Tenant Involvement Impact Assessment
Tenant Involvement Impact Assessment 2014-2015
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Tenant Involvement Impact Assessment
Introduction Welcome to Tamworth Borough Council’s sixth Tenant Involvement Annual Impact Assessment. This report shows the real impact of all tenant involvement activities over the past year (1 April 2014 – 31 March 2015). 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 where tenants live 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. Customers can have a real influence in 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 in 2013/14 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, consists of two 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 For
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 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 2014-2015 The following shows the wide range of involvement opportunities where tenants have engaged with landlord services over the financial period 2014-2015. In total there have been more than 100 different events/activities/initiatives where tenants have actively engaged with staff through different events arranged in the morning, afternoon, evening and at weekends.
Total customers consulted Over the year 2014-2015 we have consulted and engaged with more than 1,500 tenants through one of the involvement options listed below.
When are customers consulted? Tenant activities/events/ initiatives
Morning involvement
Afternoon involvement
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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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Supported/sheltered housing events
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Tenants Conference
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ASB Service Improvement Group
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Cook and Healthy Eating Project
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Training and 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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Estate Inspections Community events
Evening/weekend involvement
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 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 l Bi-monthly updates on the environmental works programme, group discussions and voting on what proposed projects should be taken forward l Bi-monthly updates on Welfare Reform changes and the impact this will have on Tamworth Borough Council tenants l Question and answer session on grounds maintenance with Chris Silk (Street Scene)
l Discussions on forthcoming Department for Communities and Local Government (DCLG) consultations
l Updates and discussion on the Housing Revenue Account Business Plan l Agreed the design for the Christmas and Easter rent campaign posters
l Received updates and reports against Landlord Service customer satisfaction calendar 2014-2015
l Question and answer session with Sarah McGrandle (Head of Environmental Management) l Regular tenant scrutiny on the performance of services
l Updates on estate-based events – Plant a Pot, estate inspection programme and the intergenerational Cook and Healthy Eating Project
l Presentation and discussion on the review of the Allocations Policy
l Information on the implication of lift renewals in the high-rise flats and service charges for leaseholders l Regular updates on the installation of a sprinkler system to high-rise properties
l Question and answer session with Mears
l Monthly updates on the Cabinet forward work plan
l Regular updates on the Tinkers Green and Kerria regeneration works and a review of the plans for both regeneration sites l Group members involved in a master planning workshop with GVA Consultants on the regeneration works
l Feedback from the bi-annual tenants conference l Presentation and question and answer session on the rental exchange for customers
l Information on the rent increase for 2015 and how this was calculated l Information on the capital works completed during 2013-14 and the programme of works agreed for 2014-15 l Group members attended a focus group to discuss the potential introduction of service charges with CIH consultant Dave Smethurst
Tenant Involvement Impact Assessment
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Outcomes l Recommendations made on priority environmental works to take forward for 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 rent on time and reducing arrears
l New members joined the group during 2014 and made an active contribution at monthly meetings
l Programme of planned works agreed for 2014-15 l Monthly monitoring of landlord service performance and Cabinet forward work plan
l Group members made an active contribution toward the regeneration plans for Tinkers Green and Kerria estates l Opportunity to discuss and make recommendations on the proposed introduction of service charges
l Agreement to take forward the rental exchange scheme
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 Project 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 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 and other involvement initiatives such as the Intergenerational Cook and Healthy Eating Project l Assist in the action plan from the results of ‘STAR’ - Survey of Tenants and Residents 2015
Level of Impact 6
Tenant Involvement Impact Assessment
Tenant Involvement Group What Is It/Purpose? The Tenant Involvement Group closely monitors actions and performance targets set out in the Tenant involvement and Consultation Strategy 2013-16 and ongoing performance and customer feedback across Landlord Service.
