EXPERT SUPPORT

Local authority

Tpas works in partnership with local authorities to strengthen tenant voice, improve services, and deliver meaningful resident engagement and influence. We provide practical support to help councils meet regulatory expectations, build trust with residents, and embed a culture of genuine co-production.

Key ways we do this are by supporting the development of engagement frameworks and strategies, and by engaging with residents – both involved and uninvolved – and teams from across housing services, through a strengths-based approach that co-creates what effective engagement and influence looks like.

This work is designed to help local authorities move from action into evidencing meaningful outcomes and impact, and to develop engagement frameworks that work for their diverse resident bases.

Projects can deliver

• Clear engagement, influence, accountability and transparency frameworks, with practical action plans aligned to Tenant Satisfaction Measures (TSMs), complaints, scrutiny and tenant insight
• Clear roles and responsibilities for housing teams, engagement, communications and service managers
• Improved “You said, we did, this changed” mechanisms
• A clearer approach to communicating performance, good-news stories and service improvements
• Staff understanding that communication and tenant influence are everyone’s responsibility
• Improved foundations for regulatory assurance and tenant trust

Embedding an engagement culture

Activities include:

• Workshops with housing leadership and housing service managers
• A workshop with engagement and communication staff
• A workshop with the tenant scrutiny panel and involved tenants
• Development of core principles for tenant communication, engagement and influence
• Agreement of relevant standards to ensure transparent commitments that are accessible for the diverse range of residents

Review

Tpas can review after six months to check whether the new approach is being embedded and whether there are visible improvements. Activities include:

• A review session after six months
• Testing with the tenant scrutiny panel
• Review of published communications
• Review of feedback loops