Consumer Regulation - meaningful and demonstrable tenant engagement structures

The Consumer Standards consultation currently being undertaken by the Regulator makes clear that the views of tenants must be at the heart of the decision-making processes at all levels within an organisation. Also, that boards must themselves ensure that views have been actively sought and considered as part of those decision making processes. Some key takeaways from the Regulator and those organisations who spoke at the previous event were that providers must be able to

• Demonstrate how the tenants voice is used across the organisation

• Show what mechanisms are in place to ensure this is happening
• Demonstrate that the use of insight in decision making is working, what the insight is telling you and what changes are being made as a result of it

At this next session we will be looking at the "golden thread" of tenant voice and engagement and how providers have weaved that into and permeated it throughout their organisations. What frameworks, structures, actions and interventions are people using to ensure that there is meaningful and effective engagement which is demonstrably impacting on how the organisation operates and makes its decisions? And how are organisations evidencing that?

The following speakers will be joining us for the session:

• Emma Palmer, Chief Executive – Eastlight Community Homes
• Denise Fowler, Chief Executive – Phoenix Community Housing
• Emma O’Shea, Chief Operating Officer – Aster Group
• Jenny Osbourne, Chief Executive – TPAS

This combination of speakers will offer a useful mix of one organisation that has been through the pilot consumer regulation inspections (Aster) and two organisations who have for many years been known for their approach to engagement (Eastlight and Phoenix).