Activity/Outputs
l Held five meetings throughout the year
l Consultation on the STAR survey 2015
l Regular reviews of the Tenant Involvement and Consultation Strategy Action Plan 2013-2016
l Group involved in compiling the Local Offers document ready for consultation
l Updates and progress reports across all tenant involvement activities and initiatives
l Consulted on the introduction of a tenant involvement incentive scheme
l Updates and quarterly reports on the Landlord Service Customer Satisfaction Calendar 2014 2015 l Regular updates on Landlord Services Performance Indicators
Outcomes
l Involved in the production of Landlord Services Annual Report 2013-2014
l Involved in the delivery and planning of tenant involvement activities l Reviewed local offer and service standard information from other housing providers
l Updated on the annual estate inspection programme for 2015-2016 and previous years’ impact assessment
l Updated the Tenant Involvement and Consultation Strategy Action Plan 2013-2016
l Discussed the impact assessment of the first annual estate inspection programme
l Continued to monitor all customer feedback and performance to improve overall satisfaction with Landlord Services
l Agreed the final questions and themes for the STAR survey 2015
l Reviewed all customer intelligence from the Landlord Service annual satisfaction calendar 2014-2015
l Made further recommendations in relation to the introduction of a tenant involvement incentive scheme
l Contributed to the Annual Report and Local Offers document
What next? l Publicise the review of Tamworth’s Local Offers in Open House e-newsletter and on the web l Assist in the action plan from the results of STAR - Survey of Tenants and Residents 2015
l Develop the proposal for a tenant involvement incentive scheme for continued tenant involvement and engagement
l Contribute toward the end of year Customer Intelligence Report and Annual Report to tenants 2014-15
Level of Impact
Tenant Involvement Impact Assessment
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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 look at 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 information. The Anti Social Behaviour Service Improvement Group has its own Terms of Reference.
Activity/Outputs
l The group was provided with Information on the Building Resilient Families in the Community (BRFC) programme
l Information on the new Something's Not Right confidential initiative
l Update on the community trigger
l Group advised of the new mediation service level agreement with Right Mediation
l Factsheets provided on ASB-related issues
l The group agreed that the mystery shop conducted had not been effective and requested the Anti-Social Behaviour Project Officer to consider an alternative way of evaluating customer intelligence
l Updates provided on the ASB accreditation process
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 New methods of effectively 'shopping' the service to be considered following an unsuccessful Mystery Shop exercise
l Further understanding gained of the role of the PCSO in the community
l An overview was presented on the role of a PCSO
l Electricity tampering factsheet introduced and added to the website. The group requested for the factsheet to be delivered to all blocks of flats l Information presented to the group on performance against other housing providers
l Following a review of the ASB local offers, the group agreed that these were still fit for purpose for 2015/16 l Mediation SLA agreed with Right Mediation
l Fact sheets agreed by the group and added to the Factsheet library on the web l A barbecue factsheet was suggested by the group to raise awareness of associated dangers
What next? l Draft terms of reference for discussion
l Training to be arranged on the new legislation
l Continued updates on the ASB Accreditation process l Preparation for the ASB Re-Accreditation
l Briefing on the Restorative Justice Scheme
l Community Wardens to be invited to a future meeting to give an overview of their role
l Ongoing articles and news to be published on the web and through the Open House e-newsletter l Continue to monitor and report quarterly performance
Level of Impact 8
Tenant Involvement Impact Assessment
Complaints Review Panel What Is It/Purpose? As part of the tenant involvement and co-regulation standard, the Council has 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 l Four meetings held during the year
l Reviewed anonymised information relating to all complaints received across Landlord Service l Reviewed customer intelligence data on complaint handling
l Based on information provided, the panel has the power to make recommendations regarding service improvement l The Panel reviewed Mears contact and complaint closure letters
l Received regular updates on the progress against previous recommendations in relation to Mears
l Discussed emerging trends and suggestions for service improvement l Feedback on quarterly responses from the complaints telephone survey
l Quarterly discussion with Mears regarding outstanding complaints and the reasons for delays in resolution l Reviewed feedback on stage two and stage three response letters
l The Panel assisted in the production of a staff directory for Councillors to ensure enquiries are directed to the most appropriate person/team l The panel reviewed customer intelligence information to be input as part of HouseMark
Outcomes l A ‘library’ of good response template letters have been compiled for staff following recommendations from the Panel to include more detailed and comprehensive information within stage one and two response letters l Developed a staff directory for Councillors to ensure enquiries are directed to the most appropriate person/team in the first instance
l More customer intelligence information to be presented in relation to the corporate Tell Us
stage process in addition to detailed information across service areas
l Recommendation from the Panel for Mears call centre staff to always offer job reference numbers when customers call to report a repair
l Recommendations presented to Mears from the review of Mears contact and complaint closure letters
What next? l The Group will work with the Head of Customer Services in the review of the corporate Tell Us Policy
l The panel will compile a user friendly guide to assist customers in making a complaint as part of the wider Tell Us review l Tenants invited to shadow Mears call centre staff
Level of Impact Tenant Involvement Impact Assessment
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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 and Involvement Team.
