Article written by Horton Housing’s Housing Director Liz O’Connor.
Horton embraces new approaches to tenant involvement
On Tuesday, 25th February, I attended the National Housing Federation’s Conference in London on Customer Experience and Resident Engagement. Throughout the day, I participated in several sessions focused on promoting involvement and the customer journey in housing. However, none were as insightful as the one titled “Meaningful Resident Engagement: From Old and New Practices,” where one of our young people, who has been with Horton for four years, took to the stage alongside Claire from Tentacles Consultancy. Claire has been working on revitalising involvement and engagement at Horton over the past few months.
Interactive workshops and Scrutiny Groups
In this session, Claire discussed Horton’s innovative approach to tenant involvement, aiming to reach the “seldom heard” voices within the community. How the recent workshops held to increase involvement and engagement are designed to be interactive and flexible, with no set agenda, allowing participants to engage in a way that suits them best.
Horton has now introduced scrutiny groups, which are short, informal sessions held at various locations across the district. These sessions are easy to join and leave, making them accessible to a wider range of participants. Tenants and other supported individuals now have a real say in how things are run, ensuring their voices are heard and valued.
Personal experiences and new opportunities
Our young person shared their experience of struggling with dyslexia and ADHD, explaining how traditional engagement methods were challenging. They highlighted the positive changes brought by Horton’s new approach, which allows them to participate in a way that accommodates their needs. They said that during the sessions Claire ensures that important points are written down, so no one misses out, making the sessions more inclusive and effective. A powerful statement was made by them:
“Words make things happen, and now we have the power to change how we give opinions, but if things don’t change, we won’t attend.” This sentiment resonated with many tenants, who appreciated that we gave the opportunity for our tenants to be genuinely involved in decision-making processes.
Another tenant in the audience, added, “It’s inspiring to see young people being involved. They are the future, and their voices matter.”
One phrase that really captured the day was when our young person said: “Give us the power to change how we live.”
Inclusive and fun engagement
Claire emphasised the importance of moving away from traditional, rigid methods of engagement. “It’s not just about young people; it’s about being more inclusive and not having stereotypical involvement groups,” she said. “We need to make it fun, welcoming, and inviting for everyone.”
Training and plain language
The importance of staff training in neurodiversity was also discussed. When our young person was asked if it was important they stressed that such training is crucial to support individuals with diverse needs effectively. “Staff need to understand and support people like me,” they said.
Claire highlighted the need to use plain language, avoiding terms like “our homes” and recognising that tenants are the true experts of their living spaces. “We have to work in partnership with tenants—they are the experts,” she noted.
A new era of tenant involvement
Horton’s new approach to tenant involvement and engagement marks a significant shift from old practices. By prioritising inclusivity, flexibility, and genuine involvement, Horton is setting a new standard for tenant engagement, ensuring that all voices are heard and valued.
To ensure that tenants and other people who receive support from us can use their voice to be involved, look out for the dates of our next involvement sessions and ensure that they are able to attend – they could be the next young person on stage.
