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  by June 2026 (revised target).

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 are published on the website.  The 2024/25 TSM and housing complaints performance results were published on 13 and 18 June 2025 respectively.  The tenant annual report 2024/25 was published on 23 October 2025.

The draft housing communications plan has been completed.  The final sign off of the plan is going to Housing Leadership Team in June 2026. The plan includes reference to and timescale for the above.

RAG

Evidence

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

Tenant Annual report has been published on website.

Housing Communications Plan