talk TIS Annual Conference 2015 You Make the Difference 5-7 June 2015 page 3 Working with tenants and landlords to make a difference

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1 talk Working with tenants and landlords to make a difference December 2014 tis.org.uk TIS Annual Conference 2015 You Make the Difference 5-7 June 2015 page 3 7 Have YOU joined TIS yet? Join TIS to receive a wide range of benefits 9 Scrutiny Approved TIS and SHBVN Accreditation 13 There is No Mystery in Mystery Shopping 6 Steps to Success

2 A word from Ilene Campbell Director, TIS Welcome to our latest edition of TIS Talk. The last year has been a really busy and exciting time for TIS. We are delighted with the uptake of our new membership services with over 40 landlord organisations and 70 tenant groups joining in the first year. The new membership packages provide a wide range of benefits including reduced conference and training rates and an excellent toolkit to develop your tenant participation and scrutiny practice. If you haven t joined already, we hope that you will be inspired to join TIS and make a difference. Our national scrutiny programme has been extended with the launch of Scrutiny Approved an accreditation framework developed by TIS and SHBVN using expertise in measuring performance and making tenant scrutiny a reality in Scotland. This accreditation is aimed at social rented sector landlords. It will showcase how you are involving tenants and service users effectively in the selfassessment process, as well as highlighting further opportunities for development. This year we extended our Annual Conference to a three day event. We were delighted to welcome more tenants and housing staff from all over Scotland, than any previous year. Details have now been launched for our Annual Conference 2015 You Make the Difference. I hope you enjoy reading our good news from the last 6 months and we look forward to working with you in Ilene Campbell, Director, TIS TIS HEAD OFFICE Suite 128 Baltic Chambers 50 Wellington Street Glasgow, G2 6HJ Tel: info@tis.org.uk All photos TIS unless otherwise stated 2 TIS talk December 2014 tis.org.uk The TIS conference brings staff and tenants together to share practice and I always come away with an increased knowledge of Tenant Participation and Scrutiny, and ideas on how this can be applied to benefit tenants at Cairn Housing Association. Amy Sutherland Staff Member, Cairn Housing Association

3 TIS Annual Conference 2015 You Make the Difference 5-7 June 2015 Crowne Plaza Hotel, Glasgow TIS Members get fantastic discounted conference rates Following on from the success of last year s extended Conference, the 2015 Annual Conference is back over 3 days. It promises to be the best event in the calendar for tenants, residents and housing staff to discuss some of the key housing topics in the social rented sector. The conference will take an uplifting and inspirational look at new developments in the sector, illustrating real pioneering examples of how YOU MAKE THE DIFFERENCE. The full programme, which will be revealed in the New Year, includes: An update on housing topics including scrutiny, community empowerment, the Housing Bill and Welfare Reform A wide range of topical and skill based workshops Award winning examples of best practice in Tenant Scrutiny Highly acclaimed study tours Networking with delegates from all over Scotland Conference Exhibition TIS AGM Invitation to the Gala Dinner and Awards Ceremony Visit to watch a highlights video of the 2014 TIS Annual Conference. The workshops covered important issues, friendships were made, and the networking was well above average all in all a very useful learning experience. Nanette Reid, Board Member Linstone Housing Association "Yet another great event for tenants and housing staff to enjoy and learn. The very relevant issues around housing were high on the agenda all weekend. Alison Kerr, Tenant Member Five Sisters Housing Network tis.org.uk December 2014 TIS 3 Book now using the form on the back cover of this edition of TIS talk to guarantee your place.

