Making a Difference Together

Opening Doors - Enhancing Lives

Making a Difference Together The Changes your Involvement made in 2015/16

Clwyd Alyn and Tš Glas are charitable Registered Societies.

Pennaf Impact Assessment 2016 Single Page.indd 1

15/12/2016 15:08

Making a Difference Together: The Changes your Involvement made in 2015/16 “If you do not vote then you cannot complain about who gets in – be involved”.

Through your involvement, to both our services and local communities 119 community events and activities took place in 2015-2016 and up to £48,000 was secured in external grants to enable Clwyd Alyn and other local groups to undertake initiatives that benefited our residents and/ or our local communities.

This year, through working together we have achieved the following outcomes: • Improving the environment (i.e. enhancing Biodiversity) • Digital Inclusion • Health and Wellbeing • Developing Skills and Employability • Community Cohesion • Community Safety • Improving confidence and recognising achieving • Intergenerational Working • Recognising Resident Achievements

Improving the local environment Contractors we work with (i.e. Keepmoat and Ground Control) have supported us in running Community Gardening events which have helped enhance the health and wellbeing of local Residents – encouraging exercise and reducing stress. Residents also had fun, developed essential skills, (including team working and communication) and improved biodiversity:

and endangered species such as native bees and butterflies. Without bees, experts say that a third of our regular diet would be affected, crops would fail in massive quantities and animals – both wild and domesticated – would be left without the foodstuffs they rely on.

• Working on allotments in Garden City, Flintshire - growing healthy, fresh produce.

• In Dolanog, Pensarn, a team got together to improve the communal gardens at their scheme, clearing 11 bags of weeds and painting fences.

• In October 2015, a team of Clwyd Alyn and PenAlyn staff volunteers came together to transform what had been a disused caretaker’s office at Hafan Dirion, into a comfortable, communal living room for residents, which they now use regularly.

• A community painting day (supported by Mold Tesco and Travis Perkins staff as well as resident volunteers) took place in Nant Mawr Court, Buckley to brighten up areas of the scheme.

• Thanks to funding from Travis Perkins, amenities at Erw Groes are now accessible, as PenAlyn have been able to install a fully accessible toilet and baby changing facilities.

• Residents in Buckley, Flint and Garden City, Flintshire; Hafan Dirion and Swn y Môr in Denbighshire and Elm Court, Wrexham have planted flowers to brighten up their communities and attract pollinating insects, including protected

Making a Difference Together The Changes your Involvement made in 2015/16 2 Pennaf Impact Assessment 2016 Single Page.indd 2

15/12/2016 15:08

• An ‘Energy Best Deal’ session took place at Bro Trehinon, Sheltered Housing Scheme in Anglesey to teach residents how to reduce fuel bills; what support is available for people struggling to pay their energy bills and how to save money by using less energy and become more energy efficient.

Improving communication with our residents

• At least 6 community litter picks and 4 multi-agency clean up (skip) days took place (i.e. in Mold, Flint and Holway, in Flintshire and Rhyl). Residents told us that their estates ‘looked better’ afterwards and that events helped them to feel “more involved in their community” and helped “get kids out together”, doing something positive over the holidays.

Children were often rewarded with fun activities.

• At least 8 Resident Portal sessions have taken place to help you register onto and navigate Clwyd Alyn’s new, online Resident Portal. This online portal represents a new way for residents to check rent statements, log repairs, report anti-social behaviour and much more online.

• By using the social media networking sites Facebook and Twitter, we have been able to share with you the resident involvement and community development activities that have taken place.

Digital Inclusion Community Housing Cymru suggests almost half of social housing tenants still do not have access to the internet and a staggering 37% of people not online are social housing tenants. Digital exclusion can have a negative impact on people’s health, education, skills and employment opportunities. As a result we have been helping residents to get online to: • Improve communication with our residents • Enable access to services • Prevent loneliness and isolation • Build skills and employability • Save money

• Email campaigns have been distributed to residents who prefer communication by e-mail, enabling Clwyd Alyn to communicate more quickly and benefit from efficiency savings.

