Partnership Agreement new

2010

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2 Stockport Homes Partnership Agreement 2010

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Stockport Homes Partnership Agreement 2010 3

HeaderIntroductionContents

Introduction 3

What is a Partnership Agreement? 7

Aims of Customer Involvement 12

How can customers influence the services we deliver?

14

Getting Involved 18

Making sure we include everyone 46

What you can expect from Stockport Homes to help you get involved

48

Standards for meetings 50

Resourcing Customer Involvement 52

Customer Feedback 60

Monitoring and Reviewing the Partnership Agreement

63

Contacting us and other useful contacts 66

Jargon Buster 72

This Partnership Agreement (also known as the Customer Involvement Compact), sets out the ways that customers can get involved in influencing and shaping the delivery of the services they receive from Stockport Homes.

By customers we mean all of our tenants, applicants for housing, leaseholders and anyone who uses the services provided by Stockport Homes. It explains what you can expect from us when you get involved, our standards for providing you with information, holding meetings and making sure we are open and inclusive to all sectors of our community.


HeaderIntroduction

This is the third time we have reviewed the Partnership Agreement since it was first written in 2005. During this review we consulted widely with customers to agree local standards for involvement. We review the Partnership Agreement on a regular basis to reflect the changes and priorities that emerge from increased customer involvement and ensure that we are involving customers at all levels within all services. Achieving this leads to meaningful involvement, improved

services, better and increased choice for you and higher levels of customer satisfaction.

A summary version of this Agreement is available and can be provided in various formats, including large print, audiotape, CD and in other languages.

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About Stockport Homes

Stockport Homes is an ‘Arms Length Management Organisation’ (ALMO) which took over the management of maintenance and improvement of over 11,000 Stockport Council homes in October 2005. The Council remains as the landlord and still has a legal duty to consult customers. This is done by Stockport Homes on behalf of the Council. Consequently, this agreement is a tripartite (three-way) agreement between the Council, Stockport Homes and customers.

In May 2010, The Audit Commission reported that Stockport Homes:

‘Continues to deliver one of the best housing services in the country and develops innovative new services to improve the social and financial inclusion of its tenants and wider communities.’

It also confirms Stockport Homes are still providing: ‘An excellent three star service which has excellent prospects for improvement.’

This is the highest possible rating that can be achieved, and Stockport Homes are one of only a handful of housing providers to achieve the assessment twice.

This Agreement guarantees Stockport Homes’ overall commitment to customer involvement and sets out the standards we will meet.


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HeaderWhat is the Partnership Agreement?Introduction

Our Mission and Aims

At Stockport Homes our mission is:

‘To deliver a customer driven service, providing quality homes where people want to live’.

To help us to achieve our mission, we have set the following aims:

• To provide an inclusive service, which values its diverse communities, empowers its staff and makes effective use of its resources;

• To ensure all of our homes meet the decent homes standard by 2010 and are then maintained to that standard as a minimum;

• To deliver high quality housing services that continue to improve and meet customers’ needs and aspirations;

• To deliver consistent, clear and well-publicised services to tenants and leaseholders which proactively seek to improve our estates in partnership with customers;

• To provide appropriate accommodation (temporary and permanent) and support for the most vulnerable and socially excluded; and

• To make a real contribution to the Council’s wider strategic and housing objectives, helping to build social inclusion and safer, sustainable neighbourhoods.

A Partnership Agreement is an agreement between Stockport Council as your Landlord, Stockport Homes as the managing agent and customers, which sets out how you can be involved in decisions affecting your home and community.

The aim of this is to develop a shared vision for the Borough, create sustainable communities, make improvements to services and agree how it will be done. We recognise that you are individuals with diverse needs and aspirations and you will want to participate in different ways and to different degrees. We need to make sure everyone has the opportunity to participate at a level that is both comfortable and convenient for them.

This Partnership Agreement can help you decide how you want to be involved in influencing and shaping the decisions taken by Stockport Homes in a way that meets your needs and priorities.


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Our local standards ensure:

• Customers will be given a range of opportunities that enable them to get involved and influence services at whatever level they wish;

• Those traditionally not involved will be enabled to take part, such as young people, customers with disabilities and customers from Black and Minority Ethnic (BME) backgrounds;

• Customers can be actively involved in the decisions made about their homes by becoming involved at a strategic level (usually by becoming a Board Member);

• Customers will be given any help, information and training they need to enable them to have the skills and confidence to actively get involved;

• A wider range of customers and community groups will be recognised by Stockport Homes to encourage wider community involvement; and

• The Partnership Agreement will not rely on customers to be pro-active.

What is the Partnership Agreement?


Meeting and Exceeding the National Standards for Tenant Involvement and Empowerment

The Government has set out a number of ways, or National Standards, for how it thinks you should be involved in the work of your landlord. This Partnership Agreement sets out how Stockport Homes will meet the requirements of the National Standards for Tenant Involvement and Empowerment through the delivery of local standards developed in consultation with our customers.

The National Standards state that providers:

• Will offer all tenants a wide range of opportunities to be involved in the management of their housing including influencing strategic priorities, the formulation of housing-related policies and the delivery of housing-related services;

• Will involve tenants in scrutinising performance; and• Must offer tenants support so they are more able to be

effectively engaged, involved and empowered.

Our local standards complement the National Standards whilst strengthening and tailoring them to our customer’s priorities to develop choices for involvement, as agreed between Stockport Homes and customers involved in developing this Agreement. Our local standards go beyond what is expected by specifically stating what customers can expect from us.


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“I am pleased to introduce the Partnership Agreement which demonstrates both the Council’s and Stockport Homes’ commitment in putting customers at the forefront of shaping service delivery and service improvements for the future.

This Partnership Agreement aims to ensure that customers can participate at a level that suits them and outlines a variety of methods for getting involved in the decision making process.

I am confident that these measures will ensure that customer satisfaction continues to remain high in Stockport.”

Paul Rubinstein, Service Director of Regeneration, Stockport Council

What is the Partnership Agreement?

Our vision for Customer Involvement

“At Stockport Homes, we believe that customers are at the heart of all services and integral to decision making, a commitment that is detailed within this Partnership Agreement.

We are dedicated to offering a range of ways for all of our customers to get involved at a level that is comfortable and convenient and providing the support and resources to enable this.

