Customer Engagement Strategy

Size: px
Start display at page:

Download "Customer Engagement Strategy"

Transcription

1 Customer Engagement Strategy Renfrewshire Council Housing & Property Services August 2010

2 Table of Contents 1. Introduction Target Outcomes and Key Aims Links to other plans and strategies Statutory and regulatory requirements Drivers for Change Key features of the Customer Engagement framework Building on existing good practice Action Plan page 1

3 1. Introduction Renfrewshire Council has a long tradition of involving its customers in the decision making process. This is particularly evident in Housing and Property Services. We produced our first consultation strategy, our Tenant Participation Strategy in This outlined our commitment to ensuring tenants were at the very heart of policy and strategic decision making. It showed Housing and Property Services determination to have our stakeholders views heard and their priorities addressed whenever we make major policy decisions which affect them. Since the introduction of this strategy we have consulted on a wide range of issues, including the previous proposal to transfer the Council s housing stock to Renfrewshire Housing Association, the revision of our rent and charges structure and the implementation of our 138m Scottish Housing Quality Standard investment programme. The strategic direction of Housing and Property Services has been determined by listening to our customers: They decided to retain the Council as their landlord; They informed how our rent structure should be simplified and made more equitable; and They told us how the SHQS investment programme should be prioritised and organised within their neighbourhoods. These are only a few examples of the powerful role our customers have played in shaping our services. This new strategy seeks to build on all the good work done in this area over the last few years. We recognise however, that we must continue to improve how we engage with our stakeholders. We must widen our customer engagement to reach all of our diverse range of customers, and to do this in ways in which suit their needs. We have developed this strategy following extensive consultation, discussion and feedback and building on the years of experience we have of working with our customers. There are many opportunities for people to get involved and influence how our service develops in the coming years, and these are outlined in this strategy. This document is intended to outline how we plan to engage, and with whom. However, we recognise that engagement with our customers must be fluid and flexible enough to respond to changing customer needs, changes in the political and economic context within which we operate, and other challenges which may arise in the years to come. I would encourage everyone with an interest in the provision of efficient and effective housing-related services in Renfrewshire to become involved in helping shape the development of those services. Meaningful and effective customer engagement is crucial to improving and developing the services we provide. Mary Crearie, Director of Housing and Property Services page 2

4 2. Target Outcomes and Key Aims 2.1 The Customer Engagement Strategy seeks to deliver two distinct outcomes: 1. Customers are able to influence our key policies, strategies and service standards we will provide customers with the opportunity to comment on our key policies, strategies and service standards, and we will carefully consider their comments and incorporate their suggestions, where appropriate. 2. Customer feedback is integral to service improvement we will ensure appropriate processes are in place to routinely obtain and analyse customer feedback, and use this to change services, where appropriate. The Strategy should support Best Value by promoting continuous service improvement through systematic use of customer feedback. 2.2 Key aims of the Strategy are: To engage with all our customers on issues which directly affect them - Housing and Property Services has a wide range of customers (including for example, commercial customers, owner-occupiers, other council departments, community planning partners and other public bodies, homeless applicants as well as housing tenants), and we need to develop more effective ways of communicating and consulting with all these disparate groups on those strategic, policy and service development issues which are particularly relevant to them. To use customer feedback to drive forward service improvement. Routinely collecting and analysing feedback from customers, and using this to identify areas for improvement. To engage with customers in a range of ways that meets their needs. Although some customers may be happy to meet with officers on a regular basis, most may prefer to be consulted on individual issues as they arise, using a variety of methods. The internet, for example, may offer an opportunity to consult individuals who are usually under represented when adopting more traditional approaches (such as young people or physically disabled people). Other methods could include: making better use of the Public Service Panel, developing the Tenant Consultation Register, use of focus groups, etc. To engage with our wider tenant base. Tenant consultation currently involves only a limited number of tenant activists (or owners acting on behalf of tenants). While they tend to be well informed, it is unclear how the wider membership of groups is engaged. In addition, only 36% of Council tenants live in an area with an active association. The most recent Tenant Satisfaction Survey (October 2009) demonstrated a high level of tenant concern about the quality of their homes, with 55% of respondents identifying this as a high priority area for improvement. As we are just about to launch a massive housing investment programme (to ensure all our properties comply with the Scottish Housing Quality Standard by 2015), every opportunity should be taken to gather and analyse customer feedback to help shape how these works are delivered and monitor contractor performance. To engage with those customers who are traditionally hard to reach. Hard to reach groups are generally defined as groups or communities that are difficult to engage via most traditional and conventional techniques including those from a minority ethnic background, frail elderly people, physically disabled people, young people and those with learning difficulties or mental health issues. If we are to ensure our services meet the needs of these groups, we have to look for ways to involve them in helping to shape service delivery. page 3

5 3. Links to other plans and strategies 3.1 This Customer Engagement Strategy must be viewed within the overall context of Renfrewshire Council s wider consultation and engagement framework, as summarised in the following documents: Renfrewshire Consultation Strategy - This Strategy reinforces Renfrewshire Council s commitment to consult with a wide range of stakeholders from individual customers to the Council s Community Planning partners. It highlights where the Council currently is with consultation, the reasons why it carries out consultation and how it will seek to improve consultation processes. The Consultation Toolkit Renfrewshire Council published its first Consultation Toolkit in This document provides Council employees with a good practice guide to effective consultation. It provides guidance on planning, carrying out and evaluating consultation exercises and includes a useful checklist for each of these steps Best Value Toolkit: Community Engagement Matrix - This toolkit details how organisations can involve their customers to increase community empowerment and to help build community capacity. 4. Statutory and regulatory requirements 4.1 Our commitment to customer engagement is driven by our conviction that involving customers in shaping our policies and services will result in these being better suited to meeting customer needs and aspirations. However, this commitment is also underpinned by legislation. 4.2 The Housing (Scotland) Act 2001 requires social landlords to consult tenants and registered tenant groups on proposals which affect them, and to take account of their views. This includes: policies in relation to housing management, repairs or maintenance, where the proposal is likely to affect the tenant; the standard of service in relation to housing management, repairs and maintenance; the Tenant Participation Strategy; a transfer of housing to a new landlord, or demolition; and any rent or service charge increases. The Act also requires all social landlords to prepare a strategy for tenant participation and to establish a register of tenants organisations. There is an expectation that, in drawing up a strategy, landlords will have regard for the principles for good participation set out in the national strategy Partners in Participation. These include recognition that tenants organisations require access to adequate resources for organisation, training and support. 4.3 All social landlords including local authority landlords, such as Renfrewshire Council are also required to meet certain performance standards laid down in a regulatory framework. Guiding Standard 2.2 (Tenant Participation) of the regulatory framework for social housing requires us to demonstrate that: We have published and are implementing a sound strategy for encouraging and supporting tenants, residents and service users to participate actively in all areas of our work. We support tenants to take an active interest in managing their home. page 4

