Tenant Involvement Impact Assessment
Tenant Involvement Impact Assessment 2015-2016
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Tenant Involvement Impact Assessment
Introduction Welcome to Tamworth Borough Council’s seventh Tenant Involvement Annual Impact Assessment. This report shows the real impact of all tenant involvement activity over the past year (1 April 2015 – 31 March 2016). 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 was reviewed in 2013/14 following an independent health check carried out by the Tenant Participatory Advisory Service (TPAS). Following this recent review 2016/2017, the Tenant Involvement and Consultation Strategy will not be reviewed again until 2019/2020. 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. 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 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 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 contribute towards ongoing reviews and services Tenant Involvement Impact Assessment
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How we’ve consulted with you during 2015-2016 The table below shows the wide range of involvement opportunities where tenants have engaged with landlord services over the financial period 2015-2016. There have been many 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 2015-2016 we have consulted and engaged with more than 1,300 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
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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 have their own constitution, code of conduct and expenses policy.
Activity/Outputs l Held 10 meetings throughout the year with an average attendance of eight members l Bi-monthly updates on the environmental works programme, group discussion and votes taken on proposed projects for the following financial year
l Bi-monthly updates on welfare reform changes and the impact on Tamworth Borough Council tenants l Information and updates on the sheltered housing review and how enhanced housing management will impact on Scheme Managers and sheltered scheme tenants l Discussions on forthcoming Department for Communities and Local Government (DCLG) consultations
l Regular tenant scrutiny on the performance of services l Updates on estate-based events – Plant a Pot, Estate Inspections and the Cook and Healthy Eating programme
l Focus group to discuss proposed changes to the tenancy agreement and suggested amendments put forward
l Monthly updates on the Cabinet forward work plan including strategic repairs options, the introduction of service charges and the sheltered housing review
l Update on the regeneration works and a group vote on the preferred dwelling types for Tinkers Green and recommendations regarding internal structure l Opportunity to attend a focus group to discuss the draft annual report
l Consultation on the 1% rent reduction and the proposed exemptions for sheltered and supported housing l Details on progress of the garage site redevelopment programme
l Information on structural works across the Borough and the role of Mears
l Discussion and workshops on the introduction of service charges including approximate costs and updates, tenant feedback, timetable of communication and consultation events
Tenant Involvement Impact Assessment
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Outcomes l Recommendations made on environmental works to take forward for 2015-16
l A number of documents revised and approved by TCG
l Transparent service delivery. Tenants are able to influence standards of service, policies and procedures
l New members joined the group during 2015 and made an active contribution at monthly meetings
l Monthly monitoring of landlord service performance and Cabinet forward work plan
l Opportunity to discuss and make recommendations on the introduction of service charges l Recommendation for improved customer information as part of structural works across the borough
l Group members made an active contribution toward the regeneration dwelling types for Tinkers Green and Kerria estates
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 monitor the outcomes of the annual programme of estate inspections and other involvement initiatives such as the Cook and Healthy Eating Project l Monthly monitoring of landlord service performance, intelligence and satisfaction
Level of Impact 6
Tenant Involvement Impact Assessment
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 Regular review of the Tenant Involvement & Consultation Strategy Action Plan 2013-2016
l Discussed proposed Tenant Incentive Scheme
l Updates and quarterly reports on the landlord services customer satisfaction calendar 20152016 l Regular updates on landlord services performance indicators
l Feedback from the Star Survey results
Outcomes
l Involved in the production of the Landlord Services Annual Report to tenants
l Feedback from the Local Offer Consultation l Involved in the review of the draft Health Inequalities Plan2015-2016
