 PARTICIPATION STRATEGY 2009-2014
GWHA is a voluntary, non-profit making organisation, registered with the Scottish Housing Regulator as a Registered Social Landlord (RSL) and the Financial Services Authority. It has been recognised by the Inland Revenue as a charitable organisation. With the transfer of 127 properties from GHA , the Association now provide over 800 houses for rent in the Anderston, Hillhead, Kelvingrove, Hyndland and Burnbank Gardens communities in the West End of Glasgow. In conjunction with the Argyle LHO, the Association also continue to provide management services to over 600 GHA residents who live in the Anderston area of the City.
Our experience suggests that the services we provide are much improved when tenants and other members of the community are involved in the decision-making processes and when opportunities are available for tenants to influence our services and activities. Our Management Committee and Staff are fully committed to the development of meaningful participation of residents in our services and activities and this Participation Strategy outlines the mechanisms to achieve this. The Strategy applies to all tenants receiving services from the Association, including the GHA tenants in Anderston, however, the annual proposals and plans are specific to Glasgow West residents. Similar proposals for the GHA tenants are developed with the Argyle LHO. Our Management Committee review the Strategy every 5 years, in consultation with residents. The annual plan is developed at the Annual Tenants Conference and reflects feedback we receive from tenants throughout the course of the year. Progress against the Strategy is reported in Newsletters, Annual Reports and Conferences. MC Meeting 03/11/09 ATC 23/01/10 IMPLEMENTATION METHODS OF CONSULTATION Over the years we have introduced a variety of methods for involving residents in our services and activities and for encouraging comments and feedback. With every new method we try, we hope to learn from mistakes we may have made in the past (e.g. holding meetings at the same time as Coronation Street or the Football).
The methods in place at the moment for providing information and for consultation and participation include: • Individual/personal letters or meetings with you
• Email/Text/Website
• Newsletters
• Tenant Conferences
• Annual General Meeting (for shareholders)
• Residents Survey
• Continuous independent monitoring of service satisfaction levels
• Ad-hoc Focus Groups/Working Groups
• Close/Tenants Meetings (held at the request of tenants)
• Tenants Handbook
• Annual Report
• Fund Raising Events that help raise money for our community fund
• Information Leaflets available on a range of tenancy issues We know that it is important to present information in an appropriate format that is easy for residents to understand. We will be able to provide information in Braille, large print or audio-tapes where required, and we will also be happy to arrange for Interpreting Services whenever this is necessary. GENERAL ISSUES FOR CONSULTATION Although there may be changes from time to time on the type of things we consult on, we always formally consult with residents when: - There is a proposed change to housing management, maintenance or repairs policy that is likely to significantly affect you
- There is any proposed change to the standard of service you receive in respect of housing management, repairs or maintenance
- There are proposals that may result in a change of landlord
We will aim to provide a minimum of seven days for residents to consider and respond to the information we provide. KEEPING RESIDENTS INFORMED Our Newsletter and Tenant Conferences are the main mechanisms adopted by us for disseminating general information, for seeking views on our proposals and for providing feedback on the comments we have received. If alternative forms of communication are preferred, we encourage residents to contact us to discuss this. RESIDENTS GROUPS We recognise that Residents Groups are set up for many different reasons and we aim to support and encourage these Groups, whilst also respecting their independence. If a Group approaches us, we will be happy to meet with the Members to agree what our input should be, and this may include any or all of the following: Photo-copying/clerical assistance
Ensuring the Group has access to training/advice/information
Providing access to premises/meeting facilities
Help with Child-minding fees We accept that the extent to which Groups wish to contribute to our activities and services will depend largely on the Group’s Agenda. We will however be happy to consult with Groups prior to formulating proposals on things like: Our policy review timetable
Proposed changes to our housing management and maintenance policies
Rent reviews
Major changes in the type of services we provide
The Participation Strategy Further information about the registration of Groups is outlined in a separate Information Leaflet available from our office. A publicly available Register is held in our office and this holds information about the Residents Groups that have requested recognition by the Association. COMMUNITY FACILITIES The Association has developed two community facilities since 2003 with the aid of grant funding. The Avalon Community Resource Centre, which is based at 48 Cleveland Street, Anderston (next to the Mitchell Library) was opened in mid-2003 and this was followed in 2005 by THE MEETING PLACE, which is based in the Association’s offices at 5 Royal Crescent. Both of these facilities provide local, disabled-friendly meeting spaces and are available free of charge to local tenants and voluntary/charitable groups. More information is available from our offices. RESOURCES On an annual basis an assessment is made of the resources required to effectively implement this Strategy and to support the Residents Groups operating within our area. The assessment of resources takes account of the reasonable aspirations of individual residents and Residents Groups. A budget of £10,000 per annum has been established for the Implementation of the Participation Strategy. This budget covers the cost of producing Newsletters, Information Leaflets, Surveys etc and also covers staff resources, ongoing meeting facilities and administration costs. MANAGEMENT COMMITTEE The ultimate power and control of the Association rests with our Management Committee, which consists of 17 voluntary members who are elected at the Annual General Meeting held in June. Nine of the current Management Committee Members are tenants of Glasgow West Housing Association. Applications for membership are considered from all members of the community and are specifically encouraged from tenants and members of their households. A £1.00 share in the Association entitles members to: a) vote at elections for the Management Committee
