Communication Policy

November 2013 0

COMMUNICATION POLICY

Contents

Page 1.

Introduction

2

2.

Objectives, Principles and Key Messages

2

3.

Our Audience

3

4.

Communication with our Audiences

3

5.

Accessible Communication

7

6.

Measuring Communication

9

7.

Monitoring and Reviewing Policy

9

8.

Value for Money

9

9.

Equality Impact Assessment

9

10. Risk Management

9

Appendix 1 Feedback Mechanisms Matrix

10

Appendix 2 Achieving Openness and Accountability Matrix

11

1

COMMUNICATION POLICY 1.

Introduction

This policy sets out Broadacres’ position regarding communicating information about its work to our shareholders and stakeholders. Its aim is to provide clear direction and a sense of purpose to the way in which we communicate, ensuring that communication results in a positive experience for all our stakeholders. To achieve this Broadacres will continue to embed a culture within the association that places our customers at the heart of everything we do. 2. 2.1

Objectives, Principles and Key Messages Objectives

Our objectives are to:  Create a strong, recognisable and positive identity.  Establish a reputation as an efficient, well run organisation.  Establish a reputation as an excellent provider of services for our diverse communities.  Positively engage customers, stakeholders and partners, ensuring communications are relevant, engaging, interesting and appropriate.  Be recognised as a reliable and trustworthy organisation.  Effectively promote Broadacres’ services. 2.2

Principles

We will:      2.3

Be pro-active in getting out our key messages to our target audiences. Deal with enquiries and requests for information in a timely, helpful, responsive, courteous and professional manner. Treat all customers, stakeholders and partners with dignity and respect. Treat complaints as an opportunity to resolve service failures and improve our methods of working. Build partnerships based on openness and trust.

Key Messages The key messages we wish to relay to our target audiences are that:  We are a unique and exciting organisation to be involved with.  We listen to and appropriately act upon the comments of our stakeholders.  We provide an excellent service that is well managed, well governed, viable and efficient.  We are pro-active in meeting the needs of diverse communities.  We respond to service failure positively and seek to rectify and learn from problems in a timely manner.

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  3.

We are a positive contributor to our partners. Broadacres is a great place to work.

Our Audience

Broadacres Housing Association communicates with a wide range of internal and external stakeholders through a wide variety of channels. Appendix 1 is a feedback matrix of how the association receives feedback and Appendix 2 details how we aim to achieve openness with all our stakeholders. Stakeholders             4.

Tenants, leaseholders and applicants for accommodation / services / employment. Local authorities and other local democracy e.g. Parish Councils/National Park Organisations. Tenants and Residents Associations. Community and voluntary groups. Other social housing providers and other social care providers. Partnering contractors and agencies. Regulators. Community organisations. Funders. Board Members. Shareholders. Broadacres employees.

Communicating with our audiences

4.1

Tenants and Leaseholders

Delivering a positive communication experience is vital to our customers/stakeholders perception of Broadacres as well as our external reputation. The quality of communication is a key element of the customers experience as they are the principal appraisers of our services. We will:     

Ensure all communications are clear and easy to understand. Be creative and innovative in our approach ensuring communications are interesting, engaging and clearly communicate our messages. Understand our customers, their preferred methods of communication and the languages and formats they require. Create communications which are consistent in terms of quality and content which customers and staff can rely on. Ensure we proactively and regularly seek feedback on services and demonstrate how feedback from customers is used to improve services.

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Methods: 

Consultations/involvement with tenants (e.g. meetings, focus groups, questionnaires, interviews). Information sharing events (e.g. conferences/road shows/stalls). Listening to customers (e.g. feedback/complaints/compliments). Developing local networks. Website and social networks such as Facebook and Twitter. Text messaging with updates and progress on service requests.

    

Outcomes:     

4.2

Improved knowledge by local people of services. Increased participation in decision making. Greater understanding and use of services. Close liaison with tenants/leaseholders. Appropriate policy decisions based on informed tenants/leaseholders.

feedback

from

Shareholders and Other Stakeholders

Gaining the support of our shareholders, stakeholders, our communities and local councils, is key to achieving our communication plan. The quality of communications with this group is vital to improving our existing relationship with them. We will:    

Ensure stakeholders are given the opportunity to contribute to Broadacres’ Corporate plan. Ensure all communications are clear and in the appropriate format, tone and language. Maintain a two way communications process which allows stakeholders to contribute to the future direction of the organisation and to feel involved with its work on a day-to-day basis. Organise regular face to face meetings with key stakeholders to maintain a good working relationship with them.