l Involved in the delivery and planning of all tenant involvement activities
l Review of the Tenant Involvement & Consultation Strategy Action Plan 2013-2016 in preparation for the new publication 2016-2019 l Discussed StarT survey questions to be implemented from 1 April 2016
l Updated the Tenant Involvement & Consultation Strategy Action Plan 2013-2016
l Discussed the impact assessment of the second 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 for the StarT surveys in relation to repairs, lettings, anti-social behaviour and complaints
l Reviewed all customer intelligence from the landlord services annual satisfaction calendar 2014-2015
l Contributed to the Annual Report to tenants and Local Offer document
l Made further recommendations in relation to the introduction of a tenant involvement incentive scheme
What next? l Publicise and promote the new Tenant Involvement & Consultation Strategy 2016-2019 l Implement and report against results from the StarT surveys
l Contribute towards the end of year customer intelligence report and Annual Report to tenants 2016-17 l Review all customer intelligence as part of the introduction of service charges
Level of Impact
Tenant Involvement Impact Assessment
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Anti-Social Behaviour (ASB) Service Improvement Group What Is It/Purpose? This group meets quarterly 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, selfassess landlord services 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 three meetings during the year
l Information on the role of the Clean Neighbourhood Officer
l Updates and review of the performance of the ASB service l Group members involved in ASB accreditation interviews l Regular distribution of new factsheets including disability hate crime, high rise flats access, hoarding, community trigger, mediation, cuckooing, stalking, drugs and community protection notices l Information on the new role of the Community Wardens
Outcomes
l Tenants are able to influence standards of service, policies and procedures l Group continues to monitor performance
l Proposed training for group members and other involved tenants on ASB legislation
l Consultation and review of ASB Policy and Procedure l Updated terms of reference for the group
l Overview of the role of Debra Castledine (ASB Victim and Witness Support Champion) l Feedback from focus groups
l Group members involved in interviewing members of staff about the ASB service
l Scrutiny of draft Witness Support Charter and victim support options l Consultation around new transactional ASB surveys
l Consultation around ASB risk assessments for alleged perpetrators of ASB l Guest speakers give members a better understanding of the roles performed by landlord services and partner agencies giving them the confidence to challenge
What next? l Reality Checking exercise – members who have received interviewing skills training to interview customer service staff and landlord services staff about how we deal with ASB l More guest speakers including the Police Anti-Social Behaviour Officer l Extend the factsheet library
l Review of the ASB policy and procedure
l Consider ASB legislation training (basic) for members of Service Improvement Group and Tenant Consultative Group l Agree local offers for the year ahead
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 established a Complaints Review Panel which was set up the beginning of 2011. The Panel reviews anonymised information relating to Tell Us complaints and service requests on a quarterly basis.
Activity/Outputs l Five meetings held during the year (including stage 2 and stage 3 review meetings)
l Reviewed anonymised information relating to all complaints received across landlord services l Reviewed customer intelligence data on complaint handling
l Based on information provided, the panel is empowered to make recommendations regarding service improvement
l Discussed emerging trends and suggestions for service improvement l Feedback on responses from the Tell Us survey l Quarterly discussions with Mears representatives
l Review and group feedback on stage 2 and stage 3 responses l Review of the Tell Us policy
Outcomes l The Panel hasmade several recommendations in relation to comments/complaints and service requests l Group have requested that housing solutions complaints are recorded with those received for landlord services
l Group to be involved in compiling a guide to complaining for customers
l Feedback to the Head of Customer Services in relation to the review of the Tell Us Policy
What next? l The panel will review all Cabinet Housing enquiries as part of a new process implemented in 2016 l Increase the number of tenant representatives on the Panel
l Finalise user friendly guide to assist customers in making a complaint
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 experiences and ideas and discuss issues relevant to their needs with the support of their Independent Living Manager and Tenant Regulation & Involvement Team.
