Tenant engagement

Our Tenant and Leaseholder Engagement Strategy puts the voices of our tenants and leaseholders at the centre of decision making.  We also aim to: 

• Give tenants and leaseholders more opportunities to get involved
•  Improve customer satisfaction by learning from feedback
• Really listen, rather than acting like we know best
• Make it easier for people to tell us what they think, especially younger people and people with support needs

The Strategy Action Plan includes:

• An annual report to show how we have provided services and what improvements have been made as a result of engagement
• Increasing digital engagement for example website, social media, customer portal, video calls, email, and text
• More use of focus groups made up of customers 
• Providing regular feedback with examples of where we have listened to customers and made changes
• More Tenant and Leaseholder groups, to raise issues and share ideas and experiences
• Annual satisfaction survey 
• Training for tenants and leaseholders who would like help to participate digitally
• Surveys following a service or transaction, for example, a repair
• Better web content 
• Consultation on new policies

In June 2024 we updated the Council’s Housing Committee on progress against the Engagement Strategy Action Plan: 

• The range of methods of engagement now in use and the marked increase in the number of digital interactions, for example over 2,000 tenants now receive an ‘enewsletter’ with news, updates and information on Housing and related services. 
• Three new Tenants Groups 
• Good take up of the dedicated Listening@runnymede.gov.uk email address
• Well established web and digital presence
• Steady increase in tenants re-engaging.
• Increase in the use of social media for larger consultations
• Preparations for Tpas Landlord Accreditation