Resident engagement strategy 2026 - 2029

Resident Engagement Strategy 2026–2029 

Foreword from the Elected Mayor

Listening is at the heart of everything we do in North Tyneside.  It is a commitment to the people we serve. Whether it’s shaping local services, setting priorities, or responding to challenges, the voices of our residents guide us every step of the way. They are embedded into our organisation’s values and are reflected across everything the Council does. 

This Resident Engagement Strategy sets out how we will continue to listen, involve and work alongside our communities over the next four years. It builds on strong foundations and reflects our ambition to make North Tyneside an even better place to live, work and visit.

We know that the best ideas often come from those with lived experience, with passion and knowledge of their communities.

The young people shaping their futures, the carers, the business owners, the volunteers, the elderly residents, and the neighbours who look out for one another. That’s why this strategy is so important. It ensures that everyone, regardless of background or circumstance, can be heard and can influence the decisions that affect their lives.

We are proud of the progress we’ve made, but we are not standing still. This strategy is a living document, one we will review and refresh regularly to make sure it remains relevant, inclusive and effective. It aligns with our Council Plan and our Customer Promise, and it works alongside our Tenant and Business Engagement Strategies to ensure that every voice counts.

As your Elected Mayor, I am committed to a North Tyneside where engagement is not a one-off event, but a continuous conversation. A borough where people feel included, empowered and informed. 

Together, we will build stronger communities, deliver better services, and shape a future that reflects the hopes and aspirations of all our residents.

Thank you for being part of that journey.


Why we are sharing this strategy

‘We Listen’ is one of North Tyneside Council’s core values, it underpins everything the Council does and means that our residents, businesses, communities and partners shape the services we deliver. 

It is one of the most important things North Tyneside Council does. The views, hopes and aspirations of those we serve matter and help to make North Tyneside a great place to live, work, and visit.

This strategy explains how we will continue to listen, involve and work alongside residents. It supports the ambitions in the new Council Plan for an even better North Tyneside and is an essential part of how we meet the standards set out in the Customer Promise.

We will review this strategy every year to make sure it stays relevant, inclusive and works for our communities. 

It aligns with our Tenant Engagement Strategy and Business Engagement Strategy, which work together and detail all the ways people who live, work, and visit North Tyneside can have their say.

 

Who we serve 

North Tyneside is home to more than 200,000 residents across 20 electoral wards, our communities are home to a wide range of ages, backgrounds experiences, cultures and ambitions.

The council delivers thousands of services each year — from schools, housing and social care, to waste collection, transport and regenerating our towns and villages. We deliver community safety, highways programmes and work closely with our regional colleagues to bring opportunities for all our residents.

This list isn’t exhaustive, there is at least one Council service that every individual in our Borough will encounter every day, and it is important that their voices shape these services. 

National legislation, including the Local Government and Public Involvement in Health Act 2007, the Localism Act 2011, and the English Devolution and Community Empowerment Bill 2025, require councils to consult, involve, and empower their communities. This strategy describes how North Tyneside Council will meet and exceed those expectations.

 

What we want to achieve

Our vision is simple; residents are included, empowered and informed, through open, meaningful and accessible engagement. We are committed to listening, and to acting on what residents tell us – using their feedback to shape decisions, improve services and strengthen trust.

Through this strategy we aim to:

  • Ensure everyone can share their views easily and confidently on the issues that matter to them.
  • Work together with residents to improve local services.
  • Support communities to participate and influence wider decisions and priorities.
  • Keep learning from feedback and continuously improve how we engage.

 

The principles that guide our approach

We will follow a clear set of principles to make sure all engagement is fair, open and respectful.

  • Inclusive – everyone has the opportunity to take part.
  • Accessible – we remove barriers to participation and offer support where needed.
  • Transparent – we explain why we are asking for views and how we will use them.
  • Respectful – every opinion is listened to and valued.
  • Accountable – we share results and explain what has changed. 
  • Collaborative – we work alongside residents, partners, and communities.

We follow the national Gunning Principles, which ensure engagement happens at the right time, provides enough information, allows sufficient time for responses and considers all views fairly before decisions are made.

 

Our engagement standards

To ensure our engagement is meaningful, inclusive and effective, we commit to the following standards:

  1. Engage early:  We will involve residents, service users and stakeholders at the earliest and most appropriate stage, so their views can shape ideas and decisions. 
  2. Clear purpose: Every engagement activity will have a clear purpose. We will explain what we are seeking views on and why involvement matters.
  3. Full information: We will provide all relevant information that is available and legally permissible, so everyone can participate fully and make informed contributions. If information is missing, we will work quickly to provide it where appropriate. 
  4. A range of opportunities: We will offer a variety of ways for people to get involved, so individuals can choose the method that suits them. This includes making documents available in a range of accessible formats.
  5. Seek out voices: We will actively reach out to all sections of our community, with a particular focus on including those whose voices are heard less often. 
  6. Time and support: We will give sufficient notice about engagement opportunities and offer support—such as information, training or covering reasonable expenses—so everyone can take part.
  7. Feedback: After each engagement activity, we will share feedback with participants, explaining what has happened as a result and how their input has influenced decisions.

