Tenant Involvement Impact Assessment 2018 -2019
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Welcome to Tamworth Borough Council’s tenth Tenant Involvement annual Impact Assessment. This report shows the real impact of all tenant involvement activity over the past year (1 April 2018 – 31 March 2019). We hope you enjoy reading it. By getting involved, Tamworth Borough Council tenants and leaseholders can make a real difference. They can: 4 Change the way Tamworth Borough Council works and improve the services they receive 4 Gain new skills and increase their confidence by working with other residents 4 Improve the area and community where tenants live 4 Hold Tamworth Borough Council to account
Tenant Involvement Tamworth Borough Council is committed to involving its tenants in the way it delivers its services. Customers can have a real influence in the way services are shaped and improved by choosing a way to get involved that suits them. Following a recent review of the Tenant Involvement & Consultation Strategy 2019-2022, this will not be reviewed again until 2022. Tamworth Borough Council has a designated Tenant Regulatory and Involvement Team which, for the period of this assessment, consists of two full-time and one part-time member of staff. For the period of planned works at the high rise flats in the town centre a Tenant Liaison Officer will be supporting the team part-time. In addition, the Landlord Improvement & Project Officer also works within the Tenant Regulatory & Involvement Team.
Impact Assessment An Impact Assessment measures and evaluates the effect tenant involvement has and the difference it makes to services provided by the Council. This report identifies what has changed as a result of customers getting involved.
Who is the Impact Statement 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 tenant involvement For partners and stakeholders – it illustrates the benefits of partnership working and continuous improvement We would like to extend an invitation to all tenants and leaseholders to get involved with the wide range of involvement activities on offer. For more ways to get involved please visit www.tamworth.gov.uk/tenantinvolvement. Alternatively contact details for the Tenant Regulatory and Involvement Team can be found at the back of this document.
Level of Impact Each method of involvement has been rated in terms of impact made as a result of its activities. The key below explains the impact ratings:
Significant impact – a direct change has been made to how services are planned or delivered as a result of the involvement method Moderate impact – some influence or minor change/s to service/s have been made as a result of the method of involvement Low impact – no change to service has been made as a direct result of the type of involvement but outcomes do contribute towards ongoing reviews and services 3
How we have consulted you - 2018 to 2019 The table below shows the wide range of involvement opportunities where tenants have engaged with landlord services over the financial period 2018-2019. There have been many different events/activities /initiatives where tenants have actively engaged with staff through events arranged in the morning, afternoon, evening and at weekends.
Total customers consulted Over the year 2018-2019 we have consulted and engaged with over 1000 tenants through one of the involvement options listed below.
When are customers consulted? Tenant activities/events/ initiatives
Morning involvement
Tenant Consultative Group
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Tenant Involvement Group
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Afternoon involvement
Evening/ weekend involvement
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√
Seniors United Tenants’ Voice
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√
Complaints Review Panel
√
√
Tenant Inspector audits
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√
Estate Inspections
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√
Community/Estate events
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Supported/Sheltered housing events
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ASB Service Improvement Group
√
√
Training & development opportunities
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√
√
Service specific events/initiatives
√
√
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Corporate events
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√
√
Focus groups/surveys/consultation
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√
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Tenant Consultative Group What is it/Purpose? The Tenant Consultative Group (TCG) provides a united voice for tenants and leaseholders across the borough. This group actively aims to recruit, promote, consult and involve Tamworth Borough Council tenants and leaseholders in all involvement activities and initiatives. Tenant Consultative Group members may also chair sub groups and working groups. The group meets monthly and is consulted on tenant related policies, practices and procedures and current issues affecting Tamworth and its tenants. The TCG has its own Constitution, Code of Conduct and Expenses Policy.
