Tenant Impact Assessment 2010 - 2011

Tenant InvolvementImpact Assessment

Tenant Involvement Impact Assessment 2010-2011

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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 - March2011). 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

l Improve the area and community tenants live in

l Hold Tamworth Borough Council to account

Tenant ParticipationTamworth 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 wayto get involved that suits them.

The Tenant Participation Strategy and Action Plan were reviewed during 2010 to make it a morecustomer 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 thisassessment, 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 atthe difference it makes to Council-run services. This report identifies what has changed as a result oftenants 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 fromtenant involvement.

For partners and stakeholders – it illustrates the benefits of partnership working andcontinuous improvement.

We would like to extend an invitation to all tenants and leaseholders to get involved with the widerange of involvement activities on offer. For more ways to get involved, contact details can be foundon the back of this document.

Tenant Involvement Impact Assessment

Level of ImpactEach method of involvement has been rated in terms of impact made as a result of the activities.The key below explains the impact ratings.

Tenant Involvement Impact Assessment2 3

Significant impact – a direct change has been made to howservices are planned or delivered as a result of the involvement method

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

Low impact – no change to service has been made as a direct resultof the type of involvement but outcomes do contribute towardsongoing reviews and services


Tenant Consultative Group

What is it / Purpose?The Tenant Consultative Group (TCG) provides a united voice for tenants across the borough. Itactively recruits, promotes, consults and involves Tamworth Borough Council tenants andleaseholders in involvement activities. Tenant Consultative Group members may also chair subgroups and working groups.

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

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

Activity/Outputsl 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 ImpactAssessment

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 appointmentsystem, empty property procedures and call handling. Opportunity to ask questions during aquestion and answer session

l Review of the TCG Constitution

l Review of housing letters before ‘crystal marking’

l Quarterly updates and reports against the annual customer satisfaction calendar

l Monthly reports on Landlord Performance

l Monthly updates on the development of ‘Local Offers’

l Discussions held around closure of the payment kiosk at Marmion House and alternative optionsavailable to customers

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

l Involved in selecting ‘Wish Upon a Star’ projects

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

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

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

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

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

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 RiseFlats’ housing services open morning


l Opportunity to attend two ‘repairs’ focus groups to discuss tenants thoughts and experiences ofthe repairs service

l Consulted on the Christmas rent campaign

l Review of the Secure Tenancy Agreement

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

Outcomesl Development of a more customer friendly Tenant Participation Strategy

l Developed a Tenant Involvement annual impact assessment

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

l Produced a comprehensive ‘Condensation Advice’ leaflet for tenants

l The Tenant Consultative Group Constitution was reviewed to reflect that TCG members will beconsulted 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 andcustomer 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 ofthe 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 wasfed into the review of the Repairs Policy

l A number of tenant related policies were revised/approved by the TCG

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

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

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

l TCG members chose the rent campaign poster

What next?l Increase the number of tenant representatives to join the TCG

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

l Complaints Review Panel to be developed during 2011/2012

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

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

Level of Impact

Tenant Involvement Impact Assessment4 5


Tenant Involvement Group

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

Activityl Held 6 meetings throughout the year

l Monitoring of the Tenant Participation Strategy Action Plan

l Updates with progress reports against the annual customer satisfaction calendar

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

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

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

l Information provided on the Tenant Involvement Recruitment Drive, ‘Wish upon a Star’ eventsand 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 tenantinvolvement

Outcomesl 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 tenantinvolvement and encourage new membership

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.

What next?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

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

Tenant Involvement Impact Assessment Tenant Involvement Impact Assessment6 7

Staffordshire Tenants Forum

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

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

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

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

l Review of the Staffordshire Tenants Forum Website

l Discussion held on the proposals in the’ Localism’ Bill, ‘The Big Society’ Bill and recommendationswithin 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

Outcomesl 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 shoppingexercises, profiles of group members, contact information, minutes from meetings, details ofgroup training and partnership working with other housing organisations

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 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

Level of Impact


Tenant Involvement Impact Assessment 9

Seniors United

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

Activityl 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 questionsduring a question and answer session.

l Group members visited Morrison’s call centre to gain a better understanding of the appointmentsystem, void procedures and call handling. Opportunity to ask questions during a question andanswer 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 withrepresentatives from the Community Council of Staffordshire

Outcomesl 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 tomobility issues. Residents also took ownership of their pots and carried out a similar eventthemselves over the winter period

l Group members gave feedback into a county wide community engagement project which was setup to ascertain people’s views, concerns and experiences of health and social care servicesthroughout the country. Members also suggested how these might be improved

l Group members were given information on how to be more energy efficient in their home, savemoney 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 themeof the Royal Wedding

l The Tenant Participation Team will actively attend the sheltered schemes for any futureHousing Service consultation

Level of Impact

Tenant Involvement Impact Assessment8

Training and Development Opportunities

What is it/ Purpose? In-house and external training opportunities available to tenants which help them to develop theirskills, provide them with information and give them an opportunity to share their views and ideaswith other residents

ActivityTenants have attended the following training courses:

l Mystery Shopping and Tenant Inspector Training

l Personal Safety Training as part of the Suzy Lamplugh Trust

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 testservice standards.

l Personal Safety training to help and maintain a safer working environment for volunteer tenantinspectors.

