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Resident Involvement Statement -
Going for Involvement “Gold”
September 2009
Going for Involvement “Gold”
September 2009
- Responsible Director : Housing Services Director
Responsible Officer : Assistant Director of Housing Services
Last Review : September 2009
Next Review : September 2011
1.0 Purpose/Strategic Aim
1.1 The Resident Involvement Statement is intended to ensure that the objectives of involvement set out in the Resident Involvement strategy are met;
• NCHA’s target for residents and service user satisfaction with participation is 75% (top quartile) in 2011. The current level of satisfaction is 70% (top quartile).
• NCHA monitors and supports involvement opportunities to ensure that there is a diverse representation of residents and service users engaged in the involvement process.
• NCHA will ensure that all targets in the ‘Equalities and Diversities Action Plan’ relating to resident and service user involvement are met.
• NCHA will establish with residents and service users clear standards for resident involvement services and strive to meet or exceed them.
• NCHA will offer residents and service users a range of involvement opportunities which meet this diverse needs and characteristics.
• NCHA will utilise the information gained from the 2008 census to ensure residents’ involvement opportunity preferences are utilised.
• Following the success of the 2008 Resident Conference, NCHA will support the provision of an annual event in consultation with residents.
• NCHA will ensure that residents and service users have sufficient information to be able to participate effectively.
• NCHA will ensure that residents and service users are consulted about training required and that training opportunities are provided to enable them to participate effectively.
• NCHA will support residents and service users to participate and take action which meets community needs.
2.0 Background/Context
2.1 This policy was last reviewed in 2007. The review resulted in a Resident Involvement Statement which was in a different form from the previous policy. The Statement is based around the Housing Corporation’s 10 basic building blocks as a baseline for involvement taken from "People First - Delivering Change Through Involvement" (Housing Corporation 2007).
2.2 This quote from the Housing Corporation’s web site about the above document sums up the rationale for involvement;
"Involving residents improves the effectiveness with which housing services are delivered, brings benefits of new skills and increased confidence to residents. It is a core component of helping to ensure that neighbourhoods and communities are places where people want to live, now and in the future. The Housing Corporation is clear that involvement is critical to housing associations’ success as effective businesses meeting the needs of the people who live in and around their homes."
2.3 The Housing Corporation Circular 05/07 ’Requirements in Relation to Resident Involvement’ sets out the regulatory requirements placed on Housing Associations arising from the "People First : Delivering Change Through Involvement Policy." Expectations include;
• That Housing Associations adopt this policy.
• Housing Associations’ approach to plans for involving residents must be reflected in their corporate objectives.
• Housing Associations must produce a clear Residents Involvement Statement.
• Housing Associations must review the statement using impact assessments.
• From April 2008 all Housing Associations owning more than 250 units of social housing, should have at least one resident board member.
2.4 In December 2008 the Housing Corporations’ powers were devolved to the Tenant Services Authority (TSA) and the Homes and Communities Agency (HCA). The TSA is now responsible for overseeing Resident Involvement Activities for Housing Associations.
2.5 The TSA started its National Conversation, to get the views of residents, in January 2009, the first phase ended in March 2009 with 30,000 responses. The second stage was launched in July 2009. The TSA aims to launch their new Standards Framework in December 2009.
2.6 The results of the first phase of the National Conversation were unsurprising in that residents’ top priorities were; maintenance, tackling anti-social behaviour and being consulted with by their landlords.
2.7 The proposals for tenant empowerment standards expect that;
• Landlords should set out clearly how tenants should be involved in influencing and monitoring the range of services received from their landlords.
• Landlords should engage meaningfully with tenants to empower them.
• Tenants should be clear about how they can be involved in the management of their homes.
The TSA then continues to outline its expectations for how landlords could achieve these standards.
2.9 It is clear that the work of the TSA will impact upon NCHA in all areas including Resident Involvement. This Resident Involvement Statement is produced in line with current guidance and best practice.
