L&Q publishes research on new approaches to resident involvement
Housing associations should look to the voluntary sector and exercises in participatory democracy to build better relationships with residents and improve services and culture, according to new research from L&Q.
In advance of the Social Housing Regulation bill receiving royal assent, we have published a new report: A partnership of equals: resident involvement for better relationships, culture and services.
The report sets out our ambition to embed resident involvement at every level of the organisation and put residents in control of the decisions that affect their lives and neighbourhoods. Our new approach seeks to make resident involvement more accessible and meaningful by positioning residents as equal and collaborative partners.
The report also makes the case for a resident involvement model that is driven by value, purpose and impact. It features a framework that defines the outcomes the organisation expects to see from resident involvement and how to measure success and impact.
The report shares nine takeaways:
- Social landlords cannot rely on adherence to new regulatory requirements to rebalance their relationships with residents
- Principles for what a resident-centred landlord of the future could look like
- An outcomes framework for involvement activity we hope can provide a blueprint for the sector
- Adopting a strengths-based approach to resident involvement
- Reframing L&Q’s resident involvement offer using the principles of volunteering
- The potential for resident involvement to drive a wide range of benefits – and how it is vital to look to the long-term
- The process is challenging, and landlords must not be afraid to fail
- Adopting participatory democracy approaches as far as possible
- Social landlords have a responsibility to reconsider their role in the communities they serve
As part of this new approach, residents have been involved in shaping plans for L&Q’s Major Works Investment Programme – a landmark initiative worth almost £3bn – helping the housing association select supply chain contractors and monitor progress on works.
Fayann Simpson, Senior Independent Director at L&Q and Chair of the Resident Services Board said:
“Ensuring tenants are listened to is at the heart of the Social Housing Regulation bill, and this is where resident involvement can have a real, tangible impact.
We hope this new model will be a powerful catalyst for change and one that helps to rebuild relationships and trust.”
Steve Moseley, Executive Group Director of Governance and Transformation said:
“Whilst we know that staff in social housing work hard to get things right for residents, there have been too many heart-breaking stories where people have been let down.
We’re clear that the solution will only be found by listening to residents and ensuring they have a voice and influence at every level of our decision-making.
This is the beginning of a long journey for L&Q. Our aim is for resident involvement to be the golden thread that runs through our organisation and the lens through which everything is seen, developed and delivered.”
Senior colleagues and members of L&Q’s Residents Services Board were interviewed as part of the preparation of the report. L&Q’s Theory of Change outcomes framework was developed collaboratively with residents, and NEF Consulting, a leading social value consultancy, provided guidance on the approach.
A series of focus groups and workshops were held with locally and strategically involved residents and senior leaders, with participants invited to discuss the context, purpose and desired outcomes of resident involvement.
The findings of this research will be used to inform L&Q’s continuing work engaging residents in decision-making and help establish a common impact measurement framework that can be used across the sector.