Adactus
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Finance |

Q. Where do you get your money?

A. The rents and service charges that we collect pay for all everyday costs such as repairs and maintenance, staffing costs and paying off our loans.

When we build new housing we fund this by borrowing money from
banks and building societies and by bidding for grants from
organisations such as The Housing Corporation and local authorities.

Q. How much of your assets are encumbered with debt?

A. Approximately 2,000 of the Group's properties are unencumbered. The following graph shows figures for the Group's Gearing Ratio over a five-year period. It demonstrates low debt in comparison with the Group's assets.

Q. How manageable is your existing borrowing?

A. The following graph shows figures for the Group's Operating Surplus to Interest Payable Ratio over a five-year period. It demonstrates that the Group has considerable headroom to pay the interest on its debt.

Q. Do you have to borrow to fund day-to-day activities?

A. No. The following graph shows healthy surpluses over a five-year period. These surpluses are used to help fund the Group's development programme.

Q. What do you develop?

A. A mix of new-build housing and refurbished housing. Most of what we develop is intended for rent but some properties are available on a shared ownership basis. We have won awards for our innovative refurbishment schemes.

Q. Does Adactus have Partnering Status?

A. Yes we are one of seven Partnering associations in the North who participated in the partnering pilot programme receiving a £13m allocation for 2004/6. Partners are able to bids for the majority of funding available to develop affordable housing.

Q. Do any other organisations access development funding through the Group?

A. Yes. Consortium members include Arawak Walton and Pierhead Housing Association.

Q. What is your record on delivery?

A. The Group, year on year, meets its cash spend and practical completion targets as set with the Housing Corporation. Check out our latest Housing Corporation Assessment for further detail.

Q. How large is your Development Team?

A. The Development Team consists of 12 staff who are focused on the delivery of the development programme. In many areas they work alongside and compliment the work of Adactus Regenerate.

Q. What is Adactus Regenerate?

A. Adactus Regenerate is our division that focuses on delivering government initiatives to make social improvements to communities and neighbourhoods other than housing. Its work focuses on providing joined-up neighbourhood management, employment and training initiatives.

Q. How many people work within the Adactus Regenerate division?

34 staff (including a neighbourhood warden scheme of 19 staff).

Q. Can you provide any examples of the regeneration work that you do?

Yes. We deliver New Deal contracts for the Over 50s and an ethnic minority outreach service. We run a neighbourhood office in a Housing Market Renewal area to co-ordinate and improve local services. We provide an award winning intergenerational training programme based-around the use of the internet. We run a neighbourhood wardens service in East Manchester.

Q. What are the areas of focus for your development work?

A. The Group's development work is currently focused on the following local authority areas:

• Chorley
• Lancaster
• Manchester
• Preston
• Sefton
• Trafford
• Wigan

Q. Do you have any experience of working in areas receiving Housing Market Renewal Fund monies?

A. Yes. We are active in North and East Manchester and in Sefton. We are "Lead RSL" in two areas and Adactus was the first housing association in the country to start on site with a Housing Market Renewal funded project.

Q. What is Adactus Support?

A. Adactus Support is a division of Adactus Housing Association Ltd that specialises in the provision of housing and support services to vulnerable people.

Q. What is Adactus experience in provision of supported housing?

A. Supported Housing and its continued development has been a key part of the Group's business in recent years and the commitment to expand is an integral part of our business plan. The group has diverse experiences of developing and managing many different types of supported housing projects including directly managed, specialist supported housing projects, floating support, resettlement schemes, and projects managed in partnership with managing agents.

Q. What type supported housing do you manage?

A. Our six supported accommodation projects in Lancaster, Wigan and Leigh consist of 34 homes for vulnerable single homeless people and young people leaving care, between the ages of 16 - 25, who require support prior to obtaining and successfully sustaining an independent tenancy.

