Get up close and personal with Arena Partnership - read the full story of our past, our present and our plans for the future.

3. The social housing sector has seen a
revolutionary change in the relationship
between tenants and landlords in the
last ten years.
This has meant changes to the way we
approach, manage, measure, evaluate
and report on engagement with our
tenants.
The evolving development of our
Tracker software and services over the
last ten years has mapped the history of
these changes, and will continue to do
so into the future.
2005
2008
2014

4. Tracker users
4
The Tracker software
originally developed in
response to the needs of
two social housing clients
and is now used by more
than 50 providers across
the UK.

6. 0
50
100
150
200
250
5 10 15 20 25 30 35 40 45 50 55 60 65 70 75 80 85 90 95 100
Hours
% of Tenant Population
Arena Partnership’s original Tracker software was developed to create
evidence for the Audit Commission’s Resident Involvement KLOEs. Simple
analysis and reporting tools enabled landlords to identify profiles and the
nature of participation.
A typical participation curve is shown below:
Gold (heavily involved
participants)
Silver (less involved
participants)
Bronze (not yet engaged)

7. Following the abolition of the Audit Commission, there was a period of limbo whilst
landlords considered why they were recording participation at all...
...happily most realised that it makes good business sense to expand engagement
with tenants, learning from their feedback, reducing costs, improving services and
providing effective support.

8. Communication
Participation
Feedback
OPTION: Support
Profiling
Initially even the most basic six-strand diversity information on tenants was
difficult to access. Now this is rarely the case and many more data fields
have been added, including tenants’ social and behavioural backgrounds,
preferences and needs.
Technology, and tenants’ access to it, has increased the number of
communication methods between tenants and landlords. Tracker began by
storing addresses; it now holds phone numbers, e-mail addresses and
mobile phone numbers. Texting is currently a major communication
channel, as well as social media.
The Participation module allows landlords to record, quantify and analyse
residents’ participation activities for greater insight into where resources
should be focussed to achieve the most effective impact for both the
housing provider and the tenant.
Ten years ago, the STATUS survey was all about evidencing how well the
landlord was performing in the eyes of the tenant, and ranking this
performance against others in the sector. Today, TP Tracker™ has a wide
range of functionality allowing management of all survey programmes using
different methodologies, all linking to the Tracker database.
This is the most recent area of development for TP Tracker™; we are
seeing a move from simple ‘programme management’ towards the
evaluation of the impact that programmes have on individual clients and the
community.
Today’s TP Tracker™ links all types of tenant
engagement into a single set of integrated tools:

9. Future developments may include:
Preference-driven communications systems
A reappraisal by the sector of recognition and rewards as a
means of both encouraging engagement and thanking tenants
A tenant interface to TP Tracker™
Support of a wider range of digital-engagement opportunities