Tenant Involvement Impact Assessment 2017 -2018
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Welcome to Tamworth Borough Council’s ninth Tenant Involvement Annual Impact Assessment. This report shows the real impact of all tenant involvement activity over the past year (1 April 2017 – 31 March 2018). We hope you enjoy reading it. By getting involved, Tamworth Borough Council tenants and leaseholders can make a real difference. They can: 4 Change the way Tamworth Borough Council works and improve the services they receive 4 Gain new skills and increase tenants’ confidence by working with other residents 4 Improve the area and community where tenants live 4 Hold Tamworth Borough Council to account
Tenant Involvement Tamworth Borough Council is committed to involving its tenants in the way it delivers its services. Customers can have a real influence in the way services are shaped and improved by choosing a way to get involved that suits them. Following a recent review of the Tenant Involvement & Consultation Strategy 20182022, this will not be reviewed again until 2022. Tamworth Borough Council has a designated Tenant Regulatory and Involvement Team which, for the period of this assessment, consists of two full-time and one part-time member of staff. For the period of planned works at the high rise flats in the town centre a Tenant Liaison Officer will be supporting the team part-time. In addition, the Landlord Improvement & Project Officer also works within the Tenant Regulatory & Involvement Team.
Impact Assessment An Impact Assessment measures and evaluates the effect tenant involvement has and the difference it makes to services provided by the Council. This report identifies what has changed as a result of customers getting involved.
Who is the Impact Statement for? For tenants – it tells you what has changed because you have got involved. For Tamworth Borough Council – it helps us evaluate areas that have benefited from tenant involvement. For partners and stakeholders – it illustrates the benefits of partnership working and continuous improvement. We would like to extend an invitation to all tenants and leaseholders to get involved with the wide range of involvement activities on offer. For more ways to get involved please visit www.tamworth.gov.uk/tenantinvolvement. Alternatively contact details for the Tenant Regulatory and Involvement Team can be found at the back of this document.
Level of Impact Each method of involvement has been rated in terms of impact made as a result of its activities. The key below explains the impact ratings:
Significant impact – a direct change has been made to how services are planned or delivered as a result of the involvement method Moderate impact – some influence or minor change/s to service/s have been made as a result of the method of involvement Low impact – no change to service has been made as a direct result of the type of involvement but outcomes do contribute towards ongoing reviews and services 3
How we have consulted you - 2017 to 2018 The table below shows the wide range of involvement opportunities where tenants have engaged with Landlord Services over the financial period 2017-2018. 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 2017-2018 we have consulted and engaged with more than 1,000 tenants through one of the involvement options listed below.
When are customers consulted? Tenant activities/events/ initiatives
Morning involvement
Tenant Consultative Group
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Tenant Involvement Group
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Afternoon involvement √
Evening/ weekend involvement √
√
Seniors United Tenants’ Voice
√
√
Complaints Review Panel
√
√
Tenant Inspector audits
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√ √
Estate Inspections √
Community/Estate events
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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
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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 4 Held seven meetings throughout the year with an average attendance of seven members representing six areas across the borough 4 Bi-monthly updates on ‘Welfare Reform’ changes and the impact this will have on Tamworth Borough Council tenants 4 Discussions on forthcoming Department for Communities and Local Government (DCLG) consultations 4 Received updates and reports against Landlord Service customer satisfaction calendar 2017-18 4 Regular tenant scrutiny on the performance of services 4 Updates on estate based events – ‘Plant a Pot’, Estate Inspections and Communal Cleaning Inspections 4 Monthly updates on the Cabinet forward work plan 4 Information for group members on the planned works at the high rise flats inclusive of lift works, balcony works and internal decoration and sprinkler works. Details on expected