Recognition for our engagement activities

Tuesday 25th of April 2023

The work we do to engage with residents to improve our services has been recognised.

We have received the Tpas Landlord Accreditation for the next three years following a rigorous assessment. The nationally recognised accreditation recognises how we involve residents in influencing and improving our service.

We were assessed against seven themes and scored an ‘excellent’ total of 86% against set criteria. Assessors specifically identified 13 areas of good practice, particularly our work with residents on high-rise building safety and our transparency principles, which focus on accountability and providing clear and meaningful information to residents at all times.

Residents have a variety of ways to have their say, from just giving feedback to being part of a formal customer voice group. Recognising our diverse resident population, we also have 11 different panels to represent our communities – including new groups focusing on cultural diversity, disabled people and LGBTQIA+ residents.

From answering simple surveys to taking part in formal groups, residents can get involved at whatever level they’re comfortable with and depending on how much time they have. Last year, we received 42,000 individual pieces of feedback from residents. Find out more about how to have your say.

Debbie Potter, our Resident Engagement Coordinator, said:

“Residents are the real experts, and we are so fortunate to be supported by so many who take an active role in giving us feedback so we can continually improve our services. It’s so important for us to hear our customers’ voices.

“Over the last three years we have done a lot of work to strengthen our customers’ voice. This recognition shows we have made real progress, that we’re accountable for our actions and that residents’ efforts are making a difference to people’s lives.”

One of the residents to be involved is Justin Appleyard, who said:

“I have found the experience of being an active resident working with Together Housing so rewarding in so many ways. I believe I have supported other residents to be better informed and get their issues resolved sooner. My involvement, along with Together Housing working in a person-centred way, has helped shape some services for the better.”

Jenny Osbourne MBE, Chief Executive at Tpas, said:

“We’re delighted that Together Housing has successfully been accredited with Tpas. By completing the meticulous process to become an accredited housing organisation, Together Housing have demonstrated their continuing commitment to the values we share.”

As well as highlighting good practice, Tpas assessors also made recommendations on how we can further improve our relationships with residents. On the back of these recommendations, we are now looking to strengthen our customer voice group, which holds us to account while scrutinising performance and satisfaction.

To find out more and to have your say, get in touch with our resident engagement team by calling our customer service centre on 0300 555 5560 or drop us an email to