resident involvement impact assessment 2015-16...page 1 of 30 resident involvement impact assessment...

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Resident Involvement Impact Assessment 2015-16

An Impact Assessment measures and evaluates the difference made to services by involving residents. Impact assessments focus on the outcomes of activities; what has changed for residents and their communities as a result of resident involvement. Our Impact Assessment aims to demonstrate that in any area of service delivery resident involvement can: • Influence decisions. • Improve the local area and community that residents live in. • Improve performance. • Improve resident satisfaction with the services they receive. This Impact Assessment will demonstrate how involvement has developed over the last 12 months and highlight the changes made to the way B3Living delivers its service as a result. There are 7 main areas that covered the range of our Resident Involvement activity this year. They are: Resident Groups: Great examples of residents taking pride in their communities working with B3Living staff and partners Community Initiatives: Residents taking the lead to inspire their community Addressing Diverse Issues: Focus on the cultures, communities, circumstances, beliefs etc… existing amongst our residents Improving Services: Resident groups making important contributions to big service changes Strategic Groups: Residents holding B3Living to account for their performance, decisions and overall service Capacity Building: How involved residents committed to developing their knowledge and skills to make a difference External Recognition: Evidence to demonstrate that Resident Involvement service is highly regarded nationally

Activity £ & Residents Involved

What happened? So what?

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Each activity should address at least 1 of the 5 Key themes set out in the Resident Involvement Strategy. These are: 1: Involving residents in shaping and improving services 2: Enabling residents to play a part in decision making 3: Getting involved in the local community 4: Training, support and resources 5: Incentives to encourage meaningful involvement The Impact Assessment will also show how each activity addresses the strategic aim of ‘creating great places where people want to live’ by contributing toward: Better Homes: To provide homes which our residents enjoy living in, within areas which are safe and attractive Better Communities: Providing opportunities that benefit the wider community and residents priorities so their needs are met Better Business: Delivering excellent, efficient services and maintaining strong governance



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RESIDENT GROUPS Retirement Scheme Committees, Gardening Clubs & Tenant Meetings Small groups of residents in B3Living Independent Living schemes meeting regularly to discuss scheme related issues and working with us to address them. Creating stronger links between B3Living the schemes, working towards improving services, activities and facilities. Key Theme 1 Key Theme 2 Key Theme 3 Key Theme 4 Better Communities

£500 Around 60 residents involved in Tenant Committee activity £5 per involved resident

Regular Tenant meetings held at all schemes

Residents at several schemes come together to set up own Tenants Committee

Gentlemen’s Club established for residents with dementia needing one to one social interactivity

Gardening Club at St Augustines continued to operate on funds carried over from the previous year

Blackwood Court gardening club continues to take pride in the communal gardens

New committees developed at Highgrove Court and The Friary

Residents at Independent Living Schemes able to have their say on conditions and improvements

Greater independence in activities for residents at The Friary, Highgrove Court and St Augustines through Tenant Committees

Issues such as Social Isolation and loneliness tackled through Gentlemen’s club

Communal garden at St Augustines continues to be a great example of what can be achieved when residents are empowered to take responsibility.

Blackwood Court gardening club won a prize in the Broxbourne in Bloom competition

Leven Drive Steering Group Process involving local residents in the regeneration of their estate following Stock Transfer from Haringey Council.

£20 10 residents £2 per involved resident

Meetings held in June and November with Asset Management and Resident Involvement team to get steering group feedback and input into improvement works to hard landscaping/parking areas and regeneration to the Leven Drive Green Steering Group members volunteered their time to help host a visit from Haringey staff

Through past consultations and regular steering group participation and feedback residents have

Contributed to continued estate improvements

Helped boost in satisfaction with the area.

played a large role in decisions



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Working with residents to ensure that the community is instrumental in the regeneration of the estate. Key Theme 1 Key Theme 2 Key Theme 3 Better Homes Better Communities

and councillors in March to mark three years since transfer and demonstrate how the ‘Promises’ have been met and exceeded.

that were made around what works were carried out, where, why and how

Holdbrook Residents Association/Group Residents in the Holdbrook community meeting regularly to discuss local issues. Working with B3Living and other community partners to address them. To enable the local community to develop its own voice working towards positive change. To create stronger links between B3Living and local residents work towards improving the community.

£0 Only staff time 34 residents have attended Resident Association meetings during 15/16 £0 spend

Issues addressed by the group:

Monitoring ASB figures and police presence

Gardening project

Communal repairs, fly tipping and grounds maintenance

Monitoring Hub usage and activity

Campaigning for fair service charge for Aldwyck Housing Group residents on Holdbrook Court

Campaign for parking restrictions along Queens Way

Campaign for renewal of Children’s area at Melbourne Court

Outcomes of the group’s activity:

Crime figures remain low and dropped overall

Successful gardening scheme through the summer, dropping off when funding cancelled

Repair and fly tipping issues followed up and addressed through B3 staff and local councillors

Holdbrook Hub visited over 2000 times during the year. Increased online access, job search and IT training for residents

Aldwyck have acknowledged service charge errors and will be addressing with their residents

After years of campaigning, double yellow lines installed along dangerous stretch of



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Key Theme 1 Key Theme 2 Key Theme 3 Key Theme 4 Better Communities

Queens Way

B3Living and the Council worked with local residents to agree a design and install modern equipment to the play area

COMMUNITY INITIATIVES Residents’ Day Annual event open to all B3Living residents. Opportunity for residents to find out about new B3Living services, talk about the issues that matter most to them and meet our various community partners to find out how we work together for residents benefit. In 2015 our key theme for the day was Financial Inclusion. Key Theme 1 Key Theme 2 Key Theme 3 Key Theme 4 Key Theme 5 Better Homes Better Communities Better Business

£11,000 355 Residents £31 per involved resident

The day was held at Paradise Wildlife Park and included:

Consultation on Financial Inclusion

B3Living Information stalls

Community Partner information stalls

Separate room for children’s entertainment

Activities for young residents

Animal show

Free entry to Paradise Wildlife Park All attending partner organisations were asked to ensure that the information they brought along tied in with the emphasis on Financial Inclusion as it was the most significant issue facing our residents. Residents were consulted on the findings from the previous year’s financial inclusion survey of over 500 residents and asked about B3Living’s approach

The Income and Welfare Team were able to engage many residents they rarely saw face to face during the year. 92% satisfaction with the event 86% said they felt encouraged to think or act differently about their finances based on the consultation. Majority of issues dealt with were about forthcoming welfare reform changes that were announced in the budget. A greater ratio of families in work came to the stalls for advice this year. One particular family made a point of feeding back to us to announce proudly that following appointments looking at budgeting and repayments, she was rent arrears free in less than a year.

