Tenant Involvement Impact Assessment 2016-2017
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Welcome to Tamworth Borough Council’s eighth Tenant Involvement annual Impact Assessment. This report shows the real impact of all tenant involvement activity over the past year (1 April 2016 – 31 March 2017). 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 tenants 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. Following a recent review of the Tenant Involvement & Consultation Strategy 20172020, this will not be reviewed again until 2020/2021. 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 Statement for? For Tenants – it tells you what has changed because you have got involved. For Tamworth Borough Council – it helps us evaluate areas that have benefited from tenant involvement. For Partners and Stakeholders – it illustrates the benefits of partnership working and continuous improvement. We would like to extend an invitation to all tenants and leaseholders to get involved with the wide range of involvement activities on offer. For more ways to get involved please visit http://www.tamworth.gov.uk/tenant-involvement. Alternatively contact details for the Tenant Regulatory and Involvement Team can be found at the back of this document.
Level of Impact Each method of involvement has been rated in terms of impact made as a result of its activities. The key below explains the impact ratings
Significant impact – a direct change has been made to how services are planned or delivered as a result of the involvement method Moderate impact – some influence or minor change/s to service/s have been made as a result of the method of involvement Low impact – no change to service has been made as a direct result of the type of involvement but outcomes do contribute towards ongoing reviews and services
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How we have consulted you - 2016 to 2017 The table below shows the wide range of involvement opportunities where tenants have engaged with landlord services over the financial period 2016-2017. There have been many different events/activities/initiatives where tenants have actively engaged with staff through events arranged in the morning, afternoon, evening and at weekends.
Total customers consulted Over the year 2016-2017 we have consulted and engaged with over 1000 tenants through one of the involvement options listed below.
When are customers consulted? Tenant activities/events/ initiatives
Morning involvement
Afternoon involvement
Evening/ weekend involvement √
Tenant Consultative Group √
Tenant Involvement Group
√
Seniors United Tenants Voice
√
Complaints Review Panel
√
Tenant Inspector audits
√
√ √
Estate Inspections √
Community/Estate events
√
Supported/Sheltered housing events
√
Tenants Conference
√
ASB Service Improvement Group
√ √
Cook and Healthy Eating Project
√
√
√
√
Training and development opportunities
√
Service specific events/initiatives
√
√
Corporate events
√
√
√
√
Focus groups/surveys/consultation
√
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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 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 8 meetings throughout the year with an average attendance of 7 members representing 5 areas across the Borough 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 Discussions on forthcoming Department for Communities and Local Government (DCLG) consultations l Received updates and reports against Landlord Service customer satisfaction calendar 2016-2017 l Regular tenant scrutiny on the performance of services
l Updates on estate based events - Plant a Pot, Estate Inspections and the Intergenerational Cook and Healthy Eating programme l Monthly updates on the Cabinet forward work plan to include welfare benefit reform and the repairs contract l Group members consulted on HCA proposals to charge when they inspect housing providers not adhering to the 4 consumer standards (not currently levied on local authorities)
l Introduction to the role of the Service Charge Officer with an explanation of key roles and responsibilities l Group members consulted on proposed Wates van livery
l Regular updates on the procurement of the new repairs contractor
l Discussion on the wider communication to tenants with regards to the mobilisation of Wates, the new repairs contractor, to include an introductory letter and FAQ
l Group members discussed ‘Pay to Stay’ legislation and agreed proposals for Tamworth Borough Council l Discussion around the extension of the Local Housing Allowance Cap to sheltered and supported housing l Involved in a ‘Meet and Greet’ session with the Customer and Community Manager from Wates.