2.10 NCHA has now produced 3 Resident Involvement Impact Assessments which evidence the Resident Involvement service and the improvements which have been made to both service delivery and communities.
3.0 References
3.1 Resident Involvement Strategy 2009.
3.2 Business Improvement Plan 09/10 – Customer Involvement.
3.3 People First - Delivering Change through Involvement – Housing Corporation 2007.
3.4 Housing Corporation Circular 05/07.
3.5 TSA Draft Standards Framework 2009.
3.6 HWCS ’Better Lives’ Strategy.
4.0 Risks
The risks resulting from non-compliance with this policy are:
• Resident satisfaction in opportunities for involvement do not remain top quartile performance.
• Services are not improved to meet residents’ needs and expectations.
• The mix of residents engaged in involvement activities will not reflect that of NCHA’s tenants in general.
• NCHA will not comply with TSA guidance.
• NCHA will get an unsatisfactory score in the Audit Commission inspection.
5.0 The 10 Building Blocks of Involvement
The Housing Corporation “People First - Delivering Change through Involvement” 2007 publication lists 10 basic building blocks as a baseline for involvement. They are as follows accompanied by NCHA’s delivery mechanism.
“Ensure that people have equal opportunities to take part in involvement and take active steps to engage with under represented and vulnerable groups.”
NCHA Action
• Active engagement with BME and hard to reach residents.
• Building positive community relations and assisting those communities to prioritise issues and tackle them.
• The setting of targets for resident’s involvement of hard to reach groups including BME residents, young people, and disabled residents.
• A disability forum is being established in order to review services offered to disabled residents.
• The monitoring of residents who take part in involvement to ensure that there is a representative mix of residents who are involved.
• Ensuring that activities are in locations and are at times which encourage diverse involvement and that residents who are involved are adequately reimbursed.
• Participation in events and community activities which attract residents who are representative of the community.
“Associations should develop a profile of residents in their homes and make positive effort to develop ‘market intelligence’ on their needs and aspirations.”
NCHA Action
• For all new tenants from July 2008, BME, support needs, religion, sexual orientation, disability data for residents is collected and can be reported on down to estate level.
• The 2008 Customer Census was sent to all existing tenants in order to collect the information detailed above. Actions are in place to collect the data to meet the target of 50% of tenants.
• Resident profiling is used as a tool to concentrate resources in arrears recovery and debt advice to ensure a positive benefit to those groups in most need.
• Residents with support needs are identified and services are tailored in a way to suit their specific needs.
• The status survey and ad hoc surveys are used as methods to get information from residents on their needs and aspirations.
• NCHA uses the Housemark Resident Involvement Benchmarking service, which allows landlords to compare Resident Involvement activities in order to ensure that NCHA Resident Involvement activities are in line with best practice.
“Associations should provide accessible information and feedback and take an open approach to providing information that is requested.”
NCHA Action
• Information is available in any language requested and in a range of formats.
• NCHA provides yearly information on how well it does in managing its homes in the annual calendar, LINK magazine and on the web.
• New residents are given information in the Tenants Handbook. Details of policies, procedures, the Annual Report and the Business Plan, are available.
• NCHA utilises the Business Improvement Process to gather feedback from residents and other sources. This is then analysed and discussed at the CAP Leaders’ Group, which consists of tenants and staff. Customer Advisory Panels assist in agreeing actions to improve the services on offer.
• Residents are informed in a variety of ways, including LINK and the web of how feedback and other forms of involvement have brought about change.
• LINK is the residents’ magazine, produced 4 times a year by an editorial panel consisting of residents and staff.
• Formal complaints are analysed with residents and recommendations are made on how to improve services.
“Develop a range of methods of involvement with active residents and/or communities that allow people to be involved on their terms.”
NCHA Action
• In the Customer Census, residents are asked to give their preferred method of consultation. They are also asked if they are interested in any service area. These findings are used to involve residents in a way they prefer and about issues they are interested in.
