RESIDENT INVOLVEMENT
STRATEGY 2015 - 2017
Definitions
Throughout this document where you read the word Resident this term refers to Council
Residents and Leaseholders.
Runnymede Council Resident Association – RCRA
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Resident Involvement Strategy
Introduction
This Strategy supports the Runnymede Borough Council (RBC) corporate goals which
are:




To establish a voice for Runnymede
To create an environment to be proud of
To regenerate our communities
To have healthy and vibrant communities
Runnymede aims to make a positive and lasting contribution to the neighbourhoods in
which our Residents live and where we work. It outlines our continued commitment to
ensure meaningful and timely involvement for our residents. Delivering the strategy
will be instrumental in achieving our corporate goals.
Aims
1.

To increase the level of Resident Involvement over the coming years

To give all our residents the opportunity to have a voice

To continuously improve the effectiveness of our services

To achieve greater transparency and accountability to our residents

To give our residents the power to influence the organisation

To assemble an effective set of residents that support and scrutinise
inspection of services using for example, panels, forums, or similar methods

To promote and facilitate social inclusion and community regeneration
Resident Involvement Standards

To actively encourage all our residents to take part who may wish to do so;

To maintain a database of residents who wish to be consulted via electronic/
phone/post/text methods;

To support the RCRA and the Resident Chair and Committee Members (see
page 7, Appendix 1);

To support Estate based Resident groups by offering relevant training,
guidance or financial input (see page 7, Appendix 4);
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
To improve on our existing services for our residents and use our website,
Streets Ahead magazine and other media channels to encourage resident
involvement opportunities, features and information

To support “ad-hoc” forums which we will develop from time to time. This
might include special interest groups designed to improve specific areas of
service, to ensure fairness and accessibility this may also include more
active involvement via the web or mobile technology.
Strategy Statement
Our vision for Resident Involvement is to:Improve the quality and extent of Resident Involvement within the Housing Services,
so that residents have influence over all housing activities. In order to deliver this
vision we will focus on the following strategic activities over the coming two years.
2.
3.
These are:

To increase resident capacity, so they can effectively scrutinize
performance and engage with the wider operational and business decisions,
ensuring that final decisions are fed back accordingly;

To engage the widest range of our residents as possible in housing
services, so that resident involvement activities are inclusive and
representative;

To further develop local accountability structures such as Resident led
groups, so our residents can help shape services and performance;

Undertake satisfaction surveys on issues important to residents;

To establish structures which will enable independent and meaningful
resident led scrutiny that has a connection with the governance of the
business;

To establish resident led inspections of services, triggered by resident
representatives;

To establish partnership working between residents and staff on service
improvements and promote good practice;

Widely publicise Resident Involvement activities through the Streets Ahead
resident magazine and any other available relevant media.
To ensure we are transparent RBC will:

The Chair of the RCRA is a Runnymede resident. The Chair will stand for
one year, after this time the role of Chair will be open for re-election on a
yearly basis. The existing Chair can be re-elected for a maximum period of 3
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consecutive years, after this time the position of Chair will be opened up for
re-election to a new Chair.
4.
5.

Actively seek the input from the RCRA on Housing related services,
initiatives, policies and procedures that are under review or being rewritten
(see page 7, Appendix 1)

Make available to our Residents policies, procedures, performance and
budgetary information

Involve the RCRA in the recruitment of Resident Involvement staff and
contractors when applicable

Offer training for our residents to improve and enhance their personal skills
and ability to become involved

Make available outcomes from mystery shoppers, forums, surveys, resident
meetings and panels to all those that participated and make it available to all
residents via all media channels

Increase the use of online communication and social media to distribute
information to a wider audience and respond to comments in a timely
manner
To give Residents the ability to influence the organisation RBC will:

Provide training for our residents to improve and enhance their personal skills
and employability

Provide training to support our Resident Involvement activities

Involve residents with service reviews and ensure residents have the
opportunity to be involved with strategic policies

Involve residents in developing and reviewing our equality objectives and
services
To promote and facilitate social inclusion and community regeneration
RBC will:

Support residents who want to develop community initiatives

Pay appropriate resident expenses that includes travel expenses and deliver
a range of incentives to residents such as vouchers and any other
associated costs, where applicable

Monitor and report relevant information on our Resident Involvement
activities to the wider community

