Regulatory judgement improvement plan

Regulatory standard

Area of weakness

Gaps in customer profile data held on the diverse needs of tenants

Intended outcome(s)

More complete and accurate tenant data to inform service delivery.

Services better tailored to meet diverse tenant needs.

Lead

Simon Chrisp (Housing Asset Manager)

Martin Poulter (Business Performance and Customer Services Manager)

Target completion

Reduce percentage of blanks against each protected characteristic plus preferred contact method. 

Review progress by 31 December 2025. 

If remaining gaps, significant propose wider campaign.

Step targets (where possible)

Aim to achieve 75% across all characteristics by end of 2025 to 2026, increasing to 100% by end of 2026 to 2027. 

Short/medium/long term plans

Short Term

Analysis of impact the tenancy visits / development of Power-BI Dashboard / Development of training module for updating profile information.

Medium Term

Incorporate profile checking into customer contact review.

Long Term:

Embedding a culture for all housing staff check profile data during customer interactions.

Organisational risks

1. Failure to address gaps in profile data held
2. Inconsistent use of NEC to record profile data
3. Failure to comply with TIA Standard

Potential impact on customers if we do not achieve intended outcome

1. Inadequate service provision due to incomplete data
2. Failure to meet specific needs of diverse tenant groups

Current position

Tenancy visits now include checks of customer profile data, with progress monitored on a monthly basis. Four of the eight profile data categories collected are currently over 99% complete.  

A training module explaining why and how to update customer profile data within NEC has now been completed. This training will be mandatory for all customer‑facing staff and is scheduled to go live by 31 May 2026.

A mail out was issued to over 8,000 tenants with a MyHousingAccount, reminding them that they can update their own profile information directly online. Further targeted communications are planned during 2026/27.

An on‑screen pop‑up for officers is being developed to ensure completion of any missing profile information at the point of contact. The functionality has been tested by the Housing Systems Team and is currently subject to operational testing by the Neighbourhood Service Assistants and the Rent and Income Team, prior to general rollout. A supporting training brief is being prepared in advance of implementation.

During the last year, the number of tenancies where we don't have profile data has reduced, for example there are 583 fewer blanks for preferred contact method and 493 for sexual orientation.  We expect that to improve significantly this year with the introduction of the mandatory training and pop up.

In addition, the Resident Influence Panel has completed a scrutiny review of how customer profile data is collected and used to shape service delivery. The final report will be shared with and discussed at Housing Leadership Team on 19 May 2026.

RAG

Evidence

Progress reports to Strategic Housing Board and Resident Influence Panel.

Process for updating profile data on NEC