Southdown’s new involvement charter and strategy to centre client and tenant voice

At Southdown, our clients and tenants are at the heart of everything we do.

We know that the best services are built with, not just for, the people who use them. That’s why we’ve created a new Involvement Charter and a refreshed Client and Tenant Involvement Strategy. They are our promise to work with you, listen to you, and act on what you tell us.

This work builds on the National Housing Federation’s charter, which focuses on the Regulator for Social Housing’s Consumer Standards, and links in with our Beacon framework, the CQC’s Quality Statements, and our commitment to working in a psychologically-informed way, approach to support, which centres safety, belonging, learning, and choice.

These changes are part of our long-term commitment to making sure our clients and tenants have real influence at every level of Southdown, from individual support plans to organisation-wide decisions.

What our clients told us

Earlier this year, we took the commitment statements to clients and tenants through a series of involvement workshops. During these sessions, we explored whether people felt Southdown was already meeting the commitments, and if not, what could be improved.

Here’s what one client told us:

“This was a positive experience where I felt valued and heard. My opinions were respected and taken into account, and I felt like I belonged. Open discussion was encouraged.” – Sarah, mental health services client

Your feedback has helped us create a five-year action plan to build on what’s working, address what isn’t, and move from regular participation to true co-production.

What we’re doing

Our Working Together Charter outlines seven commitments that guide how we work with you. They are:

Relationships: Built on fairness, honesty, and transparency.
Communication: Timely, clear updates about what matters.
Voice and influence: Your views shape how services are designed and run.
Accountability: You help hold us to account on decisions that impact your services.
Quality: High standards for your home and services.
Equality, Diversity and Inclusion: Everyone is heard and valued, regardless of background or ability.
When things go wrong: Clear, supportive ways to get help.

We’ve also set out practical ways for clients and tenants to get involved. You can share feedback through surveys or informal check-ins, take part in focus groups or service improvement meetings, help shape staff training, join in recruitment processes, or contribute to the new Client and Tenant Voice Assembly.

You can view/download our Charter using the link below:

Client and tenant involvement strategy

Voice and influence is one of the key pillars of our Involvement charter. Our client and tenant involvement strategy outlines our approach to making sure you have a say in decisions that affect you.

In doing so, we are guided by four core objectives:

• Finding ways for you to actively contribute to service design and delivery
• Making sure sharing your views is accessible and convenient for you
• Creating opportunities for you to build skills, confidence, and self-advocacy
• Fostering a culture of mutual respect, collaboration, and continuous improvement

You can view/download the full document using the link below:

Get involved

We’re proud of the work we’ve started, but we know there’s more to do. Together, we can create services, and a community, that truly reflect the people they’re here to support.

If you are a Southdown client or tenant and wish to get involved, email us at: CT@southdown.org