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Outcomes
l Recommendations made on priority environmental works to take forward for 2016-2017
l Transparent service delivery. Tenants are able to inuence standards of service, policies and procedures l New members joined the group during 2016 and made an active contribution at monthly meetings l Monthly monitoring of landlord service performance and Cabinet forward work plan
l Agreed communication with tenants with regards to the introduction of the new repairs contractor
What’s next?
l Continue to promote the work of the involvement working groups and increase the number of tenant representatives on the Tenant Consultative Group to ensure 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 receive updates on the regeneration projects at Tinkers Green and Kerria estates and on the boroughs garage site development programme l General overview of the homelessness service to be presented to TCG 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 tenant inspector communal cleaning audits etc. l Monthly monitoring of landlord service performance, intelligence and satisfaction l Involvement and discussion with TCG around future repair options
l Review of tenants top key performance to be publicised on the customer dashboard
Level of Impact
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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 4 meetings throughout the year
l Updates and progress reports across all tenant involvement activities and initiatives
l Group reviewed consultation publications from other housing organisations along with the current TBC document and made suggestions for inclusion in the new strategy
l Reviewed the draft Tenant involvement & Consultation Strategy 2017 – 2020 and made suggestions for amendments l Group reviewed results for customer satisfaction across ASB, complaints and responsive repairs l Updates on the Landlord Service Customer Satisfaction Calendar 2016 – 2017 l Agreed questions to be included in the revised communal cleaning survey l Reviewed Wates communication and promotional literature l Consulted on the proposed rent and arrears survey
l Involved in the delivery and planning of all tenant involvement activities
Outcomes
l Reviewed all customer intelligence from the Landlord Service annual satisfaction calendar 2016-17 l Continued to monitor all customer feedback and performance to improve overall satisfaction with Landlord Services l Involved in the review of the Tenant Involvement and Consultation Strategy 2017-20 l Finalised the communal cleaning and rent and arrears survey
What’s next?
l Publicise and promote the new Tenant Involvement & Consultation Strategy 2017-2020 l Report against results from the StarT surveys
l Contribute towards the end of year customer intelligence report and Annual Report to tenants 2016-2017 l Prepare for the bi-annual STAR survey to tenants 2017-2018
l Review the results from the communal cleaning and rent and arrears survey and make recommendations as appropriate
Level of Impact
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Complaints Review Panel What is it/Purpose? As part of the tenant involvement and co-regulation standard, the Council established a Complaints Review Panel which was set up at the beginning of 2011. The Panel reviews anonomised information relating to Tell Us complaints and service requests on a quarterly basis.
Activity/Outputs
l 4 meetings held during the year
l Reviewed anonomised 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
l Reviewed responses from the ‘Tell Us’ survey
l Quarterly discussions with Mears representatives l Consulted on the review of the ‘Tell Us’ policy l Group feedback on stage 2 and 3 responses
Outcomes
l The Panel made several recommendations in relation to service improvement 1. Recommended that a leaflet on damp and mould is provided to all new tenants at the 6 week new tenancy visit 2. Suggested that Mears acknowledge all repair emails from tenants 3. The Panel reviewed the StarT complaints survey proposals and agreed to change the existing survey to reflect the Housemark proposals and to include optional questions 4. Suggested a ‘tenants guide to complaining’ leaflet
l Group made recommendations for the ‘Tell Us’ policy review
l Group members to receive training on carrying out complaints surveys and to be actively involved in the quarterly ‘Tell Us ‘survey
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What’s next?