This Agreement sets the standards to ensure that this can happen consistently and effectively.

I would like to thank all of the customers who were involved in developing this Partnership Agreement and hope that you will be able to get involved in the opportunities available to you.

It is only through customers’ input, views, challenge and support that we can continue to improve and develop.”

Helen McHale, Chief Executive, Stockport Homes


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Customer involvement is what happens when customers tell us what they think about the services they receive and have a chance to influence the decisions that affect their homes and neighbourhoods. Our aims for involving customers are:

1 To provide a variety of ways for customers to get involved, in a way and at a level that suits them;

2 For customers to regularly receive high-quality information, in appropriate formats, that makes customers aware of all decisions we make and the opportunities they have to influence how services are delivered;

Aims of Customer Involvement

3 To consult and involve customers in making decisions at an early stage and have a clear accountable system for doing this;

4 For customers to be satisfied with the opportunities to influence management, decision-making and service delivery and feel confident that we will value and act on their input;

5 To have an active and properly supported customer involvement structure including tenant and resident groups, the Tenants’ Federation, customer action groups and customer representatives;

6 To involve customers in a way that achieves continuous service improvements and demonstrates Value for Money; and

7 To provide customers with access to high quality training and support to develop the confidence and skills not only to become involved in decision making, but to equip them with skills for life and provide wider opportunities.

Stockport Homes’ Board

Board Sub-Groups

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Improvement Budget and Community Fund Budget

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and Forum

Leaseholder Forum

Procure PlusArea Forums

Estate Walkabouts

Federation

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Audit and Regulation Stockport MetropolitanBorough Council

Central Governmentand Legislation

Partners andExternal Customers

Customer Involvement Structure - Stockport Homes


There are a wide variety of ways for you to get involved to ensure that you can engage at a level that is right for you. You may want to be kept informed of what is happening within Stockport Homes, or you may want to get involved further through directly influencing, shaping and improving our services.

The diagram opposite and the table on pages 16 and 17 show the ways customers can get involved at Stockport Homes.

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16 Stockport Homes Partnership Agreement 2010 Stockport Homes Partnership Agreement 2010 17


Strategic Decision MakingCustomers are involved in setting and reviewing the strategic direction of Stockport Homes.

• Stockport Homes’ Board• Board Sub-Groups• Customer Feedback Appeals Panel

• Estate Improvement Budget• Community Fund Budget

InfluencingCustomers challenge Stockport Homes, make recommendations for improvements and shape the direction of services and budget spend:

• Customer Scrutiny Panel• Customer Action Groups • Area Forums• Estate Walkabouts• Block Contacts• Youth inclusion projects• Quality Panel (customer inspectors)• H3 – Helping the Homeless into Housing

Group• Temporary Accommodation residents’ meetings and brunch clubs• Re-settlement Focus on You meetings• Sheltered Housing Working Group and Forum• Leaseholder Forum• Procure Plus• Annual Customer Events

InformationCustomers receive clear information about the management decisions Stockport Homes make, how the organisation is performing and how they can get involved further:

• Stockport at home newsletter (all customers)• Going Places newsletter (Housing Need

and Support Services)• Sheltered Housing newsletter• East Area and West Area newsletters• Stockport Homes’ website• Leaflets, flyers and posters• Press releases and advertisements• Minutes of meetings• ‘You said, we did’ boards• Welcome packs• Customer Handbook• Skills for Life (customer training programme)

ConsultationCustomers are asked for their views on how Stockport Homes can shape services, facilities and neighbourhoods to meet their needs:

• Postal and telephone surveys, and consultation exercises• Customer Feedback Scheme• Customer Readers’ Group• Customer Editorial Team• Customer Email Consultation Group• Focus Groups• Open days and drop in events• Customer Choice events• Fun days and community events• Hot topic meetings• Website Consultation Group• Tenant and Resident Groups (informal

and formal)


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HeaderGetting involved

Ways to get involved and our standards for involving you

In order for Stockport Homes to improve the services we offer to you, we need to know what you think. There are many ways to help make this happen and our ‘Menu of Involvement’ provides further details on the options available. You can choose to be involved as little or as much as you like depending on your own interests and the time you have to spare.

Board of Directors

The Board are a group of people who are collectively responsible for managing Stockport Homes. This means that they set the strategic direction of the company, monitoring performance, setting budgets and approving policies. However the Board does not get involved in the day-to-day running of the organisation.

There are 13 Board Members, who come from a number of different groups:

• Five tenants;• Four Councillors; and • Four independent members who bring expertise in key

areas such as housing management, development and finance.

The Chair and Vice-Chair of the Board are elected every year by the Board, and any Board Member can stand for either of these roles (except co-optees). Board Members serve a three year term and can be re-elected or re-appointed up to three times.

The Board has delegated responsibility for some duties to smaller Sub-Groups and each group focuses on a specific area of responsibility. The main duties of the Board are conducted through regular Board and Sub-Group meetings. The Board meets five times a year, and Sub-Groups meet up to four times a year.

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The Board’s decision-making has a real impact on delivering services to customers including agreeing how millions of pounds of funding will be spent on improving and maintaining homes throughout Stockport and driving improvements in performance.

Becoming a Board Member:

• Tenants and leaseholders are eligible to stand, subject to eligibility criteria;

• Five residents must sign and support each Tenant Board Member nomination; and

• Tenant Board Members will be elected onto the Board by a postal ballot advertised in the customer newsletter.

Becoming a Board Member can seem daunting, but it is a great opportunity for anybody who has a few hours to spare each month, lots of enthusiasm and a commitment to improving the services Stockport Homes delivers to its customers.

One of the best ways to find out what the Board does is to come to one of the Board meetings.

All Board Members are eligible to receive a package of support to help them in their role.

We will provide:

• A full induction programme;• Training and development opportunities both on an

individual basis and on a collective basis; • A monthly allowance to cover any costs incurred

while undertaking Board duties, including travel, subsistence, caring responsibilities and a communications allowance; and

• A computer to assist Board Members with their duties.

Customer Scrutiny Panel

The Customer Scrutiny Panel (CSP) is a group of customers who undertake a range of scrutiny activities and in-depth investigations of services and use the findings to challenge and shape the activities of senior staff and the Board.

