Placemaking Case Studies

Localised data highlights issues

Analysing the data across Beyond Housing’s stock, officers can see that Dormanstown requires investment. IMD data shows high levels of deprivation, including digital exclusion and exclusion from access to health services. Customer satisfaction in some parts of the town is lower than average and there is high demand for services such as repairs. This helps to focus attention on the place.

Using the data from the shape tool, the Engagement Officer can draw up a report that drills down to the very local level and highlights particular issues.

An example is tenancy turnover. In some homes, there is very high turnover while others nearby show stability. Taking management and customer response data together, two main reasons for high turnover emerge. One is that the houses are too small for growing families, who have to move on. A second reason is antisocial behaviour (ASB) in particular areas, driving out families.

Turning to the business and management data headings in the shape tool, the Engagement Officer can find figures for how long homes stay empty. A house could, for example, be empty for 50 days because repairs are needed before relet, but low demand can mean that house could be empty for a further 100 days because nobody wants it. The Engagement Officer can then derive a cost of high turnover to the business. She can also calculate, for example, the cost of ASB driving out families, the cost of higher than average relets and the cost of properties in major works due to high turnover.

Similarly, the data may show a high demand for repairs in an area. In one example, the organisation was repeatedly called out to mend broken windows in one small group of homes. The windows were always at the back of the houses and overlaying maps to the data revealed that an area of open space behind the houses had become a magnet for antisocial behaviour. The open space has poor lighting and no natural surveillance, the next steps are to deliver investment to the rear of the properties to close alleyways and increase lighting which should show in the data a reduction of broken windows in the area. There was also a link to fly tipping, driving further customer dissatisfaction and creating costs.

Partnering with local charities

In parallel with all of this, Beyond Housing works on the ground on placemaking and supporting households. In Dormanstown it works closely with a local charity, Woodsmith Foundation, that has a staff member working directly with individuals and families there. Experience has shown that having this presence is a powerful means to build trust with the community, as the charity staffer is seen as independent from the housing association as landlord but the community are completely aware of how Woodsmith works with Beyond Housing. The information feedback forms an invaluable extra layer of qualitative information to feed into reports derived from the shape tool.

Informed action

Putting all of the data together, the report can address what is actually happening in a place, the cost of wasted interventions such as repeat calls for repairs and the savings that could be achieved by smarter action in partnership with the community. Actions can then be planned to tackle the problems, with key performance indicators attached to track progress.

In the case of Dormanstown, the association drew up a ‘locality plan’ in partnership with the local charity and others. Several specific actions have been suggested but not yet implemented to combat the issues raised from reviewing the data and consultation in the community:

• Lettings policy changed to allow couples to have a two-bedroom house, allowing the family some growth room

• Changing the layout so that open space behind some homes is not accessible, cutting vandalism and repairs by crime

• Work with young people on positive and enjoyable activities to divert them from ASB

• Community action days including a ‘community clean’ to combat poor garden condition, waste in gardens, pest issues and build pride in the place

• A ‘better living’ project coming together with local charities; poverty charities, Business in the Community, Woodsmith Foundation and Dormanstown Primary School

• Beyond Housing have funded a professional witness service to work alongside Cleveland Police to tackle ASB within communities, whose evidence can be used in court

• Speaking with funders to provide extras such as ‘green’ measures including thermal curtains and carpets to aim to increase warmth in homes

• Plans to transform the local school into a community anchor with Beyond Housing paying for Greggs Breakfast which will give families access to a hardship grant; and Business in the Community eco grant for a social enterprise eco refill shop which will be led by school children to sell to residents within the community