Activity/Outputs l Four meetings held during the year
l Presentation from Eat Well Staffordshire with information on maintaining a healthy diet and how the scheme can support people in their home
l Advice given from a Slimming World representative on maintaining a healthy weight and lifestyle. Details provided on healthy and high calorie/sugar foods that should be limited
l Diabetic nurse specialists provided information on Type 1 and Type 2 diabetes and discussed the symptoms of each and the different methods of controlling the illness l Updates on the food and toiletries collections donated to Tamworth Foodbank
l Presentation from the Community Falls team on how to reduce the risk of falling in the home
l Plant a pot event at Magnolia Sheltered Scheme discussed l Information on continence issues and associated foods and drinks that can affect this condition
l Group members agreed to contribute to the ‘rucksack’ appeal for homeless people. Collections to be arranged at each of the schemes l Advice given on medicine management and discussing medicine requirements with GPs and pharmacists to prevent waste, as well as ensuring that the medication received is the most suitable
l Regular updates on the poppies being knitted by group members and the amount raised from their sale for the Royal British Legion
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Tenant Involvement Impact Assessment
l Information presented to the group on the work of the Clean Neighbourhoods Officer and the Community Wardens including information on flytipping, littering, dog fouling and dealing with abandoned vehicles
l Group members agreed to assist with knitting a Mercian Flag to be displayed on Tamworth Castle as part of the I Am Tamworth celebrations l Information on the work of the Anti-Social Behaviour Officer, what is classified as anti-social behaviour and useful telephone numbers for reporting problems l The Community Safety Officer from Belgrave Fire Station advised group members on fire safety within the home and how to access free fire safety checks
l Regular updates on events and activities that members can get involved in including the Intergenerational Cook and Healthy Eating Project, estate inspections and tenant inspector cleaning audits
Outcomes l Raised awareness and useful tips on fire safety within the home
l Increased awareness of the impact of healthy food intake upon physical and mental wellbeing and general increased knowledge and understanding of healthy eating and healthier lifestyle choices l Raised awareness on incorporating a more active and healthier eating regime into daily life to generally improve health, greatly increase a person's longevity, boost self-esteem, mood, sleep quality and energy, as well as reducing the potential risk of stress l Increased awareness on how to prevent falls within the home. The Falls Team will aim to ensure clients receive the most appropriate assessment, treatment, advice and information to reduce the risk of falls in the future and to maximise confidence and independence in an ageing population
l Group members had the opportunity to get involved in knitting poppies for the Royal British Legion and knitting squares for the Mercian Flag. Activities of this nature tackles issues of social isolation and loneliness and increase social
skills, confidence and interaction among other elderly residents
l Reporting information on anti-social behaviour will serve to strengthen communities and ensure that public spaces are clean and safe and victims and witnesses of anti-social behaviour are protected and supported. This will also serve to encourage residents to take responsibility for their immediate environment and community resulting in cleaner, safer and healthier estates l Charitable donations of food, toiletries and basic essentials by residents have helped to support struggling and/or homeless residents across Tamworth borough
l Increased awareness of the risk factors around Type 2 diabetes as well as general awareness of symptom and control management
l Opportunity to become involved in tenant events and activities across the borough including the Intergenerational Cook and Healthy Eating Project, estate inspections and tenant Inspector audits
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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Tenant Inspectors What Is It/Purpose? Landlord Service empowers Council housing tenants to act as Tenant Inspectors. The aim of this scheme is to:
l audit how services are being delivered
l improve the quality of services provided
Activity/Outputs
l Tenant-led audits of communal cleaning have been undertaken across 10 sheltered schemes and six high-rise blocks of flats
l All Tenant Inspectors are provided with training and ongoing support
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 build skills and confidence of those customers who come forward to become Tenant Inspectors
l Tenant Inspectors have identified issues on estates as part of the wider environmental works programme
l Inspectors use a range of techniques including reality checks; site visits, mystery shopping etc
l Tenant Inspectors have made recommendations to the Environmental Works Panel for future improvements across Tamworth borough 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 Continue to work with Tenant Inspectors who play a vital role in checking the quality of services provided 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 and Involvement Team
l Tenant Inspectors will audit all areas that receive a communal cleaning service following the Cabinet decision on 9 July to introduce service charges for those in receipt of a communal cleaning and communal facilities service l Tenant Inspectors will work with the Tenant Regulatory and Involvement Team in carrying out face-to-face surveys with tenants that 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 TBC’s Repairs Policy inclusive of the void lettable standard during 2015/16
Level of Impact 12
Tenant Involvement Impact Assessment
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 where there is 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-todate information. ‘Tenants Voice’ is also an editorial panel for all other landlord service publications.