6 4.4 Renfrewshire Council s existing Tenant Participation Strategy (approved by Council in 2003), and this Customer Engagement Strategy - which effectively replaces it - are fully compliant with these statutory / regulatory obligations. 5. Existing Tenant Participation Strategy and involvement framework 5.1 With an established record of consulting and supporting tenants organisations, Renfrewshire Council already had procedures in place to involve its tenants before the 2001 Act. However, following an extensive period of consultation with existing tenants organisations, the Council approved a formal tenant participation strategy in line with the Act in March This strategy reaffirmed the Council s commitment to involving tenants in our decision making processes, and set out a structure for involving Registered Tenants Organisations and tenant volunteers in helping to monitor our performance and shape our policies and services. This was later amended during 2008, with the introduction of 5 Local Housing Forums, and now looks like this: Registered Tenant Organisations Council Wide Forum (CWF) CWF Executive 5 Local Housing Forums Tenant/Officer Working Groups Paisley North Paisley South Renfrew & Gallowhill Johnstone & Villages Houston, Crosslee, Linwood & Riverside 5.2 The key elements of this structure are: a. Registered Tenants Organisations (RTOs) These are independent tenants and residents associations that meet certain key criteria (see Section 8, below). Representatives of RTOs are consulted by Council officers on a wide range of housing-related issues affecting their members through the various forums and groups in our tenant participation structure. They also monitor the Council s housing performance, and are able to influence the development of housing policy and services. b. Local Housing Forums Meeting quarterly, one Local Housing Forum covers each of the Council s 5 Local Area Committee areas. These bodies monitor performance in their area, and progress in relation to any local housing initiatives. They also agree and prioritise small-scale environmental works. c. Council-wide Tenants Forum - All Registered Tenants Organisations are invited to send delegates to the Council-wide Forum. This is where we consult on issues which affect all of our tenants including rent setting and SHQS etc. The Councilwide Forum meets three times a year, and is consulted on a variety of issues - including changes to the rent charging structure, rent increases, Scottish Housing Quality Standard and on various policy matters. d. Council-wide Forum Executive - The Executive comprises ten tenant representatives, two owner occupier representatives and Council officers as required (two tenants appointed from each local Housing Forum and two owner- page 5

7 occupiers appointed at the Council-wide Forum). The Executive meet quarterly and regularly feedback to the Local Housing Forums on issues discussed and to the Council-wide Forum. e. Tenant / officer working groups Working groups are established from time-totime to look at certain aspects of our services in more detail, and bring forward proposals for change. There is currently only one such working group, looking at the housing repairs service. 5.3 In addition, the Tenant Participation framework also includes a Housing Consultation Register. Individual tenants who are not active in a RTO, and place their name on this Register, are included in any formal consultation exercises which would normally involve RTOs. This facility is currently underutilised, with only a handful of tenants on this Register. 5.4 We support and encourage tenant participation by providing financial support for: assistance to Registered Tenant Organisations with running costs (up to 400 per organisation per annum); one-off grants to groups requiring equipment such as printers or computers (subject to budget constraints); venue hire, catering and publicity for consultation events; sending delegates to seminars, training events and national tenant conferences; and transport for delegates to and from consultation meetings, conferences and seminars. 5.5 In addition, we: a. make funds directly available to carry out a range of small scale environmental works at local level. These works are determined by Registered Tenants Organisations through the Local Housing Forums, within certain agreed guidelines; and b. employ two full-time Tenant Consultation Officers. Part of their duties is to help support and sustain tenants organisations. 5.6 All resources used to support the existing tenant participation arrangements are funded from the Housing Revenue Account (i.e. from tenants rent payments). page 6

8 6. Drivers for Change 6.1 A key feature of Renfrewshire Council s approach to customer engagement has always been seeking to involve customers in ways that meet their needs. A recent Tenant Satisfaction Survey (October 2009) indicated that our existing tenant involvement framework by focusing as much as it does on Registered Tenants Organisations did not fully meet the needs and aspirations of Council tenants. A clear majority of those tenants who participated in the Survey indicated that they would prefer to be consulted directly (by letter 81%; by phone 46%; by magazine/newsletter 21%; by personal visit 20%), rather than through a tenants and residents association (only 6%). Although only 4% of those surveyed cited focus groups as their preferred consultation method, 25% of them indicated that they personally would be prepared to be take part in such groups. 6.2 This view reinforced the feedback received from the Scottish Housing Regulator following his 2008 inspection of our services. The Regulator found that, although we had appropriate structures in place to consult and involve Registered Tenants Organisations (RTOs), we needed to do more to involve those tenants and other customers who are not active in these organisations extending our consultation arrangements beyond tenants and residents associations and seeking to engage directly with our broader tenant base. 6.3 Customer Service Excellence (the national standard for customer service) and Best Value Audit 2 (a forthcoming review by Audit Scotland of how well local authorities are delivering best value ), also require us to demonstrate how we involve all of our customers not just housing tenants - more generally in shaping services. Although often thought of principally as a landlord, Housing and Property Services provides a wide range of person- and property-related services to an equally wide range of customers. Consequently, when looking at engaging with those customers, a variety of different methods and approaches are required. 6.4 The Customer Engagement Strategy outlined in this document aims to establish a framework for engaging with all of our customers Council tenants and other customers in ways that meet their needs and aspirations. It goes beyond our 2003 Tenant Participation Strategy, effectively replacing it with a much wider approach to customer involvement. 7. Key features of the Customer Engagement framework To meet the expectations of tenants and other customers and to address the other issues outlined in Section 6, above, it proposed to create an engagement framework which allows the views of all Housing and Property Services customers to be considered and acted upon. The key features of this framework will be: Retention of the existing Tenant Participation Framework building on existing good practice, and continuing to engage with tenant representatives to set agendas for discussions at local Housing Forums and the Council-wide Tenant s Forum. We will also seek to ensure that Registered Tenants Organisations are communicating effectively with their membership. Expansion of the existing Housing Consultation Register this would allow groups which don t have an exclusively housing focus and interested individuals to be routinely consulted on matters which directly affect them. This could be particularly effective in providing a voice for people in hard to reach groups (including those from a minority ethnic background, frail elderly people, physically disabled people, young people and those with learning difficulties or mental health issues) or organisations representing their interests. page 7

9 Widening tenant representation on officer / tenant working groups currently restricted to RTO representatives, these should be open to tenants who have appropriate skills and are prepared to devote the time involved. Consideration will need to be given as to how this can best be accomplished. Better use of publications to communicate with customers Regular publications can play a significant role in keeping customers up-to-date with any service developments or proposed changes which may directly affect them: a. The People s News - Aimed solely at Council housing tenants (and delivered to every tenant by post), this publication is used to keep them informed of service changes/developments, service performance and policy changes. It is proposed to continue to produce this twice annually, and seek tenant s views on service development issues through this publication from time to time. b. Consultation Register Newsletter it is proposed to develop a short newsletter for quarterly circulation to all groups and individuals on the Housing Consultation Register. It is envisaged that printed copies would be made available to the public at Customer Service Points to encourage membership of the Register. c. Other customer newsletters it is proposed that consideration be given to developing newsletters for other customer groups (such as shopkeepers or internal customers) where there is an identified need to keep them informed of service developments. For some services in this position, an annual newsletter may well be sufficient. d. Tenant Participation Annual Report in the past, this has focused almost exclusively on consultation with - and involvement of Registered Tenants Organisations. It is envisaged that this will be replaced with a report showing how customers views have been considered across the full range of Housing and Property Services activities, and renamed Customer Engagement Annual Report. Sections relevant to Council tenants will be published in the People s News. e. How Are We Doing? In the past, this has focused almost exclusively on housing issues, covering areas identified by RTOs as priorities. It is proposed that, in future, our public performance reporting will cover key indicators across the full range of Housing and Property Services activities, with sections relevant to Council tenants including key areas for improvement identified by the 2009 Tenant Satisfaction Survey - being published in the People s News. Systematic collection and use of customer experience feedback to inform policy or service change There are a range of arrangements already in place to gather such feedback. However, this needs to be more systematic, with: a. key stages identified in the customer journey for each service; b. structured feedback routinely gathered at each key stage; c. a more consistent approach adopted to the recording and analysis of customer feedback; and d. feedback routinely reported to and considered by the Senior Management Team, and used to promote policy development and drive forward service improvement. Involvement of tenants in tender evaluation and monitoring continuing to engage with tenants in evaluating tenders for SHQS work and monitoring the quality of the work carried out. page 8

