Tenant Participation Strategy - Annual Review
North Lanarkshire Council · 31 August 2022
Back to Housing Committee — 31 August 2022 and its agenda
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North Lanarkshire Council Report Housing Committee Does this report require to be approved? ☐ Yes ☒ No Ref SL/LS/TL Date 31/08/22 Tenant Participation Strategy – Annual Review From Stephen Llewellyn, Head of Housing Solutions E-mail llewellyns@northlan.gov.uk Telephone 01698 274192 1. Background 1.1 The current strategy for 2020-2025, “Involving Tenants, Improving Services” was developed and approved at committee in February 2020. 1.2 The strategy for 2020-2025 aims to maximise consultation and participation opportunities for tenants and other customers and provides the main source of information relating to tenant participation for tenants and customers. It also outlines the opportunities to participate in the monitoring and development of the housing service. Executive Summary The purpose of this report is to provide an update on the annual review for 2021/22 of the Tenant Participation Strategy 2020-2025 - “Involving Tenants, Improving Services”. The report highlights developments in this area of business and ongoing recovery plans as restrictions Covid-19 have now eased. An updated action plan for 2021 – 2022 is included for reference (appendix 1). Recommendations It is recommended that committee: (1) Note the impact on this area of business due to the pandemic over the period of the annual review (2021/22) (2) Note the achieved actions / milestones as set out within the action plan attached at appendix 1 (3) Note plans to reconnect with communities as restrictions have now eased The Plan for North Lanarkshire Priority Enhance participation, capacity, and empowerment across our communities Ambition statement (19) Improve engagement with communities and develop their capacity to help themselves
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1.3 The aim of the strategy is to continue to develop and improve how we communicate with our tenants and residents and to ensure we provide opportunities for participation and involvement that are accessible to all. The strategy was developed from the key messages gathered throughout the consultation and engagement process. To achieve this, a series of measurable objectives were developed (pre-Covid-19) to enable us to demonstrate our success to our tenants and residents throughout the lifetime of this strategy. 1.4 The objectives set out within the five-year strategy highlight the activities required to help achieve the overall aim and incorporate key messages provided by our tenants and residents throughout consultation. 2. Report 2.1 Since committee approval, there has been notable challenges faced in achieving the strategy objectives mainly due to ongoing Covid-19 restrictions. Tenant participation could not be delivered in its usual form, therefore, to achieve the objectives set out within the strategy, some of the milestones / activities have been adapted, as detailed within appendix 1. 2.2 Dialogue on how to progress engagement activities continues to take place with all parties, however there is an element of realisation that not all activities will be able to resume in their original formats with alternative methodologies being evaluated. As restrictions began to ease towards the end of 2021/22 the Tenant Participation team were hopeful that previous engagement methods could resume. Plans have also been put in place to re-establish scrutiny meetings from Q2 of 2022/23 and to assist with this a recruitment drive for scrutiny panel member’s is planned. 2.3 There has been a notable increased online presence in the form of virtual events, meetings, and targeted social media campaigns and the Tenant Participation team are working on ensuring a hybrid approach to engagement will be made available going forward with the aim to ensure as wide a reach as possible to tenants and residents. 2.4 The Tenant Participation team continues to act as a central point of contact between tenants and other NLC services which has been beneficial to all parties. The workflows of the Tenant Participation team are regularly reviewed to ensure that the priorities contained within the overall action plan continue to be prioritised and progressed. 2.5 Limitations relating to engagement continued for most of the year however during Q4 guidance indicated that restriction were to be lifted therefore the team began to cautiously reconnect with groups and begin to plan for the year ahead for. 2.6 Despite the challenges around restrictions and disruption to the business-as-usual activities described above, the Tenant Participation team, along with all other relevant stakeholders have continued to progress the strategy actions. Table 1 details progress on the RAG (Red, Amber, Green) status of the actions contained within the strategy action plan: which highlights a slight improvement since 2020/21.
