Tenant engagement –
sheltered and supported
accommodation.
Suzanna Wood
Housing Scrutiny 21.3.18
Waltham Forest Housing – engaging
with our sheltered residents• Working with resident engagement team to feed into
2018-21 refreshed resident engagement strategy
• Tailored consultation approach, taking account of mobility,
mental/physical health issues
• Group meetings and one-to-one meetings
• Involving family/carers/advocates
• Example – used specialised consultants alongside
Independent Living Officers to work with residents on
recent service review 2
Scheme upgrades – refurbishment
programme• Joint working with property services, contractors and Housing
Strategy and Investment team
• Newsletters, consultation meetings, residents’ working group
• Brought furniture samples, paint colours, fabrics and mood boards
for residents to make choices
3
Involvement in service delivery
• Repairs contractors holding surgeries in schemes
• Customised template to report repairs and monitor
progress – support available if required
• Monthly resident meetings – for residents to raise issues,
suggest areas for discussion and share information
• Disability Forum for WFH residents –strong representation
from sheltered tenants
4
Community events
• Twice monthly scheme events –
developed in consultation with residents
eg health screening, benefits advice,
healthy eating
• Entertainment and festivities
• Lime Court – resident-led communal
garden work, supported by WFH and
contractors Osborne and Aston
• Resident engagement day for WFH
residents – high attendance from
sheltered tenants5
Peabody
• Doreen Capstan House and Welcome Court
• Sheltered Residents’ Forum – elected reps ensure that
sheltered tenants can comment on and influence services
• Digital inclusion – Network inter-generational IT coaching
• Bingo, coffee mornings, birthday parties
• Boccia sessions in partnership with Leyton Orient trust
6
• Minibus trips – garden
centres, cultural events,
seaside trips
Clarion
• Tenants encouraged to participate in service improvement groups,
resident engagement days
• Windmill Court (extra care scheme):
• Weekly family and advocate sessions – raising concerns and queries
• Monthly house meetings – feedback, consultation, info sharing
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• Community activities – tai chi,
music sessions, digital
inclusion, yoga, themed
lunches
Anchor Housing
• Specialist retirement housing provider
• Service involvement - customer forums, surveys, written
updates on policies, newsletters, notice boards
• Activities and events within schemes and in wider
community
• Quiz nights, resident-organised outside visits (dial-a-ride),
tai chi, bingo
• Info sessions – benefit advice, flu jabs, health information
8
Christian Action HA
• Retirement housing local offer – service promise based on
feedback from house meetings, surveys and 1-1 meetings
• Monthly house meetings
• Older Residents’ Audit Panel – 4-monthly meetings, with
representatives from retirement schemes, and staff – discussing
events and reviewing policies and procedures
• Estate champions – monthly inspections
• Activities – keep fit, Nordic walking, tai chi, line dancing, quizzes,
coffee mornings9
London & Quadrant
• Resident consultation for new projects – engaging
residents from the start to enable them to shape the
service
• Business Development team attend tenants’ meetings to
promote engagement and note concerns
• Partnership with Team Up
• “Get Active” project – developed in response to survey
indicating tenants wanted more physical and outdoor
activity - gardening, walking, cycling, photography
• Bi-monthly “themed month” – tenants can bid for grant to
host an event10
Outlook Care
• Medium/High support needs around mental health
• Focus on communication – some residents have complex needs
• Quarterly speak-up forums – Sea Change advocacy group,
using art, music and drama
• Experts by experience – service users receive training to input
into audits/inspections
• Service users involved in recruitment at all levels
• Residents encouraged to develop employability skills
11
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