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What does tenant influence in governance look like in practice?
What does it mean for tenants to have real influence over the decisions and governance structures that shape their homes, and how can organisations ensure that resident insight, including complaints, is driving strategic change rather than sitting at the margins? This panel will explore how effective governance frameworks embed tenant voice as a core line of assurance, strengthening oversight across safety, asset investment and service quality. Panellists will examine how complaints can be elevated from an operational issue to a vital governance tool, providing early warning of risk, informing board challenge and improving decision making. Drawing on practical experience, the session will consider models for meaningful tenant involvement, from resident board membership to transparent feedback loops that demonstrate learning and accountability, focussing on how housing providers can move beyond tokenism to governance systems where complaints and resident insight directly shape strategy, build trust and support long term organisational resilience.