Next year we will seek to attract new faces, as the last few years has seen many of the same familiar faces.



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Good Neighbours Day Event organised and held by residents of Whitehands Close, Hoddesdon to celebrate European Neighbours Day To boost local community spirit by providing an opportunity for residents of Whitehands Close to socialise, get together and informally meet. Key Theme 3 Better Communities

£6 20 residents £0.30p per involved resident

6th year Just under 20 residents turned up to socialise and get to know each other over tea, coffee and nibbles they contributed themselves. B3Living contributed additional refreshments and freebies from excess stock. BodBus, Foodbank and Community Rangers invited.

After a slow and rainy start another successful day was held with a great age range of young and old. In the informal setting, representatives of the BodBus and Foodbank were able to raise awareness of the great work they do Borough wide. The Community Rangers were also able to develop their good relationships with local residents. For some residents, this day is the only chance they get to catch up with their neighbours for any meaningful time, showing the social value of the day.

Take a Bow Project The Take a Bow project is a primarily youth music focused project that takes place in the old o2 shop in Waltham Cross. Working with Nacro and the B3Living Youth Panel, the event offers workshops and open mic nights to young people and the wider community. Designed to engage

£440 (Paid for by Community Development) +£750 received for High Sheriff Award Project made +£310 in 2015/16 200 Young people (90% local and around 50% B3Living connected)

It has been a challenging year for the Take a Bow project with several significant changes taking place in a relatively short space of time. Commercial rent and loss of the Y-Arts Centre and having to move to the smaller site of the old o2 shop in Waltham Cross. Loss of the old o2 shop 9 months later for the same reason. The project is for now being run from the CVS Community shop. Many of the original Take a Bow performers no longer attend regularly as life

Take a Bow continues to be a well-respected and recognised project across the region. After applying for a number of awards last year, we were actively encouraged to submit the project for the High Sherriff, and National Crimebeat Awards this year. Winning a prize at the High Sherriff Awards meant that Take a Bow actually made a surplus for 15/16 which will be used to develop the project further next year.



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younger B3Living residents and beyond in positive activities for young people influenced by young people.

Key Theme 3 Key Theme 4 Better Communities

+£1.55 per attendee commitments start to impact on their time. i.e. jobs, children, college. A younger generation of local residents are increasingly in attendance, changing the Dynamic somewhat, but allowing us to send positive messages to an even younger age group 10 – 18. The project was recognised at the TPAS national awards and also won 3rd place at the High Sherriff Awards and a Special Commendation at the National Crimebeat Awards.

The reputation of B3Living and its work with young people has been greatly enhanced through this project. Quotes from the B3Living Facebook page

Great day, lots of positive energy and vibes

So proud of my Nay Nay, she was singing like an angel

Amazing, well done

This girl made me cry when she was singing, she was so good at a young age xx

It’s been awhile, buzzing for Take a Bow this Wednesday

Shout out to Take A Bow was an entertaining evening with some great young talent about. Good to see some old friends”

DIVERSE ISSUES Disabilities Forum This group meets every six months to review and recommend improvements to the services B3Living offer to residents with disabilities. It is open to all residents who have or live

£475 25 residents during 15/16 £19 per involved resident

In a change to last years quarterly meetings, the Disabilities Forum was held twice this year as several crossovers could be identified with the Diversity Forum meetings. Key issues discussed during the year included:

Herts Mind Network: on Mental Health Awareness

Awareness raised across a number of issues that impact on the lives of B3Living residents Residents who have come to meetings for years and been silent suddenly feel empowered to speak and tell their personal stories in disabilities and diversity related forums.



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with someone who has a disability. For residents with disabilities to influence positive changes in service delivery, in particular with regard to the impact these have on residents with disabilities. Key Theme 1 Key Theme 4 Key Theme 5 Better Homes Better Communities

Herts Aid: raising awareness and understanding of HIV

Shaw Trust: Tackling unemployment for people with a disability of mental health issues

Independent Living Manager Maureen Preedy: on facilities at the Friary designed to support older residents to live in their homes for longer

Resident speakers this year included Margaret and Louise Bonfield on ‘What it’s like being a carer

The forums have acted an informal peer support network where information and advice is shared between residents as much as from professional organisations giving formal presentations. Assessment from residents

I feel that I have learnt so much from these

Having the time to meet other residents and chatting with them is encouraging

I would like to be involved in the mental health things in the community

These give me a feeling of community

These meetings have made me more involved in affecting issues positively in the community

Diversity Steering Group and Open Forum Quarterly steering group consisting of staff, Board members and residents formed to look at the effect B3Living policies and practices have on our diverse communities.

