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Resident profiling to support the delivery of

tailored services.

Resident profiling to support the delivery of

tailored services.

Kevin Howell

Sustainability and Diversity Co-ordinator

Wales & West Housing Association

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A bit about us – Wales & West HA• 9,000 properties across Wales

• 25,000 residents

• Working in 16 local authority areas

• Over 300 staff, mostly working remotely within our areas of operation.

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Background

• 2006 data reviewed • Limited information on residents • Unable to monitor services or meet

individual needs of residents • 2007 project part funded by Social

Housing Management Grant • Appointment of Resident Profiling

Project Assistant

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Project approach

• Consulting with residents

• Resident Profiling form – collecting data on household composition, age, gender, disability, ethnicity and religion

• Detailed questions - disability related need, cultural requirements, support needs and communication requirements

• IT developments

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Gathering the information

• Corporate objective• Front line staff• Articles in staff and resident

magazines.• Leaflet drops & door knocking exercises

to residents • Resident meetings/scheme managers• Website• Prize Draw incentives

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What residents have told us • Over 400 have difficulty reading • Over 400 have difficulty writing• Almost 1400 have long term health related

illness• Over 500 have a hearing impairment • Over 200 have a learning impairment • Over 600 are experiencing mental or

emotional distress• Almost 400 have a visual impairment• Over 300 are wheelchair users • Finally almost 1600 have a mobility

impairment

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Communication Needs

•Almost 700 residents have requested information in large print •22 residents requested audio tape•29 residents requested British Sign Language•21 requested CD•Information has been requested in over 17 different languages•A small number of residents have requested information bold font and Braille

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What we have done in response

• Font size of all letters has increased by 2 sizes

• Translated documents/ Language Line

• Disability Awareness Guide – staff

• Information on Audio Tape/CD/Braille

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What we have done in response (cont)

• Information on works orders to contractors • Customer service guidance for contractors

and contractor training • Shoe covers for all contractors/front line

staff• Tenancy support

• Aids & Adaptations

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Our Challenges &Lessons learnt

• Training - Who’s going to input data?

• Commitment from staff - sign up packs/door knocking/leaflet

drops - monitoring

• Expect the unexpected

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Profiling data & Resident Participation

• Individual residents can be specifically supported to take part in participation opportunities of their choice

• Resident inclusion – catering for the needs of specific residents when arranging meetings. i.e. accessible venues & parking, hearing loops

• Level of involvement • Local events/participation opportunities • Religious needs

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PR Issues

Having good profiling data will allow you too consider:

• Who is accessing your service/who is not? Targeted promotion

• Large print• Easy read versions?• Representative images• Tailoring PR to meet particular needs

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Where we are now?

• This is just the beginning - Welsh Housing Award 2008 - TPAS Award 2009• Where Next? -Further investigation into solutions -Further consultation with residents -e.g. Resident Profiling form updated• Keeping information up to date and

capturing it at the start of tenancy

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Contact Details

Kevin Howell 029 2041 5356kevin.howell@wwha.co.ukOr

Catherine Jones: 01352 736322 Catherine.jones@wwha.co.ukResident Profiling Leaflet is available onour website: www.wwha.net