• Our theme in 2015 for the annual Residents Conference was ‘Digital Inclusion’ where digital inclusion experts educated, motivated and encouraged residents to use the internet, through promoting the many benefits of being online.

3 Pennaf Impact Assessment 2016 Single Page.indd 3

15/12/2016 15:08

Enabling access to services • We worked in partnership with ‘Vision Support’s ‘RNIB Online Today’ who provide support for residents who have a visual impairment. For example: Llys Erw Sheltered Housing scheme received ICT sessions to improve online access.

• Digital Communities Wales improved access to the internet for many of our residents by allocating kit (i.e. tablets, mobile Wi-Fi devices and laptops) to various schemes, for example: Bro Trehinon in Anglesey.

Preventing loneliness and isolation • Funding was secured for specialist hardware and software benefitting residents with visual and sensory impairments. For example: Pentre Mawr, Sheltered Housing Scheme in Abergele now have a specialist keyboard for the visually impaired and a voice recognition system. As a result, residents are now able to keep in touch with family and friends online.

• TAPE Community Music and Film provided ‘Silent Cinema’ events in several Extra Care and Sheltered Housing schemes, for example: Hafan Gwydir Extra Care, Llanrwst and Pentre Mawr, Sheltered Housing Scheme. These fun Silent Cinema events bring elderly residents together, giving them the

opportunity to reminisce while watching old black and white movies, accompanied by enjoyable music from a live organist!

Residents from the wider community also attended, enhancing their social networks.

Building skills • We delivered ‘Digital Inclusion’ sessions and ‘Beginner Computer’ courses with support from partner organisations, in areas where residents have said they want/need to develop their ICT skills. For example: Denbighshire Communities First provided a Beginners Computer course at Hafan Dirion, Rhyl in March 2016.

• “Thanks to the digital inclusion sessions, I have bought my own Apple iPad and use it daily…I read the free tabloid newspapers and check my Facebook page to keep in touch with my family”.

Resident at Pentre Mawr, Sheltered Housing Scheme.

• Digital Communities Wales (DCW) delivered ‘Digital Champion’ training sessions for residents and staff, giving them the confidence to help others to get online and to develop basic digital skills.

After attending the ‘Digital Champion’ training, several residents volunteered to support our Resident Portal session in Oct 2015 – helping other residents to get online.

Making a Difference Together The Changes your Involvement made in 2015/16 4 Pennaf Impact Assessment 2016 Single Page.indd 4

15/12/2016 15:08

•

Residents from Isallt and Dyfodol Supported Living schemes took part in a music, media project, thanks to TAPE Community Music and Film. The aim of this project was to create a contemporary soundtrack (by learning how to write lyrics, edit and rap) which will then be played alongside future ‘Silent Cinema’ events.

Saving money •

A grant was awarded from Sainsbury’s Community Fund to Llys Erw, Sheltered Housing Scheme, in Ruthin which has enabled them to buy a computer for the communal lounge. Residents have since been able to save money by shopping online and reduce their phone bills by booking GP Appointments online.

•

You can save between £500 - £700 when you’re digitally savvy.

•

A 3 day summer camp at Flint High School, was organised with Sports Flintshire, part of Flintshire County Council for young people living on Halkyn Road.

•

“It’s been epic…I’ve especially enjoyed meeting some people I wouldn’t normally have the chance to play with and trying out brilliant sports I’ve never tried before”.

•

Grant funding enabled residents from Llys Erw, Sheltered Housing Scheme and the community of Ruthin to benefit from weekly Tai Chi sessions and a weekly lunch club. This has helped build social networks, prevented isolation and enhanced mental and physical health and wellbeing.

•

HIV Awareness sessions, run by Body Positive, took place in Supported Living schemes to improve project workers’ understanding about sexual health and what local support services are available.

•

Residents from Pentre Mawr Sheltered Housing Scheme, who attend Conwy Community Voice forum meetings met with Llandrillo College Health and Social Care students, to discuss health and social care issues that affect them enabling students to learn from their experiences.

Health & Well-being •

We worked in partnership with Denbighshire County Council and ran weekly ‘street games’ sessions in Y Gorlan, Rhyl, over a six month period.