£175 9 residents on steering groups 38 residents at Open Meetings (including steering group members) £4.60 per involved

A great range of topics were discussed at these meetings last year, including presentations on:

Out and Proud Diamond Group

Gypsy and Travellers Empowerment

LGBT partnership Broxbourne

Black History Month planning

LGBT Equality and LGBT Allies promotion for residents day

Residents involved in recruitment and selection

Some great outcomes including:

10 Resident LGBT allies signing up at Residents Day

Successful Black History Month event held in October

Greater awareness and support for the Gentlemens Club at Wormley Court

Young resident recognised for her charitable work at the Broxbourne Youth Awards



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To ensure B3Living remain committed to equality and diversity. To promote diverse issues and events. To forge links with local groups championing specific diverse issues. Key Theme 1 Key Theme 2 Key Theme 3 Key Theme 4 Better Homes Better Communities Better Business

resident In addition, 4 residents volunteered to give presentations on their personal experiences which included:

Dementia and Older Persons month

Gender equality and women in housing

Cancer and sight loss

Young people and charitable work

Assessment from residents

It is so inspiring, meeting and listening to ones experience. Both good, negative and fulfilling real life experiences

Getting to know people from all walks of life with a rich variety of experiences and the joy to share and help

I think we all hugely benefit. We are all humans, different emotions but we can all relate to each other

These meetings are an eye opener

I would recommend this forum, it is a very good idea. Keep it up!

Youth Panel The Youth Panel was set up for young residents aged 14-25 who meet every two months to discuss their experiences living in Broxbourne and to look at activities provided for young people in the borough. To develop a better relationship with younger residents and create a

£700 21 residents £33 per involved resident

The future and development of the Panel was reviewed this year to ensure we maintained meaningful engagement with them. The group agreed to maintain their focus on improving community services for young people, but also wanted to play an active role in charitable and community events. Organisations consulting with the Panel:

Herts Mind: On Mental Health services for young people

HAFLS: On barriers to employment and education for young people

Through the year, the Panel have made real contributions to local youth services after being approached on each occasion by the relevant organisation. The Panel has shown that it is well respected for its work locally and representing a representative cross sample of young people. The group successfully developed a new found purpose and members demonstrated that commitment by supporting the Macmillans Coffee



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forum for them to voice their concerns, gain confidence in their own abilities and have a say in policies and strategies which affect young people locally. Key Theme 1 Key Theme 2 Key Theme 3 Key Theme 5 Better Communities

Youth Connexions: On support and advice services for young people

Charity Event supported by Youth Panel members

Macmillans Coffee Morning held at Scania House

morning One Youth Panel member also carried out her own charitable act by being sponsored to cut her hair in solidarity with her Nan who was a cancer sufferer, raising over £1,000 She was shortlisted for the 2016 Broxbourne Youth Awards

Celebrating our Community Free cultural event taking place in September 2015 celebrating and promote the rich diversity within the Broxbourne community and building community cohesion. B3Living part funded the event, sat on the organising committee and participated on the day. Key Theme 3 Better Communities

£1393 (Covered by Community Development and accounting for roughly 25% of the total event budget) Around 3000 Residents from all tenures attended the event £0.46p per attendee

Event held in Waltham Cross Town Centre

Higher footfall but not everyone their exclusively for the event

B3Living hired entertainer to attract people to its stand

Spoke to nearly 100 people with approximately a quarter being B3Living residents

Able to engage between 20-30 B3Living residents, some of whom have little involvement with us otherwise

B3Living presence and services promoted to a wide audience

Event again played a large part in enhancing community cohesion, tolerance and understanding

Next year the Community Engagement Team will work with other departments to ensure organisation wide messages are promoted to residents



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HAFLS Focus Groups Focus Groups held on behalf of the ‘Hertfordshire Adult and Family Learning Service’ to gather feedback from participants about barriers to engagement and how to help address them. Key Theme 1 Better Business

-£340 B3Living were paid (by HAFLS) £200 per focus group minus resident travel costs 14 Residents -£24.28 per involved resident

Two focus group sessions were held by B3Living in February Had to ensure a representation of residents with potential barriers to engagement as described by HAFLS i.e.

With disabilities

With mental health issues

From BAME communities

With an addiction

Carers

Lone parents

Long term unemployed

General debt issues Amongst others Questions focused on residents prior experiences, then their willingness and ability to work or return to education and any specific barriers that prevent them from doing

The results and key highlights were returned to HAFLS. Results from the focus group reported back to the European Structural and Investment Funds meeting in March and was well received Residents have had the opportunity to contribute to a strategy aimed at addressing common barriers to underrepresented groups in employment and education. A final report is due by June 2016

Black History Month Event Free cultural event taking place in October 2015 to celebrate Black History month with local residents. B3Living organised the day jointly with the Ethnic Minority Association. To help recognise the

£50 19 residents £2.63 per involved resident

Planned with EMA to showcase local

contributions to life and culture of the African

and African Caribbean community

Also wanted to ensure other BME groups

were not excluded so representatives from

groups such as the Broxbourne Muslim

Community were invited to attend and

contribute.

Main funding for the event was attracted from

Cllr Alan Searing through the Locality Budget

The event positively promoted contributions made to local culture Local radio (Bob FM) heard about the event and came down to cover it helping spread our message to 92,500 people Feedback from attendees: There was so much going on on the 3rd floor. Every single detail, food, activities, drumming, balloons, various competitions, music made our event very special!



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contribution of the African and African Caribbean community in the borough and surrounding areas. Key Theme 3 Better Communities

Scheme which was able to cover the cost of

hot food and entertainment including a

balloon artist and entertainer, steel drums,

arts and crafts and various displays of

African/Caribbean culture including food,

music, poetry and historical facts

Over 30 local people attended including

Deputy Mayor Cllr Carol Crump

Enjoyed “the history of the great black men who fought for present freedom most of them sacrificed, lives and freedom for others Keep in mind and tell others about Black History Month. Celebrate the achievements of people of colour. Lunch was superb! Steel band and lesson was fun and educational I think you should keep up the work of spreading the news that’s for the wider community. We should all try to work to understand each other and where we come from; have respect for each other. Good for meeting other people from other parts of the world

IMPROVING SERVICES Resident Inspectors Residents inspect estate based communal areas and assess conditions based on B3Living service standards but from residents eye view. To improve communication between residents and community services team