Methods:  Consultations/involvement with shareholders and stakeholders (e.g. meetings, focus groups, questionnaires, interviews).  Information sharing events (e.g. partnership working/workshops/seminars).  Developing local networks.  Website and social networks such as Facebook and Twitter Outcomes:  Improved knowledge of services by local people.  Increased participation in decision making.  Greater understanding and use of services.  Close liaison with shareholders and stakeholders.  Appropriate policy decisions based on informed feedback from shareholders and all stakeholders.

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4.3

Broadacres Employees

We will ensure our communications enable staff to:     

Understand our strategic objectives; how we plan to achieve them and the role they play in making them a reality. Understand how adopting our values are integral to delivering our objectives. Be engaged in two-way discussion about the direction of the organisation and the quality of its services, empowering staff to contribute to the organisations future plans. Value their contributions and celebrate their success. Feel part of Broadacres and have clarity about how the associations’ structure creates a cohesive organisation and enables staff to positively promote the organisation to customers and stakeholders.

Methods:      

Continual two-way communication between staff and management e.g. Big Listen, team meetings/one to ones. Sharing of ideas and support by interdisciplinary peer groups and by multidisciplinary project teams. Senior managers visits to service areas. Information sharing events e.g. briefings, training and development / presentations etc. Best use of resource / information libraries e.g. Broadnet / publications, structure charts, operational guidelines etc. Staff forums/staff surveys.

Outcomes:      4.4

Better staff understanding/ownership of organisational objectives. Adoption by all staff of corporate identity/working. Appropriate policy decisions based on informed feedback from staff. Knowledge of current project initiatives. New ways of working. Communication Channels

Key Target Audience Tenants and leaseholders

Communication Channel  Newsletter (Viewpoint).  Information leaflets/handouts  Website  General correspondence  Face to face contact  Text Messaging  Forums/meetings  Conferences and events  Surveys/questionnaires  Performance/annual reports  Social networking sites (e.g. Facebook)

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                

Applicants for accommodation/services/employment

Regulators

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Local authorities

Funders

Partners and contractors Community organisations

Board members (potential and current)

Employees (potential and current)

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Online customer web portal Messages with rent statements Press releases. Applicants pack Information leaflets/handouts Website/web portal Text messaging General correspondence Face to face contact Surveys/questionnaires Business plans Grant applications Annual returns Performance data/reports Website Meetings Outcome focussed impact assessments e.g. Equality Impact Assessments. Meetings Forums Website Business plans Funding prospectus Meetings Networking events Meetings Networking events Meetings/partnership working Promotional Literature / events Advertising Website Members Web Portal Induction Board papers/reports Policy briefings BHA Intranet/Internet Information packs Induction Reports and minutes Staff and team meetings Supervision/performance review meetings Big Listen Performance reports Exit interviews Staff forum Training events/toolbox talks Employee surveys

5.

Accessible Communication

Broadacres is committed to ensuring that everyone has equal access to our services. This includes those hard to reach groups such as ethnic minority communities to include gypsies and travellers, older persons, the young, disabled people, lesbian, gay, bisexual and transgender. For each communication, the association needs to ensure equal opportunity and access. One key element in making all types of communications open and accessible is to make sure that the words and diagrams used are as simple and easy to understand as possible. Effort will be made to make sure that text, graphics and discussions are as accessible as possible without losing their meaning. Wherever possible, through planning and our customer profiling data we will try to ensure that all major communications will be accessible to all audiences. 5.1

Written

Communication preferences will be recorded and all printed information will be sent in the customers preferred format. However when it is not possible to know this information in advance we will include contact details on how to request the information in an alternative format i.e. large print, Braille, email, audio, language translation or pictorial format. It is our intention to adhere to our principle of communication in ‘Plain English’ / ‘Customer Approved’ wherever possible. The Plain English Campaign awards the crystal mark as a seal of approval for clarity and that the document is easily read and understood. ‘Customer Approved’ status is achieved through involved tenants reviewing our publications to ensure they are clear, understood and effective after which they award a ‘Customer Approved’ logo. 5.2

Face-to-face

Wherever possible our meetings and events will take place in areas which are both familiar and accessible. Broadacres will provide information about how to contact us to request additional access requirements e.g. a sign language interpreter, translator or note taker. The meeting venues used wherever possible will have full disabled access and induction loops. All our meetings are designed to be just as effective for hard to reach groups e.g. older people, rural communities, as other members of the community. The dates and times of meetings and events should take into account important traditions and calendar events of different faiths.

