Tenant Involvement Impact Assessment
Tenant Involvement Impact Assessment 2013-2014
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Tenant Involvement Impact Assessment
Introduction Welcome 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 real difference. 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 Involvement Tamworth Borough Council is committed to involving its tenants in the way it delivers its services. Tenants can have a real influence on the way services are shaped and improved by choosing a way to get involved that suits them. The Tenant Involvement Strategy and Action Plan was reviewed during 2013 following an independent health check carried out by the Tenant Participatory Advisory Service (TPAS) Tamworth Borough Council has a designated Tenant Regulatory and Involvement Team which, for the period 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 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 Assessment 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 For
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 tenant involvement activities on offer. For more ways to get involved, 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 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 changes to services 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 Tenant Involvement Impact Assessment
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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 with landlord services over the financial period 2013-2014. In total there have been 102 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 2013-2014 we have consulted and engaged with more than 1,000 tenants through one of the involvement options listed opposite.
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Tenant Involvement Impact Assessment
When are customers consulted? Tenant activities/events/ initiatives
Morning involvement
Afternoon involvement
Evening/weekend involvement √
Tenant Consultative Group Tenant Involvement Group
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Seniors United
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Tenants Voice
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Complaints Review Panel Tenant Inspectors
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Estate walkabouts
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Performance Chambers Community events
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Supported/sheltered housing events
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Tenants Conference
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ASB Service Improvement Group
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Training & development opportunities
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Service specific events
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Corporate events
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Focus groups/surveys/consultation
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Customer involvement has the potential to deliver a number of benefits to Landlord Services both 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
Tenant Involvement Impact Assessment
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Tenant Consultative Group What Is It/Purpose? The Tenant Consultative Group (TCG) provides a united voice for tenants across the borough. This group actively recruits, promotes, consults and involves Tamworth Borough Council tenants and leaseholders in tenant involvement activities. 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 group has their own constitution, code of conduct and expenses policy
Activity/Outputs l Held 12 meetings throughout the year with an average attendance of eight members representing six areas l Information and updates to the group on flexible fixed term tenancies
l Updates on the sheltered housing capital programme with an open invitation to the group to view improvements at all 11 sheltered schemes l Annual review of the Landlord Customer Services Dashboard 2013-2014
l Updates on the environmental works programme to include planned works for 20142015 l Presentations and monthly updates on Welfare Reform changes to include the two month switch back policy, introduction of Universal Credit, benefit cap and under-occupancy charges l Details on the provision of affordable housing at Masefield Drive and Thackeray Drive former garage sites l Discussion on the introduction of a tenant involvement incentive scheme
l Update on the procurement of development consultants as part of the wider regeneration projects at Tinkers Green and Kerria estates l Discussion on forthcoming Department for Communities and Local Government (DCLG) consultations
l Review of the annual programme of estate walkabouts to include an impact assessment
l Consultation on the use of the land at Cottage Walk/Wincrest House during the regeneration works at Tinkers Green l Updates and discussion held on the Housing Revenue Account Business Plan
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Tenant Involvement Impact Assessment
l Contributed to the production of Landlord Services Annual Report 2012-2013
l Agreed designs for the Christmas and Easter rent campaign posters
l Received quarterly updates and reports against Landlord Service customer satisfaction calendar 2013-2014 l Regular tenant scrutiny on the performance of services l Updates on estate based events – Plant a Pot, ‘Grow your Own’ and introduction of the intergenerational Cook and Healthy Eating programme l Presentation on the end of year customer intelligence report 2013-2014
