tenant involvement impact assessment 2013-14
DESCRIPTION
Tamworth Borough Council's Tenant involvement impact assessment 2013-14TRANSCRIPT
Tenant InvolvementImpact Assessment
Tenant Involvement Impact Assessment 2013-2014
Tenant Involvement Impact Assessment2
IntroductionWelcome to Tamworth Borough Council’s fifth Tenant Involvement Annual Impact Assessment.This report shows the real impact of all tenant involvement activities over the past year (1 April 2013 – 31 March 2014). We hope you enjoy reading it.
By getting involved, Tamworth Borough Council tenants and leaseholders can make a realdifference. They can:
l Change the way Tamworth Borough Council works and improve the services they receive
l Gain new skills and increase tenant confidence by working with other residents
l Improve the area and community tenants live in
l Hold Tamworth Borough Council to account
Tenant InvolvementTamworth Borough Council is committed to involving its tenants in the way it delivers its services. Tenantscan have a real influence on the way services are shaped and improved by choosing a way to get involvedthat suits them. The Tenant Involvement Strategy and Action Plan was reviewed during 2013 following anindependent health check carried out by the Tenant Participatory Advisory Service (TPAS)
Tamworth Borough Council has a designated Tenant Regulatory and Involvement Team which, for theperiod of this assessment, consisted of three full-time and one part-time member of staff.
Impact Assessment An Impact Assessment measures and evaluates the effect tenant involvement has and the difference itmakes to services provided by the Council. This report identifies what has changed as a result ofcustomers getting involved.
Who is the Impact Assessment for?For Tenants – it tells you what has changed because you have got involved.
For Tamworth Borough Council – it helps us evaluate areas that have benefited from tenantinvolvement.
For Partners and Stakeholders – it illustrates the benefits of partnership working andcontinuous improvement.
We would like to extend an invitation to all tenants and leaseholders to get involved with the widerange of tenant involvement activities on offer. For more ways to get involved, contact details for theTenant Regulatory and Involvement Team can be found at the back of this document.
Level of ImpactEach method of involvement has been rated in terms of impact made as a result of activities. The key below explains the impact ratings.
Tenant Involvement Impact Assessment 3
Significant impact – a direct change has been made to how services areplanned or delivered as a result of the involvement method
Moderate impact – some influence or minor changes to services have beenmade as a result of the method of involvement
Low impact – no change to service has been made as a direct result of the typeof involvement but outcomes do contribute towards ongoing reviews and services
Tenant Involvement Impact Assessment
We want you to have your say!How we’ve consulted with you during 2013-2014
The above shows the wide range of involvement opportunities where tenants have engaged withlandlord services over the financial period 2013-2014. In total there have been 102 differentevents/activities/initiatives where tenants have actively engaged with staff through events arranged in themorning, afternoon, evening and at weekends
Total customers consultedOver the year 2013-2014 we have consulted and engaged with more than 1,000 tenants through one ofthe involvement options listed opposite.
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Tenant Involvement Impact Assessment
When are customers consulted?
Customer involvement has the potential to deliver a number of benefits to Landlord Servicesboth directly and indirectly. These include:
l Provides inclusive opportunities for customers to get involved
l Keeps tenants and residents informed and develops links with hard-to-reach groups
l Makes tenant involvement an integral part of our business
l Demonstrates Landlord Services approach to co-regulation
l Increased customer satisfaction with services
l Continuously improving performance
l Greater communication between Landlord Services and customers
l Sustainable communities and neighbourhoods that are more integrated and engaged
l Increased scrutiny and therefore accountability
l Greater ability to tailor services to meet needs and preferences of customers
l Sounder understanding among customers on issues which affect them
l Customers are empowered through improved skills, knowledge and prospects
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Tenant activities/events/initiatives
Morninginvolvement
Afternooninvolvement
Evening/weekendinvolvement
Tenant Consultative Group √
Tenant Involvement Group √
Seniors United √
Tenants Voice √
Complaints Review Panel √
Tenant Inspectors √ √
Estate walkabouts √
Performance Chambers √
Community events √ √ √
Supported/sheltered housing events √
Tenants Conference √ √
ASB Service Improvement Group √
Training & development opportunities √
Service specific events √ √
Corporate events √ √
Focus groups/surveys/consultation √ √ √
Tenant Involvement Impact Assessment6
Tenant Consultative GroupWhat Is It/Purpose?The Tenant Consultative Group (TCG) provides a united voice for tenants across the borough. This groupactively recruits, promotes, consults and involves Tamworth Borough Council tenants and leaseholdersin tenant involvement activities. Tenant Consultative Group members may also chair sub-groups andworking groups.
The group meets monthly and is consulted on tenant-related policies, practices and procedures andcurrent issues affecting Tamworth and its tenants.