Our ten-bedroom mother and baby project in Wigan is for vulnerable young women between the ages of 16 – 25 who are pregnant or who have young children and require an support prior to obtaining and successfully sustaining an independent tenancy.

Our Smart Start Tenancy Support Service is a resettlement project within the Wigan and Leigh Borough for vulnerable single homeless people and single parents between the ages of 16 - 25, who require an amount of support to enable them to settle into and successfully sustain an independent tenancy in the community.

Our Tenancy Support Service operating in South Manchester is for people with Disabilities is a floating support service for people aged over 18 who have a physical disability and need support to enable them to sustain their tenancy in the community.

Our Young Tenant Support Services is a resettlement project within North and East Manchester is a cross tenure service for young people between 16-25, who require support to access or sustain an independent tenancy.

Q. What are agency-managed schemes?

A. Within our agency-managed profile, the Association has entered into a number of partnership arrangements with other specialist organisations to provide housing and appropriate support services to residents with specific support needs.

The Group currently work with Social Services Departments, Specialist Support Organisations and Primary Care Trust to provide around 300 homes for people with special support needs including:

• Learning Disabilities
• Young Single Homeless
• Mental Health
• Physical Disabilities
• Women Fleeing Violence

Q. What has Adactus done about 'Supporting People'?

A. We have embraced the changes in the supported housing sector ensuring that the ethos of continual improvement and the Quality Assurance systems are adopted throughout our work.

We are highly regarded by the Supporting People departments at the Administering Authorities in the North West and have been successful in securing contracts for delivering housing related support to our residents.

We constantly strive to improve our services and have recently been successful in achieving high standards following service reviews with Supporting People for many of our services.

What is your track record like on dealing with anti-social behaviour?

We have been at the forefront of tackling the problem of
anti-social behaviour for some time as evidenced by the
following facts: -

• We have a long history of working in challenging areas
suffering severe low demand.
• We were the first housing association to pilot Starter
Tenancies to help control nuisance behaviour.
• We were the first housing association in Manchester to
enforce an Anti-Social Behaviour Order (ASBO).
• When we were inspected by the Housing Corporation, they
felt our antisocial behaviour service was "excellent".

What can you do when anti-social behaviour occurs?

Usually a case will be resolved by a combination of actions. Our procedures emphasise the need for good communication, multi agency working, record keeping and effective monitoring of cases. We are experienced in using a range of non-legal and legal
remedies available to us, including:

NON-LEGAL REMEDIES
• Letters
• Warning Interviews
• Agreed Behaviour Plans
• Acceptable Behaviour Contracts
• Mediation

LEGAL REMEDIES
• Portable CCTV
• Professional Witnesses
• Section 21 Notices
• Notice of Seeking Possession
• Possession proceedings
• Injunctions

What do you do to prevent anti-social behaviour?

We use Starter Tenancies where possible and strongly emphasise tenancy conditions on sign-up and in newsletters and leaflets. We act to deal with nuisance and publicise our actions.

The experience of our Adactus Support division ensures that we can offer support packages to groups at most risk of causing nuisance. We run successful floating support projects in Manchester and in Wigan.

Our Neighbourhood Wardens in East Manchester and links with Goldzone Police Officers in Bootle also help to prevent anti-social behaviour.

How do Neighbourhood Wardens help?

The Neighbourhood Wardens scheme we run in East Manchester offers wardens on patrol from 9.30am until 10.00pm, seven days a week. Our team of 15 Wardens have become the eyes and ears of the neighbourhood since the scheme was introduced in 2001. Through high visibility they prevent crime, reassure residents, reduce the fear of crime and offer sound advice. In addition, they also develop projects to tackle specific types of nuisance as they arise. They can respond to a spate of street robberies or burglaries andby simply altering their patrol route they act as a deterrent.

What is the Goldzone Initiative?

