Torus Tenant Voice Team joined by tenant volunteers, Landlord Operations Committee member, Ray Jones, and Scrutiny Panel member, James Heneghan attended the 11th Northern Housing Consortium (NHCs) National Tenant Panel virtual Conference this month, to deliver a session on ‘Holding Your Landlord to Account – Involvement at Torus’.

Opened by Yvonne Castle, CEO of Johnnie Johnson Housing, the theme of this year’s annual event was ‘Strengthening Resident Influence’ and considers the latest in good practice and thinking on customer involvement and decision making. Delegates enjoyed a packed schedule of great speakers and practical workshops, which showcased good practice, resident influence and changes made as a result of the Social Housing White Paper.

Torus Tenant Voice Service Lead, Janine Greenall, tells us about their session:

“Our session focused on how Torus developed customer involvement during the pandemic, as we completely reviewed our engagement approach during the first lockdown, which has had long-term benefits with us now having more active tenants involved as a result of our new approach.

“At Torus we believe that all customers have the right to have their voice heard and influence the way the services they receive are delivered. The pandemic has encouraged us all to become more digital and we fast-tracked Tenant Voice’s plans for more virtual tenant involvement.

“This didn’t mean we have moved away from traditional, in-person activity. That remains just as important and when restrictions started to ease, we were keen to resume our face-to-face meetings, tenant inspections and consultations.

“It’s just about giving tenants and residents the opportunity to give their views in a way that suits them, whether it be formal or informal, in a meeting room or from the comfort of their own home.

“By offering this choice, we have seen our volunteer numbers increase and become more diverse.”

Also speaking were involved customer volunteers, Ray Jones, Tenant and Committee Member of the Torus Landlord Operations Committee of the Board and James Heneghan, Tenant Scrutiny Panel Member, who joined Torus Regional Director, Jan Calland and Janine on the podium. The Tenant Voice session also covered:

• Developing a new Tenant Voice strategy and opportunities for customers to engage in governance, scrutiny and giving their opinion.
• Creating an involvement structure that encourages more tenants and customers to have their say, offering greater levels of influence to a diverse range of tenants ensuring the tenant is heard.
• Developing tenant-led scrutiny to strengthen our commitment to co-regulation and influence and drive performance.
• Enabling involvement by providing capacity building and training for tenants and staff.

Scrutiny Panel member, James, commented:

“The invitation to speak on behalf of Torus on the subject of scrutiny was a very pleasant surprise and one for which I would like to thank Torus and the NHC.

“Having the opportunity to have my and other tenants voice heard and listened to at the event was a great experience.

“I am grateful for the training and guidance given to all the Tenant Voice volunteers, it gives us the tools and knowledge to understand governance and best practice in social housing, so we are able to contribute to Torus as well as taking part in events like this, which truly showed best practice along with value for money for both tenants and housing.

“Thanks again to the Torus Tenant Voice Customer Involvement Team who provided training and have supported us on this journey.”

Ray, added:

“I am very pleased to be involved in this presentation. Any method that enhances better communication, transparency, and genuine interface between housing provider and resident can only be for the better.”