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Table 1 Strategy Objective Total objectives in section Red (Not complete) Blue (Ongoing) Amber (On Track) Green (Complete) Objective 1: Contribute to delivering The Plan for North Lanarkshire by enhancing participation, capacity and empowerment across our communities 5 1 0 3 1 Objective 2: Continue to develop engagement opportunities for our tenants, residents and under- represented groups that will develop their capacity to help themselves at a North Lanarkshire and local level 3 0 0 1 2 Objective 3: Ensure effective use of tenant participation resources to involve tenants and residents in the decisions, and development of services and supports 5 2 0 0 3 Objective 4: Demonstrate continued commitment to customer satisfaction and feedback 4 0 1 0 3 TOTALS (number and %) 17 3 (18%) 0 (0%) 4 (23%) 10 (59%) 2020/21 TOTALS (number and %) 17 4 (23%) 2 (12%) 3 (18%) 8 (47%) ` 2.7 As is demonstrated, of the 17 total objectives, 10 (59%) are complete, 4 (23%) are on track, none of the actions are at “blue” status (ongoing) and 3 (18%) are not yet complete. Good progress has been made from the annual review last year as is shown by the 2020/21 totals in table 1. Notable Achievements 2.8 There are a number of notable achievements demonstrated throughout the period of this annual review (2021/22) which are noted in table 2: Table 2 The Tenant Participation team were shortlisted as a finalist and subsequently won an award at the Chartered Institute of Housing’s Scotland Housing Awards, for the category of “Best Frontline Housing Story of the year”, in recognition of the support offered to other areas of business during the initial lockdown stages. The Tenant Participation team supported North Lanarkshire Federation of Tenants and Residents to develop their new business plan which aligns with the current Tenant Participation Strategy. Tenants were consulted and supported to submit a response in relation to the Scottish Governments review of the Scottish Social Housing Charter.
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The North Lanarkshire Federation of Tenants and Residents were supported in a successful proposal bid to request a review of their annual grant. This is administrated by North Lanarkshire Council and has enabled them to explore the opportunity of moving premises to help support hybrid meetings, events, and training. This was approved at committee resulting in them being able to secure new and improved premises. Tenants who are digitally excluded have been supported by the Tenant Participation team to get online via Connecting Scotland Funding – 200 tenants benefited from receiving a device, internet access and digital training. The Tenant Participation team supported and facilitated: o 24 North Lanarkshire Federation of Tenants and Residents Executive Committee meetings o 21 food for thought, information, or consultation sessions o 14 business plan meetings o 4 tenant participation steering group meetings o 2 performance report meetings o 2 tenant satisfaction survey meetings o 3 ambition sub-group meetings o 1 waste management sub-group meeting 3. Measures of success 3.1 Implementation of the Tenant Participation Strategy 2020-2025 which contributes to deliver towards The Plan for North Lanarkshire and delivers the overall aim and objectives set out within this strategy. 3.2 Provision of accessible and meaningful participation and engagement opportunities that will ensure high levels of satisfaction with tenants’ opportunities to participate in landlord’s decision making. 4. Supporting documentation 4.1 Appendix 1 – Tenant Participation Strategy 2020-2025 Action Plan/Annual Report. Stephen Llewellyn Head of Housing Solutions
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5. Impacts ( http://connect/report-template-guidance ) 5.1 Public Sector Equality Duty and Fairer Scotland Duty Does the report contain information that has an impact as a result of the Public Sector Equality Duty and/or Fairer Scotland Duty? Yes ☒ No ☐ If Yes, please provide a brief summary of the impact? The Tenant Participation Strategy 2020-2025 impacts on reducing inequalities by providing accessible opportunities for all to become involved in influencing and shaping how housing services are delivered. An impact assessment was carried to consider how we can reduce inequalities through the strategy. This will continue to be reviewed as implementation of the strategy progresses. If Yes, has an assessment been carried out and published on the council’s website? https://www.northlanarkshire.gov.uk/your-community/equalities/equality-and-fairer- scotland-duty-impact-assessments Yes ☐ No ☒ 5.2 Financial impact Does the report contain any financial impacts? Yes ☒ No ☐ If Yes, have all relevant financial impacts have been discussed and agreed with Financial Solutions? Yes ☒ No ☐ If Yes, please provide a brief summary of the impact? Tenant Participation will be delivered below the existing budget levels, however in 2021/22 as restrictions began to ease, plans were put in place to resume a full level of Tenant Participation activities. Financial impacts have been reviewed as part of the monthly monitoring process with colleagues in Financial Solutions. 