Tenant Annual Report 2025

A tenant scrutiny review has told us we need to improve how we handle customer contact. Based on your feedback, we're working on:

• making our customer service more consistent
• creating one dedicated team to handle all customer enquiries
• giving staff better customer service training
• keeping a record of every customer contact
• more targeted work in communities so you can speak directly with council staff

What we've achieved so far

• we've started reviewing how we deliver customer services in housing
• we've added new online tools, including a chatbot on our website to help you get quick answers. If you prefer not to use online tools, you can still speak to someone directly

We'll keep you updated and let you know what's changing. We want you to feel part of the changes and understand how they help you. 

Our objectives for 2025/26

• we're updating the housing webpages to make them easier to use and quicker to find what you need
• we're developing a housing app so you can apply for housing, book repairs, and check your rent from your handheld device
• we're making it easier for you to update your contact details, so we can reach you in the way you prefer
• we're extending the repairs service hours, so it's easier to book appointments