Residents are offered a range of involvement opportunities as follows;
- Giving individual feedback. This is input into the ’Praise and Grumble’ feedback mechanism.
- Participating in one off surveys and focus groups.
- Participating in the 2 yearly status survey and the yearly focus survey.
- Feedback is collected on a regular basis as follows;
- A new tenant survey, 6 months after a resident has moved into a newly developed home.
- A Lettings questionnaire is completed when the tenant signs the Tenancy Agreement.
- A Maintenance satisfaction slip is completed when a repair or improvement is done.
- Maintenance telephone survey.
- Estate inspections carried out quarterly with residents.
- Estate representative surveys.
- End tenancy surveys.
• Results from these exercises are fed back into the Business Improvement Process. Residents and staff sit on the CAP Leaders’ group, feedback is considered and with the assistance of CAP’s actions are suggested. Residents are kept informed of service improvements resulting from feedback.
• Estate surgeries are held, if requested where residents or staff feel it would benefit the community.
• The Consultation Panel – a group of residents who are contacted by letter or email about proposed changes to services, policies or procedures.
• Tenants and Residents Associations (TRA), NCHA supports formal and informal TRA’s. Constituted groups are required to comply with NCHA’s equalities and diversities guidelines. Funding and financial accountability training is available (Appendix A).
• Customer Advisory Panels (CAP). There are currently 6. 4 are area based dealing with tenant related matters; Ollerton, Nottingham, Leicester and Northampton. The Technical Services CAP deals with maintenance and design issues. The Communications CAP oversees the production of LINK.
• Tenants and Residents Consortium (TRC). This is a resident led group with its own funds, Business Plan and constitution. The group consists of representatives from the CAP’s, TRA’s and interested residents.
• All residents are able to apply for ordinary membership of the Association and therefore are able to attend the AGM and stand for election to the Board of Management.
• There are 2 tenants and one service user on the Board of Management. Tenants are made aware of recruitment using LINK. The TRC assists in the short listing exercise.
• A Tenant Conference was held in 2008, this is being repeated in 2009, organised and funded by TRC.
“Negotiate with residents and/or communities the terms of reference for involvement activities.”
NCHA Action
• NCHA has consulted with residents in the formulation of this Resident Involvement Statement. The method of consultation was agreed with the TRC. TPAS was consulted upon the consultation exercise.
• NCHA provides draft constitutions for CAP’s and TRA’s.
• NCHA provides financial accountability training for groups which rely on NCHA for funds.
• A Resident Involvement Service Standard has been agreed with residents.
• NCHA’s work in TRA’s and community groups empowers those groups to deal with the issues which are important to them.
“Enable involvement by providing properly resourced capacity building and training for residents, staff and where appropriate, communities.”
NCHA Action
• Resources are available to constituted groups to allow them to perform their agreed functions.
• Appropriate support is provided to ensure that residents who are involved are not out of pocket (Appendix B).
• NCHA provides a resident involvement budget to fund the resident involvement activities and the costs of the Resident Involvement staff.
• Details of resident involvement funding and comparisons with other land lords are available on request on NCHA’s web page and in the Resident Involvement Impact Assessment (see 2.10).
• All new staff have as part of their induction a resident involvement presentation, given by the Resident Involvement officer and a resident.
• A training needs analysis has been carried out to identify the training which is required by involved residents.
• A training programme is funded and produced annually.
• Tenant’s satisfaction with training is monitored.
• Estate Tenant Contacts are trained in their role.
• Residents training activity is monitored and reported on in the Resident Involvement Impact Assessment.
• NCHA supports the Newark Castle Station estate and the Moorgreen Community Resource Centres, which through community based projects provide support for their communities.
• NCHA supports TRA’s and community groups to access funding from charitable and other sources in order to achieve specific community aims.
• NCHA provides funds to the Tenants & Residents Consortium in order for them to achieve their aims and objections.
