Housing participation and engagement strategy 2024-2028

If you want to see this strategy in an alternative format, such as easy read or as a summary, then please contact the Participation Officer stating your preferred format and language.

Foreword

1. Introduction
2. What is participation?
3. What is engagement?
4. Aims and objectives of the strategy
5. National and local context
6. Development of the strategy 2023 - 2027
7. Achievements at a glance
8. Why get involved?
9. What we offer now
10. Recent developments
11. Targets
12. Delivery
13. Tenant Participation budget and resources to support the strategy
14. Monitoring the strategy
15. Participation opportunities for everyone
16. Dealing with complaints

Appendix: Action plan to support the strategy

Foreword

Head of Housing and Public Health

I am pleased to introduce Swansea Council's Housing Participation and Engagement Strategy 2023 - 2027, which sets out how we want to engage with tenants and leaseholders over the next four years.

This strategy also plays a part in achieving a wider aim of providing good quality homes and services that support communities and help to safeguard and protect both people and the environment of Swansea.

Face to face consultation opportunities have been limited over the last few years due to the Covid-19 pandemic. This however has provided us with an opportunity to re-think our approach, encourage wider involvement from under-represented groups and increase the number of ways tenants and leaseholders can get involved.

Carol Morgan, Head of Housing and Public Health

Cabinet Member for Service Transformation

As a council, we recognise the importance of working in partnership with tenants and leaseholders to improve services.

This is the council's fifth Housing Participation and Engagement Strategy; the objectives for this strategy have been agreed with the Tenant Steering Group and I would like to thank all those who have contributed to developing it.  I hope it will encourage more tenants and leaseholders to get involved.

Andrea Lewis, Cabinet Member Service Transformation (Deputy Leader)

1. Introduction

This strategy sets out the framework for tenant and leaseholder participation and engagement over the next 4 years. The strategy and its accompanying action plan builds on the current methods of participation and engagement and seeks to explore new ways to encourage more involvement.

2. What is participation?

Participation is a way for tenants and leaseholders to share ideas and work together with their landlord.  It is a way for them to be involved in the decision-making processes that directly affect the services they receive and communities in which they live. We want as many tenants and leaseholders to use these opportunities to get involved and have their say on what's important to them.

3. What is engagement?

Engagement is an opportunity for tenants and leaseholders to get involved and have their say in less formal situations like drop-in sessions. Since the Covid-19 pandemic there has been a change in the way people have been having their say and using different methods such as Facebook rather than the traditional meetings. It is acknowledged that these methods are just as important as the traditional participation mechanisms.  A more relaxed, flexible approach to engagement seeks to ensure everyone has an opportunity to get involved on matters that are important to them.

4. Aim and objectives of the strategy

The Tenant Steering Group agreed the aim and objectives for the Participation Strategy in 2009 and with their agreement they have remained the same since then as they continue to underpin what we are trying to achieve.

The aim and objectives are:

"Working together we will aim to promote and develop participation opportunities for tenants and leaseholders and to improve the quality and delivery of housing management services."

• Objective 1 - To increase participation levels
• Objective 2 - To improve services, homes and estates
• Objective 3 - To increase the skills and knowledge of tenants
• Objective 4 - To improve participation in the wider community

The objectives will be reviewed again in 2027 in line with the renewal of the next strategy.

5. National and local context

This strategy does not stand alone and plays an important role in delivering against several other strategies.

The Housing Service Participation and Engagement Strategy sits under the Local Housing Strategy which sets out the vision for Housing in the Swansea area and recognises the importance of identity and community.

It also contributes to the Estate Management Strategy, the aim of which includes "... where people feel they belong..." by giving tenants the opportunity to discuss what matters to them.

There are also some key pieces of legislation that help shape the strategy as detailed below:

5.1 Renting Homes (Wales) Act 2016

The Renting Homes (Wales) Act 2016 (the Act) is the biggest change to housing law in Wales for decades. From 1 December 2022, the Act transformed the way all landlords (social and private) in Wales rent their properties and it is intended to improve how rented homes in Wales are managed and lived in. The Act replaces the various and complex pieces of existing housing legislation with one legal framework.

The duty to consult on matters that affect tenants remains as was. The Housing Act 1985 and also the Renting Homes (Wales) Act 2016 both stipulate that tenants will be consulted in respect of proposed changes in practice or policy of the Local Authority which is likely to substantially affect tenants.

