Tenants Shape Dacorum’s New Repairs Partnership

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challenged assumptions, called out blame culture, and highlighted the need to stop hiding performance or relying on outdated ways of working.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.