About housing resident engagement

Housing resident engagement gives tenants and leaseholders a say in how housing services are run and improved.

We work with residents to improve housing services, homes and neighbourhoods. You can share your views, influence decisions and help improve services that affect your daily life.

You can get involved in different ways.

Why housing resident engagement matters

Resident engagement is a legal requirement for social housing landlords.

The Social Housing (Regulation) Act 2023 strengthened tenants' rights and introduced new duties for social housing landlords. This means we must:

  • be open and honest with residents
  • treat tenants with fairness, dignity and respect
  • involve residents in decisions about housing services
  • make it easy for residents to raise concerns and hold us to account

Since April 2024, the Regulator of Social Housing's Transparency, Influence and Accountability Standard has set additional requirements for social housing landlords.

We must:

  • make it easy for residents to access our services
  • provide clear, timely and accessible information about housing services and performance
  • show how resident feedback has improved services
  • offer different ways for residents to share their views and influence decisions
  • make sure all residents can get involved, including residents with disabilities, language needs or limited access to digital services
  • help residents understand their rights and how to engage with us
  • make it simple and fair to raise complaints and concerns
  • explain how decisions are made and how residents' views are considered
  • measure and publish performance information, including Tenant Satisfaction Measures

Monitoring and reporting

We regularly review how the Housing Resident Engagement Strategy is working and whether it requires updating.

This includes:

  • monitoring progress through the Resident and Landlord Partnership Panel
  • producing an annual report with housing volunteers
  • reporting progress to the Housing and Communities Scrutiny Committee
  • reporting progress in the Housing Improvement Programme through the Resident Engagement and Consultation workstream

These reports help track progress and identify where further improvements are needed.

Housing Resident Engagement Strategy

The strategy is our commitment on how we will engage with residents from 2025 to 2028. Residents helped create this strategy and will continue to shape it

The Housing Resident Engagement Team is responsible for delivering the strategy.

Residents monitor progress through the Resident and Landlord Partnership (RLP). The RLP gives residents the opportunity to review, challenge and influence how the strategy is working.

Each year, the RLP reports on progress to the Housing and Communities Scrutiny Committee. This provides transparency and oversight.

We will keep residents informed through regular updates on the council website and in the Woking@Home newsletter.

We will review the strategy with residents in 2027. We may also make changes during the 3-year period in response to resident feedback, regulatory requirements or changes to services.

Read the Housing Resident Engagement Strategy.

Support to get involved

You can take part in a way that suits you. 

The Resident Engagement Team are at hand to support you in engaging and ensuring you are informed, heard and empowered. We provide reasonable adjustments for volunteering and support residents with a range of abilities and needs to engage. Once engaged with us, we provide housing volunteer training and support days.

For example, you can:

  • share feedback
  • complete surveys
  • attend events
  • join resident panels
  • volunteer to help improve housing services

We also offer opportunities to build your knowledge and confidence.

You can access training and guidance through Four Million Homes to learn more about your rights and how to influence housing services.

We are also a member of the Tenant Participation Advisory Service (TPAS).

Contact the Housing Resident Engagement Team

To find out more, contact the Resident Engagement team.

Email: residentengagement@woking.gov.uk
Telephone: 0300 373 0373
Monday to Friday, 9am to 5pm (except public holidays)