5 Pennaf Impact Assessment 2016 Single Page.indd 5

15/12/2016 15:08

Working with local businesses made a real difference to vulnerable residents’.

• Airbus and Keepmoat donated items to Tŷ Nos and Dewi Sant Centre that rough sleepers’ needed (e.g. bedding, toiletries, food and warm clothing), helping them survive on the streets in the cold, winter weather.

• Kingspan donated work boots for Supported Living residents which benefitted those starting work or apprenticeships in the construction industry.

• MoneySupermarket.com donated £1,000 each to Tŷ Nos and Dewi Sant Centre. Tŷ Golau’s Manager told us “having these donations ensures our service users feel they have self-worth and confidence and helps to positively enhance their lives”.

• Donations helped make ResFest 2015 an astounding success! This conference brought young people from our Supported Living Schemes together to: learn constructive steps they could take to improve their mental health, wellbeing and happiness.

Developing Skills and Employability • Airbus delivered employability sessions at Erw Groes, Supported Living Scheme in Flintshire, to help build their skills and confidence, for example: CV writing and interview skills.

• Keepmoat ran Construction Skills Certification Scheme (CSCS) training sessions and provided training resources for Flintshire Supported Living residents which helped them to work in the construction industry. As a result one resident from Greenbank Villas has since completed the CSCS test also funded by Keepmoat.

• Elderly residents at Nant Mawr Court Sheltered Housing Scheme enjoyed taking part in art and craft workshops.

Community Cohesion Our ‘Conwy Community Voice’ project continued working with local residents to drive change and improve services across Conwy. Regular forum meetings were held providing residents the opportunity to have a real say about issues and services that affect them. As a result improvements have been made such as: • Pentre Mawr residents raised the need for a closer bus stop and as a direct result the local bus service now stops at Pentre Mawr and goes to Abergele Tesco and the High Street, enabling elderly residents to access local shops.

Making a Difference Together The Changes your Involvement made in 2015/16 6 Pennaf Impact Assessment 2016 Single Page.indd 6

15/12/2016 15:08

• A young resident from Isallt Supported Living Scheme who attended an ‘Active Citizenship course’, was empowered to contact Conwy County Borough Council herself to address an issue around recycling which is a real achievement for her.

• Diverse, fun events and activities brought communities together enabling residents to discuss their current needs and helped to improve community relations.

• A trip to Colwyn Bay zoo was arranged for Anglesey residents who told us that this event “helped me get friendlier with some neighbours” and that they especially liked the “community spirit” on the day.

• Multi-agency Christmas events were organised in Garden City, Flintshire and Rhyl, in addition to different activities taking place, information was given on fire safety at home and energy efficiency to parents. One resident commented, “This event brought the community together and helped the kids to have fun on a street where they can’t play out”.

• In Abergele, Ruthin, Mold and Llandudno Junction, residents were invited into their local Tesco stores to enjoy a free, 3 course Christmas meal and raffle! Most of the Residents who attended were elderly and/or were going to be alone at Christmas. Residents said they especially enjoyed “the company” and “getting out and mixing with people”.

• Mold Specsavers; MoneySupermarket. com; Kingspan and Radio City donated toys for children and young people living in our Supported Living Projects, for them to open on Christmas Day 2014.

A resident commented, “It was the only present I got to open in the project and it really meant a lot, the food donations meant I did not have to worry about food and we had communal meals so all residents got together and celebrated together”.

• Moneysupermarket.com donated a hundred Easter eggs which we were able to distribute to Flintshire Supported Living schemes, Clwyd Alyn’s Womens Aid as well as organise Easter egg hunts in Garden City, Flintshire and in Rhyl.

7 Pennaf Impact Assessment 2016 Single Page.indd 7

15/12/2016 15:08

Community Safety

Intergenerational

Events have taken place to prevent crime and anti-social behaviour and improve personal safety:

• A community planting project took place at Llys Esgob Morgan with the support of Ground Control and school children from Ysgol Esgob Morgan. The school pupils presented residents with pots and planters to help brighten up their gardens.

