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.
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
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
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
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
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