The CSP are independent from other governance and management structures and have the power to affect change through scrutinising performance, examining and questioning service areas and making recommendations where improvements are identified.


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The CSP creates a line of accountability between tenants and the Board and complements existing involvement activities through strengthening the links between customer involvement and governance and helping to ensure that Stockport Homes’ strategic direction in service delivery reflects the needs and aspirations of its customers. The Performance Sub-Group of the Board will be required to respond to observations, suggestions and recommendations from the CSP.

We will:

• Establish clear lines of accountability and reporting between the Board, the CSP and other involvement methods to enable the CSP to function independently;

• Afford the CSP the freedom to choose areas for review and determine how it gathers and analyses evidence to enable effective scrutiny to take place;

• Give the CSP power to commission internal reports and Quality Panel inspections;

• Facilitate the CSP to question Officers, service users and external experts about topics under consideration and to conduct site visits; and

• Give the CSP the power to serve a ‘notice to act’ on the Board in the event of a failure to deliver agreed improvements.

The Quality Panel

Customer Inspectors and Mystery Shoppers

The Quality Panel are a group of customers who inspect and carry out reality checks of the services that we provide and investigate whether they are up to standard.

The feedback and recommendations we receive from our Quality Panel members is invaluable as it helps us to really see our services as you, our customers, see and experience them.

The Quality Panel use the following methods to carry out inspections:

Mystery Shopping

The Quality Panel regularly carry out ‘mystery shops’ of different service areas. It can be done via the telephone from the comfort of your own home or by calling in person, for example, visiting a reception area at one of our offices.

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Any customer can become a member of the Quality Panel and we will provide everything needed including training, support, equipment and expenses to ensure you can get involved at a level of your choice.


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Reality Checking

Reality checking involves Quality Panel members carrying out site visits to review our services and standards of delivery. This could involve ‘spot checks’ of sites to assess the Grounds Maintenance service or visiting void properties to check they are up to our standard for being re-let.

Perception Surveys

Perception Surveys involve customer inspectors carrying out in-depth interviews with other customers to gain a deeper insight into their views.

CIRCLE Group (formally Peer Review Group)

The CIRCLE (Customer Inspectors Reality Checking Learning and Empowerment) Group is a network of housing providers based within the Greater Manchester region that provides a forum for sharing knowledge and best practice with external organisations. Two inspections of another organisation are undertaken each year, involving two customers per exercise from each organisation. An annual feedback event is also held with Senior Managers attending from across each of the organisations.

We will:

• Enable Quality Panel members to choose which service areas will be inspected and co-ordinate a timetable for delivery;

• Provide training and support to enable all customers to engage in panel activities at a level of their choice;

• Provide resources to members to enable the Quality Panel to function independently;

• Give regular feedback to Quality Panel members to enable them to monitor progress and ensure service improvements are implemented;

• Widely publish and promote service improvements delivered as a result of Quality Panel recommendations;

• Assess the effectiveness of activities to ensure continued growth and development of the Quality Panel; and

• Prepare reports on Quality Panel activities for Senior Management and Board Members to ensure actions are implemented and monitored.


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Stockport Tenants’ Federation

The Federation is an “umbrella group” made up of representatives from Tenant and Resident Groups and individual members who do not represent a group specifically, but have an interest in their area and community. The Federation aims to support and enhance Tenant and Resident groups by campaigning on their behalf for improved services and acting as a consultative body. The Stockport Tenants’ Federation has been going for a number of years and is committed to supporting Tenant and Resident groups across the Borough.

The Federation aims to:

• Promote and protect the rights of Stockport Homes’ customers, bringing together groups in a common effort to improve housing conditions and services;

• Work with Stockport Homes to promote all forms of customer consultation;

• Be democratically elected and non discriminatory in the performance of its business;

• Provide regular information, support and advice to customers; and

• Operate a policy of equal opportunities and diversity.

The Federation operates by:

• Holding monthly meetings that are open to the public; • Adopting a constitution and Code of Conduct (set of

rules);

• Annually electing a committee and encouraging new members to join throughout the year; and

• Working in partnership with Stockport Homes and any other external agency in order to achieve improvements to services.

We will:

• Provide appropriate learning and development sessions to develop member’s skills;

• Publicise the Federation widely through articles in the Customer Newsletter, on the website and through joint production of a Federation Newsletter and Welcome leaflet;

• Support the Federation to carry out consultations to gather customer views that will help to steer their future priorities; and

• Work with the Federation to recruit new members and to promote the Federation at Tenant and Resident Groups and other meetings and events.

The Federation are currently reviewing their role through consultation with other customers and seeking to adopt alternative methods of working whilst continuing to support Stockport Homes in shaping the direction of services. In future, the Federation may be involved through a variety of forms and existing methods of engagement and Stockport Homes are committed to working with the Federation in whatever direction they choose.

Stockport Tenants’ Federation


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Tenant and Resident Groups and Associations (TRAs)

There are a broad range of groups that Stockport Homes engages with. The benefit of being in a group is that you

can join with other customers in your area and discuss issues that affect you all. It is easy to start a group or you may wish to join an existing one.

Tenant and Resident Groups have the option of remaining informal (unconstituted) community groups, but will still be supported by Stockport Homes. These informal groups may meet over a single issue or on an ad hoc basis without the need for a formal committee structure.

Groups that meet on a regular basis would normally elect a committee with key positions such as a Chair, a Secretary and a Treasurer, who ensure the group is running properly and achieves its aims and objectives.

We will:

• Conduct an annual review of all groups to identify any support and development needs;

• Give full support and guidance to groups and help to plan and review the group’s objectives on a regular basis;

• Encourage all constituted TRAs to apply for funding;

• Seek funding to support informal and community groups;• Provide resources to help groups to promote themselves

to their local community; and• Support groups to host and engage in local activities,

events and consultations.


An Information Pack for new groups is available on request from the Customer Involvement Team. The pack contains valuable information on how to set up and run a group and how to become a constituted association that allows access to funding and resources.

How to...

Set up a

Customer

Group

How to contact us:

Customer Involvement Team

Tel: 0161 474 2862

Text: 07891 949 155

Email: [email protected]


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Stockport Council’s Strategic Housing Stockport Council wants to ensure that its customers have a chance to influence the development of all relevant service areas including its Housing Service; not just the service run by Stockport Homes. It will do so in a variety of ways through the Strategic Housing Team.

