Tenant Participation
"Tenant participation is about tenants taking part in decision making processes and influencing decisions that landlords take about; housing policies; housing conditions; and housing services. It is a two-way process involving the sharing of information ideas and power. Its aim is to improve the standard of housing conditions and service."
"Partners in Participation" - National Strategy for Tenant Participation (1999)
In recent years we have listened to what tenants have told us and developed a wide range of ways for tenants to get involved in the decision making process. This could range from influencing decisions on your home and immediate neighbourhood through to shaping council wide policies.
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The first Tenant Participation Strategy was developed and published in 2004. It was developed in partnership with the Tenants and Residents Associations that were in operation at that time. The Strategy was reviewed in 2007 and again in 2010, to make sure it was up to date and working effectively and is based on the feedback and comments received during the consultation.
The content, aims and objectives were agreed in consultation with the North Ayrshire Tenants and Residents Network, Tenants and staff. The Strategy has been written in line with the National Standards for Community Engagement. To find out more information about the National Standards for Community Engagement log-on to the Scottish Community Development Centre website at: www.scdc.org.uk/national-standards-community-engagement
See section 5 of the Tenant Participation Strategy 2011 - 2014 (PDF 2.47Mb) to find out more information on how the Strategy was developed.
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A Summary of the Tenant Participation Strategy 2011 - 2014 (PDF 26Kb) is also available. This document gives a brief overview of tenant participation and the main headings within the Tenant Participation Strategy 2011 - 2014 (PDF 2.47Mb).
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You may want to get involved because you want to campaign for or against something or to create a better sense of community in the area where you live. Being part of an organised tenants group will give you a greater voice when talking about local issues with the council. We want our tenants to get involved in the decisions that affect the service they receive.
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Traditionally, tenant participation has focused on consulting with formal Tenant Associations. North Ayrshire Council recognises that not all tenants want to get involved in this way. As a result, the Council has developed a 'menu of options' for getting involved. There are three levels of tenant involvement; involvement in the decision making process, involvement in scrutinising and monitoring the service and providing views and opinions of the services. These options will allow us to work with and listen to our tenants in order to improve services and monitor and review our progress.
We will ensure that when we are consulting with tenants that we:
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Give adequate time to allow for meaningful consultation and discussion.
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Provide relevant information at the earliest stage to allow full understanding of any proposals
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Provide advance notice of how and when decisions will be taken which affect the provision, maintenance and management of the housing stock
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North Ayrshire Tenants and Residents Network
The North Ayrshire Tenants and Residents Network was set up in 2008 and is a constituted group which allows Tenants & Residents Associations to discuss issues that affect them jointly, whilst also encouraging networking between tenant representatives from different communities.
Each Registered Tenant Organisation and Tenants and Residents Association can send two representatives to Network meetings, which are held four times per year. The network provides an opportunity for the Council to consult and involve tenants in more strategic and wider reaching issues. We will be able to consult with the network as part of the budgeting process for the Housing Revenue Account and other key decisions affecting the Council.
For more information about the North Ayrshire Tenants and Residents Network please contact the Tenant Participation Team.
Working Groups
Often tenants have a specific interest in certain areas of the housing service. A good way for tenants having their say on these issues is to join a working group. These groups often give tenants a 'hands on' option of developing new services or policies. Membership for working groups is advertised via Tenancy Matters newsletter. Working groups are attended by both tenants and staff members. Tenants currently are involved in the following working groups:
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Editorial Panel
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Repairs and Major Works
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Tenants Conference
If you would like to join a working group please contact the Tenant Participation Team.
Estate Based Projects
This initiative provides an opportunity for tenants to influence how the environmental improvement budget is spent in their area. Individual tenants, Tenants and Residents Associations, Infrastructure and Design Services and Housing Services staff can identify environmental projects. More recently, projects can also be identified from estate inspections. Ideas for projects can include improvements to the environment and / or security where tenants live. The project is also used to fund environmental improvements to communal areas. It may include:
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Fencing – to enhance landscaping
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Improved security lighting - to improve safety and security
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Landscaping – to enhance appearance of area
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Other environmental improvements
Proposal forms (PDF 19Kb) are available from the Tenant Participation Team and a yearly programme of Estate Based Projects (PDF 463Kb) is enclosed along with the Tenancy Matters newsletter.