This strategy formalises the duty to consult but it also captures the commitment Swansea Council has made to give all tenants and leaseholders the opportunity to have their say about what matters to them.

5.2 Social Services and Well-being (Wales) Act 2014

The Social Services and Well-being (Wales) Act 2014 introduced five ways of working to set out the steps for improving the well-being of people in Wales and to ensure sustainability, i.e.:

• Prevention - Preventing problems occurring or getting worse
• Long-term - Balancing short term needs with addressing long term needs
• Integration - Avoiding conflict with other public bodies
• Collaboration - Working in partnership with others
• Involvement - Involving local people

5.3 Well-being of Future Generations (Wales) Act 2015

The Well-being of Future Generations (Wales) Act 2015 seeks to improve the social, economic, environmental and cultural well-being of Wales. It places a requirement on local authorities to think more about the long term, work better with people and communities and each other, look to prevent problems and take a more joined-up approach with emphasis on participation and empowerment of communities.

This strategy seeks to deliver against this backdrop; working alongside residents and empowering communities to have a say on what matters to them.

5.4 Corporate priorities

The Housing Service Participation and Engagement Strategy also aims to deliver in respect of a number of the Council's corporate priorities, in particular:

• Safeguarding people from harm, by ensuring tenants and residents have a safe voice and are heard
• Tackling poverty, by offering opportunities to upskill which could lead to increased opportunities

6. Development of the Participation and Engagement Strategy 2024 - 2028

The first Participation Strategy was produced in 2009 in consultation with the Tenant Steering Group. The aims and objectives have been in place since then with a supporting action plan. The annual tenant and leaseholder involvement survey tells us that tenants are happy with involvement opportunities available and how they want to continue to be involved in the future.

Feedback from those that attend meetings is positive and describes the social benefits of getting involved along with the increased levels of knowledge of the housing service. Everyone who lives in a council property is welcome to attend or give feedback in a way that suits them.

The action plan has developed over the years with the changing needs and aspirations of its users, such as the introduction of more informal methods of engagement.

7. Achievements at a glance

• Tenants offered opportunities to attend the various citywide groups available and give their views via more informal mechanisms, such as surveys, over the phone
• Consultations such as the Tenant and Leaseholder Satisfaction Survey (STAR survey) and Repairs Policy consultation has given tenants and leaseholders the opportunity to have their say on important issues.
• Tenants and leaseholders invited to attend various events, both Housing-led community engagement events plus multi-agency engagement events along with the Police, Local Area Housing Office, Safer Swansea Partnership and other services and agencies as appropriate
• All tenants and leaseholders are encouraged to participate in the annual Gardening Competition
• Tenants are given the opportunity to attend the Tenant Participation Advisory Service (TPAS) conference as well as attend training opportunities
• Participation Officer attends drop-in sessions on local estates
• The Housing Facebook group continues to attract new members and is a positive way to provide information on topics that tenants are interested in as well as providing an additional way for them to contact the service.

8. Why get involved?

Swansea Council offers a range of opportunities to allow varying levels of participation and engagement for tenants and leaseholders: from attending meetings to giving feedback over the phone.

When working well participation delivers clear benefits for all, such as:

• Better service delivery and improved value for money
• Opportunities to develop new and improved skills: for example, learning how to chair a meeting, take minutes or just learn about a new topic from the Tenants Consultative Panel
• Better communication between housing staff and tenants building mutual respect and understanding
• Better links between housing staff and tenants
• Housing staff and tenants being more aware of each other's perspectives and organisational and financial limitations
• Increased tenant satisfaction with their home and neighbourhood

To broaden participation and engagement we plan to ensure sessions are focused on topics that interest tenants such as providing support and information about the cost-of-living crisis, including money and debt management, energy efficiency.

9. What we offer now

We recognise that the way people want to engage has changed since Covid-19 and as such participation and engagement opportunities are evolving. While we continue to hold the more formal and traditional meetings, we want to be more flexible and enable people to feel they can give their opinion by dipping in and out as and when and how it suits them.

This strategy has been refreshed to do this and to raise the profile of the different engagement opportunities. It is now more flexible, requires less commitment and offers more opportunities.