Activity/Outputs
l Three formal meetings held during the year
l The group assists with both the production of Open House, the Annual Report to tenants and annual Impact Assessment of all tenant involvement activity
l The group ensures that the newsletters are relevant to tenants and up-to-date. In addition, members assist with proof-reading the newsletters to ensure they are written in Plain English l Involvement options and outcomes from tenant involvement initiatives are routinely published
Outcomes
l E-newsletter produced bi-monthly
l The editorial panel ensures that written documentation is presented in a customerfriendly format
l Key publications inform customers about issues such as estate inspections, customer satisfaction, performance, consultation and engagement etc
to actively target engagement from those tenants traditionally considered ‘hard to reach’
l Information is provided on results from all customer satisfaction and consultation l Reviewed Tamworth’s Local Offers
l Provides information to tenants on all relevant housing matters
l Reviewed and updated Tamworth’s Local Offers as part of a wider consultation exercise
l Assisted in compiling a ‘library’ of good practice complaint response letters
What next? l Increase the number of active email addresses for tenants to receive Open House by email
l Continue to use Tenants Voice for all Landlord Service publications, literature and web information l Assist in the review of the corporate Tell us Policy and produce a customer friendly user guide when making a complaint
Level of Impact Tenant Involvement Impact Assessment
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Estate Inspections What Is It/Purpose? The purpose of the 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 areas 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 Council’s 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
l 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 l Estate Inspections will be undertaken by the Estates Manager, Tenancy Sustainment Officer for the area, tenant inspectors and Tenant Regulatory and Involvement Team
l The outcome and actions for all inspections will be reported on the web as part of You Said, We Did, in Open House, and will form part of the annual Impact Assessment for all tenant involvement activity l Partnerships with local agencies such as the Fire Service, Police and Staffordshire County Council
Outcomes
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 agencies
l 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 and 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)
l Increased opportunities for customers to meet Tamworth Borough Council staff in their local area and raise issues through face-to-face contact
l Identify potential future estate improvements
Estate inspections will:
l Identify defective street lighting and estate furniture
l Provide a high profile presence on estates l Ensure cleaner, attractive and safer neighbourhoods
l Improve the physical condition of estates through quick responses to residents' concerns
l Clear communal areas of fly tipping/graffiti/rubbish
l Identify overgrown gardens/shrubbery
l Ensure agencies take responsibility for issues identified within their remit
l Identify potholes and surface perishing to hard surfaces and uneven and broken paving
What next? l Arrange pre-briefing meetings for the year
l Update the annual programme for 2015/16 and all supporting literature
l Undertake an annual Impact Assessment of the estate inspection programme 2015-2016
Level of Impact 14
Tenant Involvement Impact Assessment
Intergenerational Cook and Healthy Eating Project What Is It/Purpose? The Intergenerational Cook and Healthy Eating project has been co-ordinated and supported by the Council’s Tenant Regulatory and Involvement Team in partnership with Community Together CIC. Intergenerational practice permits both older and younger participants to be involved in the design and delivery of projects/activities to enable shared and mutual benefits for both generations. This project allows people of different ages to share their skills through the activity of healthier cooking and eating. The objectives of the programme are to:
l Deliver a range of structured healthy eating events to increase familiarity with the balance of good health and lifestyle choices l Facilitate practical healthy eating activities involving the participation of those groups traditionally considered ‘hard to reach’
l Increase the availability and promotion of healthy food choices through opportunities for participants to learn more about how the food they eat can impact on their health and to improve their confidence in selecting and cooking healthier meals
Activity/Outputs
l Create a better understanding between generations, to share learning and knowledge and to develop the cooking skills of participants
l Create opportunities for participants to be better informed and prepared to make healthier lifestyle choices
l Increase the confidence and skills of those taking part and help promote self esteem while working in a team environment to contribute to increased employment opportunities
