Dacorum Tenant Voice Panel

Tenants were firmly in the driving seat as Dacorum Borough Council and CARDO launched their new repairs partnership with an energetic and highly interactive mobilisation event.

Rather than a traditional contract launch, the day was designed as a two-way conversation - bringing together tenants from the Tenant Voice Panel and Mystery Customer groups alongside council officers and CARDO representatives to test, challenge and shape what comes next.

From the outset, residents made it clear they wanted more than promises. They came to understand how the partnership will work, how mobilisation will be delivered, and whether it will genuinely improve services and deliver value for money. Above all, they wanted proof that tenants would remain at the heart of decision-making - and that this marked a genuine fresh start.

Throughout the day, tenants didn’t hold back. They asked direct, influential questions and pushed for clarity on how changes will translate into real-world improvements. When asked to define success, their answers were simple but powerful: responses, communication, understanding, information, respect, data, honesty, teamwork, collaboration and quality. Together, these words set a clear expectation for a service that is responsive, transparent and built on trust. This was reinforced by a conversation during the event, where Emily Hobbs spoke with a Mystery Customer who had been involved in the early development of the contract, capturing a powerful reflection on tenant involvement:

When asked if she could see the impact of her involvement, she responded, ‘Absolutely!’ adding that tenant input has clearly shaped what is now being delivered.

The conversations were equally honest about what must change. Tenants challenged assumptions, called out blame culture, and highlighted the need to stop hiding performance or relying on outdated ways of working. They stressed that frontline operatives must be valued, that communication must be clear and human, and that accountability needs to be visible at every level. There was also a strong call to move away from talking down to residents and to ensure services treat people with fairness and respect.

Just as importantly, tenants set out a clear vision for the future. They want feedback to be acted on, not forgotten. They called for more face-to-face engagement in communities, better communication about who is responsible for repairs, and honesty about timescales. They emphasised that homes should be treated as homes, not just assets, and highlighted the need to remove digital barriers, particularly for more vulnerable residents. Many also spoke about tackling the stigma around social housing and making services more inclusive, accessible and human.

Despite the challenge, tenants also recognised what is already working. They encouraged Dacorum and CARDO to keep focusing on customer experience, continue connecting with residents, and remain proud of the services they deliver. Supporting local suppliers and apprenticeships, investing in people, and regularly reviewing performance were all seen as vital. And when things go well, tenants were clear - success should be celebrated.

The event itself received strong endorsement. Anonymously, 35 tenants and Dacorum officers shared their feedback, with an overwhelming 77% rating the event either 9 or 10 out of 10, and nearly half awarding a perfect score. The results reflect a session that not only informed but genuinely engaged those in the room.

As the partnership moves forward, the message from tenants is unmistakable: this is an opportunity to reset expectations and build a service grounded in trust, accountability and collaboration. If the momentum from the day continues, Dacorum and CARDO have the foundations for something far more than a contract—they have the beginnings of a partnership shaped by the people it serves.

Tenant Voice Panel Update – Induction Tour and What’s Next

We recently held our Tenant Voice Panel Induction Tour on 27 May, and we’re pleased to share that it was a really positive and valuable experience for everyone involved.

During the tour, Panel members visited a range of council housing sites, including supported housing and high-rise buildings. This gave us the opportunity to see how different services work in practice and speak directly with housing staff about key issues such as repairs, safety, antisocial behaviour, fly-tipping, cleaning, and the overall condition of homes and neighbourhoods.

The day focused on building understanding, having open conversations, and making sure your representative tenants can clearly see how their feedback will link to real service improvements. Early feedback from those who attended has been very positive, and we are continuing to gather more feedback to help shape future activities.

Where we are now

The Tenant Voice Panel is now well into its induction phase, where members are building their knowledge, confidence and understanding of housing services and how they can influence decisions.

