Best Practice in Tenant Engagement Club Launch: Sharing What Really Works
Wednesday 21st of January 2026
On Tuesday 20th January, we were delighted to launch the Tpas Best Practice in Tenant Engagement Club, hosted by Caritas Charles. The session set exactly the tone we hoped for — open, honest and rooted in real-life engagement practice.
Our first speaker was Sophie Ashford, Engagement Manager at Solihull Community Housing (SCH), who shared how the resident voice is shaping SCH’s strategic vision. Sophie talked through their recent engagement programme, the Big Conversation, designed to inform the organisation’s next five-year strategy. From pop-up events in high-rise blocks, walkabouts and surveys, SCH gathered rich insight into what matters most to residents. Priorities varied from repairs and damp and mould, to communication and service improvements. The session highlighted how meaningful engagement is being embedded into strategic planning, not added on at the end.
Sophie also touched on SCH’s engagement framework, currently under review, and wider issues such as biomass heating in high-rise blocks, with an independent council-led review underway.
We then heard from John Scar, Resident Involvement Manager at Vico Homes, who gave an overview of their engagement approach across more than 33,000 homes. John shared how Vico are using accessible, multi-channel engagement, including mobile resources, digital involvement options and community-based activity, to reach people who are often under-represented. From customer panels and neighbourhood bus tours, to welcome events and community forums, the focus was firmly on flexibility, inclusion and meeting residents where they are.
The discussion that followed explored co-design, community-led activity and the importance of feeding back to residents on how their input has shaped decisions. There was also reflection on how engagement has evolved over recent years, with tenants being involved earlier, more meaningfully, and in ways that feel authentic rather than transactional.
“It is so promising to begin to see providers who are happy to talk about the areas they need to do better. Listening to Sophie, I am inspired.”
Tenant member
The launch session captured exactly what the Best Practice Club is about: sharing what’s working, being honest about challenges, and learning together.
You can join our next Brest Practice Club on 18th March, book your place here - https://www.tpas.org.uk/tpas-events/show/1231