Low Level Impact Medium Level Impact High Level Impact Good VFM OK VFM Bad VFM Don’t Know Impact Assessment Report 2011/2012 Introduction Welcome to another years impact assessment for Rockingham Forest Housing Association. This continues to be an important tool for the Association in finding out what residents really thought of the involvement activities that we have hosted over the past 12 months. This is the third year that we have used this format for the report as it continues to be successfully understood by our residents group who complete the assessment as well as a clear document that is easy to understand by our wider resident community. This has been another year of extensive resident involvement activities, with at least one event being hosted per month. The Association used the valuable ratings of the 2011/2012 assessment to learn what had worked well and what areas needed improvement if there were to be replicated. What is an Impact Assessment Report? This report measures and evaluates the differences made to services, policies and procedures through the involvement activity. It is a chance at the end of the year for both the Association to take stock of the work that has been carried out in the past year as well as forming a document that is published for all residents to see the direct changes that have been made as a result of the residents involvement. The most important part of the impact assessment report is the level of impact and value for money score that each project has been awarded. These scores have been awarded to each section by our Challenge Group and Repairs Improvement Group. These are two of our most established resident groups and who are used to scrutinising the Associations performance whilst considering the bigger picture of how it affects all residents and even the wider community. The format of the report is a table. The column headings are very explanatory of what is included in that section. It is important that all of these columns are used for each section as they tell you the story of what the activity is, what happened, how much it cost (include money, staff time and resident time), the outcomes and changes made and finally the rating. The value for money and impact ratings are the same as last year. For example the impact was judged by how far reaching the changes were. An item was awarded a Low Level Impact if the group thought the event was only felt by those involved. Medium Level when the activity affected those who attended and it would be felt by other RFHA residents too. Finally the High Level impact is when the attendees, all RFHA residents and the wider community would be affected by the results of the activity. The second area the residents marked the activity on was value for money. Value for Money is not about looking at which items cost the least amount of money – it was about weighing up the financial cost, the resources used, peoples time and comparing it to the size of the impact. Residents enjoyment was also a factor.
Transcript
Low Level Impact Medium Level Impact High Level Impact Good VFM OK VFM Bad VFM Don’t Know
Impact Assessment Report 2011/2012
Introduction Welcome to another years impact assessment for Rockingham Forest Housing Association. This continues to be an important tool for the Association in finding out what residents really thought of the involvement activities that we have hosted over the past 12 months. This is the third year that we have used this format for the report as it continues to be successfully understood by our residents group who complete the assessment as well as a clear document that is easy to understand by our wider resident community. This has been another year of extensive resident involvement activities, with at least one event being hosted per month. The Association used the valuable ratings of the 2011/2012 assessment to learn what had worked well and what areas needed improvement if there were to be replicated.
What is an Impact Assessment Report? This report measures and evaluates the differences made to services, policies and procedures through the involvement activity. It is a chance at the end of the year for both the Association to take stock of the work that has been carried out in the past year as well as forming a document that is published for all residents to see the direct changes that have been made as a result of the residents involvement. The most important part of the impact assessment report is the level of impact and value for money score that each project has been awarded. These scores have been awarded to each section by our Challenge Group and Repairs Improvement Group. These are two of our most established resident groups and who are used to scrutinising the Associations performance whilst considering the bigger picture of how it affects all residents and even the wider community. The format of the report is a table. The column headings are very explanatory of what is included in that section. It is important that all of these columns are used for each section as they tell you the story of what the activity is, what happened, how much it cost (include money, staff time and resident time), the outcomes and changes made and finally the rating. The value for money and impact ratings are the same as last year. For example the impact was judged by how far reaching the changes were. An item was awarded a Low Level Impact if the group thought the event was only felt by those involved. Medium Level when the activity affected those who attended and it would be felt by other RFHA residents too. Finally the High Level impact is when the attendees, all RFHA residents and the wider community would be affected by the results of the activity. The second area the residents marked the activity on was value for money. Value for Money is not about looking at which items cost the least amount of money – it was about weighing up the financial cost, the resources used, peoples time and comparing it to the size of the impact. Residents enjoyment was also a factor.
