TENANT EMPOWERMENT
– GETTING IT RIGHT

There are a variety of reasons to involve customers in service delivery – from a simple customer feedback system to the more complex, sometimes bureaucratic notion that customers should be in the driving seat of service delivery.

Most professionals have described three main approaches to customer involvement:

The Consumerist Approach

• Will only focus on service improvement and it reflects the recent individualised trend in tenant participation.
• Tenants are seen as consumers of a service therefore all efforts are made to ensure that tenants get a good service.
• Does not have methods in place to seek customers views

The Democratic Approach

• Broadly equates to the communitarian ideal in which strong scrutiny systems are set up within the existing structures and functions of the landlord
• Tenants vote on key strategic issues affecting them
• Is a highly professional approach

The Empowerment Approach

• Enhancing Social Capital
• Focuses on developing the capacity and skills of groups and responding to their aspirations
• Tenants are involved in key issues and the landlord supports them in developing their skills in order to participate actively

Manningham Housing Association describes its own approach as the stakeholder approach, a distinct combination of the three approaches outlined above.

If you wish to know more about tenant participation, please click here.

Would you like to tell us how you think we're doing? Click here to fill out our feedback form.

Manningham Housing Association, a specialist housing association providing accomodation for large families and diverse minority communities in Bradford and Keighley, West Yorkshire, promotes tenant involvement and regeneration of local communities in addition to providing development of new homes and services to meet the housing and support needs for the community.
Contact us for enquiries, search our available homes, view our site map or fill out an opinion survey today.