Activity/Outputs 4 Held seven meetings throughout the year with an average attendance of seven members representing seven areas across the Borough 4 Presentation on CCTV across the Borough and the role of the CCTV operative 4 Question and answer session with the Resident Liaison officer at Wates 4 Information for group members on the planned works at the high rise flats inclusive of lift works, balcony works and internal decoration and sprinkler works. Details on expected timescales and contingency arrangements to be put in place during the lift works 4 Bi monthly updates on ‘Welfare Reform’ changes and the impact this will have on Tamworth Borough Council tenants 4 Discussions on forthcoming Ministry of Housing Communities and Local Government (MHCLG) consultations 4 Workshop for group members to discuss and feed back on the draft Housing Revenue Account Business Plan 4 Information and photographs of the building works at Tinkers Green and Kerria and details on the property types and timelines for works to be completed 4 Involved in choosing cupboard doors, worktops and handles to be used in the kitchens of new build properties at Tinkers Green and Kerria 4 Information and photographs on the new garage site developments across the Borough 4 Reviewed the group’s ‘Code of Conduct’ and considered whether any changes were required 4 Group members were invited to join a pilot ICT training workshop 4 Information provided on free NHS health checks being offered to everyone aged between 50 and 74 4 Group members consulted on the future repairs service options for March 2020
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Outcomes 4 Group members involved in looking at the future repair service options 4 Regular updates on the building works at Tinkers Green and Kerria and the planned works being undertaken in the high rise blocks 4 A transparent service delivery. Group members were able to influence standards of service, policies and procedures 4 Three new members joined TCG during 2018 and made an active contribution at meetings 4 Monthly monitoring of landlord service performance and Cabinet forward work plan 4 Regular tenant scrutiny of cleaning audits, estate inspections and any tenant led activities considering ‘good value for money’ and outcomes 4 Recommended service improvements, where applicable, in relation to customer satisfaction reviews
What’s next? 4 Continue to promote the work of the involvement working groups and to increase the number of tenant representatives on the Tenant Consultative Group to ensure representation from across all areas of the borough 4 The TCG will continue to receive updates on the development of planned works including the regeneration programme at Tinkers Green and Kerria 4 Key policies and initiatives will continue to be presented to the group 4 TCG will monitor the outcomes of the annual programme of estate inspections and other involvement initiatives such as the tenant inspector communal cleaning audits etc. 4 Monitoring of landlord service performance, intelligence and satisfaction 4 Involvement and discussion with TCG around future repair options 4 Review of tenants’ top key performance to be publicised on the customer dashboard 4 Review all new Tenant Involvement activities
Level of Impact
6
Tenant Involvement Group What is it/Purpose? The Tenant Involvement Group ensures the implementation of actions and performance targets set out in the Tenant Involvement and Consultation Strategy and also monitors on-going performance and customer intelligence across landlord service.
Activity/Outputs 4 Held five meetings throughout the year 4 Reviewed updates and progress reports across all tenant involvement activities and initiatives 4 Group reviewed all customer satisfaction summary reports for Wates repairs, (Dodd’s) gas repairs, complaints, anti-social behaviour and new tenant surveys and considered service improvements 4 Involved in the delivery and planning of tenant involvement activities for the year ahead 4 Group reviewed the new Tenant Involvement & Consultation Strategy 2019-2022 and offered suggestions for inclusion and change 4 Suggestions made for promoting tenant involvement and to encourage more participation in working groups 4 Assisted with the draft Tenant Involvement Impact Assessment 2018-2019 4 Group members reviewed the draft annual report 2017-2018 and made recommendation for changes and inclusion
Outcomes 4 Continued to monitor all customer feedback and performance to improve overall satisfaction with Landlord Services 4 Reception area of Marmion House now promotes tenant involvement 4 Group check all documentation before it is sent out to tenants and have the opportunity to offer suggestions and changes 4 Continually review the action plans within the Tenant Involvement & Consultation Strategy to check that recommendations are being met 4 2017/2018 Annual report produced and distributed to tenants
What’s next? 4 Publicise and promote the new Tenant Involvement & Consultation Strategy 2019-2022 4 Contribute towards the end of year customer intelligence report and Annual Report to tenants 2018-2019 4 Review the results from the communal cleaning and estate inspections and make recommendations as appropriate 4 To undertake an annual review of Tamworth Borough Council’s housing web pages 4 Annually review the Tenant Involvement Strategy 2019-2022 and its action plan to make recommendations going forward 4 Will annually review access and information on the website relevant to all housing services
Level of Impact 7
Complaints Review Panel What is it/Purpose? As part of the tenant involvement and co-regulation standard, the Council established a Complaints Review Panel which was set up at the beginning of 2011. The Panel reviews anonymised information relating to Tell Us complaints and service requests on a quarterly basis.
