‘Open House’ Tenants Newsletter – consultation January 2011

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Contents Page 3 Background to consultation Page 3 The role of the Tenants Voice Group Page 4 How did we consult with tenants? Page 4 What other information would you like to see in Open House? Page 4 Summary of what tenants have told us they want Page 5 What other information would you like to see in Open House?

Consultation at sheltered schemes across the borough

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Background to consultation The Tenant Participation Team is intent on making improvements to the services that Tamworth Borough Council provides through customer satisfaction surveys and consultations with tenants. Recently, consultation was undertaken surrounding the quarterly publication of ‘Open House’, the tenant’s newsletter. Five questions were asked during the consultation process: 1. Do you feel that the Open House tenant’s newsletter provides you with relevant and interesting information?

2. Did you read the last edition of Open House (December 2010)? 3. What size is easier to manage when reading Open House? A3 (current size) or A4.

4. Currently Open House is sent out quarterly. Should the frequency of the publication remain the same?

5. What other information would you like to see in Open House? The aim of the consultation is to ensure value for money in that Open House continues to provide tenants with relevant, interesting and up-to-date information about housing services and increases Tamworth Borough Council’s accountability to tenants. The role of the Tenants Voice Group Tenant’s Voice is a group of tenants who contribute to and edit ‘Open House’. The group have all received training on newsletter and publications and assist in deciding on the page layout and how tenant events and activities are publicised. Landlord services is committed to providing excellent services. We keep a close eye on how we are doing in all areas across the housing service, e.g. how much rent we collect, how many repairs we complete on time or how satisfied our tenants are with our work. We do this by monitoring our performance, in a range of different ways. This could be through tenant surveys or by using information about the enquiries we handle.

Each year we produce an annual report highlighting the progress we are making across landlord services. In edition to this, all future editions of Open House will include open and honest information on how well we are delivering services and how satisfied people are with the services they receive.

Stonydelph Arch

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If you wish to become involved in this exciting group then please refer to the contact information at the back of this report.

How did we consult with tenants? Extensive consultation took place between December 2010 and January 2011. A combination of methods was used to try and engage with as many tenants as possible:

♦ Rent Campaign in Tamworth Market place in partnership with the Income Team

♦ Reception area of Marmion House

♦ Introduction to WEL (new care providers) at the High Rise Social Club in Lichfield Street

♦ Locality working in the hubs at Glascote Heath, Stonydelph, Amington and Belgrave with the Community Development Officers.

♦ Sheltered accommodation across Tamworth

♦ Community Safety awareness event at the Assembly Rooms.

♦ Postal survey sent to all tenants registered on the database of tenant involvement and the Young tenant’s database.

Glascote Heath Arch Summary of what tenants told us they want 212 consultation surveys were completed; 87% (184) of respondents stated that the ‘Open House’, tenant's newsletter, provides them with relevant & interesting information about housing services. 83% (177) of respondents stated that they had read the last edition of Open House (December 2010) The current ‘Open House’ newsletter is printed in A3 size. When asked what size is easier to manage when reading the newsletter 66% (139) preferred A4. 19% (40) liked the current A3, 11% (23) had no preference and 5% (10) chose not to answer the question. ‘Open House’ is currently sent out quarterly (4 times per year) and tenants were asked if this should remain the same or change. 86% (181) respondents stated that the frequency of the publication should remain the same.

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Tamworth Assembly Rooms

What other information would you like to see in Open House?

♦ List Council meetings or anything that the public can attend

♦ Activities for children

♦ Larger print

♦ Crime figures for each area

♦ Dates for Estate walkabouts and PACT meetings

♦ Departmental telephone numbers

♦ Hints for applying for properties and explain what is ‘bidding’.

♦ Introduce a ‘Where’s Wally’ kind of competition

♦ Gardening hints

♦ Tenants page

♦ Would like an interactive website for Open House where we can ask questions and have them answered.

♦ Edited by tenants

♦ Results related to reductions in anti-social behaviour

♦ When the Council stock will next be inspected.

♦ Save postage and ask Independent Living Managers to deliver the newsletters to their own schemes.

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Have a say in Housing Services in a way that suits you. Contact the Tenant Involvement Team:

Telephone: 01827 709448

Freephone: 0800 183 0454

Email: tenantparticipation@tamworth.gov.uk

Tamworth Borough Council Marmion House Lichfield Street Staffordshire B79 7BZ

Telephone: 01827 709709