 

How we engage 

We recognise that engagement can happen in different ways depending on the purpose.

These levels ensure that engagement is proportionate, purposeful, and meaningful.

 

How residents can share their views

Whether taking part in a consultation or getting in touch to share views on a particular topic, there are a range of accessible ways to do this.

The most appropriate options and channels will be selected depending on the audience, but there will remain a focus on accessible opportunities built on the principles already outlined.

All responses to consultations will be dealt with in accordance with the council’s privacy statement.

 

Who we’ll work with

Effective engagement relies on strong partnership. Lasting change happens when residents, communities and organisations work together.

We will continue to:

  • Involve residents early when developing ideas and plans.
  • Work with our partners which includes schools, the NHS, police, housing providers, local businesses and the voluntary and community sector, and
  • Share good practice and learn from other councils and community networks.

Everyone in North Tyneside will play a part, including:

  • Residents of all ages and backgrounds.
  • Children, young people, individuals and families.
  • Council tenants and leaseholders.
  • Businesses and local organisations.
  • Voluntary and community groups.
  • People with disabilities, carers and those with lived experience of key issues.

Ongoing engagement opportunities include:

 

How we will do it

We are committed to making engagement straightforward, inclusive and transparent. To achieve this, we will:

  • Provide different ways for residents to share their views — online, in person and through written or telephone contact.
  • Address digital barriers by providing accessible printed materials
  • Make every opportunity to take part as accessible as possible, removing barriers where they exist.
  • Be clear about why we are asking for feedback and how we will use it.
  • Report back on what has changed as a result of engagement.

 

Our key objectives (2026-2029)

Objective

What this means

How we’ll measure success

Examples of activity

1. Expanding opportunities to get involved

Give residents more ways to share their views in a way that suits them.

Number and variety of engagement activities; increased participation levels across service areas.

Utilising engagement platform features, targeted community outreach

2. Raising awareness

Ensure residents know when and how they can take part.

Communication reach (e.g., website visits, newsletter engagement, event attendance).

Working closely with the voluntary and community sector to reach more people

3. Linking engagement to decisions

Show clearly how resident feedback influences outcomes.

Number of “You Said, We Did” updates; examples of decisions or services changed as a result.

You Said We Did updates published regularly both online and in print

4. High quality engagement

Review and learn from engagement each year to strengthen our approach.

Annual Engagement Report produced; learning shared through the Steering Group.

Resident feedback surveys, staff training, peer review

 

Measuring and reporting progress

To ensure our approach is effective, we will:

  • Track how many people take part in engagement activities.
  • Monitor participation across different demographics to ensure engagement reflects the diversity of North Tyneside.
  • Ask residents for feedback on their experience of taking part.
  • Provide “You Said, We Did” updates to show how engagement has influenced decisions and improved services, including explanations where changes cannot be made.
  • Establish a Steering Group with senior representatives from each service area to oversee engagement activity, share learning, and ensure consistent standards are applied across the Council.

 

We will share updates through:

  • An Annual Resident Engagement Report
  • The Annual Tenants Report
  • Regular “You Said, We Did” updates in community hubs and online
  • The council’s social media channels
  • The Our North Tyneside digital newsletter and printed magazine

When this will happen

The strategy covers a three-year period from 2026 to 2029.

  • In 2026 and 2027, we will build strong foundations by introducing consistent engagement standards and clear information for residents.
  • During 2027 and 2028, we will broaden participation by reaching underrepresented groups and making engagement more visible in every community.
  • In 2029, we will review progress, gather feedback from residents and partners, and refresh the strategy to prepare for the next period.

Each year we will review activity and publish updates so residents can see what has been achieved.

 

What success will look like

By 2029, we want to see:

  • Engagement activities are coordinated across all service areas through a steering group, resulting in a consistent and joined-up approach council-wide.
  • Engagement opportunities reaching a wide range of people and communities.
  • Resident satisfaction with opportunities to be heard increases year-on-year.
  • More residents feeling that their voice makes a difference.
  • Greater confidence in the council and how decisions are made.
  • Clear evidence of how feedback has shaped services and priorities.

 

How to get this information in other formats

We want this strategy to be accessible to everyone. Please contact us if you need it in another format.

How to get involved