6. Tenant engagement

6.1 A customer focus group took place on 3 October 2025 to review a draft of the policy and help shape its further development. The group were very positive about the draft policy and made suggestions around communication and overcoming barriers to seeking support.

6.2 Feedback from the Rent and Income and Advice and Support Satisfaction Survey is gathered from customers who have interacted with the service. The responses can influence our way of working.

6.3 Same-sex interviews: Customers may request interviews with staff of the same sex, where appropriate and feasible.

6.4 Face-to-face interviews: Available upon request to support those who prefer or require in-person engagement.

6.5 Interpreter services: Interpreters will be provided for customers who require language support.

6.6 Support for customers with carers or family representatives: Where a tenant relies on a carer or family member to manage financial matters, that individual can be recognised as the primary point of contact, with appropriate consent.

6.7 Digital inclusion: Alternative communication and service access methods will be provided for customers who are not online.

6.8 Accessible formats: Information will be made available in large print or other accessible formats upon request.