The Goldzone initiative is a groundbreaking approach to
Neighbourhood Policing. In the Housing Market Renewal area of Sefton where Adactus
is the 'Lead Housing Association' we are working very closely with our Goldzone Police Officer. In Sefton, the Goldzone initiative has resulted in five Police Officers employed to work directly in designated Housing Market Renewal Intervention areas. The officers are assigned to the area for the whole 40 hours of their work and cannot be called upon for other duties such as policing football matches or other events. As the lead RSL, part of our role is to manage the neighbourhood and help co-ordinate services to the neighbourhood. We have played a key role in breaking down the barriers between the Goldzone Officer and the community and help set locally identified priorities on a
quarterly basis. This initiative has been running since January this year and is already proving invaluable in reducing crime and the fear of crime.

What else do you do?

Diversionary activities are an excellent method of preventing Youth Anti-Social Behaviour. The Neighbourhood Wardens in East Manchester now run football-coaching sessions for young people and are looking to include cricket, rounders and basketball during this year's summer holidays. We have also worked with the Manchester Football
Association to introduce a sustainable football community project which aims to build local clubs and offer people the opportunity to become qualified coaches or referees.

PROVISION OF SERVICES

What are your opening hours?

Our standard opening hours are 9am to 5pm Monday to Friday. At our larger offices however we operate extended opening hours of 8am to 6pm Monday to Friday.

Do you employ generic or specialised housing officers?

Our housing officers have a generic role and deal with lettings, rent collection, management of empty homes and neighbour nuisance – we feel that this way customers receive a more consistent service and staff take on more responsibility to resolve issues. At the same time however we do employ some staff in specialist roles to provide expert advice that the housing officers can draw upon when needed such as a Welfare Rights team and dedicated repairs staff.

What does the Welfare Rights team do?

Our Welfare Rights Team aim to maximise the incomes of our tenants by providing general guidance on money management and expert advice on the benefits that people may be entitled to. For example, the Welfare Rights Team represent our tenants from time-to-time in court cases to gain under-paid benefits.

Do you have any online services?

Our current website provides news updates and a range of information leaflets. Our customers can also use their PayPoint cards to pay their rent on line. We have started a project to expand online services considerably however during the current financial
year and will introduce services such as viewing the balance on rent accounts, ordering repairs and booking repair appointments online before April 2006.

How satisfied are your tenants with the customer care service?

Our latest tenant satisfaction survey found that nine out of ten people found our customer care staff to be helpful when dealing with their last enquiry.

MARKET RESEARCH

How do you know what customers want?

We do a lot of work to ask or discover our customers' needs, expectations and requirements and we make sure we do something with what we learn. Our Corporate Services staff analyse the customer feedback we receive from a variety of sources: satisfaction surveys; minutes of tenant meetings; focus groups; trends on the complaints database etc; and feed it all into the business planning process.

Can you give an example of responding to something customers have asked for?

Follow-up meetings with some of the Group's black tenants who had expressed dissatisfaction in a survey identified that a key reason for dissatisfaction was the Group's practice of only tiling a few rows high above baths. This practice did not meet the needs of some of our Muslim tenants who bathe standing up and was leading to maintenance problems. Through this work, the Group was able to budget for a change in its maintenance procedures and change its tiling practices to better meet tenant expectations.

What do you mean by "discovering" what customers want?

Through statistical analysis of surveys we identify the key drivers of customer satisfaction. We can do this without asking bluntly what people prefer. Recently, this work revealed that to increase customer satisfaction with the repairs service we would be better to concentrate on reducing the number of times a repair is attended to rather than increasing further the speed with which a repair is done. This finding has led to new performance indicator targets for 2005/06.

ENSURING EQUAL ACCESS TO SERVICES

How do you address the diverse needs of customers?