4 NEWS TIS Presence in the Parliament TIS Raises 800 for MND Scotland TIS have been voted in as the Secretariat for the Cross Party Group on Housing, chaired by Margaret McDougall MSP, for the second year in a row. TIS have been represented on the Cross Party Group on Housing for the last eight years, contributing to discussions relating to social and private rented sector housing in Scotland. Meetings provide a platform for organisations with an interest in housing and MSPs to share information and gather knowledge. Lynda Johnstone, Development Manager, TIS said We are pleased to continue to be involved with the Cross Party Group on Housing. The meeting agendas are set by members and include interesting discussions relating to social and private rented housing in Scotland responding to developments in the sector. The Executive Council of TIS have raised 800 for MND Scotland with the Annual TIS Charity Raffle. MND Scotland provides care and support to everyone affected by Motor Neurone Disease, as well as providing information and education services to healthcare professionals, and funding research to find a cure. Iain McWhirter, Head of Fundraising and Volunteering at MND Scotland said I am really grateful that TIS have chosen to make such a kind donation to MND Scotland. We have an aspiration for a world without motor neurone disease, and until that day the charity s main priority is to ensure we provide the best possible care to those people affected by this cruel and incurable disease. This wonderful donation will help us to achieve that, and thank you to everyone whose generosity has resulted in this. 4 TIS December 2013 tis.org.uk

5 Keep up to date with all TIS news by following us on: TISScotland Tenants Information Service TIS Re-elects Danny Mullen as Convenor TIS Marketing Officer Shortlisted for Graduate Award Danny Mullen, Five Sisters Housing Network, has been re-elected by the Executive Council Members as the Convenor for TIS. Danny is a familiar face in the housing world around Scotland. He became involved in tenant participation because he was concerned about the management of local housing services. The TIS Executive Council also elected Rena Smith, Dundee Federation of Tenants Associations as Vice- Chair, and Alice Bovill, St Mary s Association of Residents and Tenants, to continue the role of Treasurer. Danny Mullen commented "I am delighted to be continuing my role as TIS Convenor. TIS have exciting times ahead, with the launch of Scrutiny Approved and the national Scrutiny Programme proving to be more popular than ever, and I am pleased to be a part of them." TIS Marketing Officer, Leanne Blunsden, has been shortlisted for Glasgow City Council s Commonwealth Employment Initiatives Business Graduate of the Year Award Leanne graduated from the University of St Andrews in 2011 and since starting work with TIS has led the rebranding of the organisation as well as restructuring the organisation s membership services to provide better value for money. The award celebrates the successes of those involved in the Commonwealth Employment Initiative programme which came from the 50million Glasgow Guarantee a commitment from Glasgow City Council to help the city s year olds find jobs, apprenticeships and training places. tis.org.uk December 2014 TIS 5

6 NEWS TIS Hosts Sell Out Scrutiny Good Practice Conference The Scottish Social Housing Charter Where Are We now? Over 80 tenants, housing staff, Elected Members and Board Members gathered in Glasgow for the sell-out Scrutiny Journey Conference. The day highlighted examples of successful approaches to Tenant Scrutiny, showed how they were achieved and inspired delegates to continue their scrutiny journey. The informative and participative programme included: An update from Lesley Kerr, Head of Charter Development, Scottish Housing Regulator (SHR) Interactive workshops hosted by East Lothian Council and Tenants and Residents Panel, Thenue Housing Association Resident Empowerment Scrutiny Team and Fife Council Over 250 tenants, service users and housing staff attended a series of seminars held in venues across Scotland. These events were hosted by TIS in partnership with TPAS to look at the Scottish Social Housing Charter and how landlords performed in the first year of Charter reporting. These free events, funded by the Scottish Government, were aimed at tenants, and other service users. They granted delegates the opportunity to give their views on how preparations for meeting the Charter challenge have been going and whether the Charter has been helping to deliver better results for tenants. DATES FOR YOUR DIARY Spotlight on Scrutiny Staff Conference: February 2015, Airth Castle, Stirling Scrutiny Stories Conference: 25 March 2015, Carlton Hotel, Edinburgh Annual Conference 2015: 5-7 June 2015, Crowne Plaza Hotel, Glasgow Scrutiny Good Practice Conference: 29 October 2015, Venue TBC More information to be announced in the New Year 6 TIS December 2014 tis.org.uk