Activity/Outputs 4 4 meetings held throughout the year 4 Reviewed anonymised information relating to all complaints, compliments and service requests received across Landlord Services 4 Reviewed customer intelligence 4 Based on information provided, the panel is empowered to make recommendations regarding service improvement 4 Discussed emerging trends and themes 4 Reviewed customer satisfaction from the ‘Tell Us’ survey results 4 Quarterly discussion with a representative from Wates including updates on outstanding Wates complaints
Outcomes 4 Group members suggested that Wates arrange a basic DIY training workshop for tenants 4 Suggestion for group to visit Wates call centre to meet with the Wates management team and call centre staff 4 Quarterly meetings are now attended by a representative(s) from repairs contractor Wates to discuss issues around complaints and communication 4 Due to a number of communication issues between Wates and their subcontractors, the group suggested that Wates review their process, improvements were identified and implemented 4 Tool box talks were arranged to remind operatives that they must carry their ID badge at all times 4 The group suggested an article be included periodically in the tenants newsletter reminding everyone to ask to see operatives’ ID cards 4 Recommended that contact details for Severn Trent Water are included in Open House newsletter
What’s next? 4 The Panel will continue to review feedback from the monthly telephone satisfaction surveys and make recommendations as appropriate 4 Quarterly meetings will continue throughout 2019/2020 4 The Panel will continue to review themes and trends and to make recommendations where appropriate
Level of Impact 8
Anti-Social Behaviour Service Improvement Group What is it/Purpose? This group meets at least 3 times a year. This is a forum that brings customers and staff together to oversee the delivery of service improvements, consider and discuss best practice, self-assess landlord service ASB for compliance against national standards and establish and monitor action plans and key performance data. The Anti-Social Behaviour Service Improvement Group has its own Terms of Reference.
Activity/Outputs 4 Two meetings held during the year 4 Lisa Hall (Tenancy Sustainment Co-ordinator) attended to discuss her role and responsibilities to the group 4 Julia Gibbs (Anti-Social Behaviour Project Officer) discussed her role and responsibilities to the group 4 Updates and reviews of the performance of the ASB service 4 Regular distribution of new factsheets which are added to the ASB library of up to date information 4 Consulted and contributed to the review of the ‘Service Review Plan’ 2016 - 2019 4 Consulted on Local Offers for 2019/2020
Outcomes 4 Tenants are able to influence standards of service, policies and procedures 4 Group continued to monitor performance 4 Group members recommend a guest speaker for each meeting to enhance their understanding of how the overall service works to prevent ASB 4 The group reviewed and agreed the Local Offers for the year ahead 4 Consulted on the corporate ASB policy and landlord services anti-social behaviour procedures which are both now in place 4 Reviewed web pages to confirm all information is up to date
What’s next? 4 Review ASB Local Offers annually 4 Group members can undertake further training where applicable or requested 4 Working towards the 3rd ASB accreditation 2019/2022 and producing a new 3 year ASB service plan 4 Invite guest speakers as recommended by the group 4 Continue scrutiny of the ASB service overall 4 Expand and update the ASB factsheet library
Level of Impact
9
Tenants’ Voice What is it/Purpose? Tenants’ Voice is a group of tenants who contribute to and edit Open House, the Council’s e-newsletter, which is emailed to every tenant in the borough who have requested it and provided an active email address. The newsletter is also available to view or download online and a hard copy can be made available on request. The newsletter keeps customers informed about landlord services and provides relevant and up-to-date information. Tenants’ Voice is also an editorial panel for all other housing publications.