The group has their own constitution, code of conduct and expenses policy
Activity/Outputsl Held 12 meetings throughout the year with an
average attendance of eight membersrepresenting six areas
l Information and updates to the group onflexible fixed term tenancies
l Updates on the sheltered housing capitalprogramme with an open invitation to thegroup to view improvements at all 11 shelteredschemes
l Annual review of the Landlord CustomerServices Dashboard 2013-2014
l Updates on the environmental worksprogramme to include planned works for 2014-2015
l Presentations and monthly updates on WelfareReform changes to include the two monthswitch back policy, introduction of UniversalCredit, benefit cap and under-occupancycharges
l Details on the provision of affordable housingat Masefield Drive and Thackeray Drive formergarage sites
l Discussion on the introduction of a tenantinvolvement incentive scheme
l Update on the procurement of developmentconsultants as part of the wider regenerationprojects at Tinkers Green and Kerria estates
l Discussion on forthcoming Department forCommunities and Local Government (DCLG)consultations
l Review of the annual programme of estatewalkabouts to include an impact assessment
l Consultation on the use of the land at CottageWalk/Wincrest House during the regenerationworks at Tinkers Green
l Updates and discussion held on the HousingRevenue Account Business Plan
l Contributed to the production of LandlordServices Annual Report 2012-2013
l Agreed designs for the Christmas and Easterrent campaign posters
l Received quarterly updates and reports againstLandlord Service customer satisfaction calendar2013-2014
l Regular tenant scrutiny on the performance ofservices
l Updates on estate based events – Plant a Pot,‘Grow your Own’ and introduction of theintergenerational Cook and Healthy Eatingprogramme
l Presentation on the end of year customerintelligence report 2013-2014
l Discussion on Experian and Big Issue and therental exchange
l Consultation on the installation of a sprinklersystem to all high rise properties
l Review of the Stock Condition Survey andfuture investment
l Involved in planning and arrangements for thesecond Tenants Conference 2014
l Discussion and updates on the performance ofthe Capital Programme
l Monthly updates on the Cabinet forward workplan
l Updates to the group on the progression ofservice charges
l Question and answer session with Street Sceneon the grass cutting and grounds maintenanceservice
l Discussion around the introduction of aDesignated tenant panel
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l Developed and distributed customerpublications to include the Tenant InvolvementAnnual Impact Assessment, Landlord ServicesAnnual Report and the new introductory leafletto Tenant Involvement
l Recommendations made on priorityenvironmental works to take forward for 2013-2014 and 2014-2015
l A number of tenant-related policies wererevised/approved by TCG
l Transparent service delivery. Tenants are able toinfluence standards of service, policies andprocedures
l The rent campaign poster chosen by the groupwas advertised across Tamworth borough topromote the importance of paying your rent ontime and reducing arrears
l New members joined the group during 2013and made an active contribution at monthlymeetings
l The group agreed to the proposed introductionof fixed term tenancies for new tenants, subjectto individual circumstances being taken intoconsideration
l Programme of planned works agreed for 2013-2014
l Opportunity to meet with Trowers Consultantsand Steve Partridge on the regeneration
projects at Tinkers Green and Kerria estates andfeedback on proposals for funding models
l Monthly monitoring of landlord serviceperformance and Cabinet forward work plan
l Successful Tenants Conference
l Group members had the opportunity to askquestions in relation to the former garage sitesat Masefield and Thackeray Drive in thedevelopment of affordable housing
l The group discussed four environmental worksproposals in detail and voted unanimously infavour of proceeding with all of them
l The Group agreed that there should be anoption for customers to opt in or opt out shouldan incentive involvement scheme be introducedand further consideration will be given to thisincentive during 2014-2015
l Following a desk top review of the estatewalkabouts, these have been replaced with anannual programme of estate inspections tocover all council estates, generally betweenMarch to December inclusive
l The group unanimously agreed that they didnot wish to pursue with the introduction of a‘designated tenant panel’ but would continueto capture trends and emerging themes throughthe quarterly Complaints Review Panel
What next?l Increase the number of tenant representatives on the Tenant Consultative Group to have
representation from across all areas of the borough
l The TCG will continue to receive monthly updates on the development of environmental works andwill continue to be consulted on additional works to be presented to the Environmental Panel
l The TCG will continue to have full involvement in the wider regeneration projects at Tinkers Greenand Kerria estates
l Key policies and initiatives will continue to be presented to the group
l Two members of the TCG will continue to sit on the quarterly performance chambers, which look atdetailed performance across specific service areas
l TCG will give further consideration to the proposal of a tenant incentive scheme for tenantinvolvement and engagement
l TCG will monitor the outcomes of the annual programme of estate inspections
l Review of Tamworth’s Local Offers
l Preparation for ‘STAR’ survey 2014-2015
Level of Impact
Outcomes
Tenant Involvement Impact Assessment8
Tenant Involvement GroupWhat Is It/Purpose?The Tenant Involvement Group ensures the implementation of actions and performance targets set outin the Tenant Involvement and Consultation Strategy and also monitors ongoing performance andcustomer intelligence across Landlord Service.