Low Level Impact Medium Level Impact High Level Impact Good VFM OK VFM Bad VFM Don’t Know
Why is an Impact Report Important? As resident involvement is such an important factor to the Association and remains a key business objective, it is important to ensure that the work we invest in is effective and supported by our residents. For the last three years this report has followed an identical format. This has enabled RFHA to draw direct comparisons with its work and has influenced the budget allocations for each subsequent year as well as seeing a number of on going activities being changed to reflect the residents improvement suggestions and to improve its performance score for the following year. Resident involvement is central to delivering excellent services and RFHA is committed to achieving excellence. Excellent services come through RFHA using the information consultation provides them and turning them into service improvements that benefit our residents. This impact report is not only valuable to our residents but also to our staff, stakeholders and partners. The report shows how committed RFHA is to involving its residents by the number of activities featured in the report, the changes that are made each year to achieve a higher impact and also to review all of the changes that have been made.
Level of Impact – The Rating Format
Value for Money Value for Money (VFM) means achieving the best results from the resources available, taking into consideration both time and costs. It is important that services and activities are provided within the resources available, and that these are parallel to customer priorities and needs.
Low Level Impact Medium Level Impact High Level Impact Good VFM OK VFM Bad VFM Don’t Know
When organising any resident involvement activity, the Association carefully considers what results (outcomes) they want to achieve. When resources are allocated, costs must be assessed against available budgets (including staff and residents time) and the wishes from residents of how this budget it spent. This does not necessarily mean that the cheapest option will be selected, but one that achieves the best results at the most appropriate cost. 2012/2013 sees a much reduced budget so it will be a very challenging year. There may be times when the cheapest option has to be used. However the Association will be sure to still make it as effective as possible. Value for Money results will be shown in the following format
Resources RFHA spent £10,512 on Resident Involvement in 2010-2011. With an increased number of properties now in management this equates to approximately £12.36 per household. This is 19p less than the pervious year and 53p less than the year before. Once again this demonstrates the effectiveness of the Impact Assessment and how both the residents and the Association use the information to spend wisely over subsequent years.
Equality and Diversity RFHA has a strong culture that treats everyone equally – both internally and externally. The commitment to this culture is enforced by annual Equality and Diversity training for all staff. Members of the Challenge Group are invited to join staff for this half day course. Training our involved residents will help to make sure that residents treat each other with respect regardless of their background.
Low Level Impact Medium Level Impact High Level Impact Good VFM OK VFM Bad VFM Don’t Know
Conclusion The priority of this report is to ensure that our residents have an opportunity to assess each and every resident involvement activity that has been carried out over the past 12 months. The information it vital to the Association to know what our residents consider to be our key strengths and areas for improvement for the next year. Also as this is the third year that this format has been used we are able to draw direct comparisons. The residents involved in the process remain consistent so we can be sure that their feedback is also comparative. Once again it has been a strong year for resident involvement with most activities receiving a high rating of impact and value for money. Using the experience of the year before and the formal feedback that we gain from each activity we were able to be sure we were holding events that reflect the wishes of our residents. We have learnt from the Pamper day that you cannot replicate the same event twice , we always need to evolve the idea and move it forward. We have continued to have clear targets for why we are hosting the event, who we are hosting it for and what measureable outcomes we are aiming for. As mentioned before we are very committed to getting feedback from the residents who were involved to enable us to rate the success and score the enjoyment factor. This will remain to be an important aspect of resident involvement so that the results can be used in the annual impact assessment. In conclusion we are delighted with the Challenge Groups commitment to the Impact Assessment and also their idea to invite the Repairs Improvement Group to contribute. The impact assessment will once again be a useful tool to help guide the work the Association undertakes in the coming year. We are pleased that we continued to have a strong number of activities and reached a wide number of residents. This will be a target for the coming year to continue offering so many ways to get involved and to continue to achieve high levels of impact throughout the business.