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We want to involve our tenants in scrutinising the services we provide to ensure that not only do we keep our promises and standards of services but continually strive to improve our performance in all service areas. We currently have a number of ways that tenants can get involved and this is an area that we will be continuing to develop.
Mystery shopping
Mystery Shopping is a form of market research for tenants to test the service and record their experience and impressions. The Council has introduced Mystery Shopping as an alternative way of involving tenants in the review of Housing Services. The initiative provides management information for North Ayrshire Council Housing Services and Building Services to assist in the development and improvement of both services. It also gives those involved a chance to develop their organisational and interview skills. Tenants are given specialist training and support from the Tenant Participation Team. This enables the Mystery Shoppers to effectively test both services.
If you would like a copy of the most recent Mystery Shopping report please contact the Tenant Participation Team. If you would like to become a Mystery Shopper please download and complete a Mystery Shopping application form (PDF 116kb)and return this to the Tenant Participation Team.
Tenant Led Inspection
The Council will be developing an approach to tenant led inspections, as an alternative way of involving tenants in the review of Housing Services. A group of up to five tenants will look closely at areas of service, to identify what works well and what could be improved. To find out more information on Tenant Led Inspections please contact the Tenant Participation Team or see section 8 of the Tenant Participation Strategy 2011 - 2014 (PDF 2.47Mb).
Housing Services has a structured approach to inspecting housing estates. Estate caretakers, Housing and Technical officers all inspect the areas regularly as part of their day to day work, but we also recognised the need to bring all the services together to carry out a joint inspection of each estate involving tenant representatives and local councillors. Inspections take place in areas where there are Tenants and Residents Associations. The purpose of these inspections is to look at the overall appearance of each estate, including open spaces. These inspections are carried out annually. A programme of inspections (PDF 1.55Mb) features in Tenancy Matters newsletter.
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How to make comments, compliments and complaints
If tenants have a comment, compliment or complaint about any part of the Housing Service, an easy to understand leaflet outlines the process and is available at most local Council offices and libraries.
Tenants & Residents Associations are groups of people representing tenants and residents living in an area or street. Their aim is to put forward views and concerns about their housing, community and local areas to the Council, so they can take part in the decision-making processes. Tenants and residents can be involved in a wide range of issues such as large-scale improvements, policy matters and organising social events.
There are currently 16 Tenants and Residents Associations in North Ayrshire. The Council consults associations over changes to housing policies, service levels and also local issues.
The Council provides support to Tenants and Residents Associations through the Tenant Participation Team. This is a dedicated team that is on hand to help Tenants and Residents Associations run their affairs successfully and develop their skills and capacity as a group. The Tenant Participation Team carries out audits of all Tenants and Residents Associations to establish what level of support is required and how they can be assisted.
A Registered Tenants Organisation is a formal Tenants and Residents Association which has fulfilled criteria as set out by Scottish Ministers. All Tenant Associations within the boundary of North Ayrshire Council are entitled to apply for registration with the Council. Associations do not have to be registered, although the Council will provide help to become registered. There are also certain advantages for associations that decide they want to become registered. To find out more information on Registered Tenant Organisations please contact the Tenant Participation Team or see section 8 of the Tenant Participation Strategy 2011 - 2014 (PDF 2.47Mb).
Click on the attached links to view our Register of Tenant Organisations (updated May 2012) and Registration Guidelines:
Register of Tenant Organisations (PDF 66Kb)
Registration Guidelines (PDF 68Kb)
Register of Interested Tenants
Often tenants who would like to get involved in Tenants and Residents Associations have other commitments that prevent them from attending meetings regularly. The Council has developed a 'Register of Interested Tenants' to ensure that individuals, who are not attached to a Tenants and Residents Association, are able to have their voice heard. The register contains contact details of those tenants that would like to be consulted. The Council is able to send draft housing policies to those on the register and obtain their views. It is used regularly to consult with tenants over a variety of housing issues.
If you would like to be added to the Interested Tenants Register, complete the application form (PDF 61.9Kb). Please return all completed forms to the address noted on the form.
Tenant Satisfaction Survey
The Council carries out a tenant satisfaction survey every two years to ask tenants for their views on housing services. The survey is carried out on a face to face basis using a sample of approximately 1 in 10 tenants. Tenants are informed of the results through "Tenancy Matters".