Activity/Outputsl Held four meetings throughout the year
l Updates and progress reports across all tenantinvolvement activities and initiatives
l Quarterly review of the Tenant Involvement &Consultation Strategy Action Plan 2013-2016
l Annual review of Landlord Service performanceindicators
l Updates and quarterly reports on the LandlordService Customer Satisfaction Calendar 2013-2014
l Review of tenant involvement literature fromother housing providers
l Review of Tenant Involvement web pages inpreparation for the launch of the newTamworth Borough Council website
l Involved in the production of the TenantInvolvement Annual Impact Assessment andLandlord Services Annual Report 2013-2014
l Involved in the delivery and planning of alltenant involvement activities 2013-2014
Outcomesl Launch of the Tenant Involvement &
Consultation Strategy 2013-2016 following theindependent health check carried out by theTenant Participatory Advisory Service (TPAS)
l The group made recommendations followingthe annual review of Landlord Serviceperformance indicators
l Reviewed all customer intelligence from theLandlord Service annual satisfaction calendar2013-2014
l Continued to monitor all customer feedbackand performance to improve overall satisfactionwith Landlord Services
l Continued to share good practice in the reviewof publications and new initiatives
l Launch of the new Tenant Involvementintroductory leaflet to replace existingpublications
What next?l Contribute to the review of Tamworth’s Local Offers
l Prepare for the ‘STAR’ survey 2014-2015
l Consideration to the implementation of a tenant incentive scheme for continued tenantinvolvement and engagement
Level of Impact
Tenant Involvement Impact Assessment 9
Complaints Review PanelWhat Is It/Purpose?As part of the tenant involvement and co-regulation standard, the Council has established a ComplaintsReview Panel which was set up at the beginning of 2011. The Panel reviews anonYmised informationrelating to ‘Tell Us’ complaints/service requests on a quarterly basis.
Activity/Outputsl Six meetings held during the year
l Reviewed anonymised information relating toall complaints received across Landlord Servicesin relation to service provided to tenants
l Reviewed customer intelligence data oncomplaint handling
l Based on information provided, the panel isempowered to make recommendationsregarding service improvement
l Receives regular updates on the progressagainst previous recommendations
l Discussed emerging trends and suggestions forservice improvement
l Information provided to the group on the ‘TellUs’ policy and different stages of complaint
l Discussed quarterly responses from thetelephone complaints survey
l Discussed new arrangements under theLocalism Act for dealing with complaints bysocial tenants against their landlords’designated Tenant Panels
l The Panel discussed the suggestion forsubsequent meetings to scrutinise stage twocomplaints in greater detail
Outcomesl The Panel have made several recommendations
in relation to comments/complaints and servicerequests
l Recommendation from the panel that moreinformation is included within stage oneresponse letters following customer commentsthat some stage one response letters are toobrief and impersonal.
l The panel have requested that a representativefrom the repairs contractor Mears attends allfuture quarterly meetings
l The Panel recommended that a summary ofcompliments are reported in the quarterlytenant newsletter Open House and thanks isgiven to those customers who have taken the
time to compliment the service
l Graphs are now produced for the Panel tohighlight a breakdown of complaints andservice requests across specific service areas
l The Panel, supported by the TenantConsultative Group, agreed not to make arecommendation for the introduction of aDesignated Tenant Panel. The ComplaintsReview Panel will continue to capture trendsand emerging themes through their quarterlymeetings
l The group now meets before every TenantConsultative Group meeting to scrutinise stagetwo complaints in more detail
What next?l The Panel will review feedback from the monthly telephone satisfaction surveys and make
recommendations as appropriate
l During 2014-2015 the Panel will be involved in a review of the corporate Tell Us policy with theHead of Customer Services and supported by the Landlord Improvement and Project Officer
l Future quarterly meetings will be attended by a representative from the repairs contractor Mearsto discuss issues about complaints and communication
l Agree and implement a series of standard response templates for Landlord Services
Level of Impact
Tenant Involvement Impact Assessment10
Tenant InspectorsWhat Is It/Purpose?Landlord Service introduced an innovative schemeto empower council housing tenants to act asTenant Inspectors.