l The Panel will continue to review feedback from the monthly telephone satisfaction surveys and make recommendations as appropriate
l The Panel will continue to be updated on the review of the corporate ‘Tell Us’ Policy with the Head of Customer Services and the Landlord Improvement and Project Officer l Future quarterly meetings will be attended by a representative from the new repairs contractor Wates to discuss issues around complaints and communication
l Implement a series of standard response templates for Landlord Service to assist with stage 1 and 2 responses
l Update the Panel on the newly implemented Member Housing Enquiry process to commence from 5 June 2017
Level of Impact
Anti-Social Behaviour Service Improvement Group What is it/Purpose? This group meets at least 3 times a year. This is a forum that brings customers and staff together to oversee the delivery of service improvements, consider and discuss best practice, self-assess landlord service ASB for compliance against national standards and establish and monitor action plans and key performance data. The Anti-Social Behaviour Service Improvement Group has its own Terms of Reference
Activity/Outputs
l Held 3 meetings during the year
l Guest speakers on the roles of the Caretaking team and their responsibilities and on the Early Intervention Domestic Abuse work from the Pathways Project l Updates and review of the performance of the ASB service
l Regular distribution of new factsheets including High Rise parking, general parking, neighbour resolution, gardens, dogs barking, drugs, ball games, ASB diary, noise and ASB l Involved in consultation and ongoing review of the Service Improvement Plan 2016 - 2019 l Group reviewed and commented on the Witness Support Charter l Feedback from focus groups
l Training undertaken by residents on Interviewing and Questioning Skills
l Tenants undertook a Reality Checking Exercise of the ASB service interviewing staff from customer services and housing
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Outcomes
l Commitment from council officers and residents to spend time together scrutinising the ASB service l Tenants are able to influence standards of service, policies and procedures
l Guest speakers provide an insight into the ‘a day in the life of….’ and how the various roles prevent/tackle ASB l Group continue to monitor and challenge performance
l Residents advise on factsheets and the type of information tenants would want to know
l Focus groups now changed to individual customer interviews following concerns raised by members l Residents gained skills in Interviewing and Questioning helping them to question staff and challenge responses l Outcomes from Reality Checking exercise led to key learning points which have been passed to management and will aid future training needs in dealing with ASB l Proposed training for group members and other involved tenants on basic housing law
What’s next?
l Residents offered basic ASB housing law training
l Complete the review of the Landlord Services ASB procedure l Consider the use of a ‘Noise App’ for use borough wide l Review ASB Local Offers annually
l Future training needs for group members
l Discuss the potential for an ASB Communications Plan
l Ongoing review of Service Improvement Plan 2016 – 2019 and plan for the next accreditation and future plan
Level of Impact
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 housing publications.
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Activity/Outputs
l 3 meetings held during the year to review key publications to include the Open House tenants newsletter, Annual Report to tenants, website and overall approach to communication l E-newsletter being produced bi – monthly l Group reviewed all articles submitted for inclusion within the Open House enewsletter and are able to make suggestions for amendments
l Opportunity to publicise community events, tenant involvement activities and options to get involved l Reviewed Publications including: Cook and Healthy Eating Project Impact Assessment, Communal Cleaning Inspection Report, Annual Report on Estate Inspections and Gas and Mears Customer Satisfaction Reports
l Group involved in the annual review of tenant involvement publications on the website and made recommendations for items to be removed
l Reviewed Gas and Mears customer satisfaction surveys and made recommendations for questions to be included
Outcomes
l E-newsletter produced bi – monthly
l The editorial panel ensures that all written documentation is presented in a user friendly format
l Publications inform customers about issues such as estate inspections, performance and customer satisfaction, housing successes, anti-social behaviour, new or improved services, opportunities for involvement, consultation and new initiatives etc. l Provides advice to tenants on all relevant housing matters
What’s next?
l Increase the number of active email addresses for tenants to receive the Open House e-newsletter l Continue to consult with Tenants Voice on all landlord service publications, literature and website information l Review the look and design of the Open House newsletter
l Review access and information on the website relevant to all housing services
Level of Impact
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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 & Involvement Team.
