Radius Housing Scoops Gold Award For Tenant Engagement

Radius Housing has achieved the Gold Award for Tenant Engagement, becoming the first recipient on the island of Ireland.

This is the highest level of Tenant Participation Accreditation awarded by Supporting Communities, recognising Radius for its ongoing commitment to tenant engagement and the recent audit and assessment process.

The accreditation framework comprises ten core standards that Supporting Communities identifies as central to effective tenant engagement and involvement. It identifies how and where Radius has applied good practice, supported by its own Tenant Engagement Strategy, in relation to the core standards and competencies required to attain a Supporting Communities’ Tenant Participation Accreditation Award.

The Independent Panel Chair, Sheenagh McNally from Supporting Communities, said: "I am delighted to have awarded Radius the Gold Standard, the first of its kind on the island of Ireland. Radius continuously strives for better even as it attains this high level of recognition. The team’s hard work, commitment, and dedication have set the bar high for tenant engagement in Northern Ireland and further afield."

In the report, the awarding panel commented: "Radius has a clear engagement strategy in place, which is not only visually attractive and easy to read but also shows reflection on their previous strategy and is a clear progression." It goes on to say, "There are clear structures in place to deliver on their commitments and a 'Menu of Engagement' that offers a variety of options for tenants to get involved outlining the time required from individuals to do so."


In addition, the report identifies areas and opportunities for improvement, which will form an integral part of the Radius Tenant Engagement Strategy and process, ensuring continual improvement over the next three years.

The report went on to highlight, "There is clear evidence that TP is embedded into the culture of Radius, and there are many examples of tenants influencing decisions and making a change. Staff are keen and enthusiastic and see TP as a huge benefit to the organisation—more importantly, this comes from the top and is embraced by everyone we met."

Overall, the Assessors were impressed by the enthusiasm, commitment and understanding demonstrated by participants in the various focus groups. This not only brought the submitted documentation to life but also confirmed the effective implementation of the strategy throughout the organisation. They also recognised the organisation’s dedication to continuous learning and its openness to improving service delivery as needed.

Speaking about the Gold Accreditation, Loma Wilson, Radius Director of Communities said: "It is an incredible achievement for everyone at Radius to achieve Gold Accreditation, the first on the island of Ireland to attain this standard. When we first went through this process and were awarded silver level we took on board all of the recommendations and improvements suggested in the previous report and made a concerted effort to implement them. This effort has allowed up to bring real improvements to the services we bring to our tenants, and making our whole organisation work more efficiently with better outcomes for all.

"A huge collective effort has gone into this success and we wish to pay tribute to all the staff involved, and in particular Lesa Kelly and Ashleigh Mulgrave, who are dedicated to this aspect of our business on a day-to-day basis."

A key highlight from the report was the emphasis on providing adequate resources and support for Tenant Participation. This includes having two Tenant Engagement Officers and allocating a budget within each area housing team for small projects and initiatives that foster tenant engagement in Radius communities. Additional resources comprise targeted information leaflets, robust digital support and partnerships with other organisations to facilitate various events and initiatives.

The report also noted Radius's efforts in developing mechanisms, structures and scorecards that enable tenants to scrutinise and monitor landlord performance. It provides accessible, jargon-free reports and documents, including a Customer Performance Report that features a clear, simple coin graphic to illustrate spending, along with a supporting leaflet explaining service charges.