10 Use of Tenant Satisfaction Surveys undertaking a 10% survey of tenants satisfaction with the services we provide every two years. It is intended that the next survey will be in 2011 (resources permitting). Use of Council tenants in mystery shopping exercises undertaking mystery shopping exercises, ensuring that, where possible, shoppers are recruited from amongst our wider tenant base. Use of telephone and the internet to collect customer feedback Opportunities will be sought be use non-paper surveys to collect information on customer experience. It is also intended to explore ways of using internet contact in a more interactive way (which is thought to be attractive to younger customers) to inform policy or service change. Better use of customer complaints and comments to inform policy or service change there is a need to develop more effective mechanisms for gathering and analysing both formal and informal complaints and comments, and using it to promote change where appropriate. Use of focus groups to gauge customer opinion on any significant proposed policy or service changes where appropriate, age, family composition or other relevant factors should be taken into account when setting up focus groups to ensure representation of views from across the entire customer profile. Use of letters to advise customers of significant policy or service changes letters should be used not only to inform customers of such changes, but to explain the thinking behind them. Customers should also be given the opportunity to seek further clarification by phone, letter or and, where practicable, face-to-face at a local information event. Where feasible, customers should be given the opportunity to comment on draft proposals, rather than simply be informed of changes. 8. Building on existing good practice 8.1 Although this Customer Engagement Strategy effectively replaces the Council s 2003 Tenant Participation Strategy, the Tenant Participation framework established by the 2003 Strategy is generally accepted as an example of good practice and should continue to play an important role in how we engage with established tenants groups. 8.2 Registration, consultation and support - Registered Tenants Organisations (RTOs) will continue to play a key role, and it is important that the existing registration, consultation and support arrangements are retained and strengthened. To ensure that they continue to be effective, these arrangements and the administrative procedures which support them - should be subject to review every two years. 8.3 However, this review should be based on certain fundamental principles. To qualify for registration with Renfrewshire Council, tenants and residents organisations must, as a minimum, be able to demonstrate that they: represent tenants interests, and actively seek their views; have a well-defined area of operation, with membership open to all people living within that area; meet regularly, and that these meetings are open to all members; have a constitution that details how people can become members, how the committee will operate and funds will be managed, how decisions will be reached democratically and a commitment to equal opportunities; and page 9

11 are prepared to adhere to Renfrewshire s Tenant Participation Code of Conduct (which sets out agreed standards of acceptable and unacceptable behaviour by both tenant representatives and Council officers). 8.4 Training and support for tenant representatives - The Council currently has dedicated staff within Housing and Property Services who provide training and other support to tenants and residents organisations to ensure that they meet our registration criteria. However, as the wider Customer Engagement Strategy develops, it is intended that the main focus of their work will shift in favour of supporting consultation with our wider tenant base and other customers. Against this background, and in an economic climate that is likely to see increasing pressure on all Council resources, consideration may have to be given as to whether this support could be provided in other ways. 8.5 All RTOs are currently issued with a copy of a training and support package called Getting Involved. This contains guidance to assist groups on practical matters, including: How to set up a Registered Tenants Organisation The duties of the various office bearers How the Council operates A model constitution Guidance on access to funding - both internal and external to the Council. The contents of this training package will be reviewed annually to ensure it remains up to date and comprehensive. 8.6 Council funding for attendance at conferences (such as those run by the Tenant Participation Advisory Service or Tenant Information Service) or specific training events identified by tenant representatives will be considered in line with budget provision and availability. 8.7 Tenant Participation Annual Report - We will continue to publish an annual report on Tenant Participation in Renfrewshire outlining what was achieved the previous financial year. 8.8 External funding - We will ensure that RTOs are aware of - and have access to information on - other potential funding opportunities, through the Renfrewshire External Funding Partnership. Through this partnership, the Council will; highlight organisations that can provide information and support; provide guidance on preparing funding applications; provide access to a free funding search engine; and ensure each RTO, on request, receives a copy of the bi-monthly funding bulletin produced by the partnership. 8.9 Equalities issues - Renfrewshire Council supports and promotes measures to ensure that all groups have equal access to participation and that no group is disadvantaged owing to sex, race, colour, disability, age, nationality, marital status, ethnic origin, religious beliefs, sexual orientation or gender re-assignment. We are committed to the promotion of equality and diversity throughout our organisation, including the commitment to barrier-free customer participation and engagement. When we organise customer events, we will ensure that consideration is given to the following: page 10

12 Location and timing of meetings using meeting venues which are barrier free where available Provision of a hearing loop Provision of crèche facilities where there is an identified need Provision of information in alternative languages and formats, on request. We will also ensure that each Registered Tenants Organisation includes a statement on equal opportunities in their constitution and will encourage them to adopt an inclusive approach to involving groups in the community We shall endeavour to strengthen links to organisations that represent the views of marginalised members of our community. We shall liaise with existing organisations and groups who have the skills, contacts and knowledge about hard to reach people, particularly in the voluntary and community sectors. We shall also seek to engage with harder to reach groups by adopting consultation methods which are more responsive to the expectations of these groups Mainstreaming of customer engagement Involving and consulting customers is the responsibility of all Housing and Property Services employees. We will ensure that all of our employees receive the training and support they require to deliver this. 9. Action Plan 9.1 The Customer Engagement Strategy has an operational action plan designed to achieve the objectives laid out throughout the strategy. This action plan will be expanded and developed as the strategy grows. 9.2 The operational actions for the year ahead are outlined below. The actions will be monitored and progress reported in the Customer Engagement Annual Report. This will also be used to outline improvement actions for the year to come. No. Action Target Date 1. Review and update contents of Getting Involved pack for RTOs December Carry out recruitment drive for members of the Housing Consultation Register October Establish Housing Consultation Register Newsletter February Compile register for other customer newsletters, and establish timetable for production. 5. Complete review of RTO registration / re-registration and funding arrangements 6. Review systems in place for the routine collection, analysis and use of customer experience feedback to inform policy or service change and improve mechanisms for reporting back to customers on outcomes/changes November 2010 August 2010 December Consider ways of engaging with customers in a more interactive December page 11

13 No. Action Target Date way, and develop proposals and timetable for introduction Establish focus groups, where appropriate, to inform significant proposed policy or service changes 9. Advise customers by letter of any significant proposed policy or service changes directly affecting them 10. Arrange distribution of Renfrewshire External Funding Partnership newsletter to all RTOs who wish it. 11. Produce annual report on Customer Engagement (expansion of the existing Tenant Participation Annual Report) 12. Review arrangements for the provision of practical support and guidance to RTOs From July 2010 onwards From September 2010 onwards August 2010 March 2011 January 2011 page 12