timescales and contingency arrangements to be put in place during the lift works 4 Information on the long term strategic options for the repairs service and timescales in which decisions need to be made. Group members to be involved in looking at the future repairs service options 4 Group updated on the role of the Community Development Officers and the current review of service taking place 4 Details of a community gardening project organised by Wates at Thomas Hardy Court Sheltered Scheme 4 Update on the Tinkers Green and Kerria regeneration works 4 Information on the garage site development works and the types of properties being built 4 Presentation on the homeless service and the obligations TBC have towards homeless people 4 Information on the draft void lettable standard and a workshop to be arranged to allow group members to input into this 4 Information on the Construction Employability Programme and details on the outcomes for attendees 4 Visited Wates call centre for a question and answer session with Wates management team and call centre staff
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Outcomes 4 Group members to be involved in looking at the future repairs service options and the Void Lettable Standard 4 Transparent service delivery. Tenants are able to influence standards of service, policies and procedures 4 Three new members joined the group during 2017 and made an active contribution at meetings 4 Monthly monitoring of Landlord Service performance and Cabinet forward work plan
What’s next? 4 Continue to promote the work of the involvement working groups and to increase the number of tenant representatives on the Tenant Consultative Group to ensure representation from across all areas of the borough 4 The TCG will continue to receive monthly updates on the development of planned works 4 The TCG will receive updates on the regeneration projects at Tinkers Green and Kerria estates and on the borough’s garage site development programme 4 Key policies and initiatives will continue to be presented to the group 4 TCG will monitor the outcomes of the annual programme of estate inspections and other involvement initiatives such as the tenant inspector communal cleaning audits etc. 4 Monthly monitoring of Landlord Service performance, intelligence and satisfaction 4 Opportunity to visit void properties to assess their condition following the exit of the tenant and again before re-letting. 4 Involvement and discussion with TCG around future repair options 4 Review of tenants’ top key performance indicators to be publicised on the customer dashboard
Level of Impact
6
Tenant Involvement Group What is it/Purpose? The Tenant Involvement Group ensures the implementation of actions and performance targets set out in the Tenant Involvement and Consultation Strategy and also monitors on-going performance and customer intelligence across Landlord Services.
Activity/Outputs 4 Held two meetings throughout the year 4 Updates and progress reports across all tenant involvement activities and initiatives 4 Group reviewed results for customer satisfaction in the StarT, ASB and complaints surveys 4 Agreed questions to be included in the rent and arrears survey 4 Involved in the delivery and planning of tenant involvement activities 4 Reviewed Tamworth Borough Council housing web pages in terms of accessibility, content, layout and finding information and made recommendations for changes and inclusion
Outcomes 4 Continued to monitor all customer feedback and performance to improve overall satisfaction with Landlord Services 4 Made recommendations for changes and inclusion on the Tamworth Borough Council housing web pages 4 Finalised the Tenant Involvement and Consultation Strategy 2018-2022 4 Reviewed all customer intelligence from the Landlord Services annual satisfaction calendar 2017-2018
What’s next? 4 Publicise and promote the new Tenant Involvement & Consultation Strategy 2018-2022 4 Report against results from the StarT surveys 4 Contribute towards the end of year customer intelligence report and Annual Report to tenants 2017-2018 4 Prepare for the bi-annual STAR survey to tenants 2018-2019 4 Review the results from the communal cleaning and estate inspections and make recommendations as appropriate 4 To undertake an annual review of Tamworth Borough Council’s housing web pages 4 Annually review the Tenant Involvement Strategy 2018-2022 and its action plan to make recommendations going forward 4 Will annually review access and information on the website relevant to all housing services
Level of Impact 7
Complaints Review Panel What is it/Purpose? As part of the tenant involvement and co-regulation standard, the Council established a Complaints Review Panel which was set up at the beginning of 2011. The panel reviews anonymised information relating to Tell Us complaints and service requests on a quarterly basis.