Activity/Outputs
l Four meetings held during the year
l Two Plant a Pot events held at Bright Crescent and Sunset Close
l Information on waste and recycling procedures
l Sheltered scheme residents encouraged to work together to knit squares for a Mercian Flag as part of the Assembly Rooms celebrations l Presentation on digital inclusion
l Information on current scams in operation across the borough and guidance on how to prevent being a victim of scams l Consumer rights and energy efficiency information
l Question and answer session with StreetScene and TBC Tree Officer
Outcomes
l Raised awareness on how to keep homes safe from crime. Information and awareness on how to spot a scam and increased understanding on how people can protect themselves, their family and neighbours l The annual activity Plant a Pot enables elderly residents with mobility issues to actively take part in a fun and inclusive gardening event thereby increasing mobility in addition to tackling issues of isolation
l The group was provided with information on scams, consumer rights energy efficiency, recycling and digital inclusion and had the opportunity to ask questions and raise concerns l Group members had the opportunity to get involved in knitting squares for the Mercian Flag and blankets for the homeless
l The PCSO from Bolehall advised group members on how to keep their homes safe from crime over the Christmas period
l Regular updates on events and activities that members can get involved in including the Cook and Healthy Eating Project, estate inspections and tenant communal cleaning inspections
l Updates on the foodbank and toiletry collections l Question and answer session with repairs team
l Presentation from the Community CafĂŠ team on the different groups and events they organise including seated exercise classes, positive steps project and basic IT courses
l Group members encouraged to get involved in knitting squares for blankets for the homeless or those in need in Tamworth l The charitable donations of food and toiletries have helped to support struggling and/or homeless families across Tamworth borough l Opportunity to become involved in tenant events and activities across the borough including the cook and healthy eating project and plant a pot events
l There are many benefits to organised activities and initiatives from providing opportunities for social interaction and reducing the feeling of isolation, activity and inclusion, enhanced community cohesion, increased confidence, selfesteem, increase in new skills, improved physical fitness, reducing the risk of falls by improving strength and balance, improving cognition and incorporating a more active regime into daily life will generally improve health and greatly increase a person's longevity
What next? l Continue to deliver presentations/ information and updates to the group from landlord services, other organisations and partner agencies
Level of Impact 10
Tenant Involvement Impact Assessment
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
l build skills and confidence of those customers who come forward to become Tenant Inspectors
Activity/Outputs l 55 tenant-led communal cleaning audits have been undertaken across all sheltered schemes and high rise blocks of flats
l All tenant inspectors are provided with annual training and ongoing support l Inspectors use a range of techniques including reality checks; site visits etc.
Outcomes
l Tenant Inspectors have identified issues on estates as part of the wider environmental works programme l Review of the communal cleaning audit programme in preparation for the introduction of service charges
l Tenant-led inspections are a way of involving tenants in the review and development of landlord services
l Feedback from tenant inspectors forms part of overall performance monitoring
l Tenant inspectors are empowered to call managers to account if services do not meet required standards
l Inspections identify good and bad practise
l Tenant inspectors monitor the quality of service delivery against defined standards and undertake on-site inspections
l Tenant inspectors have made recommendations to the Environmental Works Panel for future improvements across Tamworth estates
l Provides a positive relationship with tenants
l Members of the group have promoted their work within their neighbourhood to help empower tenants elsewhere
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 be 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 audit all areas that receive a communal cleaning service following the introduction of service charges from 4 April 2016
l Tenant inspectors will work with the Tenant Regulatory Team to carry out satisfaction surveys with tenants who receive a communal cleaning service l New inspectors will attend personal safety training
l Tenant Inspectors will be involved in the review of TBC’s Repairs Policy inclusive of the void lettable standard during 2016/17
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 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-to-date information. Tenants Voice is also an editorial panel for all other landlord service publications.