Activity/Outputs
l 4 meetings held during the year
l 2 Plant a Pot events held at Cheatle Court and Glenfield sheltered schemes
l Presentation on anti-social behaviour, the role of the ASB Officer and information on how group members can report concerns l Information on water efficiency and water saving devices
l Local PCSOs advised group members on how to keep themselves and their homes safe from crime over the Christmas period and how to recognise and prevent fraud
l Regular updates on events and activities that members can get involved in including the intergenerational healthy eating project, estate inspections, tenant led communal cleaning audits and the tea dance in aid of Macmillan l Question and answer session with TBC Repairs Team
l Group members encouraged to get involved in sewing knitted squares into blankets for the homeless and less fortunate across Tamworth borough
l Information on the safeguarding of children and vulnerable adults and how group members can report concerns
l Presentation from Tamworth Castle representatives on the new exhibition being planned at Tamworth Castle focusing on the Staffordshire Hoard and Tamworth’s Saxon history including photographs of plans and hoard treasures l Group members made bird feeders for their individual schemes
l Involved in a donate a coat event for sheltered scheme residents
Outcomes
l Useful informational on how to report anti-social behaviour and any safeguarding concerns
l Raised awareness and information given on useful safety tips to help keep the home safe from crime l Group members had the opportunity to get involved in sewing knitted squares into blankets for the homeless and making bird feeders for their sheltered scheme l Opportunity to become involved in tenant events and activities across the borough including the intergenerational healthy eating project, tea dance and annual plant a pot events
l Activities help to build links with community projects and increases levels of social contact with others
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There are many benefits to organised activities and initiatives for sheltered residents from:
l Providing opportunities for social interaction and reducing the feeling of isolation l Activity and inclusion
l Enhanced community cohesion
l Increased conďŹ dence, self-esteem, mood and sleep patterns l Increase in new skills
l Physical activity can improve physical ďŹ tness - maintaining strong muscles and exible joints which can help people maintain independence for longe l Reducing the risk of falls by improving strength and balance with some forms of activity l Improving cognition
l Incorporating a more active regime into daily life will generally improve health and greatly increase a person's longevity as well as reducing the risk of stress
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What’s next?
l Three Plant a Pot events to be held at Oakendale, Edward Court and Thomas Hardy Court
l Promotional afternoon to advertise Silver Line which operates a confidential free helpline for older people across the United Kingdom. Silver Line is open 24 hours a day, seven days a week
l Partnership working with Community Together CIC to encourage free ‘walking for health’ sessions at a pace that suits everyone l Pets As Therapy Dogs to be promoted across schemes
l Over 50s get together at Sacred Heart in partnership with Community Together CIC
l McMillan fun day on 29th September across all schemes in partnership with Community Together CIC and Wates, repairs contractor l Arts in unusual places project
l Knitting twiddle muffs to support Dementia and Alzheimer’s awareness
l Digital Inclusion for all in partnership with Community Together CIC. Awareness on how to access Council services online, how to use laptops, kindles and mobile phones to keep in touch with friends and families etc. l Question and answer session with Wates repairs contractor l Question and answer session with St. Giles Hospice
l Representatives from sports development will promote health and well-being
l Presentation and advice from Waste Management to promote good practices in relation to recycling, cleaning up after animals and how to report fly-tipping
Level of Impact
Tenant Inspectors What is is/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
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Activity/Outputs
l 73 tenant led communal cleaning audits have been undertaken across 9 sheltered schemes and 6 high rise blocks of flats l All tenant inspectors are provided with annual training and ongoing support
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 etc. l Review of the communal cleaning survey with tenant inspectors
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 Feedback from tenant inspectors forms part of overall performance monitoring
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
What’s next?
l Continue to work with Tenant Inspectors who play a vital role in checking the quality of communal cleaning 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 Regulatory & Involvement Team l Tenant inspectors will audit all areas that receive a communal cleaning service
l Tenant inspectors will work with the Tenant Regulatory & Involvement Team to carry out satisfaction surveys with tenants who receive a communal cleaning service l New inspectors will attend personal safety training
Level of Impact
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Estate Inspections What is it/Purpose?
l 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. l The Council recognises the importance of maintaining the area where tenants live to a high standard. It is important that residents are able to reside in a safe and pleasant environment. The management of housing land needs to be effective, efficient and consistent in its approach.
l The Councils aim is to provide a service to residents which meets the highest possible standard at all times and ensures that we deal with neighbourhood concerns by holding an annual programme of estate inspections.
