6. Renfrewshire Council Tenant Participation Strategy - Update - Report
Renfrewshire Council · 11 March 2025
Back to Communities and Housing Policy Board — 11 March 2025 and its agenda
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___________________________________________________________________ To: Communities and Housing Policy Board On: 11 March 2025 ___________________________________________________________________ Report by: Director of Environment, Housing and infrastructure ___________________________________________________________________ Heading: Renfrewshire Council Tenant Participation Strategy – Update ___________________________________________________________________ 1. Summary 1.1 This report provides the Policy Board with an update on the Council’s Tenant Participation Strategy Action Plan, which was approved by the Board on 25 October 2022. ___________________________________________________________________ 2. Recommendations It is recommended that the Communities and Housing Policy Board: 2.1 Note the progress made with regard to the Tenant Participation Strategy Action Plan as set out in Appendix 1. ___________________________________________________________________ 3. Background 3.1 The Tenant Participation Strategy 2022 – 2027 which was approved by the Policy Board at its meeting of 25 October 2022 sets out the range of opportunities available to tenants and residents to get involved and to influence decisions about the housing services we deliver. The strategy includes an Action Plan which sets out a range of priorities which were agreed with tenant representatives. 3.2 Tenant representatives worked closely with council officers to develop the strategy and continue to work with officers to monitor the progress of the Action Plan. Progress to date on the key priorities contained within the Action Plan is attached at Appendix 1 and section 4 of this report highlights some of the actions undertaken.
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4. Tenant Participation Strategy Progress 4.1 The Strategy covers a five-year period and attached at Appendix 1 is the Scorecard for the Action Plan highlighting what has been achieved since April 2024. The Scorecard was presented to the Tenant Scrutiny Panel for their comments as part of their role in monitoring the Strategy. Feedback from the Scrutiny Panel was positive, and they agreed on the actions for the forthcoming year, which are presented in this report. The Scorecard at Appendix 1 provides more detail of activities throughout the year. The Strategy will continue to be monitored and developed in consultation with our tenant representatives with an annual update provided to the Policy Board for noting. The following are some key highlights since its inception: 4.2 Consultative Forums Tenant Scrutiny Panel The Tenant Scrutiny Panel consists of volunteer council tenants who meet throughout the year to assess and influence the performance, service delivery, plans and activities of Renfrewshire Council’s Housing Service. The Panel also act as a sounding board on how the Service has performed against the Scottish Social Housing Charter and were involved in the design and content of the ‘2024 review for our tenants’ publication which was issued to all tenants in November 2024. Influential in developing the Tenant Participation Strategy, they continue to provide a positive assessment on progress of the Strategy so far. The Panel have a work programme that dictates their work throughout the year, over the past year they have looked at the Tenant Participation Strategy action plan, new build housing and have participated in fire safety sessions. They have also attended the Tenant Information Service (TIS) and Tenant Participation Advisory Service (TPAS) Annual Conferences. Tenant Quality Circles Tenant Quality Circles are volunteer council tenants who carry out inspections of Renfrewshire Council’s multi-storey blocks, sheltered housing complexes and council housing estates to ensure a quality standard is being achieved and maintained in every multi-story block, sheltered complex and housing estate. The volunteers help to identify any matters that could be changed, repaired, or upgraded to improve the quality of the buildings and their surrounding areas. This year saw nineteen inspections by all of the Quality Circles. The Estate Management Quality Circle has carried out inspections in seven areas, namely Thornbrae (Johnstone), Douglas Street and Well Street (both Paisley West End), Achray Drive (Foxbar), Grampian Avenue, Morven Avenue and Fairway Avenue (Glenburn). Given the size of some of these areas the Quality Circle have visited some of these areas more than once.