Thank you RFHA would like to thank all of its residents that have spared their time to get involved over the past year. We hope that this report demonstrates just how much value we place on your involvement and how committed we are to making changes in line with your feedback. A special thank you to our Challenge Group and Repairs Improvement Group who shared their views on this report and made sure that all of the information represents what has taken place. Thank you again to everyone and we look forward to working with you all next year!
Low Level Impact Medium Level Impact High Level Impact Good VFM OK VFM Bad VFM Don’t Know
Impact Assessment 2011/2012
Type of Involvement
What has happened? The Outputs
Value for Money Resources & Costs
So What? Outcomes - Impact
Rating Inc Recommendations
Challenge Group – Consultation meetings What it is? A small group of residents which give focused, qualitative feedback Its Aim To achieve an active form of involvement or consultation on specific issues and policies
5 Meetings
April • Future tenancy options
May • Rating of the impact Assessment, scored the RI work that had happened in the last year. • RI Budget Allocation, the group distributed the budget inline with their priorities
July • Annual Report design, the group influenced the layout and subjects that the report covered • Group discussed the presentation for the AGM
Nov • New Tenant Handbook was reviewed. The group influenced the layout, contents and cost.
Jan •Tenant Talkback planning, the group agreed to host a Resident Involvement stand at the event. •The group declined going for the NTO standard • The group approved the trial of a loyalty point scheme
Costs Total £ 1,346.87 Expenses & Food £476.87 Incentives £870 Staff Time at meetings - 28 hrs Staff Time preparing and post meeting work - 60hrs Resident time at meetings – 109.20 hrs
Talks with the board resulted in no change to the length of tenancy that RFHA offers The budget allocation resulted in the funding for more tenant training The Annual Report was a successful document that was entered into a competition The Challenge Groups attendance at the Tenant Talkback was a recruitment drive for Resident Involvement which resulted in two new involved residents The Handbook contains information that the group recommended new tenants needs to know. At the AGM the Challenge Group challenged the board which has lead to a new recommendations paper going to board
Evaluation Forms 77% Enjoyment 80% gained knowledge, skills and personal development 90% developed friendships
High Level Impact Reason – The topic’s discussed effect the members, all RFHA residents and the profile of the Association
Good VFM
Reason – In line with the overall budget and due to the high impact
Low Level Impact Medium Level Impact High Level Impact Good VFM OK VFM Bad VFM Don’t Know
Type of Involvement
What has happened? The Outputs
Value for Money Resources & Costs
So What? Outcomes & Impact
Rating Inc Recommendations
Challenge Group Review Meetings What is it? A group that reviews the Associations performance against standards Its Aim For the group to scrutinise the performance and make recommendations for improvements
3 Meetings 3 TSA Standards Reviewed
- Neighbourhood Standard ASB – 4 recommendations for management of ASB accounts and information to be given to residents. All four introduced - Tenancy Standard
4 Recommendations for the Standard – 4 have been introduced
- Customer Service and Empowerment Standard
Complaints – 9 recommendations raised and 8 implemented
Costs Total £ 764.45 Expenses & Food £294.45 Incentives £470.00 Staff Time at meetings 26hrs Staff Time pre and post meetings 25 hrs Residents Time at meetings – 84hr
Introduction of a new Hate Crime policy 7 action points for the Racial Harassment policy to help residents 7 changes to Domestic Violence policy For the TSA form to be changed to be effective in establishing vulnerable residents Service charge calculations to be sent out annually to the service charge payers For the complaints process to be computerised Changes to the getting it right leaflet so residents understand more about each stage The Challenge Group to introduce an Advocacy Service To change how we deal with a complaint – its more about putting it right
92 % Enjoyment of these meetings
High Level Impact Reason – Group members, all residents, future residents and contractors all feel the effect of these meetings. Also as the recommendations go to board it influences the direction of the organisation
Good VFM
Reason – Due to high impact this seemed a reasonable amount of money
Low Level Impact Medium Level Impact High Level Impact Good VFM OK VFM Bad VFM Don’t Know
Type of Involvement
What has happened? The Outputs
Value for Money Resources & Costs
So What? Outcomes & Impact
Rating Inc Recommendations