b) nominate, or be nominated, for election to the Committee
c) directly influence the policies and services of the Association
d) vote on other matters discussed at the AGM and General Meetings. Arrangements are also in place for GHA residents living in the Anderston area to be nominated to their Local Management Committee or to GWHA’s Management Committee. This local Committee operates as a Sub-Committee of GWHA and is responsible for formulating decisions that directly affect GHA tenants. COMMENTS AND COMPLAINTS
In 2005, the Association introduced a Service Quality Guarantee that outlines our promises and also our expectations of residents and other service users. This Guarantee, and also the Comments and Complaints Policy were agreed in consultation with residents. If residents wish to make a comment or a complaint about something we have done (or not done as the case might be!), there are arrangements are in place to facilitate this. More information, and/or a copy of our Service Quality Guarantee and/or the Comments and Complaints Policy are available from our offices. REVIEW AND EVALUATION The Participation Strategy will be reviewed again in 2014 in consultation with residents and with Residents Groups that are representative of our tenants. Our Plans and Proposals for each year will be outlined in our December Newsletter and will be fully explored with tenants at the Annual Tenants Conference in January. Targets for monitoring and evaluating the success of the Association’s Participation Strategy will be developed as the policy and strategy evolves. FURTHER INFORMATION More information about the Participation Strategy is available from the offices. GLASGOW WEST HOUSING ASSOCIATION LIMITED
PARTICIPATION PLAN FOR 2010/11
GWHA TENANTS Our Management Committee and Staff are fully committed to the development of meaningful participation of residents in our services and activities. This document, which forms part of the Participation Policy and Strategy, outlines draft proposals for the year 2010/11. Tenants are invited to consider the proposed projects, make suggestions for new or additional projects, and then confirm the detail of the Plan for 2010/11. A full copy of the Association’s Participation Policy and Strategy are available from the offices. INFORMATION PROVISION / CONSULTATION Method
Performance Indicator Date
Annual Tenants Conference
Newsletters
Annual Report
Residents Survey
Tenants Handbook
Independent Continuous Monitoring Annually
Quarterly
Annually
3-5 years
3-5 years
Mthly 23 January 2010
April, July, Sept, December
July 2010 (with July Newsletter) Last survey April 2006
Currently under review (last review 2001)
Ongoing COMMUNITY MEETING FACILITIES GW has developed two community facilities since 2003 with the aid of grant funding from the regulator at the time, Communities Scotland. The Avalon Community Resource Centre (ACRC), which is based at 48 Cleveland Street, Anderston (next to the Mitchell Library) was opened in mid-2003 and this was followed in 2005 by THE MEETING PLACE, which is based in the Association’s offices at 5 Royal Crescent. Both of these facilities provide local, disabled-friendly meeting spaces and are available free of charge to local tenants and voluntary/charitable groups. The Argyle Advice Project, our welfare benefits service, provide a drop-in service from the ACRC on a Thursday morning between 9 am and 12 noon. More information about these facilities is available from our offices. PERFORMANCE AGAINST 2009/10 PLAN The ATC held on 24/01/09 provided an excellent opportunity for tenants to provide comments and feedback that genuinely influenced GW’s services and activities. The Conference and other methods of consultation during the year have led to the involvement of tenants in:
• Deciding the level of rent increase for 2009/10
• 2nd Stage Transfer of GHA properties in Hyndland on 27/07/09
• Endorsing the partnership with Glasgow Community Safety Services
• Supporting the Argyle Advice Project
• Selecting choices for cyclical close painting
• Selecting designs for kitchen replacement programme
• Reviewing the Tenants Handbook
• Deciding the Strategic Plans and Priorities for 2009/10
• Agreeing the Participation Plan for 2009/10 Tenants are now invited to agree what the priorities should be for 2010/11: PLANS FOR 2010/11 In addition to the ongoing and regular activities and services undertaken, the proposed Plans for 2009/10 include the following. If there are other areas that you think we should be considering, please let us know: SERVICES WHAT WHY HOW WHEN
Consumer Panel To participate in the review of services, particularly property services procurement, good close/garden competition, ATC venue, void standard, website,
Meetings 2-3 times per year at the Association’s offices March 2010
INFORMATION REVIEW 2010/11
Tenants Handbook The Tenants Handbook provides information that aims to help you make the most of the services we provide. It includes information on things like the terms of the tenancy agreement, your rights and responsibilities, options for rehousing and repairs and maintenance services. The Tenants Handbook is currently being reviewed with Tenants, to ensure it is up to date and reflects the issues we are asked most often about. The revised Tenants Handbook will be issued to all tenants during 2010/11. If there are any matters you would want to see included in the Handbook, please contact
Avril Stewart at the office.
Last modified: 22 January 2010
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