Social housing tenants - support to engage: research report

4. Evidence

Discussion Groups – Housing staff

4.1 Landlords were asked to describe the range of support they offer to tenants in order to encourage and facilitate tenant participation, and the responses are set out in table 1 below.

(Table 1) Landlords Support to Engage and Participate

• Face to Face Meetings
• Scrutiny Panel
• Grants
• Training
• Estate Walkabouts
• Tenants part of Governing Body
• Mystery Shopping
• Expenses
• Digital
• Consortium of groups e.g. NETRALT
• Surveys
• Roadshows
• Facebook Group
• Selection of methods
• Accessible Communication
• Dedicated TP Team
• Working Groups
• Participatory Budgets
• TP Budgets
• Annual Tenancy Visits
• TP Strategy
• Digital Lending Library
• Incentives
• Induction for RTO Members

The consortium of groups in the North East, NETRALT (North East Tenants, Residents and Landlords Together) was highlighted as an effective way of combining resources across landlords and tenants’ groups to provide more support for tenants, including joint training sessions and sharing of good practice. NETRALT’s website can be found here: https://ntp.netralt.org.uk/about-us/

One landlord, who has properties across a large geographic area, highlighted that they have used roadshows as a way of getting information and consultation to a larger number of tenants, and supporting them to participate.

4.2 Based on the responses at Table 1 above, the TPO discussion group were asked to rank by importance a range of methods of support provided to tenants, with the results set out at Table 2:

(Table 2) Ranking of Support

Specialist Tenant Participation Staff: 1^st

Tenant Participation Strategy: 2^nd

Training: 3^rd

Tenant Participation budget: 4^th

Incentives: 5^th

Mentor: 6^th

External Support: 7^th

4.3 These rankings will be compared with the order in which tenants ranked methods of support at section 5 of this report.

4.4 The top three areas of support identified by officers are having specialist staff, a Tenant Participation strategy and training. Mentoring and external support was ranked bottom; however participants note these remain relevant.

4.5 Landlord groups highlighted that support provided to facilitate tenant participation and engagement can also support tenants in other aspects of their lives, for example building knowledge and skills through training, attending, or speaking at conferences and building confidence by taking part in group discussions.

4.6 Some specific examples of positive impact on individuals when they have taken part in participation events or groups were highlighted:

One tenant representative began their TP journey by getting involved and setting up a local residents group. As they built their skills and knowledge, they got involved with some of the Council’s strategic groups, including the Value for Money group looking at the rent setting process and scrutinising the TP budget. As their confidence has grown, they have been involved in driving forward changes for our Tenant forum. Highland Council

A young person involved in the youth parliament group was involved in a consultation with landlords working with young people. This person is now part of the scrutiny panel and will feature in an article for International Women’s Day. The Association supported them to complete the TPAS Scotland unique TP certificate. All of this has developed their interpersonal skills as well as increased their knowledge of housing and participation. Langstane HA

Discussion Groups - Tenants

4.7 Tenant groups were asked to describe the ways through which their landlord supports them to participate and engage, with the results collated at Table 3:

(Table 3) Landlords Support to Participate

• Training
• Vouchers/monetary incentives to take part
• Monthly meetings
• Teams meetings
• Scrutiny Group Officers
• Estate walkabouts
• Budget for RTO
• Expenses
• Paperwork with information
• TP Officer
• Stepping up to Scrutiny Training
• TPAS Participation Certificate
• Attendance at conferences
• Member of scrutiny group
• Support for new members
• Processes

4.8 None of the tenants involved in the discussion groups had access to all of the means of support outlined at Table 3.

4.9 All agreed that payment of expenses incurred to take part in participation was essential and if not in place could be a barrier to participation. Hospitality, such as a Christmas lunch, was viewed primarily as a token of appreciation for tenants’ contribution.

Discussion Groups - Scrutiny

4.10 During the scrutiny group discussions, participants ranked what they would consider as ‘essential’ support as follows:

(Table 4) Ranking of Support

Training: 1^st

Specialist Tenant Participation Staff: 2^nd

Tenant Participation Strategy: 3^rd

External Support: 4^th

Mentoring: 5^th

4.11 Provision of training was identified as the key method of support, and was regarded as critical to tenants being able to effectively participate, along with having a positive relationship with specialist staff.

4.12 Training also included attendance at conferences which the group felt was invaluable for networking, sharing views and increasing their knowledge. Among discussion group participants, newer scrutiny panel members commented on the skills and experience of others at the session with more experienced members offering encouragement to newer members. Tenants encouraging each other to participate- and to continue to participate- is powerful.

4.13 Having a Tenant Participation Strategy is essential, but participants highlighted how important it is that this is a living document; regularly reviewed, monitored and reported on to ensure it works.

