora in 5 regions of the County to promote and deliver a response to homelessness.

Durham

Inititially managed three supported houses for offenders, then later deliverd a floating support service to young people housed in our properties.

All Over The Uk

Built music stages and lived the life !

Bachelor Of Science (Bsc), Environmental Studies, 2I

Education record