Link scoops prestigious tenant engagement award

Back row (l-r): Dougie Middleton (Bathgate Area Board Member), Graham Lawson Bathgate Area Board Member), Tricia McManus (Link Housing, Head of Housing), Colin Cassie (Link Housing, Tenant Engagement Manager).

Front row: Shona Gorman (Link Housing Board Member).

Link’s Tenant Engagement Team won the ‘Tenants Voice’ Award at the TPAS Scotland National Good Practice Awards 2024.

The award recognised the high numbers of Link tenants responding to consultations, alongside targeted and local engagement, inclusive involvement, and an innovative approach to digital engagement.

Link’s Tenant Engagement Manager, Colin Cassie, said: “We wanted to recognise the good outcomes for tenants that wide and inclusive engagement brings. Whether capturing tenants’ priorities on sustainability, which leverages Environmental, Social and Governance (ESG) investment into the organisation, or maximising responses to rent consultation so Link Housing Association’s Board understands tenants’ priorities, ensuring a strong tenant voice is central to everything we do.”

Link has committed to exploring new ways to listen to tenants using digital technology, as outlined in its Link Together Housing Strategy. To meet these aims, the Tenant Engagement Team has been using the CX-Feedback platform to engage with tenants by text and email. This has increased reach, enhanced real-time tenant feedback, and delivered more targeted and relevant engagement.

Link’s digital engagement approach helped gather feedback from over 350 tenants during Link’s Tenant Scrutiny Panel’s recent inspection of reactive repairs. It was also pivotal in gathering a record number of tenant views in the recent rent consultation.

Link Group Chief Executive Officer Jon Turner said: “Many congratulations to the Link Housing Tenant Engagement Team on their well-deserved award win. The team has done fantastic work and strives for engagement excellence in reaching our customers.

“Alongside recognising the first-class efforts of the team, the win demonstrates Link is taking positive steps forward in meeting the aspirations set out in its housing strategy.

“Digital technology offers many opportunities for us to communicate with customers at a time and in a way that meets their needs while offering ever-improving levels of customer service.”

The award submission focused on inclusive tenant-led engagement at a local level. Link recently supported Growing Beardmore, a tenant-led community organisation, in successfully applying for £13,000 funding from West Dunbartonshire’s Community Mental Health and Wellbeing Fund to extend its community garden.

Another example of effective tenant engagement was Link’s Bathgate Summer Fun Day. Housing staff had informal conversations with tenants about housing services. Plenty of activities for all age groups kept the 400 local people in attendance thoroughly entertained. A sensory tent providing a quiet, calm area for children while their parents or guardians discussed housing issues with staff was an excellent example of inclusion.

Michelle McManus hosted the award ceremony, which took place on Friday, 21 June, at the Golden Jubilee Conference Hotel in Clydebank.