1. TENANT INVOLVEMENT – MORE THAN TEA AND BISCUITS!

2. The benefits of engagement Communication – it’s a 2 way thing Builds stronger relations, including trust Allows users to shape services Empowers tenants to challenge and become more confident in asking constructive questions Makes the organisation accountable to its users Up-skills tenants and leaseholders Breaks down customer/organisation barriers Promotes choice Allows the exchanging of information Drives improvements/allows organisations to obtain new ideas Great way to receive feedback on services

3. Engagement techniques – what’s working? Encourage estate walkabouts Garden competitions (get tenants and leaseholders involved in running the competition) Job-shadowing of frontline staff Procurement panels Welfare reform training Fun days including Halloween parties, resident involvement events Spring up surgeries – staff out on the streets Local panels including Housing Officers Housing Board including Councillors and tenants Quality control/tenant audit panels IT equipment for tenants and leaseholders Visual booklets (scoring sheets which make it easy to measure the quality of a new home/communal area) ASB action panel – examining previous cases to try to find new ways of resolving future cases Befriending schemes Community Inspiration Awards/Rewards Scavenger hunts in areas where youth ASB exists Use of social media including Facebook and Twitter Email addresses for scrutiny panel, so tenants can contact them direct

4. Barriers to involvement Good services – why would customers get involved if they were happy with services as they are? Time – most people have busy lifestyles that would mean they would struggle to come along to meetings/events Transportation No IT access Apathy Lack of education/qualifications Age No incentives Language/cultural barriers Disability including visual, mobility, hearing impairments Unsuitable venues, linked to the above Thinking that the landlord knows best and isn’t prepared to listen to its customers Lack of direction – what is the point of involvement? What do we want to achieve?

5. Join In and Make a Difference – Some of your examples

6. THANK YOU FOR YOUR INVOLVEMENT For more information on the Join In and Make a Difference campaign or to discuss other involvement opportunities, please us the contact information below… 01206 282461 MELL.ROBINSON@CBHOMES.ORG.UK WWW.CBHOMES.ORG.UK