Training Development Strategy Housing Action Plan - Excel by pms18725


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									                                                                              Customer Involvement Strategy Action Plan
Outcome to customer/service/VFM            Activity                         Resources        Lead           Departments     Start date Completion date   Progress
Objective 1: Strengthening resident governance and scrutiny
1.1      Ensure that leaseholders have   Carry out a survey of              Staff time.        Catherine       Housing/     Sep-09    Dec 2009 March     Plan to carry out work on this
         the opportunity to be involved. leaseholders to determine their    Cost of survey     McPherson       Corporate              2010               commencing in febuary 2010
                                         views on involvement.              production and     Research and                                              following Customer Service
                                                                            postage.           Management                                                Excellence Award assessment.
                                                                                               Information Co-                                           Homeowner survey drafted and
                                                                                               ordinator/Gill                                            ready for sending in feb/march
                                                                                               Haigh, Housing                                            2010.
                                                                                               Director (new
                                                                                               named lead)
1.2      Encourage tenants to become       Review the terms of reference    Staff time and     Emily Thomas Housing         Mar-09    Dec-09             TOR developed and agreed by
         involved in more formal groups.   (TOR) and code of conduct for    tenant involvement Community                                                 group. Code drawn up and
                                           the Tenants' Liaison Group (TLG) budget             Development                                               agreed at Dec 09 TLG meeting.
                                           and other formal groups.                            Co-rodinator                                              Completed within target.

1.3      Increasing the skills and         Undertaking a training needs and Staff time and     Emily Thomas     Housing/    Apr-09    March 2010         Survey sent and collated.
         confidence of customers.          skills survey of involved        tenant involvement Community        Corporate             Ongoing            Survey sent out to new involved
                                           customers, with the aim of       budget             Development                                               tenants recruited as part of the
                                           developing a training programme                     Co - ordinator                                            roadshows - summary of
                                           using local organisations. to                                                                                 collated results discussed with
                                           deliver.                                                                                                      TLG in Dec 09. Survey results
                                                                                                                                                         inconclusive, low response rate,
                                                                                                                                                         provided no clear indication of
                                                                                                                                                         needs and suggested involved
                                                                                                                                                         tenants already hold a variety of
                                                                                                                                                         skills and experience. TLG
                                                                                                                                                         invited to attend core housing
                                                                                                                                                         training with staff in 2010. Plain
                                                                                                                                                         English training planned March
                                                                                                                                                         10 for editorial panel and tenant
                                                                                                                                                         reader panel. First Aid training
                                                                                                                                                         planned for TLG in 2010.
                                                                                                                                                         Tenants participating in various
                                                                                                                                                         external training courses. Newly
                                                                                                                                                         involved tenants will be asked
                                                                                                                                                         about their training needs and
                                                                                                                                                         skills when they first get
                                                                                                                                                         involved, so a picture can be
                                                                                                                                                         built up over time. This is an
                                                                                                                                                         ongoing activity.
1.4   Increased tenant influence over Investigate option of training        Staff time and     Carl Doolan      Housing   Jun-09   Dec-09    Carl, Emily and tenant board
      the quality of services and       tenants to inspect our services     tenant involvement Housing                                       member attended a conference
      development of individual skills.                                     budget             Services                                      organised by Erimus in 08/09
                                                                                               Manager                                       on inspectors.TAROE project
                                                                                                                                             supersedes this. Completed
                                                                                                                                             within target.