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5.3

Electronic Communication

Electronic communication provides an easy way for a range of audiences to obtain information on our services. The interactive elements of our website encourage two way communication by email which improves speed and reduces costs. In addition the association’s website complies with accessibility standards (AA) and offers a text reader (Browse Aloud), the ability to change text size and publishes our translation and interpretation services. Tenants can sign on through a secure tenant login on our website and self serve by viewing their rent statement, view repairs history and request services. Our website is used as a communication tool to: Advertise vacancies and to administer job applications Highlight our service commitments Highlight our corporate policies and strategies Provide information on the type of services we offer and how they can be accessed Allow tenants to access their rent statements, report a repair online etc. Receive feedback. 5.4

Telephone Contact with Deaf or Hearing Impaired People

To communicate with deaf or hard of hearing people Broadacres will use BT Typetalk text phones where appropriate - text phones have a simple keyboard and a small screen used by the deaf or hard of hearing at the caller’s home which allows our call centre operatives to converse effectively with the caller. Broadacres will provide resources and/or support to ensure this facility is set up for those tenants who need it. 5.5

Telecommunications

Broadacres operates a customer service centre which aims to handle the majority of calls at the first point of contact. The centre has access to Language Line for interpretation services and BT Typetalk for text phone services. 5.6

Text Messaging

Broadacres use text messaging as an effective way of reminding customers of repairs appointments and payment agreements. This keeps customers informed and allows them to view and respond to alerts and reminders at times that are more convenient. Broadacres can also receive text message requests to our customer services call centre. 5.7

Publication

Information regarding accessing our services and information about our performance are regularly publicised in our tenants’ newsletter (Viewpoint) which is issued three times a year to Broadacres’ employees, tenants, leaseholders, shareholders and through our website. All of our publications state ‘If you ask, we can supply our documents in large print, on CD, in Braille, in picture format and in languages other than English’.

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6.

Measuring Communication

The association will use the following methods to measure communications:  

7.

The Performance and Improvement Panel will, as part of their service reviews, monitor and observe the success of communication methods and content. Undertake satisfaction surveys of services that include where appropriate a measure of communication i.e. quality of information received and access to information.

Monitoring and Reviewing Policy

The association’s Board of Management reviews the Communication Policy every three years. 8.

Value for Money

Budget holders will prepare their budgets with the communication policy objectives in mind, whilst always seeking to achieve Value for Money. 9.

Equality Impact Assessment

This policy is subject to an Equality Impact Assessment, which identifies the potential impact that it will have on all strands of diversity, namely; race, gender, religious belief, sexual orientation, disability, age or other equality issues such as people with dependants. 10.

Risk Management

The Communication Policy is a key process in supporting our Corporate Plan and business policy. This policy is categorised as a low risk to Broadacres. Existing management systems and procedures are assessed as being sufficient to control and reduce the risk.

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APPENDIX 1 Feedback Mechanisms Matrix Stakeholders Surveys

Viewpoint

Website

Tenants

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Leaseholders

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Applicants for accommodation / services/employment Local authorities

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Feedback Mechanisms AGM Performance Team Appraisal Meetings Reviews

Annual Report

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Community and voluntary groups

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Other social housing providers and other social care providers Partnering contractors and agencies

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Regulators

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Funders

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Broadacres employees

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Shareholders

Texting

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Broadnet

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Tenants and Residents Associations

Board Members

Big Listen

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APPENDIX 2 Achieving Openness and Accountability Matrix Stakeholders Published Complaints Policy

Published Policies

Published Survey Results

Tenants

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Leaseholders

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Applicants for accommodation / services Local authorities

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Tenants and Residents Associations Community and voluntary groups Other social housing providers and other social care providers Partnering contractors and agencies Regulators

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Achieving Openness and Accountability Annual Viewpoint Website Publication Report of External Assessments 

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Broadnet

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Funders

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Shareholders Broadacres employees.

Big Listen

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Community organisations

Board Members

Team Meetings

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