Ketso in housing and housing associations
This section includes:
- Housing, health and wellbeing: maximising the synergies
- Improving business performance through engagement
- Southway Housing Trust and South Manchester Clinical Commissioning Group
- Engaging with residents in Trafford Housing Trust
- Customer Focus Groups on the Caretaking Service
- Skills training and action planning with housing association residents
- Forward Planning for Residential Services at The University of Manchester
The Manchester Museum and Ketso hosted a half-day workshop to explore the many potential synergies between housing, health and wellbeing. 47 participants from a range of backgrounds, including housing associations, local authorities, the NHS as well as health and mental health charities met to explore creative ways forward. The results from this workshop are being shared as an open resource to support future work and partnerships.
Download the results below:
- Overview of Key Outcomes - Word document
- Aims, connections and context (full set of results) - Excel file
- Avenues to synergy (full set of results) - Excel file
Click here for information on If: Volunteering for wellbeing with the Manchester Museum, IWM North, Museum of Science and Industry.
Julian Westwood, Head of Business Intelligence, Trafford Housing Trust
We’ve used Ketso a lot over the last year to help us face a number of business challenges. We’ve used the kit to in three key ways to help the business improve:
- Helping us plan bespoke projects to improve the organisation’s capacity to deliver customer insight;
- Enabling us to engage with our customers in a more productive way, making sure that everyone gets an equal voice as part of customer involvement; and
- To help develop our internal services, including HR, through better understanding how staff feel about these services and the improvements which could be made.
We’ve found Ketso to be an intuitive and user-friendly way of engaging staff and customers. Using Ketso allows all participants to contribute their opinions, as those who are less comfortable voicing their feedback or concerns can write their comments down for inclusion in the analysis. The concept of branches and leaves helps to structure the discussion, yet it is still flexible enough to allow new ideas to be recorded.
One of the key things that has made Ketso so useful to us is the way in which you can readily gather feedback from individuals in a qualitative way, and very quickly deliver analysis. This means that we can get results to where they are needed quickly, to feed into processes of decision making. The combination of quantitative and qualitative analysis has provided evidence for service improvements. We’ve already seen business improvements arising from using Ketso; our Anti-Social Behaviour service’s key performance indicators have been redesigned based on customer feedback gathered in focus groups, and our development arm is using customer feedback to refine the houses it builds. We’re currently planning a Ketso session with our caretakers, to understand how they perceive their role and how they feel their service could be improved.
I’ve been told that I need to put in my hilarious reference again, so I can formally confirm that; “Sometimes I can’t get near the sink in the office for all the leaves being washed!”
More seriously, I’m delighted to endorse Ketso as an ideal tool for gaining meaningful insight whenever you need to gather varied and complex views. It’s a delight to work with.
Claire Tomkinson, Southway Housing Trust, Chair of Community Explorers
Community Explorers are a group of people that live or work in South Manchester and work in partnership with the Integrated Community Care Team and South Manchester CCG. The aim of Community Explorers is to identify and share the practical skills, knowledge, assets and wide range of activities that are available within the local area that may have a positive impact upon people’s health and wellbeing. The group aims to bring together all of the voluntary and community sector organisations to ensure that everyone is aware of what is already happening in the area and how this can be supported and promoted.
We used Ketso at one of our first workshops to look at how the NHS and Voluntary and Community Sector can work together around Integrated Care, initially focussing on older people. The Ketso really enabled us to focus our ideas around the main headings of: projects, communication, networks, people, resources, values and leadership. It was a really visual and participatory way of organising our thoughts and ensuring that everyone was able to get involved and have their say.
Instead of concentrating on the problems and what was needed, we started by looking at the existing assets in the area, and everyone was inspired by how much is already taking place that they were not aware of. This was a really motivational start to the project and this information is being used to create an asset map that can be shared in the local area. The coloured leaves enabled us to continue by looking at new ideas, barriers, goals and priorities and this information really helped to confirm the role of the group and create an action plan for moving forwards. This was a really useful start to our project and the Ketso was an effective and fun way of involving the group.
Jennifer Hall, Innovation Lead, People & Communications, Trafford Housing Trust
We've been using Ketso at Trafford Housing Trust now for some time, and finding it incredibly useful - in particular for developing a much better understanding of customer experience for specific services. Recently we have been undertaking a review of one customer-focussed service (antisocial behaviour) and have used Ketso to meet with our customers to garner feedback for how we can improve. Feedback on our antisocial behaviour service led directly to new procedures for dealing with antisocial behaviour, including improvements in communication with customers affected by it.
Ketso is a really useful way of structuring constructive conversations and allows all participants equal opportunity to have their views heard and recorded.
