Housing associations work hard to create a positive relationship with their tenants and residents, alongside aiming to provide safe, decent and affordable homes. The sector has a longstanding commitment to engaging with tenants and residents, and there are many great examples of how housing associations have shaped their organisations around the needs and views of the people they house.

However, housing associations know they do not always get it right for everyone, and are not always as accountable as they should be to their tenants and residents. They also recognise the lack of consistency between landlords. Some tenants and residents have said their landlord feels distant and this has led to a lack of trust in housing associations in some places.

The Federation has been working with tenants, residents, tenant representative groups, our members and others to understand what practical change is needed to address this. And to drive action, we’ve created a four-point plan for delivering change across the sector.