single equality scheme

Single Equality Scheme2011– 2014

Our mission

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Our mission is to make a positive and lasting contribution to the neighbourhoods in which we work. We know that these neighbourhoods are diverse and to deliver our mission effectively we need to recognise this in everything we do.

We will make equality and diversity core to delivering our strategic aims, which are:

1. Working with our residents to establish and then meet agreed standards on housing service delivery and as a result improve the services we provide to them

2. Ensuring that we remain an independent organisation valued by our stakeholders and focus our activities on making a real difference in east London and Essex

3. Delivering a range of services to our residents and other local people which will improve their life chances by providing care and support and by accessing training, employment and a range of community opportunities

4. Contributing to the physical regeneration of the neighbourhoods in which we work and providing well designed and cost effective new homes to local people on low and modest incomes

5. Contributing to the creation of a new and successful community at the Athletes Village and helping to ensure that the 2012 Olympics and its legacy provide real benefits to local people.

In terms of equality, this means we aim to:• provide services which recognise and

reflect the needs of our customers and the wider community;

• provide homes that meet the needs of our customers;

• recruit and retain staff who reflect and understand the needs of our customers; and

• ensure our Governance structures take account of the communities we work in.

This commitment covers all our customers, including our residents and those that use our services.

LegaL and reguLatOry frameWOrk

We recognise that as a landlord, employer and service provider we have a range of legal and regulatory requirements that we need to comply with. In particular, the Equality Act 2010 and the TSA Tenant Involvement and Empowerment Standard provide the basic framework for our Equality Scheme and three year Action Plan.

We also recognise that we have other stakeholders, like local authorities, which have public duties under current legislation and we will support them to meet these duties when delivering services on their behalf.

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Our diverse customers

Based on the information we have, we know the following about our residents:

• 57% are from Black, Asian and Minority Ethnic (BAME) communities;

• 58% are women;• 7% are aged under 25, 22% aged over 55;• 28% of households have a member who

has a limiting long-term illness or disability;• 22% are Christian and 7% are Muslim;• just under 1% are lesbian, gay or bisexual

and around 17% of those contacted chose not to disclose this personal information;

• the main languages spoken after English include Bengali, Somali, and French; and

• 10% need support with written documents.

We recognise that the area we work in is known for its exceptionally diverse communities, and that particular groups of our customers may be more likely to experience disadvantage and discrimination because of their background or characteristics, including, but not limited to, race, ethnicity, religion, gender, disability, sexual identity, and age.

We are committed to knowing who our customers are and what their needs are so that we can prevent discrimination and plan and improve our services.

We know the following about the groups who participated in our social and economic regeneration programmes in 2010/11:

• 11% of participants were disabled;• 73% were from Black, Asian and Minority

Ethnic (BAME) communities;• 73% were women;• 111 people participated in Time for Youth, which

is a mentoring service targeted at young people between the ages of 11 and 24; and

• 2223 people participated in the Stay Well Healthy Living Networks, which run activities to help people over 50 lead healthy lifestyles.

Equality and diversity statement

as a landlord and service provider, we will:

• build and adapt our homes so that they recognise the different needs of our customers;

• be fair and transparent in the way we sell, let and market our homes, ensuring that information is clear and accessible;

• use our profile information to plan and improve our services, and to prevent discrimination;

• take effective action against all types of hate crime and harassment;

• provide opportunities for customers from all backgrounds to become involved in shaping our services;

• develop and deliver programmes that promote social cohesion and improve lives; and

• develop, monitor and regularly review our Equality Action Plan to support us in achieving our commitment.

We are committed to valuing equality and diversity in all aspects of our work, from providing affordable housing and support services, to delivering social regeneration programmes. Equally, we recognise that as an employer, our practices must create an inclusive environment for all our staff, contractors, and Board members.

We aim to eliminate unfair treatment and discrimination in the services we provide and to promote and value respect in everything we do. We expect everyone who works for us to share these values and support us in our aims.

as an employer, we will:

• recruit staff who reflect the communities we work in;

• make sure the working environment is accessible for all staff, providing aids and adaptations where requested; and

• provide all employees with training around diversity and equality issues.

as a partner, we will:

• work with, and procure from, other organisations who are able to demonstrate their commitment to equality and diversity;

• look to work with small and medium enterprises in our local area; and

• work with contractors to ensure that they respect the needs of the communities we work in.

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Meeting our commitment

rOLes and respOnsIBILItIes

Board membersOur Board members are responsible for ensuring that we meet our legal obligations and strategic commitment to equality and diversity. As part of their role, they should ensure that equality and diversity is recognised in all aspects of our work.

