Resident engagement models 'should be binned'

This is the finding of research by London housing association Family Mosaic, which said the current approach should be ‘consigned to the dustbin of history’ in favour of an approach based on data analysis and practical, local issues.

The 24,000-home landlord is now reviewing its approach to tenant engagement through further research, and will begin developing a new model in September.

It said typically tenant engagement has involved tenant and resident associations, and landlord-initiated panels and forums.

‘Neither approach has involved significant numbers of residents [and] those who are involved tend to be unrepresentative of our resident population,’ the report said.

‘The truth is our residents have other priorities. Many are under pressure, whether because of poor health, low income, employment instability or having a young family… Perhaps we need to start thinking in terms of our involvement with them, rather than their involvement with us.’

In March, Amicus Horizon, another large landlord based in London and the south-east, published a government-backed report crediting resident engagement models with saving the sector millions through identifying efficiencies.  

But Family Mosaic’s report, seen exclusively ahead of publication by Inside Housing, said a new approach should be based on two strands – using ‘big data’ gathered from resident complaints and other engagements, and empowering tenants to become active within their communities.

On the first strand it is working with the Housing Association’s Charitable Trust (HACT) to develop its approach. It said the second was particularly important to prevent tenants becoming disenfranchised under the localism agenda.  

It also found tenants’ and residents’ associations had declined, with only 30 operating in Family Mosaic areas in 2014 compared with 67 in 2009. It also found tenants aged over 50 with English as a first language were disproportionately represented at all levels of engagement.

The report is now available here. The Tenant Participation Advisory Service (TPAS) and the Tenants’ and Residents’ Organisations of England have both been contacted for comment.