Tenants Handbook - Tenant involvement
CHAPTER 11 - MAKING YOUR VOICE HEARD AND GETTING INVOLVED
INTRODUCTION
Your opinions and ideas are very valuable and we would like to hear your views about our services.
We believe it is very important to involve our tenants in the decision-making process and we are committed to making this a reality.
We know that you are in the best position to tell us what works and what doesn't and we work with you and our leaseholders to improve our services. We also aim to increase tenant representation in all areas in which we work.
YOUR RIGHT TO BE CONSULTED
Under section 105 of the Housing Act 1985 (Provision of Information and Consultation), you have a legal right to be consulted on housing management issues.
This chapter shows how you can get involved and comment on our services and proposed changes that may affect you.
THE TENANT PARTICIPATION COMPACT
The compact is an agreement between the Council and its tenants. It explains how we have agreed to work together to ensure you are involved in decisions affecting your homes and communities. It sets out expected standards and levels of service for working together.
It also includes a list of ways you can get involved, from sharing views and information, to meeting other tenants, attending small discussion groups, or going to council committee meetings.
For a copy of our tenant participation compact please contact the Tenant Involvement team or visit our website.
TACT (TENANTS AND COUNCIL TOGETHER)
TACT is the formal district-wide tenant and leaseholder forum which is made up of tenants that are representative of the area where they live, as well as individual tenant volunteers, councillors and council officers.
TACT meets every month and works in partnership with the Council to improve the housing service for all tenants.
TACT has formal representation on all council committees and meetings that discuss, approve and scrutinise housing related issues. TACT presents the interests and views of all tenants at these meetings.
TACT produces its own newsletter and is also involved in the production of the tenants' newsletter produced by the Council. Both publications are delivered to your home three times a year.
TACT is also involved in other specialist forums, such as Property and Contracts, Estate Management, Tenant Participation Compact Monitoring and Supported Housing.
TACT supports tenants associations and information sharing sessions and its members will attend meetings on request.
TACT also helps to run campaigns and to set up new groups, as well as working with tenants and officers of other social landlords to network, compare and improve services.
OTHER WAYS OF GETTING INVOLVED
Specialist forums
Specialist forums are set up to discuss, improve and monitor specific areas of service, such as rents, repairs and supported housing. Tenants and council officers work together as members of the forums to improve services for tenants. Forums are open to all tenants and leaseholders across the district.
Tenants and residents associations
There is an active network of tenants and residents associations in the
They meet regularly with the Council to raise concerns and:
· Give their views on housing issues
· Campaign for improvements on estates
· Organise public meetings and estate walkabouts
· Listen to concerns and canvass views
· Produce newsletters with information on local issues
These associations are democratic and represent a specific area or estate. They abide by a set of aims and rules (a constitution) and have a committee that is elected each year at an annual general meeting.
The Council supports each association by helping with:
· Running costs and expenses
· Stationery items, such as files, folders and paper
· Photocopying, typing and the production of newsletters, posters and flyers
· Training, either organised by us, or at recognised training events and conferences
· Travel, child care and carers' expenses so you can attend meetings
· Transport to training events and tenants' meetings
· Finding and booking venues for meetings
Information sharing sessions
Information sharing sessions are designed for our tenants who live in supported housing for older people.
They are regular, informal sessions, normally held during the day in the communal lounge and are supported by scheme and other housing staff. They give you the chance to:
- Raise concerns about your scheme
- Meet and share ideas with your neighbours
- Visit other schemes in the Winchester district
- Learn more about the Council
- Meet council officers and councillors
Staff at your scheme can let you know when information sharing sessions are taking place and how to get more information about tenant involvement.
For more about services for older people see chapter 8
BME customers have a voice
Jigsaw is a way for people from black and minority ethnic (BME) communities, who receive a service from the Council, such as tenants, home owners and people on the waiting list, to have their say. This includes white communities such as Eastern European, Irish, Jewish, Gypsies or Travellers.
Your views and experiences could help improve our services.
Views and information can be exchanged either by post or e-mail. If you would prefer, Jigsaw facilitators can come along to another group you attend or speak to friends or colleagues you meet with. Interpreters and translation are provided where members need them.
We are always looking at new ways to develop links with BME and other hard to reach groups. If you know of a way, give the Tenant Involvement team a call.
Tenant Talk
Tenant Talk is another way to encourage greater involvement. It offers you the flexibility to choose how, where, when and what to get involved in. It is tailor made to suit your commitments and your spare time. For example, if you do not enjoy meetings, you can get involved in other ways.
You just need to complete a Tenant Talk questionnaire and we will contact you when necessary to ask you about the services in which you are interested.
Your views and comments will then be used by officers and councillors when they are making decisions about our housing services and priorities.
Tenant Talk is open to all council tenants and leaseholders, as well as teenagers and younger children.
Tenant Talk forms are available:
· From the Customer Service Centre
· From the Tenant Involvement team
· On-line at www.winchester.gov.uk/TACT
· By writing to the Tenant Involvement Manager, Winchester City Council, FREEPOST NAT15377. WOMCJESTER SO23 9ZW.
You may also ask a friend, your representative or carer to register your interest
Tenant involvement for ALL - it's easy!
You decide how much you want to become involved. The ways of getting involved are only a guideline and you may have other ideas, so please let us know.
Other ways of getting involved are:
· Letter writing
· Using the telephone
· In person (a home visit from a representative from the Council)
· Through a representative or carer
· By e-mail
· By text
We will contribute towards out of pocket expenses for attendance at meetings, including transport costs (for example, bus fares), reimbursement of mileage to and from meetings, car parking tariffs and child care and carers' expenses.
We will also give you support, provide training and arrange for a 'buddy' to share their experiences with you.
We will also carry out regular surveys and questionnaires to update our information on your needs.
Simply contact your Area
KEEPING YOU INFORMED
We will give you regular information about our services and your tenancy, including:
· A tenants handbook
· Annual housing report
· Regular newsletters
· Information leaflets
· Local newsletters and flyers
DIVERSITY AND EQUALITY
To encourage everyone to be able to become involved, our leaflets, newsletters and promotional material are available in different formats to suit your individual needs:
· Large print
· Braille
· Easy read
· Audio tape
· Other languages
We can also arrange for an interpreter, including a signer or lip speaker, to support you at meetings about your tenancy. We can provide a portable hearing loop which we can use for meetings or interviews at your home or in our offices, as well as a text phone for tenants who are deaf or hard of hearing.
We will arrange meetings at convenient times and try not to conflict with religious, care or other commitments. All meetings will be accessible for people with disabilities.
We are committed to involving all tenants and would like to know how we could help you become involved.
See Equal Opportunities information on pages 5 to 6.
For more information about tenant involvement, please call the Council's Tenant Involvement team on Freephone 0800 716 987 or e-mail tenantinvolvement@winchester.gov.uk.
TACT can be contacted through your Area Housing Manager or the Tenant Involvement team.