Stockport Council will:

• Invite customer representatives to attend the annual Housing Forum, a consultation event on the Borough’s Housing Strategy;

• Consult customers on the development of all relevant policy and strategy development. This includes the Allocation Policy and increases in rent levels; and

• Facilitate links between individual Tenants’ Associations and relevant Council services to enable residents to highlight concerns they may have within a particular local area.

Estate Walkabouts

We actively encourage our customers to work with Stockport Homes staff for the benefit of the whole community. On an Estate Walkabout you can get together with Neighbourhood Housing Officers to inspect the area around your neighbourhood, identify any problems and agree actions and timescales for solutions.

We will:

• Publicise Estate Walkabout dates in the customer newsletter on a regular basis and on the website;

• Keep you informed about the changes we have made as a result of you taking part;

• Publish a ‘you said, we did’ for each area in the East and West Area Neighbourhood Newsletters;

• Let you know in advance if for any reason an Estate Walkabout will not take place; and

• Carry out individual Estate Inspections on request where applicable.


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Block Contacts

Block Contacts are customers who represent the views of their neighbours on issues that affect them. They receive support from Stockport Homes and although there may be a Tenant or Resident Group in the area, they represent their immediate neighbours. This is usually a block of flats or the street where they live. They make sure that any repairs to communal areas, vandalism or litter are reported as soon as possible. They find out the views, issues and concerns of their neighbours and pass them on to Stockport Homes. They can keep their neighbours informed about anything that is coming up in their area such as meetings or events.

We will:

• Provide full support and training to Block Contacts to enable them to carry out their role with confidence;

• Establish regular meetings between Neighbourhood Housing Officers and Block Contacts and carry out joint inspections, where required, to discuss specific issues; and

• Support Block Contacts to develop improvement projects and to apply for Community Fund and Estate Improvement Budget funding.

Customer Action Groups

Customer Action Groups (CAGs) operate for different service areas and meet on a regular basis throughout the year. They involve a range of customers and staff who work together to influence, shape and improve the services we deliver for customers. CAGs are open to all customers and provide a forum for discussion and sharing ideas in an open and accountable way.

CAGs operate by:

• Looking at the service area to see how good it is and reviewing progress against the service improvement plan (also known as an action plan);

• Looking at examples of best practice to make sure that Stockport Homes takes these into consideration;

• Setting and monitoring service performance;

• Consulting customers on strategies, policies and new ways of working; and

• Steering changes for improving the service for customers and ensuring these are made.

One-off meetings, focus groups and working groups are also arranged on a regular basis to discuss particular topics or specific services in more detail for example, Homechoice and Aids and Adaptations.


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The various CAGs are as follows:

• Anti-Social Behaviour• Customer Involvement• Diversity• Financial Inclusion• Leaseholder• Performance• Stock Investment and Repairs • Tenancy and Estate Management

We will:

• Advertise CAG meeting dates in the customer newsletter supplement ‘Dates for Your Diary’, on the website, on notice boards and via letter;

• Minute CAG meetings in a standard format ensuring they are clear and jargon free. Minutes of CAG meetings will be available to all customers through the website and on request;

• Involve customers in performance monitoring, consultation and budget setting;

• Provide feedback to CAG members through including ‘you said, we did’ as a standard agenda item for meetings; and

• Publicise service improvements as a result of CAG consultation in the customer newsletter and on the website.

Sheltered Housing Forum and Working Group

Residents living in Sheltered Housing and Extra Care schemes have a Sheltered Housing Charter to reflect their specific needs. It states in simple terms, the priorities and aims of customers in Sheltered Housing and how they will be involved in achieving them.

We will:

• Hold a Sheltered Housing Forum twice a year and contact you if you are unable to attend to get your views;

• Ensure feedback from the Forums is publicised on scheme notice boards, in the Sheltered Housing newsletter, on the website and through the Sheltered Housing Working Group;

• Consult you on how the Sheltered Housing Improvement Budget should be spent and provide a variety of ways for you to propose scheme improvement projects;

• Display improvement project proposals in scheme communal areas to provide you with an opportunity to comment if you are unable to attend the Forum;


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• Provide each scheme with two places for representatives on the Sheltered Housing Working Group which meets at least three times per year;

• Display a copy of the minutes from the Sheltered Housing Working Group meetings on the scheme notice boards and provide representatives with a summary feedback sheet for them to share information with their scheme;

• Hold surgeries at each scheme to provide an opportunity for you to discuss any housing related issues with your Sheltered Housing Officer;

• Carry out an annual satisfaction survey with all scheme residents and use the results to drive service improvements;

• Use a minimum size 14 font on all correspondence;• Offer you the opportunity to contribute to twice yearly

Sheltered Housing newsletters; and• Update the ‘you said we did’ board in scheme lounges

on a monthly basis.

Area Forums

Area Forums are held three times a year in varying locations across the East and West areas of Stockport. Through the Forums you can find out what is happening in your area, meet and ask questions of the local Area Manager and Housing Staff and find out how we are performing.

We will:

• Invite all customers to Area Forum meetings which will be held three times a year in East and West Stockport;

• Have a theme for each Area Forum based on hot topics and customer feedback;

• Promote the theme for each Area Forum meeting on customer invitations and through the website;

• Invite customers to get involved in Forum planning meetings and agree each Area Forum’s agenda and format;

• Provide opportunities for customers who are unable to attend the meeting to be consulted on agenda items through the online forum and telephone contact;

• Provide a variety of performance information at the meeting in a clear, jargon free and customer friendly format;

• Provide customers with the opportunity to ask questions directly to Senior Managers and staff; and

• Provide the opportunity for customers to vote on how the Estate Improvement Budget and Stockport Homes’ Community Fund are spent.

The Forums provide a valuable opportunity for you to decide how our Estate Improvement and Community Fund budgets are spent and influence how our services are delivered.

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munity Fund


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Leaseholders

We want to make sure that all of our customers are involved in influencing the housing services that they receive.

A Leaseholder is someone who has bought their flat from Stockport Council under the Right-to-Buy Scheme, or bought their flat on the open market from the previous owner. Leaseholders pay a service charge towards the up-keep, maintenance, repair and improvement of the building and communal areas.

