Severn Vale Housing Society

Introduction

This Policy outlines the Society’s commitment to Tenant Participation, Tenant Involvement and Tenant Consultation following the legal requirements of the Housing Associations Act 1985, The Housing Corporation’s Regulatory Code and the Housing Corporation’s Regulatory Circular on the Involvement Policy for the Housing Association sector.

The Society is committed to involving and consulting customers and tenants, and responding to their views, in the planning and delivery of services to reflect customers’ needs and aspirations in order to become “the best landlord any tenant could wish to have” and to ensure the highest quality of service which is subject to monitoring and review to give continuous improvement.

These views will be sought by direct contact with customers, and tenants will be encouraged to participate in the Society’s running through formal structures. Where appropriate, other opportunities to be involved will be made available to customers to ensure that the process is inclusive and accessible to all with support, if appropriate, to enable all customers to participate in the way that best suits them.

Through this Policy action plans and targets will be set to ensure that the maximum number of customers have the opportunity to participate, be involved and consulted in the Society’s service delivery.

Implementation of Tenant Participation Approach

Primarily, the success of this approach will be shown by a range of customer results, which the Society will collect on a regular basis in line with the EFQM Business Excellence Model. The relevant extract from the EFQM guidance is attached at Appendix A and different results will be appropriate for discreet areas of the business.

The formal structure of the Society’s tenants’ representation is manifested by ensuring that up to 4 tenants are Board Members.

These tenants are elected at the Tenants’ Forum AGM and appointments are for a 3-year term. The Forum itself is independent of the Society but receives such support as necessary to facilitate its smooth running.

The Forum consists of representatives from tenants’ associations formally recognised by the Society (up to 2 representatives are allowed per association) and representatives from rural areas where there is not sufficient housing stock to sustain a formal association.

The Society encourages and supports individual tenants associations by providing a dedicated member of staff and finance.

The Society is committed to taking the views of these groups, and/or individuals into account, and to involving and consulting them when considering issues which affect them, or the tenants they represent.

It is the Society’s aim to have a recognised, effective tenants’ association on each estate with more than 100 properties.

It is the Society’s aim to have a recognised Retirement Homes Forum consisting of representatives from all of its Sheltered Schemes

Implementation of Tenant Consultation and Involvement Approach

The Society is legally required by the Housing Associations Act 1985 to consult tenants.

The Society will consult tenants, either individually or in groups, on:

• Substantive changes in policy
• Where physical improvements to dwellings or the surrounding environment are proposed
• The cost and extent of services paid for out of service charges
• Existing service delivery

So as to ensure that:

• The Society seeks and is responsive to residents’ views and priorities
• Residents interests are reflected in the Society’s business strategy
• Residents and other stakeholders of the Society have the opportunity to comment on their performance
• Residents are able to play their part in decision making
• Residents have the opportunity to explore and play their part in how services are managed and delivered

The above will be delivered by:

• Ensuring that the Society makes information available to its customers about its activities on a regular basis
• All customers of the Society have ready access to an effective complaints and compensation policy and Housing Ombudsman recommendations are actioned
• The Society, in partnership with its customers, uses a range of methods to consult and obtain feedback and explains how it will involve, consult and inform customers as well as detailing how this will be resourced, measured, monitored and reviewed
• Where customers request support they will be supported in obtaining the knowledge and skills to be involved in the management of their homes and communities.

The method and extent of the consultation will depend on the substance of the matter in hand, however the Society will produce a quarterly general newsletter for all tenants.

Outcomes

The success of this policy will be measured by the Society being able to demonstrate the following outcomes:

• How customers are involved in the planning, monitoring and review of services and in setting and checking service standards
• How residents views and aspirations are taken into account when making decisions and setting targets
• How customers are consulted and involved locally
• How customers are given feedback on what has happened as a result of their involvement
• How complaints are dealt with and how problems are dealt with and processes improved
• How they support, fund and arrange training for customers
• How customers are encouraged to become involved in community projects to help create and sustain their communities
• How customer satisfaction levels are recorded and how they compare with other similar organisations
• How residents are able to control services, where appropriate and suitable
• How all customers are given an equal opportunity to become involved, in accordance with our Equal Opportunities and BME policies

Priorities and Support

The priorities under this policy are in respect of on-going customer surveys and the support and development of tenants’ representatives and tenants’ associations.

Customer Focus groups will be organised with representatives from all areas to collect feedback on service delivery.

There will be specific Focus Groups for BME and Disabled Customers.

The Society will aim to establish a tenants association in areas where there are more than 100 of its properties

The Society will encourage representation from rural areas with fewer properties by rural representatives.

Each formally recognised association will receive an annual grant towards running expenses based on the number of properties it serves

The Society will also fund appropriate training for tenant representatives according to need.

Each formally recognised association will receive an annual grant towards running expenses based on the number of properties it serves

The Society will ensure that there is a dedicated officer assigned to deal with this policy area

The Society will provide funding for environmental works which will be administered by the Tenants Forum as budget restriction allow

The Society will make premises available from its stock for Tenant Associations where possible

The Society will fund the publication of a Tenants Newsletter and Information Leaflets on Tenant Involvement

Diversity

The Society will ensure that it has a clear understanding of the communities in which it operates in order to meet the needs of those requiring services.

The Society will ensure that it knows, records and monitors information about the ethnicity, vulnerability and disability of service users to enable it to inform service delivery and prioritise resources.

The Society will provide information about services and service standards in a comprehensive range of languages and formats appropriate to service users needs e.g. large print, Braille, other languages etc.

The Society will work with communities to ensure fair representation and service take up.

The Society will work with service users to decide the best way to help involve them.

The Society will not discriminate against any person on the grounds of race, ethnic origin, disability, nationality, gender, sexuality, age, class, appearance, religion, responsibility for dependants, unrelated criminal activities, being HIV positive, or having AIDS, or any other matter which might cause a person to be treated with injustice.

Action Plan and Targets

An Action Plan will be agreed each year with the Officer dealing with this policy area. The current plan is attached.

Targets will be agreed in this Policy area as below:

• The number of Tenants represented by Tenant Associations as a percentage of all tenants
• To survey all Tenants every 3 years
• Tenant satisfaction with communication and participation as a percentage of all tenants
• To survey a percentage of all tenants in key service areas

Monitoring

Primarily, the success of this approach will be shown by a range of customer results, which the Society will collect on a regular basis in line with the EFQM Business Excellence Model, Equal Opportunities and BME policies. The relevant extract from the EFQM guidance is attached at Appendix A and different results will be appropriate for discreet areas of the business.

Consultation

Consultation will be undertaken in line with the principles outlined in this approach

Responsibility

The Operations Director is responsible for the effective implementation of this policy

Review

This approach will be reviewed annually or in response to changes in Best Practice, legislation changes or changes in the Housing Corporation Regulations and Guidance