Social Value and the Customer Perspective Jenny Osbourne Acting Chief Executive TPAS
TENANT PARTICIPATION ADVISORY SERVICE • Founded in 1988 as a result of a Duke of Edinburgh enquiry into British Housing in 1985 • Not for Profit organisation • Membership Organisation • Promote good practice in involvement and empowerment • We act as a vital hub between government, social housing landlords and residents, helping forge strong partnerships essential to the creation of great communities • We help successfully join up government policy with front line service delivery and grassroots tenants groups • We are a key stakeholder with the DCLG, HCA, • CIH and many more
The Balancing Act How do landlords and tenants work together to achieve balance between the need to work within finite resources and desire to address a wide range of social goals as well as core services to tenants?
Why Involve? 1. Great for business 2. Regulatory and Statutory 3. Expectation from residents
1.Great for business and improves more than social value Increases social value and positive outcomes for communities Improves services, performance and efficiency Improves management of contractors’ performance Increases accountability, transparency and responsiveness- corporate social responsibility
1.Great for business and improves more than social value Constructive and productive staff/resident relationships Enhances public relations, reputation Ability to managing risk, provide assurance Ability to measure performance against key national and local performance indicators Improves Value for Money
2. Regulation & Social Value • Consumer and Economic standards (HCA) Social value through capacity building, scrutiny of VFM, involvement in decisions, promotion of social, environmental and economic wellbeing…….. understanding how assets and resources perform in financial, social and environmental terms and from the perspective of a range of stakeholders • Public Services (Social Value) Act 2012 Consider how services procured may improve the economic, social and environmental well being of an area- helped to support Social enterprises
3.Social value means to us and residents • Social and economic benefits – improvements in health, reduction in bills, job opportunities • Service quality – Improvements in services provided • Environmental benefits – allotments, community gardens, reduction in pollution • Financial benefit – What are the costs and savings?
3.Social value means to us and residents “Resident involvement is key to achieving real social value; in developing involvement and community initiatives, social enterprises, projects, partnerships to scrutiny of impact assessments, V4M statements and service performance and more.”
Social businesses do …….. • Get the most value out of resources-how resources are allocated and used-beyond price – Wakefield and District Council award new milk contract to company who not only supplied milk but also delivered lessons on healthy living to schools, job opportunities etc • Focus on opportunities to invest in communities and ensuring these deliver social value • Ensure projects deliver value for money (economy, efficiency and effectiveness) • Social businesses measure and evaluate
Measure • Impact assessment, social returns, outcomes and benefits… the language varies. What is important is building sustainable communities and understanding what difference is being made - the social value a projects brings • How do you do evidence and demonstrate this?
Social Value so far….. 71% thought Social Value Act has led to better service delivery and innovation 52% respondents said the Act led to cost savings 62.5% organisations had no way to measure social value Recommendations: • create a social value lead • have a policy • work with social enterprises
Where do you start in assessing social value? Outcomes - What did benefits Inputs-right we get out assets for what we and resources put in? Impacts “Methodologies are like iphones, always a newer version that is a must have but fundamentally all the same” KevinRobbie@socialvalues via twitter
Social Value and Involvement • Be clear what is to be achieved by involving residents or your community Involve in developing vision, objectives, targets, delivery, monitoring, evaluating, scrutinising • Get the basics right and measure involvement against objectives- whatever method used will link to your V4M assessment • Various toolkits- lots of overlap • TPAS Basic Impact Assessment toolkit
Toolkit Be clear what is to be achieved – set objectives, link to corporate social 1. objectives, consider diversity issues 2. What input is needed? Who is involved- residents, staff, other stakeholders. What time and funding is needed? 3. What outputs will there be? What is expected, what can be measured? Can you set performance indicators that are financial, environmental and social? 4. What outcomes and impacts are to be achieved? What are the changes expected for this project? Can you theme these as financial, environment and social? How will you measure? What V4M can be ideintified? What is the overall impact expected? What difference has the project made? 5. Assessment: During and post project revisit 1-4. Were there any unexpected results? What are the effects on staff, residents and communities? What PIs you set will help you decide how you measure i.e. surveys, focus groups and feedback, how will you decide what happens next? 6. Plan, do, assess and review and always Involve, involve, involve…………………………………….
TPAS • TPAS Impact Toolkit – call Consultancy team for support on impact assessments and other evaluations, setting up procurement groups • New courses for residents and staff – Show the worth: overview of V4M and impact assessments – Next steps and Impact Assessment courses – Involvement in procurement • TPAS Resident Involvement Accreditation – Assess if involvement is embedded and effective
Other Toolkits and systems or tortuous terminology? Toolkits • SROI Social Return on Investment- can help manage and understand the social, economic and environmental outcomes created by activities – use costs v agreed monetary value of social return i.e. Aspire HA £1:£5.25 • HACT well being tool-useful for community investment initiatives- feelings before and after, other support i.e. impact value calculator, helps if you know algebra • CEA Cost Effective Assessment (CEA)-estimates costs and estimates effectiveness or CBA Cost Benefit Assessment (CAB)-estimates costs and estimates benefits Various systems can help measure and track – Arena TP Tracker, CoValent, clearview
Other information • Hyde Housing Group: V4M statement • Communities Count Social Enterprise UK • Aster Housing Group: Social enterprise and Sustainability review • Helena Partnerships and Keep Britain Tidy- Baker Tilly Social Impact Evaluation of certain projects using Social Return on Investment • Placing a value on work - Octavia Foundation 2009 - 2011 • Family Mosaic Missing the Mark: Why resident satisfaction isn’t measuring up April 2014 (use of indicators to measure)
Finally “Give a man a fish and you feed him for a day. Show him how to fish and you feed him for a lifetime”. (Anon)
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