£0.000

10

20

30

40

50

60

70

80

90

£50.00

Total spend on tenant involvmentper household per annum in 2006-07 (£)

Tena

nts’

satis

fact

ion

with

par

ticip

atio

nop

port

uniti

es in

200

6-07

(All

tena

nts)

(%)

£100.00 £150.00 £200.00 £250.00

Public relations

Managing risk

Performance indicatorsBetter

services Contractors’performance

Accountability DesignStaff/residents

relationship

Individual capacity building

Community capacitybuilding

Social capital

0 1 2 3 4 5 6

Involvement

Empowerment

Participation

Engagement

Residents

Tenants

Customers

Service users

Number of !eldwork sites using term

60

65

70

75

80

85

90

Tena

nts’

over

all s

atisf

actio

nw

ith th

eir l

andl

ord

(%)

1999

-00

2000

-01

2001

-02

2002

-03

2003

-04

2004

-05

2005

-06

2006

-07

2007

-08

2008

-09

10

00 10 20 30 40 50 60 70 80 90 100

20

30

40

50

60

70

80

90

100

Tenants’ satisfaction with overall landlord servicesin 2006/07 (all tenants) (%)

Tena

nts’

satis

fact

ion

with

par

ticip

atio

nop

port

uniti

es in

200

6/07

(all

tena

nts)

(%)

0

5

10

15

20

25

30

35

Tena

nts’

who

feel

that

thei

r lan

dlor

d do

es n

ot ta

ke th

eir v

iew

s int

o ac

coun

t (%

)

1994

-95

1997

-98

1999

-00

2000

-01

2001

-02

2002

-03

2003

-04

2004

-05

2005

-06

2006

-07

2007

-08

Tenants’ satisfaction with overall services (%)

Tena

nts’

satis

fact

ion

with

part

icip

atio

n op

port

uniti

es (%

)

68

54

4070 80

lowersatisfaction

highersatisfaction

18 to 24

25 to 39

40 to 54

55 to 64

65 plus

White

Black

Mixed

Asian or Chinese

90

A minority have developednew arrangements

Many are waiting for TenantExcellence Fund local standardspilot !ndings

Most are relying onexisting arangements