http://www.housing.nsw.gov.au/Living+in+Public+Housing/Get+Involved/Tenant+Engagement+Framework.htm
We hope you take our points with in the spirit in which they are intended, and we look forward to working with you and the other stakeholders positively to maximise the potential benefits of this new framework for your tenants and the wider community.
Michael M Shreenan
The use of then language Tenant engagement (TE) rather than Tenant participation (TP), could lead to confusion. Langue and peoples interpretation is always up for debate, and we should clarify the definition in terms of a glossary to ensure known misunderstanding takes place. One is left wondering what Housing NSW defines the difference between TP and TE (if any?) and why a change of language is being utilised. In addition clarity is required in how that langue fits in with broader community engagement and community development definitions/terminology used by other Government departments and NGO’s.
We would suggest that the introduction should include the value and benefit of tenant participation to highlight the significant importance of the policy and its worth.
“People must feel safe, not only physically but psychologically. They need to feel and see that there will be not be repercussions from their involvement. It must be built into the structure of the events.”
The Factory would welcome and support the call for resourcing of independent advocacy and believe it is crucial to achieving the government’s vision of improved participation and should not be overlooked in this framework. Advocacy services should apply to both individual tenants and or groups.
Some Housing staff may feel that their role could be undermined by meaningful tenant participation and advocacy. Work needs to be undertaken to promote the benefits, legal/policy obligations and partnership principles of fully effective participation. Similarly some members of staff may feel that tenant participation makes their job more difficult and again training and awareness raising will be required to promote tenant participation and change attitudes towards involving tenants in decision making.
“People need to be educated for participation, developing consciousness of their situation, to see what happened and why. You cannot just ask people what they want, people to have to learn how to ask, analyse and question. It is a dialectical process rather than information giving one.”
(Croft and Beresford, 1992; Holmes, 1992; Focault 1974)
.2.2
We support the recognition of the context of the broader community and the importance of their contribution to wider community engagement.
2.3
When consultation raises expectations and then fails to deliver, it leads to greater community apathy and miss-trust. The policy should ensure that transparency, and commitment to two way dialogues which is implanted with integrity and accountability.
Would you tell me please, which way I ought to go from here?” said Alice. “That depends a good deal on where you want to get to” said the cat.
Example of tenants been involved in high level decision making can included involvement in agreeing budget priorities , tendering processes, policy, implementation, mystery shopping activities, recruitment of staff, staff training etc.
Principles
Suggested costing but not limited to should cover
22 June 2011
To whom it may concern
Thank you for the opportunity to comment on your Draft Tenant engagement Framework
The factory community centre has been servicing the Waterloo Redfern community for over 30 years and our main service users are from the local Public housing community of Redfern and Waterloo. We have worked in a positive partnership with Housing NSW over these years and look forward in continuing this positive relationship and contributing to the improvements in Tennant and community engagement.
We are aware of the challenges and complexities in such an important and significant exercise, and we congratulate Housing NSW on their work to date in this important matter.
The comments are based on our conversation with the community (both formal and Informal), our staff team’s experience of working and living this community, and other Communities in addition to being an auspice of the Housing Communities programme.
In addition these comments are also reflective of feedback from the recent formation of the NGO and Resident coalition Groundswell in the area, and the local Redwatch Co-ord Group.
Please also note the author of the submission does have dyslexia and therefore should be read with that in mind.
Should you need any points clarified, please feel free to contact me,
Yours Sincerely,
Mike Shreenan
Executive officer
The Factory Community Centre INC
Introduction Section 1
We would suggest effective Tenant engagement strategies should bring with it:-
- Significant Improvements in service delivery and better value for money
- Improved communication between landlord, tenants and other stakeholders in the wider community
- Increased knowledge, understanding and skills of both tenants and staff servicing them
- There should be greater understanding in the diversity in perspectives, breaking down misunderstanding, mistrust, and build mutual respect.