l Discussion on Experian and Big Issue and the rental exchange
l Consultation on the installation of a sprinkler system to all high rise properties l Review of the Stock Condition Survey and future investment
l Involved in planning and arrangements for the second Tenants Conference 2014 l Discussion and updates on the performance of the Capital Programme
l Monthly updates on the Cabinet forward work plan l Updates to the group on the progression of service charges
l Question and answer session with Street Scene on the grass cutting and grounds maintenance service l Discussion around the introduction of a Designated tenant panel
Outcomes l Developed and distributed customer publications to include the Tenant Involvement Annual Impact Assessment, Landlord Services Annual Report and the new introductory leaflet to Tenant Involvement l Recommendations made on priority environmental works to take forward for 20132014 and 2014-2015 l A number of tenant-related policies were revised/approved by TCG
l Transparent service delivery. Tenants are able to influence standards of service, policies and procedures
l The rent campaign poster chosen by the group was advertised across Tamworth borough to promote the importance of paying your rent on time and reducing arrears l New members joined the group during 2013 and made an active contribution at monthly meetings
l The group agreed to the proposed introduction of fixed term tenancies for new tenants, subject to individual circumstances being taken into consideration
l Programme of planned works agreed for 2013-2014 l Opportunity to meet with Trowers Consultants and Steve Partridge on the regeneration
projects at Tinkers Green and Kerria estates and feedback on proposals for funding models
l Monthly monitoring of landlord service performance and Cabinet forward work plan l Successful Tenants Conference
l Group members had the opportunity to ask questions in relation to the former garage sites at Masefield and Thackeray Drive in the development of affordable housing l The group discussed four environmental works proposals in detail and voted unanimously in favour of proceeding with all of them
l The Group agreed that there should be an option for customers to opt in or opt out should an incentive involvement scheme be introduced and further consideration will be given to this incentive during 2014-2015 l Following a desk top review of the estate walkabouts, these have been replaced with an annual programme of estate inspections to cover all council estates, generally between March to December inclusive
l The group unanimously agreed that they did not wish to pursue with the introduction of a ‘designated tenant panel’ but would continue to capture trends and emerging themes through the 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 and will 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 Green and 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 at detailed performance across specific service areas l TCG will give further consideration to the proposal of a tenant incentive scheme for tenant involvement 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 Tenant Involvement Impact Assessment
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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 ongoing performance and customer intelligence across Landlord Service.
Activity/Outputs
l Held four meetings throughout the year
l Updates and progress reports across all tenant involvement activities and initiatives l Quarterly review of the Tenant Involvement & Consultation Strategy Action Plan 2013-2016
l Annual review of Landlord Service performance indicators l Updates and quarterly reports on the Landlord Service Customer Satisfaction Calendar 20132014
Outcomes
l Launch of the Tenant Involvement & Consultation Strategy 2013-2016 following the independent health check carried out by the Tenant Participatory Advisory Service (TPAS) l The group made recommendations following the annual review of Landlord Service performance indicators l Reviewed all customer intelligence from the Landlord Service annual satisfaction calendar 2013-2014
l Review of tenant involvement literature from other housing providers l Review of Tenant Involvement web pages in preparation for the launch of the new Tamworth Borough Council website l Involved in the production of the Tenant Involvement Annual Impact Assessment and Landlord Services Annual Report 2013-2014 l Involved in the delivery and planning of all tenant involvement activities 2013-2014
l Continued to monitor all customer feedback and performance to improve overall satisfaction with Landlord Services l Continued to share good practice in the review of publications and new initiatives l Launch of the new Tenant Involvement introductory leaflet to replace existing publications
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 tenant involvement and engagement
Level of Impact
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Tenant Involvement Impact Assessment
Complaints Review Panel What Is It/Purpose? As part of the tenant involvement and co-regulation standard, the Council has established a Complaints Review Panel which was set up at the beginning of 2011. The Panel reviews anonYmised information relating to ‘Tell Us’ complaints/service requests on a quarterly basis.
