The National Tenant Engagement Conference for Wales, which is run by tenant engagement body, TPAS Cymru, took place in November.
The conference is designed to enable customers, staff, and decision makers to find out about and discuss the latest housing and community big issues, learn from good practice, and explore ideas and solutions.
Having won a TPAS Cymru Good Practice Award for their approach to scrutinising our services, our Scrutiny Panel were invited to share their work at the conference.
Accompanied by our Customer Engagement Officer Michelle, customers Julian and Sean bravely volunteered to present at the event, an exciting and yet daunting prospect.
Of the experience Julian said: “I was nervous as it was my first time at a conference and talking at a workshop, but everyone was so welcoming. Lots of laughs at our workshop made it a little easier for me as my first language isn’t English.”
Julian, Sean, and Michelle took conference attendees through the various ways customers are involved in our decision making. From ‘mystery shoppers’ to our new Physical Adaptations Panel, our customer engagement offer is designed to ensure the customer voice is central to how we work.
As well as sharing their own experiences and the activities taking place at Hafod, the team were able to attend a variety of talks, a great way to expand their knowledge and pick up new ideas.
Sean shares: “This is my first TPAS event other than online and I really enjoyed it. The workshops were interesting and useful to get ideas from others, it highlighted that Hafod is doing lots of things to help tenants.
“I really enjoyed talking at our workshop… The attendees were friendly and asked lots of questions which showed they were listening and interested in what we had to say.”
Having successfully taken part in their first conference, the Scrutiny Panel are now making plans for 2024, they are identifying their topics for the year ahead and reviewing their Terms of Reference.
Michelle McGregor, Customer Engagement Officer, said: “We’re delighted that Sean and Julian were invited to speak at the TPAS conference. Their insight and input as part of the Scrutiny Panel has been extremely valuable. The dynamic duo did a great job!
“By getting involved with Hafod, customers can influence what is happening in their homes and communities. If you’re interested in sharing your feedback or would like to know more about the opportunities on offer, please do get in touch!”
Our Scrutiny Panel is made up of volunteer customers and plays a key role in helping to improve our services. The Panel meet regularly to review performance and make recommendations to ensure our customers have a voice. If you would like to find out more about our Scrutiny Panel, or to take part in any of our other Get Involved opportunities, please email Michelle via getinvolved@hafod.org.uk.