Tenant Impact Assessment 2010 - 2011

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Tenant Involvement Impact Assessment

Tenant Involvement Impact Assessment 2010-2011

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Level of Impact

Introduction Welcome to Tamworth Borough Council’s second Tenant Involvement annual Impact Assessment.

This report shows the real impact of tenant involvement over the past year (April 2010 - March 2011). 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

Each method of involvement has been rated in terms of impact made as a result of the activities.

The key below explains the impact ratings.

Significant impact – a direct change has been made to how

services are planned or delivered as a result of the involvement method

Moderate impact – some influence or minor changes to services have been made as a result of the method of involvement

l Improve the area and community tenants live in l Hold Tamworth Borough Council to account

Low impact – no change to service has been made as a direct result

of the type of involvement but outcomes do contribute towards ongoing reviews and services

Tenant Participation Tamworth Borough Council is committed to involving tenants in the way it delivers services.

Customers can have a real influence on the way services are shaped and improved by choosing a way to get involved that suits them.

The Tenant Participation Strategy and Action Plan were reviewed during 2010 to make it a more customer friendly document, while promoting a wide range of opportunities for involvement.

Tamworth Borough Council has a designated Tenant Participation Team which, for the period of this assessment, was made up of two full-time and one part-time member of staff.

Impact Assessment An Impact Assessment measures and evaluates the effect tenant involvement has, while looking at the difference it makes to Council-run services. This report identifies what has changed as a result of tenants 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 which 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, contact details can be found on the back of this document.

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Tenant Consultative Group

l Opportunity to attend two ‘repairs’ focus groups to discuss tenants thoughts and experiences of the repairs service l Consulted on the Christmas rent campaign

What is it / Purpose?

l Review of the Secure Tenancy Agreement

The Tenant Consultative Group (TCG) provides a united voice for tenants across the borough. It actively recruits, promotes, consults and involves Tamworth Borough Council tenants and leaseholders in involvement activities. Tenant Consultative Group members may also chair sub groups and working groups.

l Discussion around the increased number of complaints around mould and condensation

The group meets monthly and is consulted on tenant related policies, practices and procedures and current issues affecting Tamworth and its tenants.

l Development of a more customer friendly Tenant Participation Strategy

The group has their own constitution, code of conduct and expenses policy

l Produced ‘Local Offers’ as part of the new regulatory framework

Outcomes l Developed a Tenant Involvement annual impact assessment l Produced a comprehensive ‘Condensation Advice’ leaflet for tenants

Activity/Outputs l Held 12 meetings throughout the year with an average attendance of 11 members representing 9 areas l Review of the Capital Works programme 2010/2011 l Review of performance indicators and outcomes for Landlord Services l Review of the Tenant Participation Strategy l Assisted in the production of Tamworth Borough Councils first Tenant Involvement annual Impact Assessment l Review of the Repairs and Maintenance Service Standards l Involved in the production of Landlord Services Annual Report and summary document to tenants l Group members visited Morrison’s call centre to gain a better understanding of the appointment system, empty property procedures and call handling. Opportunity to ask questions during a question and answer session

l The Tenant Consultative Group Constitution was reviewed to reflect that TCG members will be consulted on any policy change prior to a decision being made by Cabinet l Tenant inspectors recruited and trained to audit service improvement around estate cleaning and customer access arrangements l Revised service standards for Repairs and Maintenance l Following the visit to Morrison’s Facilities, tenants were able to gain a greater understanding of the appointment system, void (empty properties) procedures and call handling l Produced Landlord Services Annual Report and summary document l TCG members had a direct input into the selection of the window contractor l The feedback from TCG members and other tenants that attended both repairs focus groups was fed into the review of the Repairs Policy l A number of tenant related policies were revised/approved by the TCG

l Review of housing letters before ‘crystal marking’

l Letters across the housing service were given to TCG members to review and feedback recommendations. This contributed towards recognition of the ‘Crystal Mark’ accreditation of housing letters

