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 check of profile data and progress monitored monthly.  Four of the eight categories of profile data collected show 99% + complete. 

Training module on why and how to update profile data on NEC is currently in development and will be a mandatory training course for all customer facing staff.  The module will be shared with HLT for final feedback prior to being uploaded to the Council's learning hub.  It is anticipated that go live by March 2026. 

A mailout was issued to over 8,000 current tenants with a MyHousingAccount, reminding them that they can update their own profile information directly via MHA.

Updating of profile data being included in customer contact review.  Pop up for officers is in development.  This will require mandatory completion of any blanks at the point of customer contact. This is currently in the test phase of development and it is planned for implementation by April 2026.

Next scrutiny review by Resident Influence Panel on how we use customer profile data to shape service delivery is nearing completion.  The final report will be produced by March 2026. 

RAG

Evidence

Progress reports to Strategic Housing Board and Resident Influence Panel.

Process for updating profile data on NEC