News and updates from our housing team
Tenant involvement event brings advice and support together
Residents had the chance to meet teams from the housing service, ask questions and find out more about the services available to them.
In July, we welcomed tenants, leaseholders and people on the housing register to an event at The Grove Theatre in Dunstable.
The event gave residents the opportunity to speak directly to our officers, ask questions and get advice about a range of housing services in one place. Teams on hand included Tenant Involvement, the Landlord Assurance Board, Housing Regulations, Aids and Adaptations, Repairs, Financial Inclusion, and Housing Register and Allocations.
Those who attended were able to discuss housing matters, find out more about the support available and learn how they can get involved in shaping housing services. For example:
- One person needed to provide supporting documents for their Council Tax and Housing Benefit claim. Staff were able to photograph the documents at the event and send them to the Revenues and Benefits team on behalf of the resident.
- One resident spoke to the team about ongoing litter issues in Houghton Regis. They had even been collecting litter themselves. Staff took the details and arranged for the concern to be passed to Environmental Services for investigation.
- Another resident raised concerns about large trees whose branches were blocking lighting in an alleyway. Our team recorded the details so the issue could be referred to the appropriate team to investigate the potential safety risks.
Events like this are a valuable opportunity to speak to tenants face to face and hear directly about the issues that matter to them. They also help us explain the support we offer, answer questions and, most importantly, listen to feedback so we can continue improving our housing services.
Thank you to everyone who attended and took the time to speak with our teams. We look forward to seeing more tenants at future involvement events.
What attendees said
Anne, who’s been a tenant for 17 years, said:
I think it’s helpful for the Council to host this kind of event because it makes tenants feel better that they’re able to come along and speak to someone in person. The way the tenant involvement team have picked things up to gain the confidence of tenants is phenomenal.
Priscilla said
I’m on the housing register and I’ve been trying to find a place to rent. I came along today to understand a bit more about the process and how long it will take to find a property. The team have given me some advice, and it’s been helpful to speak to someone in person.
Christine said
I came along because I had an issue with moss and a problem with a wall. I’ve been able to speak to someone in person, and they’ve told me my requests are in progress. It’s been a very useful meeting and I’m very impressed. I hope you do more of these.
Vivian, who’s been a Central Bedfordshire Council tenant since 1976, said
It’s been nice to have a face and a name of someone, and be able to talk to that person face to face instead of over email or on the phone. I was waiting for a wet room to be installed, and I spoke to the Aids and Adaptations team today, and as a result I’m going to speak to the contractors next week.
Landlord Assurance Board update
The Landlord Assurance Board (LAB) has had a busy month looking at what tenants have told us about our housing services.
Board members have been learning about Tenant Satisfaction Measures (TSMs). These are used by social landlords across England to measure how satisfied tenants are with services such as repairs, complaints, safety and neighbourhood management.
The Board looked closely at this year’s results, including the comments tenants provided. Members selected several comments to explore in more detail so they could better understand each tenant’s experience and what happened throughout their journey with the Housing Service.
Over the coming month, the Housing Service will look into these experiences to understand what went well, what could have been done better and what lessons can be learned.
Our new LAB members also completed their TSM training.
During our first briefing session, which will now take place every other month and is designed to look at reports in more detail, the Board were shown how Housing One, our new housing IT system, is being used and how it is improving our services.
You can come to our next LAB meeting
The next LAB meeting will be at 10am at All Saints View on 21 September 2026.
All tenants are welcome to attend and address the LAB, or to observe the meeting. If you would like to attend the next meeting or register to speak, please register your interest through our online form..
View the Landlord Assurance Board full agenda and reports on our website.
You said, we did: Building Safety Policy review update
Thank you for having your say
Earlier this spring, tenants helped review four important building safety policies. Our Damp and Mould Policy was finalised first, and we shared how your feedback influenced the final policy in the last edition of Housing Matters.