Activity/Outputsl 43 tenant-led audits of communal cleaning
areas have been undertaken across 10 shelteredschemes and six high rise blocks of flats
l All Tenant Inspectors are provided with trainingand ongoing support
l Tenant Inspectors have identified issues onestates as part of wider environmental works
Outcomesl Tenant-led inspections are a way of involving
tenants in the review and development oflandlord services
l Tenant Inspectors monitor the quality of servicedelivery against defined standards andundertake on-site inspections
l Tenant Inspectors are empowered to callmanagers to account if services do not meetrequired standards
l Feedback from Tenant Inspectors forms part ofoverall performance monitoring
l Tenant Inspectors have made recommendationsto the environmental works panel for futureimprovements on Tamworth estates
l Provides a positive relationship with tenants
l Inspections identify good and bad practise
l Members of the group have promoted theirwork within their neighbourhood to helpempower tenants elsewhere
What next?
l Tenant Inspectors will carry out independent audits of all completed environmental works
l Tenant Inspectors will take part in the annual programme of estate inspections with the EstatesManager, Tenancy Sustainment Officer and Tenant Regulation & Involvement Team
l Tenant Inspectors will work with the Tenant Regulatory Team in carrying out face-to-face surveyswith tenants who receive a communal cleaning service
l New inspectors will attend personal safety training as part of the Suzy Lamplugh Trust
l Tenant Inspectors will be involved in the review of the void lettable standard
Level of Impact
Tenant Involvement Impact Assessment 11
Seniors UnitedWhat Is It/Purpose?Seniors United is a forum for sheltered housingtenants to get together, share ideas and experiencesand discuss issues relevant to their needs with thesupport of their Independent Living Manager andTenant Regulation & Involvement Team.
Activity/Outputsl Five meetings held during the year with an
average attendance of 28 people
l Question & Answer session with Mearsincluding an update on customer satisfaction
l Information on the 125th anniversary of theAssembly Rooms and attendees invited to aseries of consultation events held around theBorough to discuss refurbishment. Attendeeswere also asked to provide any old photographsor programmes etc for the records.
l Discussed the environmental works carried outat the sheltered schemes around the borough
l Advice given by Staffordshire Police andNeighbourhood Watch on bogus callers andinformation on how to stay safe in the home
l Resident ‘swap shop’ afternoons of clothes,shoes, bags and books
l Volunteers from the Pets as Therapy charitydiscussed how pets can help with the socialwell-being of residents
l Update on the Foodbank and toiletriescollection donated to Tamworth Foodbank andSir Robert Peel Hospital
l Presentation from ‘Home Instead Care’ anddemonstration of products for sale fromFreedom Mobility (local Tamworth Group)
l As part of the First World War anniversary, thegroup agreed to make poppies and to create aphotograph collage to be shared across theschemes
Outcomesl Raised awareness on safety in the home,
particularly over the summer months. Inaddition, residents were dvised onprecautionary measures in the unexpectedevent of bogus callers and the need to requestidentification
l The group was provided with information onthe Home Instead care service and had theopportunity to discuss any personal carerequirements
l Group members had the opportunity to meetBailey (a PAT dog) and raise awareness of theeffects of animal-assisted therapy to includerehabilitation, physiotherapy and occupational
therapy, recovery, assisted comfort and to assistin learning both life and social skills and otherkey behaviours
l Through charitable donations of food andtoiletries by residents, this has helped tosupport struggling and/or homeless residentsacross Tamworth. This has also proved to be aconvenient way for grocery shoppers to donatenon-perishables for neighbors in need
l ‘Swap shop’ events tackle issues of socialisolation and loneliness and increase social skillsand interaction among elderly residents
l Opportunity to become involved in tenantinspection audits around the borough
What next?l Continue to deliver presentations/ information and updates to the group from Landlord Services,
other organisations and partner agencies
Level of Impact
Tenant Involvement Impact Assessment12
Tenants VoiceWhat Is It/Purpose?Tenants Voice is a group of tenants who contribute to and edit Open House the Council’s quarterlytenant newsletter which is delivered to every tenant and leaseholder in the borough. The newsletter isalso available online and in reception. The newsletter keeps customers informed about landlord servicesand provides relevant and up-to-date information. Tenants Voice is also an editorial panel for all otherlandlord service publications.
Activity/Outputsl Four editions produced annually inclusive of
landlord service Annual Report to tenants
l Community events, tenant involvementactivities and options to get involved areroutinely publicised
l Information provided on results from allcustomer satisfaction and feedback carried outacross Landlord Service
l Reports on special initiatives, updates and co-regulation activities continue to be promoted
l Performance information and progress againstTamworth’s Local Offers appears in each edition
l Reviewed the Tenant Involvement annualImpact Assessment
l Contributed to the new Tenant Involvementpublication
l Reviewed content for the new Council website
Outcomesl Provides advice to tenants on important issues
such as partnership working, new initiatives,service performance and changes in servicedelivery
l The editorial panel ensures that writtendocumentation is presented in a customer-friendly format
l Informs customers about key issues includingestate inspections, ways to pay rent, new orimproved services provided by TamworthBorough Council and opportunities forinvolvement and consultation. The newsletter is
also used to promote the You Said, We Didcampaign
l Produced several publications across LandlordService to include the annual Impact Assessmentof all tenant involvement activity, AnnualReport to tenants and new Tenant Involvementintroductory leaflet
l Updated and revised content to be added tothe new Tamworth Borough Council website
l Contributed to and reviewed correspondence inrelation to the new Allocations Policy
What next?