l Quarterly updates and reports against the annual customer satisfaction calendar

l Recommendations put forward for the review of the Secure Tenancy Agreement

l Monthly reports on Landlord Performance

l Transparent service delivery. Tenants have been able to influence standards of service, policies and procedures

l Review of the TCG Constitution

l Monthly updates on the development of ‘Local Offers’ l Discussions held around closure of the payment kiosk at Marmion House and alternative options available to customers

l TCG members chose the rent campaign poster

l Consulted on the introduction of a ‘Tut’s and Grumbles’ line

What next?

l Involved in selecting ‘Wish Upon a Star’ projects

l Increase the number of tenant representatives to join the TCG

l Discussions on the development of estate walkabouts and initiatives to promote resident involvement

l TCG to continue to scrutinise services through the audit of housing services

l TCG members were directly involved in the selection and interview process of the window contractor

l Complaints Review Panel to be developed during 2011/2012

l Information provided to the group on 'WEL’ community alarm system and the transition from the Homelink service

l The TCG will receive monthly updates on how Landlord services is performing against the National Standards and Tamworth’s ‘Local Offers’

l Updated on the Landlord Services Delivery Plan for 2009/2010 & 2010/2011

l Review the database of tenant involvement report that reflects the last three years of those actively involved in tenant participation activities

l Live demonstration of the customer performance dashboard & key performance information l Information on the benefit and welfare changes being introduced l Consultation on the proposed ‘Housing Capital Programme’ for the next 4 years

Level of Impact

l Involved in the introduction of tenant inspectors to audit housing services l Updates on estate based events – ‘Glascote Heath Litter Pick’, ‘Plant a Pot’ and the ‘High Rise Flats’ housing services open morning 4

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Tenant Involvement Group

Staffordshire Tenants Forum

Purpose

Purpose

The group was formed in February / March 2008 and ensures the implementation of actions and performance targets set out in the Tenant Participation Strategy Action Plan.

Activity

The Staffordshire Tenants Forum was set up in 2002 to share ideas and good practice across Staffordshire and the Midlands in relation to tenant involvement. The group has attended numerous training events on how to mystery shop organisations on customer service. All three organisations were ‘mystery shopped’ in 2004 & 2006. They also carried out mystery shopping exercises and reported findings to Derwent Living and Three Valleys Housing in 2006. .

l Held 6 meetings throughout the year

The group has a constitution, code of conduct and expenses policy.

l Monitoring of the Tenant Participation Strategy Action Plan l Updates with progress reports against the annual customer satisfaction calendar

Activity

l Consulted on the development of a more customer friendly Tenant Participation Strategy

l Carried out a customer service mystery shop exercise on behalf of Tamworth Borough Council

l Consulted on the questions for discussion at the repairs focus groups

l Group discussed and agreed projects for the year 2010/2011

l Involved in the update of the Tenant Participation website and reviewing other housing providers websites

l Review of the Staffordshire Tenants Forum Website

l Information provided on the Tenant Involvement Recruitment Drive, ‘Wish upon a Star’ events and all activities organised by the Tenant Participation Team l Involved in the production of the Tenant Involvement annual Impact Assessment for 2009/2010 l Assisted in the development of a ‘welcome letter’ to all new tenants to promote tenant involvement

Outcomes l Developed a more customer friendly Tenant Participation Strategy l Developed a Tenant Involvement annual Impact Assessment l An introductory letter has been sent out to all new tenants to promote the benefits of tenant involvement and encourage new membership

l Discussion held on the proposals in the’ Localism’ Bill, ‘The Big Society’ Bill and recommendations within the ‘Fairer Future for Social Housing’ Bill l Review of the complaints process across the three organisations l Sharing best practice, common themes and news across tenant involvement l Group discussed and agreed projects for the year 2011/2012