Group Executivesupported by their senior management teams, the group executive team is responsible for:

• making sure we meet our legal obligations and strategic commitment to equality and diversity (for example, by reviewing the progress of the Equality Scheme and Action Plan on annual basis);

• delivery of the Equality Scheme and Action Plan, (for example, by monitoring the progress of directorate delivery plans and team plans on a routine basis);

• making sure equality and diversity is taken account of in day to day decision making; and

• ensuring that staff are generally aware of their roles and responsibilities with regard to equality and diversity.

All staffall staff are responsible for:

• understanding their rights and responsibilities as part of our commitment to equality and diversity;

• carrying out activities as part of delivering this Equality Scheme and Action Plan;

• taking account of equality and diversity in all aspects of day to day work; and

• acting professionally and to the standards set out by this Scheme, related policies and relevant legislation.

mOnItOrIng and revIeWIngWe will monitor progress against our Equality Scheme and Action Plan and report on this progress to our Group Board and Group Executive team on an annual basis.

We will also review and update activity in the Plan on an annual basis, taking account of our annual diversity report, complaints, and other available customer feedback and satisfaction information.

traInIng and aWarenessManagers, staff and Board will be provided with training to ensure that they are aware of their roles and responsibilities with regard to the equality and diversity, including our legal obligations and strategic commitment.

Staff will be made aware of this Equality Scheme and Action Plan through internal communication channels and information will be made easily available through Etnet, the staff intranet site.

Our actIOn pLan 2011-14

We have set out how we will meet our commitment to equality and diversity in our Action Plan 2011-2014 (appendix 1). This Plan has been developed in consultation with customers and staff and outlines our key priorities and the activities we will carry out in the next three years. These activities have been made part of department and team plans and named officers are responsible for co-coordinating and achieving supporting activity.

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Meeting our commitment

Equality Impact Assessments We routinely identify the impact of new

policies and practices as a part of service planning and development. Staff receive training, support and guidance from a central team and there is a form to complete as part of the process.

Customer profiling We collect information on who our

customers are and what their needs are so that we can better understand their needs and shape our service delivery around this. Staff and customers are made aware of why we ask this information.

Annual Diversity Report Our Resident Services Management

Team reviews access and satisfaction with frontline services according to our customer profile information on an annual basis. Where there are clear issues in access or satisfaction we carry out further analysis and take action to address those issues.

Diversity Analysis Pack We provide up-to-date, easily accessible

diversity information on our customers to support staff in service planning, reviewing and communication. Staff are provided with training on using this tool

Google Earth Maps We have developed a mapping tool that can

provide diversity information according to borough and service access. This supports staff in service planning, reviewing and impact assessments.

Policies and procedures We have a number of customer policies

and procedures, such as domestic violence and racial harassment, as well as policies and procedures that protect staff from unlawful discrimination, such as bullying, harassment and grievance. These policies and procedures underpin our strategic commitment and are reviewed every three years or when there is a change in best practice or legislation.

tOOLs and resOurces

We have a number of tools and resources which we will use on a regular basis to support and improve our strategic approach to equality and diversity. These include:

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Our action plan 2011–14

a strOng BusInesss

appendIX 1

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aim 1: to ensure our governance structures take account of the communities we work in

monitor and report on the diversity of all governance structures according to the relevant diversity strands and address any under-representation through available recruitment opportunities

• Report annually to Governance and Appointments Committee

• Open and transparent recruitment processes, which target groups that are currently under-represented

provide regular and up-to-date diversity training to members of all governance structures as part of the Board training programme

• Included in new Board member training programme

respOnsIBLe tImescaLesactIvIty

Company Secretary

Company Secretary

2011 Quarter 1-3

2011 Quarter 1-3

aim 2: to recruit and retain staff who reflect and understand the needs of our customers

devise a people strategy that reflects east thames’ commitment to equality and diversity

• People strategy that makes an explicit commitment to equality and diversity

• Impact of people strategy reviewed


Assistant Director HR

2011 Quarter 1-4

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gOOd hOusIng servIces


plan & review services to take account of customers’ needs

• Reviewed approach to EqIAs, including forms, training, guidance and compliance

• Embedded approach to using EqIAs and annual diversity report in service reviews

• Increased use and capability of tools which support service planning & reviews including google earth, diversity pack & EqIAs

Assistant Director,

Chief Executive Support Team

• 2011, Quarter 1-4

• 2011, Quarter 1-4

• 2012

aim 1: to provide services which recognise and reflect the needs of our customers and the wider community

repairing and replacing fixtures based on the needs of residents

• Monitoring system in place to ensure that repairs take account of needs such as disability (e.g. replacement with lever taps)