Other Satisfaction Surveys
The Council carry out a number of surveys about particular areas of service and tenant's views are invaluable to improve service delivery. We will also ask tenants views through more informal ways such as tear off comments slips, which appear in the Tenant Participation Strategy 2011 - 2014 (PDF 2.47Mb) and the Council's Tenant Participation leaflet.
Sheltered Housing Forum
The Council has developed a Sheltered Housing Forum in 2010 to find out what issues are of concern to them and to find out what methods of consultation are most suitable. The Tenant Participation Team who acts as the main point of contact with the Council will support the Forum which will meet quarterly. If you want to find out more or are interested in becoming involved please contact the Tenant Participation Team.
Tenant Conferences
The Tenant Conference is held twice annually and is organised in partnership with the Tenant Conference Working Group. Presentations are made by Council staff and guest speakers. There are also choices of workshops to take part in. The conference is open to all tenants and provides an opportunity to come along and discuss housing issues.
High Flats Forum
This group aims to contribute, guide and monitor the Concierge Service and standards. Meetings are held every two months with tenants and staff representatives.
Consultation Events on specific issues
Consultation events can vary and will be held in local venues to seek the views of all relevant people within the area, eg new council house building.
Representing all Tenants
Tenant representatives have worked with the Council to develop a range of options for involving both individual tenants and groups of tenants. However, the Council is aware that there are groups of tenants that are often under represented in tenant participation. These are sometimes referred to as 'hard to reach' groups and include:
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Young people
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Black and minority ethnic groups (BME)
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Travelling people
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People with disabilities
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Lesbian, gay, bisexual and transgender groups
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Homeless service users
Ongoing work with Travelling People
North Ayrshire Council has one permanent site for gypsies and travellers. This is located in Redburn, Irvine. Housing Services will continue to work alongside partners and residents to provide a quality service to gypsies and travellers.
Youth Housing Forum
Young tenants are often under represented by mainstream tenant involvement techniques such as Tenants and Residents Associations and attendance at tenant conferences. The Youth Housing Forum will be set up in 2011, to involve tenants from the age of 16-25 on their own terms. The Forum will meet at a venue of their own choosing to discuss housing issues. If you would like more information on the Youth Housing Forum please contact the Tenant Participation Team or complete and return the card to the Tenant Participation Team by clicking on the link below:
Youth Housing Forum card (PDF 29Kb)
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National Engagement – Region 7 – West Strathclyde
Regional Networks were developed to build partnerships between the Scottish Government and Registered Tenant Organisations. North Ayrshire Council along with East Renfrewshire Council, Renfrewshire Council and Inverclyde Council covers region 7, which is commonly known as West Strathclyde region. If you would like more information on the Regional Networks, please visit http://www.regionalnetworks.org.uk/
Tenant Assessor
Tenant Assessors work with the Scottish Housing Regulator, on a voluntary basis, to bring a service users' perspective to the inspection process. A report is prepared by Tenant Assessors and is used in the overall inspection report. For more information on Tenant Assessors please visit http://www.scottishhousingregulator.gov.uk
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We recognise the importance of tenants helping us to improve our services. We rely heavily on the time and commitment of tenant volunteers and we want to make sure that getting involved is easy and cost free.
Therefore:
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We repay any money you spend travelling to and from meetings
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We supply free paid envelopes for consultations and questionnaires
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We provide care costs or crèches for tenants attending any conferences and meetings
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We provide food and refreshments at all day events
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We pay taxi fares for disabled or vulnerable people to get to meetings
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We can provide written information in Braille or audio tape
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We can provide translations of written information or arrange interpreters for meetings
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We can arrange signers at meetings
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The Tenant Participation Team supports and develops tenants participation throughout North Ayrshire and encourages tenants to become involved in decision-making processes. The Tenant Participation Team's functions include:
If you would like more information on Tenant Participation, please contact:
Tenant Participation Team
FREEPOST RRUH-BAUB-AYLJ
North Ayrshire Council
Community Care and Housing Services
1 Main Street
Stevenston
KA20 3AB
Telephone: 01294 471501
Fax: 01294 471729
Email: tenantparticipation@north-ayrshire.gov.uk
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Scottish Government Tenant Priorities Team - 0131 244 5568
Scottish Housing Regulator - 0141 271 3810
Tenant Participation Advisory Service (Scotland) - 0141 552 3633
Tenants Information Service - 0141 248 1242
For a list of other useful contacts please refer to Appendix 6 of the Tenant Participation Strategy 2011 - 2014 (PDF 2.47Mb)
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