5.3 HR policy impact Does the report contain any HR policy or procedure impacts? Yes ☐ No ☒ If Yes, have all relevant HR impacts have been discussed and agreed with People and Organisational Development? Yes ☐ No ☐ If Yes, please provide a brief summary of the impact? 5.4 Legal impact Does the report contain any legal impacts (such as general legal matters, statutory considerations (including employment law considerations), or new legislation)? Yes ☐ No ☒ If Yes, have all relevant legal impacts have been discussed and agreed with Legal and Democratic Solutions? Yes ☐ No ☐ If Yes, please provide a brief summary of the impact? 5.5 Data protection impact Does the report / project / practice contain or involve the processing of personal data? Yes ☒ No ☐
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If Yes, is the processing of this personal data likely to result in a high risk to the data subject? Yes ☐ No ☒ If Yes, has a Data Protection Impact Assessment (DPIA) been carried out and e- mailed to dataprotection@northlan.gov.uk Yes ☐ No ☐ 5.6 Technology / Digital impact Does the report contain information that has an impact on either technology, digital transformation, service redesign / business change processes, data management, or connectivity / broadband / Wi-Fi? Yes ☐ No ☒ If Yes, please provide a brief summary of the impact? Where the impact identifies a requirement for technology, has an assessment been carried out (or scheduled) by the Enterprise Architecture Governance Group (EAGG)? Yes ☐ No ☐ 5.7 Environmental / Carbon impact Does the report / project / practice contain information that has an impact on any environmental or carbon matters? Yes ☐ No ☒ If Yes, please provide a brief summary of the impact? 5.8 Communications impact Does the report contain any information that has an impact on the council’s communications activities? Yes ☐ No ☒ If Yes, please provide a brief summary of the impact? 5.9 Risk impact Is there a risk impact? Yes ☐ No ☒ If Yes, please provide a brief summary of the key risks and potential impacts, highlighting where the risk(s) are assessed and recorded (e.g. Corporate or Service or Project Risk Registers), and how they are managed?
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Appendix 1 - Tenant Participation Strategy 2020-2025 Action Plan/Annual Report (2021 – 2022) Tenant Participation Strategy 2020-25 Action Plan Our action plan sets the activities and tasks we will be undertaking to deliver our objectives and overall aim. Objective 1: Contribute to delivering The Plan for North Lanarkshire by enhancing participation, capacity and empowerment across our communities Action Milestones Timescale Annual Review 2021/22 Lead RAG (1.1) In partnership with our tenants and residents annually review the TP Strategy and update the action plan • Complete an annual review of TP Strategy to align with current policy and legislative requirements • Update progress on achieving actions within the plan 2025 • TPT & NLF continued to meet virtually, fortnightly to discuss progress on achieving actions within the plan, as well as challenges due to ongoing restrictions • Elements of action plan postponed • Agreed on which initiatives to postpone & ways to adapt to enable us to continue to effectively engage with tenants & residents • Annual Review complete TPT Green (1.2) Review and revitalise local tenant participation action plans in consultation with local groups and chairpersons meetings • Review current local tenant participation action plans • Consider new format and agree approach to revitalising local tenant participation action plans 2021 • Due to ongoing restrictions, no chairperson’s meetings have taken place • NLF & TPT continue to review government guidance to ascertain whether it is possible for chairperson’s meetings to take place safely, whilst also looking at alterative solutions • TPT currently reviewing database to obtain an accurate number of groups remaining, which will allow for better planning • Review & agree action plan once meetings are re-established Local Groups, Chairperson Meetings, TP & LHT Red (1.3) Consider and develop opportunities for social activities that will encourage tenant participation and build • Consult with tenants and residents to develop a range of suitable social activities that encourage tenant participation and build capacity • Develop a guidance note to outline social 2025 • The ongoing pandemic has limited our ability to develop a range of suitable social activities that encourage tenant participation and build capacity • Continue to offer a range of virtual activities/events available for tenants to TPT Amber