1.5   Ensure that Broadacres adopts     Investigate option of seeking the   Staff time. Up to     Carl Doolan   All       Jun-09   Jun-10    TAROE Accreditation being
      best practice in customer         TPAS Resident Involvement           £10,000 for cost of   Housing                                    sought. Completed within
      involvement.                      Quality Standard.                   TPAS membership       Services                                   target.
                                                                            and consultancy.      Manager

1.6   Ensure that Broadacres adopts     TAROE Accreditation                  Staff time. Up to   Carl Doolan    All       Sep-09   Dec-10    first phase of accreditation on
      best practice in customer                                              £10,000 for cost of Housing                                     target to be completed by the
      involvement.                                                           consultancy.        Services                                    end of March 2010.
1.7   Increased tenant influence over Mystery shopping and tenant            Staff time and      Emily Thomas   Housing      Feb-10 Dec-10   2 tenants from the TLG due to
      the quality of services and       inspectors activities. To be further consultancy costs Community                                     attend resident inspector
      development of individual skills. defined as progressed - link to      of aprox £2000      Development                                 training in Feb 2010. Plans to
                                        Journey Mapping.                                         Co-ordinator                                select consultants (to facilitate a
                                                                                                                                             mystery shop) with involvement
                                                                                                                                             from tenants in April 10.
Objective 2: Enhancing our customers influence in service quality, design and delivery
2.1      Ensure that we treat our      Development of a customer        Staff time and              Emily Thomas   Housing         Oct-08   Oct 2009 March
         customer volunteers           volunteer policy including a     tenant involvement          Community                               2010               Customer volunteer policy and
         appropriately in order to     welcome pack.                    budget                      Development                                                welcome pack drafted Oct 09,
         encourage and support their                                                                Co-ordinator                                               due to be discussed at TLG at
         involvement.                                                                                                                                          March 2010 meeting.
2.2      Maximising contribution of    Develop a programme of events Staff time and                 Emily Thomas   Housing         Apr-09   Mar-10
         involved customers to         that will be led by our involved tenant involvement          Community                                                  After initial discussions with
         encourage other customers to  customers e.g. Local drop-ins,   budget                      Development                                                tenants regarding the tenant
         become involved.              promotion at existing events.                                Co-ordinator                                               drop ins it was decided to focus
                                                                                                                                                               on the roadshow events
                                                                                                                                                               instead. Plans to continue with
                                                                                                                                                               Roadshows approach in 2010.
                                                                                                                                                               Explored within target,
                                                                                                                                                               pursuing other options i.e..
2.3     Provide more accessible            Develop a programme that          Staff time and     Emily Thomas       Housing/ Care   Apr-09   Dec 2009 Ongoing
        information that will encourage    includes a range of methods to    tenant involvement Community                                                      Customer involvement logo
        customer involvement.              publicise and communicate         budget             Development                                                    developed with a local group of
                                           customer involvement.                                Co-ordinator                                                   primary school children and
                                                                                                                                                               Resource Print Solutions. Oct
                                                                                                                                                               09. Facebook page for
                                                                                                                                                               customer involvement under
                                                                                                                                                               development and Arts related
                                                                                                                                                               project. Events section on
                                                                                                                                                               Broadacres website being
                                                                                                                                                               developed corporately This is
                                                                                                                                                               an ongoing activity.
2.4     Improve the value for money of     Provide training to customers for Staff time.             Emily Thomas - Housing/       Sep-09   Dec 2009 March
        our publications by reducing the   them to have the skills to approve                       Community       Corporate               2010               Plain English training organised
        cost of Plain English              our publications as being in plain                       Development                                                for March 2010, staff and
        accreditation.                     language.                                                Co-ordinator.                                              tenants involved in the Editorial
                                                                                                    (new named                                                 Panel and Reader Panel invited
                                                                                                    lead Dec 09)                                               to attend. Viewpoint Editorial
                                                                                                                                                               Panel agreed the Plain English
                                                                                                                                                               Accreditation for the newsletter
                                                                                                                                                               doesn't represent value for
                                                                                                                                                               money and is no longer
2.5     Increase satisfaction of tenants   Investigate different types of    Staff time to          Carl Doolan,   All             Jun-09   Dec 2009 April
        (2nd priority in satisfaction      reward schemes.                   research and           Housing                                 2011               Research carried out and a
        survey) and potentially improve                                      consult with tenants   Services                                                   report summarising the
        VFM by reducing void costs,                                          (assume                Manager (New                                               information with suggestions of
        arrears etc.                                                         implementation         named lead Dec                                             how to progress this further
                                                                             2010/11)               09)                                                        completed Sept 09. A survey of
                                                                                                                                                               all customers will be
                                                                                                                                                               undertaken in 2010, including a
                                                                                                                                                               survey via Viewpoint.
2.6      Ensure that new tenants are           Involve customers in reviewing       Staff time and cost   Rebecca        Housing   Oct-08   Jun-09            Completed December 2009.
         satisfied with the quality of their   the minimum letting standard and     of any                Welburn
         home.                                 standard home specification.         improvements          Housing
                                               Including visiting void properties   identified.           Manager
                                               at various stages with members
                                               of the TLG, consultation with the
                                               TLG, survey to all new tenants
                                               from April 09 respondents of
                                               which were asked to comment on
                                               the new draft lettings standard

