A guide to our housing engagement policy

This guide explains our housing engagement policy. 

It is for council tenants and leaseholders in Royal Greenwich who want to understand how we work with residents and how they can get involved.  

This policy was created with residents through meetings, consultations and surveys. 

What the policy is about 

The housing engagement policy explains how the council talks to and works with residents about their homes and neighbourhoods. 

It covers: 

  • how we communicate with residents  
  • how we listen and improve services based on feedback  
  • the different ways residents can get involved  
  • the legal rules we must follow  

This guide focuses on how tenants and leaseholders can take part. 

Why we have this policy 

This policy allows us to: 

  • support our commitment to involve residents  
  • meet legal requirements  
  • make sure everyone is treated fairly  

How we involve residents 

There are different ways to get involved. 

Some people prefer to stay informed and give feedback occasionally. Others want to take part in meetings, join panels or help shape services. 

All ways of getting involved are important. You can choose what works for you. 

How residents can get involved 

Borough-wide housing panel 

This is a meeting open to all council tenants and leaseholders. You can: 

  • hear updates about housing services  
  • give your views  
  • ask questions  
  • speak to service teams  

Tenant influence and oversight panel 

This panel works closely with the council to check how housing services are performing. 

Members look at data, review decisions and challenge where things are not working well. 

You can: 

  • help hold the council to account 
  • review performance on repairs, complaints and services 
  • suggest improvements based on resident experience 

Diversity panel 

This panel helps make sure housing services work for everyone, especially residents from different backgrounds and communities.

You can: 

  • share experiences of how services affect different groups  
  • help identify barriers to access or fairness  
  • shape services so they are inclusive and meet diverse needs  

High-rise panel 

This panel focuses on the safety and management of high-rise buildings (7 storeys or more). 

You can: 

  • raise concerns about building safety and fire safety  
  • review how safety information is shared with residents  
  • work with the council to improve safety standards and communication  

Leaseholder panel 

This panel focuses on issues that affect leaseholders and shared owners. 

You can: 

  • give feedback on service charges and major works  
  • raise concerns about repairs and maintenance  
  • help improve communication between the council and leaseholders  

Task and finish groups 

These are short-term groups set up to focus on a specific issue or project. Once the work is complete, the group ends. 

You can: 

  • work on a topic that matters to you (for example repairs, cleaning or communication)  
  • help review services or test new ideas  
  • make recommendations to improve how services are delivered 

Other ways to get involved 

You can also get involved by: 

Working with all residents 

We want everyone to feel welcome and able to take part. 

We do this by: 

  • using clear, simple language  
  • offering information in different formats  
  • providing translations where needed  
  • offering phone, written, online and in-person options  
  • holding meetings at different times  
  • using accessible venues  
  • supporting residents who may need help to attend  
  • making sure staff understand equality, diversity and inclusion  

Listening and acting on feedback 

We use feedback from residents to: 

  • improve housing services  
  • make decisions about repairs, safety and communication  
  • plan work on estates  

We will also share what has changed as a result of your feedback. 

Putting the policy into action 

We will: 

  • train staff and residents who get involved  
  • share updates through meetings and the Talk Housing newsletter  
  • review the policy every 18 months  
  • use surveys and feedback to improve services  

The legal rules behind this policy 

Our housing engagement policy is based on laws that make sure residents are treated fairly, listened to, and kept safe. 

Housing Act 1996 

  • protects people who are homeless or at risk of losing their home  
  • sets out key rights for tenants  
  • requires councils to consider residents’ views when making changes  

Social Housing Regulation Act 2023 

  • sets standards for safe and good quality homes  
  • requires landlords to treat tenants fairly  
  • ensures landlords listen to residents  

Building Safety Act 2022 

  • focuses on the safety of higher-risk buildings  
  • introduced after the Grenfell Tower fire  
  • makes building owners responsible for safety  

Data Protection Act 2018 

  • protects your personal information  
  • ensures it is used fairly and securely  
  • gives you the right to access or correct your data