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 toservices delivery.

l Continue to ensure that tenants are able to access appropriate training courses to provide themwith the relevant skills to help them carry out their role

Level of Impact


Tenant Involvement Impact Assessment 11Tenant Involvement Impact Assessment10

Tenant Services AuthorityNew Regulatory Framework & ‘Local Offers’consultation

The ‘Local Offers’ consultationThe Tenant Services Authority (TSA) is responsible for the regulation of all social housing and theyhave developed a set of standards that all housing providers must meet. In addition to meeting theTSA's national standards, housing providers have been required to develop ‘local offers’ orstandards, where tenants have been consulted and explained what ‘local’ means to them, what theirpriorities 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 thenational standards set out by the TSA that Tamworth Borough Council is required to meet. We havebeen committed to developing our ‘local offers’ in consultation with tenants and an extensivecombination of methods have been used to do this.

Activityl ‘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 tenantsto 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 thefour locality hubs – ARCHes - , Stonydelph, Glascote Belgrave and Amington

l Proposed ‘Local Offers’ was advertised in ‘Open House’, quarterly tenants’ newsletter.

Outcomesl 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 andthrough the tenants quarterly newsletter ‘Open House’

l The Tenant Involvement Group will be responsible for monitoring performance against theNational Standards and ‘Local Offers’

Level of Impact

‘Local Offers’ consultation



Outcomesl 72 young tenants were added to the database of involvement

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 ofTamworth Borough Council’s Anti-Social Behaviour Policy

l In total, the communal cleaning survey was distributed to 600 tenants in receipt of a communalcleaning survey during May and September 2010 and recommendations have been taken forwardand 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 andthe ‘Finding a Home’ leaflet being sent out to over 60 applicants. In addition to thisHomeSwapper forms were distributed, specific enquiries were dealt with for those applicants thatneeded additional assistance and 4 vulnerable applicants were identified following a needs andrisk assessment being carried out. Over 30% of applicants took the opportunity to tell us theirviews 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 linewith tenant aspirations

l Following the Tinkers Green clean up - all tenants have been visited in the area explaining how todispose of rubbish correctly and how/what to recycle. A commitment has also been made forextra time and resources to visit the area on a more regular basis and encourage residents toreport 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 improveservices accordingly

Level of Impact

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Customer Satisfaction/Feedback/Consultation

What is it/Purpose? Surveys are a way of obtaining views/feedback from tenants about a specific service area, topic or ona range of issues. This is usually carried out by completing a form or answering a telephone surveywith a member of Tamworth Borough Council Housing staff. This enables Tamworth BoroughCouncil to build up a picture of tenants’ views to help monitor performance and shape serviceimprovements.

Activity/Outputsl 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 TamworthBorough Council with the quarterly rent statement in July 2010. These were made up of 4,117general purpose tenants and 370 Sheltered Housing tenants.

l The ‘Open House’ consultation questionnaire was developed as an interim survey to determinesatisfaction with the tenant quarterly newsletter and whether customers felt that the newsletterprovided 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 satisfactionsurvey. During 2010-2011 these customers had accessed the housing advice service via thehomelessness route

l A Private Sector Housing Customer satisfaction survey was posted out to 19 customers duringNovember 2010

l The Tenant Participation Team conducted an extensive consultation exercise throughoutNovember to February to complete the ‘Local Offers’ survey and establish what tenants prioritieswere for the future

l 1000 Non-Bidders surveys were sent out to everyone registered on the current housing list whohad 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 Greenclean up in February 2011. 50% of tenants were happy to complete these questionnaires



‘Wish Upon a Star’

What is it / Purpose? ‘Wish upon a Star’ is an initiative aimed at encouraging and promoting local community activity fortenants of Tamworth Borough Council. The Tenant Participation Team and Morrison FacilitiesServices have teamed up to help make a wish for a community project come true. Tenants andLeaseholders are asked to forward their ideas to the Tenant Participation Team including where itwould take place to improve their local community. The ideas are then selected by a judging panelwho decide which ideas will then be put forward for that financial year.