Areas monitored by Inspectors included: Waltham Cross Fishers Close, Teresa Gardens, Leven Drive, Park Lane, Highgrove Court, Sandringham Avenue, Raglan Avenue, Kenworth Close East Cheshunt Collet Gardens, Collet Close, Craigs Walk, Lawrance Gardens, Kennedy Close, Davidson Drive, Rowley Gardens West Cheshunt

Resident feedback:

Impressed with the Groundwork done at Macers

Thank you to the Rangers for sorting out the flowerbeds. It makes a difference to the residents on the estate

The bedding at Farriers is brilliant

B3Living dog poo bags are brilliant. Been giving them out to



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and speed up response to issues that may ordinarily be missed by B3Living staff Key Theme 1 Key Theme 3 Key Theme 4 Key Theme 5 Better Communities

New River Court, Wellers Grove, Valence Drive, Wheatcroft, Goff’s Oak Area, Grove House, Aldermere, Andrews Lane, Brompton Close, Harkness, Laburnum Close, Cussons Close Broxbourne/Wormley/Turnford Macers Court, The Springs, Groom Road, Slipe Lane, Farriers End Hoddesdon Langton House, Whitehands Close During the year site visits were conducted jointly with Resident Inspectors and B3Living ASB staff A meeting was arranged with the Council environmental department to discuss the impact of their new recycling policy Inspectors were given B3Living promotional dog bag holders to encourage better dog fouling etiquette amongst residents New log sheets were developed for inspectors to better monitor progress with improvements

lower dog fouling

Good to see what is being done and that issues are being logged and followed up with

It has helped me a lot as to how the workings of B3Living get to its success. By Involving tenants.

Residents would have benefitted by issues being reported that may have been overlooked. (feedback on both sides)

I am able to maintain the street that I inspect to an excellent standard making B3Living able to keep the area and buildings appealing to new tenants

Repairs Panel This group meets every 3 months to help set repairs service priorities, monitor the quality of the service provided, review new

£1050 30 Residents during 2015/16 £35 per involved resident

Key issues discussed at meetings included: Fencing Policy: Panel members had the opportunity to discuss and comment on before a review Decorations Policy and pilot: Panel

As a result of resident input about contractor performance, B3Living have reviewed the decorations policy and further involved Panel members in a pilot looking at the feasibility of bringing the service in-house



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strategies and contributing ideas for improvement. Panel formed as response to resident feedback that Repairs is the most important service B3Living deliver. To encourage residents to work in partnership with B3Living, to make better decisions about developing the repairs service, to provide a way for residents to genuinely influence and improve B3Living’s repairs services. Key Theme 1 Key Theme 2 Key Theme 5 Better Homes

members concern about Papworth Trust and Grovers triggered a review and pilot on the feasibility of providing an in-house service Asset Management and Procurement: Residents invited to take part in early stages of the process to seek new partners for cyclical decorations programme Adaptations Policy: Panel members requested an update on proposed changes to the service in order to scrutinise the decision making process Quarterly meetings remain a popular way for residents to monitor satisfaction with and performance of the service

Residents have also set out a number of strong principles and priorities that has informed the procurement process and will have an eventual impact on the Cyclical Decorations programme.

Resident feedback: I feel I have grown in both Knowledge and confidence as well as going on course which support both of these. My contribution may have helped B3Living to improve on its service and hence help the residents. Ideas and experiences have contributed to improvements and future policies. I think its progress that we are asked what we think on subjects. I have given several suggestions over my time on the panel and several of these have been used.

Mystery Shopping Residents working with B3Living to test our customer services across our key service areas.

£930 13 residents during 2015/16 £70 per involved

B3Living used its range of Mystery shopping methods to monitor telephone performance, emails, office visits and website visits. The scenarios posed to staff by residents

Excellent results have continued during 15/16 and are up on the previous 3 years from 70%, 80% and 88% to an 89.5% average across all resident assessed areas



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To involve residents as real customers, using their expectations and feedback as the benchmark for changes and improvements in the service. Key Theme 4 Key Theme 5 Better Business

resident were updated in collaboration with Senior Managers to reflect; current circumstances in terms of changing legislation locally and nationally, the kind of questions that are actually asked of staff and to ensure the responses expected by the Mystery Shoppers fit with that expected by B3Living service standards. After massive improvement in customer service last year, performance has continued to improve while updating scenarios and testing weaker performance areas such as voicemails. While several mystery shoppers dropped out of the project during the last year, 4 new residents started this year and were trained along with existing members being retrained

Although there has been considerable improvement in the Voicemail service, issues still remain with staff returning resident messages A larger quantity of new and inexperienced mystery shoppers led to some issues with assessment consistency that we will seek to address next year with the installation of the new phone system Resident feedback Being involved in Mystery Shopping has helped me to develop self confidence in myself. B3 have benefitted from our involvement in testing the capabilities and effectiveness of their staff. I have enjoyed the scenarios and also the meetings being part of a team. The data we see is evidence of how our feedback reflects on the staff response etc.

Financial Inclusion Steering Group New group put together to look at the impact welfare

£280 14 residents during 15/16

Group met initially in April to look at results from 2014 Financial Inclusion survey and what it means for B3Living and its residents Financial Inclusion was the Theme for

Focus Group discontinued as other ways to involve residents in the agenda were explored Residents Day greatly raised awareness



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reform has had on both B3Living as a business and its customers Key Theme 1 Key Theme 3 Key Theme 4 Better Communities Better Business

£20 per involved resident

Residents Day bringing residents, staff and community partners together to provide practical help, information, advice and guidance 8 Residents undertook a ‘Skills for Life, Money Mentors Course’ along with several Income and Welfare Officers to be better placed to offer peer support and advice to residents struggling with finances.

of financial inclusion matters amongst hundreds of residents who had not really considered changing their approach before 7 out of 8 residents taking the Money Mentors course passed. Money mentors have attended the B3Living employability day offering residents advice on switching utility suppliers to lower bills Money mentors earmarked for use at Council Open Day and Residents Day

Housing Forum Workshop Focus Group session held by ‘The Housing Forum’ to explore tenant views on Electronic and Digital Housing Services Key Theme 1 Key Theme 3 Better Communities Better Business

£50 travel costs 3 Residents attended £16.66 per involved resident

Held with The Housing Forum and 15 resident representatives from housing associations in Hertfordshire, London and surrounding areas. Interactive workshop looking to improve landlord customer services and keep costs affordable, by exploring the benefits of appropriate digital services and explore tenant views.

