During June to October 2024, we engaged with residents to gather their views on policies we were reviewing in order to deliver a high-quality landlord service and meet the social housing regulator's consumer standards.
The policies we reviewed were:
- Aids and Adaptations Policy
- Repairs Policy
- Supporting our Residents Policy
- Tenancy Policy
We held two events on 11 and 16 September 2024, promoted to all residents via text message, email, newsletter and posters on estate notice boards. The events were attended by a combined 49 residents, alongside Cllr Frances Umeh, Cabinet Member for Housing and Homelessness, and housing officers, who were able to take forward any additional feedback from residents.
We also discussed the Supporting Our Residents Policy and the Aids and Adaptations Policy at the following forums:
- Disabled Persons Housing Strategic Group 18 June 2024 and 10 July 2024
- Housing Residents Forum 16 July 2024
- Sheltered Housing Forum 9 July 2024 and 10 September 2024
For those residents who were unable to join us in person, they were able to provide feedback on the policies via email or telephone.
We also reviewed and discussed the repairs policy with the Fire, Building Safety and Repairs Working Group on 19 September 2024.
Most residents attended to discuss the repairs policy, followed by the tenancy policy. 17 residents expressed an interest in future involvement following the event.
What tenants told us
We received a range of views that helps the council take a resident focused approach to delivering and improving what we deliver for our residents. We also receive feedback through satisfaction surveys, complaints and other established resident forums and groups, which has also informed the development of these policies.
Feedback highlighted areas of strength and areas for improvement, as well as identifying parts of the policies that required further clarification and additional points to be included.
Some key overall feedback we received is:
- Clear and accessible information
Tenants emphasised the need for clear information on how to contact the council and who their housing officer is. Some mentioned having to go to councillors because they weren't aware of other contact methods.
- Building trust
Tenants said there is a lack of trust with the housing department, the council, or public services, particularly where they have had negative experiences. This lack of trust can prevent tenants from seeking the services and support they need, and we need to work to rebuild trust.
- Ongoing staff training
Tenants highlighted the importance of ongoing training for housing staff, including disability awareness, and understanding tenants' lived experiences.
- Preferred communication methods
Tenants prefer receiving updates about local events, Tenant Residents Association meetings, surgeries, and drop-ins via text messages.
- Accessible formats
Information on policies should be available in accessible formats to ensure everyone can understand and use it.
Acting on feedback
Following the sessions, we have made a few changes to the policies to ensure they are clear, accessible and meet our tenants needs. Here are some of the changes that have been made.
Repairs Policy
Feedback
The repairs policy should include how we handle repairs and maintenance for adaptations.
What we did
Added a section titled "Repairs to adaptations" in Section 4 of the policy.
Damp and Mould Policy
Feedback
Tenants are expected to contact neighbouring flats to identify the source of a leak, but they feel someone qualified needs to visit neighbouring flats so they can correctly identify what's causing the leak.
What we did
This has now been addressed in the Damp and Mould Policy, which now states under section 6: "The council shall investigate and determine the cause of damp, mould and condensation and carry out remedial repairs and actions in accordance with the tenancy agreement".
Tenancy Policy
Feedback
There needs to be a plain English guide to transfers and mutual exchanges.
What we did
This was not added to the Tenancy Policy that was being consulted on, but instead the updated Mutual Exchange Policy, under section 3.
Feedback
The succession section is unclear as seems to contradict itself in places.
What we did
Section 8, regarding succession, has been reviewed and edited to improve clarity.
Feedback
The policies should be available in easyread.
What we did
EasyRead versions of all our policies will be available on our website – we are exploring how best to deliver this for our residents.
Feedback
Section 3 states that we 'aim to support tenants to settle into their new home'. How?
What we did
Under section 3 of the Tenancy Policy, it is now explained that we complete early tenancy checks, and refer to support services if required.
Feedback
Comment that "I am surprised that there is no mention of social housing for our Serving Armed Forces and Veterans".
What we did
This is referenced in the Scheme of Allocations as opposed to the Tenancy Policy.
Supporting our Residents Policy
Feedback
Feedback on description of legislation, and on wording of equality act is unclear and confusing.
What we did
The description in the Supporting our Residents Policy has been reviewed and updated to ensure it is clear.
Feedback
Where there is explicit reference to learning difficulties and mental health in the policy, also include autism.
What we did
Section 11 of the Supporting our Residents Policy has been updated, to include autism.
Feedback
Tenants have let us know they need correspondence in alternative formats, but we are not proactively using this information for all letters.
What we did
This is addressed in section 3 of the Supporting our Residents Policy etc e.g. rent letters.
Feedback
Tenants don't know whether their support needs have been recorded or not, when to tell us, or what we'll do with the information. Links between NHS, social services and housing could be better.
What we did
This is now addressed in sections 6 and 7 of the Supporting our Residents Policy.
Aids and Adaptations Policy
Feedback
A tenant reported experience of delays to getting an adaptation.
What we did
The new Aids and Adaptations Policy provides a new standard process to drive performance across teams, and improve communication and record keeping, to prevent avoidable delays in future. It also explains the steps involved in the process for more complex cases, and why sometimes the process will take longer. It includes keeping tenants updated as cases progress.
Feedback
Tenants are not aware of how to get adaptations, what they might be entitled to, or whether they may be eligible.
What we did
This is addressed in section 6 of the Aids and Adaptations Policy.
Feedback
Different teams have not had knowledge of previous adaptations done in the property before coming out to do work.
What we did
This is addressed in sections 5 and 7 of the Aids and Adaptations Policy.
Summary
Thank you to our residents for their valuable insights into key housing policies. We have revised our policies to better meet these needs, ensuring they are clear, accessible, and resident-focused. The updated policies can be found here: Housing policies
During June to October 2024, we engaged with residents to gather their views on policies we were reviewing in order to deliver a high-quality landlord service and meet the Social Housing Regulator's Consumer Standards.