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They have tied in with the Housing Estates Manager (Council Housing) as part of their collaborative approach to inspections by issuing their inspection reports to help draw up work programmes. The High-Rise Quality Circle has been involved with the development of Scooter pods at Maxwellton Court as well as routine block inspections. The Sheltered Quality Circle has carried out inspections in 3 blocks and raised a number of issues that have been addressed. Some members of the Quality Circes now have access to digital tablets which allows them to complete inspections more efficiently for data collection and to take photographs of areas inspected. 4.3 Digital Participation The strategy was developed so that tenants and the Service could make best use of digital resources to maximise participation. Throughout the year the Tenants’ Scrutiny Panel has continued to meet online using the Microsoft TEAMS platform and the Panel has recently started hybrid meetings. The 2025-27 Rent Consultation process was conducted using an online survey and in total over 1,000 tenants participated. This was the second time the Service has made use of an online consultation for the rent consultation. Participation in the online survey was promoted by letter and using targeted emails from the Corporate Communications Team. More than 5,300 tenants have provided their email contact to receive updates from us. This channel is used to provide important information, including about preparing your home for winter weather and accessing council services over the festive period. It is also used to share rent consultation engagement opportunities and email communication is achieving a high engagement and click-through rate. 4.4 Communication We have worked closely with colleagues in our corporate Communications team to improve the ways we communicate with tenants. We will continue to collaborate with our Communications team throughout the lifetime of the strategy to develop improved channels of communication. During the year we informed tenants of service updates and our regulatory requirements, using: In November, The People’s News was rebranded, and a refreshed annual review was posted to all our tenants, providing details of our performance as a landlord and sharing information about the wide range of support and services for tenants to access.
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Housing services content on renfrewshire.gov.uk is being rewritten to support an improved user experience and ensure our tenants can find and access the information they are looking for. Council website to advise of our performance on the Scottish Social Housing Charter and the Scottish Housing Regulator’s Engagement Plan. 5,300 tenants have signed up to direct e-mailing for updates and information from the service. As noted in section 4.3 above, this year’s rent consultation process was extensive, with over 1,000 tenants responding. All tenants were advised of the online survey by letter, which was accompanied with background information setting out service priorities. Targeted e-mails advised over 5,300 tenants of the online survey which again was accompanied with service priorities and background information. In addition to tenant consultation, the Council Wide Forum received a presentation on Service priorities and the background to the rent increase proposals. 4.5 TARA Activity, Training and Events Re-registration for Tenant and Resident Associations took place in Autumn 2025. Four TARAs applied for and were accepted for re-registration. The Tenant Participation Development Officer continues to work with new groups which are interested to register. Tenant and Resident Association members attended the Tenants’ Information Service (TIS) Annual Conference and Tenant Participation Advisory Service (TPAS) Annual Conference this year. A new Tenants and Residents Association was established in Arkleston and Newmains with support from the Service Development Officer. Work is ongoing to develop associations elsewhere in the Council area. Following concerns raised by some of the TARAs that their banks were introducing monthly charges, the Service Development Officer with colleagues at Engage have held talks with local organisation Right Way Credit Union www.rwcu.co.uk which can offer an services that may be of interest to the TARAs. This is not to be considered financial advice, rather support in finding a ‘bank’ that will be able to help at a cheaper rate. 4.6 Tenant Surveys Over the past year we have carried out several tenant surveys: We commissioned our biennial Tenant Satisfaction Survey which was conducted by an independent market research firm - ‘Research Resource’ - by telephone, covering just over 1,200 households, representing around 11% of the Council’s tenanted stock. This survey results were reported to Board in August and has been informative to assist in service development.
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The Housing Estate Manager (Council Housing) has been working to see how the information gathered can help the effectiveness of the Neighbourhood Environmental Trainee Teams (NETTs). Rent consultation was carried out online to inform members of tenants’ views on rent increase proposals. For our ARC return we also seek tenants’ views on: Satisfaction with the repairs service Homeless services, temporary accommodation and housing advice Property condition We have also started work on a further survey of tenants in our new build properties in Ferguslie Park, to meet the funding requirements of the Scottish Government. 4.7 Consultation with Tenants and Residents in Regeneration Areas The Housing-Led Regeneration and other Newbuild areas have benefitted from a range of consultative initiatives. The Howwood Road Area and the Gallowhill Newbuild area have both had consultation events. Around 120 people attended at Howwood Road and over 30 households were represented at Gallowhill. The Howwood Road area has also seen several initiatives including a community litter pick, and a Regeneration Drop-in office has been established where every Tuesday and Thursday tenants and residents can pop in to find out more about the project. In addition, the Howwood Road Facebook page provides opportunities for residents to find out and comment on regeneration issues. Other regeneration areas benefit from Pop Up Advice surgeries and area walkabouts, where residents can discuss issues with staff. The Springbank/Mossvale area has a drop-in office open every Wednesday. 5. Tenant Participation Priorities for 2025/2026 5.1 For the forthcoming year the priorities, in addition to day-to-day tenant participation, will see further developments in expanding the ways in which tenants are involved in shaping housing services: 5.2 #Youdecide The rent consultation for 2025–2028 advised tenants of the participatory budgeting initiative (#Youdecide). Tenants will be involved in deciding how some funding is spent in council housing areas. The full details of this initiative will be developed and brought to the Policy Board for approval prior to implementation.