• A multi-agency Halloween party took place in Holway, Holywell, which brought families together and helped to keep children safe (as the party was a supervised alternative to ‘Trick or Treating’). The event also provided the opportunity for local police officers to provide crime prevention and safety advice.

• A ‘Road Safety and Energy Advice event’ took place at Halkyn Road, Flint to address the concerns residents had of children playing on the road. Flintshire’s Traffic and Road Safety Team taught children about the Green Cross Code; Safer Places to Play and how to keep safe near roads. Groundwork also attended to share tips to the parents on how to save money on energy bills.

• Pupils from Ysgol Bro Gwydir and residents from Hafan Gwydir Extra Care benefitted from a ‘Paired reading project’.

The pupils developed their reading skills whilst the residents learnt how to use technology for reading.

• ‘We’ve never used an iPad before but the children were very patient in showing us how to use it and we helped them with the reading.’

• An intergenerational ‘Bread making’ community event took place at Tesco in Mold and Flintshire residents enjoyed learning about how to make bread and a tour of their bakery and speciality breads.

• Free micro-chipping events were organised with the Dogs Trust encouraging responsible dog ownership and animal welfare and to ensure local residents comply with new legislation.

Making a Difference Together The Changes your Involvement made in 2015/16 8 Pennaf Impact Assessment 2016 Single Page.indd 8

15/12/2016 15:08

Recognising Resident Achievements Clwyd Alyn staff and Residents were shortlisted and/or won Awards, which recognised the key contribution that they make to our local communities: Flintshire Volunteer Awards (2016): •

Greenbank Villas won ‘Best Environmental Project Award’ for their work with Friends of Swinchiard Brook Community Group in Flint.

•

Project Worker Inez Hickie won the ‘Employee Volunteering Award’ category.

•

Flintshire resident, James Hayden won the ‘Community Champion Award’.

•

Our collaborative ‘Conwy Together’, BIG Community Voice project won a national TPAS Cymru Award in the ‘Tenant Participation’ category.

•

A social return on investment exercise has demonstrated that over £58,000 in extra financial value was generated as a result of promoting our community development work.

•

A big thank you to everyone who got involved and we look forward to working with you again over the coming year!

9 Pennaf Impact Assessment 2016 Single Page.indd 9

15/12/2016 15:08

The changes your involvement made in 2015-2016 to both our services and local communities Raising Customer Service Standards • Our resident led Service Improvement Committee makes sure that residents approve policies that improve your services.

During the year, the committee also started to look at how it could update its role to bring in a greater level of scrutiny to the detail of policies and budgets.

• A Service Panel Review Session took place in September 2015 and brought together residents and staff from our individual panels. Service delivery is now customer led.

Residents noted that “feedback is getting heard and acted upon” through the work of the panels.

• Our three Resident Customer Service Ambassadors continued to work with staff to improve customer service. They also formed part of the judging panel for our ‘STAR’ awards where the contribution of staff to customer service beyond ‘the call of duty’ is recognised.

• Our Maintenance and Technical Service Panel met twice in the year and reviewed the Service Level Agreement between Clwyd Alyn and PenAlyn. The meetings also looked at Maintenance priorities and at the Planned Improvement programme, making suggestions for service improvement to Officers.

• Our Quality Partners are residents who have been trained to inspect Landlord services. During the year they worked on an audit on the way Clwyd Alyn communicates with residents and also started a new audit on how well we provide service charges.

• A number of residents continued in their role of Landscape Champions to help monitor the Gardening contract locally.

Residents, staff and the landscape Contractor have continued to work together to make improvements to this service.

• Leaseholder Resident Involvement continues to flourish with the Leaseholder Panel meeting five times in 2015/16.

Chaired by a resident member, residents and staff, agreed a range of new policies and procedures. Following a recent satisfaction survey, 98% of Leasehold Scheme for the elderly residents said they were happy with the service received, an improvement of over 17%.

• A mini complaints panel has met on a number of occasions to work with Officers to analyse formal complaints to make sure we are following the correct procedures. Members have commented that they have learned to become “very methodical in examining the process” of the anonymised complaints they look at.

