The basis of our new Tenant Involvement Strategy, introduced at the end of 2004, was to give tenants a variety of ways to interact with staff, and to influence or become involved in decision-making.

We had listened to what had come out of the KWEST 2004 tenant survey, and had studied good practice in the sector. This told us that formal systems, traditional 'Tenants' Associations', and the like, were no longer the best ways forward. Direct communication and more informal means of keeping in touch were the future.

The latest tenant survey, carried out in the Summer 2006 by PH Research, again confirmed that tenants consider that direct communication was still the best way forward. So, as the backbone to the "iN-business: iN-touch" strategy, we developed a 'Menu Card' of options. This illustrated (literally) a whole new array of ways tenants can interact with us.

The first annual "Impact Assessment" checked how effective this new approach had been, and changes were made, with some options dropped and new options included. This second "Impact Assessment" both revisits the 'Menu Card', and reflects the results of the 2006 Tenant Survey and other activities during the year.