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Tenant Scrutiny Panel/Quality Circles During the forthcoming year the Tenant Scrutiny Panel will continue to work on issues from their work programme, including discussions on the voids process. Quality Circles will continue with inspections and the Estate Management Quality Circle will develop effective links with the Housing Estate Manager (Council Housing) to suggest improvements to areas. 5.3 Digital Participation and reaching out to other groups We will continue to make best use of digital platforms to improve participation. As indicated the use of digital tablets has been extended to the Quality Circles and the Council Wide Forum has the capacity to facilitate online participants. We will make use of e-mails to provide information to those tenants who have signed up to this and to others who may sign up over the year. The Service will continue to look at ways to engage with other tenants who may not usually be involved, such as younger tenants, disabled groups or tenants from ethnic communities Over the past year officers have attended the Digi-ren meetings to see if opportunities to involve others could arise. 5.4 Communication Working with colleagues in corporate communications we will review current tenant communication and marketing activity and participation opportunities and make recommendations project to improve the way in which we communicate with tenants. This will support increased tenant involvement in shaping our services, identifying any efficiencies and opportunities for improvement. We will continue to provide information through newsletters/brochures to provide tenants with news and information, including information we are required to provide, such as the Tenants’ report on the Charter. 5.5 Council Wide Forum We held a Council wide Forum in Autumn 2024 and will hold another Council Wide Forum in the forthcoming year, which will provide tenants with service information and consult them on service priorities. __________________________________________________________________ Implications of the Report 1. Financial - none arising directly from this report. 2. HR & Organisational Development – None. 3. Community/Council Planning -
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Our Renfrewshire is thriving – effective tenant participation gives tenants the opportunity to influence decisions about housing services and gives the Council stronger links with local communities. 4. Legal – None. 5. Property/Assets – None. 6. Information Technology - to support tenants the new strategy will be aligned to the Council’s Digital Strategy. 7. Equality & Human Rights - the Recommendations contained within this report have been assessed in relation to their impact on equalities and human rights. No negative impacts on equality groups or potential for infringement of individuals’ human rights have been identified arising from the recommendations contained in the report. If required following implementation, the actual impact of the recommendations and the mitigating actions will be reviewed and monitored, and the results of the assessment will be published on the Council’s website. 8. Health & Safety – None. 9. Procurement – Where external consultants may be required to support tenant participation activities, these will be commissioned in line with the Council’s requirements on the procurement of services. 10. Risk – None. 11. Privacy Impact – None. 12. Climate Risk – N/A. 13. Children’s Rights – N/A. 14. COSLA Policy Position - N/A. ___________________________________________________________________ List of Background Papers (a) Report to the Communities and Housing Policy Board, 25 October 2022, Renfrewshire Council Tenant Participation Strategy’ (b) Report to the Communities and Housing Policy Board, 17 January 2023, ‘Housing Customer Engagement Annual Report 2021/22’ (c) Report to communities and Housing Policy Board, 12 March 2024, Tenant Participation Strategy Update ___________________________________________________________________ Author: Ray Walkinshaw, Housing Regeneration and Development Manager Email: ray.walkinshaw@renfrewshire.gov.uk
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1 Tenant Participation Strategy Action Plan Scorecard for 2024/25
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2 Priority To ensure tenants and residents are well informed What have we achieved We reported the outcome of our biennial Tenants’ Satisfaction Survey to the Communities and Housing Policy Board at its meeting on 20 August 2024. Enhanced Communication and Tenant Engagement To improve transparency and enhance communication with our tenants, we launched a rebrand of The People’s News in October 2024. This revamped publication – 2024 review for our tenants – provides a comprehensive overview of service performance, highlights key achievements, and outlines ongoing efforts to enhance service delivery. The Annual Review serves as a valuable resource for tenants, providing detailed information on available services and support options, including assistance with bill payments, energy advice, and winter preparedness guidance. More than 5,300 tenants have provided their email contact to receive information and updates from us. We use this channel to provide important information, including about preparing your home for winter weather and accessing council services over the festive period. It is also used to share rent consultation engagement opportunities and email communication is achieving a high engagement and click-through rate. Housing services content on renfrewshire.gov.uk is being rewritten to support an improved user experience and ensure our tenants can find and access the information they are looking for. In collaboration with tenants, we published Renfrewshire Council's Tenants' Report on the Charter, ensuring transparency and accountability in service delivery. A dedicated tenant presentation on the ARC Return for 2024 and Assurance Statement was provided to tenants in September 2024 where tenant representatives could comment on our performance and the Assurance Statement.