Activity/Outputs
l Three meetings held during the year l E-newsletter produced bi-monthly
l Group reviews all articles submitted for inclusion and are able to make suggestions for amendments l Community events, tenant involvement activities and options to get involved are routinely publicised
l Group involved in the review and update of new tenant surveys and tenant recruitment leaflet
Outcomes
l E-newsletter produced bi-monthly
l The editorial panel ensures that all information is presented in a customer friendly format l Key publications inform customers about issues such as estate inspections, customer satisfaction, performance, consultation and engagement, new initiatives etc.
l Provides information to tenants on all relevant housing matters l Informs customers about key issues, new or improved services provided by Tamworth Borough Council and opportunities for involvement and consultation
What next? l Increase the number of active email addresses for tenants to receive the Open House by email l Continue to use Tenants Voice for all landlord services publications, literature and website information
Level of Impact 12
Tenant Involvement Impact Assessment
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 live 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 & Involvement Team
l 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 enewsletter and will form part of the annual Impact Assessment for all tenant involvement activity l Partnerships with local agencies such as the
Outcomes Estate inspections will:
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 Identify potential future estate improvements l Identify overgrown gardens/shrubbery
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
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 & 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 Clear communal areas of fly tipping/graffiti/rubbish
l Identify defective street lighting and estate furniture
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 Diarise pre-briefing meetings for the year
l Update the annual programme for 2016/17 and all supporting literature l Work closer with the local PCSOs to target perceived hot spots
l Undertake an annual Impact Assessment of the estate inspection programme 2016-2017
Level of Impact Tenant Involvement Impact Assessment
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Cook and Healthy Eating Project What Is It/Purpose? The Cook and Healthy Eating project has been co-ordinated and supported by the Council’s Tenant Regulatory & Involvement Team in partnership with Community Together CIC. This project facilitates a skills exchange process between generations 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
Activity/Outputs
l Create a better understanding between generations, to share learning and knowledge and to develop the cooking skills of participants
l Develop skills and knowledge around healthier eating and options through learning about alternative cooking methods l Increase participants confidence/skills and help promote self esteem while working in a team environment l Enhance physical and emotional well-being, promote good mental health and support participants needs while welcoming their individuality and differences
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
l Contribute to increased employment opportunities
l Create opportunities for participants to be better informed and prepared to make healthier lifestyle choices
l Develop and increase the necessary skills and confidence relating to budgeting in the preparation of well-balanced meals for families on low levels of income l Demonstrate additional health aspects to include sourcing ingredients, food preparation, food labelling and hygiene
Outcomes l Increased community knowledge and awareness of healthy food and lifestyle choices l Created supportive and accessible environments for healthy eating l Supported community involvement and increased intergenerational activity 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 meals
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Tenant Involvement Impact Assessment
l Raised awareness of the impact of a healthy food intake upon physical and mental wellbeing
l Increased budgeting skills for participants on low levels of disposable income
l Achieved Food Hygiene, Level 2, City & Guilds accredited certificate awarded through Virtual College l Increased employment opportunities through the development of personal skills
In addition to the above, all participants are offered the opportunity to take part in an online Food Hygiene Course, Level 2. This is a City & 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 formerly known as Foundation or Basic Food Hygiene and maps to industry standards in Food Safety and Hygiene.