7 Join Have you joined yet? Join TIS to receive a wide range of benefits: Discounted conference, training and consultancy rates Good practice toolkits to develop your tenant participation and scrutiny practice Access to our online members only area and resource library Social Share share your good news with us and we will share it with our 1000 followers on twitter and facebook Access to a support network to develop your practice and much more As a member of TIS we get professional independent advice about Tenant Participation & Scrutiny. Carol Hannaford, Tenant & Community Engagement Officer, Aberdeen City Council For only 20 a year our tenant s group joined TIS giving us access to a full online resource library. John Jamieson, Strutherhill Tenants and Residents Association make a difference Contact us for the full list of benefits and to find out how to join

8 Frances Nelson MBE Awards 2014 The 2014 Winners The Frances Nelson MBE Awards were launched in 2009 to celebrate the commitment and determination of tenants and residents organisations to make a difference in their communities. TIS would like to thank Dundee City Council for their sponsorship in Umbrella Organisation Category Us and Housing produced an educational DVD and learning resources to explore and expose the discrimination faced by people with learning disabilities. A clip from the DVD can be viewed at Local Organisation Category Chapelhall Tenants and Residents Association was instrumental in campaigning to have an unfair home support charge removed from sheltered housing tenant s rents. In total 650 tenants saved an average of per week, meaning approximately 870,000 in tenant s pockets. Us and Housing won the Umbrella Organisation Category with their educational DVD Runners Up North East Tenants, Residents and Landlords Together, and West Lothian Tenant Participation Development Team were runners up in the Umbrella Organisation Category. The runner up for the Local Group Category was Gauchland Tenants and Residents Association. Lindsay Cook (centre) of Chapelhall Tenants and Residents Association, receives the Frances Nelson Award in the Local Organisation Category I was incredibly impressed by the quality of the nominations for the prestigious Frances Nelson Award. The shortlisted groups would all have been worthy winners and they showcased the creativity and commitment of the tenant movement throughout Scotland. Congratulations to them all but particularly our winners whose achievements were truly exceptional. Neil Golightly Communication and Engagement Manager, Cairn Housing Association 2015 will see the launch of new prestigious TIS Tenant Participation and Scrutiny Awards as well as the 2015 Frances Nelson MBE Award. Keep your eyes open for news in the New Year. 8 TIS December 2014 tis.org.uk

9 TIS and SHBVN are delighted to launch a new scrutiny accreditation service... If you would like to apply to help pilot the accreditation in early 2015, contact TIS: info@tis.org.uk What is Scrutiny Approved? Scrutiny Approved provides a robust process to assess how well tenant scrutiny is embedded in your organisation s strategic planning and performance management framework. Ilene Campbell, Director TIS, comments Scrutiny Approved accreditation is aimed at social rented sector landlords. The accreditation framework has been developed by TIS and SHBVN using our expertise in measuring performance and making tenant scrutiny a reality in Scotland. What are the benefits to you? As experts in the field of tenant involvement and benchmarking performance this accreditation will showcase that you are involving tenants and service users effectively in the self-assessment process. It will also highlight further opportunities for development. Angela Currie, Director SHBVN says We are delighted to support the development of this new accreditation framework which will provide the sector with a robust tool to embed the role of scrutiny with social landlords. tis.org.uk December 2014 TIS 9

