There are plenty of reasons why housing providers are prioritising resident engagement right now: new regulations, rising complaints, sector reputation. But strip it all back, and the core reason remains the same: because it’s the right thing to do.
A home is not just a service. It’s a basic human need: a place of safety, growth, and belonging. It’s the foundation for everything else in life. So, when it comes to shaping how housing services are delivered, residents should be at the centre.
That’s why more and more providers are building or refreshing their Engagement Strategies. Whether you’re starting from scratch or updating what you already have, the key is making sure the strategy isn’t just about residents but that it’s built with them. The best results come when people feel heard, involved, and genuinely part of the process.
Start With What You Know and Then Build Together
Before diving into strategy design, check the data and local knowledge. What do we already know? What are the sticking points? What matters most to residents in this community?
Once that baseline is clear, it’s time to turn insight into action, and this is where Game of Homes comes in.
Game of Homes is a hands-on, interactive way to bring residents and colleagues together to shape something real. Residents bring expertise and a deep understanding of how services feel on the receiving end. Colleagues offer insight into how things work, what’s changing, and where the challenges lie.
Together, they co-design a strategy that’s grounded in reality, shaped by diverse perspectives, and built for impact.
And thanks to its gamified format, Game of Homes levels the playing field. Everyone has an equal voice, encouraging open conversation, and even creating a bit of fun along the way.
A Fresh Approach at Peaks and Plains
At Peaks and Plains, we used Game of Homes to take a fresh look at engagement through the lens of relationships. We asked: how can we build a relationship between residents and the organisation that’s open, honest, and built on trust?
Through collaborative discussions, three clear themes emerged (though plenty more ideas came to the surface too):
- Better communication – For both residents and colleagues. That meant more training internally, plus more options for residents to get in touch, stay informed, and feel included.
- Culture change – Making the resident experience the core of the organisation, including stronger resident representation in governance.
- Smarter use of data – Improving systems and processes to better understand and respond to resident needs, so people feel seen, heard, and supported.
As Rachel Marlsand, Customer Voice and Communications Manager, shared:
“This session helped us dig deep into what [an open and honest relationship] means in practice. It sparked meaningful conversations, fresh ideas, and real clarity on how we can evolve our customer voice and experience strategy.”
Want to Try It Yourself?
If you’re in the process of writing (or rewriting) your engagement strategy, Game of Homes could offer a fresh and inclusive way to get it right. It brings together insight, transparency, collaboration, and even a little fun, to help build strategies that actually work for the people they’re meant for.
Get in touch to find out how it could work for your organisation.