l Demonstrate additional health aspects to include sourcing ingredients, food preparation, food labelling and hygiene
l Develop skills and knowledge around healthier eating and options through learning about alternative cooking methods
l Enhance physical and emotional well-being, promote good mental health and support participants needs while welcoming their individuality and differences
l Develop and increase the necessary skills and confidence for budgeting in the preparation of well balanced meals for families on low levels of income
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Outcomes l Increased community knowledge and awareness of healthy food and lifestyle choices
l Raised awareness of the impact of a healthy food intake upon physical and mental wellbeing
l Supported community involvement and increased intergenerational activity
l Achieved Food Hygiene, Level 2, City and Guilds accredited certificate awarded through Virtual College
l Created supportive and accessible environments for healthy eating
l Raised awareness of access to healthy affordable food choices
l Increased confidence and/or skills in using fresh food in the preparation and cooking of healthy food
l Increased budgeting skills for participants on low levels of disposable income
l Increased employment opportunities through the development of personal skills
In addition to the above, all participants were offered the opportunity to take part in an online Food Hygiene Course, Level 2. This is a City and Guilds accredited certificate awarded through Virtual College. This 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 conforms to industry standards in Food Safety and Hygiene.
What next? l The Intergenerational Cook and Healthy Eating Project will continue as an annual programme over the next three years l Continue to increase the representation and engagement of younger tenants in addition to others traditionally considered hard to reach l Extend the project to non-tenants as part of the wider Housing and Health agenda
l Undertaken an impact assessment of the Cook and Health Eating projects delivered during 2015/16 and 2016/17
Level of Impact
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Tenant Involvement Impact Assessment
Sheltered Housing Events Plant a Pot What Is It/Purpose? Successful Plant a Pot events have taken place over the last two 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 with mobility issues to actively take part in a fun and inclusive gardening event thereby increasing mobility and tackling issues of social isolation.
Activity/Outputs l Successful Plant a Pot events carried out at two of housings sheltered schemes as part of a rolling programme l Tables and chairs are erected outside to assist those that are more vulnerable to falls.Â
Outcomes
l Elderly residents, including those with mobility issues, can actively take part in a fun and inclusive gardening event, thereby 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 Containers are provided which are attractive and ideal for those with limited mobility and are low maintenance to look after
l Those who have attended the event have also planted pots for neighbouring residents who were unable to attend due to poor health/mobility
l Any gardening activity is considered beneficial for elderly 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 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 Tenant Involvement Impact Assessment
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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 who have had direct experience of the corporate complaints process Tell Us l Anti-social behaviour satisfaction survey l Perpetrator survey
l Finding a Home satisfaction survey l ASB Mystery shopping
Outcomes
l New Tenant’quarterly questionnaire l Regeneration engagement
l Intergenerational Cook and Healthy Eating Consultation l Environmental works satisfaction survey l Local Offers Consultation
l Service Charge Focus Group
l Tenant feedback and consultation enables customer involvement into shaping and influencing landlord services
l Tenant feedback has resulted in enhanced contractor communication with customers
l Survey results and feedback are used to understand comparative satisfaction and make recommendations for service improvement
l Ensure customer expectations continue to be reflected in Tamworth’s Local Offers
l Good quality feedback at minimal cost
l Raise questions or concerns about the potential for the introduction of service charges
l The Finding a Home website has been updated to include advertising for empty garages
What next? l STAR –Survey of Tenants and Residents to be carried out in 2015/16
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 2015-2016 l Review Landlord Service customer dashboard
Level of Impact
18
Tenant Involvement Impact Assessment
Tenant Involvement Impact Assessment
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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
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