The ambitious and collaborative review placed tenants firmly at the centre of decision-making, with over 100 hours of tenant time volunteered to shape a strategy that reflects what matters most to their communities.

At the heart of the strategy is a shared commitment: “Our collective mission at Glen Oaks Housing Association is to empower tenants through meaningful participation, engagement, and scrutiny. We believe the best services, projects, and initiatives are designed together, and we aim to provide opportunities, information, and support so everyone can question, challenge, and influence decisions. By sharing the impact of tenant involvement, we strive to build a culture of transparency, trust, and continuous improvement – ensuring our communities thrive and that tenant voices remain at the heart of everything we do.”

This commitment is now fully embedded across the organisation, with all staff signing the joint mission statement and completing training on the strategy, including understanding that tenant participation is a legal right under the Housing (Scotland) Act 2001.

A key outcome of the review is the introduction of their 10 Key Principles of Successful Tenant Participation, developed by the SIG and supported by clear, measurable objectives. These ensure that tenant involvement is not only encouraged but delivers real, visible change, with a strong focus on inclusion, accessibility and embedding tenant voice in service design.

Reflecting on their involvement, a member of the Service Improvement Group said: “We are proud to have played a key role in shaping the new Tenant Participation, Engagement and Scrutiny Strategy.

“The collaborative approach to this review has resulted in a stronger, more tenant-focused strategy that reflects what matters most to tenants. We’re also excited that this work has led to the creation of our 10 Key Principles, which we hope will influence best practice across the sector.”

The strategy places a strong focus on measuring success and increasing transparency. A new quarterly Tenant Voice Impact Report will clearly demonstrate how tenant feedback leads to service improvements, while the “Shaped by Tenant Voice” stamp will highlight where tenant views have directly influenced policies and services.

As part of the review, Glen Oaks also used the Tenant Information Service’s Mighty Network to connect with other landlords and share learning. The Association extended its thanks to Deborah Piner (East Lothian) and Tracy Wilson (North Ayrshire) for their valuable insight and contribution to the work.

Nicola Logan, chief executive of Glen Oaks Housing Association, said: “This strategy builds on an already strong foundation of working alongside our tenants. By strengthening participation, engagement and scrutiny, and by focusing on measuring and demonstrating impact, we are ensuring that tenant voice is not only heard but continues to shape and improve our services. I would like to thank our Service Improvement Group and all tenants who contributed their time, insight and commitment to this important work.”