What next? l The Cook and Healthy Eating Project will continue into its last year of a three-year programme 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 & Health agenda
l Undertaken an impact assessment of the Cook and Health Eating projects delivered during 2016/17 and 2017/18
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 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 fallsÂ
l Containers are provided which are attractive and ideal for those with limited mobility and are low maintenance to look after
Outcomes
l Elderly 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 Involvement and Caretaking team and have proved extremely popular over recent years l Those that 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 and will continue in 2016/17 l Continue to engage and consult with sheltered and supported housing residents through informal and interactional events
Level of Impact 16
Tenant Involvement Impact Assessment
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 l Monthly complaints satisfaction surveys are carried out for those customers that have had direct experience of the corporate complaints process Tell Us l Anti-social behaviour satisfaction survey
l Anti-social behaviour perpetrator survey l Finding a Home satisfaction survey l ASB mystery shopping
l Mears (gas) satisfaction survey
Outcomes
l Tenant feedback and consultation enables direct customer involvement into shaping and influencing landlord service delivery l Good quality feedback at minimal cost
l Survey results and feedback are used to understand comparative satisfaction and make recommendations for service improvement
l Mears (repairs) satisfaction survey
l New tenant quarterly questionnaire l Regeneration engagement
l Cook and Healthy Eating Consultation and feedback l Environmental works satisfaction survey l Local Offers Consultation
l Service Charge Focus Group and consultation l Tenancy Agreement Focus Group
l Raise questions or concerns around the introduction of service charges
l Ensure customer expectations continue to be reflected in Tamworth’s Local Offers
l Tenant feedback has resulted in enhanced contractor communication with customers
What next? l Review results from the STAR survey 2015/16 and implement action plan
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 2016-2017 l Review Landlord Service customer dashboard
l Implement StarT surveys 2016/17 for repairs, lettings, complaints and ASB
Level of Impact Tenant Involvement Impact Assessment
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Service Charge Communication & Consultation What Is It/Purpose? On 9 July 2015, Tamworth Borough Council’s Cabinet approved the start, from 4 April 2016, of 1 service charges for all those in receipt of a cleaning and communal facilities service, this includes
sheltered and general needs accommodation where communal facilities are provided. 2 a new sheltered housing service, known as housing management plus, which will replace housing
related support at sheltered schemes, following the County Council’s withdrawal of funding from March 2015. This will protect front line services to sheltered housing tenants going forward.
Activity/Outputs Sheltered Housing Review:
l Sheltered Housing Review consultation at all sheltered schemes l Existing residents questionnaire l Non-residents questionnaire
l Sheltered housing review consultation workshop with TCG & Seniors United on 17 Oct 2014 - Changing the Way we Support Older People Living in Sheltered Housing
Communication and consultation:
l Service charge focus group invite to tenant involvement working groups – 11 November 2014 - to be facilitated and supported by the Chartered Institute of Housing
l Letters hand delivered to 1,013 tenant properties and 133 leaseholders on 10 July 2015 l A free phone help number was advertised, 0800 183 0454, for the duration of the consultation period
l In addition to the free phone number, three drop in events were organised at Lichfield Street High Rise Social Club for August 2015: Tuesday 25th August 4-7pm, Friday 28th August 10am-12noon, Saturday 29th August 10-12noon
l Members of the Tenant Consultative Group (TCG) and those registered on the database of involvement were invited to take part in Focus Groups as part of the review of the Tenancy Agreement l The Tenancy Agreement preliminary notice, draft copy of proposed changes and service charge offer booklet (for those tenants in receipt of communal facilities) was posted to tenants on 19 October 2015. Closing date for feedback was 22 November 2015
l Two drop in events were organised at Lichfield Street High Rise Social Club: Tuesday 8th March 4-7pm and Saturday 12th March 10-12noon
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Tenant Involvement Impact Assessment
Outcomes
l Recommendations and suggestions put forward by the service charge focus group attendees
l A total of 55 residents attended the drop in events in August 2015
l Recommendations and suggestions were put forward by the Tenancy Agreement focus group attendees
l Service Charge Offer document feedback
l A total of 23 residents attended the drop in events in March 2016
l Feedback from residents included discussion of positive investment in flatted areas and consideration for the use of more emergency efficient lighting and laundry services
What next? l Introduction of service charges from 4 April 2016 l Recruitment of Service Charge Officer
l Impact Assessment of all customer intelligence over the first 12 months following the introduction of service charges
Level of Impact
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 Regulatory & Involvement Team on 01827 709448, or email tenantparticipation@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 Involvement Team
Tenant Regulatory & Involvement Contact Details Telephone: 01827 709448 Freephone: 0800 183 0454 Tenant Regulatory & Involvement Team, Tamworth Borough Council Marmion House, Lichfield Street, Tamworth, Staffordshire, B79 7BZ Email: tenantparticipation@tamworth.gov.uk
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