Beruflich Dokumente
Kultur Dokumente
Area forums Children and young people Choosing the right contract and contractor Choosing the right staff Community events Community premises Community voices Conferences Estate inspections Estate manifestos Focus groups Funding KNH Board of Directors KNH Excel KFTRA Management Committee Improvement schemes and regeneration Leaseholders involvement Mystery shoppers and tenant inspectors Newsletters Notice of concern and performance improvement notice Scrutiny Panel Service Champions Social media Speak Easy Surveys Tenant and resident associations (TRAs) Tenant and resident committees Training Working groups and forums Service Standards Who to contact:
Contents
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he Charter is an agreement between Kirklees Federation of Tenant and Resident Associations (KFTRA), Kirklees Neighbourho od Housing (KNH) and Kirklees Council about how tenants and residents are involved in decisions affecting their homes and communities. It tells you how you can get involved in planning changes and improvements to your home and where you live and what you can expect from us. We have a proud tradition of involving people in improving our services and this Charter looks to build on that successful tradition and commitment, whilst also focusing on building and sustaining safe and vibrant communities. Our ambition is that all members of
the community: feel that they are listened to have a real say in decisions about where they live and the services they receive. Our challenge is to : strengthen current ways of working, reaching out to more p eople develop new ways of working that help p eople to get involved in different ways. This is our invitation to you to get involved and applies to you whether you are a council tenant, a leaseholder or a homeowner. Tenant Participation Charter Steering Group, June 2012.
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How we will do it
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Training to be a community leader
. We will have a range of methods in place to allow residents to get involved in a way and at a level that suits them. We will encourage and develop a wider range of innovative, less formal approaches to encourage more p eople to take part. . We will have arrangements in place to consult and involve p eople who are not involved in formally recognised groups and make a sp ecial effort to reach those tenants, leaseholders and residents who do not normally get involved. . We will explore new ways of getting tenants, leaseholders and residents views and ensure that they have the chance to express their views and influence the planning and delivery of local services. . Irresp ective of age, ethnicity or social back ground, we will design our involvement methods around the needs of the community. . We will put more supp ort into areas that need it and be clear about the reasons for doing it. . We will develop effective partnerships with a range of agencies to address the differing priorities in each local area. . We will develop a programme of staff learning opp ortunities to ensure the sharing of best practice.
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Developing Making decisions about the choice of options and / or the delivery of a service e.g. community premises
Participating Taking part in designing, delivering or assessing a service e.g. working groups and deciding on improvements
Informing Providing relevant, clear and accessible information about our services and decisions e.g. newsletters
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Area forums
What are they?
Area forums are a great way to keep up to date with whats going on. KNH organises the forums every six weeks or so to share information and consult with tenants and residents about what is happening in their area. Discuss tenants, residents and councillors concerns. This may mean officers from KNH or other services, for example, neighbourho od p olicing, will be invited to talk about sp ecific issues. Discuss p erformance management information for their area and get up dates on estate plans and estate insp ections. Recommend improvements for the environmental works budget to the tenant and resident committees. Agree any issues that need to be raised at tenant and resident committees for wider discussion.
I like my Area Forums because I feel that we get to make proper decisions and that they are our meetings.
Time commitment: Small Level of involvement: Discussing and consulting For more information, contact the Community Engagement team: 01484 223213
See also:
Tenant and resident associations page 32 Community voices page 14
KFTRA page 21 Area housing managers organise the meetings, inviting other officers when Tenant and resident committees page 33 appropriate, and share information about how we are doing and what is planned for the area.
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What do we do?
We like to work with you to improve the estate where you live improving the environment, your safety or putting on social activities and clubs. If you are interested in working with us, get in touch. We also work with you in schools through our KNH Kids programme. We come to your school so you can tell us what its like to live in your community and we look at the kinds of projects that you might get involved with to help to improve things (age 7 to 11). Communities United Project is working with us to provide activities for young people where they live and to involve parents and other local people in them (age 7-13). If you are over 16, you might want to join our leadership course, which is a way of building your confidence so that you can play an even bigger part in leading improvements on your estate.
