Tenant impact assessment 2013 1578

Tenant Involvement Impact Assessment

Tenant Involvement Impact Assessment 2012-2013

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Tenant Involvement Impact Assessment

Introduction Welcome to Tamworth Borough Council’s third Tenant Involvement Annual Impact Assessment.

This report shows the real impact of tenant involvement over the past year (1 April 2012 – 31 March 2013). We hope you enjoy reading it.

By getting involved, Tamworth Borough Council tenants and leaseholders can make a real difference. You can:

l Change the way Tamworth Borough Council works and improve the services they receive l Gain new skills and increase confidence by working with a group of other residents l Improve the area and community they live in l Hold Tamworth Borough Council to account

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

Customers can have a real influence on the way services are shaped and improved by choosing a way to get involved that suits them. The Tenant Involvement Strategy and Action Plan has recently been reviewed following an independent health check carried out by the Tenant Participatory Advisory Service (TPAS).

Tamworth Borough Council has a designated Tenant Regulatory and Involvement Team which, for the period of this assessment, consisted of three full-time and one part-time member of staff.

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?

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 For

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 tenant involvement activities on offer. For more ways to get involved, contact details for the Tenant Regulatory and Involvement Team can be found at the back of this document.

Level of Impact Each method of involvement has been rated in terms of impact made as a result of 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 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 Involvement Impact Assessment

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We want you to have your say!

How we’ve consulted with you during 2012-2013

The above shows the wide range of involvement opportunities where tenants have engaged with landlord services over the financial period 2012-2013. In total there have been 74 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 2012-2013 we have consulted and engaged with more than 1,050 tenants through one of the involvement options listed opposite.

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Tenant Involvement Impact Assessment

When are customers consulted?

Tenant activities/ events/ initiatives

Morning involvement

Afternoon involvement

Evening/Weekend involvement √

Tenant Consultative Group Tenant Involvement Group

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Seniors United

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Tenants Voice

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Complaints Review Panel Tenant Inspectors

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Estate walkabouts

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Performance Chambers Community events

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Supported/sheltered housing events

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Tenants Conference

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ASB Service Improvement Group

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Training & development opportunities

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Service specific events

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Corporate events

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√

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Focus groups/surveys/consultation

√

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Customer involvement has the potential to deliver a number of benefits to landlord services both directly and indirectly. These include: l Provides inclusive opportunities for customers to be involved

l Keeps tenants and residents informed and develop links with hard to reach groups l Makes tenant involvement an integral part of our business l Demonstrates Landlord Services approach to co-regulation l Increased customer satisfaction with services l Continuously improving performance

l Greater communication between landlord service and customers

l Sustainable communities and neighbourhoods that are more integrated and engaged l Increased scrutiny and therefore accountability

l Greater ability to tailor services to meet needs and preferences of customers l Sounder understanding among customers on issues which affect them

l Customers are empowered through improved skills, knowledge and prospects

Tenant Involvement Impact Assessment

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Tenant Consultative Group What Is It/Purpose?

The Tenant Consultative Group (TCG) provides a united voice for tenants across the borough. It actively recruits, promotes, consults and involves Tamworth Borough Council tenants and leaseholders in tenant involvement activities. 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 group has its own constitution, code of conduct and expenses policy.

Activity/Outputs l Held 12 meetings throughout the year with an average attendance of eight members representing seven areas

l Received presentations and monthly updates on Welfare Reform and the potential impact on tenants and Tamworth Borough Council l Information and discussions on the garage site investment programme

l Discussed feedback and comments from the Tenant Participatory Advisory Service (TPAS) following an independent health check carried out on the tenants’ Annual Report and Tenant Involvement and Consultation Strategy

l Contributed to the review and production of the Tenant Involvement & Consultation Strategy 2013-2016 l Contributed to the production of Landlord Services Annual Report 2011/2012 and summary document l Agreed designs for the Christmas and Easter rent campaign posters

l Assisted in the production of Tamworth Borough Council’s fourth Tenant Involvement annual Impact Assessment 2012-2013

l Received quarterly updates and reports against Landlord Service customer satisfaction calendar 2012/13

l Training with ‘Tenant Adviser’ on the four basic steps to scrutiny: fact finding, analysis, recommendations, monitoring and evaluating l Updates on estate-based events – Plant a Pot, Grow your Ow’ and the annual programme of estate walkabouts

l Information on the proposed changes to the supporting people grant and the impact on the Housing Revenue Account

