Statement of tenant engagement
Page updated on: 10/12/2025
This statement explains how we will fulfil our duties to consult with tenants (known as contract holders under the Act), as outlined in the Renting Homes (Wales) Act (2016), section 234 (Consultation Arrangements) and section 235 (Statement of Consultation Arrangements).
Our tenant commitment explains how we will fulfil these duties to consult with you. We have to ensure that you as tenants are made aware of any changes, we are planning to the way we manage your home. We must also give you a reasonable amount of time to give us your feedback on any changes, before providing an update on the final plans agreed.
Vision and key drivers
The Estate and Tenancy Management offer’s vision is to provide a more accessible, visible, proactive, and effective Housing Management Service.
We need to ensure that we can provide a service that will enable our tenants to sustain their tenancies and enjoy their communities by improving how and where they live. A consistent increased focus on appropriate enforcement action against our tenants will ensure that we continue to protect tenants, residents, and our homes where tenants breach their terms and conditions regardless of the support provided.
There are numerous key drivers behind the development of this vision:
| Driver | Context |
|---|---|
| Accessibility and visibility | Greater communication and visibility on estates. Tenants and residents have greater access to speak to officers and have a more presence on estates. |
| Proactive and preventative approach | Greater understanding of the needs and what is important to our tenants. Preventing cases getting to crisis point by carrying out more proactive tenant engagement and estate improvements. Reducing strain and resources on all services by having a more planned approach. |
| Tenancy sustainability | Supporting all our tenants with the increased cost of living by targeting income maximisation for tenants and their families by way of advice and practical help to managing and reducing overall household debt and improving quality of life.
Supporting tenants in the next transition to Universal Credit which carries a higher risk than the first phase of the role out of UC and will affect 3500 tenants. Having the ability and time to manage this effectively will increase revenue and minimise debt. |
| Member engagement | By creating an accessible, proactive service we can work closely with members to reduce enquiries, increase engagement and to educate. |
| Maximising Income to the authority and reducing cost | Focus on all debt owed to the authority by prevention and recovery of current and former tenant arrears.
Reducing cost in clearance of properties, gardens, and estates. Assisting in reducing void costs and repairs. |
| Managing complex and chaotic tenancies | Identifying the most vulnerable of our tenants with complex needs and provide ongoing, bespoke, and non-time restricted support and finding long term solutions. |
| Tenant Satisfaction | With increased visibility and accessibility, a more preventative approach but also having the capacity to manage and resolve what is important to tenants. |
| Coordinated and consistent approach | Develop a service for complex cases which needs a multi team approach and create a bespoke support service that suits the needs of individuals which is not time constrained. |
| A more resilient service | Provide greater depth of resources to deal with the demands of the teams and be in a better position to deal with emerging challenges linked to the internal and external influences such as cost of living and aging work force. Through better succession and progression planning we can develop a service that’s adaptable and flexible to the environment. |
| Enforcement | To carry out enforcement action on tenants who continuously or seriously breach their conditions. |
Our approach to tenant involvement
We are committed to hearing your views when we plan our services, and feedback from tenants is vital so that we can improve services to you.
Ways to be involved
- Informed - We want to improve services, homes and estates whilst working in partnership with you. it is important that we keep you informed on what we are doing.
- Engage - Provide a range of participation methods of engagement. We will use appropriate ways of communicating with you and develop flexible methods where you can choose to become involved as little or as often as they like.
We want to work with you and have your ideas and feedback on:
- Service to you like repairs or estate improvements
- Future plans and priorities
- Planned improvement to your home
How we keep tenants informed
We share information on our services through our social media (Facebook, X (formerly Twitter), Council website, as well as our monthly e-newsletter.
How we encourage and enable our tenants to have a say:
Our tenants are asked how they wish to have their voice heard and our engagement approaches are varied and targeted accordingly. We send topic specific surveys via our monthly tenant newsletter, as well as targeting tenants who have accessed our services for information on how satisfied they were and how we could improve next time. This ranges from our housing management services to repairs and maintenance.
We also conduct tenant satisfaction surveys (STAR Survey) with tenants every two years in accordance with Welsh Government guidance.
How we enable our tenants to get involved
For more information on how tenant consultation and engagement take place at Carmarthenshire please contact us on …
Email: communitymatters@carmarthenshire.gov.uk
