Our Journey Through the Tpas Smart Review: Shaping a New Tenant Engagement Strategy
Tuesday 17th of February 2026
Reflections on the independent evaluation and collaborative improvement
By Newcastle City Council
Before launching into the creation of a new Tenant Engagement Strategy, we decided to take a step back and participate in the Tpas Smart Review. This independent process offered us valuable insights, highlighting our strengths, shining a light on areas that needed improvement, and allowing us to learn from best practice across the sector.
Right from the start, Tpas set out their approach clearly and kept us in the loop with regular updates from their Associate. The first task was a self-assessment, which meant gathering a wealth of evidence to ensure an honest and balanced view of our organisation. Sometimes we needed a bit of clarification on the type of evidence required, but the process felt thorough and worthwhile.
Once the self-assessment was wrapped up, the Tpas Associate quickly sent over a list of staff and tenants who would be involved in reality checks. These checks included a mix of front-line staff, senior managers, tenants who are actively engaged—and those less so—which gave us a genuine cross-section of opinions and experiences.
One staff member reflected:
‘Carla was highly engaging and informative throughout the session. She kept the conversation flowing naturally, prompting when needed and skilfully drawing out detailed answers, clear outcomes, and examples of practice during our discussion.’
An engaged tenant said:
‘I felt the session with Carla was open and honest and I felt really listened to. I think it is important that the Council informs tenants how they plan to respond to Tpas’ recommendations’.
The whole process was delivered on schedule, and we are pleased with the final report. It paints a clear picture of where we need to focus our efforts, while the recommendations will be invaluable in shaping our future model of tenant involvement. For us, the Smart Review isn’t just a box-ticking exercise—it’s a springboard for meaningful change and ongoing improvement.