So far, this has included:

• Meeting each other and council staff
• Confirming the panel's structure and roles to benefit all
• Learning about key services
• Learning how performance and decisions are made
• Starting to share views and experiences

What happens next

Over the coming weeks, the Panel will continue its induction with further opportunities to:

• Meet senior leaders and service teams you have requested to hear from
• Engaging with CARDO, your repairs service provider
• Our second full Tenant Voice Panel meeting

With this plan, the Panel will then be fully into the action phase, where it will begin reviewing performance, giving feedback on services, and helping to shape future improvements.

Have your say

The Tenant Voice Panel is just one of the ways tenants can get involved, and we remain committed to giving as many tenants as possible the chance to influence services. One way to get involved is through our Mystery Customer Group, which enables tenants to take part in scrutiny sessions, feedback exercises and online surveys. Members may also be invited to contribute to important pieces of work such as the Community Safety Partnership Survey.

We look forward to working with tenants in a variety of ways to ensure your voices continue to shape and improve housing services across Dacorum.

The Tenant Voice Panel has now started its work after completing its first meeting and agreeing an annual programme. This marks the beginning of a structured year of tenant involvement, where the Panel will meet every quarter to look at how housing services are performing and how well the Council is listening to tenant feedback.

The Panel is the main group of involved tenants at Dacorum Borough Council. Its role is to make sure the voices of social housing tenants are heard, understood, and used to guide service improvements. While the Panel does not make final decisions or approve documents, it provides valuable feedback, constructive challenge, and ongoing support to help the Council stay focused on what tenants need.

Across the year, Panel members will review performance information, tenant satisfaction measures, complaint learning, building safety engagement, and wider tenant involvement activity. They will check whether the Council’s actions reflect tenant feedback and help monitor progress against the Consumer Standards set by the Regulator for Social Housing.

This structured cycle of meetings, service reviews, and feedback will help strengthen tenant influence and ensure that the insights shared by the Panel are fed into service planning and improvement work. The Panel will also carry out tenant‑led annual appraisals of each service, bringing together everything they have learned throughout the year.

By working closely with council officers, the Tenant Voice Panel provides a strong tenant perspective and helps ensure that housing services remain transparent, accountable, and shaped by the experiences of the people who use them.

Want to get involved?

Although not everyone could be offered a place on the panel, we are keen to continue involving interested tenants in engagement opportunities. One way to do this is through our Mystery Customer Group, which enables tenants to have a say in the running of council services through scrutiny sessions, feedback exercises and online surveys. Members may also be invited to contribute to influential work such as the Community Safety Partnership Survey.

We look forward to working with as many tenants as possible to ensure your voices continue to shape and improve our housing services.

Thank you to everyone who applied to join Dacorum Borough Council’s Tenant Voice Panel. We were delighted to receive such a high number of strong applications and truly appreciate the time, effort and enthusiasm shown by all applicants. Your commitment to improving housing services and ensuring tenants’ voices are heard is greatly valued.

Following a competitive selection process, we are pleased to congratulate our newly appointed Tenant Voice Panel members. We very much enjoyed meeting applicants during the interview stage and look forward to the insight, experience and passion our new members will bring to the panel.

The first Tenant Voice Panel meeting will take place on 26 March and we will produce another news story shortly after this.

Still want to get involved?

Although not everyone could be offered a place on the panel, we are keen to continue involving interested tenants in future engagement opportunities. One way to do this is through our Mystery Customer Group, which enables tenants to have a say in the running of council services through scrutiny sessions, feedback exercises and online surveys. Members may also be invited to contribute to activities such as the Summer Housing Open Day – Tenant Voice questionnaire.

Thank you once again to everyone who applied. We look forward to working with tenants in a variety of ways to ensure your voices continue to shape and improve our housing services.

The Tenant Voice Panel works alongside Dacorum Borough Council to ensure tenants’ views are heard and considered in the delivery of housing services. The panel provides feedback on policies, reviews landlord performance, and shares insight based on tenants’ lived experiences. While it does not make final decisions, it plays an important role in informing and influencing the Council’s approach to housing management.

Due to a high number of applications received for the panel, shortlisting has taken longer than originally planned. The Council would like to thank all applicants for their patience during this time.