All staff and board members receive equality and diversity training and we employ a dedicated member of staff who takes an overview of equality and diversity issues.
Examples of the services we provide in this area are: -

• Our offices have level access and automatic doors
• Induction loop systems are available for the hard of hearing at all our offices;
• Help for the disabled is clearly flagged at all our offices
• We produce written documentation (letters, brochures, leaflets) in accordance
with visual standards guidelines developed with tenants
• Our main website is DDA compliant
• We record any disability that our customers feel they have and take this into
account when providing services
• We record the preferred language of our customers and use this information
when contacting them
• Alternate language and large text flags on all leaflets and letterheads
• We subscribe to Language Line to provide interpreting services over the telephone
• We hold weekly surgeries in areas where we have concentrations of tenants
with language needs
• We can provide English language large text, audio tapes or CDs in house
within 48 hours
• We access external translations within one week

KEY POLICIES AND PROCEDURES

How do you deal with complaints about services?

The Association operates a four-stage complaints procedure that was developed following Housing Corporation and Housing Ombudsman advice, good practice from other companies in the sector and extensive consultation with tenants. A key feature of our procedures is the tracking of complaints on a database which also produces form letters and questionnaires to ensure that complaints are dealt with in a consistent manner.

How do you ensure data protection and confidentiality?

The key features of our policy and procedure on this are: -
• Our computer systems are password protected
• We destroy paper files when they are no longer of use to us
• We ask for permission before allowing someone to represent a customer in a
complaint or appeal
• We ask for passwords when discussing applications for housing
• We ask tenants to quote their rent account numbers before discussing their
rent account with them

What is your approach to quality management?

We maintain a full suite of policies and procedures on the
company intranet. We employ a dedicated internal auditor
who tests our practices against these policies and procedures
and recommends improvements as and when necessary.

ORGANISATIONAL STRUCTURE

What are the companies within the Adactus Housing Group?

The principle subsidiaries of the Adactus Housing Group are two housing associations –
Adactus Housing Association Ltd which manages a wide range of affordable housing for rent; and Beech HA Ltd which specialises in shared ownership and leasehold housing.

What does the Parent do?

Adactus Housing Group Ltd provides staff and services for other members of the Group for anything not involved in the day-to-day management and maintenance of housing. This includes: Development, Finance, Planned Maintenance, Business Planning, Committee Services, IT, Statistics, Marketing, Resident Involvement, Health & Safety, Regulatory Advice and Company Secretarial and Legal Advice. The Parent has a role in setting overall strategy, which it does in co-operation with its subsidiaries, and in the monitoring of the delivery of strategy. All day-to-day housing management and maintenance policies and decisions remain the province of the housing association
subsidiaries Beech HA Ltd and Adactus HA Ltd.

What does Acuna Ltd do?

Acuna Ltd is a profit-making company that manages commercial premises. Any profits that Acuna makes are covenanted back into the Group to enable cross subsidisation of our work.

What does Palatine Contracts do?

Palatine Contracts acts as a subcontractor, managing the Group's development work. This arrangement generates savings in VAT for the associations in the Group.

What are the James Tomkinson Memorial Cottages Trust and Heartland Court Management Ltd?

Adactus Housing Association is Corporate Trustee for the James Tomkinson Memorial Cottages Trust which manages a row of cottages in Daresbury and is majority shareholder of Heartland Court Management Ltd which manages unadopted parking spaces at one scheme.

What is the relationship between the Parent organisation and the subsidiaries?

The housing association subsidiaries of The Adactus Housing Group Ltd retain a high level of autonomy in deciding how local housing management services should be delivered and they collectively appoint over half of the Parent's Board of Management. Group control is established through the Parent having the right to appoint the Board of any subsidiary that fails to meet its business plan or whose actions prejudice the Group's registration or reputation. This relationship is governed by a Procedure Agreement signed by each subsidiary that details how the Parent may intervene and appoint the subsidiary board.

BOARD MEMBERSHIP

How many tenant board members do you have?

Three tenants presently sit on the board of Adactus Housing Association Ltd, one of whom also sits on the Parent board.

How do you ensure that board members have sufficient skills to competently guide the Group?

We have introduced an appraisal process for board members involving an independent consultant to scrutinise skills and experience.