Activity/Outputs 4 Four meetings held during the year to review key publications to include the Open House e-newsletter, annual report to tenants, website and overall approach to communication 4 E-newsletter being produced and sent to tenants who have directly requested it 4 Group review all articles submitted for inclusion within the Open House e-newsletter and are able to make suggestions for amendments 4 Compile page plans, discuss options for the layout and design of the Open House e-newsletter 4 Opportunity to publicise community events, tenant involvement activities and options to get involved 4 Group reviewed the estate inspections leaflet and made recommendations for changes 4 Reviewed publications including: Communal Cleaning Inspection Report, Annual Report on Estate Inspections and Wates (Repairs & Gas) Customer Satisfaction Reports 4 Review all customer satisfaction surveys and make recommendations for questions to be included or omitted 4 Group assisted in the annual review of all tenant involvement publications on the website and made recommendations for items to be removed 4 Group assisted in the design, layout and wording of the annual report 4 Group scrutinised findings from estate inspections and cleaning audits carried out by Tenant Inspectors and considered service improvements
Outcomes 4 E-newsletter produced quarterly 4 2017/2018 annual report produced and distributed to tenants 4 Updated estate inspection leaflet for 2019/2020 4 The editorial panel ensures that written documentation is presented in a customer friendly format 4 Publications inform customers about key issues such as estate inspections, performance and customer satisfaction, housing successes, anti-social behaviour, new or improved services, opportunities for involvement, consultation and new initiatives etc. 4 Provides advice to tenants on all relevant housing matters 4 Considered the changes required to the delivery of the Open House e-newsletter in relation to the new GDPR guidelines
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4 Contributed to reviewing access and information on the website relevant to all housing services and made recommendations for changes 4 Offered suggestions on service improvements from tenant inspections and customer satisfaction reports
What’s next? 4 Increase the number of active email addresses for tenants to receive the Open House e-newsletter with consent 4 Continue to use Tenants’ Voice for all landlord service publications, literature and website information 4 Review the look and design of the Open House e-newsletter 4 Annually review access and information on the website relevant to all housing services 4 Recruit additional members to support the group 4 Group members can undertake further training where applicable 4 Assist with 2018/2019 annual report
Level of Impact
11
Seniors United What is it/Purpose? Seniors United is a forum for sheltered housing tenants to get together, share ideas and experiences and discuss issues relevant to their needs with the support of their Scheme Manager and Tenant Regulatory & Involvement Team.
Activity/Outputs 4 Held six meetings throughout the year with an average attendance of 18 members representing the 10 Sheltered Housing Schemes across the Borough 4 Two ‘Plant a Pot’ events held at Bright Crescent and Magnolia 4 Regular updates on events and activities that members can get involved in including the estate inspections, plant a pot events and tenant communal cleaning inspections 4 Presentation on Wates performance 4 Question and answer session with Wates 4 Several tenants visited Wates call centre to see how they manage calls and to ask questions of the operatives 4 Assisted in completing ‘flower boards’ for the Mercian Mosaic art project in the Castle Grounds to mark 1,100 years since the death of Aethelflaed (also known as Ethelfleda), ‘Lady of the Mercians’ 4 Group members able to get involved in knitting squares to make blankets for Tamworth hospitals and knitting twiddle muffs for dementia and Alzheimer’s patients 4 Group members knitted cardigans, hats, teddies and blankets for families across Tamworth 4 Updates on customer satisfaction with the communal cleaning service and the compliments received from different sheltered schemes on the cleaners and cleaning services. 