What is Tenant Assurance Panel?
The Tenant Assurance Panel (TAP) is an independent, resident-focused advisory and scrutiny group at Broadland Housing. TAP ensures that residents views are central to decision-making and service improvements, giving residents a real voice in shaping the services they receive.
What does TAP do?
- monitors key performance indicators (KPIs) for customer services, tenancy support, repairs, maintenance, empty homes, complaints, and value for money.
- conducts service reviews, sometimes including site inspections and presents findings and recommendations to the Board.
- members may participate in Stage Two Complaint Panel hearings alongside Board and Executive Team members
- review the Tenant Perception Survey results
How TAP Operates
- meetings are held bi-monthly (minimum four per year), in person or via Teams
- agendas and supporting documents are issued seven days prior to meeting
Working with the Board
- report findings and improvement plans from the scrutiny reviews to board
- annually review Broadland’s performance on Consumer Standards, Customer Charter, ombudsman complaints, and resident engagement plans and report their findings and recommendations
Message from Jenny Watson, BHA Chair:
“The Board highly values the independent scrutiny and insights provided by the TAP. TAP’s input is essential to our governance and planning, and is one of the ways we ensure that the resident voice remains central to Board decisions. The recommendations and feedback from TAP have a direct effect on service improvements, and the Board is dedicated to working together to achieve positive outcomes for all residents.”
What’s in it for you?
- TAP members receive £50 per month (via direct debit or shopping voucher) as recognition for their contribution
- IT equipment
- An induction programme
- Any training that you may need
- Attendance at conferences
The TAP full terms of reference.
What have the TAP been working on?
The latest report to Board from September 2025
Customer Journey Workshops
The customer journey workshops have now been completed. TAP have now put together the action plan and this has been to Board. TAP will be monitoring the action plan closely at their quarterly meetings.
Thank you to everyone who came along and gave valuable feedback.
Complaints Workshops
The complaints workshops finished in November 2025. The TAP are currently reviewing the feedback from fellow residents and putting together their recommendations for the Board.
Interested in joining or learning more?
Contact Laura Baldock to learn how you can get involved in the TAP.
Stay tuned on this page and in Door to Door magazine for the latest news and updates.