Do you pay board members?

No. Our board members offer their time voluntarily and are only paid reasonable expenses.

REGULATORY POSITION

What is your relationship with the Housing Corporation like?

Our relationship with the Housing Corporation is excellent. We engage positively with our regulator and deliver on our promises to them. The Group has never had anything but a full set of green traffic lights in its Housing Corporation Assessments and as a
partnering association delivering a development programme of over £20 million, the Corporation obviously have faith in our ability to deliver. They have been particularly impressed by the work we have done recently on governance, business planning and asset management. Our Lead Regulator has circulated our business plan to her colleagues as a good practice example and has asked whether we would be happy to show our asset management systems to her colleagues.

TUPE

Does the Association have experience of TUPE?

Yes. We have been involved with three separate TUPE undertakings: one involving four staff; one of 50 staff and one of 125 staff.

TERMS AND CONDITIONS

Do all employees have a copy of the terms and conditions?

Yes.

How are these presented to employees?

All employees are given an employee handbook shortly after commencement of employment. Employees are informed during induction with the personnel manager of terms and conditions, policies and procedures, and introduced into the culture of the organisation. The terms and conditions are also maintained on the intranet.

How often are these reviewed?

On an annual basis and as and when required by legislation.

Who reviews the terms and conditions?

The Joint Negotiating Committee consisting of management and trade union.

How are employees involved and informed of any changes to their terms and conditions?

By consultation meetings, through the union, the employee
information and consultation committee, and by personal
correspondence.

Are they competitive and how are they benchmarked?

Terms and conditions are competitive to recruit and retain quality employees. They are benchmarked against market forces in the public and private sectors.

Do you operate flexible working / family friendly policies?

Yes. We offer standard things like flexi-time, part-time working, and job share. Many of our staff also choose to work a four-day week 8am-6pm and our terms and conditions offer enhanced maternity and paternity benefits and time off for dependants.

How many days holiday do employees receive per annum?

24 days per annum, plus three concessionary days at Christmas, plus bank holidays.

Do employees have extra days for length of service?

Yes. Two days after two years completed service and one thereafter for each complete year of service up to a maximum of five days.

What are sick pay entitlements?
Employees receive full salary for 13 weeks sickness. For a continuous period of sickness greater than 13 weeks, employees benefit from the group's Permanent Health Insurance which is at the rate of half pay.

Do you offer any sort of help to employees with issues outside of work?

Yes. The Group has a strictly confidential Employee Assistance Programme which offers advice and counselling through a 24-hour help line.

PENSIONS

Does the group offer a company pension?

Yes. The group is a member of The Pensions Trust – "Social Housing Pension Scheme".

Are all employees eligible to join the scheme?

Yes. All Employees are eligible to join this scheme on commencement of employment

What kind of pension scheme is it?

The scheme is a contributory final salary pension scheme where both the employer and employee make contributions.

Does the scheme have life insurance?

Yes.

Does the scheme offer early retirement?

Yes.

TRADE UNION

Does the Group approve of its employees joining a Trade Union?

Yes. The Group recognises the benefit of joint negotiations, discussion and the making of agreements.

Is there are recognised Trade Union?

Yes. The Group has a Procedural and Recognition agreement with the Transport & General Workers Union (T & G).

What does this mean?

This agreement gives sole negotiating rights for all terms, conditions and matters concerning employees to the T & G.

How does this work?

Shop Stewards are elected from amongst members of the Union. They represent members at quarterly Joint Negotiating Committee meetings (JNC). These meetings consist of an Employer's side and a Union side and discuss matters affecting salaries and working conditions for employees.

How are staff informed that there is a recognised Union?

Shop Stewards are informed of all new employees whose terms are for two months or more and are able to approach them to give information about the Union. Also, there are notice boards in all offices displaying Union literature.

EMPLOYEE CONSULTATION, INVOLVEMENT

How does the group inform and consult with employees?

