Tenant & Service User Involvement Strategy Policy No: HM 07 Page: 1 of 9 Tenant & Service User Involvement Strategy 1. Introduction 1.1 Loreburn's Mission Statement is "Delivering Excellence" and we see participation and involvement of tenants and service users as important ways to make this real. 1.2 We are committed to developing effective tenant and service user involvement across all our services. 1.3 Tenants and service users are at the heart of everything we do, we want to make sure they can get involved with us at a level that they feel comfortable with and have opportunities to influence what we do and take part in decisions which may affect them. 1.4 This Strategy was developed with the assistance of the Tenant Participation Advisory Service (TPAS) and the Tenant Involvement Working Group. 2. Foreword by John McNaught: Convener 2.1 On behalf of Loreburn's Management Committee, I want to say how much we welcome this renewed and strengthened commitment to participation. We expect the result of this to be increasing confidence of tenants and service users to articulate their needs, supporting our commitment to continual improvement. As well as being central to achieving our Mission Statement, increased participation is a key component in our vision "Improving the wellbeing of people in Dumfries & Galloway". 3. Background 3.1 The Housing (Scotland) Act 2001 lays down a number of key tasks for landlords in relation to participation. 3.2 Any Tenant & Service User Participation Strategy must be developed in partnership with them, and should include: What and how tenants and service users will be informed and involved Resources have to be assessed and committed - including grants, staff time A public Register of Registered Tenant Organisations How groups can get registered 3.3 The 2010 Housing Act created a new independent Scottish Housing Regulator. The Regulator expects tenants to be involved with their landlord in regular monitoring and assessment of services. This Strategy reflects the obligations of the 2001 and 2010 Acts and the Scottish Social Housing Charter. 3.4 The Regulation of Care Act 2001 introduced the National Care Standards which highlight the need for service user involvement in service development and delivery. The Public Services Reform (Scotland) Act 2010 created the governing body the Care Inspectorate. They inspect the support services provided by Loreburn to ensure we are fulfilling this duty.
Tenant & Service User Involvement Strategy Policy No: HM 07 Page: 2 of 9 4. Communicating with Tenants / Service Users 4.1 We recognise that good communication is fundamental to the services we provide and is a key feature in good tenant and service user participation. 4.2 To ensure good communication takes place: 4.2.1 We will make sure all our letters etc are written in plain language and are easy to understand. 4.2.2 All literature and communications will be made available in different formats and languages on request. 4.2.3 The member of staff who is responsible for dealing with your particular issue will be named in all communications. 4.2.4 From time to time, we will give you information on who does what to keep you up to date. Giving Us Your Views & Opinions 4.3 There are a number of ways you can give us your views and opinions on a range of issues through: Registered Tenant Organisations Register of Interested Tenants & Service Users Local tenants and service user meetings Surveys - as well as our three-yearly independent surveys, telephone polls and Newsletter feedback, we will routinely ask your opinion when carrying out work to your home Annual Tenant Conference(s) Occasional meetings on a specific subject, eg. allocations etc The Tenant Involvement Working Group Participation in the self-evaluation of the support services Comments & Suggestions Log Introduction meetings prior to taking up a service Suggestion boxes within the Support offices and developments Via an independent advocate Feedback questionnaires 4.4 In addition, there are a range of ways you can communicate with us: In person at our local offices, or to your Housing Officer / allocated worker By telephone By letter or email By our regular surveys By coming along to one of our local meetings By a Home Visit Influencing Our Decisions 4.5 We are keen to get your views on our policies or if we are planning to change any area of your services.
Tenant & Service User Involvement Strategy Policy No: HM 07 Page: 3 of 9 4.6 We have a step by step process for making decisions. The final decisions will always be made by our Management Committee, but tenants / service user views will always be taken into account. 4.7 If we are proposing any changes which may affect your housing services or any change to the way we work, we will always seek your views. We will use a variety of methods including: Newsletter (quarterly) Local meetings Tenant Involvement Working Group Meetings in sheltered developments / supported accommodation projects Local groups or committees Setting up specific local groups Contacting those on the Register of Interested Tenants & Service Users Tenant Conference(s) By telephone By letter of email 4.8 We will publish your views and the final decision in our Newsletter. 4.9 We will consult with you on a variety of issues, for example: 4.9.1 Any proposal to change Housing Management or related services policies, for example, repairs or allocations. 4.9.2 Service development 4.9.3 Recruitment within the support service 4.9.4 Any proposals to change service standards in Housing Management or related services 4.9.5 Annually we will consult with you on our rent and service charge levels 4.9.6 Capital works programmes 4.9.7 Your levels of satisfaction or dissatisfaction with your home 4.9.8 Design of schemes, tenure mix, house type 4.9.9 Business Plan 4.9.10 Any proposals to transfer stock. 5. Other Policies & Strategies 5.1 We recognise that participation involves a number of different policies and strategies. It will have a direct impact on the following: Equality & Diversity Membership Training & Development Rental Maintenance
Tenant & Service User Involvement Strategy Policy No: HM 07 Page: 4 of 9 6. Information Loreburn Charter Business Plan Budgets 6.1 All our information will be clear, easy to read, in plain language and available in other languages and formats on request. 6.2 We are keen to keep you informed and up to date and see information as a key to participation. 6.3 We will use a variety of methods to keep you informed: Personal letters / meetings Newsletter Tenant Handbook Information leaflets Website Registered Tenant Organisations and tenant and resident groups Local meetings Meetings in sheltered housing developments / supported accommodation projects Annual Tenant Conference(s) Our Decision Making Processes 6.4 During any consultation process we will provide information on the process and any effects of our proposals. In addition, we will keep you informed on: How, when and who will make the final decision How the proposals and the decisions will affect our tenants and service users The methods through which tenants and service users can tell us what they think The timescales for tenants and service users to give us their views The results of the consultation process What, if anything, happens next How Do We Decide? 6.5 Normally the process is that tenants / service users are contacted for their views by letter / meeting / area committee / tenant and service user groups, including: Timescale for comments - wherever possible this will be one month Our proposals, background, reasons and impacts Who is the lead officer 6.6 Your feedback will be collated by the lead officer and included in a report, which will be considered by the Management Team. 6.7 We will then report to the Management Committee, including details of the consultation process. The Management Committee will then make the final decision. 6.8 Details of the consultation and the final decision will be reported in the Newsletter.
