STROUD DC
TENANT AND LEASEHOLDER INVOLVEMENT
POLICY
1
Reviewed 15/10/2013
PART 1
POLICY BACKGROUND & COVERAGE
Introduction
1.1
The Council aims to provide a first class housing service and to play our part in
providing each tenant and leaseholder with a home and an environment of which
they can be proud. We will ensure that every tenant and leaseholder has the
opportunity to play a full part in everything we do and that we are willing to account
for all our actions and activities as their landlord.
1.2
This policy details the arrangements for consulting with tenants on changes to
housing management and for involving tenants and leaseholders in the management
of homes and estates in the ownership of the Council.
1.3
All policies have been developed jointly by councillors, tenants and members of staff.
Key Principles of the Tenant and Leaseholder Involvement Policy
2.1
The key principles of the Tenant and Leaseholder Involvement Policy are to:

plan services with tenants and leaseholders and be open and honest as to
whether they are delivered to agreed standards
support the development and activities of all tenant and leaseholder
groups
reach out and involve as many tenants and leaseholders as possible in the
ways they feel most comfortable with
keep tenants and leaseholders informed on a regular basis as to what is
happening
support tenant and leaseholder involvement at a community level in all
aspects of their homes and neighbourhood
ensure that all work with tenants and leaseholders is properly funded and
that there is adequate support from trained staff





2.2
The Head of Housing Management will be responsible for the overall implementation
of Tenant and Leaseholder Involvement Policy.
2.3
The Council fulfils its Tenant and Leaseholder Involvement responsibilities through a
combination of the following policies:





Formal consultation with tenants and leaseholders
Formal tenant and leaseholder involvement
Support for established tenant and resident groups
Informal tenant and leaseholder involvement
Community development work
2
Reviewed 15/10/2013
Relevant legislation and regulatory compliance
3.1
The Council will ensure that it manages its estates in accordance with best practice
and relevant policy and legislation, including the following:





PART 2
Housing Act 1985
Landlord and Tenant Act 1985
Commonhold and Leasehold Reform Act 2002
Equalities Act 2010
Homes and Communities Agency Standards 2012
FORMAL CONSULTATION WITH TENANTS AND LEASEHOLDERS
Introduction
1.1
The Council will ensure that it meets it statutory obligations to consult with tenants
and leaseholders.
Formal consultation with tenants and leaseholders on matters of housing
management which substantially affect them
2.1
The Council will consult with tenants who are likely to be substantially affected by a
matter of housing management.1
2.2
In all instances where the Council considers that tenants and leaseholders (either all
tenants and leaseholders or some tenants and leaseholders) are substantially
affected by a housing management matter we will write to all affected tenants and
leaseholders setting out:



the proposed change
the reasons for the proposed change
how the change will affect tenants and leaseholders
Our letter will also provide affected tenants and leaseholders with the opportunity to
provide their views on the proposed change by a deadline date, 28 days after the
date of the letter. Affected tenants and leaseholders will be able to provide their views
either in writing, by letter, e-mail or text or in person by arranging a meeting with a
member of staff or speaking to a member of staff by telephone.
2.3
We will also make arrangements to hold meeting(s) to which affected tenants and
leaseholders are invited, where we will explain:



the proposed change
the reasons for the proposed change
how the change will affect tenants and leaseholders.
1
For the purpose of this policy a matter of housing management is one which relates to the
management, maintenance, improvement or demolition of homes let by the Council.
3
Reviewed 15/10/2013
During the meeting we will provide affected tenant and leaseholders with the
opportunity:


to ask questions about the proposed change
give their views on the proposed change
2.4
In reaching its final decision on a matter of housing management which substantially
affects tenants and leaseholders, the Council will have ‘due regard’ to the views, both
written and verbal expressed by tenants and leaseholders during the consultation
period.
2.5
Following the Council reaching a decision on the proposed change to housing
management, we will write to all affected tenants and leaseholders to advise them of
the following:




PART 3
the details of the change that will affect tenants and leaseholders
the reasons why we feel this change is necessary
a summary of observations received during the consultation and our
response to them
details of when the change will take effect
FORMAL TENANT AND LEASEHOLDER INVOLVEMENT
Introduction
1.1
The Council will establish formal mechanisms for engaging with Tenant and Resident
Associations, to seek their views on proposed changes to housing management
matters, issues of service quality and to monitor the delivery of services.
Formal mechanisms to engage with tenants and leaseholders
2.1
We will recognise all members of the Tenants’ and Residents’ Forum who comply
with our recognition criteria, set out at Appendix 1. This definition of Tenant and
Resident Associations’ includes Tenant Management Organisations.
2.2
We will recognise members of the Tenants’ Rural Forum who comply with our
recognition criteria, as set out in Appendix 2.
2.3
We will recognise the Sheltered Area Forums and their elected representatives.
2.4
We will recognise the four Service Development Groups which deal with operational
matters within the involvement structure.
2.5
We will formally consult with all recognised tenant and leaseholder groups on matters
of housing management.
2.6
We will invite two representatives from each of the recognised Tenants’ and
Residents’ Forum, recognised Sheltered Area Forums and recognised Rural
Tenants’ Forum representatives to have membership of the Stroud Council Housing
4
Reviewed 15/10/2013
Forum. In addition, we will invite one representative from each of the Service
Development Groups to have membership of the Stroud Council Housing Forum.
The Stroud Council Housing Forum is made up of tenant representatives and
councillors and provides recommendations on strategic decisions made by Housing
Committee about the delivery of services to tenants and leaseholders.
2.7
We will recognise members of the leaseholder forum.
2.8
We will recognise members of the Tenant Scrutiny Panel who comply with the terms
of reference for the panel. The role of the Scrutiny Panel will be to undertake reviews
of specific aspects of the delivery of the landlord function and make
recommendations for change. Current Stroud District Council tenant or leaseholder
or the partner, spouse or other household member of a Stroud District Council tenant
or leaseholder can apply to be a panel member.
PART 4
SUPPORT FOR RECOGNISED TENANT AND LEASEHOLDER GROUPS
Introduction
1.1
We will offer support to recognised tenant and resident groups to enable them to play
an active role in the development and improvement of landlord services. We will also
offer support to individual tenant and leaseholder representatives to enable them to
contribute to the development and improvement of landlord services.
Financial support to recognised tenants’ and residents’ associations
2.1
We will provide a start up grant for all tenants’ and residents’ associations which
meet our recognition criteria.
2.2
We will provide an annual grant for tenants’ and residents’ associations.
2.3
We will establish an Environmental Fund each year within our budget, to which
recognised tenant and leaseholder associations can apply for funding to undertake
environmental improvements on our estates.
2.4
We will make available, from time to time, grants to fund special projects identified by
recognised tenants’ and residents’ associations
2.5
We will provide budgets for the support of tenant involvement and community
development activities each year
Financial support for rural tenant voices and tenant street representatives
3.1
We will provide an annual grant.
Financial support for the tenant scrutiny panel
4.1
We will provide a budget for the support of scrutiny and co-regulatory activities each
year
5
Reviewed 15/10/2013
Payment of expenses to recognised tenant and leaseholder representatives
4.1
We will make payments for expenses in line with the Tenant Expenses Policy, as set
out in Appendix 3.
Officer support for tenant and leaseholder involvement
5.1
Our officers will support existing members of the Tenants’ and Residents’ Forum,
Rural Tenants’ Forum, Sheltered Area Forums, Leaseholder Forum and Stroud
Council Housing Forum by:
 providing guidance on ensuring that they retain their status as recognised groups
 attending meetings of recognised groups
 providing assistance in identifying membership of the group and assistance in
balloting tenants and leaseholders
 providing an induction pack for new committee members and representatives
5.2
Our officers will help promote the establishment of new tenant and resident groups
and rural tenant representatives by promoting the benefits of involvement to areas
which are not served by recognised groups or representatives.
5.3
Our officers will support the four recognised Service Development groups through
training, advice and administrative assistance.
5.4
Our officers will support the recognised Tenant Scrutiny Panel through training,
advice and administrative assistance.
PART 5
INFORMAL TENANT AND LEASEHOLDER INVOLVEMENT
Introduction
1.1
The Council will ensure that it uses feedback provided by tenants and leaseholders
through a range of mechanisms to drive improvement in the delivery of landlord
services.
Informal mechanisms for tenant and leaseholder involvement
2.1