Outcomes l Produced a comprehensive mystery shopping report for Tamworth Borough Council Customer Services Team l Re-launch of the Staffordshire Tenants Forum website to include reports of mystery shopping exercises, profiles of group members, contact information, minutes from meetings, details of group training and partnership working with other housing organisations

l The tenant participation web pages were developed to be more informative and up-to-date whilst advertising a wide variety of opportunities for tenants to get involved, be consulted and stay informed.

l Sharing best practise and learning with each organisations complaints process

What next?

l Continue with the development of the Staffordshire Tenants Forum website

l Analyse results from the Status Satisfaction Survey and be fully involved in the development of action plans for future service delivery l Continue to monitor the Tenant Participation Action Plan

What next? l Continue to share best practise across the three organisations and report progress against the ‘local offers’ and complaints process l Each organisation to share information and performance against the ‘Local offers’ and National Standards

l Continue to monitor customer feedback to improve overall satisfaction with the housing service l Develop a Complaints Review Panel l To assist in the annual recruitment drive for all tenants and leaseholders

Level of Impact

Level of Impact

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Seniors United

Training and Development Opportunities

Purpose

What is it/Purpose?

The group was formed after the ‘Afternoon Tea Assembly’ event that was held to bring together tenants in sheltered housing schemes across the borough of Tamworth and promote the ‘Wish Upon a Star’ initiative. The idea was put forward by several tenants and supported by their Scheme Managers who wanted to engage their tenants in sharing ideas and experiences across all sheltered housing schemes across the borough.

In-house and external training opportunities available to tenants which help them to develop their skills, provide them with information and give them an opportunity to share their views and ideas with other residents

Activity

Tenants have attended the following training courses:

l Presentation by Chris Lyons Anti-Social Behaviour Officer with Staffordshire Police. Information on how to report anti-social behaviour and the action that will be taken. Chance to ask questions during a question and answer session.

l Personal Safety Training as part of the Suzy Lamplugh Trust

l Group members visited Morrison’s call centre to gain a better understanding of the appointment system, void procedures and call handling. Opportunity to ask questions during a question and answer session l Group discussed ideas for a Sheltered Housing fun day l Information on the Thomas Hardy Court extra care facilities l Updated on the Ankermoor Court ‘Plant a Pot’ event l Energy Saving Workshop provided for the group by ‘Fit for the Future’ l Opportunity to discuss views and experiences of health and social care in Staffordshire with representatives from the Community Council of Staffordshire

Outcomes l Successful ‘Plant a Pot’ event carried out at Ankermoor sheltered scheme which enabled elderly residents to take part in a gardening event which they had previously felt unable to do due to mobility issues. Residents also took ownership of their pots and carried out a similar event themselves over the winter period l Group members gave feedback into a county wide community engagement project which was set up to ascertain people’s views, concerns and experiences of health and social care services throughout the country. Members also suggested how these might be improved

Activity l Mystery Shopping and Tenant Inspector Training l Anti-Social Behaviour Resident Champions training

Outcomes l Mystery Shopping and Tenant Inspector training was a useful tool for the introduction of Tenant Inspectors to equip customers with the skills and knowledge to effectively ‘shop’ services and test service standards. l Personal Safety training to help and maintain a safer working environment for volunteer tenant inspectors.

What next? l Scrutiny training to be arranged to give tenants the confidence to assess Landlord performance and make recommendations to Tamworth Borough Council Housing Service on improvements to services delivery. l Continue to ensure that tenants are able to access appropriate training courses to provide them with the relevant skills to help them carry out their role

Level of Impact

l Group members were given information on how to be more energy efficient in their home, save money on energy bills and reduce household waste

What next? l Following the successful ‘Plant a pot’ event, this will be repeated during April 2011 at another two sheltered schemes using the theme of the Royal Wedding l The Tenant Participation Team will actively attend the sheltered schemes for any future Housing Service consultation

Level of Impact

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Tenant Services Authority New Regulatory Framework & ‘Local Offers’ consultation

Level of Impact

The ‘Local Offers’ consultation

‘Local Offers’ consultation

The Tenant Services Authority (TSA) is responsible for the regulation of all social housing and they have developed a set of standards that all housing providers must meet. In addition to meeting the TSA's national standards, housing providers have been required to develop ‘local offers’ or standards, where tenants have been consulted and explained what ‘local’ means to them, what their priorities are for the future and what standards of service they expect from their housing service.

