Qualtrics – Trafford Housing Trust move to gathering instant feedback

Agatha Lawton‑Cooper Customer Intelligence Officer

Aggie share the Trafford Housing Trust recent work on customer insight and early learning from Qualtrics to support this work.

Aggie demonstrated the system and share early examples of its implementation and usefulness, followed by Q&A.

Qualtrics Demo Customer Board Presentation Sept 2018

THT were new to the system which appeared flexible,Aggie answered questions and demoed it local use for reporting and for capturing customer opinion.

Anyone wanting more info – contact Aggie.

A busy summer for consultation – the green paper and all things engagement!

Yvonne Davies

We went through a quick round up of the happenings over the summer and the key papers including:

• Housing Green Paper and Consumer Regulation Review
• Rethinking Social Housing
• Transparency Charter – NHF
• Rethinking Customer Insight – moving beyond the numbers – HACT
• Minster recent consultation and Placeshaper/LGA consultative events

S.Net round up GP and Consumer review

Leeds overall has a number of different digital strands/areas of work.

Within the tenant engagement function they are focussing on digital inclusion/skills and trying to develop new approaches to digital engagement.  Ian’s presentation about what the team has been working on in case useful.

Senior Housing Meeting 14 Sep 18 Presentation

There’s also more information at www.digitalinclusionleeds.com

The main time was a discussion on the Green paper from the presentation and what we thought would happen and how residents were engaging with exiting events and how some organisations were sending in their own views.

A white paper is due in the Spring of 2019.

Concerns on clarity over ideas on stigma – generally felt that the ideas of community meetings and mixed tenure are old ideas

Stigma – links to benefit to society

Good Practice: Bury 6 town housing – We benefit Bury”

Not clear what might be measured on KPIs for residents and league tables

We held a discussion on the merits of holding a resident and involvement officer debate on the key elements of the green paper on consumer regulation and involvement. In particular should we have an unconference for tenants and involvement staff – a collective green paper response? we agreed this was appropriate. Yvonne to quickly convene for late October, venue THT or other central – prob Mancs location.

Presentation, demonstration and discussion

Stickyworld – Michael Kohn

Michael demonstrated Stickyworld, showing us how easy it is to use and some of its applications and outcomes, including hints and tips for using digital technology for insight and opinion, followed by Q&A.

He took us through scenarios where consultation and responses remain on the site.

_Stickyworld Resident Involvement for Improvement projects

At the same time the uses in common areas where issues could be reported for improvement by writing text on a map or a picture of an area and how videos could introduce  the purpose of consultation. Michael is prepared to come to your organisation and enable you to try our Stickyworld.

Follow up with Michael on his offer?

michael@stickyworld.com

On the Couch – information requirements and sharing

• Board, Committee, Council reporting on Engagement to governance structures

Plus Dane are looking at how landlords hear information from

We discussed the roles of most landlords hearing from Scrutiny Panels or similar, Salix using their panel to review performance for the board and generally the gap for landlords to hear from anything other than SPs, Southway minutes of their consultative group go to Committee

• Tenant engagement in disaster planning and tenant engagement in outcomes from the Hackitt review

Incommunities have been involving their residents in emergency planning and were looking for examples from elsewhere – aside from work alredy discussed from the Hackitt review, we had not other examples of this, asiude from high rise groups at THT and Leeds who had picked this up with a new and existing group,

• Mystery shopping – recruitment and tasks undertaken

For Viva were having trouble recruiting to their mystery shoppers panel due to the staff recognition of the existing panel.

We discussed that some SP do this for themselves and the opportunity to do this on a task and finish basis with less commitment but with a good work based training offer – advertised to volunteers.

• Succession planning and skills reviews of residents on panels

Incommunities were looking to prepare for retirements and departure from their key panels and asked if this had been discussed previously.

Yvonne mentioned the succession plan for tenants which she had done for the 6 town Housing meeting of S.net, everyone agreed it was a good idea

Events – see dates in YDs presentation above

• Ministerial roadshows on Green Paper, coming to an end – next on in the NE on 8th Oct
• NHC tenant panel conference – 29th November 2018 in York

Next meeting

Southway Housing Trust on 23rd Jan 2019 – 10.30 to 230

Our friends at CIH have provided this useful summary of the Green Paper:

CIH0295 WYNTK Social Housing David Pipe V1

The government has published the paper today:

A_new_deal_for_social_housing_web_accessible

The government has said with its publication:

“The social housing green paper proposes fundamental reform to ensure social homes provide an essential, safe, well managed service for all those who need it.

