Report of the database of tenant involvement 2010 - 2011
Housing Sounding Board registration form
Contents Page 3
Introduction to the report
Page 3 - 4
What did we learn from last year and what has been implemented?
Page 5
Summary of recommendations for improvements
Page 6 – 11 Results of tenants registered on the tenant database of involvement and the young tenant database of involvement. Page 12
How to contact us
2
Introduction to the report The database of tenant involvement was set up in 2008 to register how tenants and leaseholders want to get involved with how their Housing Service is managed. In March each year the Tenant Participation Team work with tenants and leaseholders to review how we can improve tenant involvement. The ‘tenant participation strategy’ for 2009 – 2012 was written with the ‘Tenant Involvement Group’ (TIG) to oversee the implementation of the action plans going forward. What did we learn from last year and what has been implemented? 1. It was recognised that families and young tenants are greatly unrepresented throughout tenant involvement and remain ’hard to reach’. The Tenant Participation Team and the Tenant Involvement Group produced the ‘Your views matter’ leaflet and this was then sent to 1000 tenants known to have an adult between 18 -35 years of age living in them. This had a great result and 70+ new tenants registered with us to have their say in how Housing Services are run and what their priorities are for the future. 2. The Housing Sounding Board registration form has continued to be successful when encouraging tenant involvement. Once completed tenants and leaseholders are added to the database of tenant involvement and regularly updated about free training, customer satisfaction surveys, workshops or events that they can become involved with. 3. New tenants now receive an introductory letter informing them how they can get involved in their Housing Services in a way that suits them. 4. 30 new tenants have completed the Housing Sounding Board registration form and 72 completed the ‘Your views matter’ registration form aimed at Young tenants. 5. Workshops have been held to discuss the repairs and maintenance service and how improvements can be made for future service delivery. 6. Tenant inspectors now conduct periodic inspections of communal cleaning areas. 7. A telephone survey was conducted by the Tenant Participation Team to understand people’s experiences when reporting anti-social behaviour issues. In addition to this, face to face consultations will take place
3
throughout 2011 -2012 to discuss anti-social behaviour issues on estates throughout Tamworth. 8. Performance indicators across all housing services are reported in the ‘Open House’ tenant newsletter. Summary of report findings ♦ Overall. 80% of tenants have stated that their main concerns are surrounding repairs and maintenance and 66% of tenants have stated anti-social behaviour as their main concern. ♦ 102 new tenants have registered an interest to become involved in the management of their homes. ♦ Overall, afternoons is the most popular time for people to become involved in training, community events, and estate walkabouts. ♦ Overall, 67% of respondents have stated that they are happy to complete surveys or questionnaires. At Tamworth Borough Council we have a good return rate for customer satisfaction surveys / questionnaires sent to tenants. ♦ 59% are happy to attend community events, informal initiatives or activities organised by the Tenant Participation Team. ♦ Over half of the respondents have stated that they would get involved in resident groups, workshops, discussion or focus groups. However, it is important to note that attendance at these is determined by the subject matter at the time. ♦ 44% of all tenants registered on the database of involvement have been actively involved in 2010 – 2011
4
Key trends Annual figures Number on tenant database of involvement 2 main areas of interest to tenants
April 2008 – March 2009
April 2009 – March 2010
April 2010 – March 2011
167
77
102
Repairs & improvements
Total: 244 Repairs & improvements
Total: 340 Repairs & improvements
Anti-social behaviour Morning & afternoons 94% White British
Anti-social behaviour Afternoons
Availability
Anti-social behaviour Afternoons
Ethnicity
99% White – British
% of BME tenants % of involved tenants under 35 Gender
Age Active tenants
96% White -British
0.59%
3.89%
3%
17.36%
24.67%
36%
26% male
27% male
26% male
74% female 31% between the ages of 60 - 74
73% female 35% between the ages of 60 - 74 103 (42%)
74% female 24% between the ages of 60 - 74 146 (43%)
Summary of recommendations for improvement 1. Continue to gather equality and diversity information where possible. 2. The Tenant Participation Team will become responsible for estate walkabouts across Tamworth. 3. To carry out a small mystery shopping exercise on the repairs service and gas contractors. 4. Continue to actively encourage tenant involvement at every opportunity. 5. Tenant Involvement Group to continue working on action plans put forward in the Tenant Participation Strategy. 6. Partnership working encouraged to promote Housing Services.
5
Results of tenants registered on the ‘database of tenant involvement’ and ‘Young Tenants’ database of involvement. The following figures are recorded over a 12 month period, March 2010 – March 2011. All figures rounded to the nearest %. Added to the database for tenant involvement April 2008 - 2011 Added to the database of tenant involvement 200 150 Number of tenants 100 added 50
167
30 new tenants were added to the database of tenant involvement after completing the Housing Sounding Board registration form during 2010.
96 77
0 2008 -2009 2009 - 2010 2010 - 2011 Added per annum
72 new tenants were added to the database of involvement after completing the ‘Your views matter’ leaflet for 35 year olds and under during 2010.
However, 6 were removed due to duplication making the total of new tenants registered in 2010 – 2011 as 96.
6
Gender
Age 252
300 57
250
1
35 and under 124
200
36 - 59 60 - 74
88
150
82
75 and over
100
76
not known
50 0 Male
Female
Availability (Advised to tick all that applies). 33% (111) of respondents have stated that afternoons are the most popular choice for people to get involved in meetings, workshops, forums or estate events.