The group has an active Employee Information and Consultation Committee that meets on a regular basis. Employees are also informed through the intranet and by
personal correspondence. Information is also provided through regular team meetings.

Who is on the Committee?

The committee is made up of elected representatives from all sections within the group, the trade union shop steward, admin/personnel manager and the chief executive.

What items are employees consulted on?

The committee is informed of group business activities and consulted on proposed policies and procedures.

How are other employees informed of the issues raised at the meetings?

The minutes of the meeting are displayed on the intranet and employees who do not have access to a PC are sent hard copies of the minutes by the managers or admin/personnel.

EMPLOYEE DEVELOPMENT

Is the Group committed to employment development?

Yes. The group has received recognition as an Investor In People and has a healthy training budget.

How is training and development identified?

Training needs are identified at time of annual appraisal and during 'on the job' procedures. The HR Section plays a role in monitoring common training themes identified in appraisals and in acting proactively to introduce training programmes to support the Group's business plan objectives.

How is training conducted?

Employees either attend day release college courses for professional qualifications, short training courses, seminars, conferences, or on the job training (coaching, mentoring). Free training is also offered by the trade union on a variety of subject and skills.

How is training evaluated?

Training is evaluated by feedback forms to evaluate the trainer/training. Employee training evaluation is obtained by work performance, verbal feedback, at appraisal, and through individual supervision meetings.

What is the size of your directly employed maintenance (DLS) team?

We employ 70 maintenance operatives that help deliver our
maintenance service. We have responsive repair teams, relet
repair teams, painting and decorating teams and six grounds
maintenance teams.

What role does your directly employed maintenance (DLS) team play in delivering your maintenance service?

Our DLS undertakes approximately 80% of all responsive repairs, around 250 repairs per week. They do a similar percentage of relet repairs, around 12 per week. We are CORGI and NICEIC registered. Our CORGI registered gas engineers successfully service and test all gas appliances that are the responsibility of the organisation, along with assisting the responsive and relet teams. Our team of NICEIC qualified electricians service and test the majority of our sheltered & supported schemes along with assisting the responsive and relet teams. The DLS also maintain the grounds of all our sheltered schemes, extra care schemes, communal areas, supported housing schemes and some of our leasehold schemes. We also employ eight experienced painters & decorators that complete around 50% of our cyclical painting redecoration programme.

What is your intention for the DLS in the future?

Our aim is to increase the number of DLS operatives to undertake 95% of all our responsive, relet and cyclical responsibility. We are also aiming for the DLS to undertake around 40% of all planned (DHS) work programmes within the next three years. In this current financial year we are recruiting two qualified plumbers, four multi-skilled operatives and four multi-skilled operative trainees.

What are your plans to meet the 2010 Decent Home Standard?

In 2003 we set about gathering detailed information on all our stock, one of only a few RSL's in the country to undertake such a task. Most RSL's extrapolate stock
information from a 10%-20% sample survey. Normally a team of expensive consultants are employed to carry out a sample survey. Our approach ensures that we remain in control from start to finish. We manage the entire process enabling us to minimise disruption to our tenants, yet at the same time offering them a housing management service. We are able to guarantee the reliability of the data as it is returned by our directly employed surveying staff and we can use this information effectively to manage our assets and planned programmes. Our 100% stock condition survey will be completed in the next few months. Our team of qualified surveying staff use the information collected from the survey and modern database technology to accurately forecast element replacement and ensure budgetary control; consequently meeting the Government's Decent Home Standard.

How do you procure planned maintenance work?

We currently procure our planned works programme through a mixture of competitive tendering and supply chain partnering.

What is Adactus Xtracare?

Adactus Xtracare is a division of Adactus Housing Association Ltd that specialises in the provision of services to older people such as residential care, sheltered housing, extracare schemes and specialist dementia schemes.

How much sheltered housing do you manage?

