Regulatory judgement improvement plan

9. Communicating how tenants views have been considered

Regulatory standard	Transparency, Influence and Accountability
Area of weakness	How tenants' views have been considered is not being communicated You Said We Did Communications - Customer Scrutiny Review
Intended outcome(s)	Tenants feel heard and valued. Strengthened tenant involvement in service improvement. Delivers on intended outcome of the Council's Resident Influence Strategy.
Lead	Simon Chrisp (Housing Asset Manager) Martin Poulter (Business Performance and Customer Services Manager)
Target completion	To create and populate a "You Said We Did" page on the website - 31 August 2025. Refresh and update website monthly in line with this area of weakness.
Step targets (where possible)	Monthly website reviews
Short/medium/long term plans	Short Term Introduce and maintain the "You Said We Did" feature on the website and other publications. Medium Term Resident Influence Panel to review how effective we are at closing the customer feedback loop. Long Term: Set up a Tenant Editorial Panel.
Organisational risks	Capacity in communications and Housing Strategy teams
Potential impact on customers if we do not achieve intended outcome	Disengagement and dissatisfaction with services. Missed opportunities for service improvements based on tenant feedback.
Current position	"You Said We Did" section added to the website, which currently includes nine examples of improvement to customer services following feedback from customers. Details of the new page has been promoted on Facebook. The complaints process has also been promoted through a news article in Gateshead Now, supported by a press release and publication on the Council's website The draft Housing Service Communications Plan 2026-27 explicitly highlights the importance of ensuring tenant views are heard, considered and clearly communicated. It places a strong emphasis on transparent feedback loops and evidencing how resident feedback informs service improvement. A draft Resident Influence Strategy has completed its consultation phase and is progressing through the governance process. Final approval by Cabinet is anticipated in July 2026.
RAG	Green - On target
Evidence	"You Said We Did" section on website Post on Facebook Copy of news article in Gateshead Now Resident Influence Strategy and reports taking it through governance process