2.7      Make sure that we feedback to         Enhance the recording,               Staff time            Emily Thomas   All       Apr-09   March 2010        Viewpoint Autumn 2009
         customers on how their                monitoring and analysis of                                 Community                         Ongoing           focused on customer
         involvement has made a                customer involvement.                                      Development                                         involvement including feedback
         difference and demonstrate the                                                                   Co-ordinator                                        on the recent impact
         value for money of involvement                                                                                                                       assessment which included
         activities.                                                                                                                                          information on value for money.
                                                                                                                                                              Service improvements will be
                                                                                                                                                              included in Viewpoint 2-3
                                                                                                                                                              examples per edition. New
                                                                                                                                                              Performance Indicators have
                                                                                                                                                              been developed for resident
                                                                                                                                                              involvement, including numbers
                                                                                                                                                              of young people involved and
                                                                                                                                                              changes to services as a result
                                                                                                                                                              of resident involvement.

Objective 3: Sustaining neighbourhoods and communities
3.1      Increased pride and ownership Work with residents of Richmond Staff time, tenant                 Emily Thomas   Housing   Oct-08   Dec 2009 March    External and internal funding
         in local space resulting in a long- Hill, Ainderby Quernhow to     involvement budget            Community                         2010              secured, aim to have completed
         term sustainable environment.       improve local community space. and external                  Development                                         improvements by Jan 2010.
                                                                            funding                       Co-ordinator                                        Some work still to be done,
                                                                                                                                                              aiming to have finished work by
                                                                                                                                                              end of March 2010.

3.2      Increased pride and ownership Work with local residents to                 Staff time and        Emily Thomas   Housing   Summer   Date to go in ?   Local gardening competition run
         in local space resulting in a long- improve the environment at             tenant involvement    Community                2008                       in 08. Options using
         term sustainable environment.       Fostergate, Selby.                     budget and            Development                                         Groundwork explored 009.
                                                                                    external funding.     Co-ordinator                                        Plans to work with local Police
                                                                                                                                                              on road safety and water
                                                                                                                                                              awareness. Door knocking
                                                                                                                                                              consultation and design a road
                                                                                                                                                              safety sign competition planned
                                                                                                                                                              for March 2010.
3.3   Developing local community           Involvement in and support for    Staff time, external      Emily Thomas     Housing          Jan-08   Dec-10            Work on phase 1 started 23rd
      facilities.                          Stokesley Play Area regeneration. funding and               Community                                                    November, article in Winter
                                                                             community                 Development                                                  2010 Viewpoint, £7500 donated
                                                                             development fund          Co-ordinator                                                 to project in winter 09. Ongoing
                                                                                                                                                                    involvement in the group.