Enjoyable session had by residents. Important points made about practical barriers to online services facing residents B3Living residents represented themselves and the organisation well, networked and traded information with other useful contacts. Still awaiting final report from The Housing Forum

Leaseholder and Tenant Procurement

£200 17 Residents during

April 2015: Leaseholder Panel looked at:

‘seemydata’ website for leaseholders

Service charge calculations with the

The workshop helped to identify the aspirations of Residents of B3Living in the delivery of the service.



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Meetings held twice a year to look specifically at service issues relating to B3Living leaseholders Focussing on developing the service. Key Objective 1 Key Objective 2 Key Objective 5 Better Homes Better Communities Better Business

2015/16 £11.76 per involved resident

finance department

Estate issues and maintenance November 2015: Procurement Workshop engaged residents in:

Reviewing the cyclical decoration service

Identifying aspirations for service delivery

Identify and consider improvements

18 potential improvements were identified that could be used by B3Living to improve the services delivered to its Residents The Residents that attended wanted to state that they were generally very happy with B3 as their landlord. They generally felt that they are treated very well, listened to when something went wrong and wanted to record that since B3Living took over they have all noted vast improvements across all service areas provided by B3Living.

TLF Focus Groups 4 Focus Group sessions carried out with Research Company TLF to work out what really matters most to our residents

£500 40 Residents attended £12.50 per involved resident

B3Living worked with TLF to change the approach to annual customer satisfaction surveys. The aim is to use feedback from the focus groups to create a survey that emphasises resident priorities as they see it, not how B3Living see it. Residents were asked to think about:

What they like the most about B3Living

What frustrates them about B3Living

What is most important to them with respect to the service provided by B3Living

Focus groups highlighted inconsistent service delivery as a possible issue to be addressed Lots of positives stated by residents are also the areas of service that also frustrate them at different times i.e. communication, repairs, dealing with complaints, how we involve residents, communal green spaces etc. The feedback and priorities coming out of the focus group were used as the basis for the survey currently being used to contact 880 residents during the spring of 2016.



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We will take the results analysis and action plan to Residents Day 2016 for residents to play a part in agreeing how resident priorities are addressed and implemented.

STRATEGIC GROUPS Residents Panel The Panel meets every three months to review service provision, performance, consider new policies and provide general feedback. It is the most influential resident group in the B3Living resident involvement structure. For residents involved at this level to influence B3Living service delivery priorities using their own perspective. Panel is main consultative forum for reviewing policies and agreeing new initiatives. Key Theme 1 Key Theme 2


Panel meetings still average 20 residents each meeting, with some dropouts due to ill health but also a number of new recruits. Issues and services held to account:

Safer Communities Team

Performance Monitoring

Scrutiny Panel progress

VFM

Board Composition

Independent Living Scheme Alarm service

Budget Update

B3Living Awards and successes Issues and services Influenced:

Annual Plan

Rent Rewards

Tenants Annual Report

Small Schemes Budget

Resident Involvement Impact Assessment

Policies Influenced:

Rental Exchange

Panel members have greater confidence to run their own meetings with minimal intervention from the Resident Involvement Team. At least 17 different issues, services or policies addressed, held to account and influenced by the panel over the course of the year Resident feedback: I have benefitted by being part of this panel by contributing to meetings and being part of a community increases my confidence and self esteem and makes me feel proud about being a part of the community making a difference. Very much, benefited in everyway. Communication has been the best this year for both tenants and B3Living. B3Living understand their tenants. My opinions have helped with changes



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Key Theme 3 Key Theme 4 Key Theme 5 Better Homes Better Communities Better Business

Adaptations

Decorations

Fencing The Panels long standing Chairperson stepped down during the year and a number of residents felt well placed to deputise for the remaining two meetings of the year.

B3Living have made to make it better for residents, improving B3Living as a whole. B3Livng have benefitted by having my point of view listening to what I think and taking it on board by having lost of tenants points of view helps B3Living shape a better organisation. Continue to ensure meetings stay focused -no side conversations or talking across others.

The Board and Operations Committee 4 resident board members who play an effective part in the management of and investment in all B3Living homes and communities to ensure that residents have a direct & equal influence on decisions that are made about the housing service at the most senior level. Key Theme 1 Key Theme 2 Key Theme 3 Key Theme 4 Key Theme 5

Resident Board members paid a salary of c£3000 from a central budget 4 Residents during 2015/16

It was a challenging year for resident board members. Among the key issues looked at by Resident Board members last year were;

Impact of the summer budget

1% per annum rent reduction

Right to buy

Development options

Changes to Board composition

HCA Viability The Operations Committee was the sub-committee of the Board that over saw services delivered to residents. 2 residents sat on the sub-committee which covered a wide and extensive range of policies, annual reviews and projects during the year. Some notable ones being:

Pay to stay

4 residents served as Board members during the year, however only 2 remained by the end of March 2016 (although there are no longer designated places on the Board for residents). This will further reduce to 1 by autumn 2016 following the outcome of a vacancy arising from a resident stepping down in September. Nonetheless, residents serving on the Board continued to play an important part in discussions impacting on services during the year and demonstrated a blend of knowledge, skills and abilities to carry out their role to the best of their ability.