There are 3 different way to get involved:

1. Citywide Tenant Participation groups - These groups are cross cutting. They provide opportunities to learn about policy and service issues which affect everyone.
2. Local Community Engagement event - These engagement events pop up in local areas to deal with a specific issue such as fly-tipping, rubbish, anti-social behaviour.
3. Ad Hoc Participation and Engagement opportunities - Tenants can give opinions and find out about the housing service via email, phone, surveys, Open House Tenant Magazine as and when it suits.

9.1 Citywide Groups

There are 6 Citywide Groups that represent a specific service. Tenants can join as many of these groups as they choose.  The groups are detailed below:

9.1.1 Tenants Consultative Panel

This panel considers a wide range of issues that affect tenants on a city and countywide level. The panel is also used as a 'sounding board' with senior housing staff. Tenants gain increased awareness of a range of housing and health and wellbeing topics and have an improved sense of wellbeing and confidence.

9.1.2 Independent Living Reps (Previously known as Sheltered Reps)

This group looks at all issues relating to the Independent Living Service and is attended by the Independent Living Services Manager. Tenants receive updates about the Independent Living Service, visit other schemes where meetings are held and meet the tenants from other schemes.

9.1.3 Estate Management Panel

This group looks at all issues relating to housing estates. It is attended by an Area Housing Manager, ASB Team Manager and Neighbourhood and Estate Management Services Manager. Tenants can raise concerns about issues relating to their homes and estates, share information with other tenants to improve the level of service received.

9.1.4 Buildings and Repairs Group

This group has a focus on customer satisfaction with the housing repairs service and issues that affect tenants and their properties such as the capital programme, fire safety, hoarding etc. It is attended by senior officers and representatives from Building Services.  Tenants receive updates on the Capital Repairs Programme, Welsh Housing Quality Standard and Decarbonisation programme. Tenants also improve their confidence and knowledge of the Buildings and Repairs Service and share information with other tenants.

9.1.5 Tenant Steering Group

This group monitors the delivery of this strategy and action plan. Tenants influence the way participation opportunities are delivered and learn new skills and increase confidence levels.

9.1.6 Open House Feedback Group

This group critically assess each publication of the tenants magazine and discuss ideas and articles for future editions.  It is attended by the Senior Communications and Customer Service Officer.  Tenants can influence the design, layout, colours and content of Open House magazine and learn new skills.

9.2 Local community engagement events

In addition to citywide groups, local participation is also encouraged and provides an opportunity for residents to have a say on matters in their local area.

9.2.1 Tenant and resident groups

Tenant and resident groups address areas of concern in local communities, the groups work with other services and partners including the Local Area Co-ordinators (LACs), Police, Area Housing Offices, Trading Standards and other departments of the council. Being a member of a tenant and resident group gives an increased sense of pride in the local community and provides an opportunity to learn new skills such as Chairperson, Secretary etc.

9.2.2 Local community events

These events focus on matters of interest in local communities. A typical engagement event might include representatives from Housing services, Waste and Recycling teams, Local Area Co-ordination, Police, Trading Standards and other departments of the council.

9.3 Ad hoc participation and engagement opportunities

Residents can give opinions and find out about the housing service via email, phone, surveys, Open House Tenant Magazine as and when it suits.

9.3.1 Surveys / questionnaires / online questionnaires

By completing surveys, questionnaires and online questionnaires tenants can give their opinions on a range of topics that can be completed at a time that is convenient for the tenants and there is no cost to the tenant as replies can be returned in a pre- paid envelope or online.

9.3.2 Telephone

Tenants can give the Participation Officer their opinions over the phone and give feedback on the issues that are important to them and they do not need to leave their home. Information is shared privately and feedback can be given at a time that is convenient to the tenant. The Participation Officer can also ring the tenant to reduce costs for the tenant.

9.3.3 Email

Tenants can give the Participation Officer their opinions over email and give feedback on the issues that are important to them and they do not need to leave their home. Information is shared privately and feedback can be given at a time that is convenient to the tenants.

9.3.4 Gardening competition

Tenants and leaseholders can design and present their gardens to be judged for a variety of categories. Participants learn new skills, showcase their gardens and have an increased sense of pride in their garden and local community.

10. Recent developments

We want to increase engagement opportunities for all tenants and leaseholders to get involved. New opportunities available include:

10.1 Drop-in

Tenants have an opportunity to speak to the Participation Officer in their local community venues.