14 APPENDIX 2 PROPOSED CHANGES TO RTO REGISTRATION & SUPPORT ARRANGEMENTS 1. Registration of Tenants and Residents Associations Current position: Registration currently involves tenants and residents associations being able to demonstrate that (a) they are a properly constituted organisation with a clearly defined area of operation; (b) they have held an Annual General Meeting within the previous 12 months; and (c) they comply with the Renfrewshire Tenant Participation Code of Conduct. Proposed change: Introduce another criterion to ensure that existing Registered Tenants Organisations (RTOs) are representative of the communities which they serve, by asking them to provide as part of the re-registration process - minutes of four quorate general meetings (including their Annual General Meeting) they have held within the previous 12 month period. A sederunt (name and address list of all those members attending) for all four meetings must be taken and submitted to Council officers as part of the annual re-registration process. These will be used by officers to confirm that meetings are quorate, and for no other purpose. They will be retained by the Council, and will not be open to public scrutiny. 2. Financial assistance to Tenants and Residents Associations Current position: Financial support to associations is currently a flat rate payment of 400 per annum (reduced where the percentage of members who are Council tenants is below 50%). Access to financial support is dependent upon RTOs (a) having less than 500 as at their Annual General Meeting; and (b) having an audited financial statement approved by their Annual General Meeting. Proposed changes: i) Continue with a flat rate payment, using the same formula as at present, but increase the maximum amount payable to 500 per annum. ii) Remove the requirement for associations to have a balance of less than 500 as at the Annual General Meeting. iii) Associations to submit audited annual accounts (approved at their AGM) showing how much they spent on certain allowed administration costs. Any underspend on administration will be deducted from the grant payable the following year. iv) Allowed administration costs will cover: a. Cost of hall hire for both general and committee meetings b. Postage, stationery, printing costs c. Telephone calls made on behalf of the Association (but not telephone / internet line rental) d. Training costs for office-bearers e. Delegate fees for participation events (TPAS/TIS/Scottish Government) f. Reasonable travelling expenses to training and participation events and conferences (but not socialising or other expenses) Page 1 of 1

APPENDIX A EQUALITY AND DIVERSITY MANAGEMENT POLICY. Page 1 of 11

APPENDIX A EQUALITY AND DIVERSITY MANAGEMENT POLICY. Page 1 of 11 APPENDIX A EQUALITY AND DIVERSITY MANAGEMENT POLICY Page 1 of 11 Revision Date November 2014 Author Glen White, Corporate Services Officer Policy Owner Reason for Revision Training and Awareness Methods

More information

REACTIVE REPAIRS, CYCLICAL & PLANNED MAINTENANCE POLICY

REACTIVE REPAIRS, CYCLICAL & PLANNED MAINTENANCE POLICY POLICY REF : AM05 Version No. 4.0 August 2012 REACTIVE REPAIRS, CYCLICAL & PLANNED MAINTENANCE POLICY 1.0 INTRODUCTION 1.1 This policy describes our arrangements for ensuring that our properties are well

More information

Customer Engagement Delivery Plan 2012-2015

Customer Engagement Delivery Plan 2012-2015 Customer Engagement Delivery Plan 2012-2015 Scope: This delivery plan applies to Merton Priory Homes Effective Date: May 2012 Review Date: March 2015 Signed off: Author: MPH Board Theo Scott, Customer

More information

Equality & Diversity Strategy

Equality & Diversity Strategy Equality & Diversity Strategy Last updated March 2014 1 Statement of commitment Ombudsman Services is committed to equality of opportunity and respect for diversity. As an equal opportunities employer,

More information

We believe that everyone has some passion, skill or talent that can make a difference to his or her lives and the lives of others.

We believe that everyone has some passion, skill or talent that can make a difference to his or her lives and the lives of others. 1. Vision Volunteering is at the heart of defining Scotland, its people and places and our Volunteer Landscape in all its diversity helps shape a positive, healthy, fair and learning society at home and

More information

EVERYONE COUNTS STRATEGY

EVERYONE COUNTS STRATEGY EVERYONE COUNTS STRATEGY Introduction The aim of the Equality and Diversity Strategy is to ensure that Great Places Housing Group promotes equality, tackles discrimination, values diversity, and continues

More information

Statement of Community Involvement (SCI) March 2016

Statement of Community Involvement (SCI) March 2016 Statement of Community Involvement (SCI) Contents Section Page No. 1.0 What is a Statement of Community Involvement?... 1 2.0 Who can get involved in the planning process?... 3 3.0 Empowering disadvantaged

More information

Mole Valley District Council Corporate Communications Strategy 2002-2005

Mole Valley District Council Corporate Communications Strategy 2002-2005 Mole Valley District Council Corporate Communications Strategy 2002-2005 CONTENTS Content Section 1: Introduction Section 2: Stakeholders Section 3: Objectives Section 4: Targets Section 5: Principles

More information

Property Management (Factoring) Policy. Approval date July 2014 Review date July 2017 Approved by Link Group Board. www.linkhousing.org.

Property Management (Factoring) Policy. Approval date July 2014 Review date July 2017 Approved by Link Group Board. www.linkhousing.org. Property Management (Factoring) Policy Approval date July 2014 Review date July 2017 Approved by Link Group Board 1. INTRODUCTION This policy has been devised to show how Link operates property management

More information

Procedure No. 1.41 Portland College Single Equality Scheme

Procedure No. 1.41 Portland College Single Equality Scheme Introduction Portland College recognises the requirements under current legislation to have due regard to the general equality duty. 1.0 Context 1.1 Portland College supports equality of opportunity, promotion

More information

Building Equality, Diversity and Inclusion into the NHS Board Selection Process for Non Executives and Independent Directors March 2012 Edition

Building Equality, Diversity and Inclusion into the NHS Board Selection Process for Non Executives and Independent Directors March 2012 Edition Building Equality, Diversity and Inclusion into the NHS Board Selection Process for Non Executives and Independent Directors March 2012 Edition The NHS Leadership Academy s purpose is to develop outstanding

More information

Recruitment and Selection Policy. Liverpool Community Health NHS Trust. Recruitment & Selection Policy

Recruitment and Selection Policy. Liverpool Community Health NHS Trust. Recruitment & Selection Policy Liverpool Community Health NHS Trust Recruitment & Selection Policy Version Number: Ratified by: V1 HR & OD Committee Date of Approval: November 2010 Name of originator/author: Approving Body / Committee:

More information

EXECUTIVE 16 FEBRUARY 2009

EXECUTIVE 16 FEBRUARY 2009 Item No 4 EXECUTIVE 16 FEBRUARY 2009 SUBJECT: REPORT BY: BIENNIAL CUSTOMER SATISFACTION SURVEY: RESULTS FROM THE TENANT SATISFACTION SURVEY AND THE PROPOSED TENANT LIAISON TEAM ACTION PLAN DIRECTOR OF

More information

Rent Payments and Arrears Recovery Policy

Rent Payments and Arrears Recovery Policy Issue No: 2 Issue Date: 10 March 2008 Originator Title: Kevin Powe 1.0 Introduction Rent Payments and Arrears Recovery Policy 1.1 The effective operation of this policy is fundamental to our ability to

More information

Open Report on behalf of Glen Garrod, Director of Adult Care. Date: 03 February 2015 Subject: All-Age Autism Strategy for Lincolnshire

Open Report on behalf of Glen Garrod, Director of Adult Care. Date: 03 February 2015 Subject: All-Age Autism Strategy for Lincolnshire Agenda Item 7 Executive Report to: Open Report on behalf of Glen Garrod, Director of Adult Care Executive Date: 03 February 2015 Subject: All-Age Autism Strategy for Lincolnshire 2015-2018 Decision Reference:

More information

EQUALITY AND DIVERSITY POLICY & PROCEDURE MICHAEL W HALSALL (SOLICITORS)

EQUALITY AND DIVERSITY POLICY & PROCEDURE MICHAEL W HALSALL (SOLICITORS) EQUALITY AND DIVERSITY POLICY & PROCEDURE MICHAEL W HALSALL (SOLICITORS) JANUARY 2010 Michael W Halsall Anti-Discrimination Policy Introduction Michael W. Halsall Solicitors serves a diverse client base.