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Tenant Involvement Impact Assessment

l Regular tenant scrutiny on the performance of services

l Workshop and detailed information provided to the group on fixed term flexible tenancies l Discussed tenant choices for bathroom and kitchen tiles and flooring

l Discussion on the recruitment of an Independent Tenant Friend to help and advise on challenging decisions as part of the regeneration projects at Tinkers Green and Kerria estates

l TCG representatives attended a meeting with Trowers Consultants to discuss the financing options available for the regeneration projects

l Monthly updates on Cabinet forward work plan l Updates to the group on the progression of service charges

l Presentation on the end of year customer intelligence report inclusive of complaints, compliments, service requests and all customer feedback

l Update on repairs performance following the mobilisation of the new contactor in April 2012 l Contributed to the production of the Decant Policy as part of the regeneration works

l Discussion and updates around the performance of the Capital Programme l Presentation on the progress of the Capital Works Programme for Sheltered Housing

l Review of Landlord Service performance on the Council’s customer web based dashboard l Involved in planning and arrangements for the Tenants’ interactive drop in event themed around Welfare Reform, Council Tax and Regeneration

Outcomes l Developed and distributed customer publications to include the Tenant Involvement annual Impact Assessment, Landlord Services Annual Report to tenants and Tenant Involvement and Consultation Strategy l The group made recommendations on priority environmental works to take forward for 2012/13 l A number of tenant-related policies were revised/approved by TCG

l Transparent service delivery. Tenants are able to influence standards of service, policies and procedures l The rent campaign posters chosen by the group was advertised across Tamworth borough to promote the importance of paying your rent on time and reducing arrears l New members joined the group during 2012 and made an active contribution at monthly meetings l Discussion on planned works for 2012/2013

l Tenant-related polices reviewed and approved

by TCG

l The group agreed to the proposed introduction of fixed term tenancies for new tenants, subject to individual circumstances being taken into consideration l Opportunity to meet with Trowers Consultants and Steve Partridge on the regeneration projects at Tinkers Green and Kerria estates and feedback on proposals for funding models l Opportunity for feedback on the proposed bathroom and kitchen tiles, flooring and materials for kitchen units

l Recommendations from TCG have been fed into the job description and person specification for the post of Independent Tenant Friend l Monthly monitoring of landlord service performance and Cabinet forward work plan l Successful interactive drop-in event was attended by tenants themed around Welfare Reform, Council Tax and Regeneration

What next? l Increase the number of tenant representatives on the Tenant Consultative Group

l The TCG will continue to receive monthly updates on the development of environmental works and will continue to be consulted on additional works to be presented to the Environmental Panel l The TCG will have full involvement on the development of the regeneration projects at Tinkers Green and Kerria estates l Key policies and initiatives will continue to be presented to the group

l Two members of the TCG will continue to sit on the quarterly performance chamber which looks at detailed performance across specific service areas l TCG will look to develop a tenant incentive scheme for tenant involvement and engagement

l TCG will be involved in the review of estate walkabouts to ensure engagement is fully inclusive across the borough l TCG will consider requirements, actions and an implementation plan for the development of a Designated Tenant Panel l Review Landlord Service Local Offers

Level of Impact Tenant Involvement Impact Assessment

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Tenant Involvement Group What Is It/Purpose?

The Tenant Involvement Group ensures the implementation of actions and performance targets set out in the Tenant Involvement and Consultation Strategy and in addition monitors ongoing performance and customer intelligence across Landlord Service.

Activity/Outputs

l Held four meetings throughout the year l Updates and progress reports on locality working

l Monitoring of the Tenant Involvement Strategy Action Plan 2012/2013. The action plan is an evolving document and the group ensures that actions within the document remain up-to-date and relevant l The group reviewed Landlord Service performance indicators

l Updates and quarterly reports on the Landlord Service Customer Satisfaction Calendar 20122013 l Review of the tenant involvement web pages