“Develop, with residents and/or communities ways to negotiate service targets, influence corporate decision making and hold the association to account.”
NCHA Action
• NCHA will consult with residents as a group or individually over a wide range of matters including:
- changes to policy or practice.
- changes to housing management.
- demolition schemes.
- changes to the terms of tenancy.
- improvement projects.
• NCHA will consult residents, who receive services paid for by a service charge, about those services at least every 2 years.
• NCHA has established a network of Estate Tenant Contacts who monitor the work of NCHA staff and contractors who provide services to our estates. They liaising with service charge staff. We survey them quarterly (Appendix C).
• NCHA has worked with residents to develop a number of Service Standards to cover the main services offered to residents by NCHA. These state the level of service to be expected. Residents assist in the monitoring of these service standards.
• NCHA in partnership with Newark & Sherwood Homes has established a Services Inspection Team who report direct to executive level. The team will consider issues raised in the Business Improvement Process in order to improve services.
• NCHA in partnership with the TRC has developed a method of policy consultation. CAP’s choose which policies they wish to review. The TRC then oversee the consultation process and agree with NCHA any changes or amendments.
• NCHA in partnership with Residents produce a Customer Involvement Business Improvement Plan. This drives the work of the Resident Involvement Team.
• NCHA has trained a number of residents in the recruitment of Housing staff who are able to sit on recruitment panels.
• NCHA has 3 resident Board members.
“Develop and sustain mechanisms, which residents and/or communities, which enable influence and designs of affordable homes, and where relevant wider neighbourhood priorities.”
NCHA Action
• The Technical Services CAP are consulted by the Maintenance Department about budget setting and the prioritisation of works and projects.
• The Technical Services CAP has an annual budget which can be used to enhance or improve communal areas. Residents and staff can apply to the CAP direct.
• Estate Improvement budgets are allocated to the 3 area offices. Suggestions for spending priorities are requested from residents and the regional CAP’s oversee the prioritisation of the spending plans and review the outcomes.
• TRA’s and informal groups are assisted and encouraged to form links with service providers, agencies and statutory bodies to ensure that neighbourhood priorities such as crime, traffic are dealt with.
• The Design Department survey all residents of newly developed properties. The results of this survey is considered by the Design and Development Departments and the Technical Services CAP. Where possible, changes to the Design specification and working methods are agreed.
“Consider with residents and/or communities the value for money of involvement activities including the added value that involvement creates.”
NCHA Action
• NCHA with the assistance of residents produce an annual Resident Involvement Impact Assessment. This details all resident involvement activities and considers the added value or impact of the investment.
• NCHA bench marks resident involvement costs using Housemarks Resident Involvement benchmarking service.
• Residents are encouraged by the Director of Finance to assist in the annual setting of budgetary priorities.
• Residents are given information about costs and specifications to decide how estate services are provided.
• Residents are involved in procurement exercises.
“Develop with residents and/or communities appropriate neighbourhood level targets and scrutinise where they want this and it is relevant.”
NCHA Action
• All estates of more than 10 properties are inspected by the Housing Management Officer and residents 4 times per year. Actions are agreed and the residents are kept informed of progress.
• Details of the estate inspections are on NCHA’s web site and are given to the estate resident representative.
• Estate resident representatives are recruited. The Estate Management Focus Group agreed a role description and the method of consultation with the estate representatives. Contractors are given their details and make contact when on site.
• Tenants and Residents Associations and informal groups are assisted to deal with community issues as and when they arise.
• NCHA is working with Environmental Campaigns - ENCAM to obtain a kite mark for estate services.
• Events have been organised to allow NCHA’s residents input into the setting of the TSA’s standards for Housing Management.
4 Business Improvement Plan – Customer Involvement
4.1 NCHA accepts that there are always improvements to be made in order to improve service delivery and customer satisfaction.
4.2 The actions which have been identified to achieve these improvements are contained in the Customer Involvement Business Improvement Plan which has been produced with the assistance of residents.
