Social housing tenants - support to engage: research report

5. Conclusion

5.1 When the ranking of the same six methods of support by tenants and staff is compared, the support of specialist staff comes out as the top means of support identified- reflecting the view of both tenant and officer participants that relationships are the key factor in encouraging initial and continued participation.

5.2 32% of landlords surveyed had succession plans in place for scrutiny panels and for governing bodies. However, 40% of landlords surveyed had no plans in place. Succession planning is an important element of support to groups as it gives assurance that a group can continue when tenants move on, or in the event a chair or office bearer stands down. One example of succession planning is that tenants actively involved in participation groups could be given training on how to be a successful chair, meaning that the relevant skills are there when needed.

5.3 The level of support given by landlords varies considerably and landlords should develop their approaches to support in partnership with their tenants and groups. Details on this should be included within landlords’ Tenant Participation Strategies, so that all tenants are aware of the support they can expect.

5.4 One of the key messages from both tenants and staff was that positive relationships and trust are key to good participation. Tenants also told us that they must feel and see that their contribution is meaningful, valued and can result in change.

5.5 Tenant Participation strategies were deemed to be of value, and they should be visible and available to all tenants, either by links on website or copies available from landlords offices or RTO’s. The actions within the strategies should be reported on as well as the outcomes and the difference they made.

5.6 The case studies show the positive impact of participating and the difference that it can make to other aspects of people’s lives, as well as the positive impact on service-delivery, performance and satisfaction levels for landlords.