Outcomes

l Group made recommendations for the review of the 2013 – 2016 Tenant Involvement & Consultation Strategy, following on from the independent health check carried out by the Tenant Participatory Advisory Service (TPAS)

l Group made recommendations for the housing performance indicators l Reviewed all tenant opinion and consultation from the Landlord Service annual satisfaction calendar 2012-2013

l Information and feedback on all tenant involvement events and initiatives

l Discussed outcomes and recommendations from the Tenant Participatory Advisory Service (TPAS) on the Annual Report and Tenant Involvement Strategy health check l Group reviewed tenant involvement literature from other housing providers

l Involved in the production of the Tenant Involvement annual Impact Assessment and Landlord Services Annual Report 2012/2013 and the review of the Tenant Involvement Strategy 2013-2016 l Involved in the delivery and planning of all tenant involvement initiatives and events

l Reviewed the Tenant Involvement Strategy and complementary two-year action plan 2012/2013

l Continued to monitor all customer feedback and performance to improve overall satisfaction with Landlord Services l Continued to share good practice in the review of publications and new initiatives

l Involved in compiling new and updated Tenant Involvement literature to replace existing publications

What next? l Launch the Tenant Involvement literature

l Launch the Tenant Involvement and Consultation Strategy 2013-2016

l Produce regular quarterly reports against Landlord Service Customer Satisfaction Calendar l Prepare for the STAR survey

l Develop a tenant incentive scheme for continued tenant involvement and engagement l Review Tamworth’s Local Offers

Level of Impact 8

Tenant Involvement Impact Assessment

Complaints Review Panel What Is It/Purpose?

As part of the tenant involvement and co-regulation standard, the Council has established a Complaints Review Panel which was set up the beginning of 2011. The Panel reviews anonymised information relating to the Tell Us policy on a quarterly basis.

Activity/Outputs l Four meetings held during the year

l Reviewed anonymised information relating to all complaints received across Landlord Services in relation to service provided to tenants l Reviewed all customer intelligence data

l Based on information provided, the panel is empowered to make recommendations regarding service improvement l Receives regular updates on the progress against previous recommendations

Outcomes

l The Panel has made several recommendations in relation to comments/complaints and service requests l The Panel recommended that a summary of compliments are reported in the quarterly tenant newsletter Open House and thanks is given to those customers who have taken the time to compliment the service

l Discussed emerging trends and suggestions for service improvement l Information provided to the group on the Tell Us Policy and different stages of complaint l Discussed quarterly responses from the telephone complaints survey

l Information shared with the Panel on the feedback from the repairs focus groups

l Discussed new arrangements under the Localism Act for dealing with complaints by social tenants against their landlords.

l Graphs are now produced for the Panel to highlight a breakdown of complaints and service requests across specific service areas

l Recommendations were put forward in response to creating a Designated Tenant Panel

What next? l The Panel will review feedback from the monthly telephone satisfaction surveys and make recommendations as appropriate

l During 2013/14 the Panel will be involved in a review of the corporate Tell Us Policy with the Head of Customer Services and the Landlord Improvement and Project Officer l The Panel will consider the formation of a Designated Tenants Panel. The purpose of the designated tenant panel is to enable the Panel to play a role in helping to resolve complaints received from tenants locally, to refer complaints to the Housing Ombudsman Service where local resolution is not possible.

Level of Impact

Tenant Involvement Impact Assessment

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Tenant Inspectors What Is It/Purpose?

As part of the tenant involvement and coregulation standard the Council has been running an innovative scheme to empower Council housing tenants to act as Tenant Inspectors.

Activity/Outputs

l 13 tenant-led audits of communal cleaning have been undertaken

l All Tenant Inspectors are provided with training and ongoing support

Outcomes

l Tenant-led Inspections are a way of involving tenants in the review and development of landlord services

l Tenant Inspectors monitor the quality of service delivery against defined standards and undertake on-site inspections l They are empowered to call managers to account if services do not meet required standards

l Tenant Inspectors have identified issues on estates as part of wider environmental works

l Tenant Inspectors have made recommendations to the Environmental Work Panel for future improvements to estates l Provides a positive relationship with tenants l Inspections identify good and bad practice

l Members of the group have promoted their work within their neighbourhood to help empower tenants elsewhere

l Feedback from Tenant Inspectors forms part of overall performance monitoring

What next? l The initiative is currently being extended to include void lettable standards, customer access arrangements and estate inspections

l Tenant Inspectors will be carrying out independent audits of all completed environmental works

l Tenant Inspectors will work with the Tenant Regulatory Team in carrying out face to face surveys with tenants who receive a communal cleaning service l Tenant Inspectors will attend personal safety training run by the Suzy Lamplugh Trust

Level of Impact

10

Tenant Involvement Impact Assessment

Seniors United What Is It/Purpose?