4 Representative from Street Scene discussed their involvement with the ‘Pay Back Scheme’ in the community 4 Question and answer session with Street Scene 4 Guest speaker provided information from Staffordshire Wildlife Trust on nature and open spaces across Tamworth 4 Information provided on Community Buddies to combat loneliness 4 Group members were invited to attend a pilot ICT training workshop where they would be helped to set up I-pads, kindles etc. and given assistance on accessing the TBC website 4 ‘Everyone Health Staffs’ attended to offer free NHS health checks open to all adults aged between 50 and 74 4 Recycling Officer advised the group on how to dispose of their rubbish appropriately 4 TBC Housing Manager discussed how the WEL alarm system that is currently used throughout the sheltered schemes is coming to the end of their contract allowing group members to give their thoughts on the forthcoming tender for a new contract 4 Presentation from Tamworth Borough Council’s anti-social behaviour team 4 Staffordshire Fire and Rescue Service invited group members to a ‘Free Over 60s Event – Safe and Sound 4 Guest speaker addressed the group to tell them about ‘Places of Welcome’ across the Borough 4 The Mayor of Tamworth attended a meeting and discussed his role and responsibilities with group members
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Outcomes 4 Five sheltered housing schemes worked together in making ‘flower boards’ for the Mercian Mosaic art project in the Castle Grounds to mark 1,100 years since the death of Aethelflaed (also known as Ethelfleda), ‘Lady of the Mercians’ 4 Raised awareness of how calls are managed at Wates 4 Knitted blankets and twiddle muffs for dementia and Alzheimer’s patients were donated to local hospitals and nursing homes 4 Group members were invited to take part in small, guided, safe walks across the Borough with Staffordshire Wildlife Trust 4 Opportunity to become involved in tenant events and activities across the Borough including cleaning audits, estate inspections, plant a pot events and activities that are suitable for older residents 4 Gave feedback on customer satisfaction for the communal cleaning service they receive 4 Engaged in a question and answer session with Wates and Street Scene 4 Activities help to build links with community projects and increases levels of social contact with others 4 Several tenants attended ‘Everyone Health Staffs’ to offer free NHS health checks open to all adults aged between 50 and 74 and joined chair exercise groups 4 Members have worked together in social groups at their schemes or attending other schemes to work on various projects for their local communities There are many benefits to organised activities and initiatives for sheltered residents:
4 Providing opportunities for social interaction and reducing the feeling of isolation 4 Activity and inclusion 4 Enhanced community cohesion 4 Increased confidence, self-esteem, mood and sleep patterns 4 Increase in new skills 4 Physical activity can improve physical fitness - maintaining strong muscles and flexible joints which can help people maintain independence for longer 4 Reducing the risk of falls by improving strength and balance with some forms of activity 4 Improving cognition 4 Incorporating a more active regime into daily life will generally improve health and greatly increase a person's longevity as well as reducing the risk of stress 4 Improving ICT/technology awareness
What’s next? 4 Two Plant a Pot events to be held at sheltered housing schemes in 2019 4 To consult with tenants on what they want at their meetings 4 PCSOs will promote fraud awareness and how to stay safe both in your own home and in the community 4 Fire safety advice and awareness will be promoted 4 Presentation and advice from Waste Management to promote good practices in relation to recycling, cleaning up after animals and how to report fly-tipping 4 Community Partnerships & Charities Manager will visit group to accept donations on behalf of local hospitals
Level of Impact 13
Tenant Inspectors What is it/Purpose? Landlord Service empowers Council housing tenants to act as Tenant Inspectors.