Activity/Outputsl Housing Services Open Morning and communal garden tidy up

Outcomes 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 inthe High Rise flats did not feel listened to. Tenants stated that they would like somethingarranged for the residents of the Riverside flats to have their views listened to surrounding theirhousing issues.

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

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

Level of Impact

Tenants VoiceTenants’ Voice is a group of tenants who contribute to and edit ‘Open House’ the Council’s quarterlytenant 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-to-date information.

Activity/Outputs l Four editions produced annually

l Tenants events and activities publicised

l Consulted and updated on the ‘Local Offers’

l Information provided on the customer satisfaction calendar

l Group discussed ideas for getting more tenants registered on the database of Involvement inpreparation for the recruitment drive

l Consulted and updated on the ‘Open House’ consultation

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

Outcomes l Provides advice to tenants on important issues that affect them including partnership working,

new initiatives and service performance

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

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

l It was agreed with Tenant Voice and through wider tenant consultation that in view of economicpressures, 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 availableelectronically (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 tocontinually 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



Estate Walkabouts

What it is / Purpose? The aim of an estate walkabout is to give tenants, Tamworth Borough Council staff and partneragencies the chance to work together to make sure that estates are places where people want to livenow and in the future. They look out for such items as litter, car parking problems, communal areasetc. Residents can talk about improvements or problems with the people that can make adifference.

Activity/Outputs 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 feedbackon all estate walkabouts

l Each walkabout includes a briefing session, a tour of the estate, a log of all of the issues identifiedand 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 fromcustomers

l Officers and customers will agree how to solve any problems, or how to tackle any issues andagree an action plan. It will include what action will be taken, who has responsibility for thataction and the timescales for action to take place. Results are reported back on a regular basisthrough ‘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 linewith their priorities

l Promotion of the ‘Wish upon a Star’ initiative for those tenants that want to engage with thehousing service in a less formal way

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

l Increase the number of tenants getting involved at both the estate walkabouts and actionplanning 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

Tenant Involvement Recruitment Drive

What is it / Purpose? The Tenant Participation Team held its second recruitment drive throughout the months ofDecember 2010 and January 2011. The recruitment drive is an opportunity to promote the benefitsof getting involved and the ways tenants can help shape their housing service.

Activity/OutputsA range of engagement activities were developed to promote tenant involvement during this period:

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 TenantParticipation Team working alongside the Community Development Officers

l The Tenant Participation Team attended a ‘Safer Tamworth Community Event’ at the assemblyrooms 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

Outcomesl 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 aSounding 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

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

What next?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



Tenant Involvement Database

What is it / Purpose? The tenant involvement database contains the details of all tenants wishing to get involved in waysand at times that suits them and in areas they are interested in.

Activity/Outputsl 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 tenant involvement database was reviewed in February 2011

Outcomel 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 remaining30 volunteers have been recruited through the ‘Local Offer’ and ‘Open House’ consultationevents, 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 thegaps are and what improvements are needed to ensure that we are providing excellentopportunities for tenants to get involved and have a say in the way their housing service isdelivered

What next?l Following the successful recruitment of 72 young tenants

to the database of involvement the Tenant ParticipationTeam will organise all future events to encourage youngtenants to come along and represent the interests of otheryoung tenants and residents in the Tamworth Boroughboundary. Events will encourage anybody who wishes tocontribute to join the group; address any issues youngpeople may have within their tenancy; promote theinterests and rights of young tenants and other residentsand encourage positive activities amongst the community;

l Explore the ways of engaging with other groups that aretraditionally less likely to engage e.g. black and ethnicminority groups, young people, families, disabled etc.

Level of Impact

Estate Based Events

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

Activityl The event took place on Wednesday 25th August covering all streets and areas within the Silver

Link Road.

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

l Activities for the children were advertised prior to the litter pick to encourage attendance fromthose 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 theestate

Outcomesl 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 inthe 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, onTamworth Borough Council’s website in ‘Open House’ and in the local press

What nextl 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 toreach’, and identify priorities for the area.

l Another ‘Big Tidy’ up event is scheduled for June 2011. This will include partnership working withhousing services, Police, Street Wardens, Community Development workers and the Caretaking Team

Level of Impact



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

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Gender

Availibility

Age

Ethnicity



The following diagrams have been taken fromthe young tenant database of involvement2010 – 2011

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

Tell us what you are interested in?

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

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


If you, or someone you know, require this information in analternative format or language please phone the Tenant Participation Team

on 01827 709448, or email [email protected]. 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 709448Freephone: 0800 183 0454

Tenant Participation Team,Tamworth Borough Council

Marmion House, Lichfield Street, Tamworth, Staffordshire, B79 7BZEmail: [email protected]

Designed and produced by Tamworth Borough Council (05/11)1122


Documents

Tenant Impact Assessment 2010 - 2011