10.2 Participation Officer attending Area Housing Offices

The Participation Officer regularly attends the Area Housing Offices to raise awareness of participation and engagement opportunities and gather feedback from tenants about what issues are important to them.

10.3 Local community consultations / housing improvements

Housing staff will engage with local communities when delivering improvement programmes.

10.4 Microsoft Team Meetings

Tenants and leaseholders are able to take part in meetings online and don't need to leave their home.

10.5 Continuing to explore further opportunities for participation and engagement

We are constantly looking for new ways of developing ways for tenants and leaseholders to engage with us and participate in consultation as things change / technology develops.

11. Targets

We aim to:

• Hold a minimum of 4 meetings per Citywide Group each year on topics that are chosen by tenants and leaseholders
• Feedback on actions from previous meetings so tenants can understand how their involvement has made a difference
• Hold 12 local community engagement events a year across the city on matters of interest
• Make getting involved as easy as possible
• Increase the number of tenants using digital engagement methods
• Attend drop-in sessions to be available to tenants as and when required

12. Delivery

The below appendix sets out what the council aims to achieve over the next 4 years. Please see details below:

• Objective 1 - To increase participation levels
• Objective 2 - To improve services, homes and estates
• Objective 3 - To increase the skills and knowledge of tenants
• Objective 4 - To improve participation in the wider community

13. Tenant participation budget and resources to support the strategy

There is an annual budget which is utilised for:

• Support for participation groups
• Venue hire and refreshments for meetings and events etc
• Reimbursements for travel expenses and transport for those with mobility problems
• Training and attendance at tenant events
• General administration such as photocopying, letters, leaflets, postage etc

Housing staff are dedicated to providing the best possible service for tenants and leaseholders and regularly give their time to participation opportunities. There is also a dedicated Participation Officer whose role it is to promote involvement by offering support and guidance.

14. Monitoring the strategy

Progress in implementing the strategy will be fed back to tenants at group meetings, via Open House magazine, Housing Facebook group and the housing web pages on the council's website. Staff will be kept up to date via team meetings and staff web pages.

The Tenant Steering Group will receive an annual update report on the action plan to measure its progress. This ensures that future developments or improvements in tenant participation remain a key priority for the service. Senior Managers are also directly involved in group meetings.

15. Participation opportunities for everyone

The Housing Service is committed to addressing equality and diversity issues and comply with legislation and best practice. It will ensure that in delivering services and participation activities it is inclusive and representative.

If tenants would like to get more involved in groups or events but feels that participation isn't for them, we ask them to get in touch and talk to us. We can arrange child friendly sessions or change the timings and locations of meetings.

To date, we have introduced the following but we are always looking for opportunities to do more:

15.1 Use of accessible venues

Meeting venues are centrally located, have lifts and wheelchair access, flat, disabled toilets, hearing loops and good public transport links.

15.2 Providing information in a range of formats

Information is provided in a range of formats including large print, different colour paper etc.

15.3 Transport

Taxis are provided for tenants and leaseholders who have mobility problems.

15.4 Expenses are reimbursed

Tenants and leaseholders are reimbursed for mileage, parking and bus tickets upon production of valid receipts.

15.5 Age

There is no age limit to getting involved. If you are unable to attend meetings then you can give your opinion over the phone, email or by completing questionnaires and surveys.

15.6 Specific Requests Register

For tenants who have specific requests such as large print, Open House Magazine is sent out in a format that is appropriate for them.

If tenants have any reasons that they believe may prevent them from getting involved, they can contact the Participation Officer who will be able to discuss possible solutions.

The Housing Service also captures equality information via various mechanisms in order to help shape and tailor future services to meet the needs of individuals and communities.

16. Dealing with tenant complaints

The Council recognises that from time to time, the service provided does not always meet with customers' satisfaction. In the first instance, customers should speak to the manager of the relevant service where they experienced a problem. If this does not resolve the issue, there is a corporate complaints procedure, which not only aims to resolve complaints but also encourages service users to provide their comments and compliments. This helps to improve services and meet customer needs.