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Type document title here 3 In February 2025, we presented the outcomes of our annual Rent Consultation to the Council, which received a response rate of over 1,000 tenants. This valuable feedback directly informs our decision-making processes and ensures that our services continue to meet the evolving needs and expectations of our tenants. Priority We will develop our digital participation opportunities and embed digital engagement across Renfrewshire What have we achieved We have met the Tenants’ Scrutiny Panel and continue to meet with tenants’ groups online using the MS Teams platform. With the support of the Digital Participation Officer tenants and residents have received equipment to work with the service online. New members of the Tenants’ Scrutiny Panel received training and resources to participate online. Our rent consultation for 2025/2028 was carried out online survey to reach a wider audience. We received over 1,100 responses to the survey which included valuable service feedback as well as views on the proposed rent increases. With the support of the Digital Participation Officer, we are developing electronic resources to enable our Quality Circle tenant inspectors (piloting with the Estate Management group) to use tablets to complete the inspection forms. At the October 2024 Council Wide Forum arrangements were put in place to enable tenant representative to join the meeting remotely if they chose, and we will continue to offer this option. We continue to encourage and support Tenants’ and Residents’ Associations to submit their annual registration and supporting information electronically, whilst offering the option to submit information by post or in person.
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Type document title here 4 Priority To listen to tenants and consider their views before decisions are reached and promote real opportunities to participate and influence housing services. What have we achieved We again conducted our biennial tenant satisfaction survey to help us better understand what tenants enjoy about living in their home and what housing services they think need improved. The survey was conducted by an independent market research firm - ‘Research Resource’ - by telephone, covering just over 1,200 households, representing around 11% of the Council’s tenanted stock. We consulted on the amount our tenants will pay over the next three years, between April 2025 and March 2028. To maximise participation all our tenants were written to encourage them to take part in the rent consultation for 2025 to2028. The letter contained a QR code and website address and contact details to request the consultation in a different form. The consultation was predominantly completed online with over 1,100 responses. The Service continues to carry out tenant satisfaction surveys for key services areas and undertake service improvements were identified from feedback, for example: Standard of temporary accommodation, this survey is carried out at point of service by our Homeless Services team and our return for this survey is consistently over 95% satisfaction. Satisfaction with Housing Advice, all applicants are asked their views on the standard of customer service, the most recent survey had a 97% satisfaction rate. Repairs satisfaction, our method of collection for this survey has changed to text surveys to ensure an immediate response and maximum participation, the most recent survey saw satisfaction at 76.6%. Quality of home satisfaction. This survey is carried out at point of service by housing staff when a tenant moves into a new home. Owners’ survey, this survey is carried out by post each year to gauge satisfaction with the service provided by Owners Services.
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Type document title here 5 The Tenant Scrutiny Panel provided feedback on the revisions to the Renfrewshire Common Housing Allocation Policy. Priority Increasing Tenant Participation Opportunities What have we achieved In each edition of The People’s News (now rebranded to reinvigorate interest) we promote the benefits of tenant participation which attracts some interest from tenants who not been involved before. We encourage prospective tenant volunteers who are interested in join to come along to a “taster” meeting/event under no obligation. A number of these tenants attended the Council Wide Forum in October and participate in the Sheltered Housing Quality Circle. These new members will help refresh this group and support existing members. At the October 2024 Council Wide Forum arrangements were put in place to enable tenant representatives to join the meeting remotely if they wanted, and we will continue to offer this option. To assist tenants without their own transport, we can provide transport to and from all our tenant participation meetings and events, including: Council Wide Forum, Quality Circles (High Rise, Sheltered and Estate Management). The Neighbourhood Housing Forums (including the small projects budget) are an established part of Renfrewshire Council’s tenant participation framework but over recent years have become outpaced by the ability to communicate more directly with tenants’ and residents’ associations using technology. We are evaluating various options to replace the current setup, including a “#youdecide” participatory budgeting model. In a change to annual rent consultation, we consulted on the amount our tenants will pay over the next three years, between April 2025 and March 2028. All our tenants were written to encourage them to take part in the rent consultation for 2025 to 2028. The letter contained a QR code and website address and contact details to request the consultation in a different form. The consultation was predominantly completed online with over 1,000 responses.