10 Spotlight on SCRUTINY This month, the Scrutiny Spotlight is shining on three of our Landlord Members who are benefitting from discounted rates for the TIS Making it Happen scrutiny programme which provides the group with a tailor-made support and training package to make scrutiny a reality in Scotland. Charles Turner, Chief Executive of Thenue Housing Association commented The work of our REST Team gives us re-assurance that we are getting it right; it also gives us renewed energy and direction to continue on our quest to make it easy for our tenants and other customers to participate in and influence our decisions at a level they feel comfortable with. Thenue s REST Group Crowned Winner of UK Scrutiny Award Thenue Housing Association s Resident Empowerment Scrutiny Team (REST) have been crowned the winner of the UK Customer Scrutiny Inspection Award for Recognising Positive Scrutiny Practice in Scotland. The REST group has been supported by TIS from their inception and a programme of independent support and training has been provided to support the group to grow from strength to strength. Harriet Poole, a REST Team member said I think the work we do helps both tenants and staff to understand better the problems that can arise within Thenue and with the tenants and we hope we can work together to solve these problems. The TIS Team are thrilled that the REST Ilene Team s Campbell, hard the work Director is being of TIS recognised. who supports The the group said The TIS Team are thrilled that the REST group has been really effective at working Team s hard work is being recognised. The group with Thenue to improve housing services. has been really effective at working with Thenue to improve Ilene housing Campbell, services. Director of TIS Reviewing Repairs with Viewpoint Housing Association TIS have been working with tenants and staff of Viewpoint Housing Association to increase awareness of tenant scrutiny and the opportunities and benefits of this work for both tenants and landlord. The development of a Repairs Service Working Group, has seen tenants effectively scrutinising the repairs and maintenance service including day to day repairs, cyclical and planned maintenance and the void standard. Sharon Donohoe from TIS informed that The working group have been working hard to learn about the policy, service standards and practices. Inspections have been carried out on all aspects of the service, 10 TIS December 2014 tis.org.uk

11 A highly successful Community Café hosted by Fife Housing Association to update on antisocial behaviour issues including interviews with Viewpoint staff and representatives of the main repairs contractor, works shadowing and demonstrations of how the repairs systems operates. Representatives of the working group also worked with TIS to facilitate a scrutiny workshop at the Viewpoint Annual Tenants Conference a first for both tenants and the landlord. Going forward, the group plan to carry out a tenant survey to independently seek tenants views and collate the findings of all the work carried for a report to the Viewpoint Board. Keep it Real Dealing with Antisocial Behaviour Fife Housing Association s Resident Scrutiny Group was launched last year and is growing from strength to strength. Drew Nisbet, Housing Manager, said Historically, we had found it quite difficult to get tenants involved. But the Scrutiny Group has generated a lot of interest and the group has a core membership of 15. Many of these people have never been involved before. The group are working well with the Association to make improvements to housing services. The Scrutiny Group decided to look at the Association s Antisocial Behaviour and were clear to set themselves a realistic task as their first piece of work. A training package was provided by TIS and the Association staff to look at the legal framework; the Association s policy and actual practice issues. The training programme was practical and tailored to suit the needs of the group. The group produced a scrutiny report with 13 recommendations which formed the basis of Fife Housing Association s Action Plan to deal with antisocial behaviour that is now being put into practice. Following the Scrutiny Group s review of antisocial behaviour, Fife Housing Association have successfully held two Community Café events to update on antisocial behaviour issues and to hear from more tenants. Drew Nisbet commented Tenants and the Association have developed a good working relationship. There is also a better understanding of how the Association works and what is important to tenants. Fife Housing Association is working to improve how we communicate with tenants and other service users. Learning from their pilot the Scrutiny Group are now looking at the relet standard and are about to embark on their first round of tenant led inspections. tis.org.uk December 2014 TIS 11

12 Our highly popular Scrutiny Programme, Making it Happen, has a menu of training and support options that tenants and landlords can choose from to develop effective tenant scrutiny. We provide support on: An audit of your Tenant Participation Strategy and Practice Training for tenants staff, Board and Elected Members on the Scottish Social Housing Charter and regulatory expectations Developing scrutiny activities Measuring and benchmarking tenant participation and housing services Carrying out a scrutiny stock take Recruiting other tenants and customers to get involved in scrutiny activities Support to develop your Tenant Scrutiny Framework and Action Plan Specialist training and support to tenants and landlords to develop scrutiny panels, mystery shopping, tenant led inspections etc Practice workshops to encourage tenants and other customers to get involved Independent expert support to tenant scrutiny groups Visit to join the programme today. 12 TIS December 2014 tis.org.uk

