Over the past few years, we have seen a clear shift in how our tenants want to be involved. While much has stayed the same, these changes have encouraged us to reflect, rethink, and strengthen our approach to involvement.
We have always known that the best services are shaped by the people who use them, and it goes further than that. Meaningful engagement is not only about someone’s home; it’s about their overall wellbeing too. As the ways our tenants connect and engage with us continue to change, we are evolving too by continuing to develop a more flexible and responsive approach that better reflects individual needs and preferences.
Our approach to involving tenants
We are also bringing together and formalising the great work already happening across our organisation. This allows us to clearly show the consistent, dedicated tenant experience that every colleague contributes to each day. At the same time, we know there is always more to learn. By working closely with our tenants, and the people who matter most to them, we will continue to grow and improve in ways that are meaningful and relevant.
That is why we are developing Our Tenant Experience Strategy. It is designed to give tenants real choice and a genuine voice in decisions about their homes, shared spaces, housing services, and the activities that support them to sustain their tenancy and enhance their wellbeing. It recognises that everyone wants to be involved in different ways.
Peter Aviston, Managing Director from Encircle Housing explains:
“From the very first conversation about finding a home, we focus on more than just housing. We get to understand each person, their goals, aspirations, and the people who matter most and involve family, carers, and other important individuals from the start.
Tenants stay involved throughout their tenancy with us, sharing feedback on housing, repairs, and services. Their insights help us improve and shape the way we work.
Our Tenant Experience Strategy will bring together all our teams’ work with tenants and offers a flexible, personalised approach to engagement. Tenants are helping us design it, making sure it reflects what really matters.
This is an ongoing journey. Our goal is to provide more than housing, it is to create homes where people feel supported, heard, and able to thrive.”
We are looking forward to sharing Our Tenant Experience Strategy in May.
