ProMo-Cymru has been supporting the Welsh housing association Cadwyn with tenant engagement. We have been working with them to review their engagement with tenants and support them in rolling out some of our recommendations. 

Our work with Cadwyn is looking at improving the overall tenant experience through using the Listen, Act, Communicate approach, and using digital engagement to make services more responsive to tenants’ needs.

The voice of the people

Speaking and listening to as many tenants and staff as possible helped us to gain a range of perspectives of tenant participation. Asked about the sort of dialogue they wanted with landlords, tenants said they wanted to be properly informed and to have the chance to give their views have genuinely open discussions.

We therefore recommended that Cadwyn adopt the Listen, Act, Communicate approach for effective tenant engagement:

Listen – actively hearing what a diverse range of tenants say and learning from this.

Act – after you’ve done the listening, take action as a result of what you’ve learned.

Communicate – provide feedback to tenants on what you’ve learned and what action you’ve taken as a result

Working with tenants

Tenants also told us that they would like information to be easy to understand. We then work with them to put together recommendations to simplify complex information and processes.

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 working with more housing associations to better involve their tenants in service 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

ProMo-Cymru delivers a wide variety of work, visit our What We Do section to see a list of the services we provide and take a look at our Projects page to read up about some of our previous work.