4 Audit how services are being delivered 4 Improve the quality of services provided 4 Build skills and confidence of those customers who come forward to become Tenant Inspectors
Activity/Outputs 4 Audit how services are being delivered 4 Improve the quality of services provided 4 Build skills and confidence of those customers who come forward to become Tenant Inspectors
Outcomes 4 Tenant led inspections are a way of involving tenants in the review and development of landlord services 4 Tenant Inspectors monitor the quality of service delivery against defined standards and undertake on-site inspections 4 Tenant Inspectors are empowered to call managers to account if services do not meet required standards 4 Feedback from tenant inspectors forms part of overall performance monitoring 4 Tenant Inspectors have participated in estate inspections 4 Provides a positive relationship with tenants and staff 4 Inspections identify good and bad practice 4 Members of the group have promoted their work within their neighbourhood to help empower tenants elsewhere 4 Tenant Inspectors discussed service level agreements with the Estates Manager to deliver an effective service 4 Tenant Inspectors visited new build properties that were built on former garage sites 4 Recommendations were made to the Estates Manager following the communal cleaning satisfaction survey 4 There are now 18 active tenant inspectors
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What’s next? 4 Continue to work with Tenant Inspectors who play a vital role in checking the quality of communal cleaning services provided 4 Tenant Inspectors will carry out independent audits of all completed environmental works 4 Tenant Inspectors will take part in the annual programme of estate inspections with the Estates Manager, Tenancy Sustainment Officer and Tenant Regulatory & Involvement Team 4 Tenant Inspectors will audit all areas that receive a communal cleaning service. Second audits will be carried out if required or following any complaints received 4 Tenant Inspectors will work with the Tenant Regulatory & Involvement Team to carry out satisfaction surveys with tenants in receipt of a communal cleaning service 4 New inspectors will attend personal safety training 4 Tenant Inspectors will be involved in the review of TBC’s Repairs Policy inclusive of the void lettable standard during 2019/20 4 Tenant Inspectors have been invited to the PCSO/Police community engagement days 4 Tenant Inspectors have been invited to visit new build properties when completed and regularly visit both Tinkers Green site in Wilnecote and Kerria Centre in Amington to see the regeneration of the areas 4 Undertake an annual Impact Assessment of the role of the Tenant Inspectors communal cleaning programme 2019-2020
Level of Impact
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Estate Inspections What is it/Purpose? The purpose of the estate inspection programme is to assess the standards of service we are delivering, identify areas for improvements and generally identify any action needed to address tenancy breaches. The Council recognises the importance of maintaining the area where tenants live to a high standard. It is important that residents are able to reside in a safe and pleasant environment. The management of housing land needs to be effective, efficient and consistent in its approach. The Councils aim is to provide a service to residents which meets the highest possible standard at all times and ensures that we deal with neighbourhood concerns by holding an annual programme of estate inspections.
Activity/Outputs 4 The housing estates in the borough are located across ten wards. Each ward will be inspected once a year as part of an annual programme 4 Estate Inspections will be undertaken by the Estates Manager, Tenancy Sustainment Officer for the area, Tenant Inspectors and supported by the Tenant Regulatory & Involvement Team 4 The outcome and actions for all inspections will be reported on the website as part of ‘You said, we did’, in Open House, the tenants e-newsletter, and will form part of the Annual Impact Assessment for all tenant involvement activity 4 Partnerships with local agencies including the Fire Service, Police and Staffordshire County Council allow us to ensure that all concerns are fed back to the appropriate organisation and responsibility is taken for issues identified within the remit of such organisations 4 Each inspection will aim to identify issues such as: vandalism; abandoned vehicles; graffiti; litter; fly tipping; dog fouling; problems with highway maintenance and street lighting; neglected homes and untidy gardens; health & safety issues; hot spots for anti-social behaviour; the condition of hard landscapes (e.g. fences, walls and paving) and the condition of soft landscapes (e.g. trees, grass, shrubs in communal areas).
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Outcomes Estate inspections will: 4 Provide a high profile presence on estates 4 Ensure cleaner, attractive and safer neighbourhoods 4 Improve the physical condition of estates through quick responses to residents' concerns 4 Identify potential future estate improvements 4 Clear communal areas of fly tipping/graffiti/rubbish 4 Identify overgrown gardens/shrubbery 4 Identify defective street lighting and estate furniture 4 Identify potholes and surface perishing to hard surfaces and uneven and broken paving 4 Ensure agencies take responsibility for issues identified within their remit 4 The Tenant Regulatory & Involvement Team produce an annual Impact Assessment on findings from the estate inspections to consider themes and trends identified 4 Several Tenant Inspectors participated in the estate inspections and fed back their concerns and suggestions
What’s next? 4 Update the annual programme for 2019/20 and all supporting literature 4 Work closer with the local PCSOs to target perceived hot spots 4 Undertake an annual Impact Assessment of the estate inspection programme 2019-2020 4 Work closely with partner agencies and residents via estate based engagement days to target speciďŹ c targeted areas 4 Continue to encourage participation from Tenant Inspectors to monitor, review and offer recommendations for improvements on the estates
Level of Impact
17
Sheltered Housing Events – Plant a Pot What is it/Purpose? Successful ‘Plant a Pot’ events have taken place over the last eight years across all housing sheltered schemes. The event was an idea initially suggested by Tamworth’s Seniors United Group. The aim of the event is to enable elderly residents to actively take part in a fun and inclusive gardening event thereby increasing mobility and tackling issues of social isolation.
