Five customers joined us at a focus group to better understand tenancy fraud and how it impacts housing associations and the people who are in most need.
Following a presentation, we asked for their feedback, opinions, and suggestions to enable us to review and revise our current tenancy fraud policy.
What happened next?
| You said | We did |
|---|---|
| You were not aware that tenancy fraud is an issue. Communities have become less familiar. Tenancy fraud is not always visible. |
We will discuss options with our marketing and communications team to raise awareness of tenancy fraud. |
| Reluctance to report for fear of repercussions. Would be willing to report low scale fraud, i.e. not dangerous criminal activity. |
We will advise that all reports of tenancy fraud are treated confidentially. This has been referred to our marketing and communications team for website review. |
| More information on types of tenancy fraud would be helpful. A list of FAQs would be useful. |
A FAQ sheet will be compiled and added to the website page. Agreed |
| There should be a link to the Policy both in the FAQs and on the introduction to the Reporting Form | We have asked for a link to the policy to be set up on the main web page. To be approved and updated |
| Use plain English to explain terms used when referring to tenancy fraud e.g. succession, right to remain, counter-tenancy approach. | Clear explanations will be included in the policy. Agreed |
| The policy needs a clearer explanation around the cost implication to Selwood Housing. | Clear details will be included in the policy. Agreed |
| Tenancy fraud is not easy to find on the website as the page has a different title. There needs to be consistency with the policy and website. | The website title will be changed to Tenancy Fraud in October 2024. Agreed |
| I understand Procedure is an entirely separate thing but perhaps a brief outline somewhere as to how Selwood will go forward with a report? | A brief explanation will be included in the updated policy. Agreed |
| The use of a powerful image on the website page would give a strong message. The image used in the presentation was very powerful. | The image used in the presentation has been added to the current website page. The marketing and communications team will review the main image in October 2024. Agreed |
Revised tenancy fraud policy to follow.