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Type document title here 6 We again conducted our biennial tenant satisfaction survey to help us better understand what tenants enjoy about living in their home and what housing services they think need improved. The survey was conducted by an independent market research firm - ‘Research Resource’ - by telephone, covering just over 1,200 households, representing around 11% of the Council’s tenanted stock. Priority Local Tenants’ and Residents’ Associations (TARAs) What have we achieved As part of our support to TARAs each association was offered a ‘health check’ as part of the TARA registration process. This check identified areas where each association required additional support and training requirements. We continue to work with local residents within areas where there is council housing to help setup tenants’ and residents’ associations: A new association has been set up in the Arkleston and Newmains area of Renfrew Working in collaboration with Engage, discussions are ongoing with residents in the Kirklandneuk area to setup and association We are assisting tenants within the George Street area of Paisley to setup a new association to represent their area We are working with colleagues within the regeneration team to ascertain the demand for an association with in the Howwood Road regeneration area In collaboration with regeneration colleagues, we are working in the Howwood Rd area are gauging interest from residents to develop a TARA within the regeneration area. The Tenants’ Scrutiny Panel have been progressing a scrutiny exercise looking at Constitutional matters and the Registration Scheme for Tenants’ and Residents’ Associations and how TARAs are supported. We have been liaising with the Rightway Credit Union to assist TARAs to offer banking services, this is in response to some associations advising that their banks were now incurring monthly charges to their accounts.
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Type document title here 7 Priority Council wide Tenants’ Forum and the role of the local Neighbourhood Forums What have we achieved The Council Wide Forum in October 2024 was an in-person event but arrangements were in place for tenants to join the meeting remotely if desired. The meeting attracted some new tenant representatives. To assist tenants without their own transport, we can provide transport to and from all our tenant participation meetings and events, including: Council Wide Forum, Quality Circles (High Rise, Sheltered and Estate Management). At the Forum, participants were consulted on the Annual Return on the Charter 2023/2024, Annual Assurance Statement 2024 and Single Voids Team pilot. Tenant representatives provided valuable insight and feedback, particularly on the voids item, including: Discussion with tenant representatives asked why during the Voids process do carpets and fittings need to be removed. Tenant representative suggested that if there could be a ‘trusted trader’ leaflet for tenants who cannot decorate properties themselves. It was agreed that the Tenant Scrutiny Panel would work with staff on the recommendations of the Single Voids Project. Feedback from the tenant representatives on the Forum was that it was a very positive and informative meeting. Priority Tenant Scrutiny Panel What have we achieved The Tenant Scrutiny Panel (TSP) continues to meet monthly online with the option to meet on a hybrid basis as necessary.
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Type document title here 8 The Panel continues working on their scrutiny exercise looking at Constitutional matters and the Registration Scheme for Tenants’ and Residents’ Associations and how TARAs are supported. The Panel has been researching how this process is conducted by other landlords to help inform their recommendations. Along with the work on their scrutiny exercise, during the past year the Panel has acted as a ‘sounding board’ for a variety of housing matters and has been involved in the design and content of the rebranded “2024 review for our tenants” Tenants Report on the Scottish Social Housing Charter. Agenda items throughout the year have included: Review of the Tenant Participation Strategy action plan Tenant Information Service (TIS) Annual Conference and the Tenant Participation Advisory Service Annual Conference Newbuild Housing Fire safety sessions Priority Expand the Quality Circles What have we achieved A new Estate Management Quality Circle was established in January 2024 which attracted some new volunteer tenant inspectors. An intensive programme of inspections was developed for the new Estate Management Quality Circle (EMQC) which was replicated with the High-Rise Quality Circle (HRQC) where there are monthly inspections for each group and quarterly inspection for the Sheltered Housing Quality Circle (SHQC). The EMQC and HRQC conduct 12 inspections each per year, with the SHQC conducting 4 inspections per year. The HRQC and SHQC also having 4 meetings each per year with officers to discuss feedback on their inspection reports. The Quality Circles have established links with the Housing Estate Manager (Council Housing) which assist in identifying areas for improvement.