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Better Homes Better Communities Better Business

Financial Inclusion Strategy

Future of Independent Living schemes

Welfare reform changes

This was evidenced several times during the year, but in particular during discussions about implementing the ‘Pay to Stay’ which came under heavy scrutiny from board members questioning whether the benefits outweigh the negative impact on residents or the added work involved in setting it up

Complaints Overview Group Resident group formed to talk about complaints in general received by B3Living. Looking at what B3Living can learn from these and how B3 can develop its complaints handling. Key Theme 1 Key Theme 2 Key Theme 4 Key Theme 5 Better Business

£100 16 Residents during 2015/16 £6.25 per involved resident

Activities carried out this year:

Reviewing B3Living Compensation Policy

Writing publicity article for HOME newsletter

Monitored quarterly complaints data

Received free training on Complaints monitoring

Hosted visit from another resident complaints panel

Resident feedback on Compensation policy means B3Living are reconsidering how they deal with residents in arrears

Group identified repair complaints as a concern that is now being reviewed by the Scrutiny Panel

Group more empowered after training and meeting the Vale of Aylesbury Complaints Group

Have suggested a number of format changes to how they review complaints

Issues to be addressed with members of the Designated Tenants Panel non attendance Questions to be addressed with B3 not seemingly demonstrating the ‘learning outcomes’ from upheld complaints

Scrutiny Panel

£400

The Group completed their pilot review into Voids and presented a report to the

The Panel are pleased that following the Voids Review there has been significant



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Strategic group that provides the governing body of B3Living an independent assessment and review of the services provided to residents. To constructively challenge the decisions made by the governing body specifically about the use of resources, service offers and performance outcomes. Key Theme 1 Key Theme 2 Key Theme 3 Key Theme 4 Key Theme 5 Better Homes Better Communities Better Business

8 Residents during 2015/16 £50 per involved resident

Operations Committee in June 2015 The outcomes and recommendations were accepted by the committee and an action plan put in place to monitor its progress Following the Voids Review, the Panel reviewed and updated their Terms of Reference The Panel have started a recruitment process to add to their numbers following the loss of two members during the year This year the Panel carried out a review on Repairs Complaints which involved:

Setting out the scope for the review

A desktop review of B3Living policies, reports and performance figures related to Repairs complaints

Benchmarking repairs satisfaction

Discussion and interview sessions with Repairs management staff to determine how complaints learning takes place

Reality testing – following a repair journey and a complaint journey

Using resident feedback on recent experiences and complaints with the service

The findings from the above actions are in the

improvement in both Void Turnaround times (18.5 days down from 31.5 days) and New Tenant Satisfaction with their properties

The group have a greater level of confidence and sense of purpose with reviewed Terms of Reference

The Panel have a robust recruitment procedure in place which will help to ensure that any additions to the group are selected based on how well they meet the selection criteria and whether they will actually strengthen the Scrutiny Panel

Current review into Repairs complaints has highlighted several potential recommendations that could have a positive impact on complaints for repairs and across the organisation in general

Resident Feedback:

Tenants have benefitted in the voids review. Shorter wait for availability of homes.

Tenants are happier, for better services e.g.; voids, turnaround time for letting priorities



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process of being developed into a draft report containing recommendations for improving current procedures. This will be shared with the Head of Operations before finalising and presenting the report to the Operations Committee in September.

CAPACITY BUILDING Complaints Training Training designed to build and enhance the skills of the Complaints Overview Group and prepare to better hold B3Living to account for its performance in the area of Complaints Handling. Key Theme 4 Better Business

£60 8 Residents £7.50 per involved resident

Complaints Overview Group took advantage of free training provided through Tenant Central in November The training covered: Proactive team working Clarity of purpose Holding B3 to account Effective review of the complaints process The group were also visited by the Vale of Aylesbury Complaints Group in February who shared some great good practice tips on reviewing old cases to ensure consistency and to evidence learning

The Group have learnt that they need to be more proactive when it comes to looking at complaints and how to identify trends in complaints information The Group have helped to reshape the focus of Complaints Overview meetings going forward with recommendations agreed during their training The Vale of Aylesbury visit helped the group to discuss common issues and develop solutions together that will be put into effect at future overview group meetings

TP Herts Conference Event held in October 2015 and organised by Hertfordshire and Bedfordshire based Resident Involvement staff

£120 2 Residents during 2015/16 £60 per involved resident

The conference is held at least once every two years and is seen as an opportunity to allow residents from organisations in Hertfordshire to network and benefit from joint learning and good practice. There were 4 workshops;

Although only two B3Living residents attended this year, they gained a lot of information and good practice tips to take back to other residents. One resident attending the session on Scrutiny gave some useful feedback on



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(Taking Part in Herts and Beds group) to focus on the latest big issues and good practice affecting Social Housing. To ensure B3Living involved residents have an opportunity to hear about the regional picture from leading experts, and network with involved residents from other organisations. Key Theme 4 Better Business

Are You Ready for Youth Engagement

The History of Social Housing

Money Matters

Scrutiny the Stevenage Way

Understanding Performance Data

How to challenge effectively

In total 89 residents from 11 Housing Associations attended the event.

how the Stevenage Scrutiny Panel split their group during reviews to cover more work and arrange away days to encourage team working B3Living resident feedback on the event:

‘A very good day – thank-you to those who did all the hard work of setting everything up. Two brilliant workshops’

‘Enjoyed the day and found it very essential and informative’

‘Subjects require additional time’

Very informative. Went too fast

Money Mentors Training Residents taking part in Money Mentor peer training to offer support and advice to other residents. Key Theme 1 Key Theme 3 Key Theme 4 Better Communities Better Business

£100 8 residents took part in the course £12.50 per involved resident

Training organised following an emphasis on Financial Inclusion over the last few years including a resident survey, resident steering group meeting and forming the theme for Residents Day 2015 8 involved residents signed up for the course funded through the Lloyds Bank Money for Life scheme (cost of £350 per person but delivered free) 2 full day sessions were held at Scania House with assignments held at the end required to pass the course

