TENANT PARTICIPATION. Laura O Dowd Support Services Manager Supporting Communities

Transcription

1 TENANT PARTICIPATION Laura O Dowd Support Services Manager Supporting Communities

2 Aims and objectives The aim of this session is to highlight the importance of Tenant Participation and engagement within the Social Housing Sector. We will be outlining; The role of Supporting Communities What Tenant Participation is The Benefits to Tenant Participation Why Tenants don t get involved How to make Tenant Participation work

3 Supporting Communities With over 35 years of experience, Supporting Communities has a long history of championing community participation by developing groups, supporting active citizenship, and building cohesive communities

4 Our Services

5 Housing Associations Support to Staff and tenants Tenant Participation Training Mystery Shopping Tenant Led Inspections Customer Journey Mapping Tenant Participation Strategies Review of Tenant Engagement and Governance Structures

6 Digital Inclusion Go On NI- Digital Champion Programme address the challenges of finding a way to improve Internet access within communities throughout N.I Ensuring that citizens do not become excluded from the digital era and the opportunities available to them Project commenced- Sept 2012 Trained over 600 participants across NI- Level1 / 2 OCN accreditation in Computer essentials

7 Locations

8 Bridging the Digital Divide One-year pilot project started March 2015 Reaching the hard to reach Model of engagement to encourage Clanmil Housing Association s Tenants use of digital technology Project aims to demonstrate the benefits of going online using software that simplifies the process of using communication tools, social media, and other applications of interest to each individual

9 Bridging the Digital Divide Four key aims for the project: To break down barriers to digital & social inclusion amongst Clanmil Housing tenants. To support and develop tenants self-confidence, digital skills, access to online services, employment opportunities, and further learning opportunities. To develop positive engagement with a wide range of stakeholders and share best practice

10 Digital Inclusion Initiative-Sound Bites It was great to be shown the websites I can use to upload my photographs to get printed, it was great value for money. I can now show my family all my beautiful photographs. Mary McMillian, Moneyreagh Being able to go online without the asking for help is brilliant, I can shop online and have even set up a Paypal account. Monica Quinn, Curryneiran I loved learning how to use Skype, I was able to set up an account and add my friend in America. I can t wait to be able to see her once again as it has been 10 years. Bernie Harkin, Lettershandoney

11 Digital Inclusion Initiative-Sound Bites I left school with no qualifications, this is my first and I m so proud it has really given me a flavour to do more and the confidence to know that I can. Shannon Biggerstaff, Grosvenor House I found this class really interesting and useful, I have learned so much and it has helped me to research and use material from the internet to help with my Studies. Malachy Scott, Clifton House Being one of the founder members of Disability Equality Group NI, I realise the importance of computer skills, from taking part in this course I have the confidence and knowledge to share my skills through a community who would find these skills invaluable. It will also enable them to break down barriers in faced in this Digital age. Paul Gormley, Londonderry

12 What our Stakeholders say about us! Have made me more confident in dealing with people I had found above me in intelligence and I found hard to approach. Now I feel more their equal in dealings with them. SC activities lead to outcomes for groups, communities and individuals: Increased knowledge & skills, confidence, communication and engagement (exchange of information & knowledge) with NIHE and other agencies > having a say, more effective problem resolution and access to funding (sustainability) Key Outcomes: Member Organisations

13 What our Stakeholders say about us! Without the help of supporting communities staff we could not have achieved the work within the community as we would not have had the capacity.

14 What our Stakeholders say about us! SC staff have been very supportive around governance, organisational skills and developing good practice. Working in partnership with SC and other agencies and being encouraged and directed has made a positive impact on local volunteers.

15 OUR SOCIAL RETURN ON INVESTMENT 1 : 8

16 WHAT IS TENANT PARTICIPATION?

17 Tenant Participation Is about tenants taking part in decision making processes and influencing decisions about housing policies, housing conditions and related services. It is a two-way process which involves the sharing of information, ideas and power. Its aim is to improve the standard of housing conditions and service National Strategy for Tenant Participation Partners In Participation

18 We see it as. Providing all tenants with a range of opportunities to have a say about how their housing services are delivered. It is a two way process where landlords value the engagement and recognise it as a vital component to improving their business

19 Tenant Participation needs to be Meaningful Landlords need to demonstrate their commitment Needs to be in the DNA of the organisation Needs to be part of the strategic and operational objectives of the organisation Effective Landlords knowing customer base/ Customer Needs Having the right approach

20 BENEFITS OF TENANT PARTICIPATION

21 Benefits of Tenant Participation Better service delivery and improved value for money Opportunities to develop new knowledge and skills Better communication between staff and tenants Better links between community and landlords Informed and knowledgeable tenants who have the skills and confidence to influence decisions Staff and tenants being more aware of each others perspectives and organisational and financial limitations

22 Benefits of Tenant Participation Breaking down misunderstandings, helping to remove any mistrust between landlord and tenants, and building mutual respect and understanding Increased tenant satisfaction with their home and neighbourhood Increased job satisfaction for staff

23 Benefits of Tenant Participation The benefits of TP and improvements in service delivery will not happen overnight and will evolve over time as effective information, communication and participation structures strengthen

24 CASE STUDIES HOUSEMARK Report value for money and tenant involvement 2010 identified the following as some of the benefits of TP Tenant satisfaction means that properties do not lie empty for long Tenants working in partnerships has freed staff to tackle more difficult problems It attracts outside investment- in one study Housing Association raised 6 for every 1 spent on tenant involvement

25 The Business Benefits of Involving Residents Research carried out by University of Westminster Amicus Horizon What does it offer landlords? Do the benefits outweigh costs? KEY FINDINGS The benefits of engagement far outweigh the costs. From just 2 areas procurement & complaints and customer experience estimated resource savings of at least 2.7m p.a. Highest levels of satisfaction of any Social Landlord in UK (97%) Commitment to involvement means it has constant feedback loop of resident input. ONE TEAM culture More productive Working Environment

26 WHY DO TENANTS NOT GET INVOLVED?

27 Why Tenants don t get involved Lack of information, what is the purpose of involvement? Tenants may neither have the time or indeed the interest Other Commitments ( family, work etc.) Location of Meetings Lack of resources (staffing/ expenses e.g. travel) Lack of capacity/ skills Confidence What can you do to get tenants involved?

28 Making Tenant Involvement Work Every customer contact is an opportunity to engage and learn. For example, if someone is contacting an organisation to report a repair, the organisation could be asking how else they can help or asking for feedback too. If providers are truly listening to and involving their customers then they will be providing the services customers want; satisfaction will increase and more people will want to take up those services. Housing Learning & Improvement Network

29 How to Make Tenant Involvement Work Be Strategic Review and Renew Embed Your Involvement Communication Resources

30 How to make Tenant Involvement Work Set out your commitment to Tenant Involvement- Clearly and Concisely Provide a wide range of opportunities for Involvement Think creatively about the methods of participation LISTEN to your tenants Properly resource it Provide training and Support- Staff and Tenants

31 Aims and objectives The aim of this session is to highlight the importance of Tenant Participation and engagement within the Social Housing Sector. We will be outlining; The role of Supporting Communities What Tenant Participation is The Benefits to Tenant Participation Why Tenants don t get involved How to make Tenant Participation work

32 MANY THANKS