Activity/Outputs l Six meetings held during the year
l Reviewed anonymised information relating to all complaints received across Landlord Services in relation to service provided to tenants l Reviewed customer intelligence data on complaint handling
l Based on information provided, the panel is empowered to make recommendations regarding service improvement l Receives regular updates on the progress against previous recommendations
Outcomes
l The Panel have made several recommendations in relation to comments/complaints and service requests l Recommendation from the panel that more information is included within stage one response letters following customer comments that some stage one response letters are too brief and impersonal.
l The panel have requested that a representative from the repairs contractor Mears attends all future quarterly meetings l The Panel recommended that a summary of compliments are reported in the quarterly tenant newsletter Open House and thanks is given to those customers who have taken the
l Discussed emerging trends and suggestions for service improvement l Information provided to the group on the ‘Tell Us’ policy and different stages of complaint l Discussed quarterly responses from the telephone complaints survey
l Discussed new arrangements under the Localism Act for dealing with complaints by social tenants against their landlords’ designated Tenant Panels
l The Panel discussed the suggestion for subsequent meetings to scrutinise stage two complaints in greater detail time to compliment the service
l Graphs are now produced for the Panel to highlight a breakdown of complaints and service requests across specific service areas
l The Panel, supported by the Tenant Consultative Group, agreed not to make a recommendation for the introduction of a Designated Tenant Panel. The Complaints Review Panel will continue to capture trends and emerging themes through their quarterly meetings
l The group now meets before every Tenant Consultative Group meeting to scrutinise stage two 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 the Head 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 Mears to 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 Assessment
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Tenant Inspectors What Is It/Purpose? Landlord Service introduced an innovative scheme to empower council housing tenants to act as Tenant Inspectors.
Activity/Outputs
l 43 tenant-led audits of communal cleaning areas have been undertaken across 10 sheltered schemes and six high rise blocks of flats
Outcomes
l Tenant-led inspections are a way of involving tenants in the review and development of landlord services
l Tenant Inspectors monitor the quality of service delivery against defined standards and undertake on-site inspections l Tenant Inspectors are empowered to call managers to account if services do not meet required standards
l All Tenant Inspectors are provided with training and ongoing support l Tenant Inspectors have identified issues on estates as part of wider environmental works
l Tenant Inspectors have made recommendations to the environmental works panel for future improvements on Tamworth estates l Provides a positive relationship with tenants l Inspections identify good and bad practise
l Members of the group have promoted their work within their neighbourhood to help empower tenants elsewhere
l Feedback from Tenant Inspectors forms part of overall performance monitoring
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 Estates Manager, Tenancy Sustainment Officer and Tenant Regulation & Involvement Team
l Tenant Inspectors will work with the Tenant Regulatory Team in carrying out face-to-face surveys with 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
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Tenant Involvement Impact Assessment
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 Independent Living Manager and Tenant Regulation & Involvement Team.
Activity/Outputs
l Five meetings held during the year with an average attendance of 28 people
l Question & Answer session with Mears including an update on customer satisfaction
l Information on the 125th anniversary of the Assembly Rooms and attendees invited to a series of consultation events held around the Borough to discuss refurbishment. Attendees were also asked to provide any old photographs or programmes etc for the records. l Discussed the environmental works carried out at the sheltered schemes around the borough l Advice given by Staffordshire Police and Neighbourhood Watch on bogus callers and information 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 charity discussed how pets can help with the social well-being of residents
l Update on the Foodbank and toiletries collection donated to Tamworth Foodbank and Sir Robert Peel Hospital l Presentation from ‘Home Instead Care’ and demonstration of products for sale from Freedom Mobility (local Tamworth Group)
l As part of the First World War anniversary, the group agreed to make poppies and to create a photograph collage to be shared across the schemes
Outcomes
l Raised awareness on safety in the home, particularly over the summer months. In addition, residents were dvised on precautionary measures in the unexpected event of bogus callers and the need to request identification l The group was provided with information on the Home Instead care service and had the opportunity to discuss any personal care requirements
l Group members had the opportunity to meet Bailey (a PAT dog) and raise awareness of the effects of animal-assisted therapy to include rehabilitation, physiotherapy and occupational
therapy, recovery, assisted comfort and to assist in learning both life and social skills and other key behaviours
l Through charitable donations of food and toiletries by residents, this has helped to support struggling and/or homeless residents across Tamworth. This has also proved to be a convenient way for grocery shoppers to donate non-perishables for neighbors in need
l ‘Swap shop’ events tackle issues of social isolation and loneliness and increase social skills and interaction among elderly residents l Opportunity to become involved in tenant inspection 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 Assessment
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Tenants Voice What Is It/Purpose? Tenants Voice is a group of tenants who contribute to and edit Open House the Council’s quarterly tenant newsletter which is delivered to every tenant and leaseholder in the borough. The newsletter is also available online and in reception. 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 landlord service publications.
