Tenant, Customer, or Resident? Why the Words We Use Matter
Monday 28th of April 2025
What’s in a name? Quite a lot, actually—especially in social housing. Whether you’re reading a policy document, chatting with your landlord, or joining a tenant panel, you’ll notice different labels being used for people who live in social housing: tenant, customer, resident—sometimes even service user or householder.
But these aren’t just words. They shape how people feel about their homes, their landlords, and their rights. There isn’t a right or wrong answer to this and people feel passionate about their own personal preferences but what do they all mean ?
Let’s break it down.
1. Tenant: A Term with Legal Roots
Pros:
- It’s clear and factual. A tenant is someone who holds a tenancy agreement and pays rent.
- It’s a term with legal power—it defines your rights and responsibilities.
- Many long-time residents identify strongly with the word “tenant.”
Cons:
- It can feel a bit cold or transactional.
- Some landlords worry it doesn’t reflect the full experience of living in a community or being part of shaping services.
2. Customer: Borrowed from the Business World
Pros:
- “Customer” implies choice, service, and a right to complain or demand better.
- It can push landlords to improve service delivery and focus on satisfaction.
- It’s popular in organisations trying to modernise or ‘professionalise’ their approach.
Cons:
- It doesn’t sit right with everyone. After all, tenants often don’t have much real choice—you can’t just switch landlords like you can switch supermarkets.
- It can reduce housing to a product instead of recognising it as a human right or public good.
3. Resident: A Broader, Community-Focused Term
Pros:
- “Resident” includes more people—not just those with a tenancy agreement, but family members, leaseholders, and those in temporary housing.
- It feels more holistic—you're not just someone paying rent, you’re someone living in a place, part of a neighbourhood.
Cons:
- It lacks the clarity of “tenant.” A resident might not have the same legal status or voice in housing matters.
- It can be too vague - especially when talking about rights and landlord accountability.
So... Which One Should We Use?
The answer might be: it depends.
In legal and policy discussions? “Tenant” makes the most sense.
When talking about service quality? “Customer” can work—but should be used carefully.
When focusing on community, inclusion, and neighbourhood life? “Resident” might feel more appropriate.
But the real key is: ask people how they want to be referred to. Language should reflect identity, not impose it.
Final Thought: Words Reflect Power
Whether you call yourself a tenant, a customer, or a resident—what matters most is that you’re listened to, respected, and empowered to shape the services and communities you’re part of.
Because no matter what the label is, your voice matters.