Tenant & Service User Involvement Strategy Policy No: HM 07 Page: 5 of 9 7. How Can You Participate With Us? 7.1 We want to make sure you can participate with us in a way that best suits you. We have a range of ways to get involved: 7.1.1 Management Committee: This is our governing body. It is responsible for setting our aims and objectives and agreeing policy. To become a member of the Management Committee you firstly have to be a member of the Association. Information of becoming a member is available at our offices and on our website. The Management Committee are voted in at our Annual General Meeting held in September. 7.1.2 Register of Interested Tenants & Service Users: If you wish to join the Register, you will be kept informed of specific consultations etc. You can specify areas of interest, for example, allocations, the Newsletter, progressing tenant involvement. When we are reviewing policies we will contact you and ask for your views. For example, we may ask you to attend a meeting, or we may contact you to ask you a few questions. We will pay reasonable expenses for you to attend any meeting, or provide transport for you. To join the Register of Interested Tenants & Service Users please contact the Housing Department or LHSS team. 7.1.3 Individual: We understand that not every tenant / service user wants to become involved in more formal structures such as Registered Tenant Organisations or tenant and service user groups, but we want to ensure that you can have your say if you want. There are a number of ways as an individual you can have your say: Newsletter Suggestion Box Letter Talking with your Housing Officer / allocated worker Attending occasional meetings Survey 7.1.4 Tenant / Service User Involvement Working Group: This Group meets up to 6 times per year and will discuss a range of issues, for example the Tenant Conference Programme, any policies or changes etc. The meetings are informal and interesting. If you wish to join this Group, please contact the Housing Department. As with all our activities, travel expenses will be paid. 7.1.5 Survey: To ensure our tenants / service users have the opportunity to comment on a variety of issues, some specific some more general, we will carry out the following surveys: Tenant Satisfaction Survey - This will be carried out every 3 or 4 years. We will seek your levels of satisfaction with our services such as Housing Management. The results, and any actions to be taken, will be published in the Newsletter. Support Survey This will be carried out in line with the Tenant Satisfaction Survey every 3 4 years. We will seek your views on all aspects of the support service you receive in line with the guidance contained within the National Care Standards.
