A paper published by New Local Government Network (NLGN) outlines ways in which the 2008 Housing and Regeneration Act can help to better empower housing tenants.
The paper, written by Ian Keys, External Affairs Director for Pinnacle and one of those heavily involved in the lobbying over the Act, looks at the role of the new Tenant Services Authority (TSA) and offers recommendations on how it can bring together landlords, housing managers and tenants, ensuring that both receive fair treatment and value for money.
The report cautions the TSA to focus on local factors rather than central targets, arguing:
"It is essential that regulation does not pervert service focus. Such difficulties may arise if the TSA concentrates too closely on centrally imposed targets which do not resonate with local conditions.
Proper attention must naturally be paid to central targets but regulators, in particular, should consult and engage with staff, service users and other local stakeholders to ensure that there is proper understanding of their requirements and preferences, as well as of local circumstances".
The paper also sets out a number of suggested inclusions into the forthcoming TSA code of practice and key inputs and outputs, including:
Author of the paper, Ian Keys said:
"The TSA has the opportunity of not only delivering tenant-centred regulation but of also becoming a leader in a new breed of outcome-focused and customer-centric regulators - potentially a model for others to follow."
Tenant Empowerment: How the Code of Practice Can Deliver can be downloaded at www.nlgn.org.uk.
Bedfordshire Pilgrims Housing Association took the lead from reality television and directly involved its tenants in a novel way to improve its services.
The Mill Group, a film company based in West Yorkshire, provided a unique way of addressing the problems experienced by many tenants.
The Company provided an iconic 1950s-style VW camper van, the - original 'car of the people' - to tour local communities. The interior of the van was fitted out in a typical Big Brother 'diary-room' style.
Tenants entering the 'diary-room' were recorded on film - sharing perceived grievances on such issues as antisocial behaviour, litter, graffiti repair delays and differences with their landlord.
Where tenants named a member of staff, further footage could be captured to allow them a 'right of reply'. Follow-up filming some weeks later revealed the outcome.
The exercise aims to foster understanding from actual examples and lead to an improved service.
More than 100 Moat Housing Association residents gathered for the Moat Residents Make a Difference Conference - which was organised by residents for residents.
Residents put their questions to a panel of Moat staff and participated in various workshops. They also had the opportunity to build on existing relationships with Moat staff and create new ones with residents from other communities.
There were workshops on offer about resident involvement, antisocial behaviour, drugs awareness and working together with Moat to ensure effective communication. Attendees were also able to hear from fellow residents who have made a difference within their communities.