If you are 16 or 17 and are a member of our young tenants support scheme, we involve you through our texting service, newsletter and annual satisfaction survey.
Who is it for?
This work is often targeted at areas that need a bit of extra support or where young people and other residents are having difficulty getting along. For more information about getting involved, contact the Community Engagement team.
Why is it important?
This work helps us to understand what it is like for you to live on our estates and helps make sure we take your opinions into account when we plan changes or improvements.
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Why is it important?
By involving those who will be benefiting directly from the improvements, we believe we will get the contract right at the beginning and will get the best contractors for the job. This will give tenants and residents the most positive experience.
Who is it for?
If you are actively involved in our work, you could be involved in agreeing the contract and selecting contractors for work in your area.
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Why is it important?
By involving those who have direct experience of receiving the services we offer, we believe we will recruit excellent staff who can deliver our vision. The training and development programme will equip our staff with the skills and information they need to provide an excellent service.
Who is it for?
Tenant and resident representatives who are actively involved with our work are invited to take part in a training programme that will give them the skills needed to take part in recruiting staff.
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Community events
What are they?
Events can be anything from celebrating something youve achieved on your estate and local galas to events for the whole of Kirklees. We concentrate particularly on estate events so that we can get to know you better, understand what the particular issues are where you live and plan to make appropriate improvements.
I like being involved in organising community events; everyone had a great day out at our gala and it brought everyone together. It involves as much or as little time as you like
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Community premises
I like managing our own community building because we can provide somewhere for people to get out of their home and get to know their neighbours
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Community voices
What are they?
A community voice is someone who has agreed to represent neighbours views to KNH and other housing staff working in that area. They are a link between KNH and residents and may be asked to pass out information to residents, welcome them to the area, speak to them about local issues and feed views back to KNH. There are also other opportunities to get involved in various forums around a range of issues.
I like being a community voice because I like to help people, find solutions and feel that Ive achieved something
Who is it for?
Anyone who is over 18 and lives on a KNH estate that is not represented by a tenants and residents group may volunteer to become a community voice. You will need 10 other residents to support your application to represent them.
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Conferences
I like attending conferences because you learn so much and you get a real sense of working together
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Estate inspections
What are they?
Estate inspections involve walking around an estate to see how tidy it is, find any problems and look for opportunities to make it a better place to live. Inspections are organised on a quarterly basis to pick up issues unless a local agreement has been reached with the TRA to vary this frequency neighbourhood teams to plan how they are going to make the area more attractive and successful. By looking around the area with people who actually live there, we are able to check that communal areas are being maintained as well as see if problem areas have arisen and agree what the best solutions are.
I like going on estate inspections because you pick up on problems and see whats changed since last time we did an inspection.
See also:
Estate manifestos page 16 Tenant and resident associations page 32 Community voices page 13
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Estate manifestos
Time commitment: Medium Level of involvement: Discussing and consulting
For more information please contact KFTRA: 01484 223466
See also:
Tenant and resident associations page 32
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Focus groups
What are they?
A focus group (also called group discussion) is an opportunity for us to research a particular topic or issue, such as how young tenants feel about their support service or how well residents on a particular estate feel the green spaces are maintained. It is a single meeting or series of meetings and not an ongoing commitment. They are flexible enough to attract people who are not otherwise involved in our work and it may be easier for you to get involved in them as they are usually a single meeting, or short series of meetings,
See also:
Tenant and resident associations page 32
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Funding
For more information please contact Community Engagement team: 01484 223213 KFTRA: 01484 223466
What is available?
KNH supports tenants and residents associations and groups with annual support grants to help them carry out their work. They are also able to apply for an extra support grant in times of difficulties and for an Excel community grant to help with community activities. Other funding may become available from time to time and there are pots of money available locally and nationally.
See also:
Excel page 19 Tenant and resident associations page 32
External funders have different ways that you can apply, some on line and some by an application form. KFTRA and the Community Engagement team can help you find the right funder for you.
Why is it important?