More information

Fyne Homes Ltd. Common Factoring Policy

Fyne Homes Ltd. Common Factoring Policy Fyne Homes Ltd Common Factoring Policy First Approved : -- Policy Reviewed : November 2014 Next Review Date : Version No : 5 Page 1 of 11 Index 1. POLICY STATEMENT... 3 2. TERMS AND CONDITIONS... 3 3.

More information

Audit Scotland Annual Report on Disability Equality A progress report for Dec 2007 to Nov 2008

Audit Scotland Annual Report on Disability Equality A progress report for Dec 2007 to Nov 2008 Audit Scotland Annual Report on Disability Equality A progress report for Dec 2007 to Nov 2008 Page 1 of 13 Introduction Background 1. Audit Scotland provides services to the Auditor General and the Accounts

More information

Equal Pay Statement and Information 2015

Equal Pay Statement and Information 2015 Equal Pay Statement and Information 2015 Contents 1. Introduction... 2 2. Commitment... 4 3. Purpose... 8 4. Approach... 10 5. Equal Pay Information... 12 6. Occupational Segregation... 14 7. Equal Pay

More information

Consultation on the introduction of diversity succession planning for board appointments and the lowering of the 150 employees threshold for

Consultation on the introduction of diversity succession planning for board appointments and the lowering of the 150 employees threshold for Consultation on the introduction of diversity succession planning for board appointments and the lowering of the 150 employees threshold for publishing gender pay gap and equal pay statements etc. October

More information

Your views on the. Annual Rent, Management Fee & Service Charge Increase 2014-15

Your views on the. Annual Rent, Management Fee & Service Charge Increase 2014-15 Your views on the Annual Rent, Management Fee & Service Charge Increase 2014-15 Introduction Govan Housing Association has always been committed to consultation with the community we serve and resident

More information

Council meeting, 31 March 2011. Equality Act 2010. Executive summary and recommendations

Council meeting, 31 March 2011. Equality Act 2010. Executive summary and recommendations Council meeting, 31 March 2011 Equality Act 2010 Executive summary and recommendations Introduction 1. The Equality Act 2010 (the 2010 Act) will consolidate into a single Act a range of existing equalities-based

More information

Our customers have choice in the way our services are delivered and over the look of their home within our normal business constraints.

Our customers have choice in the way our services are delivered and over the look of their home within our normal business constraints. CUSTOMER service charter Introduction Our approach is based on the belief that our customers expect our homes and services to be of the highest quality and provide excellent value for money. This Customer

More information

National Standards for Safer Better Healthcare

National Standards for Safer Better Healthcare National Standards for Safer Better Healthcare June 2012 About the Health Information and Quality Authority The (HIQA) is the independent Authority established to drive continuous improvement in Ireland

More information

Cernach Housing Association Factoring Policy

Cernach Housing Association Factoring Policy 1. INTRODUCTION Housing Association Limited Cernach Housing Association as a landlord and factor accepts the responsibility for providing a range of services for all of the properties under its control.

More information

Swindon Borough Council Equality & Diversity Strategy. Agreed at Cabinet 14 th April 2010. Introduction

Swindon Borough Council Equality & Diversity Strategy. Agreed at Cabinet 14 th April 2010. Introduction Swindon Borough Council Equality & Diversity Strategy Agreed at Cabinet 14 th April 2010 Introduction Swindon Borough Council wishes to be recognised as a leading public authority in the way it promotes

More information

JOB DESCRIPTION ASSET MANAGEMENT OFFICER

JOB DESCRIPTION ASSET MANAGEMENT OFFICER JOB DESCRIPTION ASSET MANAGEMENT OFFICER Responsible to: Asset Manager Role of Property Team The Asset Management team provides a comprehensive property maintenance service to tenants including capital

More information

Workforce Diversity Data

Workforce Diversity Data Workforce Diversity Data January 2015 1 Workforce Diversity Data January 2015 Version number: 2.1 First published: 22/07/2014 in NHS England s Annual Report Prepared by: NHS England People and Organisation

More information

Trustee Recruitment Policy

Trustee Recruitment Policy 1 Introduction Trustee Recruitment Policy 1.1 Ponthafren Association recognises that an effective Management Committee is essential if the charity is to be effective in achieving its objects. The Management

More information

All CCG staff. This policy is due for review on the latest date shown above. After this date, policy and process documents may become invalid.

All CCG staff. This policy is due for review on the latest date shown above. After this date, policy and process documents may become invalid. Policy Type Information Governance Corporate Standing Operating Procedure Human Resources X Policy Name CCG IG03 Information Governance & Information Risk Policy Status Committee approved by Final Governance,

More information

JOB DESCRIPTION. Community Mental Health Services Sector Manager

JOB DESCRIPTION. Community Mental Health Services Sector Manager JOB DESCRIPTION Title of Post: Support Worker, Mental Health Grade/ Band: Band 3 Directorate: Reports to: Accountable to: Initial Location: Hours: Adult Services, Mental Health Programme Team Leader Community

More information

Factoring Policy (Registration No. PF000231)

Factoring Policy (Registration No. PF000231) Clydebank Housing Association Ltd. Factoring Policy (Registration No. PF000231) Management Committee submission: 26 March 2013 Approved: 26 March 2013 Review date: March 2016 This policy can be made available

More information

A COMPACT BETWEEN PEMBROKESHIRE COUNTY COUNCIL AND THE VOLUNTARY SECTOR IN PEMBROKESHIRE

A COMPACT BETWEEN PEMBROKESHIRE COUNTY COUNCIL AND THE VOLUNTARY SECTOR IN PEMBROKESHIRE A COMPACT BETWEEN PEMBROKESHIRE COUNTY COUNCIL AND THE VOLUNTARY SECTOR IN PEMBROKESHIRE This second edition of the Compact between Pembrokeshire County Council and PAVS, representing the Voluntary Sector

More information

Local Healthwatch and NHS Complaints Service. Cabinet member: Cllr John Thomson - Adult Care, Communities and Housing

Local Healthwatch and NHS Complaints Service. Cabinet member: Cllr John Thomson - Adult Care, Communities and Housing Wiltshire Council Cabinet 23 October 2012 Subject: Local Healthwatch and NHS Complaints Service Cabinet member: Cllr John Thomson - Adult Care, Communities and Housing Key Decision: Yes Executive Summary

More information

Consultation and Engagement Strategy

Consultation and Engagement Strategy Consultation and Engagement Strategy Contents: 1. Introduction 2 2. Purpose 3 3. Aims and Objectives 4 4. Key principles 5 5. Delivery of the Strategy 6 6. Action Plan 2011-12 7 Appendix 1 Understanding

More information

BELMORES Criminal Defence & Road Traffic Solicitors EQUALITY AND DIVERSITY POLICY

BELMORES Criminal Defence & Road Traffic Solicitors EQUALITY AND DIVERSITY POLICY BELMORES Criminal Defence & Road Traffic Solicitors EQUALITY AND DIVERSITY POLICY As signatories to the Law Society s Diversity & Inclusion Charter Belmores is fully committed to the Charter and each of

More information

North East Ambulance Service NHS Foundation Trust. Job Description

North East Ambulance Service NHS Foundation Trust. Job Description North East Ambulance Service NHS Foundation Trust Job Description Job Title Patient Experience Clerk A4C Band 3 Accountability Complaints Manager Directorate Clinical Care and Patient Safety Date September

More information

Equality and Diversity Policy. Deputy Director of HR Version Number: V.2.00 Date: 27/01/11