Activity/Outputs
l Four editions produced annually inclusive of landlord service Annual Report to tenants l Community events, tenant involvement activities and options to get involved are routinely publicised
l Information provided on results from all customer satisfaction and feedback carried out across Landlord Service
l Performance information and progress against Tamworth’s Local Offers appears in each edition l Reviewed the Tenant Involvement annual Impact Assessment
l Contributed to the new Tenant Involvement publication
l Reviewed content for the new Council website
l Reports on special initiatives, updates and coregulation activities continue to be promoted
Outcomes
l Provides advice to tenants on important issues such as partnership working, new initiatives, service performance and changes in service delivery l The editorial panel ensures that written documentation is presented in a customerfriendly format
l Informs customers about key issues including estate inspections, ways to pay rent, new or improved services provided by Tamworth Borough Council and opportunities for involvement and consultation. The newsletter is
also used to promote the You Said, We Did campaign
l Produced several publications across Landlord Service to include the annual Impact Assessment of all tenant involvement activity, Annual Report to tenants and new Tenant Involvement introductory leaflet l Updated and revised content to be added to the new Tamworth Borough Council website
l Contributed to and reviewed correspondence in relation 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
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Tenant Involvement Impact Assessment
Estate Walkabouts What Is It/Purpose? The aim of an estate walkabout is to give tenants, Tamworth Borough Council staff and partner agencies the chance to work together to make sure that estates are places where people chose to live, now and in the future. They identify areas of concern such as litter, graffiti, car parking problems, issues in communal areas etc. Residents can make suggestions for improvements within the area to create more safer and sustainable communities to live in.
Activity/Outputs
l Four estate walkabouts were carried out at Glascote, Leyfields, Stonydelph and Tinkers Green
l Tenants on the database of involvement were formally invited to attend and give feedback on the walkabouts
l Tenants were invited via Open House and Tamworth Borough Council’s website
l Each walkabout includes a briefing session, a tour of the estate, a log of all issues identified and an action plan to address issues
Outcomes
l Increased opportunities for customers to meet Tamworth Borough Council staff in their local area and raise issues through face-to-face contact l Increase opportunities for Tamworth Borough Council staff to gain informal feedback from customers
l Officers and customers agree how to solve problems, or how to tackle any issues and agree an action plan. This includes what action will be taken, who has responsibility for ensuring that action is taken and the timescales for
actions to take place. Results are reported back on a regular basis through Open House as part of the You Said, We Did campaign
l Residents are able to influence the external environment of their immediate community in line with their priorities and create safer places to live l Better community cohesion
l Creates pride in the local area
l Increased accountability to residents by partners and 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 across ten wards. Each ward will be inspected once a year as part of a rolling programme. Estate inspections will be undertaken by the Estates Manager, Tenancy Sustainment Officer and Tenant Inspectors, 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, how these fit into the overall involvement programme and an overall review of outcomes, what has been achieved?
Level of Impact Tenant Involvement Impact Assessment
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Sheltered Housing Events Plant a Pot What Is It/Purpose? Successful Plant a pot events have taken place over the last two years at several 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 with mobility issues to actively take part in a fun and inclusive gardening event, increasing mobility and tackling isolation.
Activity/Outputs l A successful plant a pot event was held at Annandale Housing sheltered scheme during May 2013
Outcomes
l Elderly residents, including those with mobility issues, are enabled to actively take part in a fun and inclusive gardening event, increasing mobility and tackling isolation. The events are supported by the Council’s Tenant Involvement and Caretaking team and have proved extremely popular over recent years
l Those who attended the event also planted pots for neighbouring residents who were unable to attend 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 informal and interactional events
Level of Impact
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Tenant Involvement Impact Assessment
Customer Intelligence What Is It/Purpose? Surveys and consultation are a way of obtaining views and feedback from tenants about a specific service 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 with members of landlord service staff. This enables the Council to build up a picture of tenants’ views to help monitor performance and shape service improvements.