What is it/Purpose?

‘Local offers’ are service standards or promises agreed with tenants. They are additional to the national standards set out by the TSA that Tamworth Borough Council is required to meet. We have been committed to developing our ‘local offers’ in consultation with tenants and an extensive combination of methods have been used to do this.

Activity l ‘Local Offer’ surveys were posted to all tenants on the database of tenant involvement and all tenants on the ‘Young Tenants’ database of involvement l Consultation was held with the Tenant Consultative Group and Tenant Involvement Group l Information was placed on Tamworth Borough Council’s website with an online form for tenants to complete l Consultation was held at all sheltered schemes across the borough l Consultation was undertaken at Marmion House reception, at Tamworth Market place and at the four locality hubs – ARCHes - , Stonydelph, Glascote Belgrave and Amington l Proposed ‘Local Offers’ was advertised in ‘Open House’, quarterly tenants’ newsletter.

Outcomes l More than 800 tenants took the opportunity to talk to the Tenant Participation Team and suggest what they thought should be in Tamworth’s ‘Local Offers’ l Tamworth’s ‘Local Offers’ was produced in partnership with tenants

What next? l Tamworth’s ‘Local Offers’ to be in place by 1 April 2011 l Publish performance against the ‘Local Offers’ through Landlord Services Annual Report and through the tenants quarterly newsletter ‘Open House’ l The Tenant Involvement Group will be responsible for monitoring performance against the National Standards and ‘Local Offers’

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Customer Satisfaction/Feedback/Consultation

Outcomes l 72 young tenants were added to the database of involvement

What is it/Purpose?

Surveys 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 form or answering a telephone survey with a member of Tamworth Borough Council Housing staff. This enables Tamworth Borough Council to build up a picture of tenants’ views to help monitor performance and shape service improvements.

Activity/Outputs l The ‘Your Views Matter’ Young Tenants Survey was sent to 1000 tenants of Tamworth Borough council aged between 18 and 35 years l Two repairs focus groups were conducted during November 2010 to assess customers perceptions, satisfaction and recommendations for future improvements with the repairs service l An Anti-Social Behaviour telephone survey was carried out in August 2010 l Two Communal Cleaning postal surveys were conducted in May and September 2010 l A Rent Payment and Arrears Services questionnaire was posted out to every tenant of Tamworth Borough Council with the quarterly rent statement in July 2010. These were made up of 4,117 general purpose tenants and 370 Sheltered Housing tenants. l The ‘Open House’ consultation questionnaire was developed as an interim survey to determine satisfaction with the tenant quarterly newsletter and whether customers felt that the newsletter provided them with relevant and interesting information about their housing service. l 23 customers out of a possible 74 agreed to complete a Housing Advice customer satisfaction survey. During 2010-2011 these customers had accessed the housing advice service via the homelessness route l A Private Sector Housing Customer satisfaction survey was posted out to 19 customers during November 2010 l The Tenant Participation Team conducted an extensive consultation exercise throughout November to February to complete the ‘Local Offers’ survey and establish what tenants priorities were for the future