Appendix A: Action plan to support the Participation Strategy

Objective 1 - Increase participation levels

The council would like to encourage as many people as possible to get involved:

Proposed actions:

1A. Promote participation opportunities by:

Promote all opportunities to get involved.
What do we want to achieve? Reach a wider audience of tenants and leaseholders to help ensure those getting involved are representative of the wider communities in which they live. 
By when? Ongoing

Increasing membership of Council Housing Facebook group. 
What do we want to achieve? Ensure all tenants are aware of involvement opportunities including digital involvement. 
By when? Ongoing

1B. Gather tenant feedback about how to improve opportunities to get involved

Carry out a tenant involvement questionnaire via Open House, Tenant Consultative Panel and social media. 
What do we want to achieve? Survey findings are used to increase and improve way to get involved. 
By when? Annually

1C. Feeding back to tenants

Tenants receive feedback about issues they have raised. 
What do we want to achieve? Tenants understand how their involvement has made a difference. 
By when? Ongoing

Objective 2 - To improve services, homes and estates

The council recognises that tenants have a key role to play in shaping the future direction of the Housing Service. Tenants views help to inform continuous improvements and ensure services are delivered efficiently and cost effectively.

Proposed actions:

2A. Development of new and existing policies, strategies and service changes

Consult with tenants on the development of new policies, changes to services, for example: changes in legislation, Repairs policy. 
What do we want to achieve? Tenants are consulted on and contribute to the relevant strategy and policy. 
By when? Ongoing

2B. Consultation regarding the Capital Repairs Programme and Phase 2 of Welsh Housing Quality Standard

Continue to update tenants on a regular basis. 
What do we want to achieve? Tenants are kept informed on progress towards achieving Welsh Housing Quality Standard and delivery of the Capital Repairs Programme (work to tenants homes). Tenants are informed and given regular updates about work to their properties from the Improvements Team. 
By when? Ongoing

Objective 3 - To increase the skills and knowledge of tenants

It is important that tenants have opportunities to access information online and in other formats so that they have the knowledge and skills to get involved.

Proposed actions:

3A. Deliver awareness sessions for Tenants Consultative Panel (TCP) on key housing services, welfare reform and wellbeing topics

Provide sessions that are informative and on topics requested by tenants. 
What do we want to achieve? Tenants are made aware of information sessions held by TPAS Cymru via Facebook and the Tenants Panel. Also, information is made available through community events through the local Area Housing Offices. Tenants and leaseholders attend health and wellbeing sessions of the Tenants Consultative Panel. 
By when? Ongoing

3B. Assist the Rents Team, Tenancy Support Unit and corporate colleagues to promote employability services locally.

Provide information and raise awareness via tenants groups and website, social media. 
What do we want to achieve? Tenants are more aware of what services are available to them. 
By when? Ongoing

3C. Provide support and training for tenants who want to get involved online or digitally.

Provide tenants with the advice and support they need to get online or get involved using a tablet, phone. 
What do we want to achieve? An increased number of tenants getting involved online. 
By when? Ongoing

Objective 4 - To improve participation in the wider community

The council is committed to working with tenants, residents and other organisations who have similar aims to the Housing Service to support and improve neighbourhoods.

Effective participation delivers wider benefits as it helps build community spirit and makes estates places where people want to live.

Proposed actions:

4A. Increase opportunities for community involvement

Promoting participation across the housing service such as Area Housing Offices and with other services within the council such as Local Area Co-ordinators. 
What do we want to achieve? Widen awareness and opportunities about local community engagement and events to help ensure those getting involved are representative of the wider communities in which they live. 
By when? Ongoing

4B. Encouraging participation of under-represented groups in particular BAME, young people and rural communities

Continue to work with the Partnership and Involvement Team Commissioning Hub to consult with underrepresented groups. Continue to hold Housing sessions to the delivered at the "Big Conversation". 
What do we want to achieve? Increase in participation  levels for underrepresented communities. Obtain and consider young people's views on current housing issues to help influence service improvements and to support young people. 
By when? Ongoing

4C. Continue to raise awareness amongst staff of tenant involvement activities

Ensure new staff are aware of their role in community engagement via the information supplied when they start their new role and is also embedded into the day-to-day role of existing staff. 
What do we want to achieve? All staff are aware of their participation responsibilities. 
By when? Ongoing

4D. Breaking down barriers to encourage more participation of under-represented groups including young people, people with children etc.

Offering opportunities to allow these groups of people to participate in a manner and time that suits them by developing new city and countrywide groups such as a young parents' group. 
By when? Ongoing