Tenant Engagement

Ipswich Borough Council is committed to improving the way we work and engage with our tenants and leaseholders. Our Corporate Plan – Proud of Ipswich - has set priorities for meeting the housing needs of our community, including the aim to be an excellent landlord to council tenants.

We want our tenants to feel empowered to hold us to account and have opportunities to scrutinise and become actively involved in shaping the housing service. We recognise that good tenant engagement can bring benefits not only to our tenants but also to the Council. Tenant engagement ensures that we develop policies and services that meet the needs and aspirations of our tenants, creating genuine opportunities for them to influence decisions and increase levels of satisfaction.

We aim for maximum tenant engagement to enhance our service through meaningful engagement. We will develop more informal ways of engaging that do not require an ongoing time commitment by examining the best ways to engage both in person and digitally.

Have your say in housing services as we believe your voice matters. Tenant engagement is at the heart of ensuring our services meet your needs. Join us in shaping the future of housing services in Ipswich.

Tenant Engagement Strategy

Read our Tenant Engagement Strategy (PDF)

Read our Tenant Engagement Strategy Action Plan (PDF)

Appendix 1 – Review of Tenant Engagement Strategy 2021-2024 (PDF)

Why Get Involved?

Becoming a Tenant Representative in your community can mean you make a lasting impact working alongside us to ensure Ipswich Borough Council provide a excellent service to its tenants; training and support provided. By participating, you can:

Share your ideas to improve housing services.
Help us make fair and informed decisions.
Build a stronger community with fellow tenants.
Having your say about how we can improve and make positive changes to our services for our tenants
Developing new skills and experiences for your CV
The opportunity to meet new people
Increasing your knowledge about housing issues
Multiple opportunities for training

Ways to Get Involved

We offer several ways for you to participate, whether you have a few minutes or more time to spare:

Join our Area Housing Panel

The Area Housing Panel is your opportunity to make a positive impact in your neighbourhood. This panel provides a platform for tenants and residents to share priorities and propose ideas for community improvements. As a panel representative, you’ll actively contribute to shaping local projects and initiatives.

Frequency: Meets quarterly.
Attendees: Tenants and residents, Councillors, Housing Staff, and community representatives.
Additional Information: The panel manages a budget specifically for area enhancements.

2024-2025 Dates:

10th December 2024
25th February 2025

Join Our Customer Engagement Panel

The Customer Engagement Panel is a dedicated group of tenants working alongside Council staff to review and improve housing services. This independent panel plays a vital role in shaping the way services are delivered by providing feedback, discussing proposed changes, and making evidence-based recommendations for improvement.

Frequency: Meets bi-monthly.
Attendees: Tenant representatives, Council staff, and service leaders.

Read about achievements from the Customer Engagement Panel (PDF)

Join our Sheltered Improvement Panel

This panel is focused on improving services specifically for sheltered housing residents. It will review sheltered housing provisions and suggest improvements to enhance the quality of life for these tenants.

Frequency: Quarterly

Membership: Tenant representatives from sheltered housing and relevant Council officers.

Join our Estate Walkabouts

Estate walkabouts allow tenants, housing officers, and other stakeholders to explore the local community together and assess the condition of the housing estates. This approach helps identify areas that require improvements or attention, fostering collaboration between tenants and the Council.

Frequency: Multiple times throughout the year.

Attendees: Tenant representatives/local tenants, housing officer and the relevant Service Manager.

Join our Task and Finish Groups

These groups are formed to focus on specific projects or issues. Once the task is completed, the group is dissolved. Task and Finish Groups provide recommendations or solutions to address challenges, such as a policy review or service improvement.

Frequency: Sporadically throughout the year, advertised in the local community, and social media

Membership: A mix of tenants, Councillors, and Council officers depending on the task at hand.

Become a Resident Reader

Resident Readers will review written communications (such as letters, emails, or notices) from the Council to tenants. Their role is to ensure that communications are clear, easy to understand, and tenant-friendly. Their feedback will help improve the quality of Council correspondence.

Frequency: Sporadic throughout the year

Membership: Tenants

How to apply

If you’re interested in participating in the above, please fill out the application form below. For any questions, contact us at tenant.participation@ipswich.gov.uk or call the Tenant Engagement Team at 01473 433 144.

To request to join the panel, please click the button below. Please note the button opens in a new window.

Join our Customer Engagement Panel

Register interest for our upcoming panels for Choices for Voices:

‘Choices for Voices’ is Ipswich Botoug Council's internal framework for how tenants can be involved. We will actively promote it through social media, newsletters, and community events. We are committed to continuously gathering tenant feedback to refine and enhance the model. To ensure a smooth rollout, we will adopt an open approach, focusing on our tenant recruitment strategy and staying informed about updates related to the housing regulator and consumer standards. This will help us integrate Choices for Voices seamlessly and effectively. Below are panels we are introducing under the menu of choice:

Become a Tenant Inspector

Tenant Inspectors will review the quality of housing services by conducting independent inspections. This could include examining the maintenance and cleanliness of communal areas, repairs quality, and other key housing services. Their feedback will contribute to improving service delivery.

Frequency: TBC

Membership: Tenants

Join our Complaints Improvement Panel

This panel monitors the complaints Ipswich Borough Council receives regarding housing services. The goal is to provide feedback on the quality and timeliness of responses, ensuring complaints are handled fairly and in accordance with the Council’s complaints policy and the Housing Ombudsman Complaints Handling Code.

Frequency: Four times per year.

Membership: Up to four tenant representatives and officers from the Council.

Join our Community Voice

This platform allows tenants to voice their opinions and share ideas on community and housing issues. It is a forum for tenants to provide general feedback on Council services and policies, as well as share insights on community needs and priorities.

Frequency: 4 times per year.

Membership: Could overlap with Area Housing Panel

Become a Mystery Shopper

Mystery Shoppers will evaluate the quality of housing services provided by the Council, offering feedback from a tenant’s perspective. This may include interactions through phone, email, or face-to-face contact. The goal is to identify areas for improvement in customer service and housing operations.

Frequency: Two times per year.

Membership: Up to three tenant representatives and the relevant Service Manager.

Tenant Satisfaction Measures and Housing Regulation Scrutiny Panel

The panel monitors Ipswich Borough Council's performance in relation to Tenant Satisfaction Measures (TSM) data. The group will scrutinize this data and explore trends in tenant satisfaction, helping the Council improve services while ensuring compliance with housing regulations.

Frequency: Four times per year.

Membership: Up to four tenant representatives and policy/strategy officer.

How to register

If you’re interested in participating in the above once we form these new initiatives, please fill out the application form below. You shall be added to a waitlist and contacted once we are forming the panel. For any questions, contact us at tenant.participation@ipswich.gov.uk or call the Tenant Engagement Team at 01473 433 144.

To request to join the panel, please click the button below. Please note the button opens in a new window.

Tenants Times

Stay informed about housing matters through our e-newsletter, Tenants Times. Sign up to receive the latest updates, stories, and news directly to your inbox by clicking the button below.

Please note the button also opens in a new window.

Read the past editions here:

Editions of Tenants' Times are also available in audio and large print. To request an alternative format please email the Tenant Participation team at: tenant.participation@ipswich.gov.uk