Seniors United is a forum for sheltered housing tenants to get together, share ideas and experiences and discuss issues relevant to their needs with the support of their Independent Living Manager and Tenant Regulation & Involvement Team.

Activity/Outputs

l Five meetings held during the year

l Presentation from Trading Standards

l Consultation and feedback on the proposed Handyperson Scheme for sheltered housing tenants l Information on the Plant a Pot events

l Question and Answer session with Richard Downing (Repairs Officer)

l Question and answer session with Don Palmer (Neighbourhood Watch) about home safety during the summer months l Feedback on successful Jubilee events in the borough’s locality areas

Outcomes

l Group members are able to meet and engage with other sheltered scheme residents and share ideas and experiences l Recommendations and feedback from Seniors United into the handy person service was reviewed prior to its launch on 1st June 2012

l Through consultation and meetings, members gave feedback into several landlord service projects, policies and initiatives

l Group members were given information across a wide range of organisations and key partner agencies

l Presentation on environmental works around the borough and at the sheltered housing schemes l Information and updates on the Welfare Benefit Reform l Advice and support on bogus callers

l Presentation from Age UK on the services they provide and the Spread the Warmth campaign l Swap a coat campaign

l All proposed policy changes and new procedures are given to Seniors United to make comments or recommendations

l Tenants discussed the types of repairs/work they would like a handyperson to carry out in their homes l Piloted the helix magnifying sheets

l Opportunity to become involved in tenant inspections around the borough l Opportunity to complete a customer satisfaction survey on Mears

l The group has a direct input into the introduction and review of policy change and new procedures l Successful review of the handyperson service

What next? l Continue to deliver presentations/ information and updates to the group from Landlord Services and other organisations

Level of Impact Tenant Involvement Impact Assessment

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Tenants Voice What Is It/Purpose?

Tenants Voice is a group of tenants who contribute to and edit Open House the Council’s quarterly tenant newsletter, which is delivered to every tenant and leaseholder in the borough. The newsletter is also available online and in reception. The newsletter keeps customers informed about landlord services and provides relevant and up-to-date information. Tenants Voice is also an editorial panel for all other landlord service publications.

Activity/Outputs

l Four editions produced annually, inclusive of Landlord Service Annual Report to tenants l Community events, tenant involvement activities and options to get involved are routinely publicised

l Information provided on results from all customer satisfaction and feedback carried out across all landlord service l Reports on special initiatives, updates and coregulation activities are all promoted through Open House.

Outcomes

l Provides advice to tenants on important issues such as partnership working, new initiatives, service performance and changes in service delivery

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

l Reviewed supported and sheltered publications

l Performance information and progress against Tamworth’s Local Offers appears in each edition l Reviewed the Tenant Involvement impact assessment

l A workshop was organised to review Landlord Service Annual Report to tenants and the Tenant Involvement and Consultation Strategy following the independent Health check assessment carried out by the Tenant Participatory & Advisory Service (TPAS)

l This editorial panel ensures that written documentation is presented in a customer friendly and easy to understand format

l Produced several publications across Landlord Service including the impact assessment, Annual Report and draft Tenant Involvement and Consultation Strategy l Tamworth Borough Council has a list of tenants who are interested in getting involved in ‘Tenants Voice’ and actively promotes new recruits through tenant involvement initiatives

What next? l Continue to deliver presentations/ information and updates to the group from Landlord Services and other organisations l Review all tenant involvement publications and the web pages

Level of Impact

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Tenant Involvement Impact Assessment

Estate Walkabouts 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 chose to live now and in the future. They identify areas of concern such as litter, graffiti, car parking problems, issues within communal areas etc. Residents can make suggestions for improvements within the area to create more safer and sustainable communities to live in.

Activity/Outputs

l Four estate walkabouts were carried out at Glascote, Leyfields, Stonydelph and Tinkers Green

l Tenants on the database of involvement were formerly invited to attend and give feedback on the walkabouts

Outcomes

l Increase opportunities for customers to meet Tamworth Borough Council staff in their local area and raise any issues through face-to-face contact

l Officers and customers agree how to solve any problems, or how to tackle any issues and agree an action plan. This includes what action will be taken, who has responsibility for ensuring that action is taken and the timescales for actions to take place. Results are reported back on a regular basis through Open House as part of the ‘You said, We did’ campaign.

