Regulatory judgement improvement plan

Regulatory standard

Area of weakness

Strategies and policies are not easily accessible

Intended outcome(s)

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

Improved tenant understanding of services and processes.

Lead

Simon Chrisp (Housing Asset Manager)

Martin Poulter (Business Performance and Customer Services Manager)

Target completion

Strategies and policies to be uploaded to website once completed and signed off by end of December 2025.

Identify those that require easy read version and draft/develop versions - March 2026.

Develop a range of videos to assist tenants with repairs they are responsible for - soft launch end of September 2025.

Step targets (where possible)

None

Short/medium/long term plans

Short Term

All strategies and policies completed and on website by 31 December 2025.

Medium Term

Introduce easy read versions of policies and strategies 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. Exclusion of vulnerable groups from important communications.
2. Reduced ability to access or benefit from services.

Current position

A Policy Review and Approval Framework was agreed by Strategic Housing Board in July 2025, and all strategies and policies are now included within a formal review timetable overseen by the Risk and Governance Officer. Updated strategies and policies are uploaded to the website as soon as they receive formal approval.

Eight new YouTube repair videos, covering repairs that are the tenant's responsibility, have been launched and are now available on the website.

Work continues with the Policy and Performance Service to explore capacity for developing Easy Read versions of key documents. Housing Services has invested in a licence and training for a dedicated officer to support this work. As part of a pilot, the Service Redesign Analyst has produced an Easy Read version of the Right to Buy information, which has been shared with Your Voice Counts. Their feedback confirmed that the new version is significantly more accessible than existing materials. Progress on the pilot and the proposed next steps have also been reported to the Council-wide EDI Officer Group.

A clearer, more accessible one‑page summary for all housing policies and strategies is being developed in response to feedback from the customer EDI Group. Initial examples received positive feedback for format and readability. Final versions will be reviewed with policy leads before working with the Digital Team to publish them on the website.

The review of website content aimed at an 8-10‑year‑old reading age was delayed, but a process has now been agreed. The project has commenced and will be completed during 2026/27, ensuring a consistent approach to content accessibility across Housing Services.

RAG

Evidence

Links strategies and policies on website

Links to videos on website

Links to easy read versions on website

Availability of copies of documents in different formats (hard copies, different languages and so on)

Summary version of key housing strategies and policies