Social housing tenants - accessing information: research report

5 Conclusion

5.1 Landlords are providing many different types of information to tenants, and they are using a variety of methods to make information accessible and understandable for tenants.

5.2 In line with recent expansion in the use of digital information, websites are increasingly being used to provide tenants and prospective tenants with information on the landlord, governing body, staff, tenancy information, advice, performance, policies and procedures.

5.3 During the focus group discussion held as part of this research, all participants indicated that this shift in approach towards digital was accelerated during the Covid pandemic. Evidence points to this becoming the default method of communication for newsletters, annual reports, performance reports etc. However, it should be noted that key information such as tenancy agreements mainly continue to be provided in paper form.

5.4 Participants also highlighted an increase in on-line meetings e.g. via Teams, Zoom etc for tenants’ groups, tenant consultations and governing body meetings.

5.5 The transition towards increased use of digital information also maximises accessibility in the sense that websites can incorporate a range of accessibility tools, including translation and features such as reading aloud etc. Nonetheless, this is predicated on the fact that tenants generally have internet access and appropriate equipment such as a phone, laptop or tablet which some tenants may not have. It should also be noted that some tenants simply have a preference to receive information in a hard copy form.

5.6 Similarly, the transition towards more on-line meetings can make taking part in consultations easier- again, provided there is access to internet and appropriate equipment.

5.7 Tenants did acknowledge that there were benefits to on-line meetings and digital engagement, however many participants indicated they want to have a choice in how they receive information and in how they engage with their landlord, for example, the option for face-to-face meetings.

5.8 Several landlords are assisting tenants to access digital information; helping to ensure that information can be easily accessed by tenants e.g. provision of devices, training, staff support, and designated space in offices with equipment for on-line meetings.

5.9 Legal documents, such as tenancy agreements, and documents relating to arrears and court action all primarily remain as hard copies issued to tenants.

5.10 When specialist landlords were compared with mainstream landlords, no significant differences in the formats of information provided were observed.