Activity/Outputs l Monthly complaints satisfaction surveys are carried out for those customers that have had direct experience of the corporate complaints process Tell Us
l Pre-walkabout surveys are sent to residents who have actively shown an interest in attending an arranged walkabout but are not able to attend on the day
l Repairs Focus Group
l Regeneration consultation and weekly drop-in events
l Quarterly anti-social behaviour satisfaction survey l Finding a Home satisfaction survey l ASB focus groups
l Quarterly New Tenant questionnaire
Outcomes
l High-rise lift refurbishment consultation
l Intergenerational Cook and Healthy Eating Consultation l Environmental works satisfaction survey
l Tenant feedback and consultation enables direct customer involvement in shaping and influencing landlord service delivery
l The Finding a Home website has been updated to advertise empty garages
l Survey results and feedback are used to understand comparative satisfaction and make recommendations for service improvement
l Pre-walkabout surveys give residents the opportunity to have a say about their local environment and highlight improvements they would like to see in their area
l Good quality feedback at minimal cost
l Tenant feedback has resulted in enhanced contractor communication with customers
What next? l STAR survey will be carried out 2014-2015
l Monitor customer satisfaction with the anti-social behaviour procedure and share results through the 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 Assessment
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Training and Development Opportunities What Is It/Purpose? In-house and external training/workshop opportunities equip tenants with the necessary skills and knowledge to achieve a high level of tenant involvement and empowerment in landlord services performance management and decision making.
Activity/Outputs
l A workshop and presentation session was arranged for tenants on the Rental Exchange. The Big Issue Group and the information services company Experian are working with landlords across the UK to give tenants an opportunity to improve tenants’ credit rating
l Tenant Inspector workshop and Suzy Lamplugh/ lone working training l Tenants have taken part in several workshops
Outcomes
l Tenants were able to gain a greater awareness on how to improve their credit report, how to access affordable credit and how to be aware of better tariffs for utilities, insurance and phone contracts. Information was also given on how a persons’ actions can lead to the refusal of credit facilities l Increased awareness of personal safety and maintaining a safer working environment for volunteer tenant inspectors
and awareness sessions to include performance management, welfare reform, business planning
l A training skills and knowledge matrix was developed and shared with the Tenant Consultative Group to assess what training and awareness is required by tenants to ensure active engagement and understanding in the role of scrutiny
l Assisted tenants to improve their knowledge, skills and confidence to take part in service reviews and reality checking
l Allow tenants to have a greater say in service delivery and performance and influence decisions made across landlord service
l Empower tenants, helping them to be more confident in engaging with their landlords and leading 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
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Tenant Involvement Impact Assessment
Intergenerational Cook and Healthy Eating programme What Is It/Purpose? The Intergenerational cook and healthy eating programme is co-ordinated and supported by the Council’s Tenant Regulatory & Involvement Team in partnership with Community Together CIC. It allows tenants of all 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, all through cooking and working together. The objectives of the programme are to:
l Increase the numbers of residents taking part in healthy eating promotional activities, especially
those groups who are traditionally considered ‘hard to reach’
l Increase the availability and promotion of healthy food choices
Activity/Outputs l To create better understanding between generations, to share learning and knowledge and to develop the cooking skills of participants l Enhance physical and emotional well-being, promote good mental health and support participants’ needs while welcoming their individuality and differences
l Participants develop the necessary skills on budgeting in the preparation of cooking healthy meals for families on low incomes. Dishes that are prepared during the course of
Outcomes
l Enhances physical and emotional well-being, promotes good mental health and supports participants needs whilst welcoming individuality and differences.