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capacity within communities activities that can be supported through Tenants and Residents Association grant funding • Provide training and support to Tenants and Residents Groups to create a diary of social activities attend - not all housing related. • Working with tenants to build confidence getting online • Digital Champions offering training to tenants • Beginning to plan NLF AGM, incorporating social elements to reconnect (1.4) Develop annual tenant participation training and information programme • Review and evaluate current training plan • Consult with tenants and residents on future training and information requirements • Consult voluntary and public sector organisations on potential joint training opportunities • Develop programme 2025 • Digital Champion-Home Visit, Device Set- Up, Training etc. • Continue to offer, one to one training • Developing digital training- drop-ins, using NLF iPads or tenant’s own devices, looking at new premises to support this • Mornay Way drop-in sessions ongoing, started December 2021 • Developing a programme of events in partnership with NLF now that restrictions are easing Amber (1.5) Review and Implement recommendations in relation to grant assistance to support tenants and resident’s groups and NLF • Review current funding arrangements • Consider review and Tenant Scrutiny findings to inform future resourcing • Consult on and develop proposals in relation to TP and Participatory Budgeting 2022 • Supported NLF to submit paper to senior management requesting a review of their annual grant, to allow them to consider moving premises, proposals agreed at committee - 16th February 2022 – Lease agreed for new premises, 16th May 2022, date of entry • Tenants Groups have been encouraged to attend Community Board meetings which will enable them to find out more about PB • As the team begin to reconnect with Tenants and Residents groups, they will be supported to apply for funding internally and externally • Will consider review of grants assistance and Tenant Scrutiny findings to inform future resourcing TPT/NLF Amber
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Objective 2: Continue to develop engagement opportunities for our tenants, residents and under-represented groups that will develop their capacity to help themselves at a North Lanarkshire and local level Action Milestones Timescale Annual Review 2021/222 Lead RAG (2.1) Work with our tenants and residents to produce a ‘Tenant Participation Guide’ • Consult and engage with tenants on content • Develop and produce a “Guide to Tenant Participation” • Consider and develop opportunities that will increase participation and reduce administrative burden on groups and individuals starting their tenant participation journey 2022 • Initial work has started on producing a guide with the aim of consulting and engaging with tenants on content once we are able to meet face to face • A condensed updated version that recognises recommendations received via tenant grant scrutiny will be available TPT Amber (2.2) Undertake annual tenants’ engagement opportunities to inform and influence service delivery • Develop and publicise annual diary of engagement opportunities ▪ Pop Up events ▪ Conversation Cafes ▪ Conferences • Assist NLF to develop Open Meeting programme on key service areas • Assist NLF to develop and implement their Food for Thought (FfT) Programme ▪ Assist NLF to annually identify four FfT topics and facilitate programme ▪ Ensure recommendations and findings from FfT programme inform future service delivery for Housing Solutions Annual Considering restrictions were still in place throughout the majority of 2021/22, it was a highly productive year for tenant engagement Digital Food for Thought Session • May 2021-Equalities • May 2021 – Community Alarms • Jan 2022 - Pension Credits • Jan 2022 - Gambling Harm • Feb 2022 Social Security Info Session – postponed due to low numbers booking *NLF Business Plan stipulates that a min of 4 sessions is delivered a year –successfully achieved Tenant Engagement • Wellbeing calls to groups & individual’s • NL in Bloom Garden Awards - April – August 2021 • KGC Pilot- Digital Champions TPT Green
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• Environmental Sensors Pilot- TPT engaged with identified tenants (April 2021- present day) • Encouraged Tenants to attend SSHC review, consultation events hosted by TIS & TPAS • Offered Tenants the opportunity to attend TIS conference, 2 places booked • Supporting Connecting Scotland funding- Digital Champions • Hand delivered NL in Bloom Garden Awards to all winners 2020 & 2021 The TPT & NLF have continued to meet virtually to discuss business relating to housing services, with various guest speakers, in attendance *NLF 2021 conferences postponed due pandemic, date booked for 11th June 2022 Tenant Participation Online Events To celebrate Scottish Housing Day, Climate Emergency theme, a series of events were delivered throughout September 2021: • Love Food, Hate Waste • Helping to Save Energy • NLC Greener Homes To support Challenge Poverty week and due to the success of the sessions previously delivered, the following were re-delivered: • Love Food, Hate Waste • Helping to Save Energy • TP team also helped promote other related events/session for Challenge Poverty Week
