Tenant engagement action plan

Action plan

So what are going to do to make a difference?

Annual report

  • Each year we will send tenants and leaseholders an annual report to show how we have provided services and what improvements have been made as a result of engagement

Digital engagement

  • Some people may not have the time or confidence to participate in the more traditional methods of engagement such as meeting). We will increase digital engagement, so we can reach out to a wider range of tenants and leaseholders, for example websites, social media, video calls, email, and text

Engagement profiles

  • We will aim to create an Engagement Profile for tenants and leaseholders so individuals can choose the method and frequency of engagement with the Council

Focus groups

  • Before we make improvements to services, tenants and leaseholders will be invited to take part in focus groups made up of customers who have used a service such as Repairs. These groups could be online, in person or on social media

Housing online

  • We will soon be launching a portal called Housing Online for tenants to check their rent account, report repairs, and antisocial behaviour, and keep documents., and provide document

More ‘you said, we did’

  • We will provide regular feedback to residents to demonstrate the value of their input, providing examples of where we have learnt from engagement and made changes

Social media

  • Tenants and leaseholders are encouraged to have their say, ask questions and request services via Facebook and Twitter. We will respond to enquiries, post service improvements and new initiatives.

Support and promote tenant and leaseholder-led groups

  • We currently have one tenant led group, but we want more! These community groups work with the Council and help with issues raised by tenants and leaseholders and become a space for them to come to share ideas, experiences, and use as a platform to have your voice heard

Survey of tenant and resident (STAR)

  • The STAR satisfaction survey helps identify where our strengths and weaknesses in the services provided and allows us to understand tenants’ and leaseholders’ experience

Traditional methods

  • We will also use traditional methods of engagement such as newsletters and meetings


  • We will provide training for tenants and leaseholders who would like help to participate digitally

Transaction surveys

  • Surveys will be sent to tenants and leaseholders once they have received a housing service, for example, a repair. We are investing in a system that will allow tenants and leaseholders to take surveys digitally, by either email or text


  • We have recently changed our website consultation format to ensure the policies, strategies, and procedures we consult on are written in plain speak and easy for tenants and leaseholders to feedback on

Workshops and roadshows

  • We will continue to have consultations ‘out-and-about’, where service leaders will present our policies, and suggested improvements. This will be followed by small group discussions so participants can ask questions and explore issues in detail