Activity/Outputs 4 Three meetings held throughout the year 4 Reviewed anonymised information relating to all complaints, compliments and service requests received across Landlord Services 4 Reviewed customer intelligence 4 Based on information provided, the panel is empowered to make recommendations regarding service improvement 4 Updated on the introduction of both the ‘Cabinet Housing Enquiry’ and the pilot of ‘Members Housing Enquiry’ process 4 Discussed emerging trends and themes 4 Reviewed customer satisfaction from the ‘Tell Us’ survey results 4 Quarterly discussion with a representative from Wates including updates on outstanding Wates complaints 4 Contributed on the review of the ‘Tell Us’ Policy
Outcomes 4 The panel recommended that a hygrometer to measure the level of humidity in the air is provided to all new tenants at sign up 4 Group members were invited to visit Wates call centre and meet with the Wates management team and call centre staff 4 Implemented Member Housing Enquiry process which commenced 5 June 2017 4 Implemented a series of standard response templates for Landlord Services to assist with stage 1 and 2 responses 4 Quarterly meetings are now attended by a representative from repairs contractor Wates to discuss issues around complaints and communication as previously agreed 4 The corporate ‘Tell Us’ Policy has been successfully implemented
What’s next? 4 The panel will continue to review feedback from the monthly telephone satisfaction surveys and make recommendations as appropriate 4 Quarterly meetings will continue throughout 2018/2019 4 The panel will review template letters to ensure they are in line with the revised ‘Tell us’ Policy 4 The panel will continue to review themes and trends and to make recommendations where appropriate
Level of Impact 8
Anti-Social Behaviour Service Improvement Group What is it/Purpose? This group meets at least three times a year. This is a forum that brings customers and staff together to oversee the delivery of service improvements, consider and discuss best practice, self-assess landlord service ASB for compliance against national standards and establish and monitor action plans and key performance data. The Anti-Social Behaviour Service Improvement Group has its own Terms of Reference.
Activity/Outputs 4 Three meetings held during the year 4 Larry Phillips (Senior CCTV Operative) and CCTV across the borough attended to discuss his role and responsibilities to the group 4 Updates and review of the performance of the ASB service 4 Regular distribution of new factsheets including dog fouling, domestic CCTV, BBQs and Notice Seeking Possessions which added to the ASB library of up to date information 4 Information on the role of the Tenancy Sustainment Officers 4 Andrew Smith, Play & Education Officer, spoke to the group about his role in the community 4 Consulted and contributed to the review of the ‘Service Review Plan’ 2016 - 2019 4 Consulted on Local Offers for 2018/2019 4 Consulted on the ‘Updated Witness Support Charter’ 4 Participated in training on ASB tenancy/housing law
Outcomes 4 Tenants are able to influence standards of service, policies and procedures 4 Group continued to monitor performance 4 Residents received certificates in ASB and tenancy/housing law following training 4 Group members recommend a guest speaker for each meeting to enhance their understanding of how the service works to prevent ASB 4 The group reviewed and agreed the Local Offers for the year ahead 4 Consulted on the corporate ASB policy and Landlord Services anti-social behaviour procedures which are both now in place 4 Introduced and tested online incident reporting
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What’s next? 4 Consider the use of a ‘Noise App’ for use borough wide 4 Review ASB Local Offers annually 4 Group members can undertake further training where applicable 4 Ongoing review of Service Improvement Plan 2016 – 2019 and planning for the next accreditation and future plan 4 Invite guest speakers as recommended by the group 4 Continue scrutiny of the ASB service overall 4 Expand and update the ASB factsheet library
Level of Impact
Tenants’ Voice What is it/Purpose? Tenants’ Voice is a group of tenants who contribute to and edit Open House, the Council’s e-newsletter, which is emailed to every tenant in the borough who has requested it and provided an active email address. The newsletter is also available to view or download online and a hard copy can be made available on request. The newsletter keeps customers informed about Landlord Services and provides relevant and upto-date information. Tenants’ Voice is also an editorial panel for all other housing publications.