Head of Maintenance

2011, Quarter 1-2

monitor and report on the profile of all formal resident involvement structures according to the relevant diversity strands and address any significant variation between the profile of active members and the rest of our customer base

• Report annually on diversity to the new Housing Scrutiny Panel

• Open and transparent recruitment processes, which encourage groups that are currently under-represented

• Approach to targetting under-represented groups in significant consultation exercises

Assistant Director Housing and

Neighbourhoods

2011, Quarter 1-3

develop support to resident scrutiny panels through the provision of accessible performance and improvement information

• Performance information provided to scrutiny panels is accessible to residents in terms of format and presentation

Assistant Director, Chief Executive Support Team

2011, Quarter 1-3

update all relevant policies and procedures to meet the new equality act

• Healthcheck on all current policies and procedures to assess whether amendments are required and ensure compliance with the Public Sector Equality Duty (PSED)

• All key decision making points (M/Ex, Succession, Assignment, Eviction) comply with new legislation and requirements due to discrimination arising from disability

• All key decision making points (M/Ex, Succession, Assignment, Eviction) are documented

• Amended policies and procedures where required • Amended EqIA form and guidance

• Changes to policies communicated to residents

Assistant Director, Chief Executive Support Team

2011, Quarter 1-4

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develop an approach to collecting customer profile and service preference information for all relevant strands

• Customer profile information collected meets requirements of the Equality Act

• Service preference information collected supports the business to deliver services appropriately and effectively

• Approach to filling in gaps in profiling and service preference information

• Approach to collecting profiling and service preference information for new residents

• Relevant frontline staff trained in collecting profiling and service preference information

• Increase in profiling and service preference information held (Targets to be set within project)


Head of Customer Experience

Widen engagement activities so that they are accessible to a wide range of residents

• Monitor the satisfaction of residents with methods of involvement according to relevant diversity strands

• Improved on-line involvement opportunities

• Database of residents who wish to be consulted via electronic/phone/ post/text methods

• Website to encourage resident involvement opportunities, features and information

• Ad hoc forums (including special interest groups) to address specific weaknesses in service accessibility and fairness


Neighbourhoods

2012

review complaints policy taking account of diversity information on access and satisfaction

• Complaints policy that takes account of available diversity information to address any barriers to access or issues with satisfaction

Head of Customer

Experience

2011, Quarter 1-3

take account of diversity information on access and satisfaction and legislation as part of the business case for the review of the customer accounts process.

• Business case that recognises diverse customer base (including any information on access and satisfaction)

• Integration of SER activity takes account of arrears information from the diversity report

• NOSP/Eviction process to take account of new requirements, especially with regard to disability


2011, Quarter 1-3

2011, Quarter 1-2

enable staff to be better able to use profiling and service preference information to deliver services

• Staff briefed in understanding how service preference information can be used to tailor services


2011, Quarter 2-3

provide regular diversity training to members of all formal resident involvement structures

• Part of training package for all members of formal resident involvement structures, including HSP, Resident Inspectors and Mystery Shoppers


Neighbourhoods

2011, Quarter 1-4

appendIX 1

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gOOd hOusIng servIces cOntInued


take account of diversity information on access and satisfaction and legislation as part of the business case for the asB review


• A delivery model in place that ensures that the diversity profile of those reporting ASB can be identified

• Approach in place that can address any significant variation in customer satisfaction and reporting

• ASB eviction process to take account of new requirements with regard to disability

Head of Housing

2012

take account of diversity information on access and satisfaction and legislation as part of the business case for the review of the maintenance service


• Enhanced repair service included as part of the maintenance service review

Head of Maintenance

2011, Quarter 2-4

new environmental awards system incorporates representative resident involvement

• Resident involvement in inspections is representative of local customer base Head of Housing 2012

Local offers are made accessible to all residents and routinely monitored by relevant diversity strands

• Local offers launched to residents via a range of media

• Local offers monitored by diversity strand

Head of Housing

2011, Quarter 1-4

aim 1 cOntInued

review policy for dealing with domestic violence in line with equality act and good practice

• Policy compliant with Equality Act

• Reviewed support and advice in place for victims of domestic violence, including male victims and victims of same gender domestic violence

• Training in place for relevant staff to deal with victims of domestic violence, including male victims and victims of same gender domestic violence

• Reporting mechanism linked to serious incident reporting where relevant

• Monitoring system in place able to identify customer profile trends in domestic violence reporting

