Regulatory judgement improvement plan

Regulatory standard

Area of weakness

Intended outcome(s)

Tenancy management policies to be published on website and made available in other formats on request (such as, hard copies and different languages).

Improved tenant understanding of services and processes.

All tenants, including those with specific needs, can access key information and services.

Easy read versions of policies on website.

Lead

Neil Bouch (Service Director - Neighbourhoods and Localities)

Martin Poulter (Business Performance and Customer Services Manager)

Target completion

Anti Social Behaviour (ASB) and Hate Crime and Good Neighbourhood Policies to be accessible by December 2025.

Updated Tenancy Agreement, Domestic Abuse and Housing Policy and Tenant Management Policy accessibly by 31 March 2026.

Identify those policies that require Easy Read version and draft/develop versions - March 2026.

Step targets (where possible)

Report to Cabinet, 18 Nov 2025

Publish on website by end Nov 2025.

Short/medium/long term plans

Short Term

1. Tenancy management policies (ASB and Good Neighbourhood Polices) completed and on website by 31 December 2025
2. Updated Tenancy Agreement and Domestic Abuse and Tenancy Management Housing Policy - 31 March 2026.

Medium Term

Introduce easy read versions of policies from March 2026.

Long Term:

Deliver on programme of reviewing all policies and strategies.

Organisational risks

Potential impact on customers if we do not achieve intended outcome

1. Confusion or miscommunication regarding tenancy rights and responsibilities.
2. Reduced trust in housing provider due to lack of clarity.

Current position

The Policy Review and Approval Framework was agreed by Strategic Housing Board in July 2025, and tenancy management policies are included within the review timetable. Updated policies will be uploaded to the website as soon as they are formally approved.

The ASB & Hate Crime Policy and the Good Neighbourhood Policy were approved by Cabinet in November 2025. Uploading these to the website has been delayed until the online ASB reporting functionality is in place.
A supporting video is being developed to accompany the introduction of the ASB Policy. The script has been reviewed with the task‑and‑finish customer group and is now with Communications, who are producing the animation. Once complete, the video will be added to the website.

Following consultation with tenants, variations to the tenancy agreement and an updated Tenancy Management Policy were approved by Housing Leadership Team and Housing Portfolio in January 2026 and are scheduled for Cabinet approval in March 2026.  The variation to tenancy agreement has also been to Corporate Management Team.

In addition, the new Domestic Abuse Policy and the Rent Arrears Prevention Policy were approved by Housing Leadership Team and Housing Portfolio in January 2026 and will also be taken to Cabinet for approval in March 2026.

Progress with development of easy read versions of key documents, a summary versions of all policies and strategies and the review of housing content on the website are outlined in more detail in ID 10 - Strategies and Policies are not easily accessible.

RAG

Evidence

Reports to Cabinet, Strategy Housing Board and Housing Portfolio

Links to website.

Links to easy read versions on website.

Availability of copies of documents in different formats (such as, hard copies and different languages).