Supporting groups to organise and provide a range of community events and activities which allows people to come together and support one another, build their confidence and skills and enjoy where they live. Getting funding for resources or activities can be a great way of building a sense of pride in your community.
Who is it for?
If your association or group has signed a partnership agreement with KNH, it is entitled to a support grant every year. You may also be able to apply for an extra support grant under certain circumstances; applications are considered by the Grants Working Group and are straightforward. Anyone wanting to provide activities for its community is able to apply for an Excel community grant. These applications are considered by the Excel panel. You can apply online or contact the Community Engagement team.
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Time commitment: Sustained Level of involvement: Decision-making For more information contact Governance Manager: 01484 416412
Why is it important?
Board members are company directors and have legal responsibilities; they have to meet set standards before joining the board and have a number of policies and procedures to follow, including a code of conduct
Who is it for?
There are three kinds of board members: independents, council representatives and tenant representatives. When a vacancy for an independent member arises, an advert is placed in the local press for interested people to apply and a selection process begins. This is similar to KNHs recruitment and selection process for staff. Tenants and residents can be selected as independents. Council representatives are put forward by Kirklees Council.
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KNH Excel
For more information please contact Community Engagement team: 01484 223213 or KFTRA: 01484 223466
What is it?
This rewards scheme recognises and rewards all our tenants, leaseholders and staff who help make our communities great places to live. Its our way of saying thank you in a way that people will find rewarding, including community grants, good neighbour awards, garden competitions and a money-saving discount card. The scheme is developed and delivered by tenants and residents, who are involved in a variety of ways, from making decisions about scheme benefits and deciding on grants and award recipients to helping judge competitions and recruiting businesses for the discount card.
Who is it for?
All secure tenants who have not broken their tenancy conditions are automatically members of KNH Excel. But there are also opportunities to get more involved in the scheme by joining the KNH Excel Panel. In order to join the panel, you must be a member of the KFTRA Management Committee.
See also:
Estate manifestos page 16 Tenant and resident associations page 32 Community voices page 13
Why is it important?
The scheme is designed to reward and encourage positive tenancies and to encourage residents to contribute towards creating successful communities.
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Who is it for?
Six representatives from each of the neighbourho ods are elected by the delegates from their area. A further four officers chair, vice-chair, treasurer and publicity officer are also elected. If you are interested in standing for KFTRA Management Committee, you will need to be a KFTRA delegate on your tenant & resident association.
Why is it important?
It is important that KFTRA has representation from across Kirklees to take overall responsibility for running the organisation, including the control of spending.
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choice over colours, styles and so on. Representatives are invited to attend site meetings to check how the work is going and to iron out any problems which may arise. Tenants and leaseholders who have had improvements done on their homes are asked how they think the work has gone and this feedback is shared with representatives and KNH. Some large schemes may have formal arrangements that we cannot involve you in, but we will keep you fully informed.
See also:
Tenant and resident associations page 32
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Leaseholders involvement
What are they?
Leaseholders are tenants who have bought the lease to a council flat, either through the Governments Right to Buy scheme or through the open market. Because leaseholders own part of a building but not the whole structure, they are still tenants. However, they have a lease, rather than a tenancy agreement, which sets out their rights and responsibilities. They pay a service charge for the services they receive and pay part of the cost of maintaining the block. team to shape the service. Details of the forums are advertised in Leasehold Matters, the dedicated leaseholder newsletter. You could also become a Leaseholder Champion if you want to get more involved and have greater influence over developments.
I enjoy attending the leaseholder forums as its a way of gaining an insight in to how KNH works, and being able to be involved in up and coming works that are planned.
Why is it important?
Leaseholders are important as they are a growing sector within our communities. KNH has a duty to ensure they receive a high standard of service and to make sure their views and opinions are heard and acted upon.
Who is it for?
You can attend the leaseholder forums, which take place around three times a year. The forums have a set agenda, and leaseholders work closely with the Home Ownership
See also:
Working groups and forums page 35 Newsletters page 25 Service champions page 28
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See also:
Tenant and resident associations page 32
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Newsletters
What are they?
