The reports look at the accessibility of information that’s provided for tenants by social landlords and the support that landlords provide for tenants to engage with and participate in their work.

TPAS Scotland carried out the research which informed the reports’ findings and recommendations. The research was carried out with tenants, tenant scrutiny panel members, Regional Network members (now Tenants Together Scotland), tenant participation officers and housing managers/directors.

Accessible Information to Tenants explores what information is provided to tenants and the format in which it is available.

The report found:

• Social landlords are providing information to tenants in a variety of formats in order to make it as accessible and easy to understand as possible. 
• A shift towards digital was accelerated during the Covid pandemic and this has largely become the default method of communication for newsletters, annual reports, performance reports etc. while key information, such as tenancy agreements, mainly continues to be provided in paper form.
• While tenants acknowledge the benefits of digital engagement, many said they want to have a choice regarding how they receive information and how they engage with their social landlord.

Jacqueline Norwood, TPAS Scotland executive director, said: “It is reassuring that social landlords are providing information to tenants in multiple formats which helps to make it as accessible and easy to understand as possible.

“Increasing the use of digital information has the potential to maximise accessibility, but this is dependent on tenants having internet access and appropriate equipment such as a phone, laptop or tablet. Tenants should be given help to access digital information, if they require it, either by social housing staff or an external support organisation. However, social landlords must be aware that some of their tenants will simply still have a preference to receive information in a paper format, and they should ensure they are consulting their tenants on how they receive information and take their preferences into account.”

How Social Landlords Support Tenants to Engage gives a baseline of the support that’s available for tenants to engage in and participate with their landlord’s work in Scotland’s social housing sector.

The report found:

• Tenants and social landlord staff rated the support of specialist tenant participation staff as the most important means of support to help tenants to engage. This was followed by training and then a tenant participation strategy.
• Less than half – 40% – of social landlord survey respondents have succession plans in place for their tenant participation groups or scrutiny panels. Succession planning is seen by research participants as an important form of support as it reassures members that the group or panel can continue when the chair or members stand down.
• Both tenants and staff highlighted that positive relationships and trust are key to good participation. Tenants also said they must feel, and see, their contribution is meaningful, valued and can result in change.

Jacqueline Norwood concluded: “Across Scotland, social landlords are working hard to enable their tenants to participate meaningfully in their work. However, the level of support provided by social landlords can vary considerably. Social landlords should develop their approaches to support in partnership with their tenants and groups to ensure this meets their needs. Details of available support should also be included in social landlords’ tenant participation strategies, so tenants are aware of what they can access.”