Equality and Diversity Policy. Deputy Director of HR Version Number: V.2.00 Date: 27/01/11 Equality and Diversity Policy Author: Deputy Director of HR Version Number: V.2.00 Date: 27/01/11 Approval and Authorisation Completion of the following signature blocks signifies the review and approval

More information

The Trust. Customer Experience Policy. Customer Experience Team. Version: Final Version. Effective Date: July 2013. Affected Teams: All

The Trust. Customer Experience Policy. Customer Experience Team. Version: Final Version. Effective Date: July 2013. Affected Teams: All The Trust Customer Experience Policy Customer Experience Team Version: Final Version Effective Date: July 2013 Affected Teams: All TABLE OF CONTENTS 1. INTRODUCTION... 3 2. AIMS OF THE CUSTOMER EXPERIENCE

More information

Equality with Human Rights Analysis Toolkit

Equality with Human Rights Analysis Toolkit Equality with Human Rights Analysis Toolkit The Equality Act 2010 and Human Rights Act 1998 require us to consider the impact of our policies and practices in respect of equality and human rights. We should

More information

THE PSYCHOLOGICAL SOCIETY OF IRELAND CUMANN SÍCEOLAITHE ÉIREANN ACCREDITATION CRITERIA FOR POSTGRADUATE PROFESSIONAL TRAINING

THE PSYCHOLOGICAL SOCIETY OF IRELAND CUMANN SÍCEOLAITHE ÉIREANN ACCREDITATION CRITERIA FOR POSTGRADUATE PROFESSIONAL TRAINING THE PSYCHOLOGICAL SOCIETY OF IRELAND CUMANN SÍCEOLAITHE ÉIREANN ACCREDITATION CRITERIA FOR POSTGRADUATE PROFESSIONAL TRAINING IN EDUCATIONAL PSYCHOLOGY DATE: 22 ND FEBRUARY 2010 Date for review: February

More information

December 2013. General Comments and Observations

December 2013. General Comments and Observations Response to the consultation by the Department of Health, Social Services and Public Safety on the Modernising Learning Disabilities Nursing Review Strengthening the Commitment Northern Ireland Action

More information

How to do Business with the London. Borough of Sutton

How to do Business with the London. Borough of Sutton How to do Business with the London Borough of Sutton February 2013 1 About this guide This guide has been developed to assist businesses wishing to sell their goods and services to the Borough. Contents

More information

Volunteer Managers National Occupational Standards

Volunteer Managers National Occupational Standards Volunteer Managers National Occupational Standards Contents 00 Forward 00 Section 1 Introduction 00 Who are these standards for? 00 Why should you use them? 00 How can you use them? 00 What s in a Standard?

More information

Haringey Council Commissioning & Funding Framework Guide for the Voluntary Sector

Haringey Council Commissioning & Funding Framework Guide for the Voluntary Sector Haringey Council Commissioning & Funding Framework Guide for the Voluntary Sector Sustainability moving towards a commissioning model Document control Document details Document name Commissioning & Funding

More information

Regulation of Social Housing in Scotland. Our Framework

Regulation of Social Housing in Scotland. Our Framework Regulation of Social Housing in Scotland Our Framework Contents Chair s Foreword 2 1. The Scottish Housing Regulator 3 2. How we regulate 6 3. Monitoring the Scottish Social Housing Charter 15 4. The

More information

INFORMATION GOVERNANCE POLICY

INFORMATION GOVERNANCE POLICY INFORMATION GOVERNANCE POLICY Primary Intranet Location Information Management & Governance Version Number Next Review Year Next Review Month 7.0 2018 January Current Author Phil Cottis Author s Job Title

More information

Human Services Quality Framework. User Guide

Human Services Quality Framework. User Guide Human Services Quality Framework User Guide Purpose The purpose of the user guide is to assist in interpreting and applying the Human Services Quality Standards and associated indicators across all service

More information

DATA PROTECTION POLICY

DATA PROTECTION POLICY MILNBANK HOUSING ASSOCIATION DATA PROTECTION POLICY LS/NOV.2011/REF.P14 1) INTRODUCTION Milnbank Housing Association recognises that the Data Protection Act 1998 is an important piece of legislation to

More information

South Downs National Park Authority

South Downs National Park Authority Agenda item 8 Report RPC 09/13 Appendix 1 South Downs National Park Authority Equality & Diversity Policy Version 0.04 Review Date March 2016 Responsibility Human Resources Last updated 20 March 2013 Date

More information

AGENDA ITEM 5 AYRSHIRE SHARED SERVICE JOINT COMMITTEE 1 MAY 2015 AYRSHIRE ROADS ALLIANCE CUSTOMER SERVICE STRATEGY

AGENDA ITEM 5 AYRSHIRE SHARED SERVICE JOINT COMMITTEE 1 MAY 2015 AYRSHIRE ROADS ALLIANCE CUSTOMER SERVICE STRATEGY AYRSHIRE SHARED SERVICE JOINT COMMITTEE 1 MAY 2015 AYRSHIRE ROADS ALLIANCE CUSTOMER SERVICE STRATEGY Report by the Head of Roads Ayrshire Roads Alliance PURPOSE OF REPORT 1. The purpose of this report

More information

THE RIVERSIDE GROUP LIMITED IRVINE HOUSING ASSOCIATION

THE RIVERSIDE GROUP LIMITED IRVINE HOUSING ASSOCIATION THE RIVERSIDE GROUP LIMITED IRVINE HOUSING ASSOCIATION Two Hundred and Fifth Meeting of the Board held at 5.30p.m. on Wednesday 13 May 2015 at 44-46 Bank Street, Irvine Confirmed Minutes Present: Mr A.

More information

South Lanarkshire Council Debt Recovery Policy

South Lanarkshire Council Debt Recovery Policy South Lanarkshire Council Debt Recovery Policy If you need this information in another language or format, please contact us to see how we can best meet your needs. Phone 0303 123 1015 or email equalities@southlanarkshire.gov.uk

More information

How We Review Rent, Management Fee & Service Charges

How We Review Rent, Management Fee & Service Charges How We Review Rent, Management Fee & Service Charges Your views 2 CONTENTS Page 4 Rent, Management Fee & Service Charges Page 5 Our Approch to Rent Setting Page 6 Rent Increase Page 7 Close Cleaning Estate

More information

University of London Change Management Procedure. 1. Introduction

University of London Change Management Procedure. 1. Introduction University of London Change Management Procedure 1. Introduction 1.1 The Central Academic Bodies and central activities of the University of London (the "central University ) recognises that change is

More information

1. Executive Summary...1. 2. Introduction...2. 3. Commitment...2. 4. The Legal Context...3

1. Executive Summary...1. 2. Introduction...2. 3. Commitment...2. 4. The Legal Context...3 Mainstreaming Report and Equality Outcomes April 2013 to March 2017 Contents 1. Executive Summary...1 2. Introduction...2 3. Commitment...2 4. The Legal Context...3 5. An Overview of the Mainstreaming

More information

Asbestos Management Policy

Asbestos Management Policy Asbestos Management Policy Originator: Approval date: Policy and Strategy Team Sovini Board PCHA Board OVH Board/EMT 3 rd December 2012 22 nd November 2012 25 th September 2012 Review date: December 2013

More information

Policy document Date. YourPlace Property Management www.your-place.net. Debt Recovery Policy. Part of the GHA family. Page 0. Debt Recovery Policy

Policy document Date. YourPlace Property Management www.your-place.net. Debt Recovery Policy. Part of the GHA family. Page 0. Debt Recovery Policy YourPlace Property Management www.your-place.net Policy document Date Debt Recovery Policy Page 0 Part of the GHA family Name of Policy Responsible Officer Executive Finance Manager Date approved by YourPlace