- Tenants can genuinely influence the decision making from an informed position
- Increased satisfaction in community life and increased satisfaction for housing staff
The introduction or appendix should refer to related polices and the legal framework that the policy is working within EG: Equality and discrimination etc
We would also argue that to demonstrate the commitment of this policy at senior level there should be a foreword from the director General and any subsequently process developed at the local level in response to this framework should be endorsed by the relevant area managers.
Senior staff should have strategic responsibility for tenant participation and that tenant participation is not seen in isolation, but as an integral part of the way the organisation operates, this could be clearer communicated in the draft framework.
· Why do we want participation – Rationale?
· What level of participation and to what limit?
· How are people to be involved?
· Who are you – who are to be involved?
(Wilcox94; Stewart and Taylor, ’95)
Feedback on Definition and Scope Section 2
We are of the view that the definition of Tenant Engagement is somewhat limited and has not adequately reflected the level of participation/engagement housing should be seeking.
Suggestions below are definitions from other sources as listed below:-
“Tenant participation is about tenants taking part in decision making processes and influencing decisions about housing policies; housing conditions; and housing (and related) services. It is a two way process which involves the sharing of information, ideas and power. Its aim is to improve the standard of housing conditions and service”
National Strategy for Tenant Participation – Partners in Participation (1999 Scotland)
“Participation is a two way process involving sharing of information and ideas, where tenants are able to influence decisions and take part in what is happening”
(Institute of Housing and TPAS 1989 UK)
“Community engagement refers to the process by which community benefit organizations and individuals build ongoing, permanent relationships for the purpose of applying a collective vision for the benefit of a community. While community organizing involves the process of building a grassroots movement involving communities, community engagement primarily deals with the practice of moving said communities towards change, usually from a stalled or otherwise similarly suspended position.”
Please also see Participation ladder :- Sherry R. "A Ladder of Citizen Participation," JAIP, Vol. 35, No. 4, July 1969, pp. 216-224
Overall the draft framework does not appear to outline clearly enough the level of participation being sought against the internationally recognised levels within participation practice which we would compare participation practice from.
2.1
We note that the two streams you have omitted the importance of community development within the context of tenant engagement and we would argue that this is a significant element to any participation framework.
Community Development Exchange UK defines community development as:
“Both an occupation (such as a community development worker in a local authority) and a way of working with communities. Its key purpose is to build communities based on justice, equality and mutual respect. Community development involves changing the relationships between ordinary people and people in positions of power, so that everyone can take part in the issues that affect their lives. It starts from the principle that within any community there is a wealth of knowledge and experience which, if used in creative ways, can be channeled into collective action to achieve the communities' desired goals. Community development practitioners work alongside people in communities to help build relationships with key people and organisation’s and to identify common concerns. They create opportunities for the community to learn new skills and, by enabling people to act together, community development practitioners help to foster social inclusion and equality
Where community engagement is generally initiated by agencies in position of power seeking to encourage a democratic approach to service delivery, Community development starts from the community owning issues and driven from bottom up.
Any agency committed to community empowerment would seek to ensure all engagement activities are lead within a community development framework. The removal of community development framework could undermine the work delivered by NGO’s and funded by Housing NSW through the HCP program. The removal of such resources to the communities should not be reduced but enhanced to complement the TP process. The importance and value of community development within this framework should be recognized, and not undervalued by being excluded from this framework.
CD is more important today than ever given the political and strategic drive to create greater ‘social mix’ (60/40 ratio for the Redfern Waterloo area) will require community development that cuts across tenure.
In addition to this the framework should recognise the importance of the right to access independency advocacy.
(Mike Seal Groundswell UK)
“Independent advocacy involves a partnership between a concerned member of the community (advocate) and a person who may be feeling vulnerable, isolated or disempowered. The advocate provides support, information and representation with the aim of empowering their advocacy partner and enabling them to express their needs and choices. If necessary, the advocate can represent their partner’s wishes to another person or agency on their behalf”.
We note no reference is made to staff training in the principles behind this policies formation, which will be required if it is to be effectively implemented.
(Friere P. 1968)
“For effective participation it is important to see that power can be taken by some without reducing the power of others”
The benefits of advocacy listed by some included:-
- ensure people’s views are heard,
- promote better involvement of vulnerable people in decision making
- To provide emotional support.