l Feedback from both the repairs focus groups was used in the review of the repairs policy l Responses from the anti-social behaviour telephone survey have been fed into the review of Tamworth Borough Council’s Anti-Social Behaviour Policy l In total, the communal cleaning survey was distributed to 600 tenants in receipt of a communal cleaning survey during May and September 2010 and recommendations have been taken forward and implemented with volunteer tenant inspectors l Feedback from the ‘Local Offers’ consultation event was used to develop Tamworth’s ‘Local Offers’ - our customer promise to you l Feedback from the non-bidders survey resulted in reminders of housing registration numbers and the ‘Finding a Home’ leaflet being sent out to over 60 applicants. In addition to this HomeSwapper forms were distributed, specific enquiries were dealt with for those applicants that needed additional assistance and 4 vulnerable applicants were identified following a needs and risk assessment being carried out. Over 30% of applicants took the opportunity to tell us their views surrounding the allocations system used at Tamworth Borough Council. l Overall, feedback from all satisfaction surveys are used to improve services and bring them in line with tenant aspirations l Following the Tinkers Green clean up - all tenants have been visited in the area explaining how to dispose of rubbish correctly and how/what to recycle. A commitment has also been made for extra time and resources to visit the area on a more regular basis and encourage residents to report incidents of fly tipping

What next? l The Customer Satisfaction Calendar will be developed for 2011/2012 to undertake more regular and consistent customer satisfaction monitoring to determine satisfaction levels and improve services accordingly

Level of Impact

l 1000 Non-Bidders surveys were sent out to everyone registered on the current housing list who had not placed a ‘bid’ for one of the advertised empty properties. l Surveys were conducted by the Tenant Participation and Caretaking Teams after the Tinkers Green clean up in February 2011. 50% of tenants were happy to complete these questionnaires

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Tenants Voice Tenants’ Voice is a group of tenants who contribute to and edit ‘Open House’ the Council’s quarterly tenant newsletter which is delivered to every tenant and leaseholder in the borough

What is it/Purpose?

The newsletter keeps customers informed about Housing Services and provides relevant and up-todate information.

Activity/Outputs

‘Wish Upon a Star’ What is it / Purpose?

‘Wish upon a Star’ is an initiative aimed at encouraging and promoting local community activity for tenants of Tamworth Borough Council. The Tenant Participation Team and Morrison Facilities Services have teamed up to help make a wish for a community project come true. Tenants and Leaseholders are asked to forward their ideas to the Tenant Participation Team including where it would take place to improve their local community. The ideas are then selected by a judging panel who decide which ideas will then be put forward for that financial year.

l Four editions produced annually

Activity/Outputs

l Tenants events and activities publicised

l Housing Services Open Morning and communal garden tidy up

l Consulted and updated on the ‘Local Offers’ l Information provided on the customer satisfaction calendar

Outcomes

l Consulted on ‘Your views matter’ leaflet for young tenants

l The Riverside flats open morning and communal garden tidy up was chosen after concerns were raised at a Tenant Consultative Group meeting and at the tenant recruitment drive that tenants in the High Rise flats did not feel listened to. Tenants stated that they would like something arranged for the residents of the Riverside flats to have their views listened to surrounding their housing issues.

Outcomes

What next?

l Provides advice to tenants on important issues that affect them including partnership working, new initiatives and service performance

l Continue to encourage ideas for the ‘Wish Upon a Star’ scheme through Open House, estate walkabouts and all other tenant involvement events/activities held across the Housing Service

l Informs customers about key issues including estate walkabouts, ways to pay rent, new or improved services provided by Tamworth Borough Council, opportunities for involvement and successes and achievements across the housing service. The newsletter is also used to promote the ‘You said, We did’ campaign

l A DIY project proposal was put forward for 2010/11 but this will not be carried out until June 2011

l Group discussed ideas for getting more tenants registered on the database of Involvement in preparation for the recruitment drive l Consulted and updated on the ‘Open House’ consultation

l Tamworth Borough Council has a list of tenants who are interested in getting involved in ‘Tenants Voice’

l Review ‘Wish Upon a Star’ for 2011/2012

Level of Impact

l It was agreed with Tenant Voice and through wider tenant consultation that in view of economic pressures, the summary Annual Report should be sent in lieu of the usual quarterly publication ‘Open House’. It was also agreed that the full annual report should only be available electronically (on the web) or on request.