We manage around350 flats and a small number of bungalows which are known as Category One sheltered housing – self containedflats with community alarms but no Scheme Manager orcommunal facilities. We manage a further 580flats and a small number ofbungalows which are knownas Category Two sheltered housing – self containedflats with either a resident or non-resident Scheme Manager and communal areas such as a Communal Lounge, Kitchen and Laundry.

What Extracare schemes do you manage?

We manage 97 flatsacross three Extracare schemes where residents live in self contained accommodation but have access to care provided by external agencies tailored to suit individual needs. Tenants needs are assessed individually to obtain the appropriate package of care required. Schemes are specifically designed to offer older people a safe and secure environment and provide them with independence, control and increased choice in their lives. Features of these schemes include onsite shops, sensory gardens and hairdressers etc. One of these schemes is highly innovative and was developed in partnership with Stirling University to offers a supportive environment for people with mental health needs. It features a unique 'pod' design to minimise the potential for confusion in the scheme. A multi-functional room is equipped with massage chair, relaxation music and sensory lighting.

Do you have any leasehold schemes for the elderly?

Yes we manage about 160flats across four schemes.

Do you have any residential care homes?

Just one very well run scheme providing a home for 19 residents. The scheme has been awarded the maximum five stars in the RDB Star Rating System that assesses the quality of care within homes in the Wigan Borough.

Do you have experience in remodelling unpopular sheltered housing?

Yes. Last year we remodelled a traditional sheltered housing scheme into a new extra care scheme. It has proved to be highly successful.

What is your approach to Aids and Adaptations?

Although we have no statutory obligation, we do maintain our own budget to provide this work. We also work with our local authorities to provide Disabled Facilities Grants.

How do you take account of the needs of older people more generally?

We produce our written communications to strict visual standard guidelines. This includes the use of minimum font sizes of 14pt for information relating to tenancy conditions or health and safety matters. We have developed a picture of the disabilities that affect our tenants and use this information to flag special needs to staff
prior to their contact with the customer.

What priority do you give to tenant and resident involvement?

We have produced a 'Resident Involvement Statement' that sets out clearly and precisely, our commitment and approach to this important area of work. Our Business Plan sets out our key objectives and all our work is aimed at meeting these objectives. Objective one is to 'Listen and respond to the views of our customers in seeking
continuous improvement in our activities'. We have set down a number of measures in order to meet this objective. For example we set targets for increasing the number of
participants involved in consultation, we undertake customer satisfaction surveys and we are committed to involving residents in reviewing two services areas during the year. We have a Resident Involvement Strategy, which sets out in detail, our more specific aims for resident involvement. All our resident involvement work flows from this strategy. Our tenants have been involved in developing all of these documents through consultation with our Tenants' Forums, at meetings and by post.

What opportunities do you offer to tenants to influence decisions about their homes and housing services?

We offer a 'Menu of Involvement' to all our tenants. This is simply a way of describing and promoting our approach. There are various methods and levels of involvement and people can choose one or more that suits their interests, circumstances and time available. For example, providing feedback through postal questionnaires about satisfaction with services takes the least amount of time, so we get high levels
of response. The information is very valuable and is used to develop our services, for example, it influences our strategy for maintaining our housing stock. Some of our tenants get involved in our Forums, which take more time and effort but are at the very centre of developing and improving services by reviewing and changing policies
and procedures on a regular basis.More local influence on how we manage homes and services, comes from residents who attend 'house' or area meetings with local staff or who set up independent residents' associations that then work informally with local teams or become 'formally recognised' and work more closely with Adactus. We offer other, less 'traditional' methods of involvement, such as tenant inspectors and we openly invite new ideas for involvement projects from our tenants.

What do you consult tenants and their tenants' associations or other organisations about?

We have a ' Consultation Framework', which clearly states the broad types of issues that we consult on and who we will consult with, from individual tenants, to local residents' groups and our different Forums for involvement. We have published our commitment, principles and clear definitions for what we mean by 'consultation' and 'information'. We have a clear reporting procedure to ensure that the senior management team and our Boards are involved in approving major consultations and that all consultation activity is recorded and reported.