13 There is No Mystery in Mystery Shopping 6 Steps to Success Landlords throughout Scotland are being supported by TIS to involve their customers in the popular method of MYSTERY SHOPPING. Mystery Shopping aims to provide information on the quality of everyday services from a customer s point of view to assist staff training and improvements in service delivery. Take the mystery out of mystery shopping with these six simple steps: Step 1 Involve tenants Involving service users to test landlord services is empowering and has the opportunity to influence change. Mystery Shopping allows participants to gain skills, confidence and other skill development that can lead to employment. Experience has also shown that Mystery Shopping allows the landlord to promote a commitment to customer involvement in selfassessment, best value and continuous improvement. Step 2 Inform staff It is essential that there is effective communication with staff to promote understanding of Mystery Shopping. The results from the Mystery Shopping exercise should be used as a way to improve how services are delivered. Step 3 Recruit your Mystery Shoppers There are a number of ways that a landlord organisation can recruit Mystery Shoppers through newsletters, social media and awareness events. This is an important stage because if done well Mystery Shopping will attract tenants who may not have been traditionally involved. Step 4 Provide training Training is essential to ensure mystery shoppers have the right skills. Experience shows that after taking part in training mystery shoppers have the confidence to test services, identify good practice and service improvement areas. Step 5 Go Mystery Shopping Mystery shopping involves a number of methods including: letter, , telephone calls, face-to-face through housing office visits or home visits and the website. The service areas which can be tested include service standards, customer service, core values or the accessibility of housing offices. Step 6 Report back When the data is collated, this information should be detailed into a report including an action plan and improvements or recommendations. The final stage of reporting involves the landlord providing feedback to tenants and service users with an update on improvements made. Please contact TIS if you would like to discuss the development of a Mystery Shopping project. tis.org.uk December 2014 TIS 13

14 Development Support Projects TIS have four Development Support Projects working in partnership with tenants and the sponsoring Councils. The Projects also support local groups to make a difference in their communities. What's happening in... North Lanarkshire The Annual North Lanarkshire Federation (NLF) Conference and AGM was hugely successful with over 100 tenants, residents, housing staff and Board members attending. 100 was raised during the event for a local charity supporting children with autism. A Food for Thought Programme addresses topics such as Capital Programme and Housing Investment, First Stop Shops and Arranging Repairs and Maintenance in Mixed Tenure Blocks. Coalfields Regeneration have allocated 20,000 of funding to help Allanton village develop a community action plan and the Tenants and Residents Association have been assisting with the consultation. Whifflet Tenants and Residents Association are carrying out a consultation with the local community to apply for funding to develop a Community DVD, book and resource library. They have also been awarded funding to update the local park. A highly attended Open Meeting was held focussing on a Review of Estate Walkabouts and the Councils Housing Budget and Rents. Chapelhall Tenants and Residents Association were delighted to win the 2014 Frances Nelson MBE Award in recognition of their campaign to stop service charges within sheltered housing complexes. Three Tenant Scrutiny Groups are underway Kitchen Replacement Programme, Voids, and Performance Reporting. The Performance Reporting sub group worked closely with Council staff to produce the Annual Performance Report for Bargeddie Tenants and Residents Association have been awarded 100,000 for a new play area. Ochil House Tenants and Residents Group welcomed Virgin Media volunteers to help revive their flowerbeds. What's happening in... South Lanarkshire A Mystery Shopping exercise of the repairs service is underway tenants and Council are working together to improve services. The Budget Scrutiny Panel are enabling tenants to see what the Council does with their rent money. Tenant Approved Stamp developed Council documents approved by a group of tenants before publication. Tenants have worked with the Council on agreeing the format, layout and design for the Tenant Report on the Charter. Central Cambuslang Tenants secured funding for a sensory garden within their community. Margaretvale Sheltered Tenants raised over 400 to support a trip down the Clyde on the Waverley ferry. 14 TIS December 2014 tis.org.uk Larkhall Area Tenants and Residents successfully applied for a grant through Awards For All for 800 and purchased new IT equipment allowing them to provide information to members on a range of topics. A three stage rent setting process is enabling tenants to get involved and inform the Council of their opinions the aim is to get more than 220 tenants to give their views to beat last year s figures. Throughout South Lanarkshire many groups have regular estate walkabouts to help improve communities.