l Participants develop the necessary skills around budgeting in the preparation of cooking healthy meals for families on low incomes
l Increases community knowledge and awareness of healthy food and lifestyle choices l Creates supportive and accessible environments for healthy eating l Supports community action and increases intergenerational activities
the programme demonstrate other health aspects such as sourcing ingredients, food preparation and hygiene
l Participants are offered the opportunity to take part in a one-hour online Food Hygiene Course, Level 2. This is City & Guilds accredited and awarded through Virtual College. This online course is aimed at anyone working or considering work in the food and drink industry. This is formally known as Foundation or Basic Food Hygiene and the online course maps to industry standards in food safety and hygiene. l Raises awareness of access to healthy affordable food l Increases confidence and/or skills in using fresh fruit and vegetables in the preparation and cooking of healthy food
l Raises awareness of the impact of a healthy food intake upon physical and mental wellbeing l Increases budgeting skills for participants on low levels of disposable income
l To achieve Food Hygiene, Level 2 City & Guilds accredited through Virtual College l Increases employment opportunities through the development of personal skills
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 between Landlord Service and Community Development
Level of Impact Tenant Involvement Impact Assessment
17
Landlord Service Tenants Conference What Is It/Purpose? The tenants’ conference took place at Tamworth Assembly Rooms on Tuesday 25 March 2014. The event was organised to give Tamworth tenants the opportunity 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/Outputs
l Landlord Services Conference was held at the Assembly Rooms on 25 March 2014
l The conference was opened by Councillor Michael Greatorex, Portfolio Holder for Public Housing & Vulnerable People, who welcomed all delegates and briefly spoke about the aims of the conference, arrangements for the day and introductions to the panel of guest speakers l The event was split into two sessions. The first, 12-2pm featured a number of guest speakers including Tony Goodwin, Chief Executive of Tamworth 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, Estates Manager. This session also included a series of
Outcomes
l Launched business planning for Landlord Services and encouraged feedback from tenants l Shared achievements of partnership working with the community hub and highlighted forthcoming joint challenges
l Promoted the future of social housing in Tamworth in the light of current government changes
l Promoted the good work, challenges and achievements of Landlord Services over the last 12 months
l Shared Decent Home achievements from Mears l Showcased the environmental work programme/achievements from a tenant perspective
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Tenant Involvement Impact Assessment
tenant case studies across Landlord Services and a question and answer session to the panel of speakers. This was concluded by a buffet lunch
l During the lunch period, delegates were given an additional opportunity to put questions to the panel of guest speakers
l The afternoon session, 3-7pm, was a drop-in event, to welcome all to attend at a time to suit. There was a large number of exhibition stands and free help and advice
l Positive case studies were demonstrated through the use of interactive video clips l Attendees received a comprehensive pack full of informative information and key material for the purpose of the event
l Provided the opportunity for customers to meet key partners with an afternoon of exhibition stands, displays and presentations l Provided positive partnership working between tenants and Tamworth Borough Council l Encouraged the involvement and feedback of tenants from all communities in the decisionmaking and future improvement of services
l The event gave tenants an opportunity to have their say and converse with housing staff and other departments across the Council on issues directly affecting them
Overall Summary l 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% either very or fairly satisfied
l Exhibitions - 98% either very or fairly satisfied
l Organisation of the event - 100% either very or fairly satisfied l Administration prior to the event - 93% either very or fairly satisfied
Landlord Services is committed to continued service improvement. While there is a robust programme of mechanisms already in place to consistently compare tenants satisfaction with housing services, a biannual conference is considered a key contributing factor to focus on customer perspective and identify opportunities for improvement.
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 in preparation for the next tenant conference l Tenants who attended the conference will be personally invited to other tenant involvement activities/initiatives
Level of Impact
Tenant Involvement Impact Assessment
19
Regeneration at Tinkers Green and Kerria estates Consultation/Drop in events What Is It/Purpose? Consultation events have been organised for tenants affected by the regeneration project at Tinkers Green and Kerria Estates.
