Wellingborough-based Greatwell Homes secures national accreditation for tenant engagement

The accreditation highlights excellence in customer engagement across housing providers and is the third time the organisation has been awarded the three-year quality mark, the first coming in 2020.

Tpas are England’s leading tenant engagement experts who support and promote tenant involvement and empowerment in social housing.

The accreditation aims to ensure landlords are actively involving their tenants in their services and ensuring the organisation remains accountable to the needs of customers.

The rigorous assessment process needed to secure the highly-respected award involved a range of checks, visits and interviews of Greatwell Homes staff and customers to evidence a culture of customer involvement that drives business improvements.

The organisation gained an overall assessment score of 90 per cent, significantly exceeding the accreditation threshold.

The assessors were particularly pleased with the positive culture, described as ‘happy, respectful and resident-focused’, with high levels of trust and influence, as well as an exemplary customer engagement structure with direct links to the Greatwell Homes board.

Having already been awarded the Tpas accreditation in 2020 and 2023, the Northamptonshire landlord last year strengthened its customer involvement offer by launching its customer assurance committee, formally integrating customers into the organisation’s governance structures.

Chris Holloway, executive director and regulatory consumer standards lead at Greatwell Homes, said: “I couldn’t be happier that Tpas has again awarded us their landlord accreditation.

"The quality mark recognises those organisations who put customers at the heart of what they do and that is something that drives us every

day.

“From our customer assembly, scrutiny groups and our new customer assurance committee to the range of informal ways for customers to get involved, we are committed to making sure our customers’ voices are heard and make a real difference to what we do.”

Pete Allington, Greatwell Homes customer and chairman of the customer assembly, said: “I am very pleased to see that Greatwell Homes has retained its Tpas Landlord Accreditation for a further three years.

“I saw first-hand how in-depth and thorough the Tpas assessors were, who observed our customer meetings and interviewed assembly members at length to understand our experience as customers and I am confident the accreditation is a fair and accurate reflection of Greatwell Homes and how we work.”

Jenny Osbourne, chief executive at Tpas, said: “We’re delighted that Greatwell Homes has successfully been accredited with Tpas.

"By completing the meticulous process to become an accredited housing organisation, Greatwell Homes has demonstrated their continuing commitment to the values we share and to improve tenant engagement.”

To find out more about options for getting involved, visit www.greatwellhomes.org.uk/get-involved.

Greatwell Homes is one of the largest housing associations in Northamptonshire, owning and managing more than 5,200 homes in Wellingborough, Kettering, Raunds and Northampton.