Tenant Involvement and Communications

Over the past 18 months, we’ve been listening to tenants, out in our communities at tenant roadshows. During this time your voices have shaped our priorities. We’re proud to introduce our Tenant Engagement Strategy, which sets out our commitment to stronger communication, better services, and greater tenant influence across THA.

Commitment to Tenant Voice

We want every tenant to feel heard, respected, and empowered to influence the way THA operates. We will:

• Ensure tenants have a respected voice in decision-making at THA
• Welcome and listen to resident input at Board meetings
• Enable resident-led scrutiny of landlord services and performance
• Provide meaningful opportunities for tenants to shape strategies, policies and services
• Support residents who wish to engage at a local level
• Make engagement accessible for all
• Assist residents interested in exercising their Right to Manage or Right to Transfer
• Invite ongoing feedback to continually improve our approach

How We’ll Deliver This:

• We’ve established a Tenant Influence Panel representative of our residents’ diversity.
• We are always looking for more people to get involved with this. Read more here.

Our Commitment to Communications

We believe that effective communication is key to building trust and accountability. We will:

• Communicate in an open, transparent, and timely manner
• Understand and respect tenants’ diverse needs and circumstances
• Tailor communication methods to suit tenant preferences
• Embrace and promote equality, diversity and inclusion
• Provide tenants with access to clear, high-quality information
• Use modern, accessible communication methods
• Set and deliver clear service standards
• Be transparent about our legal and regulatory responsibilities
• Ensure our policies are fair, accessible, and include clear decision-making and appeal processes

How We’ll Deliver This

• Collect up-to-date tenant data to tailor our services
• Introduce digital tools like website forms, payment links, and text messaging
• Keep our website current and informative
• Refresh our service standards, shaped by your feedback
• Distribute two newsletters per year (via email to general needs tenants; in print for sheltered housing)
• Maintain up-to-date noticeboards in schemes
• Hold at least one resident meeting per year per scheme or local authority area to discuss services
• Launch a tenant-inclusive estate inspection programme
• Produce an engaging, informative annual report for all tenants

We’re committed to building a partnership with you. Through better communication and deeper involvement, together we can make your communities a better place to live.