Availabilty to attend meetings, workshops or events Morning Afternoon 9 18
55 Morning & afternoon
88
Evening
111 94
Weekends Evenins & weekends
How tenants would like to be involved (Advised to tick all that applies). The figures shown are for people registered on the database of tenant involvement only (268 people registered).
264
300 250 200 150 100 50 0
185
176
144
140
135
106
Su r
ve
ys /i
ns pe
lo ca l ys /
da
ct
...
... gr nt Fu n
...
s ut na te
te Es ta
Jo in in g
wa
na nt te to
ed Ad d
lk ab o
...
.. /w o.
nc es fe re
co n
sio n
/fo
cu s. ..
em ai l via
rv ey s
52
su g pl et in C om
166
di sc us
No. of tenants
How tenants would like to be involved in a way that suits them
Involvement activity
Tenant involvement can be enjoyed in a variety of ways that suits individual’s needs in relation to time restraints, family or work commitments.
7
69% (185) respondents stated that they would like to get involved by completing surveys 19% (52) respondents stated that they would like to get involved by receiving & commenting on proposals via email. 62% (166) respondents stated that they would like to get involved by attending discussion or focus groups. 52% (140) respondents stated that they would like to get involved by attending conferences / workshops 98% (264) respondents requested to be added onto the ‘Tenant Involvement database’. 54% (144) respondents stated that they would like to get involved by attending local estate walkabouts. 40% (106) respondents stated that they would like to join a tenant or resident group. 66% (176) respondents stated that they would like to attend fun days and local events. 50% (135) respondents would get involved by carrying out surveys /inspections to check housing services.
8
Total number of tenant's
What customers have an interest in? (Advised to tick all that applies) the figures shown are for people registered on the database of tenant involvement only (268 people registered). What tenant's have told us they are interested in 250 200 150 100 50 0
235 173 159 151
213 156 132 131 134 149 8
8
8
s ur s s .. g le .. nt ts .. . en v... m un rvice a vio nt s. Ho. . o licie it orin eme rvice e rv. p eop m o s e h e r v e e m s e & r e n s p o n vo l r s ng n g i rov imp co od l b m n p tie u e m p ntal i ng / urho so cia anc e of O u ali nce e nt i hol d h ous or yo i t a q & f e t e n n d o i E orm esi as re d es irs n m cu hb Ant et, fi uct io R Le e lte rvic pa viro rass eig g od erf e d N P n R E G Sh Se Bu Pr
Interests
87% (235) respondents stated that they are interested in repairs and improvements (inside their home) 65% (173) respondents stated that they are interested in environmental improvements (outside your home) 59% (159) respondents stated that they are interested in grass cutting / maintenance of communal areas. 56% (151) respondents stated that they are interested in neighbourhood services (caretaking, cleaning, neighbourhood wardens and gardening). 79% (213) respondents stated that they are interested in anti-social behaviour (noise, harassment, vandalism). 49% (131) respondents stated that they are interested in budgets, finance and rent setting. 50% (134) respondents stated that they are interested in the production of Open House and other housing publicity. 56% (149) respondents stated that they are interested in equalities policies (ensuring services are accessible to all). 58% (156) respondents stated that they are interested in performance monitoring. 49% (132) respondents stated that they are interested in arrangements for resident involvement. 3% (8) respondents stated that they are interested in leaseholder services. 9
3% (8) respondents stated that they are interested in sheltered housing services. 3% (8) respondents stated that they are interested in services for young people.
Tenants responses on the Young tenants database of involvement What would you like to talk to Tamworth Borough Council about if you had the chance? (Advised to tick all that applies) Repairs & maintenance 50% (36) of respondents What would you like to talk to stated that they would Tamworth Borough Council about? like to talk to us about Environmental improvements /estate repairs and issues maintenance issues. Housing Advice 8
9
36
13
Young tenant involvement Anti-social behaviour
8 20
17 Standars of service
24% (17) of respondents stated that they would like to talk to us about environmental improvements /estate issues
Performance
50% (36) of respondents stated that they would like to talk to us about Housing Advice 11% (8) of respondents stated that they would like to talk to us about young tenant involvement. 18% (13) of respondents stated that they would like to talk to us about antisocial behaviour. 13% (9) of respondents would like to talk to us about the standard of service we provide to customers. 11% (8) of respondents would like to talk to us about performance.
10
How would you like to tell us what your issues are? (Advised to tick all that applies)
How would you like to tell us what your issues are?
Questionnaire Internet Home visit
24
42 Telephone survey
20
18
26 15
18
Coffee morning/ local drop in Social networking site Social /community event
58% (42) of respondents stated that they would like to tell us what their issues are by completing questionnaires. 36% (26) respondents would like to use the internet 25% (18) respondents would like a home visit 21% (15) respondents would like to complete a telephone survey 25% (18) respondents would like to attend a coffee morning /local drop in 28% (20) respondents would like to use a social networking site 33% (24) respondents would like to attend a social /community event /activity day organised by Tamworth Borough Council
11
If you wish to discuss this report or to get involved in having your say about the Housing Services you receive then please contact the tenant participation team in the following ways: Telephone: 01827 709448 Freephone: 0800 183 0454 Email: tenantparticipation@tamworth.gov.uk Tenant Participation Team Tamworth Borough Council Marmion House Lichfield Street Staffordshire B79 7BZ
12