What next? l Tenants to continue to have increased editorial control of ‘Open House’ l Open House to feature as A4 following feedback from the ‘Open House’ consultation 2010 l ‘Open House’ will be delivered by Independent Living Managers at sheltered schemes to continually strive towards value for money by saving on delivery costs l Each edition of ‘Open House’ will include a section to report performance against Tamworth’s ‘Local Offers’

Level of Impact

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Estate Walkabouts

Tenant Involvement Recruitment Drive

What it is / Purpose?

What is it / Purpose?

The aim of an estate walkabout is to give tenants, Tamworth Borough Council staff and partner agencies the chance to work together to make sure that estates are places where people want to live now and in the future. They look out for such items as litter, car parking problems, communal areas etc. Residents can talk about improvements or problems with the people that can make a difference.

The Tenant Participation Team held its second recruitment drive throughout the months of December 2010 and January 2011. The recruitment drive is an opportunity to promote the benefits of getting involved and the ways tenants can help shape their housing service.

Activity/Outputs

A range of engagement activities were developed to promote tenant involvement during this period:

l Three estate walkabouts at Glascote, The Leys/Town Centre and Kettlebrook l Tenants invited via ‘Open House’ and Tamworth Borough Council website l Tenants on the database of tenant involvement are formerly invited to attend and give feedback on all estate walkabouts l Each walkabout includes a briefing session, a tour of the estate, a log of all of the issues identified and an invitation to help put together an action plan to address any issues

Outcomes l Increase opportunities for customers to meet Tamworth Borough Council staff in their local area and raise any issues with them through a face-to-face chat l Increase opportunities for Tamworth Borough Council staff to gain informal feedback from customers l Officers and customers will agree how to solve any problems, or how to tackle any issues and agree an action plan. It will include what action will be taken, who has responsibility for that action and the timescales for action to take place. Results are reported back on a regular basis through ‘Open House’ as part of the ‘You said, We did’ campaign. l Residents are able to influence the external environment of their immediate community in line with their priorities l Promotion of the ‘Wish upon a Star’ initiative for those tenants that want to engage with the housing service in a less formal way

Activity/Outputs l Presentations to tenants at sheltered housing schemes l Promotional events around the borough l The recruitment drive was carried out alongside the ‘Local Offers’ consultation and ‘Open House’ consultation l Tenant involvement and awareness was promoted through the estate walkabouts l Staff promoted tenant involvement in the main reception area of Marmion House l Tenant involvement was actively promoted at the 4 locality hubs – or ARCH’s - with the Tenant Participation Team working alongside the Community Development Officers l The Tenant Participation Team attended a ‘Safer Tamworth Community Event’ at the assembly rooms to promote tenant involvement l Tenant involvement was promoted alongside the Christmas Rent campaign on Tamworth market stall l The web is actively used to promote all tenant involvement activities and their outcomes

Outcomes l Increased opportunity for all tenants to find out more about involvement opportunities with Tamworth Borough Council l Increase on the tenant involvement database of 102 new customers through the completion of a Sounding Board Registration form or a ‘Young Tenants’ leaflet l Engagement with ‘hard to reach’ tenants that historically do not get involved, for example, families and young people

What next?

l Large notice board permanently displayed in Marmion House reception to promote housing services

l Estate walkabouts and inspections will continue to take place and will be well advertised

What next?

l Increase the number of tenants getting involved at both the estate walkabouts and action planning meetings l Continue to promote the ‘You said, We did’ campaign l Encourage tenant involvement through registration on the database of tenant involvement

Level of Impact

l Continue to raise awareness and promote the benefits of tenant involvement through a number of different ways and as widely possible l Continue to review the menu of involvement options l Target awareness at tenants that traditionally do not get involved e.g. families and young people l Tenants to lead on the third recruitment drive during 2011/2012

Level of Impact

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Tenant Involvement Database

Estate Based Events

What is it / Purpose?