We'll be using what our customers have told us to inform development of customer-centric KPIs, to ensure that our service is aligned to customer demand. Based on how useful we've found this data and the methodology for collection, we are now rolling out use of Ketso across a range of services under review.
Carly Chadwick, Project Officer – Customer Insight, Trafford Housing Trust
We’ve recently used Ketso in a customer focus group about our caretaking service. This service is currently under review; however we had little evidence by which to make recommendations for how it can be improved. We used Ketso to hold structured discussions with customers about their experiences of the service in relation to cleanliness, responsiveness, safety and flexibility. Customers used the leaves to make general comments and to tell us what they liked, what they didn’t like, and what the ideal service looks like.
In the past we’ve just used post-it notes and pens, but Ketso made it much easier to structure the focus group and to record and analyse the discussions. I particularly like the way that Ketso allows both quantitative and qualitative analysis of customer feedback. The charts show us at a glance how many comments were made of each type about each branch, which is great for visualising customers’ opinions of the caretaking service. This will help us to identify particular areas for improvement. The ability to then code cross-cutting themes from the comments on the leaves gave us additional, qualitative evidence for our service review. The cross-cutting themes highlighted key areas which impact a customers’ experience of the caretaking service.
In informal feedback after the focus group, customers told us that they had enjoyed using Ketso. One customer said that the branches helped him to think about the service and tell us about his experiences of it. We have also trained other members of staff in how to use Ketso – they’ve told us that it’s an easy way of gathering and recording customer feedback.
We’re now considering using Ketso in focus groups with the caretakers, to gather their views on how the service could be improved. I think Ketso will be particularly useful for this because staff will be able to write down their comments if they don’t feel comfortable voicing their opinions during the discussion. This will make sure that our service review is informed by feedback from both staff and customers.
Environmentors, City South Housing Association, Case study by Jo Wilkes, Creative Engagement
I was engaged by City South Housing association to deliver an ASDAN Level 2 accredited qualification in volunteering at an event for 6 volunteers, whose group was called The Environmentors .
Within 8 weeks over the Christmas period I delivered 2 Ketso project planning and delivery workshops, helping them collaboratively create an event which was delivered in Hulme at the end of January 2014. All 6 volunteers worked together to create a fun recycling activity within the community. In this incredibly short time scale, not only did they create a successful project and all gain their ASDAN qualification, but the Ketso process helped give them the skills and knowledge to work as a team. By understanding the process and working together, they created a solid group, which is still running community events today.
The group was made up from a diverse group of people who were residents of City South Housing Association. Ketso made this process fun, interactive and easy to understand. The tree and growth metaphor of Ketso was perfect in this context. The process of taking the planning workshop into time scale delivery on the planning grid session was extremely effective, especially in the short timescale over a large public holiday. The whole process helped the group bond and each take responsibility for specific tasks. This created buy-in of the shared vision by the group.
It is so easy when you are running projects to have a great workshop with lots of ideas, then nothing happens to put those ideas into action. Ketso means Action in Lesotho and this process really helps an organisation be productive and take action in a short time scale.
"Using Ketso was a great way to get everyone involved and really helped build our Enviromentors team as well as develop our ideas about our project. It was a new experience for all of us but everyone got involved in making suggestions, coming up with issues and discussing where the leaves fit on the branches. We also used it to plan our first event. It’s a very flexible, versatile and visual tool". Phil Lukes, Customer Involvement Manager, City South Manchester Housing Trust
Helen McGlashan l Director of Residential Services l Directorate for the Student Experience l The University of Manchester
The Residences Team at The University of Manchester, which manages 8,000 rooms across 23 Halls of Residence, used Ketso in a three hour workshop to develop a three year plan and focus their efforts for the future. We came up with a vision to be seen as a leading example of innovation in residences in the UK.
This was an opportunity for people from a wide range of teams and backgrounds, working in managing the estate as well as pastoral care, to share ideas and develop their thinking together. As well as considering how to make the most of what is going well, the team was asked to consider creative new ways to manage their work in the face of a large expansion of the spaces they will be managing, as well as to consider how we fit into, and contribute to, the big picture of the University.
It was a stimulating and productive afternoon. I've had great feedback on how creative and imaginative the process was, especially in ensuring everyone had the confidence to engage and contribute. Written feedback from staff was very positive, with all twelve respondents saying Ketso was ‘very or extremely’ useful, with comments such as:
- Good way to understand how things are connected
- Gives a good structure to start from and prompts ideas It helps to open up the thinking of the team
- Useful tool to really make you consider the different statements e.g. what we do well and what not so well
- Valuable time spent considering where we are and where we want to be!