Emma Parcell looks beyond tenant engagement to how landlords can put tenants at the heart of what they do
Tenant engagement can offer multiple opportunities for social housing providers to hear tenant views on the services they provide. It also offers an opportunity for tenants to bring issues to their landlord’s attention providing feedback on when something is working well and also when something is not working.
As chair of the Customer Service Committee at Pobl, which is based on co-production between landlord and tenant and where everyone’s views are valued and equal, I have personally seen the positive influence tenants can have in shaping service design and delivery. The Customer Service Committee also commissions Service Watch to conduct scrutiny reviews investigating issues to improve services and customer experiences.
Social housing providers are required under the Regulation of Registered Social Landlords’ framework to provide evidence and assurance to the regulators that they have consulted with and considered the views of tenants in providing services. However, it is vital that tenant engagement is not done just to satisfy regulatory obligations and that organisations value and listen to tenant views.
As a board member for TPAS Cymru, I am aware that there are different models of tenant engagement that social housing providers adopt and use. These differ between organisations and are dependent on the outcomes they are aiming to achieve. Whilst attending TPAS training events and speaking to both tenants and housing staff it is clear to see there are many good practice examples of tenant engagement within the sector.
Whilst there are many good practice examples of tenant engagement, it can be questioned whether tenant engagement truly puts tenants at the heart of the organisation and whether tenants feel their contribution is truly valued and making a difference.
For landlords to truly put tenants at the heart of the organisation we need to look beyond tenant engagement. We need to ensure that the culture of the organisation and indeed the sector as a whole reflects the value and importance of tenants’ contribution and that tenants are empowered to actively contribute. The wider tenant community need to buy in to the values and culture of the organisation. Tenants make a valuable and important contribution to different areas of the organisation at various times.
However, although the organisational culture and values may consider that tenants are at the heart of everything they do, organisations need to ensure their actions reflect these. Tenants need to see that their contribution is making a difference. Nobody wants to feel like they are only being asked to tick a box and of course there will also be some tenants who are sceptical of whether the organisation truly values their contribution.
Tenant experiences of landlord services can influence and shape future service delivery but all too often tenant involvement is initiated by landlords not tenants. If tenants feel empowered to approach their landlord with suggestions about what matters to them within their community this could have a positive impact on services. Tenant experiences and expectations – whether positive or negative – can impact heavily on tenant satisfaction. If tenants’ experiences do not meet with expectations then it is time to consider the effectiveness and efficiency of the service, whether the service is providing value for money and how it can meet expectations.
Housing providers need to be committed to tenants at the heart and this needs to be reflected in the whole organisational culture from board members, the senior management team, in all departments, at all department levels, to frontline staff and contractors.
Within organisations there will be many staff members and some departments who are already ensuring the tenant’s voice is heard. When introducing a change in organisational culture of this kind, there may be some who are sceptical and be resistant to change. If the organisation perseveres and ensures that they really mean it, and are committed, then the resistance will weaken. This will ensure an entire system approach of putting tenants at the heart of everything they do, resulting in mutual trust between landlord and tenant.
Tenants should be valued as experts as they are the ones receiving the services. They should feel empowered to challenge landlords when services do not meet their expectations and work with landlords to find a solution. Landlords should be open and transparent with tenants providing meaningful opportunities for tenant contributions at all levels of the organisation, being honest and communicating with the tenants if there is something they cannot do.
Tenant engagement provides some opportunities but we need to bridge the gap between landlord and tenant before we can truly have tenants at the heart of organisations.
Emma Parcell is chair of the Customer Service Committee at Pobl, a board member at TPAS Cymru and a second year BSc Housing Studies student at Cardiff Metropolitan University