Background and Challenges
Cairn Housing Association needed to overhaul its tenant engagement approach. While Scotland requires housing associations to have a resident engagement strategy, Cairn’s previous strategy - developed during the pandemic - was falling short. Initially designed with a focus on online engagement, it failed to meet the preferences of most tenants, who valued face-to-face interactions.
Adding to this challenge was Cairn’s growth through mergers – and they had a further merger on the horizon. The organisation now spanned a wide geographic area, from Inverness to the Central Belt (Edinburgh and Glasgow) with scattered properties across rural and urban locations. This created a significant challenge: how to maintain meaningful engagement with such a diverse and dispersed tenant base.
Cairn was keen for a fresh start and needed a tenant engagement strategy building from the ground up to ensure tenant voices were genuinely heard and acted upon.
Trueman Change Involvement
Trueman Change partnered with Cairn Housing Association to co-produce a robust and meaningful Tenant Engagement Strategy. Our approach was collaborative, evidence-based, and tailored to Cairn’s unique challenges.
Key activities included:
- Workshops with Frontline Staff: We facilitated sessions to identify the strengths and weaknesses of Cairn’s existing engagement approach.
- Best Practice Research: We explored successful engagement strategies across the UK, with a focus on Scotland, to identify existing innovative and effective methods.
- Resident Consultations: Through surveys, focus groups, workshops, and individual interviews, we engaged with over 130 tenants to gather insights into their experiences and expectations.
- Collaboration with Leadership: We worked closely with Cairn’s executive and project teams, ensuring alignment between frontline staff, senior managers, and strategic goals.
- Drafting and Refining the Strategy: Using the insights gathered, we developed a comprehensive Tenant Engagement Strategy, which was reviewed and refined through ongoing consultation with residents and staff.
Outcomes and Solutions
Cairn Housing Association now has a fully developed Tenant Engagement Strategy (2025–2030), ready for implementation.
Key outcomes include:
- A Co-Produced Strategy Rooted in Six Principles – The strategy is built around six foundational principles: transparency, accessibility, inclusivity, visibility, accountability, and responsiveness. These principles underpin a cultural shift in how Cairn listens, involves, and responds to tenants.
- Structured Engagement Framework – A clear mix of formal and informal engagement methods, from local walkabouts, drop-ins, and community events to the innovative Cairn Bus reaching rural tenants, ensures no community is left behind.
Tenant Voice Board – A new strategic group that will work directly with the Executive Team and Board, embedding tenant perspectives at the highest level of decision-making. - Tenant Housing Academy – An initiative to give tenants the skills, confidence, and knowledge to influence services, policies, and strategy effectively.
- Sustainable Delivery – A five-year budget plan aligned to the action plan, ensuring the strategy is not just aspirational but fully resourced and deliverable.
- Future-Proofing – The framework is designed to flex with Cairn’s growth, geographic spread, and changing tenant demographics, ensuring engagement remains meaningful and relevant in the years ahead.
This new strategy represents a significant step forward for Cairn, transforming their approach to tenant engagement and ensuring they are well-prepared for the challenges of their upcoming merger.
Added Value
Trueman Change’s contribution extended beyond the initial brief, delivering lasting value to Cairn. By engaging deeply with tenants and staff, we built trust and set the stage for a meaningful cultural transformation in how Cairn approaches engagement.
Our hands-on collaboration ensured the strategy was not only practical but also tailored to the unique needs and aspirations of Cairn’s diverse tenant community. Beyond this, we introduced impactful initiatives such as the Tenant Voice Board and Tenant Housing Academy, empowering tenants to take an active role in shaping their housing experience and fostering leadership within the community.
In addition to these initiatives, we provided comprehensive support in areas that exceeded expectations. This included delivering a detailed budget plan that offered Cairn a clear, actionable, and sustainable roadmap for implementation. We also facilitated workshops and training sessions to upskill staff and tenants, ensuring they were equipped to drive the strategy forward. Furthermore, we developed bespoke communication tools to enhance transparency and engagement, ensuring all stakeholders felt informed and involved throughout the process.
By going above and beyond, Trueman Change has helped Cairn not only implement a robust strategy but also build a foundation for lasting tenant involvement, trust, and ongoing organisational growth.
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