l Continue to review all Landlord Service publications, literature and web information
l Review a series of complaint response templates to be used across Landlord Service
l Assist in the review of Tamworth’s Local Offers
Level of Impact
Tenant Involvement Impact Assessment 13
Estate WalkaboutsWhat Is It/Purpose?The aim of an estate walkabout is to give tenants,Tamworth Borough Council staff and partneragencies the chance to work together to make surethat estates are places where people chose to live,now and in the future. They identify areas ofconcern such as litter, graffiti, car parking problems,issues in communal areas etc. Residents can makesuggestions for improvements within the area tocreate more safer and sustainable communities to live in.
Activity/Outputsl Four estate walkabouts were carried out at
Glascote, Leyfields, Stonydelph and TinkersGreen
l Tenants on the database of involvement wereformally invited to attend and give feedback onthe walkabouts
l Tenants were invited via Open House andTamworth Borough Council’s website
l Each walkabout includes a briefing session, atour of the estate, a log of all issues identifiedand an action plan to address issues
Outcomesl Increased opportunities for customers to meet
Tamworth Borough Council staff in their localarea and raise issues through face-to-facecontact
l Increase opportunities for Tamworth BoroughCouncil staff to gain informal feedback fromcustomers
l Officers and customers agree how to solveproblems, or how to tackle any issues and agreean action plan. This includes what action willbe taken, who has responsibility for ensuringthat action is taken and the timescales for
actions to take place. Results are reported backon a regular basis through Open House as partof the You Said, We Did campaign
l Residents are able to influence the externalenvironment of their immediate community inline with their priorities and create safer placesto live
l Better community cohesion
l Creates pride in the local area
l Increased accountability to residents by partnersand agencies
What next?l Following a review of estate walkabouts at the end of 2013, an annual programme of estate
inspections will now replace estate walkabouts. Housing estates in the borough are located acrossten wards. Each ward will be inspected once a year as part of a rolling programme. Estateinspections will be undertaken by the Estates Manager, Tenancy Sustainment Officer and TenantInspectors, supported by the Tenant Regulatory & Involvement Team
l Continue to promote the You Said, We Did campaign
l Carry out an annual impact assessment of estate inspections to include the purpose and role, howthese fit into the overall involvement programme and an overall review of outcomes, what hasbeen achieved?
Level of Impact
Tenant Involvement Impact Assessment14
Sheltered Housing EventsPlant a Pot
What Is It/Purpose?Successful Plant a pot events have taken place overthe last two years at several housing shelteredschemes. The event was an idea initially suggested by Tamworth’s Seniors United group. The aim of theevent is to enable elderly residents with mobility issues to actively take part in a fun and inclusivegardening event, increasing mobility and tackling isolation.
Activity/Outputsl A successful plant a pot event was held at
Annandale Housing sheltered scheme duringMay 2013
Outcomesl Elderly residents, including those with mobility
issues, are enabled to actively take part in a funand inclusive gardening event, increasingmobility and tackling isolation. The events aresupported by the Council’s Tenant Involvementand Caretaking team and have provedextremely popular over recent years
l Those who attended the event also planted potsfor neighbouring residents who were unable toattend due to poor health/mobility.
What next?l The Plant a Pot events are organised as part of an annual programme
l Continue to engage and consult with sheltered and supported housing residents through informaland interactional events
Level of Impact
Tenant Involvement Impact Assessment 15
Customer IntelligenceWhat Is It/Purpose?Surveys and consultation are a way of obtaining views and feedback from tenants about a specificservice area, topic or range of issues. This is usually carried out by completing a questionnaire,answering a telephone survey, taking part in a small focus group or attending an organised event withmembers of landlord service staff. This enables the Council to build up a picture of tenants’ views to helpmonitor performance and shape service improvements.