Activity/Outputs
l Several consultation events have been held with residents throughout 2012-2014 l The Independent Tenant Friend acts as the main conduit for all tenant liaison as part of the regeneration project l The weekly drop-in event at Tinkers Green was used as part of the consultation process for feedback on the draft decant policy
Outcomes
l Enables useful feedback from tenants, highlighting key issues to be addressed l Raises questions about the process of redevelopment and its implications
l The Council issues a newsletter to residents at both Tinkers Green and Kerria estates informing them of progress made with the regeneration proposals. The newsletter has also included information on the relocation of residents from Cottage Walk and Leisure Walk as well as details on the initial consultation into the council’s rehousing process and details of the consultant team appointed to steer the planning and design stages
l Consultation events have enabled useful feedback to be gathered on a range of matters including environmental quality, housing, community spirit, anti-social behaviour and local facilities provision, which will in turn inform the planning and design process
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 Tinkers Green and Kerria estates
l The Independent Tenant Friend will continue to act as the main conduit for all tenant liaison and enquiries for the duration of the project
Level of Impact
20
Tenant Involvement Impact Assessment
Organised visits to repairs contractor call centres What Is It/Purpose? Tenants requested the opportunity to visit both Mears and Morrison call centres to gain a better insight into the working operations around call handling and the appointment system.
Activity/Outputs
l Two organised visits to Mears and Morrison call centres to meet staff and operatives and view the working practices around call handling, the processing of appointments and void procedures
Outcomes
l Tenants were given the opportunity to meet staff and operatives and develop a greater understanding around the working operations of a call centre
l Open question and answer session with staff
l Discussed the principles of customer care and communication with vulnerable tenants
l Tenants gained a greater understanding around call handling, the processing of appointments and practises around void procedures
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
Tenant Involvement Impact Assessment
21
Anti-Social Behaviour Service Improvement Group What Is It/Purpose? This group meets half-yearly or as and when required. 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
l Held five meetings throughout the year
l Web pages introduced and updated accordingly
l Mystery shop of the initial ASB complaint service carried out through January 2014
l Open House articles proposed and published
l Mystery shopping workshop carried out in December 2013
l CAS demonstration as requested by the group. CAS is a management system tool for the recording and monitoring of all ASB incidents l Factsheet library introduced and the group is continuing to build on the introduction of additional factsheets
l Information leaflets reviewed by the group and included on the website
l Development of a Service Improvement Plan alongside the Accreditation Action Plan l Interim Accreditation Report produced with foreword from group members l Tenancy Support Directory reviewed and included on the website
l ASB – new legislation – awareness session with the group on how to access this l PCC Plan 2013-2018
Outcomes l Performance reviewed quarterly (including satisfaction, closed, resolved and unresolved cases, how long cases are open, repeat perpetrators, cases resolved by early intervention, enforcement, etc.) l All new processes agreed by the group
l The group agreed who to trial through mediation resulting in a Service Level Agreement for 12 months in 2014-2015
l The group has received a demonstration of the ASB Case management system to increase understanding of how the Tenancy Sustainment Team manage ASB cases l Agreed to introduce focus groups for dissatisfied customers of ASB (started January 2014)
22
Tenant Involvement Impact Assessment
l Successful mystery shop of the initial ASB complaint service – agreed to repeat in 12 months l Leaflets have been reviewed, updated and added to the website
l Local Offers have been agreed for 2014-2015 and added to all ASB acknowledgement letters as required in the ASB assessment l Service Improvement Plan, alongside the Accreditation Action Plan, has been produced l Interim Accreditation Report produced
l Factsheets agreed by the group and added to the Factsheet library
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 corporate themes 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
Tenant Involvement Impact Assessment
23
If you, or someone you know, require this information in an alternative format or language please phone the Tenant Involvement Team on 01827 709448, or email tenantinvolvement@tamworth.gov.uk. 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 709448 Freephone: 0800 183 0454 Tenant Involvement Team, Tamworth Borough Council Marmion House, Lichfield Street, Tamworth, Staffordshire, B79 7BZ Email: tenantinvolvement@tamworth.gov.uk
Designed and produced by Tamworth Borough Council
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