We will consider how we can re-balance the relationship between residents and landlords to ensure issues are resolved swiftly and residents’ voices are heard.

To support this vision there is a powerful case to be made for strengthening the regulatory framework so that it not only focuses on the governance and financial viability of housing associations, but also on how residents are treated and the level of services they should expect. We are also publishing a call for evidence which seeks information on how the regulatory framework is operating. This is the first step to a full review of regulation to make sure it is fit for the future.

We will address the stigma that for too long has been associated with social housing and on which residents all around the country have voiced their concern. We will ensure social housing residents are recognised for their valuable contribution to society.

We want social housing to support people to get on in life, making it more likely, not less likely, that they will go on to buy their own home, as well as providing essential, good quality and well run homes for those who need them most.

To support this we are also consulting on reforms to the Right to Buy to ensure that social tenants have the opportunity to move into home ownership but that councils can also replace the homes sold where they are needed – so that Right to Buy works for everyone”.

The closing date is 11.45 on 6th November 2018

The government wants to support local authorities to build more affordable homes and has produced this consultation to invite views on options to change the rules governing the money raised from Right to Buy sales to make it easier for councils to build more homes.

The government is also seeking views on whether the commitment that every additional home sold (as a result of the increase in discounts in 2012) is replaced on a one-for-one basis nationally should be retained, or reformed to focus on the wider supply of social and affordable housing.

It was published alongside the social housing green paper

The government  are keen to hear from local authorities as well as residents and other stakeholders -so do join in

The closing date is 11.45 on 6th November 2018

Here is the consultation paper:

Right_to_Buy_consultation

The social housing green paper sets out the governments  intention to carry out a review of regulation of social housing to ensure it remains fit for purpose, reflects changes in the social housing sector and drives a focus on delivering a good service for residents.

This call for evidence asks for information on how the regulatory regime is meeting its current objectives – both what works well and what does not.

It should be read alongside questions in the green paper and marks the first stage in the review process.

The government is  keen to hear from a wide range of interested parties including residents, landlords and lenders, so please do engage.

The closing date is 11.45 on 6th November 2018

Here is the call for evidence:

Review_of_social_housing_regulation_call_for_evidence

The HCA – now known as the RSH (Regulator of Social Housing) has published their annual consumer regulation review which sets out its experience of the consumer regulation regime for social housing.

The report explains how RSH has gone about implementing the legislation on consumer regulation:

Consumer_Regulation_Review_2017-18_20180727

In June 2018 CfPS convened a roundtable to discuss central Government intervention in local government.

We attended this as a CfPS Advisory Board member

The Government has power to appoint Commissioners to run councils where there is evidence that those councils are not delivering “best value”. Government can also intervene more informally – as with the appointment of an “independent improvement panel” in Birmingham. And there are many “sector-led” mechanisms to review and improve councils’ operations – like the LGA corporate peer challenge.

Please click here to read the full article.

London boroughs have invited bids to supply modular homes that can be moved around the capital as needed to accommodate homeless people.

Inside Housing has reported that:

“Pan-London Accommodation Collaborative Enterprise (Place) said it sought “precision-manufactured family homes that will have the quality of permanent housing but can be moved from one site to another as required”.

It has an initial target of placing 200 homes on vacant sites that would otherwise be under-used

The project has been developed by the London Housing Directors’ Group, supported by London Councils, which represents the boroughs, and an £11m investment by the Greater London Authority.”

In launching the strategy, the government has said it aims to build stronger communities by bringing businesses, charities and the public sector together, and put communities and charities at the heart of decision-making.  ” The Strategy sets out how government will work with and for civil society in the long-term to create a country that works for everyone.”.

Tracey Crouch, Minister for Sport and Civil Society, unveiled the governments vision which looks at how people, places and the public, private and social sectors can be supported to contribute even more to the creation of social value – having a positive impact on society. It will help connect and empower people to improve the areas they live, as well as bringing together these different sectors to help enrich lives and build a fairer society for all.

Here is the executive summary of the strategy:

Executive_summary_-_Civil_Society_Strategy

Here is the full strategy:

Civil_Society_Strategy_-_building_a_future_that_works_for_everyone