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Consultations • NLF consulted on developing the Annual Tenants Survey – 8th July 2021 • Local Housing Strategy- NLF met with NLC on 4th August 2021, with a further session delivered for wider community 23rd August 2021 • Scottish Social Housing Charter, Review Consultation, 26th August, facilitated by independent consultants North Star • Allocations Policy Review – NLF met with NLC on 2nd September 2021, with a further session delivered for wider community on 21st September 2021 • NLF consulted on developing the Annual Performance Report – various meetings from September to October 2021 • NLF met with TPT to judge NL in Bloom Garden Awards – 29th September 2021 External Events • Staff & Tenants attended TIS conference. • Staff attended CIH Housing Awards – November, TP team were successful (2.3) Raise awareness of tenant participation services and activities within our local communities and council services • Expand links with other agencies including: ▪ Those that work with young people and under-represented groups ▪ Other voluntary sector organisations • Encourage more individuals to become involved in tenant participation • Increase visibility of staff within communities Annual Since April 2021, the TPT has been working with Agilisys-Digital Consultants, on various projects: • Environmental Sensors • Connecting Scotland Fund TP Manger attends Corporate Community Engagement Working Group - joint working discussed during meetings. TP Manager involved in Open Space Strategy working group Green
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January 2022 - the TPT accompanied the properties team to look at new heating technology within properties in Maryhill, as this is being considered for some new build sites. TPT to support tenant engagement. Continue to promote and encourage attendance of Community Boards Various departments often ask TP team to share content on their social media page- Find us on Facebook: @NLCTenantParticipation Objective 3: Ensure effective use of tenant participation resources to involve tenants and residents in the decisions, and development of services and supports Action Milestones Timescale Annual Review 2021/22 Lead RAG (3.1) Review Tenants Newsletter • Carry out market research to determine best media/form for newsletter • Develop Newsletter Working Group to involve tenants and residents in assisting with content ideas and tenant articles • Complete review and implement findings 2021-2025 • Contributed to the annual tenant’s newsletter (x2 per annum) • Working group to be set up in future, in the meantime NLF have been consulted re- content ideas • In addition to the Annual Tenants Newsletter the TP team regularly contributes towards the monthly Chief Executives Newsletter ALL Green (3.2) Further develop use of technology to promote and increase tenant participation • Review electronic publicity methods and develop action plan to implement findings • Increase use of social media and council website to inform, involve and engage on tenant participation • Develop and implement training programme for social media training to TRAs and Individuals • Develop virtual tenants and residents’ opportunities for engagement and 2025 Due to ongoing restrictions, the TPT as with many services has relied solely on digital engagement over the past year: • Increased frequency/type of social media content • Social Media Campaigns, such as: International Woman’s Day, Challenge Poverty Week, Celebrating Scottish Housing Day, Sharing NLC updates etc. • Increase in Facebook followers from to 515 TPT/NLC Green
