The report draws on frontline case studies and data from across the NFA membership. 

NFA Board Chair Sarita Rehman-Wall welcomed the report. “Social housing tenants are rarely in a position to take their ‘custom’ elsewhere if they are unhappy with the service they receive,” she said.

“However, I hope that we have all finally learned that this is no justification for not giving tenants the rights and respect automatically offered to customers in every other business sector.

“This is why ALMOs have for more than two decades encouraged tenants to take up positions on boards, scrutiny panels and tenants’ associations. I am myself a social housing tenant who took the opportunity offered by my ALMO landlord to get involved and it has been a transformational experience.

“It’s one I encourage all my fellow tenants to try for themselves. The ALMO advantage puts us among the lucky few who are invited by our landlords to enter into partnership with them.

“This excellent report shows not only how it’s done, but also the many, many benefits the collaboration brings.”