- Evidence base suggests advocacy may lead to:
- Increased and better quality involvement of people in tenancy management
- A positive impact on the behaviour and knowledge of professionals
- Better quality service provision.
- increased confidence and self-esteem
- raised expectations about what is possible
- a more positive self-identity as a person
“Permission to participate cannot simply be given; it must be accepted and trusted by the user. It is a development process.”
(J Morris 94)
Terminology
We also note again the language of client being used rather than resident or Tennant. Clients could possibly be interpreted as ‘disparaging’ or subjectively reflect a power in balance. This language should be carefully reflected upon and considered not just in this policy but throughout Housing NSW and other government departments who use similar terminology.
“This is simplistic, power flows, as in a circuit, rather than being concentrated; to affect participation we need to remove blockages and create links to allow power to flow in new ways.” (Clegg 1989)
We also note under streams there is no mention of third party involvement from the NGO sector or other relevant community stakeholders. The emphasis in partnership for effective involvement should also be reflected in the framework for the obvious reasons.
“At the 2002 World Summit on Sustainable Development, stakeholders were defined as ‘those who have an interest in a particular decision, either as individuals or representatives of a group. This includes people who influence a decision, or can influence it, as well as those affected by it’. Stakeholders might include local community members, non-government organisations, governments, shareholders and employees. It should be recognised that some stakeholders have different value systems, protocols and customs.”
We particular suggest it should note the right of NGO and community organisations/group to campaign within the law without this affecting any public funding they receive and which should be understood as adding value to public debate and assisting in the improvement of service delivery rather than been seen as adversarial .
We again highlight the missing aspect of independent advocacy and or resourcing
Example independent information: - In recent times new letters owned ran by and for tenant are no longer funded. (RedWater news and has been replace with housing own newsletter system)
Consultation: - locally this has happened at an extensive scale; (some effective some not) however the return of that information given by tenants on many occasions has been withheld from public view and or edited to be ‘watered down’ or delayed release) and is perceived to have rarely resulted in tangible difference.
We note the strategies and broad mother statements don’t offer sufficient information on the operational aspect of this framework is to be implementation thus we cannot provide an informed comment.
Lewis Carol, Alice in wonderland
We also note that empowerment ‘implement decision of clients’ is rather different from clients actually being able to make decisions or implement their own or in equal partnership.
We broadly support the principles outlined,
However we feel the following could be added
- Access to decision makers
- Access to advocacy
- Access to resources (for both Tenants and staff, wider stakeholders)
- Continuous evaluation and monitoring
- Transparent and timely feedback
- Outline of rights and responsibilities for all parties
- Establishing a realistic understanding of potential outcomes.
- Including all communities stakeholders in relevant decision-making processes
- Integrity - Conduct engagement in a manner that fosters mutual respect and trust
- Provide information in a form that is understandable by the target audience and in a way that genuinely assists people to understand and make informed decisions.
- Be honest, even when the news is not good or favours Housing NSW.
Outcomes
Should be effectively measured by the same standard of performance indictors applied to funded services through the RBA model.
“Users must be able to see that they can make a difference (although not necessarily that everything will change) through a clear, accountable system.
(S. Rose 1990)
Resources for the policy implementation should be listed.
- training requirements (for tenants, staff, management, external services)
- hiring meeting rooms;
- insurance of activities and volunteers;
- the cost of providing lunch, teas and coffee;
- providing crèche facilities;
- out of pocket expenses;
- consultation costs;
- travelling expenses for tenants going to meetings;
- printing and posting newsletters and other information;
- grants to help new, developing and established tenant organisations;
- access to IT and support networks;
- staff time;
- going to conferences and seminars
The factory will be willing to make further comment, when second draft is released, particularly around the practicalities of this policies implementation.
“The only way in which a human being can make some approach to knowing the whole of the subject is by hearing what can be said about it by persons of every variety of opinion, and studying all modes in which it can be looked at by every character of mind. No wise man ever acquired his wisdom in any mode but this; nor is it in the nature of human intellect to become wise in any other matter.”
(JS Mill On Liberty)
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