Appendix A
Supporting Residents Groups
NCHA values Tenants & Residents Associations and NCHA’s Resident Involvement Team offers a range of advice and guidance for residents who are interested in setting up a group and to existing TRAs. We can support both formal and informal groups.
Formal groups have a written constitution, an elected committee and a bank account. Informal groups are usually scheme based and are made up of residents who want to get involved in their local community, but don’t want to set up a committee.
Resident Involvement Officers offer advice and support to new groups by:
• Meeting with you to discuss your needs and offering advice on the steps you need to take to set up your group
• Helping you organise your first meeting, such as producing publicity materials (flyers, posters), organising a venue for the meeting and setting an agenda
• Giving advice on the role of Committee members
• Giving advice on writing your Constitution
• Offering guidance on opening a bank account and maintaining accounts
• Photocopying, printing and supplying essential stationery (eg envelopes, stamps)
• Arranging for you to meet with an established group to see how they work
• Helping with childcare and other essential expenses
• Offering start-up grants of £200
• Providing financial support until the start-up grant has been received
Resident Involvement Officers offer advice and support to existing groups by:
• Supporting the Committee in its development
• Discussing your training needs and advising on appropriate training
• Supporting you to organise and publicise meetings, set agendas and take minutes of meetings
• Advising you on keeping records, eg correspondence, agendas, minutes
• Advising you on maintaining accurate accounts and auditing
• Advising you on the ongoing financial support available from NCHA
• Advising you on fundraising activities and applying for external funding
• Advising you on insurance issues, eg public liability, contents insurance if you have premises
• Advising you on equal opportunities and diversity issues
• Ongoing contact with NCHA staff, eg Estate Officers, Caretakers
• Regular attendance at Committee and public meetings, as required
• Supporting you to organise community events and activities, eg fun days, day trips
• Helping you to organise your AGM
• Helping you make useful local contacts, eg Police, local authority, and advising on membership of useful organisations, eg TPAS
Appendix B
Resident Involvement Statement - Expense Claims for Tenants
1.0 Aim
1.1 To outline the process for tenants who wish to claim any out of pocket expenses incurred as a result of an NCHA activity or event. Claims can be made when a tenant attends training, meetings or any other activity where NCHA has invited the tenant to attend. Claims can be made for the following.
1.2 Childcare
1.3 Elderly / disabled / Special needs Carers
1.4 Travel /Accommodation
1.5 Food and Beverages
2.0 Childcare
2.1 Childcare claims must be arranged prior to attending the meeting or event.
2.2 Claims will be paid where the tenant is the principal care provider for dependant children.
2.3 Reasonable childcare expenses will be paid where the usual childcare arrangements such as those provided by family or friends are not available.
2.4 Any overnight childcare expenses incurred will be dealt with on a individual basis and must be negotiated with the arranging officer or manager prior to the event.
2.5 Where possible receipts for formal childcare arrangements should be produced.
2.6 The tenant will be solely responsible for the childcare provision that they arrange.
3.0 Elderly /Disabled or Special Needs Carers
3.1 Carers costs can be claimed where the tenant is the principle carer for a dependant.
3.2 Claims for Carers costs must be arranged prior to attending the meeting or event.
3.3 The rate of expenses reimbursed will be negotiated on each individual case. This can be done through the arranging officer or manager or through the Resident Involvement Team.
3.4 Tenants are solely responsible for the care provision they arrange.
4.0 Travel / Accommodation
4.1 Travel expenses can be claimed where the tenant has used any means of transport where a cost has been incurred
4.2 Mileage claims will be paid at the Inland Revenue agreed rate.
4.3 Travel via public transport, such as rail, bus or taxi will be paid on production of a valid receipt.
4.4 Reimbursement of car parking charges will be paid on production of a valid receipt. This does not include any penalties or fines incurred.
