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The Chartered Institute of Housing is the independent voice for housing and the home of professional standards

Tenant participation using a community development approach


This practical course explores a range of approaches and techniques to develop effective practice in tenant and customer engagement. The aim of this course is to equip practitioners for action by providing the information and knowledge required to drive forward effective tenant engagement in your organisation.

The day will also feature a Challenge Session:

Participants should come prepared to discuss a present organisational challenge in relation to tenant engagement or tenant scrutiny. This focused discussion session will help practitioners prepare for implementing their approach to tenant engagement effectively.

To help prepare, think about tenant participation in your organisation. What’s working? What needs to change?

Leave with new ideas and renewed enthusiasm.

Learning Outcomes/objectives

By the end of this course you will be able to:

• Apply a community development approach to engage with tenants and residents to deliver results for the people and communities you serve

• Describe the value and importance of tenant engagement for housing organisations and communities

• Develop a business case for customer engagement, including Return on Investment for housing organisations and benefits for communities

• Define the skills, knowledge and behaviour required for developing tenant participation

• Explain the legal framework for tenants’ organisations and tenant participation in Scotland and describe the best solutions for compliance for your circumstances

• Plan a Community Development intervention in one of the communities where you work and create opportunities for participation for individual tenants

• Explain what tenant scrutiny is, how it differs from traditional tenant participation and how this links to the Scottish Social Housing Charter and Scottish Housing Regulator

• Prepare to implement your approach to tenant engagement effectively

Who should attend

Housing staff involved in tenant participation

Trainer Info

Jamie Ballantine

Jamie Ballantine is the Customer Engagement Manager at Maryhill Housing Association. MHA and the groups it supports have won awards for the work that they do in tenant participation. Jamie is involved in supporting people to achieve results for their community, as well as engaging with customers on a wide range of housing issues.

Jamie previously worked for the Tenant Participation Advisory Service for over 10 years, where he worked with Councils and Housing Associations throughout Scotland developing tenant participation. Prior to joining Maryhill, Jamie assisted tenants from 'hard to reach groups' to get involved in shaping national housing policy in particular the Scottish Social Housing Charter.

Jamie is a politics graduate, a qualified community worker and a chartered member of the Chartered Institute of Housing.

Dates & Locations

30 November 2017, Glasgow


Standard price - Full day - £260 + VAT

Member price - Full day - £235 + VAT

Contributing org. price - Full day - £210 + VAT

Booking Procedure

You can view our online booking procedure here.

Purchase Orders

Please note that if your organisation requires a purchase order number on the invoice, you MUST input this at the point of booking.

Terms and conditions

Please read our terms & conditions carefully before booking.



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