Activity/Outputsl Monthly complaints satisfaction surveys are
carried out for those customers that have haddirect experience of the corporate complaintsprocess Tell Us
l Quarterly anti-social behaviour satisfactionsurvey
l Repairs Focus Group
l Finding a Home satisfaction survey
l ASB focus groups
l Quarterly New Tenant questionnaire
l Pre-walkabout surveys are sent to residents whohave actively shown an interest in attending anarranged walkabout but are not able to attendon the day
l High-rise lift refurbishment consultation
l Regeneration consultation and weekly drop-inevents
l Intergenerational Cook and Healthy EatingConsultation
l Environmental works satisfaction survey
Outcomesl Tenant feedback and consultation enables
direct customer involvement in shaping andinfluencing landlord service delivery
l Good quality feedback at minimal cost
l Survey results and feedback are used tounderstand comparative satisfaction and makerecommendations for service improvement
l The Finding a Home website has been updatedto advertise empty garages
l Tenant feedback has resulted in enhancedcontractor communication with customers
l Pre-walkabout surveys give residents theopportunity to have a say about their localenvironment and highlight improvements theywould like to see in their area
What next?l STAR survey will be carried out 2014-2015
l Monitor customer satisfaction with the anti-social behaviour procedure and share results throughthe Anti-Social Behaviour Service Improvement Group
l Review Landlord Service customer satisfaction calendar 2014-2015
l Annual review of Landlord Service customer dashboard
Level of Impact
Tenant Involvement Impact Assessment16
Training and DevelopmentOpportunitiesWhat Is It/Purpose?In-house and external training/workshop opportunities equip tenants with the necessary skills andknowledge to achieve a high level of tenant involvement and empowerment in landlord servicesperformance management and decision making.
Activity/Outputsl A workshop and presentation session was
arranged for tenants on the Rental Exchange.The Big Issue Group and the informationservices company Experian are working withlandlords across the UK to give tenants anopportunity to improve tenants’ credit rating
l Tenant Inspector workshop and Suzy Lamplugh/lone working training
l Tenants have taken part in several workshops
and awareness sessions to include performancemanagement, welfare reform, businessplanning
l A training skills and knowledge matrix wasdeveloped and shared with the TenantConsultative Group to assess what training andawareness is required by tenants to ensureactive engagement and understanding in therole of scrutiny
Outcomesl Tenants were able to gain a greater awareness
on how to improve their credit report, how toaccess affordable credit and how to be aware ofbetter tariffs for utilities, insurance and phonecontracts. Information was also given on how apersons’ actions can lead to the refusal of creditfacilities
l Increased awareness of personal safety andmaintaining a safer working environment forvolunteer tenant inspectors
l Assisted tenants to improve their knowledge,skills and confidence to take part in servicereviews and reality checking
l Allow tenants to have a greater say in servicedelivery and performance and influencedecisions made across landlord service
l Empower tenants, helping them to be moreconfident in engaging with their landlords andleading community activity
What next?l Ongoing training and support to equip tenants with the skills and knowledge to effectively
scrutinise and inform policy making, as well as agreeing performance management arrangements
l Review of the TCG’s training matrix
l Training to strengthen the role of tenants in their monitoring of complaint handling
Level of Impact
Tenant Involvement Impact Assessment 17
Intergenerational Cook and HealthyEating programmeWhat Is It/Purpose?The Intergenerational cook and healthy eating programme is co-ordinated and supported by the Council’sTenant Regulatory & Involvement Team in partnership with Community Together CIC. It allows tenants ofall ages to take part in projects which give them the chance to share and learn from each other.
The project also gives people from different generations the chance to swap tips, hints and know-how, allthrough cooking and working together.
Activity/Outputsl To create better understanding between
generations, to share learning and knowledgeand to develop the cooking skills of participants
l Enhance physical and emotional well-being,promote good mental health and supportparticipants’ needs while welcoming theirindividuality and differences
l Participants develop the necessary skills onbudgeting in the preparation of cookinghealthy meals for families on low incomes.Dishes that are prepared during the course of
the programme demonstrate other healthaspects such as sourcing ingredients, foodpreparation and hygiene
l Participants are offered the opportunity to takepart in a one-hour online Food Hygiene Course,Level 2. This is City & Guilds accredited andawarded through Virtual College. This onlinecourse is aimed at anyone working orconsidering work in the food and drink industry.This is formally known as Foundation or BasicFood Hygiene and the online course maps toindustry standards in food safety and hygiene.
What next?l The Tenant Involvement Team will continue to support and engage with other organisations and
key partners to build both a sense of local community and promote access to services
l Continue to strengthen the success of the locality working buddy system developed betweenLandlord Service and Community Development
Level of Impact
Outcomes
The objectives of the programme are to:
l Increase the numbers of residents taking part inhealthy eating promotional activities, especially
those groups who are traditionally considered‘hard to reach’
l Increase the availability and promotion ofhealthy food choices
l Enhances physical and emotional well-being,promotes good mental health and supportsparticipants needs whilst welcomingindividuality and differences.
l Participants develop the necessary skills aroundbudgeting in the preparation of cookinghealthy meals for families on low incomes
l Increases community knowledge and awarenessof healthy food and lifestyle choices
l Creates supportive and accessible environmentsfor healthy eating
l Supports community action and increasesintergenerational activities
l Raises awareness of access to healthy affordable food
l Increases confidence and/or skills in using freshfruit and vegetables in the preparation andcooking of healthy food
l Raises awareness of the impact of a healthyfood intake upon physical and mental wellbeing
l Increases budgeting skills for participants onlow levels of disposable income
l To achieve Food Hygiene, Level 2 City & Guildsaccredited through Virtual College
l Increases employment opportunities throughthe development of personal skills
Tenant Involvement Impact Assessment18
Landlord ServiceTenantsConferenceWhat Is It/Purpose?The tenants’ conference took place at TamworthAssembly Rooms on Tuesday 25 March 2014. Theevent was organised to give Tamworth tenants theopportunity to have their say on housing services,hear about the latest developments in social housing,listen to guest speakers and obtain advice as appropriate.
