What the Regulator found
- We have very limited mechanisms in place at this time to ensure information about its tenants remains up to date
- Only able to provide limited evidence of how we tailor our services for our tenants
- Limited evidence that the council provides a range of relevant and accessible information for tenants about its landlord services
- Limited evidence that the council provides a range of relevant and accessible information for tenants about how it is performing
- No evidence that we keep our tenants informed when things go wrong
- We failed to follow our technical requirements for collecting its TSM data
- Limited meaningful opportunities for tenants to influence and scrutinise strategies, policies and services
- Limited options for tenants to participate in tenant led activities and opportunities
What were the problems caused by?
We have looked into why these failings happened and we found that we need to:
- Have a plan and approach to keeping residents informed
- Have a plan and approach for understanding residents’ needs and how we keep information updated
- Check how well we are doing at meeting residents’ needs
- Work with residents to design the information on our services and how to access them
- Improve how we share how we are doing and what we are doing to improve our services
- Design our resident involvement strategy with those it affects
What we have done so far
- Set out a new plan and approach to communicating with residents
- Carried out our tenant satisfaction surveys on time
- Set up a co-create page for our resident involvement strategy
- Set up a Resident Challenge Board so our tenants and leaseholders can scrutinise and monitor the delivery of our improvement plan
What we will do next
| What we will do | When we will do it by |
|---|---|
| Set out a new plan and approach to communicating with residents | Complete in Mar-25 |
| Set up a new Resident Challenge Board | Apr-25 |
| Carry out our tenant satisfaction surveys on time | Jun-25 |
| Co-produce a new resident involvement strategy | Sep-25 |
| Update our information on landlord services and make sure it is accessible | Oct-25 |
| Improve how we share performance reporting and information for residents | Nov-25 |
| Set out an approach for how we collect, use and keep resident data up to date | Dec-25 |
| Set out how we make sure services meet residents' needs and improve how we deliver them so residents are treated with fairness and respect | Dec-25 |