Activity/Outputs 4 Four meetings held during the year to review key publications to include the Open House e-newsletter, annual report to tenants, website and overall approach to communication 4 E-newsletter being produced 4 Group review all articles submitted for inclusion within the Open House e-newsletter and are able to make suggestions for amendments 4 Compile page plans, discuss options for the layout and design of the Open House e-newsletter 4 Opportunity to publicise community events, tenant involvement activities and options to get involved 4 Group reviewed the estate inspections leaflet and made recommendations for changes
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4 Reviewed customer satisfaction surveys for the housing solutions and temporary accommodation services and made recommendations for changes and questions to be included 4 Reviewed publications including: Cook and Healthy Eating Project Impact Assessment, Communal Cleaning Inspection Report, Annual Report on Estate Inspections and Wates (Repairs & Gas) Customer Satisfaction Reports 4 Reviewed all customer satisfaction surveys and made recommendations for questions to be included 4 Group involved in the annual review of tenant involvement publications on the website and made recommendations for items to be removed
Outcomes 4 E-newsletter produced quarterly 4 Updated estate inspection leaflet for 2018/2019 4 The editorial panel ensures that written documentation is presented in a customer friendly format 4 Publications inform customers about key issues such as estate inspections, performance and customer satisfaction, housing successes, anti-social behaviour, new or improved services, opportunities for involvement, consultation and new initiatives etc. 4 Provides advice to tenants on all relevant housing matters 4 Considered the changes required to the delivery of the Open House e-newsletter in relation to the new GDPR guidelines 4 Contributed to reviewing access and information on the website relevant to all housing services and made recommendations for changes
What’s next? 4 Increase the number of active email addresses for tenants to receive the Open House e-newsletter with consent 4 Continue to use Tenants’ Voice for all Landlord Service publications, literature and website information 4 Review the look and design of the Open House e-newsletter 4 Annually review access and information on the website relevant to all housing services 4 Will revisit tenant involvement literature and how we engage with tenants 4 Recruit additional members to support the group 4 Group members can undertake further training where applicable
Level of Impact
11
Seniors United What is it/Purpose? Seniors United is a forum for sheltered housing tenants to get together, share ideas and experiences and discuss issues relevant to their needs with the support of their Scheme Manager and Tenant Regulatory & Involvement Team.
Activity/Outputs 4 Five meetings held during the year 4 Three ‘Plant a Pot’ events held at Edward Court, Oakendale and Thomas Hardy Court 4 Group members were encouraged to get involved in the Mercian Mosaic art project in the Castle Grounds to mark 1,100 years since the death of Aethelflaed (also known as Ethelfleda), ‘Lady of the Mercians’ 4 Information on dementia awareness week and the different activities being held across the borough 4 Group members invited to a presentation on the Silverline service at Thomas Hardy Court 4 Presentation from St Giles Hospice Care in the Community 4 Group members received an insight into the 'Sons of Rest' club in Tamworth and were invited to go along and join in the group activities 4 Information provided on free activities including free swimming sessions at Wilnecote High School 4 Regular updates on events and activities that members can get involved in including the estate inspections, plant a pot events and tenant communal cleaning inspections 4 Question and answer session with Wates 4 Group members encouraged to get involved in knitting squares for blankets for Tamworth hospitals and knitting twiddle muffs for dementia and Alzheimer’s patients 4 Updates on customer satisfaction with the communal cleaning service 4 Information for group members on loan sharks, how to report them and the signs to look out for 4 James Flintham (Support Staffordshire) gave the group an insight into his job role and recommended various groups to attendees that are free or carry a small cost but are suitable for older people
Outcomes 4 Several schemes got involved in the Mercian Mosaic art project 4 Knitted blankets and twiddle muffs for dementia and Alzheimer’s patients were donated to local hospitals. In addition a thank you was received from Burton Hospital for the blanket squares and twiddle muffs and an update on who is benefitting from them 4 Opportunity to become involved in tenant events and activities across the borough including cleaning audits, estate inspections, plant a pot events and activities that are suitable for older residents 4 Raised awareness on loan sharks and how to report concerns 4 Gave feedback on customer satisfaction for the communal cleaning service tenants receive 4 Edward Court residents lost weight by introducing their own slimming group following the Cook and Healthy Eating Project 4 Engaged in a question and answer session with Wates, the Council’s repairs contractor 4 Ten week pilot scheme saw tenants enjoying free swimming lessons 4 Received advice on staying safe in the winter months and around bonfire night 4 Activities help to build links with community projects and increase levels of social contact with others
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There are many benefits to organised activities and initiatives for sheltered residents from:
4 Providing opportunities for social interaction and reducing the feeling of isolation 4 Activity and inclusion 4 Enhanced community cohesion 4 Increased confidence, self-esteem, mood and sleep patterns 4 Increase in new skills 4 Physical activity can improve physical fitness - maintaining strong muscles and flexible joints which can help people maintain independence for longer and reduce the risk of falls by improving strength and balance with some forms of activity 4 Improving cognition 4 Incorporating a more active regime into daily life will generally improve health and greatly increase a person's longevity as well as reducing the risk of stress