We will develop a range of mechanisms to enable tenants and leaseholders to
provide us with their views on the services we provide, including through community
development activities.
Stroud Tenant Voice
3.1
We will establish and fund the working of the Stroud Tenant Voice. The group will
consist of tenants or leaseholders who have told us that they are willing to provide
their views to us via surveys. We will work to actively recruit members of the group.
3.2
We will use the Stroud Tenant Voice group to provide us with feedback on service
quality, service developments and their experiences of using our services. Members
of the group will provide their views by either completing a postal questionnaire and
returning it to us in a pre-paid envelope or completing an on-line survey form.
6
Reviewed 15/10/2013
3.3
We will publish the results of Stroud Tenant Voice group surveys in our tenants'
newsletter and on our website.
3.4
We will use the feedback provided by the Stroud Tenant Voice group to inform our
decisions about service development and the delivery of services.
Informal discussion groups
4.1
From time to time we will form an informal discussion group with groups of tenants
and leaseholders, to discuss service developments, service quality and their
experience of our services. For example, we may want to establish a discussion
group with young tenants or with leaseholders to discuss specific issues and to
obtain their views on proposed service improvements.
4.2
When we require tenants and leaseholders to participate in informal discussion
groups we will advertise for group members in our tenants’ newsletter and on our
website and through social media. We may also contact particular target groups of
people as appropriate.
4.3
Tenants and leaseholders who participate in such discussion groups will receive
payments in line with the Tenant Expenses Policy.
Telephone surveys
5.1
From time to time we will conduct telephone surveys with tenants and leaseholders
to obtain their views on the range of services they receive from us. Surveys maybe
conducted following a call made by a tenant to us or by us contacting tenants who
have used a specific service in the recent past to obtain their views.
5.2
We will publish the results of such surveys in our tenant newsletter and on our
website.
Tenant survey
6.1
From time to time we will conduct postal surveys with tenants and leaseholders to
obtain their views on various aspects of the range of services they receive from us.
6.2
Every three years we will undertake a survey of all tenants and leaseholders to
establish their level of satisfaction with the range of services we provide. The survey
will be a postal survey, sent out with our tenants' newsletter and we will provide a
free prize draw open to tenants and leaseholders who return a completed
questionnaire by the deadline date.
6.3
We will publish the results of such surveys in our tenant newsletter and on our
website.
Mystery shoppers
7.1
We will advertise and recruit tenants and leaseholders to act as “mystery shoppers”,
providing us with their views on their experience of the services we provide.
7
Reviewed 15/10/2013
7.2
All tenants and leaseholders who act as “mystery shoppers” will receive payments in
line with the Tenant Expenses Policy.
7.3
We will publish the results of “mystery shopper” surveys of our services in our tenant
newsletter and on our website.
PART 6 – KEEPING TENANTS AND LEASEHOLDERS INFORMED
Introduction
1.1
The Council will keep tenants and leaseholders informed about the delivery of
landlord services, related services and proposed service improvements.
Mechanisms for keeping tenants and leaseholders informed
2.1
We will use a variety of mechanisms to keep tenants and leaseholders informed
about our services, other services that may have an impact on their lives and our
proposals for service improvement.
Tenant and leaseholder newsletter
3.1
We will publish our tenant and leaseholder newsletter (Keynotes) four times each
year and our regular sheltered housing newsletter as part of our statutory duty to
communicate information about our services. We will actively encourage tenants and
leaseholders to provide articles for inclusion in the newsletter.
3.2
We will establish an editorial panel for the newsletter of officers and tenants who will
work in partnership to agree on the content and ensure that the style of the
newsletter is balanced, relevant, clear and readable.
Website
4.1
We will ensure that our website provides clear information about all aspects of our
services, including answers to frequently asked questions and information about how
to access services.
4.2
We will publicise forthcoming tenant events and meetings through the website and
social media.
2.6
We will include on our website details of all established Tenant and Resident Groups
and of all other ways in which people can become involved.
PART 7
EQUALITIES
Introduction
1.1
The Council is committed to giving an equal service to all. Any action taken under
this policy will comply with current equalities legislation.
8
Reviewed 15/10/2013
Procedures and Practices
2.1
The Council’s staff and contractors will operate in such a way to ensure that their
procedures and practices are sensitive to the needs of individual residents and to
ensure that they do not discriminate on the grounds of:







