As the first local authority in Wales to get started on bringing its housing stock up to the Welsh Housing Quality Standard (WHQS) Denbighshire County Council could be described as a leader in the improvements field

The programme to improve 3,470 properties by 2012 is now in its fourth year and the council is committed to completing it. Having come to the end of a two-year contract with Solar Windows, which saw 2,760 homes fitted with new windows and doors, and a contract which has involved 1,500 heating upgrades it has recently appointed Bramall Construction to carry on the good work, with more general improvements such as re-wiring, kitchen and bathroom replacements and disabled adaptations work.

The council is set to enter into a new framework agreement with contractors, who have successfully completed the robust selection process with future works being divided into lots. Following this process Bramall Construction have been chosen to carry out the improvements work in lot 1.

“Bramall Construction is supporting the local community using local building suppliers and employing North Wales-based subcontractors for mechanical and electrical services. Following Denbighshire County Council procurement strategy, Bramall Construction is fulfilling its obligation to support local businesses and create employment in the immediate area,” said Glyn Forsdick, senior housing development officer. Covering a geographical area which encompasses large coastal towns such as Rhyl and Prestatyn, alongside smaller towns and villages, the council has a stock comprising mainly traditional built houses with an age profile of circa 1930 to 1995, consisting of flats, bungalows and houses. A significant number of the stock – a third of the total – is dedicated to older persons.

The council’s dedication to tenant participation can be clearly seen with tenants being involved in the process leading to the improvement works programme. Both Bramall Construction and the council employ tenant liaison officers (TLOs) to support residents and keep them informed of what is going on. “Each day when we start work the TLO will be on site speaking to the tenants making sure everything is going along nice and smoothly,” explains Forsdick.

The council has a history of tenant participation and there is a strong network of over 20 tenants and residents associations in place, also having the benefit of Denbighshire Tenants and Residents Federation (DTARF), which is a forum to bring all of the groups and community voices together, with council officers attending their monthly meetings.

There are also sub groups, which focus on a specific area such as repairs, improvements, over 50s, environmental improvements and sheltered housing, which as well as holding their own monthly meetings are affiliated with the federation. The council keeps a database of people who are interested in sharing their knowledge and experiences at their chosen level. In rural areas where there are not enough people to form an association there are community voices, which link to the council through federation meetings and tenant participation officers.

As tenant participation officer Denise Roebuck explains, the council built on this already well established network to make sure their tenants were represented during improvement works and listened to their clients to make the refurbishment programme as seamless as practicably possible.

“Before the improvements programme started tenant participation was very high on our agenda for all initiatives undertaken by the council, with over 20 associations in place and seven resource centres, it was relatively easy to start off,” she says. “With the assistance of DTARF, an improvements group was established to make tenant and resident associations aware of the whole procurement process. The improvements group nominated a representative to assist in the contractor selection process.”

In fact Denbighshire Council’s tenant participation strategy is written by the tenants themselves, with help from officers. Based around the shared vision of creating “a true partnership to deliver services that meet the needs of tenants within their communities, supported and sustained at a level chosen by the tenants”. Additionally, “making every effort to involve tenants in decision-making, working in partnership and acting openly with trust and honesty”.

An action plan has been drawn up to further improve the service. Tenants have audited the council’s resource centres to see exactly how efficient and cost effective they are and to highlight any areas that could be further improved. “The audits went extremely well and officers and tenants are now far more aware of the best ways to participate,” says Roebuck.

The council’s approach to tenant participation is evidence of its ability to constantly develop and grow because even leaders in their field can learn new lessons and improve their services – something which Denbighshire County Council constantly strives toward.