Housing Resident Engagement Strategy 2025 to 2028 Engagement opportunities

Published: 3 March 2025

Contents

The resident workshops identified a number of ways that Woking Borough Council Housing Service is currently engaging with residents, however, it also identified a number of engagement opportunities that they would like developed over the course of this strategy.

These opportunities have been categorised into three main types of engagement:

  1. be informed
  2. be heard
  3. be empowered

Be Informed

Residents are able to engage with the housing service by informing of their experience and being kept updated on service changes.

Current opportunities:

  1. annual tenant satisfaction survey
  2. Woking@home tenant newsletter and e-newsletter
  3. transactional surveys

Proposed opportunities to develop

  1. Benchmarking of Tenant Satisfaction Survey and annual report to residents
  2. Increase numbers signed up for digital communications/E-Newsletter
  3. Suite of transactional surveys improved across the housing service
  4. Resident Engagement webpages developed
  5. Housing Service Standards
  6. Landlord Performance dashboards

Be Heard

Residents are heard and listened to by the service, this is usually in aResidents can have opportunities to explain their feedback, raise concontext based on their responses under the ‘be informed’ category.

Current opportunities: 

  1. Focus Groups
  2. Community Events
  3. Neighbourhood Walkabouts

Proposed opportunities to develop:

  1. Focus groups improved
  2. Community Events and drop-ins increased
  3. Neighbourhood Walkabout procedure to be improved
  4. Online Housing Reading Panel set up
  5. Housing Service Consultation process

Be Empowered

Residents have a formal opportunity to review the feedback from ‘be informed’ and ‘be heard’ categories. Residents will be able to scrutinise performance and influence decision-making.

Current opportunities:

  1. Resident and Landlord Partnership Panel
  2. Ad-hoc Key Focus Meetings

Proposed opportunities to develop:

  1. Housing Resident Engagement Opportunities Structure Chart
  2. Housing Communications Group
  3. Housing Neighbourhoods Group
  4. Task and Finish Project Groups