Repairs Improvement Group What is it? A small group of residents focused on discussing maintenance issues Its Aim To represent the thoughts of our residents with regards to repairs, contractors and options
3 Meetings 10 Key Subjects Covered Issues Consulted on:- • Minimum Lettable Standard • Benchmarking • Standardised kitchen programme • Future topics for the group • Repair Service Review • Refurbished properties • Dulux decorating scheme • Non Essential repairs • Contractor Changes • Major Programmes • Visit DDH • Approved Lovell’s standard to be considered for the tender
Costs Total £438.97 Expenses & Food £ 138.97 Incentives £ 300 Staff Time at meeting – 22 hrs Staff Time pre and post meeting – 14 hrs Resident Time 44 hrs
Residents now view their house earlier and can influence the work that is done
There’s a welcome note from RIG group in the welcome pack
The group encouraged RFHA to consider working with one contractor – this has led to better price negotiations
The group agreed a standard number of kitchen units we fit per house type – this led to reduced costs
The Group approved the kitchens and bathrooms used by DDH – these have resulted in a 24% saving and higher spec
We offer Dulux Paint packs which means the residents gets a complete decorating pack delivered to their door. It is also cheaper for the association & better quality products
Dulux also offer training and videos of advice now available to all residents
100% Enjoyment recorded on feedback forms 75% skills, knowledge and personal development score
High Level Impact
Reason – As the work of the group effects our properties this in turn effects all our residents and they are also part of the community. Also working with Lovell’s they have more of a community responsibility
Low Level Impact Medium Level Impact High Level Impact Good VFM OK VFM Bad VFM Don’t Know
Type of Involvement
What has happened? The Outputs
Value for Money Resources & Costs
So What? Outcomes & Impact
Rating Inc Recommendations
EMTPF Membership What is it? East Midlands Tenant Participation Forum Its Aim To allow our residents access to the services they offer & forum access for information and connection sharing
Residents attended regional Seminars Able to gain information & knowledge from a pool of housing associations Networking opportunities for TP workers and residents Value for Money training Residents attended all seminars 3 residents attended events – 7 places in total across the year RI Coordinator attended 6 networking meetings
Costs Total £ 1160.29 Staff Time 46hrs Resident Time 43 hrs
Information from the Networking group assisted with the set up of the Mystery Shopping Partnership Caroline did a presentation at the Social Landlords management forum after hearing of her work at the networking meetings Two regular attendees of the seminars are able to feed back information from their sessions to the RI coordinator who reports on this to all resident’s in the newsletter
Recommendation – Would still like more residents to attend
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Medium – High level Impact Reason – It has a high impact on those who attend and they get to network with the wider community but this is only a few people.
Good VFM
Reason – Relatively low cost and the quality of training received on the days is high
Low Level Impact Medium Level Impact High Level Impact Good VFM OK VFM Bad VFM Don’t Know
Type of Involvement
What has happened? The Outputs
Value for Money Resources & Costs
So What? Outcomes & Impact
Rating Inc Recommendations
Tenant Talkback What is it? Annual meeting of tenants and management Its Aim Informal, partnership event to bring everyone together to develop connections and share views
Following consultation the event was hosted on a Saturday at a local venue
Staff and local partners attended to provide a range of information to residents
Free buffet lunch and drinks to all who attended
Relaxed, social atmosphere
A number of staff were involved
Open to all residents
A chance to showcase the organisation
Held at a venue that was attractive to all resident profiles E.g. Child friendly, face painting and Easter crafts
Residents got to speak to agencies that they haven’t previously engaged with
57 residents attended and 31 children
RFHA got to meet new partners and establish stronger links with current partnerships
Costs Total £ 2680.93 Staff time – 33 hrs Challenge Group/RIG time – 9 hrs
It was the highest ever attendance the Association as received for a single event Highest attendance of our resident demographic 27 people talked to Community Law Service and 2 people booked appointments 2 people booked appointments with Natwest Bank 4 people made appointments with Evolve your Future 8 people completed income and expenditure forms with the housing team 6 people made appointments with MCF Loans 2 residents signed up for Resident Involvement work RFHA has developed new partnerships which residents will benefit from.