We hold two Leaseholder Forums per year to which all Leaseholders are invited.

The Forums operate by:

• Reviewing the Leasehold Management Service and identifying areas for improvement;

• Looking at examples of best practice and making sure Stockport Homes takes these into consideration;

• Monitoring progress against the Service Improvement Plan; and

• Consulting regularly with Leaseholders on issues that affect them.

We will:

• Hold a Forum at least twice a year to enable you to influence decisions about the service you receive;

• Invite you to contribute items to Forum agendas; • Consult you on literature reviews by email, letter or by

telephone survey;• Publicise outcomes from consultations and other useful

information through dedicated Leaseholder sections in the customer newsletter and on the website;

• Support you to form a Leaseholders’ Association which can apply for external funding.

Resettlement and Tenancy Support Customers

The Resettlement Service provides advice, support and assistance to a range of vulnerable tenants who require help to set up and maintain their tenancy. Tenancy Support Officers work with existing Stockport Homes customers who are struggling with their tenancies. Resettlement Officers primarily work with new customers within Stockport Homes’ properties, Registered Social Landlords or renting in the private sector. We will:

• Hold ‘Focus on You’ meetings every two months to enable you to take part in influencing decisions;

Focus on You


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• Consult you on the content of forms and leaflets used in the Resettlement and Tenancy Support Services to ensure they are relevant and easy to understand;

• Ensure all customers are aware of the availability of information in alternative formats through active promotion at meetings, on correspondence, on notice boards and in reception areas;

• Provide a customer newsletter for the Housing Need and Support Service with information on outcomes from consultation; and

• Send a postcard to you regularly to give feedback.

Temporary Accommodation Customers

Stockport Homes have three schemes that provide temporary accommodation for people in housing difficulty who become homeless.

We will:

• Support the customer H3 Group (Helping the Homeless into Housing) to apply for funding to improve services to residents;

• Hold a residents meeting at least every six weeks at each scheme to provide opportunities for you to influence service improvements in each scheme and consult you on changes to policies;

• Hold regular Brunch Clubs at each scheme providing you with the opportunity to get together with other residents and discuss matters of interest;

• Consult you on any changes to the management of your scheme and the support provided;

• Provide a customer newsletter twice a year with information about Stockport Homes’ services and any outcomes from consultation;

• Provide minutes of resident’s meetings via the notice board in each scheme; and

• Update the ‘you said, we did’ boards at each scheme on a monthly basis so you can see how you have influenced decisions.

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Helping the Homeless into Housing



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The Resettlement Team provides support to help people set up home and settle into their local community. It also provides support to ensure customers successfully maintain their tenancies.


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Homechoice Customers

Homechoice is Stockport Homes’ choice based lettings scheme that allows registered applicants to bid for where they would like to live. Homechoice customers are people who have accessed the service and applied for a property with Stockport Homes.

We will:

• Provide a range of opportunities for you to influence decisions about the service including conducting an annual survey, short text message surveys and regular open days and focus groups;

• Provide a customer newsletter twice a year to keep you informed about Stockport Homes’ services, and

• Publicise the outcomes from consultation in the newsletter and on the website.

Young Tenants aged 18-25 who live on our estates

There are many young people who live on our estates and we think it is important you are provided with opportunities to tell us how we can improve our services in a way that meets your needs.

We will:

• Establish a forum of young people which reflects young peoples’ views and circumstances;

• Consult you at least three times a year on issues that are important to you seeking your views through a range of methods;

• Hold at least one event a year on issues that are important to you or provide an opportunity to help plan and organise at least one event a year for young people;

• Promote information to you in a range of formats on all the ways you can get involved;

• Utilise the website to advertise events and training and facilitate discussion forums;

• Consult you on desirable training and development opportunities and develop courses specifically to meet your needs;

• Ensure feedback is given to young people involved in consultation to show how your input has been used;

• Involve you in the development of an incentive scheme to encourage greater involvement;

• Work in partnership with the Anti-Social Behaviour Team and youth provision agencies to set up new initiatives to involve young people;

• Involve young people in community clean-up days and local projects;

• Promote youth involvement through existing tenant groups; and

• Seek the views of young people through competitions, questionnaires and other forums.

homechoiceProviding rented homes throughout Stockport


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Black and Minority Ethnic (BME) Customers

Stockport Homes has a range of multicultural customers and we want to ensure that all your opinions are valued and that you can influence and access services in a way that suits you. If English is not your first language we can provide a range of support to enable you to get involved.

We will:

• Annually send out information to you detailing involvement activities that can be done from the comfort of your own home, and follow this up with a phone call;

• Use the quarterly phone calls you may receive from the Ethnic Diversity Service to promote upcoming events and news;

• Raise awareness of the support available and free transport provision through actively promoting the Expenses Policy to anyone who feels they would otherwise be unable to attend a meeting or training course;

• Consult you at least three times a year about topics covered at Area Forum meetings, and represent your views at the Forums if you are unable to attend;

• Keep you informed of free English classes available if English is not your first language; and

• Provide interpreters where required.

Customers with Disabilities

We encourage our disabled customers to take part in as many activities as possible, but we recognise that activities may sometimes need to be adapted to suit each individual. We ensure that all our reception areas and meeting venues are compliant with the Disability Discrimination Act and we will provide information on request in various formats such as: large print, audiotape, CD, Braille, text and signers.

We will:

• Raise awareness through active promotion of the availability of free accessible transport for customers with mobility problems and those who would otherwise be unable to attend meetings;

• Annually send out a personalised letter with up-to-date information on how to become involved with Stockport Homes from the comfort of your own home;

• Follow up on any mailed out information or consultation with a telephone call; and

• Consult with you at least three times a year on topics covered at Area Forum meetings, and represent any views you have if you are unable to attend.

Stockport Homes aims to provide an inclusive service that is accessible to all our customers.


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Diversity statement

‘At Stockport Homes, we believe that everyone has the right to be treated equally, with respect and to feel safe and secure in their own home and neighbourhood. Everyone has a right to make use of the opportunities offered by our organisation and to use all parts of our service. We will promote equality and diversity in the provision of our services and employment and we will not tolerate discrimination. We will work together with all of our service providers and customers to ensure that this commitment is met across our entire organisation.’

