Engagement: Listening To The Tenants

by Cindy Chen | 7th Aug 2019

ProMo-Cymru recently supported two projects with leading Welsh housing associations and their tenants.

Over the past 6 months, we worked with Cadwyn and Merthyr Valleys Homes (MVH) to review their engagement and how they involve tenants.

The voice of the people

ProMo-Cymru believes that the best way to communicate with people is through putting their voice at the centre of services.

The main purpose of the project with MVH was to create dialogues with tenants to identify and prioritise what activities or services provided the greatest social value to them, and what useful digital tools could be used by MVH to enhance dialogue opportunities.

Our work with Cadwyn looked at improving the overall tenant experience. We used digital transformation and scrutiny to make services more responsive to tenants needs.

Still from tenant video for engagement article

Our approach

Listening to tenants and working with them to co-design solutions formed the heart of our approach.

We spoke with MVH tenants face-to-face and by phone and mapped the current strategies and processes used by MVH to provide social value for tenants and the surrounding communities. This mapping exercise looked at the methods MVH used to communicate with its tenants, how tenants communicate with MVH, and how information was shared internally.

ProMo-Cymru’s approach to the Cadwyn review was to speak and listen to as many tenants and staff as possible to gain a range of perspectives of tenant participation. We uncovered the human stories behind the recent Tenant Satisfaction Survey findings through in-depth interviews.

Working with tenants

Through our consultation work, we put together recommendations to simplify complex information and processes that sometimes get in the way of the user.

An example of this is how we worked with a group of Cadwyn tenants to co-produce a short animation explaining how they could get involved in tenant participation and engagement.

With our help and support, the tenants drafted a script which they felt would be easily understood by everyone, written in a way which appealed to them. One of the tenants joined us in the recording studio to record the voiceover for the animation, which he felt was “a great experience”.

What we can do for housing associations

We look forward to continuing this work with more housing associations to better involve their tenants in service design, delivery, and continuous improvement.

Our expertise lies in digital engagement. We believe in co-designing clear information and communication pathways with our clients and the people they work with. We focus on inclusion, accessibility and voice.

We can work with you to:

– Transform organisational culture, systems, processes to improve the customer experience  

– Engage with tenants, understand what matters to them and allow their views to shape services

– Communicate effectively digitally, providing tenants with quality information in addition to regularly gathering ongoing feedback as part of continuous improvement

If you would like to find out more, please contact nathan@promo.cymru.