We are now pleased to confirm that the remaining three policies, Gas Safety, Electrical Safety and General No Access, have also been finalised.
A huge thank you to everyone who took the time to read the policies and share their views. Your feedback has helped us strengthen all four policies and ensure they better meet the needs of our tenants.
Read more about our housing policies..
Here's a summary of what you told us and the actions we have taken, or will take, as a result.
Gas Safety
You said:
The policy does not explain how the Council will gain access to properties to carry out safety checks.
We did:
We added a reference to our General No Access Policy, which explains the steps we take to gain access for essential safety inspections.
You said:
The policy should explain how tenants will be contacted, for example by letter, email or phone.
We did:
We added a reference to our General No Access Policy, which provides more detail about how we contact tenants when access is needed.
You said:
Tenants should be told how they can access the final policies.
We did:
The finalised policies are available on our website and will be promoted through Housing Matters.
Electrical Safety
You said:
The policy should include information about how tenants can make a complaint.
We did:
A complaints process is already in place and has now been included within the policy.
You said:
The policy should explain how tenants can report electrical issues, such as overloaded circuits or regularly tripping RCDs.
We did:
We added a reporting section to the policy.
You said:
Everyone living in the home should be aware of the potential dangers of electricity.
We will:
Share a summary of the Electrical Safety Policy in Housing Matters to help raise awareness of electrical safety in the home.
General No Access
You said:
The definition of "Emergency Access" was unclear.
We did:
We reviewed and reworded this section to make it clearer.
You said:
The policy should provide more clarity about missed appointments and tenants' responsibilities when access has not been gained.
We did:
We added a clear definition of "No Access" and included information about reasonable adjustments that may be needed for some tenants.
You said:
The policy should explain what happens if tenants have pets at home when visits are required.
We did:
We added a reference to our Pet Policy, which states that pets should be secured during visits by Housing Officers or contractors.
You said:
Information should be available in alternative formats for tenants who need them.
We will:
We are developing an Individual Needs and Reasonable Adjustments Policy, which will allow communication requirements and reasonable adjustments to be recorded and accommodated.
Thank you again to everyone who contributed. Your feedback helps us improve our services and ensure our policies work effectively for all tenants.
You also had your say on complaints
Thank you to the 105 tenants and leaseholders who completed our recent Housing Complaints survey.
You told us you want better communication and regular updates, faster responses, clearer information about the complaints process and more opportunities to speak to someone by phone or face-to-face. You also want simpler, more accessible ways to make a complaint and reassurance that complaints are listened to and acted upon.
We’re now using your feedback to identify improvements across our Housing Service, including how we communicate during complaints, how easy information is to find and understand, and how we can make the process more accessible.
We’ll keep you updated on the improvements we make.
What to do if your electricity goes off
Our Repairs Team explains some simple checks you can make if the electricity suddenly goes off in your home.
Don’t panic. It may be a power cut, a problem with your meter or a faulty appliance causing the safety switch in your fuse box to trip.
Is it a power cut?
First, check whether your neighbours have also lost power. You may also notice that streetlights or communal lighting have gone off.
If other homes are affected, call 105 free of charge to report the power cut and receive updates from your local electricity network operator.
If you have a prepayment meter, check that it has enough credit and follow the instructions provided by your energy supplier.
Check your fuse box
If the problem only affects your home, look at your fuse box, which may also be called a consumer unit. You may see that one of the switches has moved to the "off" position.
Only touch the switches if the fuse box and the surrounding area are completely dry and there are no signs of damage.
Could an appliance be causing the problem?
A faulty appliance can cause the electricity to trip. Common causes include kettles, toasters, washing machines, tumble dryers, heaters and overloaded extension leads.
To help identify the problem:
- Switch off and unplug as many appliances as you safely can.
- Return the tripped switch on the fuse box to the "on" position.
- Plug your appliances back in one at a time.
- If the electricity trips again after plugging in a particular appliance, that appliance may be faulty.