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Type document title here 9 In its first year the EMQC has conducted inspections in the following areas: Thornbrae, Johnstone, Foxbar, Glenburn and the west end of Paisley. The HRQC continues its monthly inspections, with on average each of the 14 multi-storey blocks being visited by the tenant inspectors twice annually. Also, the SHQC continues to conduct quarterly inspections with on average all the sheltered complexes being visited by the tenant inspectors every 12 months. All QC inspections only look at the communal areas of the multi-storey block, sheltered complex or tenement building. The EMQC inspections are performed in conjunction with the Housing Officer for the area and Estates Manager, to provide local knowledge while onsite and to ensure a joined-up approach to resolving any issues highlighted by the tenant inspectors. To enable all interested tenants to take part, our Development Officer drives the Health and Wellbeing Services’ Strengthening Opportunities for Older People in Renfrewshire (SOOPIR) Bus. This enables tenant inspectors to be transported door-to-door, and we can accommodate volunteers who require walking aids, wheelchairs or mobility scooters this enables full inclusion. Feedback from the tenant inspectors has been overwhelmingly positive as they are pleased to be out visiting various areas and to have the opportunity to observe first-hand the impact the Quality Circles have, and efforts being made to improve various areas and property types. Feedback from staff is that they appreciate the balanced yet positive comments. With the support of the Digital Participation Officer, we are developing electronic resources to enable our Quality Circle tenant inspectors (piloting with the Estate Management group) to use tablets to complete the inspection forms. This will enable volunteers make their comments, raise issues and provide feedback while also including photographs in a more efficient approach. The information from several tenant inspectors can more easily be collated in to reports which are then circulated to colleagues for comment and action as appropriate. The introduction of technology will provide opportunities to look at the data for trends across various locations and property types which make service improvement that improve tenant satisfaction.
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Type document title here 10 Priority Participation in regeneration areas What have we achieved We have used a range of consultation methods in each of the Housing-Led Regeneration and Renewal areas, adapting to the needs and requirements of each community as required and in line with the timeline of the delivery of investment within each area, including: o Groups using social media to promote activity and to keep involved, o Regular community drop-ins where staff can provide information to residents, o Newsletters, and o Neighbourhood Renewal groups have started in 2 areas to capture the views of local people affected by the proposals. Howwood Rd - Consultation Event Over 120 tenants and residents attended the event when over 70 households represented (42 Council Tenants, 24 Private Owners and 5 Other Representatives (neighbouring community and Elected Members). Gallowhill - New Build Consultation Event Around 50 tenants and residents attended the event, representing over 30 households, including: Council Tenants, Private Owners and Private Tenants and Elected Members. A variety of work is being progressed in other areas identified for regeneration: Drop-in surgeries have been established: Springbank (every Wednesday) and Howwood Rd (Tuesday and Thursday) Several regeneration areas benefit from Pop Up Advice surgeries and area walkabouts, where residents can discuss issues with staff. Staff and members of the community at Howwood Rd also took part in a community litter pick Howwood Rd Facebook Page
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Type document title here 11 Priority To provide resources and support to empower tenants and residents to influence decisions about housing services What have we achieved We continue to fund tenant participation activities through an identified budget for tenant participation which facilitates: o Support for TARAs through the provision of grant funding. o Support for tenant participation activity, with Housing staff regularly attending TARA meetings to provide advice and support. o Training and development for tenants’ groups, tenant representatives have attended external tenant participation events that provide opportunities to exchange good practice and network with other tenants, including the Tenant Information Service (TIS) Annual Conference and the Tenant Participation Advisory Service Annual Conference. o Membership to independent organisations such as The Tenant Participation Advisory Service (TPAS) and the Tenants’ Information Service (TIS). Tenant representatives have represented the Council.
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12 Environment, Housing & Infrastructure Renfrewshire Council Renfrewshire House Cotton Street Paisley PA1 1BR