Information & advice

AIMS community survey service has developed to complement its mediation service. Surveys can help with situations where there is clearly a problem, but it’s hard to put your finger on the cause; for example if people are complaining generally that there is a ‘bad atmosphere’, or if a few very vocal people continually make complaints about a resident or scheme manager.

Community surveys help you to find out what the silent majority are thinking and identify how many people are being affected by a situation, and in what way. They can also be an opportunity to do a general ‘health check’ on a scheme.

The process involves a tailor-made questionnaire developed by AIMS in collaboration with the housing provider. This is sent with a letter to all residents, inviting them to send their completed questionnaire to AIMS. AIMS then analyses and reports on all those received.

AIMS’ involvement reassures residents that what they write will be confidential – no statements will be assigned to individuals, and all handwritten questionnaires are retained by AIMS. Residents can also be assured that the report AIMS produces will be an impartial reflection of the questionnaires received. This encourages people to respond honestly and openly.

The survey report can set the agenda for effective consultation and discussion with residents.

Here is a quote from a representative of a Housing Association who used the service

"In my experience, I have found community surveys very useful – the fact that AIMS was running them gave our tenants confidence that they would not be identified and that the report would be fair. They have helped us clarify the extent of reported problems and to deal with them.”

Case study

Recently, a housing manager received a number of complaints from some residents about a warden, whose previous record had been exemplary. He was very concerned and contacted AIMS. Were these residents’ complaints justified or groundless? Did the housing manager have cause for concern? Did he need to undertake a capability review of his warden? How could he establish the truth when it was one person’s word against another’s?

Such situations can be distressing for all concerned.

AIMS helped the housing provider put together a confidential postal survey of all residents in the scheme. The responses were then fed back in an anonymised report to the housing provider. This showed that there was overwhelming support for the warden from the silent majority. Only two residents had major concerns.

At the end of the survey, residents were asked if they were willing to have a confidential conversation with a member of the AIMS team. If so, they could give contact details. If not, their identity remained secret. The two residents who had issues had both agreed to share their concerns with AIMS. Through this, they were encouraged to consider alternative means of resolving this dispute. They agreed for their names to go forward to the housing provider. A mediation has already taken place which has begun to address the issues for these residents.

Without the survey, it is possible the warden would now be undergoing a capability review, with a resolution as far away as ever.

 

Reduced fee to subscribers: from £30 + VAT per hour depending on the specific service being delivered.

Fee to non-subscribers, from £60 + VAT per hour.

Any cost implications will be discussed and agreed prior to the service(s) being provided. Where applicable, the following additional charges will apply:

Travel: Where travel is undertaken as part of AIMS service delivery, travel expenses will be charged. Minimum charge £25 + VAT per AIMS staff member. Subsistence and venue costs (if venue not provided) will be charged at cost, as applicable, and agreed in advance as far as possible.

Cancellations and postponements: AIMS requires at least 5 working days notice of cancellation or postponement of mediations, meetings, site visits or training sessions. Cancellations and postponements with fewer than 5 working days notice will attract a £75 cancellation charge. Travel and any other expenses already incurred will also be charged.

Additional services

AIMS additional services are outlined in much greater detail on the relevant pages:

• Mediation
• Training workshops: Subjects include conflict and dispute resolution, effective communication, Right to Manage, and leasehold management
• Consultancy
• Ballot counting
• AIMS annual conferences

If you are interested in progressing with any of AIMS’ services or would like to more information, please contact AIMS on 020 8765 7465 or email aims@ace.org.uk

To contact AIMS:

Address:
AIMS
Age Concern England
Astral House
1268 London Road
London SW16  4ER

Telephone:
020 8765 7465

Fax:
020 8765 7218

Email: AIMS