Glascote Heath Litter Pick

The tenant involvement database contains the details of all tenants wishing to get involved in ways and at times that suits them and in areas they are interested in.

Glascote Heath’s community litter pick was organised by the Tenant Participation and Caretaking Teams as part of Britain’s ‘BIG Tidy Up’ campaign.

Activity/Outputs

Activity

l Tamworth Borough Council invites tenants and leaseholders to have their say and influence their housing service by completing a Housing Sounding Board registration form

l The event took place on Wednesday 25th August covering all streets and areas within the Silver Link Road.

l The tenant involvement database was reviewed in February 2011

l Invites were hand delivered to all residents within the Silver Link Road

Outcome l 102 new tenants were added to the tenant involvement database during 2010/2011. 72 of these came from the young tenants’ survey ‘Your views matter’ carried out during June. The remaining 30 volunteers have been recruited through the ‘Local Offer’ and ‘Open House’ consultation events, annual recruitment drive and Housing Services open morning l By carrying out a review of the tenant involvement database we are able to determine where the gaps are and what improvements are needed to ensure that we are providing excellent opportunities for tenants to get involved and have a say in the way their housing service is delivered

What next? l Following the successful recruitment of 72 young tenants to the database of involvement the Tenant Participation Team will organise all future events to encourage young tenants to come along and represent the interests of other young tenants and residents in the Tamworth Borough boundary. Events will encourage anybody who wishes to contribute to join the group; address any issues young people may have within their tenancy; promote the interests and rights of young tenants and other residents and encourage positive activities amongst the community; l Explore the ways of engaging with other groups that are traditionally less likely to engage e.g. black and ethnic minority groups, young people, families, disabled etc.

Level of Impact

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l Activities for the children were advertised prior to the litter pick to encourage attendance from those customers the Council doesn’t always hear from l Those that took part in the litter pick were split into 4 teams to target particular areas of the estate

Outcomes l More than 50 people took part in Glascote Heath’s community litter pick and were able to meet staff from the Tenant Participation and Caretaking Teams l This was an opportunity for residents to raise issues on their estate and all feedback was used in the development of Tamworth’s ‘Local Offers’ l Engagement with children and young people, establishing good future relationships l Removal of 46 bags of rubbish l The event raised issues and areas of priorities on the Glascote Heath estate. l Outcomes and pictures from the event were posted on the Britain’s ‘BIG Tidy Up’ website, on Tamworth Borough Council’s website in ‘Open House’ and in the local press

What next l Carry out another estate based event in a different locality of the borough in an attempt to promote tenant involvement, meet those tenants that are traditionally considered as ‘hard to reach’, and identify priorities for the area. l Another ‘Big Tidy’ up event is scheduled for June 2011. This will include partnership working with housing services, Police, Street Wardens, Community Development workers and the Caretaking Team

Level of Impact

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The following diagrams have been taken from the tenant involvement database 2010 – 2011

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Gender

Age

Ethnicity

Availibility

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The following diagrams have been taken from the young tenant database of involvement 2010 – 2011

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Tell us what you are interested in?

What would you like to talk to your Housing Service about?

How tenants would like to be involved in a way that suits them

How would you like to tell us what your issues are?

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If you, or someone you know, require this information in an alternative format or language please phone the Tenant Participation Team on 01827 709448, or email tenantparticipation@tamworth.gov.uk.

Alternative formats are: Large print, Braille, audio tape, electronic format.

If you would like to receive a copy of any of the reports mentioned within the impact assessment please contact the Tenant Participation Team

Tenant Participation Contact Details Telephone: 01827 709448 Freephone: 0800 183 0454 Tenant Participation Team, Tamworth Borough Council Marmion House, Lichfield Street, Tamworth, Staffordshire, B79 7BZ Email: tenantparticipation@tamworth.gov.uk

Designed and produced by Tamworth Borough Council

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