How tenant engagement works

Find out how we involve you in shaping your housing services.

Your voice matters and it's part of everything we do. We believe giving tenants a voice shouldn't just be a box we tick. It should shape the decisions we make and the services we deliver. 

We've introduced a new Tenant Engagement Framework (2025 to 2028) based on what you as tenants told us you want:

  • to be listened to from the start,
  • to see how your input leads to action,
  • to influence real change, and
  • to hold us to account when things don't work.

The framework also helps us meet the Transparency, Influence and Accountability Standard set by the Regulator of Social Housing. 

We have two simple visuals to explain how you can get involved and what impact you have. These are part of the new strategy.

The first of these is the Tenant panels' role in governance (PDF, 63.77 KB). 

This shows how you're involved at every stage, from helping to shape policies and services at the start, to reviewing and challenging performance later on. For example:

  • When we plan a new policy or service change, we ask our tenant panels for input before a draft is even written.
  • That feedback then helps shape the draft before it's reviewed by council officers or Cabinet.
  • After the change is made, we go back to you to check how well it's working and what needs to be improved.

Tenant panels also help scrutinise our performance:

  • They review real-time data on complaints, repairs, satisfaction and more.
  • They help identify what's working and what's not working.
  • Together, we agree action plans to fix issues and improve services.

The second visual is our Tenant Engagement Framework (2025 to 2028) (PDF, 24.59 KB). 

This shows the different ways you can get involved, from reading a tenant newsletter to sitting on a dedicated panel.

It's a layered approach so you can choose what works best for you.

Why your involvement matters

Be getting involved, you have a real opportunity to influence decisions that impact your home and community.

Whether it's through a tenant panel or a quick chat on the doorstep, we treat all engagement seriously.

Your views help inform:

  • decisions made by senior housing officers,
  • recommendations to our council committees,
  • reports to Cabinet, our main decision-making body, and
  • our annual performance reviews and service improvement plans.