· Communication of new approach to residents

Head of Housing

Head of Housing

2011, Quarter 1-4

2011, Quarter 1-4review policy for dealing with racial harassment and hate crimes in line with equality act and good practice

• Approach reflects requirements of the Equality Act and covers all relevant diversity strands

• Training in place for relevant staff to deal with different types of harassment and hate crimes

• Monitoring system in place able to identify customer profile trends in harassment reporting

• Communication of new approach to residents

appendIX 1

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take account of diversity information on access and satisfaction and legislation as part of the business case for the review of the lettings service


• New service includes an accessible housing register

• Monitoring process in place that identifies any unequal outcomes of our processes

• System in place to address any discrimination identified

Head of Sales, Letting & Marketing

2011, Quarter 1-4

ensure that our procurement methods are fair and open to diverse suppliers and contractors

• Procurement process is simplified and made more accessible where possible

• Standard procurement training for key members of staff encompasses Equality and Diversity

• Compliance with the East Thames Group equality and diversity policy is a standard requirement within tendering documentation

• Investigated new ways of supporting BME and other small organisations to submit PQQs and tender documentation and make appropriate recommendations

• Establishment of a specific Minor Works Framework targetting local SME and BME contractors

Assistant Director of Procurement and Property

• 2012

• 2011 Quarter 4

• 2011 Quarter 2

• 2012

• 2011 Quarter 4

assess sales and marketing strategy to ensure it recognises a diverse customer base

• Equality Impact Assessment carried out on Sales and Marketing Strategy

• Actions taken as a result of Equality Impact Assessment


• 2011,Quarter 1-2

• 2011,Q3 to 2012

ensure that corporate and local communications to be accessible to residents

• New tenant pack meets accessibility requirements in terms of plain english, readability, font size, format and translation

• Easy-read versions of tenancy agreement to considered

• Available service preference information routinely used when sending out publications

Head of Marketing and Communications

• 2011 Quarter 2-4

• 2011 Quarter 1-4

• 2012

ensure that contractors are aware of our approach to equality and diversity and take account of it when delivering services to our residents

• Briefing provided to contractors on new Single Equality Scheme and Action Plan, Equality Act and our expectations of them

• Commitment to equality and diversity part of any re-procurement process

Head of Maintenance

2011, Quarter 3-4

housing Options campaign is made accessible to the widest range of customers

• New slim line/online welcome pack is provided in accessible formats


2011, Quarter 2-4

appendIX 1

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gOOd hOusIng servIces cOntInued


aim 2: to recruit and retain staff who reflect and understand the needs of our customers

monitor and report on the profile of our staff according to all relevant diversity strands and address any variation between this and our customer base

• Report annually on the profile of our staff to Group Board according to all relevant diversity strands

• Open and transparent recruitment process that is monitored at each stage (from applicant to permanent employee)

• Monitor available exit data and staff turnover according to all relevant diversity strands

• Formal approach to addressing any significant variation, including identifying targets for departments where there is under-representation


2011, Quarter 1-4

provide benefits and opportunities to staff that are accessible to all

• Performance Management Reviews, capabilities, disciplinaries and grievances monitored against the diversity strands

• Pay audit on a 3 year basis, with results analysed by gender and action taken to address any concerns

• Take up of professional learning and development opportunities monitored according to relevant diversity strands and action taken to address any concerns

• Access to staff benefits such as flexible working and well being monitored according to relevant diversity strands and action taken to address any concerns


• 2011 Quarter 1-4

• 2011 Quarter 1-4

• 2012

• 2012

provide regular, up-to-date and effective diversity training to all staff

• All diversity training to be updated to reflect the Equality Act requirements

• New equality and diversity training programme for all staff launched from April 2011 and attendance monitored

• New equality and diversity training programme to be part of induction for all staff

• Rolling diversity training to be provided to all staff and attendance monitored

• Managing diversity training to be provided to all managers and attendance monitored

• Online resource and e-learning tool used to support Equality and Diversity training

• Diversity training part of East Thames Group standard training package, including the Leadership, Management and Development programme

• Staff performance information, business need, and staff requests analysed to develop a tailored equality and diversity training programme

Head of Learning and Development

• 2011, Quarter 1-4

• 2012

monitor and report on staff satisfaction according to relevant diversity strands

• Staff survey carried out with specific section on diversity; results analysed by relevant diversity strand and action taken to address any concerns


2011, Quarter 1-4

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carry out audit of relevant hr policies to ensure they are compliant with the equality act