• Residents were consulted on changes to our Transfer Policy at a consultation in November 2015, agreeing with the proposal to drop the time it takes a resident to move house from seven to one day. This has now been agreed.

• A Communal Cleaning Specification Focus Group meeting was held in December 2015 and participants had the opportunity to revise the draft specification for cleaners to use in the communal areas of our flats, which has now been approved.

Making a Difference Together The Changes your Involvement made in 2015/16 1010 Pennaf Impact Assessment 2016 Single Page.indd 10

15/12/2016 15:08

Influencing the way we work

Improving Communication

•

Through our Results Based Accountability (RBA) Groups, residents have helped us to assess how services are improving and report this to the Welsh Government, thus providing assurance to them that your views are central to the delivery of services. During the year they were re-launched as Improvement Teams, making them more streamlined and relevant to the services most important to you.

•

•

Residents have volunteered to make follow up calls at out Contact Centre to find out what you think about recent repairs you have had done. As a result we have got lots of feedback on repairs which we are using to improve the service. One of our volunteers felt it to be “an excellent idea for residents to be involved” adding that “our involvement does make a difference to the services we receive from Clwyd Alyn”.

What do we need to do to become Digitally Included? This was a question residents helped us answer at our residents conference in October 2015.

Participants commented on the fact that the event was well organised and interesting, with one noting the “excellent workshops, speakers, helpful staff (and) information to take away. Another commented that it was “a practical event for (the) many attending”. 91% of residents who completed the evaluation form confirmed that attending the conference had made them feel either very involved or a bit involved with Clwyd Alyn.

•

Read all about it! Our resident editorial panel works hard to produce our newsletters. They oversee the content and write articles and agree the overall look of the newsletter.

Members have commented that the “editorial group has definitely made a difference” to the way the newsletter looks.

•

This Making Improvements Together newsletter now also has the editorial panel treatment. Panel members met in May 2015 to look at the design and to edit the content to make it easier to follow. Panel members commented that “the format and title has changed and the Impact Assessment booklet is now more user friendly”.

•

•

Residents involved in shaping Clwyd Alyn’s Business Plan for the financial year 2015/16 joined staff in January for this meeting. Residents were able to ‘spend the Clwyd Alyn pound’. One of the participants noted that “it was good having the money to spend, it made me really think what the priorities should be”.

During the year we piloted a new way to recruit Resident Board Members through providing advice and information in an informal session with Officers and Board Members on hand to answer any questions. Eleven residents attended this event in January 2016 and a follow on session in March.

11 Pennaf Impact Assessment 2016 Single Page.indd 11

15/12/2016 15:08

Improving quality of life

Reducing Anti-Social Behaviour (ASB)

• Residents groups have continued to be active in the year, working on behalf of their communities and with Clwyd Alyn to improve services for residents. Working with Officers, Ochr Y Bryn residents managed to re-negotiate the points system used to agree their rents as a result of the local knowledge they had about facilities where they live. This has resulted in lower rents for the scheme.

• A new victim led Domestic Abuse Policy was agreed with residents in July 2015.

Comments were taken on board, such as changing the title form domestic violence to domestic abuse, and the new policy has now been agreed.

• The Sheltered Housing Umbrella Group represents sheltered housing residents across the areas where we work, encouraging them to have a voice in services affecting them. It has also made a real difference, securing grants for a number of activities and additional facilities at our schemes.

• The issue of Hate and Mate Crime was the hot topic of debate at a meeting in October 2015 at which Officers, residents and outside agencies got together to agree a new policy. A resident who attended commented that it was “thought provoking and informative”. Describing the session as the “best focus group I’ve attended whilst being a resident volunteer”.

• Resfest, the annual conference for young people from our Supported Living projects is a multi-award winning occasion at which the residents themselves are the stars of the show. It is an event at which they learn, have fun, interact with others, celebrate their achievements and skills and from which they take away lasting memories and enthusiasm, which have an impact on their confidence and wellbeing The theme for 2015 event held in July was on ‘happiness’ and over 90 residents attended on the day.

Making a Difference Together The Changes your Involvement made in 2015/16 12 Pennaf Impact Assessment 2016 Single Page.indd 12

15/12/2016 15:08