Activity/Outputs 4 Successful Plant a Pot events carried out at two housing sheltered schemes as part of a rolling programme 4 Containers and plants are provided which are attractive and ideal for those with limited mobility and are easy to maintain 4 Tables and chairs are set up outside to assist those who are more vulnerable to falls 4 Plenty of assistance is offered on the day
Outcomes 4 All residents, inclusive of those with mobility issues, are enabled to actively take part in a fun and inclusive gardening event thereby increasing mobility and tackling issues of isolation. The events are supported by the Council’s Tenant Regulatory & Involvement Team and Caretaking Team and have proved extremely popular over recent years. 4 Those who have attended the event have also planted pots for neighbouring residents who were unable to attend due to poor health/mobility 4 Any gardening activity is considered beneficial for residents as it is an enjoyable form of exercise, encourages the use of all motor skills, can improve endurance and strength, promotes relaxation and improves wellbeing as a result of social interaction
What’s next? 4 The Plant a Pot events are organised as part of an annual programme and will continue in 2019/20 4 Continue to engage and consult with sheltered and supported housing residents through informal and interactional events and activity
Level of impact
18
Customer Intelligence What is it/Purpose? Surveys and consultation are a way of obtaining views/feedback from tenants about a specific service area, topic or on a 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 with landlord staff. This enables the Council to build up a picture of tenants’ views to help monitor performance and shape service improvements.
Activity/Outputs 4 Monthly complaints satisfaction surveys are carried out for those customers who have had direct experience of the corporate complaints process Tell Us 4 Anti-social behaviour satisfaction survey and anti-social behaviour perpetrator survey 4 Finding a Home satisfaction survey 4 Responsive repairs and gas repairs/servicing surveys 4 StarT surveys on complaints, ASB, repairs and gas servicing and installations 4 New Tenant quarterly questionnaire 4 Local Offers Consultation 4 Bi-annual rent arrears survey
Outcomes 4 Tenant feedback and consultation enables direct customer involvement in shaping and influencing landlord service delivery 4 Good quality feedback at minimal cost 4 Survey results and feedback are used to understand comparative satisfaction and make recommendations for service improvement 4 Tenant feedback has resulted in enhanced contractor communication with customers 4 Ensure customer expectations continue to be reflected in Tamworth’s Local Offers
What’s next? 4 Monitor customer satisfaction with the anti-social behaviour procedure and share results through the Anti-Social Behaviour Service Improvement Group 4 Review Landlord Service customer satisfaction calendar 2019-2020 4 Review Landlord Service customer dashboard 4 Review results from StarT surveys 2019/20 for repairs, lettings, complaints and ASB
Level of impact 19
Police Community Engagement Days What is it/Purpose? The Police recognise the importance of working with the public and partner agencies to help combat crime and increase the quality of life for residents as well as serving in the community.
Activity/Outputs 4 Knock doors to advise people to clean up gardens 4 Address parking issues, abandoned properties 4 Door knocking – community contacts asking if people are experiencing any issues in the area (Intelligence gathering) 4 Filling in CCR (Community Contact Records) 4 Joint tenancy visits with Tenancy Sustainment Officers from Tamworth Borough Council 4 Engaging with residents and youths in the local area 4 Issue CPW (Community Protection Notice Warning)
Outcomes 4 Increase community partnerships 4 Develop new community-based ventures 4 Provide an increased level of service while engaging the community 4 Increase efficiency by working with people in the community 4 Discuss with residents other ways that you can assist within their community 4 Gives residents the opportunity to get involved and have their say in local issues that affect or are of interest to them 4 Mutually supportive activity and best use of time and resource 4 Established and maintained positive working relationships with all stakeholders to provide an all-round quality service 4 Working collaboratively in overcoming issues and meeting the needs of individuals
What’s next? 4 Continue to support and assist in planned engagement days for 2019/20 4 Encourage resident and community involvement 4 Tenant Inspectors have been invited to attend
Level of impact
20
ICT Tenant Workshop What is it/Purpose? To encourage participation and to develop the skills required for the ever changing world of technology in a friendly and informal setting. Small working groups offer participants the opportunity to ask questions and to receive assistance as they learn new skills.