4.14 External support was considered to be helpful and of value as it gave an independent source of information for participants, but was not identified as one of the top priorities.

4.15 Scrutiny group and Regional Network members were asked how they progressed in their participation journey with their landlord. A direct approach after showing an interest in being involved, was the most common way of progressing and continuing their journey of participation.

What I found helpful is the encouragement to come along with updates and communication. I feel treated as an equal and that there has not been so far a staff hierarchy and so no barriers yet - new scrutiny panel member Langstane HA

Smart Survey

4.16 The survey was issued to a random sample of TPAS members and was completed by 25 landlords: 9 local authorities and 16 housing associations.

4.17 Landlords who responded had a range of property types, enabling a degree of comparison between support to engage from general needs organisations and specialist in the conclusions part of the report.

4.18 The breakdown of property types can be seen in table 5.

4.19 The range of groups undertaking scrutiny activities included tenants’ panels and a register of tenant volunteers for specific areas of scrutiny.

4.20 The survey responses echoed the feedback from discussion groups, highlighting similarities in the support landlords provided, including:

• Training;
• Access to a range of staff (not just TPOs);
• Reimbursement of expenses;
• Hospitality;
• Digital support to attend meetings;
• External independent support;
• Admin support to book venues, catering etc.

… relevant training such as committee skills, chairing skills, value for money, cyber security, Scrutiny group members can attend the TPAS annual conference and other events throughout the year such as scrutiny network events facilitated by TPAS. They can reclaim travel expenses and catering is provided for meetings that take place during mealtimes. The scrutiny panel holds its meetings at Link meeting rooms which are booked by staff. Taxis are also provided for any tenants who require them. Link Group

4.21 Landlords were asked about the support they give to tenants to participate, and the range can be seen in table 6 below. The most common method of support is payment of expenses, followed by attendance at conferences. The least common form of support was formal mentoring. Landlords could select as many options as applicable.

4.22 In addition to the 16 examples highlighted by the discussion group at table 3, the survey highlighted other means of support from landlords, including refreshments, access to meetings and events and making available care provision if required.

Information in other formats/languages, barrier-free or disability accessible venues, 'roadshow'-type events. Falkirk Council

4.23 Most survey respondents stated that they were considering new methods of support, which may include an introduction or expansion of some methods outlined in table 6 above.

4.24 The need for more digital support was a common theme highlighted in both the focus groups and survey; however, in some cases this could be slightly at odds with tenants’ preferences as many tenants are keen to see more face-to-face meetings, despite acknowledging that digital tools can enhance access for many tenants- provided they have devices, connectivity and where necessary, support to connect and participate.

Link Housing provides GDPR and ad hoc training to use the equipment they provide. They also provide laptops, a Link email address and Microsoft 365 accounts for scrutiny group members.

We have supplied several Tenants with electronic devices to enable them to engage with us online. We gained a few extra volunteers by doing this. Albyn HA

We are looking at widening participation through soft scrutiny opportunities, including looking at opportunities with youth work and young people through youth participation... Angus Housing Association

We are reviewing our tenant reward system, looking at a comprehensive package of rewards that could be flexible and individually tailored to the tenant’s need. Elderpark Housing Association

Staff spent time with tenants to engage using a tablet, staff assisted with set up, demonstration and support throughout the pilot. Cairn Housing Group

4.25 Landlords were asked if they offer specific support for ‘hard to reach’ groups, with 64% of respondents stating they do.

The groups highlighted as ‘hard to reach’ in this sense include young people, older tenants, disabled tenants, Gypsy/Traveller tenants and tenants for whom English is not their first language.

Tenant Participation Officers have supported tenants on Gypsy Traveller sites to form a group in a format that suits their needs (rather than traditional Tenants and Residents Association structure) Fife Council

4.26 Landlords were asked if they had succession plans in place for the various groups that they support. Most landlords who responded stated they do not have succession plans in place but where landlords do have these, they are in general for the Governing body and on occasion, for the scrutiny panel. This is an area for consideration and recommendation later in this report.

4.27 It was acknowledged by one landlord that they are finding it difficult to get interest from tenants in their participation activity, therefore they are not in a position to consider a succession plan.

Desktop

4.28 A random sample of 40 landlords’ websites were reviewed by TPAS, for information on tenant participation and opportunities to engage.

4.29 Of the 40 websites reviewed, 37 (92%) included a link to their TP strategy.

4.30 It was not always easy, from information published on the websites, to find out what type of opportunities were available for tenants to participate; the easiest way to do this was to use the search function. It would be beneficial to have specific parts of landlords’ websites dedicated to tenant participation, including groups available, how to join, a list of RTOs and more general information on the support that is available for tenants to help them participate.