We know that some customers may need extra help to assist with their personal circumstances such as hearing impairments or mobility problems, and childcare or dependent care costs to meet, which can make full participation in public meetings difficult. In order to help people be involved if they want to, we have developed other

Making sure we include everyone

ways that customers can be involved such as telephone surveys or email reviews.

We will:

• Publicise different methods of involvement to • under-represented groups;• Send out information in a language and format that suits

you, including Braille, large print, on audio tape or CD upon request;

• Send you information that will be timely and of good quality;

• Pay out of pocket expenses for travel, childcare or carer costs for Stockport Homes’ activities you get involved in;

• Take part in diversity awareness events; and

• Provide diversity training to staff and customers.

We want to make sure that the customer views we receive are representative of our wider customer base so that our services cater for everyone’s needs. However, we recognise that certain groups of people can be ‘hard to reach’ for various reasons and we need to make every effort to ensure that opportunities to get involved are inclusive to all customers.

We want to make sure that we meet the needs of all customers. If you need additional help to participate in meetings and activities, or to be involved in any way, please contact us and we will be able to find a way that you can be involved that suits you.


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HeaderWhat you can expect from Stockport Homes to help you to get involved

Providing you with information

Stockport Homes will provide information to you that is relevant and in a format that meets your needs. All information sent out will be timely and of good quality.

We will:

• Provide you with a new Tenant Start-up Pack when you become a tenant of Stockport Homes which will give you all the information you need to get settled in and find out about the services available to you;

• Give you a Customer Handbook and DVD which has all you will need to know about your tenancy, housing issues and service standards;

• Send out your rent statement quarterly so you can keep up-to-date with your account;

• Explain the different Service Standards you can expect from us in leaflets available in reception areas and on the website;

• Send Leaseholders a ‘statement of accounts’ every quarter and a Leaseholder Handbook which explains the terms of the lease;

• Supply you with the agendas and minutes from our Board meetings and CAGs, which are available on our website or on request;

• Keep you informed on how we are performing across the whole organisation at Area Forums, CAGs, in the newsletter and on our website;

• Send you a copy of the customer newsletter ‘Stockport at Home’ on a regular basis and make it available on the website;

• Depending on where you live, we will send you an East or West Area newsletter giving you information on what is happening in your local area and updates on Estate Walkabouts and Estate Improvement Budget projects; and

• We will provide you with a ‘How to Set up a Community Group’ information pack which includes all of the information you need if you want to start a new group in your area.


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HeaderStandards for meetings

Meetings are a useful way of finding out customers’ views about the services that we provide.

Stockport Homes, Board Members, Stockport Tenants’ Federation and Tenant Groups are committed to holding meetings along the following agreed standards to make sure they are run in an effective manner:

• Meetings will be held at suitable times to maximise attendance;• Meeting dates will be publicised effectively using various

methods including leaflets, written invitations, posters, by telephone, in the customer newsletter and on the website;


• Meetings will have a clear purpose with agendas, and any other relevant reading preparation sent out, preferably seven days before the meeting;

• Customers will be able to request items for the agenda;

• Venues for meetings will be accessible and adhere to the Disability Discrimination Act;

• Any requests for special requirements will be arranged including a hearing loop system, sign language or interpreters;

• Meetings will start and finish on time;• Meetings will be run in a fair and democratic way so

that everyone gets a chance to have a say;• Where applicable, customers will be given the

opportunity to ‘Chair’ meetings;• Individual issues will not be discussed in public

meetings;• Any decisions agreed will be properly recorded and

acted upon;• Minutes will be available on request and on the

website, be presented in a clear, standard format, and be jargon free;

• Meeting taster sessions and “buddies” will be offered to any customer who is new to a meeting;

• Feedback will be provided as soon as possible after the meeting; and

• Where customers are unable to attend a meeting, staff will collect and present their views.


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Stockport Homes is committed to providing adequate financial and staff resources to encourage customer involvement at all levels. We have a dedicated Customer Involvement Team offering support, information and advice to customers who want to get involved.

Resourcing Customer Involvement

Financial resources

A specific budget for customer involvement is allocated on an annual basis to support the following activities:

• Customer involvement staffing costs;• Annual grants to recognised Tenant and Resident

Associations;• Two six-monthly customer training programmes;• Printing and publicity;• Meeting room hire and refreshments;• Reimbursement for out of pocket expenses;• Postage and stationery;• Mystery shopping and customer inspections;• Annual Customer Conference;• Annual grant to Stockport Tenants’ Federation• Consultation including surveys and young people’s events;

and• New participation activity.

Expenses for individual customers

Stockport Homes has adopted a low-income friendly policy to ensure that customer involvement does not discourage anyone from getting involved because of cash flow and income. We will cover out of pocket expenses for travel and other reasonable costs to enable you to attend meetings, events, focus groups, conferences and training courses.


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Any activity we organise is held in an accessible venue at a variety of locations around Stockport.

We can cover:

• Travel costs;• Child and adult care costs; and• Food and refreshment costs.

Full details can be found in our ‘Claiming Expenses’ leaflet.

Expenses for recognised groups

Grants will be made available to groups recognised by Stockport Homes. As a minimum, recognised groups will have a constitution following the model as documented in the Stockport Homes ‘How to Set up a Community Group’ information pack for new groups.

Starter grants of up to £250 will be made available to help new groups to:

• Generate wider community support;• Arrange meetings including room hire if needed; and• Printing and publicity.


Annual grants are available to active, formally recognised (constituted) groups after the group’s accounts have been audited and an Annual General Meeting held.

For groups to be formally recognised by Stockport Homes they need:

• An agreed constitution and code of conduct;• Annual audited accounts;• To hold an Annual General Meeting; and• A committee that has a majority of tenants.

Discretionary grants of up to £250 can be made to assist established groups to develop further. This grant will be based on demonstrated need for the additional funding above the annual grant. To claim this funding groups will need to have:

• Carried out a consultation exercise; and

• An action plan for what they want to achieve showing how the money will be spent.


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Where customers have expenses linked to the business of their group rather than specific Stockport Homes business, expenses cannot be claimed from Stockport Homes. For example, a Customer Action Group or Area Forum meeting is Stockport Homes business; a local meeting called by the group is not.