3.4   Encourage greater                    Involvement in and support for    Staff time, external      Emily Thomas     Housing, Care    Jan-08   Dec 2009 Ongoing Ongoing project. Wii sessions
      understanding and mutual             Stokesley and Great Ayton multi funding and                 Community                                                   held on a Friday in stokesley
      respect between different            agency Intergenerational project. community                 Development                                                 throughout the summer
      generations having a beneficial                                        development fund          Co-ordinator /                                              holidays. Core group of 10
      effect on both parties.                                                                          Lee Godfrey                                                 young and older people starting
                                                                                                       Tenancy                                                     up. work is progressing with a
                                                                                                       Relations Co-                                               group of pupils from the
                                                                                                       ordinator                                                   secondary school doing the D
                                                                                                                                                                   of E award and older people.

3.5   Develop an area agreement for        In partnership with other             Existing staff time   Rebecca          Housing and Care Jun-08   Sep-10            120 questionnaires were
      the Ashlands Estate. To ensure       agencies, consult residents on the    to consult and        Welburn                                                      completed by residents living on
      that we use our resources most       estate, establish priorities and      develop the plan.     Housing                                                      the Ashlands Estate during the
      effectively by concentrating on      agree delivery plan.                  (Additional           Manager                                                      Respect day on the 01.08.08.
      residents priorities and                                                   resources may be                                                                   Results collated and interested
      encouraging the active                                                     required as this is                                                                residents contacted to arrange
      participation of other partners                                            progressed.)                                                                       a meeting. Follow up meeting
      and residents.                                                                                                                                                held in May 09 which indicated
                                                                                                                                                                    that such an approach may not
                                                                                                                                                                    be feasible and that other
                                                                                                                                                                    options should be explored. Not
                                                                                                                                                                    being pursued.

3.6   Improved skills for tenants that     Pilot training course with            Staff time to                          Housing          Oct-09   Date to go in ?   Sub-group not convinced that
      may enhance employment               contractors, colleges, local stores   investigate.                           Care                                        this should sit with the Refuge
      opportunities and have a             to develop DIY courses. Link to       Possible costs of                                                                  Manager due to other factors
      beneficial effect on the condition   plan to provide training at refuge    provision.                                                                         and will instead draw up an
      of our homes (7th priority in        and young persons homeless                                                                                               alternative approach. Two
      satisfaction survey).                unit.                                                                                                                    separate aspects to this will be
                                                                                                                                                                    explored in the future.
3.7   Maximise customer feedback by Develop links with area forums               Staff time and     Emily Thomas        Housing          Jan-09   Mar-10            All area forums attended so far
      working with partners.        within Hambleton and other                   tenant involvement Community                                                       by Community Development Co-
                                    similar structures in other local            budget             Development                                                     ordinator as a guest speaker.
                                    authority areas.                                                Co-ordinator                                                    Article in Spring 09 Viewpoint.
                                                                                                                                                                    Links with Thirsk area forum
                                                                                                                                                                    and Richmond Hill Project
                                                                                                                                                                    Group developed, project
                                                                                                                                                                    included in the community plan,
                                                                                                                                                                    maximising the opportunity to
                                                                                                                                                                    secure funding via the district
                                                                                                                                                                    councils grants. Community
                                                                                                                                                                    Link officer attended TLG in
                                                                                                                                                                    December re area forums.
                                                                                                                                                                    Completed within target.
3.8      Tenants influencing expenditure Investigate ways in which tenants Staff time and     Carl Doolan         Housing   Aug-09   March 2010   Carl Doolan/Rebecca Welburn
         on local projects.              can bid for funds for local       tenant involvement Housing                                Ongoing      and Peter Ross have reviewed
                                         projects.                         budget             Services                                            the approach to the
                                                                                              Manager                                             Environmental / Parking
                                                                                                                                                  budgets with a view to
                                                                                                                                                  increasing customer input.
                                                                                                                                                  Ideas discussed with TLG in
                                                                                                                                                  June 09. Community
                                                                                                                                                  Development Fund working.
                                                                                                                                                  This is linked to the TAROE
                                                                                                                                                  project and the development of
                                                                                                                                                  a review group that may have
                                                                                                                                                  more influence over the
                                                                                                                                                  environmental budget.

