Introduction
This section focuses on how to begin a dialogue with tenants in a neighbourhood, starting the engagement process and moving on to making a basic ‘offer’ to help build trust. The section is divided into two parts, plus self-assessment questionnaire at the end:
- Beginning a dialogue with tenants
- Building trust and making the ‘offer’
- Self-assessment questionnaire
Tips
- The provider must acknowledge communication gaps and commit to transparency in the future.
- Providers can use history and the arts, rooted in respect for the place, to build bridges. Share and tell stories
- Providers should offer something to begin the process: ‘trust is the currency of engagement’.
Beginning a dialogue
Dialogue with tenants is essential. Placemaking project case study participants stressed the need to begin that dialogue at a very basic human level.
They had put in the time and resources for ‘slow work’– team members going on to the estate to talk with each tenant and household individually. Many found that communicating via leaflets, emails and other written materials, or calling people to a meeting, did not succeed in fostering the engagement that is vital to placemaking.
Tenants stress three key words: trust, respect, communication.
Dialogue with tenants: a quick checklist
The Placemaking project sets out here five quick questions to help community housing providers gauge whether they are asking the right questions of themselves when approaching dialogue with tenants. The questions should help providers to check whether they are doing all they can in the early stages of placemaking.
Building Trust
Generally, although the discussion is purposeful, there is no fixed agenda, it is more a case of getting to know each other and to build the foundations of trust.
The visits allow tenants to talk about whatever they want: problems on the estate, or problems they are having in their lives, and what things they want to be different.
This respectful dialogue is particularly important in areas where providers are working with Aboriginal community elders and other diverse communities to find out their priorities.
It is important to acknowledge that interactions with various agencies may not always have been positive and to be aware of the history of the community, particularly regarding previous placemaking or community engagement initiatives.
Trust and building the offer: a quick checklist
Here are five quick questions to help community housing providers gauge whether they are asking the right questions of themselves when considering their ‘offer’ to tenants. The questions should help providers to check whether they are doing all they can in the early stages of placemaking.
Resources
Aboriginal Engagement in Placemaking
This guide aims to support stakeholders in engaging effectively with Aboriginal communities by ensuring cultural safety, respect and inclusiveness in placemaking initiatives.
Apology Guide
Even the best social landlords will sometimes get things wrong and receive complaints 3 the important thing is to put them right and learn from the mistakes.
De-Identified Safety Audit
An overview of the methodology that was used by Southern Cross housing to conduct a community safety audit to reduce the likelihood of criminal activity in and around the complexes.
Estate Inspection
Estate inspections are a great opportunity for organisations and residents to get to know each other and work together to get things done.
External Estate Inspection Record
This is an estate inspection worksheet that was used at by UK housing association estates and that’s related to the de-identified safety inspection report to in the related resource.
Placemaking Literature Review
This is a summary of all the research and sources that were used over the course of this program.
Resident Involvement in Complaints
This guide sets out the different ways that landlords can use the insight and first-hand experience of their residents when designing and operating compliant procedures.
Stage 2 Self-Assessment
This is a template which you can use to manage your community’s assessment for Stage 2 Engagement placemaking practices and track your improvement.
What is a Complaint
It seems a simple question, yet many social housing staff and residents struggle with the definition of a complaint and the difference between complaints and service requests.
Case Studies
CHL West Kempsey NSW AU
CHL has been working closely with the West Kempsey community over the last four years to arrest a decline in social conditions on the estate, and provide a better future.Clúid St Marys IE
There was a time not so long ago when even social workers were reluctant to visit St Mary’s Mansions. But residents saw a different picture. They were fiercely proud of their estate.Argyll Estate NSW
Mission Australia Housing (MAH) assumed social housing management responsibility of the community housing in the Argyll Estate at a difficult time in its history.
West Kempsey Estate, Kempsey, NSW
CHL (Community Housing Ltd) has been working closely with the West Kempsey community over the last four years to arrest a decline in social conditions on the estate, and provide a better future.
Placemaking is more likely to be successful when:
- It is truly locally led – residents set priorities and co-produce solutions
- Trust and confidence have been built – but building trust takes time and requires results, so providers must deliver on what they promise
- Agencies get the basics right (and continue to do so)
- The process is based on and respects residents’ sense of place, history
and culture - Communications are clear, frequent and repeated, planned
strategically and take account of all tenants’ needs - Providers should create platforms for people to engage with each other
- Contributes to tackling entrenched disadvantage.