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participation to 620 (+20%) • Contributed towards updating new NLC website-encouraging tenants to subscribe • Increase in housing subscribers- 9664 to 9815 (+1.58%) • Increased NLF social media posts, gained new followers – 201 as of 31st March 2022 • TPT have made themselves available via Zoom, WhatsApp, Microsoft Team, Facebook Messenger, Text, Conference call etc. • Developed user guide to help tenants get online • Offered 1:1 advice/training to help get online • Various Guest speaker attended NLF committee meetings virtually • TPT developed TP E-Newsletter, first copy drafted by 2 Foundation Apprenticeships on placement • Progressing with setting up an online digital lending library. • Plans in place to host a weekly digital drop in session (3.3) Develop ongoing programme of tenant scrutiny topics and activities • Complete annual programme of tenant scrutiny activities and implement recommendations/findings • Assist NLF to develop annual programme of tenant scrutiny • Review current service delivery model with a view to re-tendering independent tenant scrutiny support contract Annual • Scrutiny postponed from March 2020- ongoing agenda item • Quarterly contract monitoring meetings with North Star continue to take place • Contract was due to expire March 2021 however experience would suggest that there is approximately 1 years’ worth of scrutiny sessions (19) and consultation events (3) remaining within the current contract, which can be utilised beyond the original timescales, therefore there is no urgency to tender for new contract. • As restriction are beginning to ease plans are in place to start new scrutiny in August 2022; TPT/NLF Red
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a recruitment drive for scrutiny panel members will take place (3.4) Continue to develop Co- Production methods to harness the views and experiences of disabled people to inform service improvements • Develop a programme of engagement activity with co-production group • Enhance opportunities for co-production group to become involved in wider tenant participation activities through accessibility, use of technology and shared workstreams Annual • Joint working postponed due to Covid-19, plan to re-establish links once restrictions ease TPT Red (3.5) Deliver tenant participation services at a neighbourhood level to respond to needs as they arise • Develop short-life groups to address particular local housing issues • Improve communication and relationships by keeping TRAs/Is updated on staff changes within local teams • Ensure all frontline housing staff are consistently trained and informed in relation to tenant participation • Provide joint training opportunities in relation to tenant participation for staff in other services • Contribute to North Lanarkshire Partnership Engagement Review to reflect feedback from our TRAs/Is • Develop relationships with other council services to enable ‘piggy Annual • Although no face-to-face meetings have taken place throughout 2021 - 2022 the TPT has continued to contact groups & individuals via many forms: wellbeing calls, via social media, online events, email, virtual meetings etc. this has allowed us to keep up to date with any issues and pass to area offices/senior staff as required • TPT has continued to act as a central point of contact between tenants & council depts over the course of the year TPT Green
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backing’ at wider engagement events to promote tenant participation Objective 4: Demonstrate continued commitment to customer satisfaction and feedback Action Milestones Timescale Annual Review 2021/22 Lead RAG (4.1) Review methods for measuring tenant satisfaction to reflect demographic profile of our tenants and meet requirements of the Scottish Housing Regulator • Complete review • Develop bank of case studies to demonstrate achievements and successes • Complete review of how we report back to tenants and residents the findings, recommendations and actions in relation to tenant surveys 2021 • NLF consulted on questions for annual tenant survey • NLF met with Q&P team to discuss findings & methods of reporting to tenants HS/TPT Green (4.2) Continue to develop and maintain a database of tenants/ customers who have agreed to be contacted to take part in consultation • Database reviewed annually Annual • Continue to update database (TPT & NLF) TPT Green (4.3) Produce an annual performance report in consultation with tenant representatives and in line with SSHC • Annual Performance Report produced and submitted Annual • Annual Performance Report produced within designated timescales, info can be found here • NLF met with Q&P team to discuss findings & methods of reporting to tenants HS Green
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guidelines (4.4) Annually review outcomes for NLF Sub- Groups • Complete annual review of NLF Sub- Groups • Implement review findings • Develop programme of activity to be shared with other council services to demonstrate how wider council engagement is vital to success Annual • 2/3 Sub-Groups re-instated (virtually)- Ambitions & Waste Management, with Roads & Street lighting group members being supported via TP Officer until face-to-face meetings can resume • Plans for all 3 Sub-Groups to meet face- to-face in Q2 2022/23 TPT Green RESPONSIBILITY KEY Abbreviation Description TPT Tenant Participation Team LHT Local Housing Team TRA Tenants and Residents Association I Individuals HS Housing Solutions RAG DEFINITION Red Not complete Blue Ongoing Amber On track Green Complete