The money mentors have already been an asset to Income and Welfare Team and B3Living They have volunteered to have presence at:

White Water Fun Day April 2016

Employability Day April 2016

Council Open Day July 2016

Residents Day August 2016

Raising awareness of service and offering peer mentoring and information and guidance to residents who could



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7 out of 8 residents passed the course and have agreed to work with the Income and Welfare team at appropriate events to promote the service offering peer money management information and guidance to residents

benefit from their help We hope to recruit more Money Mentors during 16/17

IT Taster Session Collaborative effort between Single Steps IT Training company and B3Living to increase the number of working age residents accessing IT training Key Theme 4 Better Communities Better Business

£0 3 residents took part in the course (8 apologies) No cost to Resident Involvement budget, only staff time

Single steps approached Resident Involvement Team to help recruit more residents of working age to their 16 week IT course through a free taster session Training funded through Community Development and is designed to highlight B3 related issues i.e. the website, Seemydata, Getting Involved Resident Involvement page 11 residents were signed up for the course 3 residents attended the taster session

Take up of Taster session not very successful. Feedback on previous courses from residents suggests they are enjoyable but questions remain about how effective they are. Community Development Team will further engage with Single Steps as well as other providers to ensure IT training on offer to residents is correctly scoped and promoted.

Scrutiny Training Training and support package designed to build the skills and competence of Scrutiny Panel members as they carry out their review programme Key Theme 4 Better Business

£2928 8 residents involved during 2015/16 £366 per involved resident

Group development opportunities realised during 15/16:

Report writing in April 2015 to complete work on Voids Review findings

Understanding Tenant Scrutiny Training in September 2015 to broaden some group members skills and knowledge for free through the Tenant Central programme

Understanding Housing Performance

The group played a valuable role in carrying out the research, summarising their findings and working with TPAS to compile a good report whose recommendations were well received by the Ops Committee Tenant Central training played a key role in strengthening Panel members understanding of their role and applying it practically



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Training in October 2015 to broaden some group members skills and knowledge for free through the Tenant Central programme

Paragon Scrutiny Group visit in February 2016 to share experiences and good practice with an award winning group

The visit from Paragon allowed the group to realise that they shared many of the same issues and frustrations that other groups may have, even successful ones. It also allowed the group to learn some of the successful methods used by Paragon to see how it might be applied to their own work.

Equality and Diversity Training Session developed with and delivered by Challenge Consultancy to extend the knowledge and understanding of equality and diversity issues and how they apply to the role of Resident Panel members. Key Objective 3 Key Objective 4 Better Communities Better Business

£660 10 residents attended the session £66 per involved resident

The content of the session was aimed at:

Explaining the source and function of unconscious bias

Recognising how unconscious bias impacts on decision-making and techniques to use to reduce personal unconscious bias

Recognising the impact of language in everyday communication

Considering the importance of equality monitoring within the role of a resident involved at a strategic level

A similar session was held in March 2014 but there have been many new members who would not have benefitted at that time

The session helped to maintain the annual commitment B3Living has to ensuring residents have access to the latest good practice as well as refreshing/reaffirming the commitment to equality and diversity through resident involvement. Resident Feedback: “Quite perception changing. Clever use of psychology” “Interesting, enlightening and easy to understand” “I would gladly recommend to tenant members”

EXTERNAL RECOGNITION Take a Bow High Sheriff, National Crimebeat and TPAS Awards B3Living Resident and

£1000 (communications budget) 8 residents attended

Community Engagement Team and the Youth Panel recognised for their work on the ‘Take a Bow’ project 3 times in 2015 – 16 Following regional success in Feb 2015, the

Recognition for being shortlisted by a range of Community, Housing and Tenant activist bodies led to numerous requests to share our good practice at conferences in London, the South East



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community Involvement activities recognised by a panel of independent Social Housing professionals, leading Tenant activists and community representatives ahead of 100’s of other applicants Nationally and in the region. Key Theme 3 Better Communities Better Business

2 award ceremonies during 2015/16 £125 per involved resident

TPAS Award National Final took place in July 2015 and provided good opportunities to network with other organisations doing great Resident Involvement work We were approached by the High Sheriff of Hertfordshire to put the Take a Bow project forward to his Award programme in December 2015. The project placed third at the Awards ceremony in March.

and East of England Securing third place in the High Sheriff Award attracted a prize of £750 to put toward the project next year and meant the project made a surplus in 2015 – 16 The high sheriff was so impressed with the diversionary activity aspects of the Take a Bow submission that he nominated it for a National Crimebeat Award for which it was Highly Commended

Conference Presentations Tenant Engagement and TPAS Conferences Staff members representing B3Living at 2 national conferences to share good practice examples of Resident Involvement projects and service delivery Key Theme 4 Better Business

£500 3 staff members 0 residents

B3Living were asked to share their good practice in Resident Involvement 3 times during 2015 – 16 Resident Involvement Manager, Peter Walkinshaw ran a workshop on Creative Engagement at the TPAS Conference in July 2015 Resident Involvement Coordinator Danielle Curtis gave a presentation on how the service is delivered at the Housemark Conference in October 2015 Former Chief Executive John Giesen was the Keynote Speaker on Engagement in the current climate at the Capita Tenant Engagement Conference in December 2015

All presentations included elements of ‘what B3 do to involve residents, what we offer and why, as well as some of the creative tools we use that makes us stand out: Feedback from delegates (made up of staff and residents) across the three events was generally positive, although there were questions about how B3Living can continue to do the ‘fluffy’ things when so many others are having to cut back Feedback included:

