This session offers a space for reflection and guidance for Boards and senior governance teams to navigate tenant participation with confidence and credibility. A new chapter in social housing regulation is now being written. The Regulator of Social Housing has implemented a more robust and proactive consumer control system, challenging social housing providers to demonstrate a deeper commitment to transparency, responsiveness and tenant engagement.
These principles are not new. What is new is the focus on proof, not just that tenants are heard, but also to demonstrate how it has shaped decisions and hold providers accountable. In England, the consumer standards have reiterated the importance of tenant voice, relationships, accountability, quality, and complaints. This is no different in Wales and Scotland; it continues to be central to effective and responsive service delivery.
Landlords are now expected to:
- Transparency: in performance and decision-making, ensuring both tenants and the Regulator can hold services to account.
- Responsiveness: to act decisively and effectively when things go wrong.
- Honest engagement: building consistent, meaningful relationships with tenants through mechanisms that are thoughtful, inclusive, and accessible.
What you will learn
- How boards can foster meaningful tenant engagement and scrutiny, not as a tick-box exercise but as an important approach to organisational commitment.
- How to develop an engagement strategy that builds trust and demonstrates not just intent but outcomes.
- Explore what skills and competencies are needed across your organisation to support a culture of active listening, continuous learning, and open dialogue.
- Learn how to interpret and act on the information you receive, turning data into insight and insight into action.
Further info
Thursday 12 June 2025 | 1:00 pm to 2:00 pm
This session is suitable for all Board members operating in England, Scotland and Wales
Presented by Deborah Walthorne
Deborah is a consultant with 35 years of experience in social housing and the public sector. A governance and change specialist, she has spent 5 years working on mergers with some of the UKs biggest Housing Groups.
She has been a Board member and Audit and Risk committee member of two housing associations.
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