Customers may be able to reclaim expenses directly from their group treasurer but this is subject to the group’s own local arrangements.

Stockport Homes recognises that for customers to be fully engaged some training may be required and we are committed to providing a training programme which is open to any Stockport Homes customer to access free of charge.

For other training events and conferences not provided by Stockport Homes, fees and expenses will be paid by prior agreement with the Customer Involvement Manager.


Customer training programme – Skills for Life

We offer a variety of free learning and training courses to all customers through our ‘Skills for Life’ programme. Courses are run in a six monthly cycle. We work in partnership with other local agencies and training providers throughout Stockport and aim to provide something for everyone. There is no limit to the number of courses you can attend.

We regularly evaluate the courses we have provided and consult customers on what courses they would like to see available in the future.

Our courses aim to satisfy at least one of the following criteria:

• Develop skills to help you to maintain your tenancy;• Courses that could help you to

secure employment;• Empower you to get involved

in your local community;• Help to improve your family life

and home;• Learn more about Stockport

Homes and how our services work.


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Courses are grouped into colour coded themes so that it is easy to spot the ones you may be interested in. There are a range of ways that you can book on a course:

• by completing and posting in a booking form;

• by telephone;• through the website;• text; or• email.

Our Customer Training Charter clearly sets out what you can expect from us when you book on to a course and details your responsibilities as a course attendee. To get the most from our courses we ask customers to attend every session of the course or to notify us as soon as possible if they are unable to attend.

We will:

• Provide assistance with transport, child or dependent care and will reimburse any reasonable out of pocket expenses to enable you to attend a course;

• Wherever possible, we will support customers to develop the skills and knowledge they have gained from a course through providing advanced or further learning opportunities;


• Keep your details on a waiting list if a course is fully booked and run additional courses where possible;

• Provide a ‘Certificate of Attainment’ to all customers who successfully complete a course as a record of what they have learnt;

• Offer course attendees a free ‘Learning Portfolio’ to store any certificates, record achievements and log any interests, goals, skills or jobs you are interested in pursuing;

• Send you a confirmation of your course booking within seven days of receipt of your booking slip;

• Send you a text or telephone reminder before the start of the course;

• Confirm with you any arrangements we have made on your behalf such as transport or childcare;

• Provide any equipment or materials necessary to complete the course;

• Give you as much notice as possible of any changes to the course; and

• Hold courses in suitable and accessible venues.


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HeaderCustomer Feedback – How you can compliment, complain or comment on our services

Stockport Homes has adopted an approach to Customer Feedback which encourages positive feedback (compliments) as well as negative feedback (complaints) and general comments. All types of feedback can lead to changes and improvements in the way that services are delivered.

Everyone likes to get praise when they have done a job well. If you are pleased with the service you have received from Stockport Homes, please tell us so we can make sure we provide the same kind of service across the organisation.

Sometimes a service is not as good as you expect it to be. It is important that you let us know if this happened, as we can then use this information to ensure we can improve the service you and others receive.

Stockport Homes has a four stage process for dealing with complaints.

We will:

• At stage 1: complaints will be dealt with by the relevant Officer;

• At stage 2: complaints will be dealt with by the relevant Manager;

• At stage 3: the complaint will be referred to the Complaints Appeal Panel. The Panel is made up of two trained customers who, along with a Service Director, assess complaints that have been taken through the two stages of escalation but still have not been resolved to the customer’s satisfaction. They review all of the information and agree a final written response; and

• At stage 4: The customer will be referred to the Local Government Ombudsman.

If you would like to compliment a service, make any comments or a complaint, please contact us (see page 66 for contact details).


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HeaderMonitoring and Reviewing the Partnership Agreement

Customer Feedback – How you can compliment, complain or comment on our services

Contacting Stockport Council’s Strategic Housing Team

The Strategic Housing Team are available to customers of Stockport Homes if a dispute or concern regarding Stockport Homes’ service provision or performance was raised. This will be done through the existing methods of involvement and contact details will be made available in relevant publications.

Whilst it would normally be expected that any particular issues or concerns should be raised through the normal communication channels, including the complaints procedure outlined on pages 60-61, with Stockport Homes directly, Stockport Council will:

• Attend any customer involvement event at the request of the group / meeting if any areas of concerns arise regarding Stockport Homes that cannot be resolved though existing mechanisms;

• Take appropriate action through the existing monitoring arrangements to resolve any outstanding issues;

• Escalate any outstanding issues to the Quarterly Monitoring Meeting with the Chief Executive / Chair of Stockport Homes and the Service Director for Regeneration / Executive Member for Regeneration from Stockport Council for resolution.

The Partnership Agreement will be monitored regularly by:

• A dedicated group of staff and customers who will meet to discuss and review the Agreement on a six monthly basis and develop an action plan to set standards for future involvement;

• Conducting a full customer survey at least every two years which will assess customers’ satisfaction with the opportunities to get involved;

• Comparing the service with other high performing organisations and learning from others;

• Carrying out regular impact assessments of customer involvement activities to review whether objectives have been met, outcomes for customers delivered and value for money achieved;

• Reviewing the Customer Involvement Database and the profile of involved customers on a quarterly basis to ensure it is representative and inclusive of our customers; and

• Evaluating the impact of the Partnership Agreement on Performance Indicators (PIs).


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Stockport Homes are committed to making the Partnership Agreement a success and ensuring that it meets your needs. This will require regular review to ensure that:

• There is effective and inclusive involvement in the development of services;

• We respond quickly and effectively to any areas of concern which are identified;

• Good feedback mechanisms are in place; and• Involvement leads to outcomes for customers,

improvements to service delivery and provides value for money.

This Partnership Agreement will be fully reviewed in 2012.

Monitoring and Reviewing the Partnership Agreement

Monitoring Performance – Our Performance Indicators

Performance Indicators provide information on how a service or part of a service is performing. This information can be a percentage or a number. There are PIs for all our services and they help customers, the Board and Managers to see what we are doing well and where we need to take action to improve services.

Our Performance Indicators for Customer Involvement are:

• Percentage of participants who rated customer training events as ‘good’ or ‘excellent’;

• Percentage of customers who attended customer events (CAGs, Forums, Customer Conference) and rated them as ‘good’ or ‘excellent’.