KFTRA produces Home Truths 10 times each year for tenants and residents groups and it is also distributed to libraries and other public buildings. KNH produces Door to Door magazine three times each year for all residents on its estates and Leasehold Matters twice a year for all leaseholders.
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See also:
Tenant and resident associations page 32 Tenant and resident committees page 33 KFTRA page 21
member of staff. The resulting action plan will be reported at each tenant and resident committee until they are satisfied that the service standards are being met.
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Scrutiny Panel
What is it?
Scrutiny Panel is made up of tenants, residents and leaseholders of KNH. They must not be on the Board of KNH or the Management Committee of KFTRA. The panel is run by KFTRA, assisted by a scrutiny officer seconded from Kirklees Council.
Why is it important?
Scrutiny is an important way to bring about change, improve standards, performance, efficiency and excellence. The reports and recommendations are considered at the highest level and influence how KNH moves forward.
Who is it for?
Applicants to the scrutiny panel must have an open mind and be prepared to work co-operatively in a small team, focusing on the issue chosen for scrutiny. Topics for scrutiny are put forward by the tenants, residents and leaseholders of KNH, and cover all housing services.
I like being involved in the scrutiny panel because I enjoy the feeling that Im doing something for society rather than for myself and we get things done when we get together.
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Service Champions
Time commitment: Sustained Level of involvement: Discussing and consulting
For more information please contact Community Engagement team: 01484 223213
See also:
Tenant and resident associations page 32 Tenant and resident committees page 33 KFTRA page 22
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Social media
What is it?
A way of communicating that is fast, cheap and easily accessible for the whole community. It allows you to know quickly what is going on and what is available in your area. You can stay in touch with both neighbours and those who live further away. See www.facebook.com/KNHCommunities
Why is it important?
It is an easy way for every member of the community to know what is happening in their area and to be able to comment, question or suggest improvements.
Who is it for?
Everyone with a smart mobile phone, computer or access to a Kirklees Library. You can make sure you know whats going on and make sure everyone knows your news and views too.
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Speak Easy
I like being a member of Speak Easy because my views are important; Speak Easy makes sure that they count
What is it?
KFTRA has a panel of over 600 individual tenants and residents who have a range of opportunities to be involved such as attending workshops and focus groups, taking part in training events, getting invitations to seminars and conferences, or simply filling in a questionnaire three times a year. It is entirely up to you!
Why is it important?
KFTRAs main aim is to ensure that tenants & residents living on council estates in Kirklees are able to play a full part in the decision-making process and have a voice on issues concerning their housing, their environment and their communities. You can get your voice heard without leaving the comfort of your own home!
Who is it for?
Anyone who would like to make their voice heard and wants to join the Speak Easy panel can contact KFTRA for more details.
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Surveys
What are they?
KNH and KFTRA use surveys to collect and record information about particular issues. We use them when we want to measure satisfaction with particular things, collect factual information or get peoples opinions. They can be done face-to-face, by telephone, by post or by e-mail.
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forums and tenant and resident committees receive an annual grant from KNH to supp ort your exp enses and activities organise community activities welcome new neighbours
They are also an important way to share information with people living on the estate and provide support to other tenants who might be finding it difficult to get a service or get their views heard.
See also:
Area forums page 7 Tenant and resident committees page 33 Funding page 18 Community events page 11
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I like being a member of the TRC because you get to make decisions
See also:
KNH Board of Directors page 19 Tenant and resident associations page 32 Community voices page 13 Notices of concern & performance improvement notices page 26
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Training
For more information please contact Community Engagement team: 01484 223213 KFTRA: 01484 223466 Voluntary Action Kirklees (VAK): 01484 518457 Northern College: 01226 776000 Trafford Hall: 01244 300246
What is it?
There are a range of training opportunities for tenants and residents to gain new skills or knowledge, such as confidence building or using computers, to help them get involved with the tenants movement, public services or wider community activities. The opportunities include informal training courses, one-off sessions, briefings, shadowing staff, one to one support and accredited courses; we can often bring the courses to you locally. The courses are provided by KFTRA and KNH and are usually free. In some cases, we can arrange for you to attend courses offered by other organisations like Voluntary Action Kirklees and we can often contribute to fees if the course is essential for what you are doing to improve your estate. KNH Achievers runs an annual programme and links closely with Northern College.