95% Were Satisfied with the event Suggestion – how about a coffee shop next time?
High Level Impact Reason – High attendance, good Partnership work for tenants, the organisation and the partners. It also promoted a local business
Good VFM
Reason – With in budget and reached more residents
Low Level Impact Medium Level Impact High Level Impact Good VFM OK VFM Bad VFM Don’t Know
Type of Involvement
What has happened? The Outputs
Value for Money Resources & Costs
So What? Outcomes & Impact
Rating Inc Recommendations
Resident Groups What is it? Residents’ groups comprise of local people who want to improve the area in which they live Its Aim To bring together like minded people or geographically separated people so discuss and plan events that matter to them
6 Highground Tenants Association meetings HIP – Weekly coffee shop for local social housing tenants FLAG – Monthly meetings to unite a community, tackle ASB and arrange events (FLAG = Facilitating Local Activities Group) Assisted with Tidy up days Funded a BBQ to use as a catering for events to raise money Donated a prize for Christmas raffle to raise money
Costs Prizes £136.65 Skip £120 Staff Time 19 hrs
RFHA are assisting the Highgrounds Tenant Association to arrange activities for local tenants
Residents involved with this group have a higher satisfaction level with the Association
There is a stronger community bond Area’s are cleaner Money raised through our donations enables the groups to continue their work
Chair of Highgrounds Association is delighted with our involvement
High Level Impact
Reason – They are a shared community group so they effect the wider society, especially if they are working to prevent ASB
Good VFM
Reason -Low cost but far reaching
Pamper Day
What is it? A one off event for residents to come to the association for a treatment and lunch
Its Aim To mix with young mum residents and consult with them about their satisfaction level
4 residents attended All residents were consulted with about the their satisfaction with the organisation Residents who had not previously been to any involvement activities attended
Costs Total - £ 454.92 Staff Time 5hrs 6 hrs of resident time
The results of the feedback means increased information of carer services in reception Identified the need to make events more child friendly All for residents were people that we haven’t previously engaged with
100% enjoyment
Recommendation – have beauty treatments at the next Tenant Talkback
Low Level Impact Medium Level Impact High Level Impact Good VFM OK VFM Bad VFM Don’t Know
Type of Involvement
What has happened? The Outputs
Value for Money Resources & Costs
So What? Outcomes & Impact
Rating Inc Recommendations
Sounding Board What is it? A group of residents who receive a monthly email asking for their feedback on various housing subjects Its Aim To gain consultation from a wide range of residents and be convenient to those who cant attend meetings
19 Members 12 Consultations conducted 75% return rate Subjects consulted on
- Satisfaction with the Annual Report
- Business Plan - Reporting a Repair - Denied Access - Anti Social Behaviour - Single Equality - Reactive Repairs Service - Tenant Talkback - Sustainable Energy and
Warmth - Quid’s In Magazine - Housing Management
Strategy
Costs 30 hours of staff time (2.5 each month to write the consultation and consolidate the results) 54 hrs of residents time (thinking it takes 15mins per resident to respond)
Satisfaction with Annual report which will mean we will continue to produce one
The business plan has been written in line with the priorities of the group
No changes were made to the ASB policy as the group were satisfied with our performance
We removed our reporting a repair through the website as the group thought this was not value for money
The tender for the reactive repairs reflected the priorities of this group
We now have a sustainable energy and warmth policy which is a new document and was approved by the group
The group would like the circulation of Quids in Magazine so we are doing further consultation
The group agreed that we are following our equality policy in how we communicate with our residents
100% Satisfaction from the group with this activity 90% believe the involvement makes a difference 100% satisfaction with the subjects covered 100% felt they had learn something from these consultations
High Level Impact
Reason – large number of subjects covered and often those subjects include the wider community or government targets
Good VFM
Reason - No financial costs and only minimal time for staff and residents
Low Level Impact Medium Level Impact High Level Impact Good VFM OK VFM Bad VFM Don’t Know
Type of Involvement
What has happened? The Outputs