The policies we reviewed were:
- Aids and Adaptations Policy
- Repairs Policy
- Supporting our Residents Policy
- Tenancy Policy
We held two events on 11 and 16 September 2024, promoted to all residents via text message, email, newsletter and posters on estate notice boards. The events were attended by a combined 49 residents, alongside Cllr Frances Umeh, Cabinet Member for Housing and Homelessness, and housing officers, who were able to take forward any additional feedback from residents.
We also discussed the Supporting Our Residents Policy and the Aids and Adaptations Policy at the following forums:
- Disabled Persons Housing Strategic Group 18 June 2024 and 10 July 2024
- Housing Residents Forum 16 July 2024
- Sheltered Housing Forum 9 July 2024 and 10 September 2024
For those residents who were unable to join us in person, they were able to provide feedback on the policies via email or telephone.
We also reviewed and discussed the repairs policy with the Fire, Building Safety and Repairs Working Group on 19 September 2024.
Most residents attended to discuss the repairs policy, followed by the tenancy policy. 17 residents expressed an interest in future involvement following the event.
What tenants told us
We received a range of views that helps the council take a resident focused approach to delivering and improving what we deliver for our residents. We also receive feedback through satisfaction surveys, complaints and other established resident forums and groups, which has also informed the development of these policies.
Feedback highlighted areas of strength and areas for improvement, as well as identifying parts of the policies that required further clarification and additional points to be included.
Some key overall feedback we received is:
- Clear and Accessible Information
Tenants emphasised the need for clear information on how to contact the council and who their housing officer is. Some mentioned having to go to councillors because they weren't aware of other contact methods.
- Building Trust
Tenants said there is a lack of trust with the housing department, the council, or public services, particularly where they have had negative experiences. This lack of trust can prevent tenants from seeking the services and support they need, and we need to work to rebuild trust.
- Ongoing Staff Training
Tenants highlighted the importance of ongoing training for housing staff, including disability awareness, and understanding tenants' lived experiences.
- Preferred Communication Methods
Tenants prefer receiving updates about local events, Tenant Residents Association meetings, surgeries, and drop-ins via text messages.
- Accessible Formats
Information on policies should be available in accessible formats to ensure everyone can understand and use it.
Acting on feedback
Following the sessions, we have made a few changes to the policies to ensure they are clear, accessible and meet our tenants needs. Here are some of the changes that have been made.
Repairs Policy
Feedback
The repairs policy should include how we handle repairs and maintenance for adaptations.
What we did
Added a section titled "Repairs to adaptations" in Section 4 of the policy.
Damp and Mould Policy
Feedback
Tenants are expected to contact neighbouring flats to identify the source of a leak, but they feel someone qualified needs to visit neighbouring flats so they can correctly identify what's causing the leak.
What we did
This has now been addressed in the Damp and Mould Policy, which now states under section 6: "The council shall investigate and determine the cause of damp, mould and condensation and carry out remedial repairs and actions in accordance with the tenancy agreement".
Tenancy Policy
Feedback
There needs to be a plain English guide to transfers and mutual exchanges.
What we did
This was not added to the Tenancy Policy that was being consulted on, but instead the updated Mutual Exchange Policy, under section 3.
Feedback
The succession section is unclear as seems to contradict itself in places.
What we did
Section 8, regarding succession, has been reviewed and edited to improve clarity.
Feedback
The policies should be available in easyread.
What we did
EasyRead versions of all our policies will be available on our website – we are exploring how best to deliver this for our residents.
Feedback
Section 3 states that we 'aim to support tenants to settle into their new home'. How?
What we did
Under section 3 of the Tenancy Policy, it is now explained that we complete early tenancy checks, and refer to support services if required.
Feedback
Comment that "I am surprised that there is no mention of social housing for our Serving Armed Forces and Veterans".
What we did
This is referenced in the Scheme of Allocations as opposed to the Tenancy Policy.
Supporting our Residents Policy
Feedback
Feedback on description of legislation, and on wording of equality act is unclear and confusing.
What we did
The description in the Supporting our Residents Policy has been reviewed and updated to ensure it is clear.
Feedback
Where there is explicit reference to learning difficulties and mental health in the policy, also include autism.
What we did
Section 11 of the Supporting our Residents Policy has been updated, to include autism.
Feedback
Tenants have let us know they need correspondence in alternative formats, but we are not proactively using this information for all letters.
What we did
This is addressed in section 3 of the Supporting our Residents Policy etc e.g. rent letters.
Feedback
Tenants don't know whether their support needs have been recorded or not, when to tell us, or what we'll do with the information. Links between NHS, social services and housing could be better.
What we did
This is now addressed in sections 6 and 7 of the Supporting our Residents Policy.
Aids and Adaptations Policy
Feedback
A tenant reported experience of delays to getting an adaptation.
What we did
The new Aids and Adaptations Policy provides a new standard process to drive performance across teams, and improve communication and record keeping, to prevent avoidable delays in future. It also explains the steps involved in the process for more complex cases, and why sometimes the process will take longer. It includes keeping tenants updated as cases progress.
Feedback
Tenants are not aware of how to get adaptations, what they might be entitled to, or whether they may be eligible.
What we did
This is addressed in section 6 of the Aids and Adaptations Policy.
Feedback
Different teams have not had knowledge of previous adaptations done in the property before coming out to do work.
What we did
This is addressed in sections 5 and 7 of the Aids and Adaptations Policy.
Summary
Thank you to our residents for their valuable insights into key housing policies. We have revised our policies to better meet these needs, ensuring they are clear, accessible, and resident-focused. The updated policies can be found here: Housing policies