Who is it for?
If you are a member of a tenants and residents group or are involved with us in another way, you can take part in any of the opportunities offered.
See also:
Area forums page 7 Tenant and resident committees page 33 Funding page 18 Community events page 11
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I like being involved in the Disabled Residents Forum because were shaping things to benefit disabled people
See also:
KNH Board of Directors page 8 Tenant and resident associations page 32 Community voices page 13 Notices of concern & performance improvement notices page 26
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Service Standards
1. Resources for tenant participation/community engagement
A specific budget is set aside each year to support the following activities: A dedicated tenant participation and community engagement staff team providing supp ort and advice Additional supp ort through neighbourho od and sp ecialist teams Annual supp ort grant to KFTRA Annual grants to recognised tenants and residents groups Annual training programme Printing and publicity supp ort Out-of-p ocket exp enses for volunteers who take part in engagement activities at KNH request Community premises leased to tenants and residents groups Annual conferences Surveys New, creative approaches to engagement
2. Meetings
Meetings are a useful way of sharing information and opinions. To make sure they are as effective as possible, we will: Publicise meetings using a variety of means and in good time Hold meetings at suitable times and venues Make sure that everyone has the opportunity to have their say and chair the meetings properly, respecting everyone Make sure that the meeting has a clear purpose which has been made known to those attending Send out relevant papers at least 5 days in advance for regular, planned meetings and wherever appropriate for other meetings Not discuss individual issues at meetings, unless invited Record and monitor any decisions and actions through action plans and minutes Feedback to participants as soon as possible after the meeting. Reimburse agreed expenses Provide special help where required e.g. interpreters Items under any other business will be notified at the outset of meetings to enable the chair to manage the agenda effectively
3. Information
We will: Make sure it is written clearly, in plain English and available in other formats on request. Requests for other languages will also be considered Provide information in good time Publish Door to Door for all residents of our estates and Home Truths for all tenants and residents groups Make meeting minutes and papers available on request and on the KNH and KFTRA websites, in particular those from the KNH Board, KFTRA Executive and Tenant and Resident Committees Include information about how tenants can get involved in the new tenancy pack and make it widely available
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4. Consultation
When we ask you for your opinions and ideas, we will: Be clear about what we are trying to achieve and how the results of the consultation will influence how we do things or decisions that we need to take Be clear who we want to consult with and how to include those who are not often involved with our work Work within a realistic timescale, allowing participants enough time to consider their contributions Use methods that are most suited to what we are trying to achieve and that help participants to contribute fully and creatively Feedback the views that we have gathered through the exercise and explain how these have been used to influence our decisions and actions
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Who to contact:
For all aspects of the charter:
KNH Community Engagement team Perseverance House, St Andrews Road, Huddersfield, HD1 6RZ t: 01484 223213 e: community.engagement@knh.org.uk w: www.knh.org.uk f: www.facebook.com/KNHCommunities For information about and support for tenants and residents groups: Kirklees Federation of Tenant and Resident Associations (KFTRA) Federation House, St Johns Avenue, Newsome, Huddersfield HD4 6JP t: 01484 223466 e: general.admin@kftra.net w: www.kftra.net For estate management issues: KNH neighbourhood teams t: 01484 414886 e: housing@knh.org.uk Kirklees Council Civic Centre 3, Market Street, Huddersfield HD1 2TG t: 01484 221000 e: customer.enquiries@kirklees.gov.uk w: www.kirklees.gov.uk
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Kirklees Neighbourhood Housing Ltd. Registered Office: Perseverance House, St Andrews Road, Aspley, Huddersfield, HD1 6RZ, England. Registered in England and Wales. Company Reg. No: 04394471. KNH is a not for profit company set up by Kirklees Council to deliver housing and neighbourhood services in the Kirklees area