Activity/Outputs 4 Digital Inclusion offered as a pilot scheme to sheltered housing tenants in partnership with Tamworth’s Enterprise Centre and the Council’s Technical Trainer to access Council services online. Tenants were invited to bring along their laptops, mobiles, Ipads and tablets to learn how to use them to keep in touch with families and friends and to receive training on how to stay safe online when using them. 4 Participants learnt how to navigate Tamworth Borough Council’s website and encouraged to test the services provided. They ‘reported’ anti-social behaviour and raised a ‘test complaint’. 4 Developed new skills on how to stay safe online by securing their information 4 Learnt how to pay online for various services.
Outcomes 4 Learnt how to navigate search engines on the Council’s websites 4 Learnt how to contact Tamworth Borough Council and to make complaints, report concerns etc. 4 Assistance given to understand their own personal equipment. This included making them safe, deleting old information and tidying up their files to make more storage available. 4 Learnt that technology doesn’t have to be frightening and can be accessible with a little bit of help 4 Signposting to partnership organisations for those who want to learn more than was on offer 4 Impact assessment produced to consider whether the project was worthwhile
What’s next? 4 As the pilot scheme was successful consideration will be given to further sessions being held during 2019/2020 4 Digital Inclusion offered to all in partnership with Tamworth’s Enterprise Centre and the Council’s Technical Trainer to access Council services online. Tenants will be invited to bring along their laptops, mobiles, Ipads and tablets to learn how to use them to keep in touch with families and friends and to receive training on how to stay safe online when using them.
Level of impact 21
Community Event at Smithy Lane, Wilnecote What is it/Purpose? The event was suggested by the Local Councillor for Wilnecote to encourage pride in tenants’ communal areas. The aim of the event was to bring a community together in an informal and fun way. Everyone participated as much or as little as they chose.
Activity/Outputs 4 Successful Plant a Pot event carried out in the communal garden area of the flats 4 Containers and plants are provided which are attractive and easy to maintain 4 Communal borders to be tidied up 4 Tables and chairs are set up outside to assist those who are more vulnerable to falls or experience difficulties bending over to plant pots 4 Plenty of assistance is offered on the day 4 Combats isolation and encouraged participation on the day
Outcomes 4 All residents, inclusive of those with mobility issues, are enabled to actively take part in a fun and inclusive gardening event thereby increasing mobility and tackling issues of isolation. The event was supported by the Council’s Tenant Regulatory and Involvement Team and Caretaking Team. 4 Those who have attended the event have also planted pots for neighbouring residents who were unable to attend 4 Any gardening activity is considered beneficial for residents as it is an enjoyable form of exercise, encourages the use of all motor skills, can improve endurance and strength, promotes relaxation and improves wellbeing as a result of social interaction 4 Overgrown communal borders were tackled by the Council’s Caretaking Team 4 Enabled tenants to take pride in where they live and to continue to maintain the area
What’s next? 4 Additional small community events will be considered where possible during 2019/2020
Level of impact
22
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If you require this information in another format or language, please phone: 01827 709709 or email: enquiries@tamworth.gov.uk
Tenant Regulatory & Involvement Team, Telephone: 01827 709709 Email: tenantparticipation@tamworth.gov.uk Tamworth Borough Council Marmion House, LichďŹ eld Street, Tamworth, Staffordshire, B79 7BZ
Designed and produced by Tamworth Borough Council (09/19) 2389