What’s next? 4 Two Plant a Pot events to be held at Bright Crescent and Magnolia 4 Tenants have requested to continue knitting blankets and twiddle muff’s to support dementia and Alzheimer’s awareness. These will be donated to local hospitals, nursing and residential homes across Staffordshire 4 Digital Inclusion will be offered to all in partnership with Tamworth’s Enterprise Centre and the Council’s Technical Trainer to access Council services online. Tenants will be invited to bring along their laptops, mobiles, Ipads and tablets to learn how to use them to keep in touch with families and friends and to receive training on how to stay safe online when using them 4 Opportunity for tenants to visit Wates call centre to see how calls are logged 4 Collecting and distributing toiletries for local hospitals 4 Guest speakers to talk about environmental issues, wildlife in Tamworth, community projects and housing related issues 4 ‘Everyone Health Staffs’ to offer free NHS health checks open to all adults aged between 50 and 74 4 The Mayor of Tamworth will visit to discuss his role and to say thank you to the group for their community engagement helping local hospitals and people less fortunate than themselves 4 PCSOs will promote fraud awareness and how to stay safe both in your own home and in the community 4 Fire safety advice and awareness will be promoted 4 Presentation from Street Scene and Pay Back Team 4 Presentation and advice from Waste Management to promote good practices in relation to recycling, cleaning up after animals and how to report fly-tipping 4 Community Partnerships & Charities Manager will visit group to accept donations on behalf of local hospitals 4 ICT workshop/training for tenants
Level of Impact
13
Tenant Inspectors What is it/Purpose? Landlord Service empowers Council housing tenants to act as Tenant Inspectors. The aim of this scheme is to: 4 Audit how services are being delivered 4 Improve the quality of services provided 4 Build skills and confidence of those customers who come forward to become Tenant Inspectors
Activity/Outputs 4 102 tenant led communal cleaning audits have been undertaken across nine sheltered schemes and six high rise blocks of flats and all general purpose blocks in receipt of a communal cleaning service 4 All Tenant Inspectors are provided with annual training and ongoing support 4 Tenant Inspectors have identified issues on estates as part of the wider environmental works programme 4 Inspectors use a range of techniques including reality checks and site visits using a score sheet to audit the cleaning in line with service level agreements 4 Review of the communal cleaning survey with tenant inspectors
Outcomes 4 Tenant led inspections are a way of involving tenants in the review and development of Landlord Services 4 Tenant Inspectors monitor the quality of service delivery against defined standards and undertake on-site inspections 4 Tenant inspectors are empowered to call managers to account if services do not meet required standards 4 Feedback from Tenant Inspectors forms part of overall performance monitoring 4 Tenant Inspectors have participated in estate inspections 4 Tenant Inspectors have made recommendations to the Environmental Works Panel for future improvements across Tamworth borough estates 4 Provides a positive relationship with tenants and staff 4 Inspections identify good and bad practise 4 Members of the group have promoted their work within their neighbourhood to help empower tenants elsewhere 4 Tenant Inspectors discussed service level agreements with the Estates Manager to deliver an effective service 4 Tenant Inspectors visited new build properties that were built on former garage sites 4 Recommendations were made to the Estates Manager following the communal cleaning satisfaction survey 4 There are now 18 active Tenant Inspectors 4 Tenant Inspectors have interviewed staff to understand the various service level agreements that they adhere to
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What’s next? 4 Continue to work with Tenant Inspectors who play a vital role in checking the quality of communal cleaning services provided 4 Tenant Inspectors will carry out independent audits of all completed environmental works 4 Tenant Inspectors will take part in the annual programme of estate inspections with the Estates Manager, Tenancy Sustainment Officer and Tenant Regulatory & Involvement Team 4 Tenant Inspectors will audit all areas that receive a communal cleaning service. Second audits will be carried out if required. 4 Tenant Inspectors will work with the Tenant Regulatory & Involvement Team to carry out satisfaction surveys with tenants in receipt of a communal cleaning service 4 New inspectors will attend personal safety training 4 Tenant Inspectors will be involved in the review of TBC’s Repairs Policy inclusive of the void lettable standard during 2018/19 4 Tenant Inspectors have been invited to the PCSO/Police community engagement days 4 Tenant Inspectors have been invited to visit new build properties when completed and regularly visit both Tinkers Green site in Wilnecote and Kerria Centre in Amington to see the regeneration of the areas 4 Following a complaint about cleaning standards Tenant Inspectors may be asked to audit an area with the Council’s Service Charge Officer or Estates Manager and to report their findings 4 Undertake an annual Impact Assessment of the role of the Tenant Inspectors communal cleaning programme 2018-2019
Level of Impact
15
Estate Inspections What is it/Purpose? The purpose of the estate inspection programme is to assess the standards of service we are delivering, identify areas for improvements and generally identify any action needed to address tenancy breaches. The Council recognises the importance of maintaining the area where tenants live to a high standard. It is important that residents are able to reside in a safe and pleasant environment. The management of housing land needs to be effective, efficient and consistent in its approach. The Councils aim is to provide a service to residents which meets the highest possible standard at all times and ensures that we deal with neighbourhood concerns by holding an annual programme of estate inspections.