Value for Money Resources & Costs
So What? Outcomes & Impact
Rating Inc Recommendations
Mystery Shopping What is it? Residents who check that we perform in accordance with our service standards by completing ‘mystery’ shops Its Aim To check we are a high performer and find any recommendations to improve our service
4 residents have successfully been Mystery Shoppers by Experience 4 residents from the Mystery Shopping Partnership ‘shopped’ RFHA 12 scenarios were carried out on the association All reports were completed and circulated through out the Association Reports have been published on the website Staff Training has been completed on areas of weakness
Costs Total £210.00 10 hrs of Staff time 12 hrs of Residents time
The results are used as a constant performance check against our Service Standards Additional training has been given about ASB advice if you are not a resident The reports will influence the review of the service standards next year
Medium Level Impact
Reason – it is more of an internal practice and check of our performance towards our residents
Good VFM
Reason - Relatively low cost and not too much staff time but is an important tool for the organisation
Low Level Impact Medium Level Impact High Level Impact Good VFM OK VFM Bad VFM Don’t Know
Type of Involvement
What has happened? The Outputs
Value for Money Resources & Costs
So What? Outcomes & Impact
Rating Inc Recommendations
Reception Consultations What is it? A board in reception that has a question a week on it and visitors get to vote for their choice of answers Its Aim To consult with a high number of visitors and to gain quick feedback
A white board in reception has a multiple choice question on for visitors in reception to answer Each quarter there is a new subject area for consultation A new question is written every fortnight Over 13 questions have been asked to date On average each question is answered by approximately 18 visitors to reception
Costs Staff time 15 minutes every two weeks Resident time 3 minutes each to read and vote = 50 mins per question
We hosted the Tenant Talkback at the time, day and venue of preference from the group Their satisfaction with the Annual Report will influence that we continue to produce one Residents expressed their satisfaction with out Local Offer which will be used in the review
Medium Level Impact
Reason – The subjects consulted on normally effect the individual and all residents
Good VFM
Reason -No cost to the organisation but does effect what happens
Training
Challenge Group received training on the benefits of EMTPF Challenge Group received more information about Scrutiny and how is works within the association Residents from other housing associations received training on Mystery Shopping
Costs
Total £ 63.46
Training evening £43.46
Mystery Shopping Partnership £20.00
Staff Time 20 hrs
Residents time 22hrs
Challenge Group were happy to continue with Review work A new paper goes to BOM about the groups Recommendations Four residents from other organisations Mystery Shopped RFHA
Low Level Impact
Reason – Training evening confirmed what we already do and the Mystery Shopping didn’t affect any of our residents
Low Level Impact Medium Level Impact High Level Impact Good VFM OK VFM Bad VFM Don’t Know
Type of Involvement
What has happened? The Outputs
Value for Money Resources & Costs
So What? Outcomes & Impact
Rating Inc Recommendations
Other
Publicity
Facebook
Resident Involvement Leaflet with in the new handbook Circulated to all existing residents in April and will be given to all news residents over the next five years. We have set up a Facebook page representing RFHA It provides information about RI events and activities There is information about the Association on there It is a discussion point for both the Association and the residents The page follows other organisations that provide useful information eg. Council
Cost RI Leaflet and contribution to the handbook £803.00 Staff Time 7hrs Cost Staff Time – 30mins per week
Updated information on Resident Involvement to help inform and encourage participation 41 people follow the page so receive the updates about events 20 followers completed the business plan consultation that was published on the page 6 people became Mystery Shoppers by experience 4 people confirmed their Tenant Talkback attendance
Medium Level Impact
Reason – The handbook is now very informative and will have a good impact on residents
Ok Value for Money
Reason – Still waiting to see the impact so hard to know the value
- Low – Medium Impact
Reason – at the moment it is accessed by a small percentage of people but it informs them of important information
Good Value for Money
Reason – Low cost and staff time but huge potential