l Tenants were invited via ‘Open House’ and Tamworth Borough Council’s website

l Each walkabout includes a briefing session, a tour of the estate, a log of all of the issues identified and an action plan to address issues

l Increase opportunities for Tamworth Borough Council staff to gain informal feedback from customers

l Residents are able to influence the external environment of their immediate community in line with their priorities and create safer places to live l Better community cohesion

l Creates pride in the local area

l Increased accountability to residents by partners and agencies

What next? l Estate walkabouts/inspections will continue to take place and will be well advertised through different formats

l Increase the number of tenants getting involved in 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

l If residents are unable to attend an estate walkabout, they will be invited to complete a pre-estate survey to identify any issues that they believe need attention. This enables residents who are not able to attend on the day an opportunity to have a say about their local environment l Carry out an annual impact assessment to include purpose and role of estate walkabouts, how these fit into the overall involvement programme, a review of attendees/participants, a review of outcomes, what has been achieved and a review of how these are delivered. From this review there will arise proposals for changes to make the programme more effective/inclusive

Level of Impact Tenant Involvement Impact Assessment

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Tenants Conference – Drop-in event What Is It/Purpose?

The interactive tenants conference took place at Tamworth Assembly Rooms on Monday 25 March 2013. The event was organised to let Tamworth Borough Council tenants know about the biggest shake-up of the benefit system in 60 years. To help tenants understand the changes and the impact they may have, the drop-in event at Tamworth Assembly Rooms had staff on hand to offer support and advice to discuss change and available options. In addition to the Welfare Reform, the event also had representatives on hand from Council Tax, landlord service and the regeneration projects.

Activity/Outputs

l Every Tamworth council tenant claiming housing benefit or council tax benefit was invited to a drop-in event in March where they could find out more information on welfare reform and Council Tax and how the changes might affect them

l More than 2,600 invitations were distributed, inviting those likely to be affected by the biggest changes to welfare benefits since the 1940s

l Information and staff were also on hand to talk about plans to regenerate the Tinkers Green and Kerria estates

Outcomes

l Raise awareness of Welfare Reform changes to enable people to plan better for the future and consider available options l Help and assist with budget planning and debt advice

l Staff were available to answer questions about the plans for the ÂŁ21.5 million regeneration of Tinkers Green and the Kerria estates

l Help people find out how changes may affect them and help them plan for the future l Promoted government changes and their impact

l Promoted the challenges for Landlord Service over the next 12 months

l Provided positive partnership working between tenants and Tamworth Borough Council

What next? l The tenants conference will continue to be held every two years

l Tenants will be asked for areas of interest to be discussed at the next conference

l Tenants who attended the conference will be invited to other tenant involvement activities and initiatives

l The Tenants Conference 2013/14 will update on the regeneration projects at Tinkers Green and Kerria estates, highlight the achievements of the environmental works programme and update on the Housing Revenue Account Business Plan

Level of Impact 14

Tenant Involvement Impact Assessment

Sheltered and Supported Housing Events Plant a Pot and Grow your Own Activity/Outputs l Working with Mears and Supported Housing Staff to promote healthy living and lifestyle awareness for young people and families at Ellerbeck and Chestnut Court Supported Housing Schemes

Outcomes

l Elderly residents with mobility issues are enabled to actively take part in a fun and inclusive gardening events, thereby increasing mobility and tackling issues of isolation. The events are supported by the Council’s Tenant Involvement and Caretaking team and have proved extremely popular over the years

l Three successful Plant a Pot events held at Thomas Hardy Court, Oakendale and Edward Court sheltered schemes with a Jubilee theme.

l The Grow Your Own event successfully involved young residents rolling their sleeves up and getting involved with planting veg and seeds, tasting healthy foods and engaging in healthy living and lifestyle awareness for young people and families.

What next? l Both the Plant a Pot and Grow Your Own events will be repeated during 2013/14

l Continue to engage and consult with sheltered and supported housing residents through informal and interactional events l An intergenerational event on healthy eating will be organised during 2013/14 to raise awareness for families about diet, food budgeting recipe sharing, fun cook time with families and general healthy lifestyle awareness.

Level of Impact

Tenant Involvement Impact Assessment

15

Customer Intelligence What Is It/Purpose?

Surveys and consultation are a way of obtaining views and 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 focus group or attending an organised event with members of landlord service staff. This enables the Council to build up a picture of tenants’ views to help monitor performance and shape service improvements.