Activity/Outputs 4 The housing estates in the borough are located across ten wards. Each ward will be inspected once a year as part of an annual programme 4 Estate Inspections will be undertaken by the Estates Manager, Tenancy Sustainment Officer for the area, Tenant Inspectors and supported by the Tenant Regulatory & Involvement Team 4 The outcome and actions for all inspections will be reported on the website as part of ‘You said, we did’, in Open House, the tenants e-newsletter, and will form part of the Annual Impact Assessment for all tenant involvement activity 4 Partnerships with local agencies including the Fire Service, Police and Staffordshire County Council allow us to ensure that all concerns are fed back to the appropriate organisation and responsibility is taken for issues identified within the remit of such organisations 4 Each inspection will aim to identify issues such as: vandalism; abandoned vehicles; graffiti; litter; fly tipping; dog fouling; problems with highway maintenance and street lighting; neglected homes and untidy gardens; health & safety issues; hot spots for anti-social behaviour; the condition of hard landscapes (e.g. fences, walls and paving) and the condition of soft landscapes (e.g. trees, grass, shrubs in communal areas)
Outcomes Estate inspections will: 4 Provide a high profile presence on estates 4 Ensure cleaner, attractive and safer neighbourhoods 4 Improve the physical condition of estates through quick responses to residents' concerns 4 Identify potential future estate improvements 4 Clear communal areas of fly tipping/graffiti/rubbish 4 Identify overgrown gardens/shrubbery 4 Identify defective street lighting and estate furniture 4 Identify potholes and surface perishing to hard surfaces and uneven and broken paving 4 Ensure agencies take responsibility for issues identified within their remit 4 The Tenant Regulatory & Involvement Team produce an annual Impact Assessment on findings from the estate inspections to consider themes and trends identified.