Objective 4: Engaging with less represented groups
4.1      Ensure that all tenants are aware Begin a new profiling exercise       Staff time to       Carl Doolan   Housing   Jun-09   Mar-10       Need to discuss with JB the
         of the full range of opportunities that captures the way tenants       design, check       Housing                                       validity of the data we already
         and that the opportunities are     want to be involved. Review         results and input   Services                                      have rather than embark
         convenient to them and give        involved tenants against existing   information         Manager                                       directly on a new profiling
         them a personal and collective     profile.                                                                                              campaign. There is a working
         say.                                                                                                                                     group that looks at customer
                                                                                                                                                  profiling , customer profiling will
                                                                                                                                                  be reviewed following customer
                                                                                                                                                  service excellence feedback.

4.2      Make optimum use of existing       Develop training and guidance for Staff time and       Carl Doolan    All       Jun-09   March 2010   Staff training currently being
         contact with customers to          all staff on how they should        tenant involvement Housing                           Ongoing      planned for 2010. TAROE one
         encourage their involvement.       encourage involvement.              budget             Services                                       day training session planned for
                                                                                                   Manager                                        April 2010.
4.3      Ensure that tenants in all areas Review the roadshows and              Staff time and     Carl Doolan    All       May-09   Mar-10       Evaluation report completed for
         are satisfied with the             investigate other options           tenant involvement Housing                                        the 2009 roadshows.
         accessibility of Broadacres staff. (particularly using technology) for budget             Services                                       Roadshows will continue in
                                            engaging at a local level.                             Manager                                        2010. Facebook page being
                                                                                                                                                  developed. Completed within
4.4      Gain interactive feedback from a Hold a customer forum                 Staff time and     Carl Doolan    All       May-09   Apr-10       Explored within target,
         wide range of customers,                                               tenant involvement Housing                                        pursuing other options i.e..
         encouraging on-going                                                   budget             Services                                       Mini local customer forums as
         involvement.                                                                              Manager                                        part of Roadshows in 2010
                                                                                                                                                          BBCB's group set up at
                                                                                                                                                          Bullamoor Junior School in
                                                                                                                                                          2009, various activities run
                                                                                                                                                          including junior local monitors
                                       Pride in Our Community Project -                                                                                   litter pick and environmental
                                       encourage pro social behaviour,                                                                                    audit, involvement in the logo
                                       inter-generational activities and                    Emily Thomas,                                                 competition and hanging
                                       support links between schools,    Staff time and     Community                                                     baskets workshop. Further work
      Engage with communities of the organisations and local             tenant involvement Development     All / Northallerton                           planned in 2010 with Bullamoor
4.5   future                           communities.                      budget             Co-ordinator    Police                Sep-09           Mar-11 and Mill Hill Primary Schools.
      Gain interactive feedback from a
      wide range of customers,                                                                                                                            Successful Arts Council bid for
      encouraging on-going                                                                                                                                Rivendale Project Feb 10, bid
      involvement.                                                                                                                                        also includes element for
                                                                                                                                                          consultancy work across the
                                                                          Staff time, Arts                                                                Association to help develop arts
                                                                          Council funding    Fiona Coleman,                                               activities as a way of engaging
                                         Rivendale Arts Project /         £10,000, tenant    Development                                                  and the development of an arts
4.6                                      Broadacres Art in Delivery       involvement budget Manager        Housing / Care        Sep-09           Sep-11 strategy for the Association.
      Gain interactive feedback from a                                                       Emily ,
      wide range of customers,           Develop a Facebook page for                         Community
      encouraging on-going               Broadacres Customer                                 Development    Housing / Care -
4.7   involvement.                       Involvement                      Staff time         Co-ordinator   floating support      Jan-10 Ongoing          Page created Feb 10.
      Gain interactive feedback from a
      wide range of customers,                                            Staff time and
      encouraging on-going               Hold Roadshow events and mini    tenant involvement
4.8   involvement.                       customer forums in 5 locations   budget             ?              All                   Feb-10           Sep-10 Planning has started

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