Tailor community activities that are relevant to our communities groups, such
as an annual event for children, or an over 50‟s outing
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6.
To monitor and evaluate the effectiveness of Resident Involvement RBC
will:

Review Resident Involvement activities, taking into account the results of
Resident Involvement Surveys and feedback from our reviews and activities

Monitor equality of opportunities and levels of involvement by all sections of
the community by collecting and analysing data on ethnicity, disability, age,
gender, sexual orientation, etc. to ensure we promote diversity

Look at value for money, to ensure that the event/activity was cost effective
and the benefits to our residents were achieved
Training and empowerment
An annual budget is approved, which will set aside resources to deliver and specifically
develop Resident Involvement. This will be used to support the publication of the
Streets Ahead magazine, RCRA and Resident Inspectors and other Resident led
improvement services. We provide funding on a quarterly basis to support Resident
Groups. This money will be used to fund community events, equipment and other
sundries where appropriate, and is inclusive for all the Residents (see page 7,
Appendix 4)
Equal Opportunities and Diversity
Runnymede is a diverse community. we are mindful that understanding the differing
resident perceptions, views and preferences is important if we are to encourage
resident participation, improve services, increase resident satisfaction and deliver on
local service priorities. With this in mind we will ensure that an Equality Analysis is
carried out for each activity to ensure the initiative and services we deliver are inclusive
and meet the varied and diverse needs and aspirations of a wide variety of residents.
We will do this by developing a system offering choices to be involved at different
levels and abilities as residents see fit.
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Resident Involvement Team contacts:
Samantha Skeete: Resident Involvement Assistant
[email protected] 01932 425828 or 07824 430984
Amanda Kendall: Tenancy Manager
[email protected] 01932 425872 or 07500 882014
Pat Hollingsworth: Head of Housing
[email protected] 01932 425839 or 07881 008644
Jenny Hill: Chair RCRA
[email protected] 01932 568405 or 07811 863565
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Appendix
Main Elements of our current Resident Involvement structure
The Runnymede Council Resident Association (RCRA)
Consist of the Resident Chair and 11 committee members, who meet throughout the
year on a regular basis. The meetings are held at the main Council offices and other
locations around the Borough. They focus on best practice, service improvements and
other Housing related issues, on behalf of all Runnymede residents.
Estate Improvement Inspectors
Carry out routine inspections of the ground maintenance on their estate/area. The
Inspectors feedback to us with the results by completing a report card, and the results
are monitored and used to improve standards that are not being met.
Englefield Green Regeneration Group
Is a group working towards building and sustaining a community hub in Englefield
Green on the Forest Estate. The Hub provides services and activities for the local
community living on and around the estate for people of all ages, these include drop in
sessions, computer access, keep fit classes, activities for the under 5‟s and much more.
Estate Based Residents Groups
There are currently 2 local residents groups who meet on a regular basis.
You can get together with your neighbours and create a formal or informal Residents
group to:



Discuss issues on your estate or community
Work with local service providers to improve where you live
Plan events and outings which may benefit you and your neighbours
We will provide Residents with support, funding and training to make the group a
success.
Publications and Editorial Panel
Our editorial panel read through our publication for the Streets Ahead magazine articles
before it is published, they can comment, edit and make suggestions on the related
articles prior to printing.
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Surveys
We will regularly carry out postal, telephone, door to door and web based surveys of
randomly selected residents of all tenures. The results of the surveys are the starting
point for us when we are planning where to improve and what further consultation we
should undertake. We will publish all survey results on our website, in Streets Ahead
and in all other relevant media.
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Future Planning for RBC Resident Involvement
By 2017 RBC will actively seek to bring Resident Involvement to a stage where a
number of diverse groups that represent all of our residents have the opportunity to
become involved by varying means.
These will include:
Email Panel
Residents who are part of the panel will be sent information about our services and
initiatives by email to review and then provide us with an independent assessment.
Social Media
People are now using social media on a daily basis to communicate. Our aim is to
offer this option to groups who prefer this method of communication, ensuring that they
also have access to our services and can make the appropriate contact via these
channels.
Service Improvement Group including Estate Improvement Budget
We will work together and look closely at our services to see how they can be
improved and together make recommendations for service improvements. We will
report back to you with the outcome of our discussions. The Anti-Social Behaviour
Assistant conducts regular estate walkabouts, these are open to Residents to take part
in to look at key areas of concern or for improvement on their estates.
Mystery Caller Panel
As a Mystery Caller you can test different aspects of our services such as repairs and
customer service and then report back to us with your feedback and experiences. This
will help us to make sure all residents are happy with the service they receive.
Youth Panel
This will be a positive way to get young people involved; the panel would just be for
young people who want the opportunity to bring fresh ideas, suggestions or initiatives
aimed at young people. This can include input on the Teenzone and Kidszone pages
on the Street Ahead magazine, or support with organising an event, fun day or even
day trips out for our younger residents.
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Older Person Panel
RBC has a large percentage of older residents living in our homes. This panel would
be a way for this community group to stay in touch with us. The aim of the panel would
be delivering information on available services and issues that are important to older
people, along with arranging activities and events for older people.
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Key Actions
No.
Actions
Responsibility
Timescale
1
Expand on current involvement groups/forums and deliver
on those set out in this strategy
Develop a data base of residents that are involved. Profile
customers and use the results to set targets for engaging a
more diverse range of customers
Develop an informal method of resident involvement to
discuss „what matters to residents‟
Resident Involvement
Assistant
Resident Involvement
Assistant
On-going 2015 - 2017
Resident Involvement
Assistant
February 2015
4
Develop a training programme for residents to improve and
enhance their personal skills and ability to be involved
Resident Involvement
Assistant
Spring 2015
5
Ensure that all methods of information are available for
residents via the, Streets Ahead and other media channels
Resident Involvement
Assistant
On-going 2015 -2017
6
Develop a resident involvement webpage and incorporate
social media in our activities
Resident Involvement
Assistant
January 2015
7
To increase resident involvement by 5% by working within
the wider community
Resident Involvement
Assistant
On-going 2015 - 2017
8
To increase RCRA participation within the committee
members
Resident Involvement
Assistant
Spring 2015
9
To implement other social media methods which will engage
the hard to reach target audience
Resident Involvement
Assistant
On-going 2015
10
Continuous monitoring of services we offer to ensure they
are inclusive to all residents
Resident Involvement
Assistant
On-going 2015- 2017
11
Develop a „Taking Part Leaflet‟ with the residents
Resident Involvement
Assistant and RCRA
Spring 2015
2
3
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February 2015
Menu of Involvement
Please tick any of the boxes next to the panels or groups you may like to find more
about, or would like to take part in. If you have an idea for another group, please
write in the available space below, or contact the Tenancy Management Team.
Types of Resident Involvement
Runnymede Council Residents Association (RCRA)
Estate Improvement Inspectors
Englefield Green Regeneration Group
Estate Based Resident Group
Publication and Editorial Panel
Surveys
E-mail Panel
Service Improvement Group including Estate Improvement Budget
Mystery Caller – Testing our services
Youth Panel
Older Persons Panel
Focus Groups
Scrutiny Panel
If you are interested in anything that is not listed, please let us know
here. We really want to hear from you!
Name: ………………………………………………………………………………………...
Address: ……………………………………………………………………………………...
………………………………………………………………………………………………….
Telephone Number: …………………………………………………………………..,..
E-mail: ………………………………………………………………………………………..
Preferred method of contact (please tick below):
Post
Telephone
E-mail
Once completed please return this page only to:
Tenancy Management Team
Runnymede Borough Council
Station Road
Addlestone
Surrey KT15 2AH
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Contact Us
In writing:
Runnymede Borough Council
Station Road
Addlestone
Surrey KT15 2AH
By email:
Email: [email protected]
By phone:
Tel: (01932) 838383
Fax: (01932) 838384
Minicom: (01932) 838386
SMS: 07860 035340
Online:
www.runnymede.gov.uk
In person:
Visit us at the Civic Offices, Station Road Addlestone
(Monday –Thursday 9am - 5pm or Friday 9am - 4:30pm)
Tenancy Management Team: (01932) 425821
Resident Involvement Team contacts:
Sam Skeete: Resident Involvement Assistant
[email protected] (01932) 425828 or 07824 430984
Pat Hollingsworth: Head of Housing
[email protected] (01932) 425839 or 07881 008644
Jenny Hill: Chair RCRA
[email protected] (01932) 568405 or 07811 863565
Further Information and Resident Involvement events are available on our website;
there are forms available to download.
Department for Communities and Local Government (DCLG)
Information available about tenant support for various schemes:
www.gov.uk/.../tenants-leading-change/tenants-leading-change
Email: [email protected]
Twitter: @tenantpower
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