Customer involvement can be sexy

B3 take a bow, youth panel is



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What we do to involve residents, what we offer, why we reward them, Youth Panel and Take a Bow

excellent engagement

Inspirational content with passionate delivery

Some great ideas in developing communities that can be shared nationally

Highlights and other considerations Resident Involvement continues to produce some great positives for B3Living, involved residents and the resident population as a whole. There were a number of great projects taking place in the community, demonstrating that we are not over reliant on residents coming to us at Scania House to only discuss the things that B3Living want discussed. At a strategic level, the Scrutiny Panel has made a great impact with their review of void property turnaround times with consistently missed targets now being met again. The work of the Complaints Overview Group has led to B3Living considering how they demonstrate lessons learnt from Upheld cases. Resident Involvement continues to improve its value for money with direct costs down for the 4th year in a row. Resident Involvement direct costs have now reduced by more than 50% since 2012 from £52,600 to £26,100 in 2016. Diversity at Events Comparing the diversity of residents attending B3Living Resident Involvement events with our resident profile gives us the opportunity to identify any groups of people that may be underrepresented in voicing their views and influencing services. In 2015/16 the diversity of our involved residents broadly reflected that of our wider resident profile. The more noticeable exception being the age profile that shows a large overrepresentation of residents aged 40 and under, even when excluding children that would have attended residents day. Last year, 5 involved residents were listed as identifying as Transgender.



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Following a verification process by the Performance and Equalities Manager, these profiles have been updated and the figure currently stands at 0. Gender Male Female Unknown Total

09/10 83 (34%) 159 (66%) 6 248 (242)

10/11 119 (41%) 170 (59%) 11 300 (289)

11/12 139 (40%) 208 (60%) 23 370 (347)

12/13 189 (37%) 319 (63%) 1 509 (508)

13/14 152 (35%) 279 (65%) 0 431 (431)

14/15

15/16

186 (37%)

171 (36%)

317 (63%)

306 (64%)

1

1

504 (503)

478 (477)

Age 1-40 41-59 60+ Unknown Total

09/10 34 (15%) 51 (22%) 142 (63%) 20 247 (227)

10/11 50 (19%) 78 (29%) 136 (52%) 25 289 (264)

11/12 153 (47%) 57 (17.5%) 117 (35.5%) 34 361 (327)

11/12* 100 (36.5%) 57 (21%) 117 (42.5%) 34 308 (274)

12/13 250 (50.5%) 104 (21%) 140 (28.5%) 15 509 (494)

12/13* 149 (38%) 104 (26.5%) 140 (35.5%) 15 408 (393)

13/14 221 (53.5%) 101 (24.5%) 92 (22%) 17 431 (414)

13/14* 121 (38.5%) 101 (32%) 92 (29.5%) 17 331 (314)

14/15 319 (65.5%) 83 (17%) 85 (17.5%) 17 504 (487)

14/15* 168 (50%) 83 (24.5%) 85 (25.5%) 17 353 (336)

15/16 297 (63%) 82 (17.5%) 92 (19.5%) 7 478 (471)

15/16* 159 (48%) 82 (24.5%) 92 (27.5%) 7 340 (333)

Ethnicity White British White Other Black Minority

Ethnic

Unknown Total

09/10 171 (79%) 6 (3%) 38 (18%) 33 248 (215)

10/11 197 (80%) 12 (5%) 38 (15%) 11 258 (247)

11/12 213 (78%) 10 (3.5%) 51 (18.5%) 95 369 (274)



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12/13 299 (75.5%) 27 (7%) 70 (17.5%) 113 509 (396)

13/14 242 (77%) 18 (6%) 53 (17%) 118 431 (311)

14/15 259 (81%) 13 (4%) 46 (15%) 186 504 (318)

15/16 232 (87%) 15 (5.5%) 20 (7.5%) 211 478 (267)

Lesbian Gay Bisexual

Transgender (LGBT)

Yes No Unknown Total

09/10 2 (1.5%) 129 (98.5%) 117 248 (131)

10/11 3 (2%) 167 (98%) 82 252 (170)

11/12 5 (3%) 161 (97%) 165 331 (166)

12/13 5 (2%) 248 (98%) 256 509 (253)

13/14 6 (4%) 208 (96%) 217 431 (214)

14/15 4 (2%) 214 (98%) 286 504 (218)

15/16 3 (1.5%) 194 (98.5%) 281 478 (197)

Disability Yes No Unknown Total

09/10 95 (38%) 153 (62%) 248

10/11 100 (33.3%) 200 (66.6%) 300

11/12 83 (22.5%) 287 (77.5%) 370

12/13 130 (25.5%) 379 (74.5%) 509

13/14 115 (26.5%) 316 (73.5%) 431

14/15 78 (15.5%) 426 (84.5%) 504

15/16 73 (24%) 232 (76%) 173 478 (305)

Religion Christian Minority No Religion Unknown Total

09/10 141 (79%) 7 (3%) 25 (18%) 75 248 (173)

10/11 158 (80%) 8 (5%) 36 (15%) 73 275 (202)

11/12 128 (71%) 6 (3%) 47 (26%) 160 341 (181)

12/13 190 (68%) 17 (6%) 72 (26%) 230 509 (279)

13/14 138 (59%) 24 (10%) 73 (31%) 197 431 (235)



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14/15 138 (58%) 14 (6%) 84 (36%) 268 504 (236)

15/16 129 (58.5%) 13 (6%) 78 (35.5%) 258 478 (220)

Marriage

and Civil

Partnership

Cohabiting Divorce Relationship Married Separated Single Widowed Other Unknown Total

14/15 8 12 7 29 4 38 2 1 403 504 (101)

15/16 7 11 9 23 1 30 10 1 325 417 (92)

Gender Reassignment Yes No Unknown Total

14/15 5 325 174 504 (330)

15/16 0 281 137 418 (281)

Pregnancy and

Maternity

Yes No Prefer not to Say Unknown Total

14/15 8 57 1 438 504 (66)

15/16 8 41 0 369 418 (49)

Percentages exclude unknown *Figures exclude young children aged 0 - 12

resident involvement impact assessment 2015-16...page 1 of 30 resident involvement impact assessment...

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