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What’s next? 4 Diarise pre-brieďŹ ng meetings as appropriate 4 Update the annual programme for 2018/19 and all supporting literature 4 Work closer with the local PCSOs to target perceived hot spots 4 Undertake an annual Impact Assessment of the estate inspection programme 2018-2019 4 Work closely with partner agencies and residents via estate based engagement days to target speciďŹ c targeted areas 4 Continue to encourage participation from Tenant Inspectors to monitor, review and offer recommendations for improvements on the estates
Level of Impact
17
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: 4 Deliver a range of structured healthy eating events to increase familiarity with the balance of good health and lifestyle choices 4 Facilitate practical healthy eating activities involving the participation of those groups traditionally considered hard to reach 4 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 4 Create a better understanding between generations to share learning and knowledge and to develop the cooking skills of participants 4 Develop skills and knowledge around healthier eating and options through learning about alternative cooking methods 4 Increase participants confidence/skills and help promote self-esteem whilst working in a team environment 4 Contribute to increased employment opportunities 4 Enhance physical and emotional well-being, promote good mental health and support participants’ needs whilst welcoming their individuality and differences 4 Create opportunities for participants to be better informed and prepared to make healthier lifestyle choices 4 Develop and increase the necessary skills and confidence around budgeting in the preparation of wellbalanced meals for families on low levels of income 4 Demonstrate additional health aspects to include sourcing ingredients, food preparation, food labelling and hygiene
Outcomes 4 Increased community knowledge and awareness of healthy food and lifestyle choices 4 Created supportive and accessible environments for healthy eating 4 Supported community involvement and increased intergenerational activity 4 84 participants successfully completed the project 4 Raised awareness of access to healthy affordable food choices 4 Increased confidence and/or skills in using fresh food in the preparation and cooking of healthy meals 4 Raised awareness of the impact of a healthy food intake upon physical and mental wellbeing 4 Increased budgeting skills for participants on low levels of disposable income
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4 34 (40%) achieved Food Hygiene, level 2, City & Guilds accredited certificate awarded through Virtual college 4 Increased employment and volunteering opportunities through the development of personal skills 4 15 participants have secured employment, seven are volunteering for the Community Café and one has become a befriender 4 Eight participants have become Tenant Inspectors and five have joined informal working groups for Landlord Services at Tamworth borough Council 4 Over 28 stone has been seen in weight loss since the beginning of the project by participants simply changing their eating habits.
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.
What’s next? 4 Further Neighbourhood projects will be considered for 2018/19
Level of impact
19
Sheltered Housing Events - Plant a Pot What is it/Purpose? Successful ‘Plant a Pot’ events have taken place over the last seven years across all housing sheltered schemes. The event was an idea initially suggested by Tamworth’s Seniors United Group. The aim of the event is to enable elderly residents to actively take part in a fun and inclusive gardening event thereby increasing mobility and tackling issues of social isolation.
Activity/Outputs 4 Successful Plant a Pot events carried out at three housing sheltered schemes as part of a rolling programme 4 Containers and plants are provided which are attractive and ideal for those with limited mobility and are easy to maintain 4 Tables and chairs are set up outside to assist those that are more vulnerable to falls 4 Plenty of assistance is offered on the day
Outcomes 4 All residents, inclusive of those with mobility issues, are enabled to actively take part in a fun and inclusive gardening event thereby increasing mobility and tackling issues of isolation. The events are supported by the Council’s Tenant Regulatory & Involvement Team and Caretaking Team and have proved extremely popular over recent years 4 Those that have attended the event have also planted pots for neighbouring residents who were unable to attend due to poor health/mobility 4 Any gardening activity is considered beneficial for residents as it is an enjoyable form of exercise, encourages the use of all motor skills, can improve endurance and strength, promotes relaxation and improves wellbeing as a result of social interaction
What’s next? 4 The Plant a Pot events are organised as part of an annual programme and will continue in 2018/19 4 Continue to engage and consult with sheltered and supported housing residents through informal and interactional events and activity
Level of impact
20
Customer Intelligence What is it/Purpose? Surveys and consultation are a way of obtaining views/feedback from tenants about a specific service area, topic or on a range of issues. This is usually carried out by completing a questionnaire, answering a telephone survey, taking part in a small focus group or attending an organised event with landlord staff. This enables the Council to build up a picture of tenants’ views to help monitor performance and shape service improvements.
Activity/Outputs 4 Monthly complaints satisfaction surveys are carried out for those customers that have had direct experience of the corporate complaints process Tell Us 4 Anti-social behaviour satisfaction survey and anti-social behaviour perpetrator survey 4 Finding a Home satisfaction survey 4 Responsive repairs and gas servicing surveys 4 StarT surveys on complaints, ASB, repairs and gas servicing and installations 4 New Tenant quarterly questionnaire 4 Cook and Healthy Eating Consultation and feedback 4 Environmental works satisfaction survey 4 Local Offers Consultation 4 Bi-annual rent arrears survey
Outcomes 4 Tenant feedback and consultation enables direct customer involvement in shaping and influencing landlord service delivery 4 Good quality feedback at minimal cost 4 Survey results and feedback are used to understand comparative satisfaction and make recommendations for service improvement 4 Tenant feedback has resulted in enhanced contractor communication with customers 4 Raise questions or concerns around the introduction of the new repairs contractor 4 Ensure customer expectations continue to be reflected in Tamworth’s Local Offers
What’s next? 4 Review results from the STAR survey 2018/19 and implement action plan 4 Monitor customer satisfaction with the anti-social behaviour procedure and share results through the Anti-Social Behaviour Service Improvement Group 4 Review Landlord Service customer satisfaction calendar 2018-2019 4 Review Landlord Service customer dashboard 4 Review results from StarT surveys 2018/19 for repairs, lettings, complaints and ASB
Level of impact 21
Police Community Engagement Days What is it/Purpose? The Police recognise the importance of working with the public and partner agencies to help combat crime and increase the quality of life for residents as well as serving in the community.