Activity/Outputsl Landlord Services Conference was held at the
Assembly Rooms on 25 March 2014
l The conference was opened by CouncillorMichael Greatorex, Portfolio Holder for PublicHousing & Vulnerable People, who welcomed alldelegates and briefly spoke about the aims ofthe conference, arrangements for the day andintroductions to the panel of guest speakers
l The event was split into two sessions. The first,12-2pm featured a number of guest speakersincluding Tony Goodwin, Chief Executive ofTamworth Borough Council, Gavin Scott,Managing Director of Mears, Inspector Ashley,Farrington Staffordshire Police, Tina Mustafa,Head of Landlord Services, Geoff Ashwood,Tenant Representative and Trevor Wylie, EstatesManager. This session also included a series of
tenant case studies across Landlord Services anda question and answer session to the panel ofspeakers. This was concluded by a buffet lunch
l During the lunch period, delegates were givenan additional opportunity to put questions tothe panel of guest speakers
l The afternoon session, 3-7pm, was a drop-inevent, to welcome all to attend at a time to suit.There was a large number of exhibition standsand free help and advice
l Positive case studies were demonstrated throughthe use of interactive video clips
l Attendees received a comprehensive pack full ofinformative information and key material forthe purpose of the event
Outcomesl Launched business planning for Landlord
Services and encouraged feedback from tenants
l Shared achievements of partnership workingwith the community hub and highlightedforthcoming joint challenges
l Promoted the future of social housing inTamworth in the light of current governmentchanges
l Promoted the good work, challenges andachievements of Landlord Services over the last12 months
l Shared Decent Home achievements from Mears
l Showcased the environmental workprogramme/achievements from a tenantperspective
l Provided the opportunity for customers to meetkey partners with an afternoon of exhibitionstands, displays and presentations
l Provided positive partnership working betweentenants and Tamworth Borough Council
l Encouraged the involvement and feedback oftenants from all communities in the decision-making and future improvement of services
l The event gave tenants an opportunity to havetheir say and converse with housing staff andother departments across the Council on issuesdirectly affecting them
Tenant Involvement Impact Assessment 19
What next?l Landlord Service Tenants Conference will continue to be held every other year
l Tenants will be asked for areas of interest to be discussed at the Tenant Consultative Group inpreparation for the next tenant conference
l Tenants who attended the conference will be personally invited to other tenant involvementactivities/initiatives
Level of Impact
Overall Summaryl The conference was attended by more than 100
tenants during the course of the event
l Overall satisfaction with the Conference - 91%either very or fairly satisfied
l Presentations that were delivered - 87% eithervery or fairly satisfied
l Exhibitions - 98% either very or fairly satisfied
l Organisation of the event - 100% either very orfairly satisfied
l Administration prior to the event - 93% eithervery or fairly satisfied
Landlord Services is committed to continued service improvement. While there is a robust programme ofmechanisms already in place to consistently compare tenants satisfaction with housing services, a bi-annual conference is considered a key contributing factor to focus on customer perspective and identifyopportunities for improvement.
Tenant Involvement Impact Assessment20
Regeneration at Tinkers Green andKerria estatesConsultation/Drop in events
What Is It/Purpose?Consultation events have been organised for tenants affected by the regeneration project at TinkersGreen and Kerria Estates.
Activity/Outputsl Several consultation events have been held with
residents throughout 2012-2014
l The Independent Tenant Friend acts as the mainconduit for all tenant liaison as part of theregeneration project
l The weekly drop-in event at Tinkers Green wasused as part of the consultation process forfeedback on the draft decant policy
l The Council issues a newsletter to residents atboth Tinkers Green and Kerria estates informingthem of progress made with the regenerationproposals. The newsletter has also includedinformation on the relocation of residents fromCottage Walk and Leisure Walk as well as detailson the initial consultation into the council’srehousing process and details of the consultantteam appointed to steer the planning and designstages
What next?l Community engagement workshops to be held at a suitable venue which is preferably local and
readily accessible for each estate
l Continue to consult with residents for the duration of the regeneration project at both TinkersGreen and Kerria estates
l The Independent Tenant Friend will continue to act as the main conduit for all tenant liaison andenquiries for the duration of the project
Level of Impact
Outcomesl Enables useful feedback from tenants,
highlighting key issues to be addressed
l Raises questions about the process ofredevelopment and its implications
l Consultation events have enabled usefulfeedback to be gathered on a range of mattersincluding environmental quality, housing,community spirit, anti-social behaviour andlocal facilities provision, which will in turninform the planning and design process
Tenant Involvement Impact Assessment 21
Organised visits to repairs contractorcall centresWhat Is It/Purpose?Tenants requested the opportunity to visit both Mears and Morrison call centres to gain a better insightinto the working operations around call handling and the appointment system.
