Regulatory judgement improvement plan

Regulatory standard

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

Potential impact on customers if we do not achieve intended outcome

1. Disengagement and dissatisfaction with services.
2. 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.

News article in "Gateshead Now" on complaints process.  Press release and featured on website.

Draft of Resident Influence Strategy has been through consultation process, and is currently going through the governance process.

RAG

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