Resident Scrutiny Panel findings: Tenant and Resident Associations

The Resident Scrutiny Panel recommends a clear strategy for resident involvement. This strategy should detail how tenant and resident associations, along with other initiatives, integrate into the overall framework and be made available to all our communities.

To support this, we developed our Resident Involvement Strategy Statement (published in October 2024).

The Resident Scrutiny Panel recommends our Resident Involvement Strategy include clear definitions of roles and responsibilities related to resident involvement for our Resident Involvement Team and all managers.

Alongside the Resident Involvement Strategy Statement, we'll include how residents can access the service. Specific operational responsibilities will be covered in our internal procedures and guidance as they're dependent on the region. Relevant information will be provided to residents when they contact us.

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The Panel also suggests a “one contact” solution for tenant and resident associations facing operational issues, with a streamlined process for recording contacts, action points and follow-ups as we introduce the ‘Front Door approach.’

We’ll clarify the appropriate contacts for specific issues and establish a single point of contact where possible, depending on the actions required for each Resident Association.

The Panel recommends providing tenant and resident associations with a clear structure diagram outlining roles and responsibilities, along with signposting for queries.

We’ll engage with associations to understand their specific needs by December 2024 and provide clear information on who to contact. Our website will outline the responsibilities of our teams, making it easy for residents to navigate. The Resident Involvement Team will ensure residents are directed to the right services and external agencies for support.

The Panel also advises developing a training and development plan for our staff to enhance resident involvement.

We’ll outline this plan, including a rollout schedule for 2025.

The Panel stresses the importance of reminding existing and prospective tenant and resident associations about the available support, including financial assistance for setup and ongoing operations.

By December 2024, guidance will be created to help resident groups effectively access these resources.

The Panel recommends reviewing systems and processes related to resident involvement to ensure they effectively support our delivery of the Resident Involvement Strategy.

We’ll revise our procedures and non-technology systems following the approval of the Resident Involvement Strategy Statement, with technology updates scheduled alongside other priorities.

The Resident Scrutiny Panel recommends that our strategy includes plans to extend the coverage of tenant and resident associations across our entire estate.

In response, we’ll collaborate with residents to expand this coverage, taking into consideration our resources and how residents want to be involved.

It’s important to recognise that not all residents wish to be involved through a formal association. We’ll adopt the most suitable methods for engagement, which may include establishing new resident associations when needed.

The Resident Scrutiny Panel recommends that we review our promotion activities and communication channels for tenant and resident associations and identify key support opportunities. This may include assistance in developing local TRA websites, adopting the latest community features on WhatsApp and creating promotional materials for noticeboards and letterbox distribution.

In response, we’ll review how we promote resident involvement and communication options with you, which will inform our approach.

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The Panel also suggests we research the barriers to involvement faced by younger people, mixed ethnic backgrounds and women.

Our current efforts focus on engaging a diverse range of residents, and we’ll conduct further research to identify these barriers and develop a targeted plan.

The Resident Scrutiny Panel recommends that we give tenant and resident associations a collective voice within our governance structure.

To support this, we’ll explore ways to achieve this with residents and connect tenant and resident associations with regional residents’ panels.

The Panel also suggests developing a simple, accessible induction training package for new tenant and resident association officers.

We’ll update our induction training for new associations by March 2025.