Monitoring Equality and Diversity

Why monitor?

Monitoring tells us how effectively our services are being delivered, whether all customers are receiving an equal service and the level of our customers' satisfaction. It is the process we use to:

• highlight possible inequalities

• investigate the underlying causes

• remove any unfairness or disadvantage

One of the ways we monitor equality in our services is by carrying out Equality Impact Assessments (EIA).    These must be undertaken when developing new functions (policies/ activities etc) or reviewing existing ones. We have a statutory duty to carry out Equality Impact Assessments under Race, Gender and Disability legislation. 

We are also required by legislation to monitor all our services by Race, Gender and Disability.  We will where possible using information collected from our customer audit, monitor by all six equality strands.

Equality Impact Assessments (EIAs)

EIAs are similar to a gap analysis, health and safety check or risk assessment.  All are used to assess areas of our services and help provide insight into areas that have room for improvement. 

To do this we must make sure we think carefully about the likely impact of our work on equality target groups and improve our functions by identify any unmet needs which lead to discrimination. 

Discrimination

Direct Discrimination

Direct Discrimination is when you are treated differently (e.g. less favourably) because of for example your gender, race, disability, sexual orientation and so on. 

For example:

• Not taking reasonable steps to remove physical barriers for disabled people, such as providing disabled toilets

• Sending all information in written format will discriminate against people who are unable to read or are visually impaired.

Indirect Discrimination

This is applying a provision, criteria or practice which disadvantages people because of their gender, race, disability, sexual orientation and so on (not purposely).

For example:

• Always providing meetings in the afternoon could exclude customers with childcare, caring or work responsibilities

• Providing a service for everybody only on a Friday morning will adversely affect certain religious groups

Meeting our equality requirements means making sure that the individual needs of different people are taken into account.  This involves thinking about the consequences of all our functions.  A ‘function’ is any activity of EHL. A policy is any prescription, whether formal or informal, written or customary, on how a function should be carried out. The Home Office have defined a policy as:

‘any practice or written document which sets out a course of action, guiding principles or procedure which is adopted and implemented by us.’

This also includes all functions undertaken by our Board, contractors and customer working groups

We must also making sure that, as far as possible we:

• Identify and remove barriers (negative consequences) and consider alternative solutions

• Actively promote equality 

Barriers to accessing services

Discrimination legislation is all about removing barriers to accessing services, so all customers can access our services when they need to and in a way that suits them.  EIAs help identify barriers so we can find alternative ways of providing our services.  Barriers include, for example:

• Visual impairments
• Hearing impairments
• Learning difficulties
• Literacy issues
• Disabilities
• Not being able to speak, read or write English
• Not being able to attend or access services due to religious or culture issues
• Work, caring or childcare responsibilities
• Stigma – i.e. LGBT people may not feel comfortable attending the same meetings as heterosexual people

Considering alternative solutions

Following is a list of examples showing how we can make reasonable adjustments to remove barriers when provide our services. 

Issue

Female customers primarily have responsibility for children and may be restricted in attending Area Panel meetings due to the times they are held.

Solution

• Consider provision of childcare/reimburse childcare costs

• Ensure there are opportunities to get involved at evenings and weekends as well as during the week.

• Ensure mechanisms for engaging from home

• Provide community (local) engagement opportunities (i.e. community notice boards/ family fun days)

Issue

Due to cultural religious issues some female customers may not be able to attend Area Panel meetings without a male chaperone.

Solution

• Hold female only meetings – including female only staff
• Ensure there are opportunities to get involved at evenings and weekends as well as during the week.

Issue

Non English speaking customers may not attend Area Panel meetings due to lack of understanding, confidence or awareness.

Solution

• Provide information about Area Panels in alternative languages

• Provide information about the options of interpreters

• Hold BME surgeries in partnership with other local organisations

Issue

Religious belief may restrict customers from attending meetings as they clash with religious commitments.

Solution

• Ensure meetings are held in non-religious venues
• Ensure Area Panel meetings are held at times that do not clash with religious prayer time 

Issue

Visually impaired customers cannot read the documents/information we send them.

Solution

Provide the information in an alternative format such as large print, audio or digital talking book.

Issue

Customers with a disability may not be able to attend Area Panel meetings due to lack of confidence travelling on public transport.

Solution

Provide complimentary transport for disabled customers attending consultation/Area Panel Events.

Issue

Disabled customers cannot get in and out of the bath.

Solution

Install disabled adaptation in property.

Issue

Muslim customers cannot access high street mortgages which in effect could prevent them from obtaining their property under the Right to Buy.

Solution

Include information about alternative Muslim mortgages (Shariah morgages) to ensure all eligible customers can access the Right to Buy.

In this section of the website you can download our Equality Impact Assessment template, completed Equality Impact Assessments and find out more information about our Equality Impact Assessments.