Post on 23-Jul-2016
description
SUPPORTING COMMUNITIES NI
MEN
U O
F SE
RV
ICES
FO
R H
OU
SIN
G A
SSO
CIA
TIO
NS
This brochure gives an overview of the services
Supporting Communities NI can offer Housing
Associations. Services can be tailored to meet the
requirements of your organisation and tenants.
Supporting Communities NI will be delighted to
discuss your organisations requirements
providing a competitive rate for any work
requested.
If you are interested in availing of any the above
services or indeed you would like something else
more specific please do not hesitate to contact our
Housing Association Development Officer
Sheenagh McNally.
Email: sheenagh.mcnally@supportingcommunitiesni.org
or
Telephone: 028 3834 2792
Sheenagh will be delighted to meet with you to discuss your needs and
thereafter develop a proposal with associated costs.
Supporting Communities NI
34-36 Henry Street,
Ballymena,
BT42 3AH
Tel: 028 2564 5676
Email: info@supportingcommunitiesni.org
Web: www.supportingcommunitiesni.org
Supporting Communities NI has worked with tenants, tenant/community
associations, social landlords, statutory and voluntary agencies for over
35 years and has a track record in delivering a high quality professional
and flexible service to all its stakeholders.
SERVICE SUPPORTING COMMUNITIES NI CAN: SERVICE SUPPORTING COMMUNITIES NI CAN:
TENANT
PARTICIPATION
TENANT
ENGAGEMENT
Assist Housing Associations to develop a
‘meaningful’ Tenant Participation Strategy
Assist Housing Associations to develop an
Implementation Plan
Review and Monitor Tenant Participation Strategy
Review existing structures and practices
Review Tenant Participation Strategy
Assess Tenant Participation Strategy in line with
10 Principles outlined in Tenant Participation
Strategy NI 2015-2020
Identify good practice and weaknesses to enhance
Tenant Participation Strategy
Advise on best methods of engagement to suit
customers
Undertake Tenant Engagement surveys (including
collating and analysing data)
Facilitate Focus Groups with tenants, staff and
Board members.
Support Tenant Participation Officers
Provide Training as requested
Assist organisation to develop Scrutiny Panel/s
Provide advice and support to Scrutiny Panel/s
Provide Scrutiny training e.g.
Basic Scrutiny Awareness
Developing Scrutiny for your organisation
This is a service that Supporting Communities NI
could provide for a number of Housing
Associations
STAFF SUPPORT
SCRUTINY
BENCHMARKING
SERVICE SUPPORTING COMMUNITIES NI CAN: SERVICE SUPPORTING COMMUNITIES NI CAN:
CUSTOMER
JOURNEY
MAPPING
SCNI can:-
Develop programme
Provide training for tenant led inspectors
Undertake inspection/provide Independent
Support during inspection process
Develop Report and Recommendations
What is Customer Journey Mapping?
The purpose of Customer Journey Mapping is to get
the tenants experience of a particular service
provided by a landlord. The tenant is interviewed and
is taken through the landlords policies and
procedures and asked their experience at each stage.
The feedback is recorded and recommendations are
made for improvement with good practice also
recorded.
SCNI can:-
Develop programme
Support Customer in exercise
Develop Report and Recommendations
Tenant Participation and Community
Development*
How to involve tenants
Community Capacity Building Level I, 2 and 3*
Effective Meeting and Good Governance
Developing a Good Tenant Participation
Strategy
Understanding Scrutiny
Digital Inclusion Training *
Team Building
Understanding Diversity within Communities
Monitoring and Evaluating Services
Social Enterprise *
All training courses can be delivered at a time and
venue that best suits your needs and is accessible
to your organisation. They can be delivered over
one/two days or at residential
Training courses are certified through the Open
College Network NI (OCN NI)
Please note this is not an exhaustive list and
other ‘Bespoke’ training can be developed to suit
your organisations needs.
TRAINING
For Tenants, Staff
and Board Members
SERVICE SUPPORTING COMMUNITIES NI CAN: SERVICE SUPPORTING COMMUNITIES NI CAN:
DIGITAL
INCLUSION
ADVICE
MYSTERY
SHOPPING
Computer Essentials Training OCN Level 1 -
6 Week course
Computer Essentials Training OCN Level 2 - 10
Week course
Informal ‘How to’ Sessions on a range of IT topics
Bespoke Computer Awareness Training
Social Media Do’s and Don’ts
Reach the ‘hard to reach’ with the ‘Bridging the
Digital Divide Project’ (currently in pilot phase)
SCNI can provide advice on:
Approaches to involvement
Good Governance
NB Supporting Communities NI is a ‘Helper’
group for Charities Commission NI
Models of Good Practice
Funding Opportunities
What is Mystery Shopping?
The purpose of Mystery Shopping is to examine how
organisational policies and procedures are translated
into actual customer service provision. In other words
it focuses on the customer’s experience of Housing
Management. Mystery Shopping is not used to
‘catch people out’; queries are not obscure or
complicated. The scenarios used relate to everyday
issues and Mystery Shoppers are objective in their
approach
SCNI can:-
Develop Mystery Shopping Programme
Provide training for tenant Mystery
Shoppers
Carry out Mystery Shopping exercise
Develop Report and Recommendations
What is Tenant Led Inspection?
Tenant Led Inspections are where a small team of
customers, i.e. tenants, work together to closely
examine the service provided by a landlord e.g. NI
Housing Executive, Housing Association’s. They
provide an opportunity to examine how
organisational policies and procedures are
translated into actual customer service provision. In
other words, they focus on the customer’s
experience of Housing Management. Tenant Led
Inspections should complement other existing
research such as, tenant satisfaction surveys,
Customer Journey Maps and the Mystery Shopping
Exercise.
TENANT LED
INSPECTIONS