2.2
ethnicity
age
disability
religion or belief
gender
sexual preference
gender identity
Enforcement of the Tenant and Leaseholder Involvement Policy will from time to time
need to be tailored to meet the needs of individuals, for example the approach to
consulting with individual tenants or leaseholders, or groups of tenants and
leaseholders, may vary from case to case because of the needs of tenants and
leaseholders. All cases will be considered on an individual basis.
Information
3.1
The Council will in all reasonable circumstances make information available in a
variety of information formats, including:




3.2
braille
large print
audio tape
community languages
Where specialist services are required to ensure that information is accessible to the
tenant or leaseholder, we will ensure that these are made available.
PART 8
PERFORMANCE MONITORING
Introduction
1.1
The Council will monitor its performance in delivering its Tenant and Leaseholder
Involvement Policy to ensure that the service is delivered effectively.
Performance Monitoring
2.1
To help achieve the Council’s aim of ensuring continuous improvement in the
services it provides and to ensure that it meets all statutory obligations, the Council
will put in place systems and processes which allow it to monitor and evaluate
performance.
2.2
The Council will constantly monitor service standards and its achievement of targets
in relation to the delivery of its Tenant and Leaseholder Involvement Policy.
9
Reviewed 15/10/2013
2.3
The Council will continually review its services by measurement against the
performance of other social housing providers, with the aim of achieving continuous
improvement and to ensure compliance with best practice
2.4
The following information will be reported every 3 years to the Housing Committee
and the Stroud Council Housing Forum:

2.5
the % of tenants who are satisfied with opportunities to be involved
We will ensure that appropriate performance information in relation to the
performance of the Tenant and Leaseholder Involvement Policy is published on our
website and in the tenant’s newsletter.
PART 9
REVIEW OF TENANT AND LEASEHOLDER INVOLVEMENT POLICY
1.1
This policy will be reviewed by the Tenant and Resident Involvement Service
Development Group and Leaseholder Forum every three years unless there is a
change in legislation or regulation.
1.2
Where there has been a change in legislation which has an impact on the policy, the
policy will be reviewed within 3 months of the legislation or regulation coming into
affect.
PART 10
APPROVALS
Date reviewed by the Service Development Group:
Date reviewed by the Leaseholder Forum:
19th November 2013
xxth December 2013
Date for review of the policy:
November 2017
10
Reviewed 15/10/2013
Appendix 1
11
Reviewed 15/10/2013
12
Reviewed 15/10/2013
Appendix 2
13
Reviewed 15/10/2013
14
Reviewed 15/10/2013
Appendix 3
Expenses and Incentives for Tenants who Get Involved
In order to support tenants who get involved, we provide reimbursement for out of pocket
expenses incurred when attending council approved meetings, workshops, training courses
and conferences.
Please see the table below to see whether you are eligible for any expenses when getting
involved.
Tenant and Resident Associations are provided with an annual grant which help cover out of
pocket expenses incurred.
1. Expenses explained
Travel costs
We will pay petrol costs in line with HM Revenue and Customs guidance (currently at 45p
per mile if you use your car or 24p per mile for motorcycles). You will need to make a note of
the actual distance travelled.
If you use public transport, we will repay bus and standard class train fares. We will need to
see your ticket. In some instances, if you need to travel by train, we can book tickets for you.
If you need to use a taxi to attend a meeting or event, we can book one for you. Please
contact the event or meeting organiser to arrange this as we have an account set up.
We will also cover parking costs, but not parking fines.
Expenses will generally only be paid in cash at each meeting or event. You will need your
ticket or a receipt.
If you are involved in multiple meetings or are attending conferences, then a claim form will
need to be submitted as soon as possible, within a maximum of one month from the date of
the meeting.
Child and adult care costs
We will pay reasonable childcare costs for children under 16 as well as care costs for
dependent adults or support workers.
We will reimburse costs at the national minimum wage. Child or adult care is not payable to
family members living in the same household. Child care is not normally payable for children
of school age during school hours.
How do I get paid?
Where possible, expenses are paid in cash at each meeting or event.
For petrol costs, you will need to provide the number of miles travelled and fill in a
claim form at the meeting. For tenants who attend a lot of meetings, we will need to
receive the claim form within one month of the meeting, and we will make payment
within two weeks directly into your bank account.
For bus or train fares you will need to provide a ticket or receipt.
For parking you will need to provide a ticket or receipt.
For child and adult care costs, you will need to complete a claim form and provide a
receipt or note from the carer.
15
Reviewed 15/10/2013
The meeting organiser will have forms available at the meeting or event.
If you think you will need to claim an unusually large amount, we may not be able to pay this
on the day. Please let us know in advance if you think this will affect you.
Overnight accommodation
Where an involved tenant attends an external conference, seminar or training event that
requires overnight accommodation this will be booked and paid in advance by Stroud District
Council. This is subject to the prior agreement with the appropriate Officer.
We will also contribute up to £15 subsistence expenses towards food if you are at a
conference or event which requires an overnight stay.
2. IT and Telephone support
We have a discretionary budget for IT and telephone support. Where involved tenants are
considerably out of pocket because of the use of IT or telephone, we can carry out an
assessment and see where we can help. Evidence of use will need to be provided. Please
contact an appropriate officer to discuss.
For members of tenant associations, IT and telephone costs are contributed to by your
annual grant. Advice and support is, however, available from officers with regards to
printing, photocopying and mail outs. Please contact an appropriate officer to discuss.
3. Incentives and Attendance Allowances
For SCHF members and Tenant Scrutiny Panel members we pay an attendance allowance
of £20 per meeting to recognise the level of commitment required for these roles. This will
be available as either a voucher payment or through Payroll. If you claim a voucher
payment, you will also need to complete a P9D form once a year which we will share with
HMRC. We will provide this for you.
As a rule, we do not pay incentives, however we recognise that for some projects additional
recognition may be needed for the skills and knowledge required. This will be paid at the
discretion of the project manager and at a maximum of £10 per day.
Any incentives or allowances may be subject to benefit or tax deductions, and you will need
to declare this to either the DWP or HM Revenue and Customs. If for any reason you cannot
claim or do not wish to claim an incentive or allowance, we can put the money into a fund for
future use, such as a contribution to an away day.
4. Tax and benefits
Out of pocket expenses paid to tenants are not classed as earnings and should not affect
benefit claims or tax returns, however an allowance or incentive must be declared. As at
2011/12, the tax free mileage allowance is 45p per mile (24p for motorcycles) up to 10,000
miles. We do strongly advise that tenants check their position with HM Revenue and
Customs and / or the Department of Work and Pensions. Tenant expenses claims can also
be subject to audit by internal and external auditors.
16
Reviewed 15/10/2013
Tenant Meeting
Travel
expenses
Carer /
Childcare
costs
IT & Telephone
Attendance
allowance /
incentive
£20 per
meeting (6 7 per year)
SCHF
 
