Being a better landlord
Commitment 5
Work collaboratively with residents and housing staff to explore lived realities of housing services
Lead
Housing Management and Housing Needs.
Our progress
Our Housing Management team is working with a group of residents to shape a new Resident Involvement Strategy. Our Housing Needs team is working through the bi-monthly Resident Reference Group using residents' actual experience across the borough.
Next steps
Housing Management is commissioning a piece of research to examine residents' and staff actual experience. This research will ensure we capture a detailed picture of residents’ stories.
When this will happen
We will consult on our draft Resident Involvement Strategy at the start of summer 2025. Our research piece will be completed by October 2025.
The Housing Needs annual customer service survey will be launched by the end of July 2025.
Commitment 6
Improve support for tenants, leaseholders and residents in temporary accommodation to make complaints
Lead
Housing Management, Housing Needs and Customer Access.
Our progress
Our complaints policy and procedure has been changed to reflect the requirements of the Housing Ombudsman's Complaints Code.
Next steps
Our promise has been incorporated into our review of complaints and issues of communication. Support for residents will be considered as part of the review. We will work with the Independent Advisory Panel to design the review.
When this will happen
The complaints review will be completed with recommendations put in place by 31 March 2026.
Commitment 7
Ensure impacts on social tenants and residents in temporary accommodation are considered in council decision making
Lead
Corporate Strategy.
Our progress
A safety impact assessment is now included with all key decisions and executive decisions.
Next steps
Internal Audit are currently reviewing the Equality Impact Assessment (EqIA) template as part of their broader equalities audit. We expect the future template to consider the impact on residents in social housing and temporary accommodation.
When this will happen
The Internal Audit report with recommendations is expected in mid-May 2025.
The draft audit report with recommendations will be be finalised in July 2025. A new draft Equality Impact Assessment will be presented to the Overview and Scrutiny Committee in October 2025.
Commitment 8
Build more effective working relationships between Housing and other departments
Lead
Cross-council.
Our progress
Housing has already worked to establish effective working relationships with teams across the council. Several high-level forums exist, including between Housing and Adult Social Care teams, and Housing and Communities teams.
We have established a cross-council board to respond to legislative changes. We will learn from Children’s Services, ASC and other departments’ experiences of legislative change and regulation.
Next steps
We will look at how we can build and maintain stronger bonds with other parts of the council.
When this will happen
Information will be added in a future update.