Tenant & Service User Involvement Strategy Policy No: HM 07 Page: 6 of 9 Exit / Service Questionnaires These will be completed either by yourself or a relevant person when you leave the service and / or during a review of your support dependent on what service you receive. Any complaints noted in the questionnaires will be subject to our Complaints Policy and associated timescales. Suggestions will be recorded on the Suggestions & Comments Log spreadsheet and feedback will be given within 28 days of receipt in a method preferred by you. If appropriate, after 6 months of closure, a follow-up call will be made if you have agreed to this when leaving the service. Repairs Survey - A survey of tenants who have had repairs done will assess the quality of repairs, attitude of tradespersons, timescales and any additional comments. The results, and any actions to be taken, will be published in our Newsletter. 7.1.6 Tenant Groups: We are keen to develop independent tenant and service user groups. Their members are local, interested people who meet to discuss local issues and put forward ideas to improve their local area. All tenants / service users living in the local areas are welcome to attend and join these groups, which will be supported as informal groups. They may, if they wish, register with us in the future to become a Registered Tenant Organisation. 7.1.7 Registered Tenant Organisation: These were introduced as part of the Housing (Scotland) Act 2001. To become a group recognised officially by us you need to meet set criteria for registration set down in the Act. We will help you become a Registered Tenant Organisation with us, but if you wish not to register we will still support and work with you as an informal tenant group. A member of the Housing Department or the Support service will support you through the registration process. To register, you must have a Constitution which should state: Anyone can join irrespective of race, creed, colour, religious beliefs, gender, disability or sexual orientation The streets, blocks or geography of the area you cover You have an elected Committee, normally at least 5 people How the Committee will operate The Committee should be elected at the Annual General Meeting and how this will be done Number of public and Committee meetings per year You have a bank account and how you will manage your funds How you will represent the people who live in the area you cover Your objectives How your group will reach decisions How to change your Constitution What happens if the group no longer exists
Tenant & Service User Involvement Strategy Policy No: HM 07 Page: 7 of 9 Your group can appeal to us if we have decided: Not to register your organisation To remove your organisation from the Register Not remove your organisation from the Register The appeal will be dealt with through our Complaints Policy. If you are not satisfied with the outcome of the appeal, you can appeal directly to Scottish Ministers through the Scottish Housing Regulator. 7.1.8 Sheltered Development Meetings: Twice per year we will hold an information meeting at each of our sheltered developments to enable tenants / service users to give us their views. 7.1.9 Local Meetings: If we are planning some work in your area, such as regeneration, or if there is an issue that will affect your area, we will hold meetings as required with the local tenant group or committee if one exists. We are keen to organise meetings at the request of our tenants / service users. To request a local meeting, please contact the Housing Department. 7.1.10 Self Evaluation: If you or your relative is in receipt of a Support service you will be actively encouraged to participate in our self-evaluation process. This will include being offered opportunities to discuss the support you receive with your allocated worker or their line manager; at a group meeting; through completion of confidential questionnaires which you forward directly to the Care Inspectorate; through attendance at staff team meetings where the service eis being reviewed. 8. Resources for Participation 8.1 We recognise that our tenants / service users need support and resources to participate with us and this means more than money. We will make a Budget available every year to support tenant / service user participation. It will allocate specific amounts of money to, for example, transport costs, grants to new and existing groups etc. 8.2 We will provide: Free use of our own premises for meetings Assistance with printing - newsletters, leaflets etc Assistance with photocopying Funding for room or hall hire Training for all Travel costs 8.3 All our staff will be trained in tenant participation, including the way of participation. 9. Equal Opportunities 9.1 For all communications and information, we will offer a translation service. We will also provide our communications and information in other formats as requested. 9.2 We will strive to involve our tenants and service users who may be traditionally excluded, for example young people, those who may have a learning or support need, those whose first language may not be English and homeless people.
Tenant & Service User Involvement Strategy Policy No: HM 07 Page: 8 of 9 9.3 Our Strategy recognises that people want to get involved in a variety of ways. We wish to maximise our tenant and service user involvement by ensuring they can get involved at a comfortable level. 9.4 We will strive to break down barriers which would prevent our tenants / service users participating with us. 9.5 We will: Arrange for meetings to be held in premises which are easily accessible Hold meetings at appropriate times Hold single sex meetings if appropriate Meet with existing community or support groups Actively encourage under-represented groups and individuals to get involved by offering support or working with other key agencies Provide specialist equipment such as a hearing loop, translations and interpretation services to assist if required Ensure our staff are trained in, and aware of, equalities issues and actively promote participation 10. Reviewing & Monitoring 10.1 To ensure our participation continues to meet the needs of our tenants and service users we will: Review the Policy every three years with our key stakeholders, groups, tenants, service users, Management Committee and staff Continually look for new ways to enable participation Ensure our Management Committee is kept informed of our participation strategy and progress Provide an annual Action Plan with targets.
Tenant & Service User Involvement Strategy Policy No: HM 07 Page: 9 of 9 Process Flowchart Information Giving To All Tenants / Service Users? Use personal letters or Newsletter. Local media optional. Send separate copies to tenant groups and committees. To Some Tenants / Service Users? Send to groups, use Register of Interested Tenants/Service Users and/or random sample. Consulting With Tenants/Service Users Tenant Groups / Meetings Ask groups for space on Agenda. Offer groups a choice of 2 discussion sessions. Offer to meet with group if dates not suitable. Send out all available information and proposals 2 weeks in advance of the meetings. Appendix 1 Individual Tenants / Service Users Consultation Register Invite tenants/service users to comment on proposals by post and/or attend a discussion meeting. Give 2 weeks notice of any discussion meetings, and 1 month for responding to proposals by post. Holding a Meeting? Who do you want to attend? Tenant / Service User Groups Minimum 4 weeks notice Individual Tenant / Service User Minimum 3 weeks notice Specific Speakers Minimum 3 weeks notice Phone around / send reminder letters to group secretary / contact 1 week before the meeting. Groups to respond within 1 month for written response to consultation proposals Collate Feedback Write back to tenants/service users and groups thanking them for their involvement and update of progress Need a Crèche? Tenant/service user to advise within 1 week of receiving information. Assess demand Management Committee to agree content of new policy / proposals, taking account of tenant/service user opinion. first. Feedback Before the Meeting Arrive early, arrange chairs, check equipment and bring handouts. Write to tenants/service users and advise how their opinion has influenced the proposals. Respond within 28 days of the end of the consultation period.