Developing Tenant Engagement processes plays a vital role in the work of Marillac. Only when we hear directly from our tenants who are our customers, can we do better, perform better, plan better.

We are also obligated under the new legislative standards for AHB’s and AHBRA, the regulatory authority which has oversight of Marillac’s operations, will monitor our developments and achievements in this area.

Tenant Engagement can take many forms but all forms of engagement have the same basic principle – it is about Marillac listening to what their tenants have to say and creating the space and opportunity for tenants to speak and give feedback to their landlord. The outcome of that ultimately is to provide a better and higher standard of service.

AHBRA have developed the “Tenancy Management Standard” and you can download it here.

AHBRA describe Tenant Engagement as “empowering tenants to be involved in the activities of the AHB. This involves providing a range of opportunities for tenants to have a ‘voice’ in how their housing services are designed, managed and delivered. Understanding the needs of tenants and ensuring that their needs influence decision-making within the AHB, is critical to delivering good quality services. All AHBs should encourage and facilitate tenants to be more involved with the AHB, by providing tenants with a range of opportunities and supports (where appropriate) that will make it easier for tenants to have their voice heard on issues relating to the management of their homes.”

Some examples of Tenant Engagement processes:

Structured and regular meetings with tenants or tenant representatives
Establishing working groups or tenant committees including tenant representatives on the Board
Seeking input from tenants through surveys or questionnaires
Face to face discussions
Holding formal or informal events