4.5 Accommodation arrangements must be agreed in advance with the arranging officer and will be negotiated on a case by case basis. Hotel accommodation has a maximum claim allowance of £100 per night. Tenants should seek the cheapest possible option.
5.0 Food and Beverages
5.1 In most circumstances when attending a NCHA event, appropriate refreshments will be provided taking into account any dietary requirements at no cost to the tenant.
5.2 Should a tenant attend an event where food or beverage provision is not made a tenant may claim appropriate costs incurred. The rate for this should be pre arranged with the arranging officer where possible.
5.3 Standard food and beverage claims will have a maximum claim allowance of £15 for main meals and £5 for all other meals.
5.4 If the tenant has to stay in a hotel and has to use the restaurant, if possible, the meal should be paid for in advance by NCHA. If this is not possible, it is expected that the cost may be more than £15.00. Only reasonable expenses should be incurred and receipts should be produced.
6.0 Payment
6.1 Payment will be made to the tenant on the day of the event where possible.
6.2 Payment can be made at a later date by cash or cheque for larger sums claimed.
6.3 Tenants are solely responsible for any declaration of claims as deemed by Government Revenue and Customs.
6.4 Relevant receipts must be produced for all claims.
6.5 Should tenants exceed the maximum allowances set for expense claims , claimants will only be paid the amount as set out in this document.
Appendix C
Resident Involvement Statement - Tenant Representative Training
1.0 Aim
1.1 To encourage the recruitment and retention of Tenant Estate representatives
1.2 Training aims to ensure all representatives are equipped and happy with the role they are agreeing to fulfil.
1.3 The training program encourages continuity from all schemes
1.4 By training tenant representatives NCHA aims to provide excellent service delivery, maintain service standards and enhance tenant satisfaction regarding estate management.
2.0 Role
2.1 As a tenant representative, volunteers are asked to:
• Read Estate Management service standards and ensure that they are adhered to
• Read and comment on specifications ,such as gardening
• Agree to give their name and address to contractors working on their estate, not including scheme managers/caretakers or NCHA maintenance contractors.
• Have contractors details
• Have visit records posted by visited contractors
• Monitor contractors and notify NCHA if they do not visit
• Complete a NCHA communal services feedback sheet quarterly
• If available, accompany Estate officers on estate inspections
3.0 Training Process
3.1 All tenants who wish to be a representative will be invited to do so after completing a brief, informal training session.
3.2 Training can be offered on a one to one basis or as part of a group, dependant on current demand and tenant preference. Should it be deemed necessary NCHA will provide lunches/ refreshments. NCHA will cover tenant travel expenses as per the normal tenant expense claims process.
3.3 Representatives will be trained by a Resident Involvement officer or other suitable NCHA elected staff
3.4 Tenants will be provided with a training document to keep and refer to.
3.5 Tenants will be given information on service standards and for contractors specific to their area
3.6 Tenants will be fully advised on the maintenance of their estate and who is responsible for each task, to ensure the representative is aware who to contact if necessary. This includes clarification on the difference between scheme managers/ caretakers and contractors.
3.7 Representatives will sign a agreement to confirm their understanding of the role and agreement to satisfy the requirements.
3.8 Where necessary a translator, large print or any other reasonable adjustment will be provided for all information given.
3.9 Should any tenant be unable to or wish not to take part in the tenant representative training then individual circumstances will be looked at by the Regional Housing manager to assess the suitability for the tenant being a representative.
4.0 Ongoing
4.1 Should any representative wish to be refreshed on the tenant training then this will be provided
4.2 Should any tenant wish to resign from their role as Tenant Representative then they may do so at any time
4.3 Should any representative act inappropriately or abuse the role of tenant representative then NCHA with hold the right to remove the tenant from role. This will be as a last resort and will involve the decision of the Regional Housing Manager.
4.4 Tenants will not receive preferential treatment as a result of volunteering to be a representative
4.5 Representatives will be thanked for their efforts with a invite from NCHA for a annual thank you lunch.