Do you have dedicated staff for resident involvement and a separate budget?

Yes, we have a Group Resident Involvement Manager and a Resident Involvement Officer who are responsible for making sure that the Resident Involvement Strategy is delivered. This means working with both tenants and other housing staff. For example, working directly with tenants andresidents, organising meetings for the Forums, carrying out postal consultations, working to support development of local residents' groups etc. Equally important, is the work done with staff at all levels. This includes providing information, advice, guidance and training aimed at ensuring that incorporating customers' views is considered when planning all our work, locally or centrally. There is a substantial central budget and local area budgets to finance this work.

Do you have tenants on your Board?

Three tenants presently sit on the board of Adactus Housing Association Ltd, one of whom also sits on the Parent board.

What support do you give to local tenants' and residents' associations?

We are very positive about the benefits brought by local tenants' and residents' groups. Our resident involvement staff and local area housing staff work with people who want to try and start such groups. This includes providing advice, guidance and support, as well as practical help, such as organising initial meetings, designing and delivering flyers etc. Our approach is aimed at enabling a group to develop independently in whatever way the people involved want it to. If a group aims to
reach a stage where it can campaign for neighbourhood improvements, be formally recognised and consulted by Adactus or other service providers, such as Councils, police etc. we help them with advice and training if needed. When groups meet our standards for recognition, we provide more support, including grants and free membership of the Tenant Participation Advisory Service. All the support we provide is continuous, including top-up grants, for as long as a group remains active.

Do you do anything else to support residents working in their communities?

Yes, we provide 'community development grants' for tenants who want to develop community-led projects that improve the lives of people in their neighbourhood. We also help tenants' and their groups who want to develop their project ideas and apply for funding form other bodies such as the Lottery or Community Chest.

Do you support tenants who want to take control of managing their homes and housing services?

Yes, we see tenants managing their housing as a positive involvement option for those tenants who want to 'take ownership' of their homes and neighbourhoods. We publicise
this option as part of our 'Menu Of Involvement' and take seriously any requests to explore this. Tenant controlled housing organisations can gain a high level of confidence and co-operation from people in communities that may not have existed before. This level of involvement can be a recipe for success in bringing improvements in many ways. Tenants who want to take this route need support, including independent advice, information and sometimes training. The specific needs will vary, depending on the people involved and the type of organisation that they opt for. Our commitment is to work with tenants who want to explore the options for greater control by providing the necessary staff time and resources as well as helping them to get access to independent advice. Importantly, we would also ensure that the considerable tenant consultation needed as part of the process is carried out.

What have you done that's new or different in resident involvement?

Our approach to resident involvement is a very broad one. We see as positive projects that are aimed at increasing communication between Adactus and its customers or
developing the knowledge and skills of residents. We are always interested in supporting or developing innovative projects. For example, we project-managed and worked with residents of supported housing to produce a video about the experiences of residents in different types of supported housing. This was funded by the Office Of The Deputy Prime Minister and the resulting video was developed and made by residents themselves. We have also produced a video drama, again involving our tenants, which is about the experience of getting involved in residents' groups. The dialogue is in Urdu with English subtitles and will be used to promote resident involvement to people whose first language is Urdu. We have developed and are currently delivering a community-based training course on DIY and gardening in
East Manchester. This was part-funded by a successful application for a Housing Corporation Community Training & Enabling Grant.

What do you offer to help residents develop their involvement skills?

We see this as an essential part of our resident involvement work to increase people's ability and confidence to contribute. For example, during the consultations we undertake on policies and procedures with our Tenants at the forum, we ensure that residents have the time to develop an understanding of the subject through presentations from staff with questions, before asking for feedback. This is supplemented, depending on an individual's needs or interests, by attendance at conferences or training courses or simple one to one work with resident involvement staff and the provision of background information.

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> Tenant involvement

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