SUPPORTING COMMUNITIES NI

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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