Activity/Outputsl Two organised visits to Mears and Morrison call
centres to meet staff and operatives and viewthe working practices around call handling, theprocessing of appointments and void procedures
l Open question and answer session with staff
l Discussed the principles of customer care andcommunication with vulnerable tenants
What next?l Annual invitation to tenants to visit call centres to increase the understanding around the working
operations in respect of good communication practices with Tamworth tenants
Level of Impact
Outcomesl Tenants were given the opportunity to meet
staff and operatives and develop a greaterunderstanding around the working operationsof a call centre
l Tenants gained a greater understanding aroundcall handling, the processing of appointmentsand practises around void procedures
Tenant Involvement Impact Assessment22
Anti-Social Behaviour ServiceImprovement GroupWhat Is It/Purpose?This group meets half-yearly or as and when required. This is a forum that brings customers and stafftogether to oversee the delivery of service improvements, consider and discuss best practice, self-assessLandlord Service ASB for compliance against national standards and establish and monitor action plansand key performance data.
The Anti-Social Behaviour Service Improvement Group has its own terms of reference.
Activity/Outputsl Held five meetings throughout the year
l Mystery shopping workshop carried out inDecember 2013
l Mystery shop of the initial ASB complaint servicecarried out through January 2014
l CAS demonstration as requested by the group.CAS is a management system tool for therecording and monitoring of all ASB incidents
l Factsheet library introduced and the group iscontinuing to build on the introduction ofadditional factsheets
l Information leaflets reviewed by the group andincluded on the website
l Web pages introduced and updated accordingly
l Development of a Service Improvement Planalongside the Accreditation Action Plan
l Open House articles proposed and published
l Interim Accreditation Report produced withforeword from group members
l Tenancy Support Directory reviewed andincluded on the website
l ASB – new legislation – awareness session withthe group on how to access this
l PCC Plan 2013-2018
Outcomesl Performance reviewed quarterly (including
satisfaction, closed, resolved and unresolvedcases, how long cases are open, repeatperpetrators, cases resolved by earlyintervention, enforcement, etc.)
l All new processes agreed by the group
l The group agreed who to trial throughmediation resulting in a Service LevelAgreement for 12 months in 2014-2015
l The group has received a demonstration of theASB Case management system to increaseunderstanding of how the Tenancy SustainmentTeam manage ASB cases
l Agreed to introduce focus groups fordissatisfied customers of ASB (started January2014)
l Successful mystery shop of the initial ASBcomplaint service – agreed to repeat in 12 months
l Leaflets have been reviewed, updated andadded to the website
l Local Offers have been agreed for 2014-2015and added to all ASB acknowledgement lettersas required in the ASB assessment
l Service Improvement Plan, alongside theAccreditation Action Plan, has been produced
l Interim Accreditation Report produced
l Factsheets agreed by the group and added tothe Factsheet library
Tenant Involvement Impact Assessment 23
What next?l Progression through the Service Improvement Action Plan 2013 – 2015
l Preparing for the next accreditation due 2015 and the new action plan
l Value for money statement of progress
l Annual mystery shop and workshop to be agreed
l Opportunities for training to be developed
l Legislation updates specifically relating to the ASB, Crime & Policing Act 2014
l Victim & Witness Support packages to be implemented
l Enhanced services for victims of domestic violence
l New policy and procedures to include ASB legislation
l Ongoing articles to be published in Open House, the tenant quarterly newsletter
l Begin a programme of community development activities to fit with the Council’s corporatethemes and priorities
l Continue to monitor and review performance quarterly
l Organise a briefing on Restorative Justice
l Invitations to PCSO and Street Wardens to discuss their roles
l Increased awareness of vulnerable people including the increase in disability hate crime
l Analysing reports from Orchard CAS system to include profiling, costs of cases, etc.
Level of Impact
If you, or someone you know, require this information in analternative format or language please phone the Tenant Involvement Team
on 01827 709448, or email [email protected]. Alternative formats are: Large print, Braille, audio tape, electronic format.
If you would like to receive a copy of any of the reports mentioned within the impact assessment please contact the Tenant Participation Team
Tenant Involvement Contact Details
Telephone: 01827 709448Freephone: 0800 183 0454
Tenant Involvement Team,Tamworth Borough Council
Marmion House, Lichfield Street, Tamworth, Staffordshire, B79 7BZEmail: [email protected]
Designed and produced by Tamworth Borough Council (8/14)1703