More information

EQUAL OPPORTUNITIES AND DIVERSITY POLICY 1. GENERAL

EQUAL OPPORTUNITIES AND DIVERSITY POLICY 1. GENERAL EQUAL OPPORTUNITIES AND DIVERSITY POLICY 1. GENERAL 1.1 Juice Resource Solutions Limited embraces diversity and will seek to promote the benefits of diversity in all of our business activities. We will

More information

Quality assurance: embedding equality within college practice and processes

Quality assurance: embedding equality within college practice and processes Quality assurance: embedding equality within college practice and processes Acknowledgments Written and produced by Equality Challenge Unit. ECU would like to thank the following for contributing to this

More information

Liverpool Hope University. Equality and Diversity Policy. Date approved: 14.04.2011 Revised (statutory. 18.02.2012 changes)

Liverpool Hope University. Equality and Diversity Policy. Date approved: 14.04.2011 Revised (statutory. 18.02.2012 changes) Liverpool Hope University Equality and Diversity Policy Approved by: University Council Date approved: 14.04.2011 Revised (statutory 18.02.2012 changes) Consistent with its Mission, Liverpool Hope strives

More information

Version Number Date Issued Review Date V1 25/01/2013 25/01/2013 25/01/2014. NHS North of Tyne Information Governance Manager Consultation

Version Number Date Issued Review Date V1 25/01/2013 25/01/2013 25/01/2014. NHS North of Tyne Information Governance Manager Consultation Northumberland, Newcastle North and East, Newcastle West, Gateshead, South Tyneside, Sunderland, North Durham, Durham Dales, Easington and Sedgefield, Darlington, Hartlepool and Stockton on Tees and South

More information

THE NATIONAL ASSEMBLY FOR WALES VOLUNTARY SECTOR SCHEME

THE NATIONAL ASSEMBLY FOR WALES VOLUNTARY SECTOR SCHEME THE NATIONAL ASSEMBLY FOR WALES VOLUNTARY SECTOR SCHEME CHAPTER 1: INTRODUCTION The Statutory position 1.1 This Scheme is made under Section 114 of the Government of Wales Act 1998 which requires the National

More information

CARDIFF COUNCIL. Equality Impact Assessment Corporate Assessment Template

CARDIFF COUNCIL. Equality Impact Assessment Corporate Assessment Template Policy/Strategy/Project/Procedure/Service/Function Title: Proposed Council budget reductions to grant funding to the Third Sector Infrastructure Partners New Who is responsible for developing and implementing

More information

JOB DESCRIPTION. Assistant Director of Technology and Telecommunications

JOB DESCRIPTION. Assistant Director of Technology and Telecommunications JOB DESCRIPTION Title of Post: ICT Service Desk Officer Grade of Post: Band 3 Reports to: Accountable to: Location ICT Service Desk Manager Assistant Director of Technology and Telecommunications The South

More information

JOINT STATEMENT BY THE CHAIR AND DIRECTOR OF BRIDGEWATER HOUSING ASSOCIATION LTD

JOINT STATEMENT BY THE CHAIR AND DIRECTOR OF BRIDGEWATER HOUSING ASSOCIATION LTD Scottish Charity Number: SC 035819 Bridgewater Housing Association Newsletter for Tenants Summer 2013 www.bridgewaterha.org.uk JOINT STATEMENT BY THE CHAIR AND DIRECTOR OF BRIDGEWATER HOUSING ASSOCIATION

More information

INFORMATION SERVICES DEPARTMENT REGISTER ADMINISTRATOR JOB DESCRIPTION

INFORMATION SERVICES DEPARTMENT REGISTER ADMINISTRATOR JOB DESCRIPTION INFORMATION SERVICES DEPARTMENT REGISTER ADMINISTRATOR JOB DESCRIPTION REPORTING RELATIONSHIPS Responsible to: Learner Information Team Manager JOB PURPOSE You will be responsible for ensuring that the

More information

CHANGE MANAGEMENT PLAN

CHANGE MANAGEMENT PLAN Appendix 10 Blaby District Council Housing Stock Transfer CHANGE MANAGEMENT PLAN 1 Change Management Plan Introduction As part of the decision making process to pursue transfer, the Blaby District Council

More information

The Highland Council. Transport Environmental and Community Services Committee 6 February 2014

The Highland Council. Transport Environmental and Community Services Committee 6 February 2014 The Highland Council Transport Environmental and Community Services Committee 6 February 2014 Agenda Item 14 Report TEC No 12/14 Improvement Action Plan in Response to the 2012 Employee Survey Report by

More information

Information Governance Strategy 2015/16

Information Governance Strategy 2015/16 Information Governance Strategy 2015/16 Ratified Governing Body (November 2015) Status Final Issued November 2015 Approved By Executive Committee (August 2015) Consultation Equality Impact Assessment Internal

More information

Governors, Head teachers, Teachers and Local Authorities

Governors, Head teachers, Teachers and Local Authorities Title: Model Performance Management Policy for Schools Function: Information Status: Strongly recommended Audience: Governors, Head teachers, Teachers and Local Authorities Issued: March 2007 Model Performance

More information

Administrator Position Description. About the Drug Foundation

Administrator Position Description. About the Drug Foundation Administrator Position Description Approved by Executive Director, April 2013 Next review at annual staff appraisal About the Drug Foundation New Zealanders use drugs. That use can cause harms and add

More information

nationalcarestandards

nationalcarestandards nationalcarestandards dignity privacy choice safety realising potential equality and diversity SCOTTISH EXECUTIVE Making it work together nationalcarestandards dignity privacy choice safety realising potential

More information

Northern Ireland Assembly. Applicant Information Booklet INDEPENDENT CHAIR AND MEMBER OF THE NORTHERN IRELAND ASSEMBLY AUDIT AND RISK COMMITTEE

Northern Ireland Assembly. Applicant Information Booklet INDEPENDENT CHAIR AND MEMBER OF THE NORTHERN IRELAND ASSEMBLY AUDIT AND RISK COMMITTEE Northern Ireland Assembly Applicant Information Booklet INDEPENDENT CHAIR AND MEMBER OF THE NORTHERN IRELAND ASSEMBLY AUDIT AND RISK COMMITTEE 1 Introduction The Northern Ireland Assembly Commission (the

More information

WINSLOW CE COMBINED SCHOOL Policy on Equalities

WINSLOW CE COMBINED SCHOOL Policy on Equalities WINSLOW CE COMBINED SCHOOL Policy on Equalities Legal duties 1. We welcome our duties under the Race Relations 1976 as amended by the Race Relations Amendment Act 2000; the Disability Discrimination Acts

More information

Step By Step Guide: Reaching the Equalities Standard

Step By Step Guide: Reaching the Equalities Standard Step By Step Guide: Reaching the Equalities Standard with Indicators of Cultural Competency Published July 2015 By Russell Thomas and Berkeley Wilde Contents Page Introduction 3 The Equality, Diversity

More information

Equality and Diversity Policy

Equality and Diversity Policy Equality and Diversity Policy 1 Page 1 Introduction Ambitious about Autism strives for high standards both as an employer and as a provider of services. In so doing, we recognise the need for encouraging

More information

SPECIALIST TENANCIES MANAGER PERSON SPECIFICATION

SPECIALIST TENANCIES MANAGER PERSON SPECIFICATION SPECIALIST TENANCIES MANAGER PERSON SPECIFICATION The Selection Panel has identified this comprehensive specification for the ideal candidate and will use this to examine the internal candidate(s) who

More information

RIPLEY CHURCH OF ENGLAND VC PRIMARY SCHOOL. Governors Disability Equality and Disability Accessibility Plan

RIPLEY CHURCH OF ENGLAND VC PRIMARY SCHOOL. Governors Disability Equality and Disability Accessibility Plan RIPLEY CHURCH OF ENGLAND VC PRIMARY SCHOOL Governors Disability Equality and Disability Accessibility Plan Agreed: February 2013 Review Date: February 2014 Ripley CE VC Primary School Disability Equality

More information

Job description and person specification

Job description and person specification Job Title: Salary: Location: Reports to: Facilities and Office Manager 31,000 (Pro rata) Marshall Street Centre Manager Background: Central London Samaritans is the biggest of Samaritans 201 branches.

