Analysing Customer Profiling Equality Monitoring Richard McQuillan Hafod Housing Association

Hafod Approach to Equality Monitoring Equality Strategy 2011 Tenant Profiling (2008) Understanding Regulatory Requirements STATUS / STAR Scale of work Revised approach to monitoring Where are we now? Tailored services

Equality Strategy Equality Act 2010 Equality Strategy 2011 – encourage diversity, – eliminate discrimination and – promote equal opportunities for all Understand our tenants Needed refined tenant profiling approach

Profiling Started Tenant Profiling in 2008 Refined Profiling Approach with Tai Pawb 2010 Different Approaches: –Post –Telephone –IT system flagging –New tenancy –Staff visits (planned) Review profiling data through STAR Recorded data on Qlx

Profiling Latest 94% Date of births collected 78% Ethnic Origin collected 60% Religion collected 79% First Language collected 63% Sexual orientation collected 56% Special requirements (large print, braille etc.) collected 75% Impairment (disability) collected

New Regulatory Framework The Regulatory Framework for Housing Association Registered in Wales (2 December 2011): New inspection regime. Welsh Government Regulators. Focus on ‘Delivery Outcomes’. Self Assessment. Inspection.

Equality Delivery Outcomes Part A - Governance & Financial Management We place the people who want to use our services at the heart of our work – putting the citizen first. We know our current and potential service users and tailor our services and activities accordingly. We live public sector values, by conducting our affairs with honesty and integrity, and demonstrate good governance through our behaviour. Our activities and services reflect the diversity of the communities where we operate, are free from discrimination and promote equality of opportunity.

Equality Delivery Outcomes Part B – Landlord Services We let homes in a fair, transparent and effective way. We ensure that access to our homes is fair and open ………

STATUS /STAR Analysis of STATUS equality Unexpected findings Now what do we do? Tai Pawb advice Making the changes Understanding the scale of work

Scale of Work Services to be monitored Frequency of monitoring –Quarterly? –Annual? Protected equality categories Local authority areas

Revised Approach to Monitoring Mainstream Widen services monitored Resources to implement changes Monitor results of changes implemented 3 Year Strategy Board approval

Where Are We Now? Extended analysed on going service reports i.e. failed tenancies Recruited Equality Monitoring Officer –Profiling (for experience) –Analysing STAR results –Analysing service reports –Contacting BME, LGBT etc. tenants –Understand why? –Recommend changes for improvement

Tailored Services Rolling out ‘tailored services: Annual rent increase letters / Rent statements provided in larger print Visual smoke alarms for residents with hearing loss Contractors informed of tenants with limited mobility to ensure more time allowed to answer the door Text services rather than phone calls for tenants with hearing loss

Any Questions?