Regulatory judgement improvement plan

Regulatory standard

Area of weakness

Information is not made available to tenants in a timely manner. 

To include: 

• Annual Tenant Report
• Tenant Satisfactory Measure (TSM) results 2024 to 2025
• Complaints Annual Report

Intended outcome(s)

All three reports to be produced and published.

Tenants are well informed about performance and service standards.

Increased trust and engagement through transparent reporting.

Supports tenants to scrutinise and hold the council to account.

Lead

Simon Chrisp (Housing Asset Manager)

Martin Poulter (Business Performance and Customer Services Manager)

Iain Burns (Service Director, Office of Chief Executive)

Gareth Cowen (Senior Communications and Engagement Officer)

Target completion

All three reports to be published on website and promoted via News articles and social media by 30 September 2025. 

Draft an annual programme of information to be published for tenants by December 2025.

Step targets (where possible)

TSM Results 2024 to 2025 and Complaints Annual Report - to be published by 31 July 2025.

Annual tenant report - 30 September 2025.

Short/medium/long term plans

Short Term

Draft an annual programme that sets out what information is to be published, the format, responsible officers and timelines. 

Medium Term

Review with the Resident Influence Panel on an annual basis. 

Long Term:

Set up a Tenant Editorial Panel to co-design format and content with customers.

Organisational risks

1. Information required for annual report available in time to meet target date.
2. Capacity in both communications and housing strategy.

Potential impact on customers if we do not achieve intended outcome

1. Limited awareness of service performance and changes.
2. Reduced ability to scrutinise performance and hold council account.

Current position

All three documents now published on the website.  

A draft housing communications plan has been produced and is going to Housing Leadership Team in February 2026.

RAG

Evidence

TSM results & Complaints Annual Report - 2024/25 now published on our website.

Tenant Annual report has been published on website.