Activity/Outputs 4 Knock doors to advise people to clean up gardens 4 Address parking issues, abandoned properties 4 Door knocking – community contacts asking if people are experiencing any issues in the area (Intelligence gathering) 4 Filling in CCR (Community Contact Records) 4 Joint tenancy visits with Tenancy Sustainment Officers from Tamworth Borough Council 4 Engaging with residents and youths in the local area 4 Issue CPW (Community Protection Notice Warning)
Outcomes 4 Increase community partnerships 4 Develop new community-based ventures 4 Provide an increased level of service while engaging the community 4 Increase efficiency by working with people in the community 4 Discuss with residents other ways that they can assist within their community 4 Gives residents the opportunity to get involved and have their say in local issues that affect or are of interest to them 4 Mutually supportive activity and best use of time and resource 4 Established and maintained positive working relationships with all stakeholders to provide an all-round quality service 4 Working collaboratively in overcoming issues and meeting the needs of individuals
What’s next? 4 Continue to support and assist in planned engagement days for 2018/19 4 Encourage resident and community involvement 4 Tenant Inspectors have been invited to attend
Level of impact
22
Construction Employability Programme Activity/Outputs Training: The two-week training programme consisted of: 4 Classroom/skills based learning – All tutors are qualified. Venue used was the High Rise Social Club 4 Each day’s training commenced at 9am - 5pm. Two qualified tutors were present for the full two-week period to cover full time supervision 4 Trade activities - also undertaken at the High Rise Social Club. For example ply boards were erected to form a platform and attendees are asked to construct a sink on the platform 4 Wates supply chain were invited to attend a mini speed dating event where participants could see what current vacancies were available and also sell their skills and learning. This did not guarantee a job but enabled excellent interview preparation and experience. 4 The CSCS test was pre-paid and pre-booked in advance and attendees notified of the test centre and date for their test
Outcomes 4 Supported unemployed young adults back into the workplace by developing their construction and employability skills 4 Tackled joblessness which is a particular problem for young adults/care leavers 4 Increased employment opportunities through the development of personal skills 4 Increased the ability of individuals to both gain and sustain work 4 Raised self-awareness in young people around the skills and attitudes required for employment 4 Tackled barriers to employment by raising the quality of skills and capacity of young people to effectively present these to employers 4 Developed skills through practical experience 4 Increased ability to effectively manage tasks, plan and prioritise, understand instructions, problem solve, adjust to types of pressure and adapt to change and increase the ability to engage with others as part of a team and share knowledge 4 Identified and addressed the skills gap in the construction industry 4 Supported community involvement/development Benefits to young people 4 Develops the necessary skills to enable young people to engage into 'The World of Work' empowering them to make relevant and informed decisions concerning their options 4 Increases personal development and self-esteem, along with reinforcing positive attitudes 4 Placed attendees in a stimulating, rewarding and small work-based learning environment 4 Classroom/skills based learning programme included interview experience and regular teamwork activities
What’s next? 4 A further two-week Construction Employability Programme, in partnership with Wates, will be considered for late 2018-2019
Level of impact 23
If you require this information in another format or language, please phone 01827 709709 or email enquiries@tamworth.gov.uk
Tenant Regulatory & Involvement Team, Telephone: 01827 709709 Tamworth Borough Council Marmion House, LichďŹ eld Street, Tamworth, Staffordshire, B79 7BZ tenantparticipation@tamworth.gov.uk
(08/18) 2245