15 What's happening in... East Ayrshire Margaret Burgess MSP, Minister for Housing and Welfare was a guest speaker at a Tenants and Residents Conference, which had over 70 delegates attending. Tenant scrutiny work has been further developed with scrutiny sub groups carrying out inspections on Housing Allocations, Repairs and Maintenance and Antisocial Behaviour. A promotional DVD, demonstrating the benefits of Tenant Participation and Tenant Scrutiny has been produced. Meetings have been held to seek tenant s views and provide reports on Scottish Government Consultations, such as Better Dispute Resolution in Housing, the Right to Buy, the Housing (Scotland) Bill 2014, and a new Tenancy for the Private Sector. The Federation and local groups have publicised their work and encouraged tenant participation with an Outreach and Road Show Programme. Onthank Tenants and Residents Association further developed their community garden and hanging baskets project with a Commonwealth Games Theme, including work with the local primary schools involving children in planting and holding a competition to develop the artwork for these projects. Auchinleck Tenants and Residents Association received 3,500 from the Mineral Trust and the Co-op to develop a Graffiti Wall. The group are working with a local artist and members of the community to see this piece of art come to life. Kirkstyle Tenants and Residents Association successfully worked with the Council and local children to improve the local play area by installing 10 new items of play equipment. Gauchalland East Tenants and Residents Federation successfully secured funding from the Climate Fund to develop two eco domes, where members grow their own produce to sell to the community. What's happening in... East Lothian Members of East Lothian Tenants and Residents Panel have been involved in developing and delivering a highly successful Mystery Pilot Project. Executive Council representatives worked with East Lothian Council to produce their first Landlord Report to Tenants. A fruitful AGM was held with members being updated on the Local Development Plan. A highly acclaimed Annual Conference was held focussing on Affordable Housing. Members continue to work with East Lothian Council on developing a Tenant Scrutiny Framework. Dunbar Shore Harbour and Neighbourhood Group has secured 35,000 for a Creel basket monument to celebrate female culture and heritage in the fishing industry. Muirpark and Steading View Tenants and Residents Association are running a highly commendable 39,000 A Place Of Great Importance community art project. Four new Tenants and Residents Groups have been established. Cockenzie West Tenants and Residents Association have completed the first phase of play park regeneration with 30,000 from housing revenue account for local improvement projects. Wingate Tenants and Residents Association have developed their own resilient community action plan to deal with local emergencies, including a Helping Hand Scheme. tis.org.uk December 2014 TIS 15

16 About TIS TIS is the leading organisation inspiring innovative tenant participation practice in Scotland. As a national membership organisation we promote excellence in tenant and resident involvement, offering independent advice, support and training. We support tenants and landlords to work together to improve housing services and standards. TIS, Suite 128, Baltic Chambers 50 Wellington Street Glasgow, G2 6HJ Call from 9am to 5pm TIS Annual Conference 2015 Booking Form info@tis.org.uk Tenants Information Service To book your place at the TIS Annual Conference, please either complete and send this form to the address above or visit Do not hesitate to contact us for more information. Your details: (once we have received your booking form, an invoice will be sent to this contact person) Membership No. Organisation name Contact person Contact address Landline/mobile Please enter the number of delegates you wish to send in the correct boxes below: Residential rates Tenant Single Tenant Twin/Double Landlord Single Landlord Twin/Double Member rates Non-member rates By paying 20 for TIS membership, I saved 100 on my place at the TIS Annual Conference Tenant Representative Day Delegate Rates Friday: lunch and AGM Friday: lunch, AGM and dinner Friday or Saturday: dinner only Saturday: lunch Saturday: lunch and dinner Sunday: (no lunch) Member rates Non-member rates Tick this box if you would prefer to be invoiced after 1 st April Full payment is required by Friday 9 th May No refunds will be granted after this date.