Activity/Outputs
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 and tenant inspectors supported by the 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 e-newsletter 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 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)
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 Clear communal areas of fly tipping/graffiti/rubbish l Identify overgrown gardens/shrubbery
l Identify defective street lighting and estate furniture
l Identify potholes and surface perishing to hard surfaces and uneven and broken paving l Ensure agencies take responsibility for issues identified within their remit
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What’s next?
l Diarise pre-briefing meetings for 2017/18
l Update the annual programme for 2017/18 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 2017-2018
l Work closely with partner agencies and residents via estate based engagement days to target specific targeted areas
Level of Impact
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.
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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 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 whilst working in a team environment l Contribute to increased employment opportunities
l Enhance physical and emotional well-being, promote good mental health and support participants needs whilst welcoming their individuality and differences 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 around 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 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 and volunteering 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 formally known as Foundation or Basic Food Hygiene and maps to industry standards in Food Safety and Hygiene.
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What’s next?
l The Intergenerational 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 Undertake an impact assessment of the Cook and Health Eating projects delivered during 2016/17 and 2017/18
Level of impact
Sheltered Housing Events - Plant a Pot What is it/Purpose? Successful Plant a Pot events have taken place over the last 2 years across all housing sheltered schemes. The event was an idea initially suggested by Tamworth’s Seniors United Group. The aim of the event is to enable elderly residents to actively take part in a fun and inclusive gardening event thereby increasing mobility and tackling issues of social isolation.
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Activity/Outputs
l Successful plant a pot events carried out at two housing sheltered schemes as part of a rolling programme
l Containers and plants are provided which are ideal for those with limited mobility and are also low maintenance to maintain l Tables and chairs are erected outside to assist those that are more vulnerable to falls
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’s next?
l The Plant a Pot events are organised as part of an annual programme and will continue in 2017/18 with the request for one extra event l Continue to engage and consult with sheltered and supported housing residents through informal and interactional events and activity
Level of impact
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.
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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 Responsive repairs and gas servicing questionnaires
l StarT surveys on complaints, ASB, repairs and gas servicing and installations l New Tenant quarterly questionnaire
l Cook and Healthy Eating Consultation and feedback l Environmental works satisfaction survey l Local Offers Consultation
l Organised drop in event to meet staff from the new repairs contractor Wates
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 Tenant feedback has resulted in enhanced contractor communication with customers
l Opportunity to raise questions or concerns around the introduction of the new repairs contractor l Ensure customer expectations continue to be reflected in Tamworth’s Local Offers
What’s next?
l Review results from the STAR survey 2017/18 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 2017-2018 l Review Landlord Service customer dashboard
l Review results from StarT surveys 2017/18 for repairs, lettings, complaints and ASB
Level of impact
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Police Community Engagement Days What is it/Purpose? The Police recognise the importance of working with the public and partner agencies to help combat crime and increase the quality of life for residents as well as serving in the community
Activity/Outputs
l Knock doors to advise people to clean up gardens l Address parking issues, abandoned properties
l Door knocking – community contacts asking if people are experiencing any issues in the area (Intelligence gathering) l Filling in CCRs (Community Contact Records)
l Joint tenancy visits with Tenancy Sustainment officers from Tamworth Borough Council l Engaging with residents and youths in the local area l Issue CPW (Community Protection Notice Warning)
Outcomes
l Increase community partnerships
l Develop new community-based ventures
l Provide an increased level of service while engaging with the community l Increase efficiency by working with people in the community
l Discuss with residents other ways that you the Police can assist within their community.
l Gives residents the opportunity to get involved and have their say in local issues that affect or are of interest to them l Mutually supportive activity and best use of time and resource
l Established and maintained positive working relationships with all stakeholders to provide an all-round quality service l Working collaboratively in overcoming issues and meeting the needs of individuals
What’s next?
l Continue to support and assist in planned engagement days for 2017/18 l Encourage resident and community involvement
Level of impact
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If you require this information in another format or language, please phone 01827 709709, or email enquiries@tamworth.gov.uk
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Tenant Regulatory & Involvement Team, Telephone: 01827 709709 Tamworth Borough Council Marmion House, Lichfield Street, Tamworth, Staffordshire, B79 7BZ tenantparticipation@tamworth.gov.uk
(06/17) 2100