Activity/Outputs l Monthly complaints satisfaction survey for those customers that have had direct experience of the corporate complaints process Tell Us l Quarterly anti-social behaviour satisfaction survey

l Consultation with sheltered scheme residents about the introduction of a handyperson service

Outcomes

l Finding a Home satisfaction survey l Two repairs focus groups

l Quarterly New Tenant questionnaire

l Pre-walkabout surveys are sent to residents who have actively shown an interest in attending an arranged walkabout but are not able to attend on the day

l Tenant feedback and consultation enables direct customer involvement into shaping and influencing landlord service delivery

l The Finding a Home website has been updated to include advertising empty garages

l Good quality feedback at a minimal cost

l Tenant feedback has resulted in enhanced contractor communication with customers

l The Handyperson service began in May 2012 following extensive consultation with the Council’s sheltered scheme residents

l Survey results and feedback are used to understand comparative satisfaction and make recommendations for service improvement

l Outcomes from the repairs focus group will be fed into the review of the repairs policy during 2013/14

l Additional property information such as bedroom sizes is now included on the Finding a Home website as a direct result of comments made on the satisfaction survey form.

l Pre-walkabout surveys give residents the opportunity to have a say about their local environment and improvements that they would like to see in the area

What next? l STAR survey will be carried out 2013/2014

l Closely monitor customer satisfaction with the anti-social behaviour procedure and share results through the anti-social behaviour service improvement group

Level of Impact

16

Tenant Involvement Impact Assessment

Training and Development Opportunities What Is It/Purpose?

In-house and external training opportunities equip tenants with the necessary skills and knowledge to achieve a high level of tenant involvement and empowerment in landlord services performance management and decision making.

Activity/Outputs

l Training with Tenant Advisor was organised in line with current thinking and the requirements of co-regulation and tenant scrutiny as set out in the national standards. Tenant Scrutiny in action at Tamworth covered a taster of the four key steps to scrutiny, changes in regulation and co-regulation and the effective skills required to take part in scrutinising services.

Outcomes

l Help tenants to improve their knowledge, skills and confidence to take part in service reviews and reality checking l Allow tenants to have a greater say in service delivery and performance and influence decisions that are made across landlord service

l A training and skills and knowledge matrix was developed and shared with the Tenant Consultative Group to assess what training and awareness is required by tenants to ensure active engagement and understanding in the role of scrutiny

l Empower tenants, helping them to be more confident in engaging with their landlords and leading community activity

What next? l Ongoing training and support to equip tenants with the skills and knowledge to effectively scrutinise and inform policy making as well as agreeing performance management arrangements l Training to strengthen the role of tenants in the role of complaint handling

Level of Impact

Tenant Involvement Impact Assessment

17

Estate Based Events Jubilee Community Events What Is It/Purpose?

The Diamond Jubilee events were organised by Tamworth Borough Council’s Community Development team to take part in celebratory events around the borough to mark the Queen's 60-year reign.

Activity/Outputs

l Residents were invited to join one of several Jubilee events organised around the borough l As well as a fun element to the events with inflatables, games, crafts and refreshments, there was also the opportunity to promote services and provide vital information from a number of organisations including South Staffordshire College, housing, the youth service and many others l A live broadcast to promote stalls and organisations

Outcomes

l The events aimed at bringing communities together, attracted lots of visitors as well as celebrating the royal Jubilee

l The events enabled the Tenant Involvement Team to engage with customers who are traditionally considered hard to reach and add new tenants to the database of tenant involvement

l Local people were able to gain access to advice and support, as well as having an afternoon of fun and entertainment l Partnership events result in shared actions and planning to facilitate and improve customer engagement and local outcomes

What next? l The Tenant Involvement Team will continue to support and engage with other organisations and key partners to build both a sense of local community and promote access to services. l Continue to strengthen the success of the locality working buddy system developed between Landlord Service and Community Development

Level of Impact

18

Tenant Involvement Impact Assessment

Tenant Involvement Impact Assessment

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If you, or someone you know, require this information in an alternative format or language please phone the Tenant Involvement Team on 01827 709448, or email tenantinvolvement@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 Involvement Contact Details Telephone: 01827 709448 Freephone: 0800 183 0454 Tenant Involvement Team, Tamworth Borough Council Marmion House, Lichfield Street, Tamworth, Staffordshire, B79 7BZ Email: tenantinvolvement@tamworth.gov.uk

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