More information

The Scottish Social Housing Charter

The Scottish Social Housing Charter The Scottish Social Housing Charter The Scottish Social Housing Charter The Scottish Government, Edinburgh, 2012 Crown copyright 2012 You may re-use this information (excluding logos and images) free of

More information

Workplace Diversity Program 2006-2010

Workplace Diversity Program 2006-2010 Workplace Diversity Program 2006-2010 Version 1.0: November 2007 CASADOC 255 Copyright Australian Government 2007 This work is copyright. Apart from any use as permitted under the Copyright Act 1968, no

More information

ARMAGH CITY, BANBRIDGE AND CRAIGAVON BOROUGH COUNCIL GPRC/P4.0/V1.0.

ARMAGH CITY, BANBRIDGE AND CRAIGAVON BOROUGH COUNCIL GPRC/P4.0/V1.0. ARMAGH CITY, BANBRIDGE AND CRAIGAVON BOROUGH COUNCIL Document Number: Reference GPRC/P4.0/V1.0. Title of Policy: Records Management Policy No of Pages 19 (including coversheet and policy screening) (including

More information

RECORD KEEPING IN HEALTHCARE RECORDS POLICY

RECORD KEEPING IN HEALTHCARE RECORDS POLICY RECORD KEEPING IN HEALTHCARE RECORDS POLICY Version 6.0 Key Points The Policy provides a framework for the quality of the clinical record facilitates high quality, safe patient care and that subsequently

More information

INCOME COLLECTION AND DEBT MANAGEMENT POLICY

INCOME COLLECTION AND DEBT MANAGEMENT POLICY INCOME COLLECTION AND DEBT MANAGEMENT POLICY Version Number 2 Date Revision Complete Policy Owner Angela Currie, Housing and Care Director Author Jenny Gardner, Regional Manager East Reason for Revision

More information

(g) the Employment Equality (Sexual Orientation) Regulations 2003,

(g) the Employment Equality (Sexual Orientation) Regulations 2003, Linked Law Solicitors Equality and Diversity Policy (based on the Law Society s model policy issued under Rules 3 and 4 of the Solicitors Anti- Discrimination Rules 2004 and amended in the light of the

More information

Royal Bournemouth & Christchurch Hospitals NHS Foundation Trust Meeting the Public Sector Equality Duties Summary Statement May 2015

Royal Bournemouth & Christchurch Hospitals NHS Foundation Trust Meeting the Public Sector Equality Duties Summary Statement May 2015 Royal Bournemouth & Christchurch Hospitals NHS Foundation Trust Meeting the Public Sector Equality Duties Summary Statement May 2015 1.0 Introduction 1.1 At RBCH, we recognise that equality means treating

More information

Derbyshire County Council Performance and Improvement Framework. January 2012

Derbyshire County Council Performance and Improvement Framework. January 2012 Derbyshire County Council Performance and Improvement Framework January 2012 Contents 1. Introduction 3 2. About the framework 4 3. Planning 7 5. Monitoring Performance 8 6. Challenge and Review 11 7.

More information

Job Description. Line Management of a small team of staff administrating and managing patient and professional feedback and incidents.

Job Description. Line Management of a small team of staff administrating and managing patient and professional feedback and incidents. Job Description Job Title Pay Band Base Dept./Team Responsible to Accountable to Responsible for Complaints, Incidents and Governance Manager New Alderley House, Macclesfield Eastern Cheshire Clinical

More information

Homeowner s Handbook

Homeowner s Handbook Homeowner s Handbook Page 2 Contents 1. Who we are 4 2. Our Property Management service 5 3. Our charges 7 4. Repairs 8 5. Enquiries and complaints 10 Page 3 1. Who we are Cairn Housing Association has

More information

People Strategy 2013/17

People Strategy 2013/17 D a t a L a b e l : P U B L I C West Lothian Council People Strategy 2013/17 Contents 1 Overview 2 2 Council Priorities 8 3 Strategy Outcomes 10 1 Engaging and motivating our employees 13 2 Recognised

More information

Complaints and Compensation Policy

Complaints and Compensation Policy Complaints and Compensation Policy 1. Principles 2. Aims 3. Methods 4. Statutory and contractual rights to compensation 5. Statutory and regulatory requirements 6. Performance monitoring 7. Review 8. Date

More information

Post Inspection Improvement Plan

Post Inspection Improvement Plan Post Inspection Improvement Plan Introduction GHA has developed this Improvement Plan in response to the Inspection Report issued by Communities Scotland (the Regulator) in September 2007. The Plan reflects

More information

Commissioning Strategy

Commissioning Strategy Commissioning Strategy This Commissioning Strategy sets out the mechanics of how Orkney Alcohol and Drugs Partnership (ADP) will implement its strategic aims as outlined in the ADP Strategy. Ensuring that

More information

EQUALITY AND DIVERSITY POLICY AND PROCEDURE

EQUALITY AND DIVERSITY POLICY AND PROCEDURE EQUALITY AND DIVERSITY POLICY AND PROCEDURE TABLE OF CONTENTS PAGE NUMBER : Corporate Statement 2 Forms of Discriminations 2 Harassment and Bullying 3 Policy Objectives 3 Policy Implementation 4 Commitment

More information

Board Support Manager Candidate Information Pack

Board Support Manager Candidate Information Pack Board Support Manager Candidate Information Pack 1 Contents Page Section 1 Background 3 Section 2 Job Description 4 Section 3 Person Specification 7 Section 4 Terms and Conditions of Appointment 9 Section

More information

Equality and Diversity Policy

Equality and Diversity Policy Equality and Diversity Policy Agreed: November 2014 To be reviewed: November 2015 1 Contents Page 1. Scope and Purpose 3 1.1 Policy Statement 3 1.2 Principles 3 2. Accountability 4 3. Monitoring 7 4. Stakeholders

More information

Code of Ethics for Pharmacists and Pharmacy Technicians

Code of Ethics for Pharmacists and Pharmacy Technicians Code of Ethics for Pharmacists and Pharmacy Technicians About this document Registration as a pharmacist or pharmacy technician carries obligations as well as privileges. It requires you to: develop and

More information

Business Services Organisation (BSO) Disability Action Plan April 2013

Business Services Organisation (BSO) Disability Action Plan April 2013 Business Services Organisation (BSO) Disability Action Plan 2013-2018. April 2013 Contents Introduction Who is included in our plan? How we developed this plan What we do How people can be involved in

More information

Sanctuary Housing Association Accommodation based services in Adur and Arun Service Specification for a Housing Support Contract

Sanctuary Housing Association Accommodation based services in Adur and Arun Service Specification for a Housing Support Contract Sanctuary Housing Association Accommodation based services in Adur and Arun Service Specification for a Housing Support Contract Aims To provide a housing support service to customers for the purpose of

More information