Waterloo Residents Association

Housing Corporation

RESIDENTS ASSOCIATION

What is the charter?

The charter is an agreement between Waterloo Housing Association and residents of the Association's properties which sets out how residents can be involved in the running of the Association.

The Housing Corporation, the body that funds and regulates housing associations, encourages housing associations to improve service quality by having such an agreement.

The agreement sets out how and when Waterloo will involve residents in decision-making and what support will be given to residents to participate.  Because it is a two-way agreement it also sets out the part played by residents in participation.

Waterloo's residents charter has been produced by Waterloo Residents Association (WRA) in partnership with management staff at Waterloo Housing Association (WHA).  Both parties have agreed the charter and the responsibilities each has under the charter to involve residents.

Initiatives in the action plan will be monitored each year, so progress can be measured,   improvements made and account taken of any new developments in participation happening within the housing sector.

What is its purpose?

The charter covers all residents of Waterloo Housing Association and its subsidiary company, West Midlands Housing Society.

Its guiding principles are:

• Residents have the right to full information on all aspects of their tenancy/lease agreement and the related policies of Waterloo.
• Residents have the right to participation and consultation with Waterloo Housing   Association.
• Residents have the right to form representative groups and associations.
• Residents have the right to equality of opportunity.

How this will happen is explained in the vision statement for resident involvement.  This sets out what residents and Waterloo staff are aiming to achieve:

1. Residents representatives will be able to participate in agreeing  standards for delivering Waterloo's services.
2. Residents representatives and staff will receive sufficient information and training  in good time to enable them to  participate.
3. Waterloo staff and  board of management will liaise closely with resident representatives at all levels as appropriate.
4. Residents' organisations will be supported financially and in kind, to a reasonable level to enable them to  participate.
5. Residents will be able to participate at a level appropriate to their needs, local circumstances and choices.
6. Residents and Waterloo will be proactive in encouraging participation.
7. Residents will work in partnership with Waterloo at all levels.
8. Residents will make every effort to be representative of residents from the area they cover.
9. Residents and Waterloo will promote opportunities to participate in decision making.

The charter builds on these principles and aims.  It shows the detail of who will be involved and the support which will be given to individuals and groups to take part at the level appropriate to them.

How are residents involved?

A range of ways are currently used by Waterloo Housing Association and Waterloo Residents Association to inform, consult and gather feedback from residents about services. The charter aims to develop and improve what is done.  The main ways of involving residents are:

WATERLOO HOUSING ASSOCIATION

Resident involvement policy

Waterloo Housing Association is committed to consulting, informing and involving all residents in the services provided.  Residents are encouraged to participate, and support  is provided for residents who want to acquire the skills and knowledge to become involved. 

Board of management

Two residents are appointed to Waterloo's board of management.   The views of residents are also heard at consultative panel meetings between the board and residents' representatives.

Resident support worker

A resident support worker is employed with specific responsibility for promoting and supporting resident involvement.

Resident satisfaction surveys

Waterloo Housing Association surveys residents every four years to measure satisfaction on a range of issues.   Residents views are also gathered through a series of ongoing surveys, covering specific areas such as repairs, new lettings and reasons for moving out of a property.

Publications

The publications which Waterloo uses to communicate with residents include the quarterly newsletter Home In, for those in rented properties, and The Link, which is specifically for residents in private leasehold schemes for the elderly.  A publication called Contact is aimed at shared owners.

The tenants handbook and Waterloo web site include information on how residents can get more involved in the running of their home and estates.  An annual report to residents explains Waterloo Housing Association's performance over the past year and plans for the year ahead.

Waterloo Residents Association (WRA) was set up in 2001 to represent all residents of Waterloo Housing Association's properties, whether or not they belong to a local group.

Waterloo Residents Association Committee (WRAC)

The Residents Association is now well established under the leadership of its seven-strong committee.  The committee meets regularly with senior staff and twice a year with Waterloo's board of management.

The Residents Association is supported by a network of residents who get involved through telephone conferences, email or free post letter.  WRAC coordinates this 'Network' and uses it to gather residents' views on a range of issues.

Waterloo Residents Association and its Network has already influenced Waterloo's services in a number of ways, including revising the tenants handbook, reviewing the complaints policy and updating procedures for dealing with antisocial behaviour.

The Network

The Network developed from the need to find an alternative to formal meetings to encourage participation from a cross section of residents.  With over 100 members, it is proving ideal for people who want to have a say but who, for whatever reason, can't regularly attend meetings.  There are  plans to expand so that every Waterloo housing site has at least one Network member.

Network members give commitment to respond to requests from WRAC for views in writing or by telephone on a range of issues being discussed with Waterloo management.  The Network also responds to consultation questions put to them by Waterloo through WRAC.  Members are invited to two meetings a year. 

The Resident is the Residents Association own newsletter, written and designed by members of WRAC with input from other residents.

Security budget

The Residents Association has control over an annual budget, which is currently  £18,500, for safety and security works at housing sites.   Bids from residents are invited and assessed by WRAC.   Its decisions on spending are agreed with the consultative panel with Waterloo's board of management.

Local residents groups

In addition to the Network, there are local resident forums, resident associations and other on-site meetings where residents get together to have a say in the running of their homes. 

Waterloo Housing Association encourages resident groups with financial support, including  start up grants and paying for essential services like photocopying, and through in-kind support such as staff attending groups' meetings.

How can participation be improved?

Waterloo Housing Association and Waterloo Residents Association have the following goals for improving resident participation:

Maximising opportunities for involvement

Opportunities for resident influence in Waterloo's decision-making will increase over the next few years.  Resident influence in Best Value reviews in particular will mean that more areas of service will be open to involvement.

Best Value

Best Value is a duty placed on organisations like Waterloo to deliver services to the standards expected by its residents, to achieve the best quality at the best price. Through Best Value, housing associations must show that they are involving their residents in making continuous improvements to their services.

Waterloo Residents Association has been actively involved in Best Value service reviews and this will continue in the future. 

Gaining wider involvement

A number of hard to reach groups are under-represented within the current arrangements for participation.  Appropriate ways to involve more young, disabled, black or minority ethnic residents will be explored.

The charter and arrangements for resident participation will be reviewed each year.

The charter sets out an action plan to improve participation.  There are five headings:

1. Inform and consult residents as individuals
2. Inform and consult all residents collectively
3. Inform and consult groups of residents
4. Develop resident involvement in Waterloo for the future
5. Monitor and implement

Each action has a timescale and person responsible for making sure it happens.

Waterloo Housing Association and Waterloo Residents Association agree to seek arbitration through the Chartered Institute of Housing if help is needed to interpret the charter or find  agreement where it cannot be reached through consultation and discussion. 

Action Plan

The Residents Charter sets out below an action plan to implement the agreed action points and timescale.

We'd like your comments on our action plan, for example if you believe anything needs changing or removing or any new targets need setting, please let us know. Just fill in out feedback form on the 'contact us' page. Click here -->

Click on the link below to download the latest Action Plan. (Note: You will need Adobe Acrobat Reader to view this document