The benefits of real tenant engagement
Why landlords should view resident engagement as much more than a tick-box exercise
INNOVATION & IMPROVEMENT
Image: Istock
The benefits of real tenant engagement
Why landlords should view resident engagement as much more than a tick-box exercise
INNOVATION & IMPROVEMENT
Image: Istock
Yaw John Boateng
Chair, Croydon Tenants & Leaseholders Panel, and Deputy Chair, Stop Social Housing Stigma
Yaw John Boateng
Chair, Croydon Tenants & Leaseholders Panel, and Deputy Chair, Stop Social Housing Stigma
Issue 69 | December 2023
It might sound strange, but one might ask: “Why involve tenants and residents?” This question is especially relevant amid the roll-out of the Regulator of Social Housing’s new Consumer Standards and the requirement for resident views to be heard and reflected in landlords’ decision making. But as Registered Providers focus on the nitty gritty of implementing the required changes in their organisations, it is important to remember why we are doing this.
It is clear much has changed in the social housing realm in the past decade. The awful tragedies of the Lakanal House fire on 3 July 2009 and the Grenfell Tower fire on 14 June 2017 are just two key incidents that serve as a wake-up call to the sector, emphasising the need for residents to be listened to and to be taken seriously.
How engagement benefits landlords
Having been an actively involved resident for the past two decades, I’m naturally drawn to opportunities for getting involved with various services of my landlord, Croydon Council, and the wider social housing sector.
For the past decade, I’ve had the opportunity to serve in various capacities chairing the Tenants and Leaseholders panel, as a member of the Housing Improvement Board, representing Croydon on ARCH (Association of Retained Council Housing) and serving as Deputy Chair on the Stop Social Housing Stigma campaign.
In my view, there is now a wider realisation of the benefits proper resident engagement offers to a landlord. These include:
- Residents are key stakeholders. Our rents pay for a huge chunk of the services commissioned by our landlord;
- As end-users, residents have valuable lived experiences and are likely to know more about their home;
- A conversation with residents prior to engaging professional services can save time and money – and lead to better outcomes.
What real engagement looks like
Although, in my experience, some weeks can be very packed with resident involvement activities, I feel very privileged to have increased my knowledge of the inner workings of the various departments of the council.
My interactions with a variety of officers of all levels and also with fellow residents and panel members, has also been very educational and personally rewarding.
As a result, I can say that real tenant engagement is characterised by the following (this list is not exhaustive):
- Engagement occurs from the outset of any project, with co-creation between resident and landlord being a common thread.
- Key stakeholders are consulted in a timely manner and not presented with fait accompli decisions or treated in a tick-box manner.
- Residents’ opinions, when sought, are appropriately respected and accredited, and successes are rewarded and celebrated jointly.
- Actions are appropriately carried out as agreed.
- Civility is demonstrably present in the landlord-resident relationship.
“Key stakeholders are consulted in a timely manner and not presented with fait accompli decisions or treated in a tick-box manner.”
