Comment Available to Purchase

Derek Wells is a housing association tenant and board member (though quite rightly he refuses to be defined purely by these terms alone) and therefore has much experience of being at the receiving end of consultation exercises and satisfaction surveys. In this frank piece, Derek comments on the validity of the ‘tick‐box’ approach to consultation and calls on service providers to see beyond the ‘tenant’ label and to start appreciating and utilising the life experiences of their older customers.