- 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
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 said we will do |
Our target date |
What we have done so far (October 2025) |
|
Set out a new plan and approach to communicating with residents |
March 2025 |
A new Communications Plan has been set out and is being implemented |
|
Set up a new Resident Challenge Board |
April 2025 |
The Board has been set up and have met regularly since April. The board has issued 81 recommendations so far |
|
Carry out our tenant satisfaction surveys on time |
June 2025 |
The surveys were carried out and completed on time |
|
Co-produce a new Housing Resident Involvement Strategy |
September 2025 |
This has been completed with over 100 tenants and leaseholders involved |
|
Improve how we share performance reporting and information for residents |
November 2025 |
We have launched new webpages that include clear performance reporting. These will be reviewed when the new performance reporting framework is in place |
|
Set out an approach for how we collect, use and keep resident data up to date |
December 2025 |
6000 tenancy audits have taken place so far to ensure data is up to date An improved approach to managing resident data is being designed as planned |
|
Set out how we make sure services meet residents' needs and improve how we deliver them, so residents are treated with fairness and respect |
Original date: December 2025 New date: April 2026 |
In depth research has been completed to inform a new Diverse Needs Strategy We will launch a consultation on the strategy in January 2026 |
|
Update our information on landlord services and make sure it is accessible |
Original date: October 2025 New date: September 2026 |
This work commenced later than planned and the timeline has been updated |
