By Kelly Nash, ForHousing tenant 

I grew up as a tenant in Stockbridge Village in Knowsley and thirteen years ago, I was handed the keys to my own tenancy, just a few streets away from where I used to play.  

This place isn’t just where I live – it’s home. It’s where my roots are, where childhood memories were made, and where I’m making new ones with my own family.  

As a mum to four children, I know how important it is for tenants like me to feel safe, supported, and comfortable in our homes. To do that, we need to have a say in how things are run – to point out when things aren’t working, and to give credit when they are.  

That’s why three years ago, I became a member of ForHousing’s Customer Committee.  

The Customer Committee works with ForHousing to improve the services tenants receive by listening to our experiences and suggestions, so they can make real, positive changes.  

Since joining the Customer Committee, I’ve also become part of the People & Culture Committee, which looks at how ForHousing supports its staff and builds a positive working environment, which ultimately benefits tenants too.  

Being involved in these groups means I can help shape how things are done and make sure tenants’ voices, like mine, are heard where it really counts. 

It was through the committees that I first heard about the Together with Tenants Charter, which is a national initiative that aims to improve the relationship between tenants and social landlords like ForHousing. 

The Charter is a clear set of commitments that social landlords can make to their tenants, like being open and honest, treating tenants with respect, and making sure our voices influence decisions. 

It’s a way of holding landlords accountable and making sure tenants are genuinely involved. ForHousing is just one of many housing associations that are taking part in this campaign.  

As Year Two of the Charter comes to an end, it’s a good time to pause and look back on our progress so far and recognise where there’s still work to do.  

Over the past two years, the Charter has helped to build a stronger connection between tenants and landlords. It’s clear that ForHousing wants to listen, learn, and act on what matters to us as tenants. 

One of the biggest improvements I’ve noticed over the past year is how much easier communication with ForHousing has become. It’s never been this simple to get in touch or to receive support when you need it. 

The Customer Connect Hub is a great example. It’s quicker now to speak to staff and a lot easier to report any issues, so instead of feeling stuck and waiting around, we’re getting the help we need without any hassle or unnecessary delays.  

People I’ve spoken to in the community have noticed a real difference too. Conversations about the Hub feel more positive, and I think that’s because more tenants feel their voices are being heard. 

We’ve started seeing our feedback being used to make actual changes. For example, our rent letters are now clearer and easier to follow, which is a huge help when managing a busy household. 

We also get a regular newsletter, which is such a useful tool for keeping everyone informed and helping to direct people to support services.  

It’s those little changes that make a big difference in people’s day-to-day lives. The Charter is making sure tenants are not just seen but heard. 

There’s still work to be done, of course. One area where we’re focusing on is around how complaints are managed. From talking to my neighbours, I know this is an important issue for many in the community.  

It’s encouraging to see ForHousing taking steps to make the complaints process clearer and more transparent, especially online. It’s becoming easier to understand how to raise a complaint, where to go, what to expect, and how to follow up. But we’re going to keep pushing for this to get better.  

I’m also passionate about looking after the environment we live in and making our green spaces safer, cleaner, and more enjoyable for everyone, especially for the children growing up here.  

I’d love to see more opportunities for tenants to get involved with looking after and improving these spaces, whether it’s more clean-up days like The Big Green Day or joining in with gardening projects. 

I believe it’s important to give young people, particularly, the chance to make a positive impact in their neighbourhoods – it’s all about building a stronger, more connected community where everyone is proud of where they live.  

As we move into Year Three of the Charter, I’m looking forward to seeing even more progress, not just in how services are delivered, but in how we feel about the places we call home. 

If you’re thinking about getting involved with the Charter or any of ForHousing’s committees, or even just giving your feedback to ForHousing, I really encourage you to go for it.  

Even if you just want to learn more about how things work behind-the-scenes, it’s a great way to get involved and start sharing this knowledge with others. 

You quickly realise that your voice really does matter, and being listened to can lead to real, positive changes. The Charter has already made a difference, and with more tenants getting involved, I believe we can achieve even more together.