How to … Carry out an effective consultation

GOOD Consultations can benefit everybody. Too much consultation is done simply to put a tick in a box on some document or other. Don’t just do it because you have to – use it wisely.

Consult residents over what matters to them and don’t jump to conclusions. Listen and communicate well: it’s a chance to build understanding and lasting relationships.

Power for the people
Real resident empowerment is important: it isn’t enough to just consult. Here at Westminster, we have a very successful housing panel and independent resident federation, but the board arrangements set up as part of our new arm’s-length management company, CityWest Homes, will take this to a new level.

The fact that residents are sitting at the table making decisions with Council and Independent members is already starting to influence our policy. This will have a powerful impact on resident consultation in the future.

Residents need to be able to influence policy rather then react to policies that have already been set.

We build our consultation on the issues in our business plan that residents want to be involved with.

These can range from our decent homes programme to allocations policies and rent restructuring.

Positive publicity
Most of the time, resident consultation by its very nature emphasises the negative aspects of service delivery.

Residents need to be able to influence policy rather than merely react to policies that have already been set

Instead, it is important to focus on what can be achieved by working with residents and not be afraid to advertise and celebrate success.

Potential pitfalls
Lack of trust, cynicism and resistance to change are the main problems – and that’s just the housing officers! Widening out consultation to ensure involvement from hard-to-reach groups is a real challenge.

It takes a lot of hard work and the use of a variety of techniques: newsletters, focus groups, single-issue meetings and so on.

Communication can be an issue: try to avoid using confusing acronyms, technical jargon or TLAs (three-letter abbreviations). But it’s important not to patronise residents with over-detailed explanations.

Technique
Plenty of alcohol can break the ice in discussions; group hangovers are bonding. Other than that, give residents a real involvement in something important to them so that they can see the resulting benefit from their involvement.

Remember that residents are there because they have something they want to contribute or sort out. Don’t make them work to your agenda.

The most under-used consultation technique is simple bravery. Resident consultation is at its best when tackling difficult issues.