Tenants and
Residents' Forum
 

Rural Tenants'
Forum
 

Tenant Scrutiny
Panel




Tenant Inspectors
Mystery Shoppers
Tenant training day
/ workshop

Discretionary IT &
telephone budget
 available
for involved
tenants who have
 difficulty accessing IT
and / or telephones

£20 per meeting
(12 per year)



Service
Development
Groups
 

New Tenants focus
group
 
£10
 
Optional at
discretion of
project manager
(max £10 per
day)
Task and finish
groups / One-off
project groups
Tenant association
and Rural tenant
Forum meetings
Expenses covered by grant
17
Reviewed 15/10/2013
IT & Phone Tenant Expenses management
We will assess tenant representatives needs on a case by case basis with regards to
providing out of pocket expenses for IT or telephone usage.
The assessment will be based on the following:
1) Evidence will be needed. This can be the following:
a. Itemised telephone / broadband bills.
b. Receipts.
2) Advice and assistance around telephone and broadband packages.
a. If tenants are on a package that is not affected by their usage, then we will
not pay any expenses.
b. We will assist tenants to get on better telephone or broadband packages if
their bills seem high.
c. Pay the difference if tenants take a larger package due to additional
responsibilities relating to the role.
What will we cover?
1) We will only cover “out of pocket” expenses.
2) Expenses will include:
a. Contribution towards IT or phone usage that is for tenant involvement work.
b. Printer cartridges
3) We will provide hardware on loan in cases where it would be more cost effective for
tenants (i.e. a laptop, mobile phone or printer).
18
Reviewed 15/10/2013