Resident involvement
Resident involvement gives residents the opportunity to help shape and improve our housing services. It also enables the Council to share ideas with residents, giving residents the opportunity to influence the decisions we make and have their say.
One way residents can get involved is through the Dartford Tenant and Leaseholder Forum. This is a group made up of tenants and leaseholders living in the borough who share a common goal of ensuring the services delivered by the Council are accessible to all. The Forum works together to ensure the views and housing needs of residents are recognised and addressed by the Council, and that those needs and views are placed at the centre of housing services delivery. They also work in partnership with other forums and groups within the borough to address the specific housing needs of certain groups, e.g. supported housing tenants and leaseholders.
Members of the Forum also take on the role of a resident representative. The resident representatives:
- Hold portfolio roles where they attend meetings with officers (and contractors where appropriate) and contribute to the work of the service, for example, repairs and maintenance contract, heating contract, grounds maintenance contract, estate cleaning contract, anti-social behaviour and allocations
- Are part of the procurement process in awarding contracts
- Assist in assessing the performance and standards of the estate cleaning and grounds maintenance service providers
- Act as a communication conduit for issues raised by individual tenants and leaseholders
- Attend local community events
- Encourage other tenants and leaseholders to participate in what is happening in the local community.
Housing Services also involve residents in many other ways, such as through customer satisfaction surveys and by consulting with tenants on all our new or majorly revised policies and strategies. We also keep tenants and leaseholders informed through our newsletter ‘The Link’.
We also hold quarterly meetings with Councillors, tenants, and leaseholders through our Housing Advisory Board. The Housing Advisory Board was set up in 2022 to enable recommendations from tenants, leaseholders, Councillors and Council Officers to be taken forward on housing policies and other relevant housing matters. The Board is chaired by the Portfolio Holder for Housing and vice chaired by the Chair of the Dartford Tenants and Leaseholders Forum.
Resident Engagement team
The team is made up of two full time officers whose roles include engaging with and supporting tenants. The team assists the Council to better connect with our community. Going forward, the team will focus on building relationships and trust and creating an open dialogue that encourages residents to share their thoughts, ideas, and concerns. The team will also manage customer complaints and work with residents to increase tenant satisfaction levels.
Initiatives for direct engagement
To strengthen our outreach and ensure that resident voices are actively involved in decision-making processes, we will implement several key initiatives:
- Surgeries: We will host regular resident surgeries, providing an informal platform for residents to meet with the team, discuss concerns, and offer feedback. These surgeries will rotate through various estates to ensure accessibility for all community members.
- Updates: We will enhance our communication with residents by providing regular updates through various channels.
- Estate inspections and presence: There will be an increase in estate inspections and walk-arounds, allowing residents to join council representatives in assessing the condition of estates. This hands-on approach will empower residents to address issues directly and contribute to a collaborative effort in maintaining and improving their environment.
Review of engagement and communication methods
To enhance resident engagement, we will conduct a comprehensive review of our current engagement and communication methods. This evaluation will focus on identifying areas for improvement, ensuring that our strategies are effective, inclusive, and tailored to meet the diverse needs of our community. Feedback will be instrumental in shaping these methods.
Focus on feedback and accountability
A cornerstone of our resident engagement strategy will be the commitment to actively include feedback from both leaseholders and tenants. We believe that resident feedback is vital for holding us accountable in our service delivery. To foster a culture of transparency, we will implement initiatives that allow residents to voice their opinions, share experiences, and suggest improvements. Regular feedback mechanisms will be established, accompanied by clear channels for accountability, ensuring that we respond effectively to resident concerns and aspirations.
By prioritising resident engagement and implementing these initiatives, we aim to create a housing environment that reflects the needs and desires of our community. Through an expanded team, direct engagement initiatives, strategic reviews, and a focus on feedback, we are committed to building a stronger, more connected relationship between residents and the council. Together, we will work towards a cohesive and thriving community that empowers every resident to play an active role in shaping their living conditions.
Our Tenants and Leaseholders Engagement Strategy 2023-2026 sets out further how tenants and leaseholders can get involved and the Council’s responsibilities in delivering meaningful engagement.