• Number of community / consultation events targeting hard to reach groups;

• Percentage of customers involved in Stockport Homes through formal involvement methods;

• Percentage annual increase in the number of customers involved;

• Percentage of Quality Panel actions completed;• Total funding provided to tenant groups;• Percentage of residents satisfied that their views are being

taken into account; and• Percentage of residents satisfied about being kept

informed by their landlord about things that affect them.


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If you have any comments about this Partnership Agreement or would like any further information, please contact the Customer Involvement Team at:

1 St. Peter’s SquareStockportSK1 1NZ

Tel: 0161 474 2862Email: [email protected]: 07891 949 399Fax: 0161 474 2869

Housing Information Centre Opening Hours

Monday: 8.30am - 4.30pmTuesday: 9.30am - 4.30pmWednesday: 8.30am - 4.30pmThursday: 8.30am - 4.30pmFriday: 9.30am - 4.00pm

Further information is also available at:

West Area Housing OfficeBridgehall Community CentreSiddington AvenueAdswoodStockportSK3 8NRTel: 0161 474 4371Fax: 0161 477 4879Email: [email protected]

West Area Office Opening HoursMonday, Tuesday, Thursday: 8.30am – 5.00pmWednesday: 8.30am – 1.00pmFriday: 8.30am - 4.30pm

East Area Housing Office1 Berwick ParadeNorthumberland RoadBrinningtonStockport SK5 8LQTel: 0161 474 4372Fax: 0161 406 8377Email: [email protected]

East Area Office Opening HoursMonday, Tuesday, Thursday: 8.30am–5.00pmWednesday: 8.30am-1.00pmFriday: 8.30am - 4.30pm


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Housing Information PointsHazel Grove Library Beech Avenue Hazel Grove Stockport SK7 4QPTel: 0161 217 6009Fax: 0161 483 9864Email: [email protected]

Dialstone Library Lisburne Lane OffertonStockport SK2 7LLTel: 0161 217 6009Fax: 0161 474 2531Email: [email protected]

Bredbury Library George Lane Bredbury Stockport SK6 1DJTel: 0161 217 6009Fax: 0161 430 4384Email: [email protected]

Contacting us and other useful contacts

Useful Contacts

The Tenant Services AuthorityTenant Services Authority4th FloorOne Piccadilly GardensManchesterM1 1RGTel: 0845 230 7000Email: [email protected]

Chartered Institute of HousingOctavia HouseWestwood WayCoventryCV4 8JPTel: 024 7685 1734Fax: 024 7669 5110Email: [email protected]: www.innovationintoaction.org


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Department of Communities and Local GovernmentEland HouseBressenden PlaceLondonSW1E 5DU

For enquiries about the Tenant Empowerment Grant programme, and Tenant Participation Compacts, please contact the Tenant Services Team on:Tel: 020 7944 3488Fax: 020 7944 3489Email: [email protected]: www.odpm.gov.uk

The contact list for approved Section 16 agencies funded by The Tenant Empowerment Grant Programme can be accessed at:http://www.odpm.gov.uk/stellent/groups/odpm_housing/documents/page/odm_house_601754.hcsp

National Communities Resource CentreTrafford HallInce LaneWimbolds, TraffordChesterCH2 4JPTel: 01244 300 246Fax: 01244 300 818Email: [email protected]: www.traffordhall.com

National Housing FederationLion Court25 Proctor StreetLondon WC1V 6NYTel: 0207 067 1010Fax: 020 7067 1011Website: www.housing.org.uk

Tenant Participation Advisory Service (TPAS)5th Floor, Trafford House, Chester Road, Manchester, M32 0RS Tel: 0161 868 3500 Fax: 0161 877 6256 Email: [email protected]: www.tpas.org.uk

Tenants’ and Residents’ Organisations of England (TAROE)Cora Carter Secretary, TAROE41-42 Estate BuildingsRailway StreetHuddersfieldWest YorkshireHD1 1JYTel: 01484 223466Fax: 01484 223478


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AGM Annual General Meeting held by formal Tenant and Resident Groups.

ALMO Arms Length Management Organisation, an organisation that manages Council Homes on behalf of the Council. Stockport Homes is an ALMO.

ASB Anti-Social Behaviour.Audit Commission

The organisation that inspects and assesses the performance of local authorities, ALMOs and housing associations.

BME Black and Minority Ethnic – customers who have a different cultural background to the majority of residents in the city.

CAGs Customer Action Groups – focus groups of staff and customers that meet on a regular basis to review and improve specific service areas.

Customer Buddies

A buddy is another customer who will pair up with other customers who are new to a meeting or event to help them to feel comfortable and confident.

CIRCLE Group

A network of housing providers based in the North West who share information and reality check each others services.

Compact Another term for a Partnership Agreement.Constitution A set of rules adopted by formal groups. Code of Conduct

Ground rules for meetings that help to regulate behaviour and ensure everyone’s contribution is valued.

Jargon Buster - What does it all mean?

CSP Customer Scrutiny Panel - A group of customers who carry out in-depth scrutiny of services.

Customer Inspectors

Customers who are members of the Quality Panel and carry out reality checks and mystery shops of services.

EIB Estate Improvement Budget – customers propose local projects for additional funding.

Homechoice Stockport Homes’ choice based lettings service that allows applicants for re-housing to bid for properties.

Leaseholder A person who has bought their flat and pays a service charge towards the upkeep of the building and communal areas.

Menu of Involvement

A document that sets out the different ways that customers can get involved and how much time is needed for each method.

Mystery Shopping

An activity undertaken by the Quality Panel to check how services are delivered.

NHO Neighbourhood Housing Officer.Quality Panel The term used for our group of Customer

Inspectors.PIs Performance Indicators – targets that allow us to

review and monitor how we are doing. Skills for Life A programme of free learning and training courses

available to customers of Stockport Homes.TA Schemes Temporary Accommodation Schemes.TRAs Tenant and Resident Associations – a group of

people who represent their local community.


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Accessing our Services

This leaflet gives you a summary of the Partnership Agreement. If you would like a version of this in large print, Braille, on audio tape or CD, please contact the Social Inclusion Team on 0161 474 2860 or email [email protected]

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