• HR policies compliant and new policies introduced if required

• Decision taken on approach to positive action


2011, Quarter 1-4

use of appropriate diversity accreditation

• Commitment to Disability Two-Ticks Scheme reviewed

• Other accreditation schemes reviewed (eg. Investors in Diversity)


2012

ensure that the office environment is accessible for staff

• Accessibility audit on office carried out and recommendations implemented

Assistant Director of Procurement and Property

2011, Quarter 1-4

develop a communications plan to raise the profile of equality and diversity in the delivery of services

• Staff are aware how equality and diversity issues impact the day to day service

Head of Marketing and Communications

/ Head of Learning and Development

2011 Q2 to 2012

consider the role of staff groups in supporting our approach to equality and diversity

• Role of the new LBGT&Q group reviewed Assistant Director HR

2011 Q4 to 2012

ImprOvIng LIves

aim: to provide services which recognise and reflect the needs of our customers and the wider community


develop an appropriate method of collecting information on additional strands

• Approach approved by GE

• Required changes made to necessary forms and processes

ensure that risk assessment and support planning approach recognises changing needs of residents

• Support plan monitoring approach in place to check all groups can access suitable alternative accommodation, aids, adaptations or support technologies where required.

Business Improvement

Manager

Assistant Director Care and Support

• 2011 Quarter 1-2

• 2011 Quarter 2-4

2012

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ImprOvIng LIves cOntInued


ensure our approach to dementia care reflects good practice in supporting older service users at risk of developing dementia or experiencing the onset of dementia.

• Approach reviewed and amended based on published guidance from DoH on Dementia Care Strategy

• Support in place to reflect any amendments made to the approach

• Staff trained to identify and respond appropriately to dementia care needs

Assistant Director Care and Support

2011 Q1 to 2012

monitor the satisfaction of those who engage in ser programmes according to all relevant diversity strands and address any significant variation in satisfaction between different groups

• Collection of information on sexual orientation, religion and belief and age

• Change current satisfaction measure to include sexual orientation, religion and belief and age

• Approach to addressing any significant variation in satisfaction

Sustainability Manager

2011 Q1 to 2012

monitor the profile of those who engage in ser programmes according to all relevant diversity strands and address any variation between this and the profile of our customers and the wider community

• System to monitor the profile of those who engage in SER programmes

• Collection of information on sexual orientation, religion and belief and age

• Monitoring system to include sexual orientation, religion and belief and age where relevant

• Approach to addressing any significant variation between those who engage in SER programmes and our customer profile and the profile of the wider community

Sustainability Manager

2011 Q1 to 2012

OLympIc OppOrtunItIes

aim: to provide services which recognise and reflect the needs of our customers and the wider community


ensure that the Local Lettings plan for triathlon homes does not discriminate against diverse groups

• Equality Impact Assessment of Local Lettings Plan

• Action taken to mitigate any negative effects that the Plan may have on different diversity groups

Director of Resident Services

2011, Quarter 1

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new property management standard to take account of diverse customer base

• Property management standard to address needs of diverse customer base, including accessibility where relevant

Assistant Director Asset Management

2011, Quarter 1-2

aids and adaptations process that meets the needs of our customers and complies with the equality act

• Improved satisfaction with aids and adaptations process

• Aids and adaptations process takes account of new requirement of reasonable adjustments to communal areas and improvement requests

• Feasibility carried out on whether Aids and Adaptations Manager should be trained as a Trusted Assessor

• Minor adaptations are carried out without delay

Assistant Director Asset Management

2011, Quarter 1-2

new resident design panel to take account of diverse customer base

• New Resident Design Panel that reflects our customer base and including disabled residents

Assistant Director Development

2011, Quarter 2-4

make sure that the new defects induction packs are accessible to residents

• New induction packs are in plain English, accessible font size, ability to translate and provide in other formats


2011, Quarter 1-2

review the Ocean estate regeneration to identify learning and good practice in equality and diversity

• Learning and good practice identified and shared with relevant departments

• Learning and good practice used to inform large-scale regeneration projects going forward


2012

review the impact of the affordable housing model on different customers

• Equality Impact Assessment of the new affordable housing model to be carried out as part of submission

• Review the impact of the operating affordable housing model on customers by relevant diversity strands

Assistant Director

Development

• 2011 Quarter 1

• 2011 Quarter 4

QuaLIty deveLOpments

aim: to provide homes that meet the needs of our customers

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Summary document produced by Marcoms, East Thames Group.29-35 West Ham Lane, Stratford London E15 4PH

single equality scheme

Documents

range of services

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equality act

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single equality scheme2011