- Unplug the appliance and do not use it again until it has been checked or replaced.
If the electricity trips while everything is unplugged, or you cannot identify the cause, please report the problem to our Repairs Team. Do not keep resetting a switch that repeatedly trips, as there may be a fault with the wiring or electrical system.
Other things that can cause electrics to trip
The problem may be caused by:
- too many appliances connected to one extension lead
- a damaged plug, cable or socket
- water or damp near electrical equipment
- a light bulb blowing
- a faulty fixed appliance, such as an oven or electric shower
- a problem with the wiring in your home
Stop immediately if something does not look safe
Do not touch the fuse box, plugs or sockets if you notice:
- a burning smell
- smoke or sparks
- buzzing or crackling sounds
- burn marks or melted plastic
- exposed wires
- water near electrical equipment
- a plug, socket or fuse box that feels unusually hot
Switch off the electricity at the main switch only if it is safe to do so, move away from the affected area and contact our Repairs Team straight away. If there is a fire or an immediate danger to life, call 999.
Not sure what to do?
These simple checks may help you identify the cause, but never remove the cover from your fuse box, open a plug or socket, or attempt an electrical repair yourself.
If you experience any problems or are unsure about anything, please contact our Repairs Team. We are here to help and would always prefer you to ask rather than put yourself at risk.
Report a council housing repair
Staff Spotlight
Meet Sophie from the Repairs team
Sophie from our Repairs team starts her day by checking the team rota, catching up on any updates and preparing for the calls ahead.
Once the calls begin, each is different. One tenant may have a leaking pipe, while another may be worried about their heating, electrics or a problem with damp and mould. Sophie's job is to listen, ask the right questions and make sure help is directed to the right place.
My role is to help tenants report repairs, make sure the correct information is recorded and arrange appointments at convenient times. We are often the first point of contact, so it is important that we listen and understand what is happening in the tenant’s home.
A typical day includes answering calls, responding to enquiries, checking previous repair histories, booking appointments and contacting contractors or other council departments.
The team handles a wide range of reports, including plumbing, heating and electrical faults, damp and mould, windows and doors, roofs and guttering, asbestos, fire safety and lifts.
No two days are the same. We deal with everything from general maintenance to more complex repairs that need to be referred to specialist teams.
Help us understand your repair
When you report a repair, the team will ask questions to understand what has happened, assess how urgent it is and make sure it is sent to the right team or contractor.
Providing as much information as possible when you first contact us can help us get your repair to the right people and avoid unnecessary delays. When reporting a repair, please tell us:
- what has happened
- where the problem is
- when it started
- whether it has been reported or inspected before
- whether it is getting worse
- any action you have taken to stay safe, particularly where water or electricity is involved
For non-emergency repairs reported online, you can also upload a photograph. This can help us understand the problem and identify the right contractor.
If the situation changes or becomes more urgent after you have reported it, please contact the Repairs team again so we can consider the new information.
News from the Repairs Service
New Repairs and Maintenance Policy
A new Repairs and Maintenance Policy has been published and is available on our website.
The policy explains repair responsibilities, the service standards tenants can expect and how reported repairs are managed. Tenants are encouraged to read it to understand how the service works and who is responsible for different types of work.
Improving our telephone service
We have received feedback from tenants about problems with the callback option on our current telephone system. We have listened to these concerns and have now introduced an AWS telephone system.
The new system will help make contacting us easier and more efficient and support improvements to the service tenants receive.
Thank you to everyone who shared their feedback. Your experiences help us understand where improvements are needed and shape how we develop our services.
Make your voice heard - join a tenant panel
Would you like to help improve housing services and make a real difference for residents?
We're looking for new members to join one of our three Tenant Panels.
This is your opportunity to work with housing staff, share your experiences, and help influence how services are delivered.
Our Housing Property Panel reviews performance of repairs, and looks at stock condition, planned maintenance and housing safety compliance programmes to identify what's working well, and helps identify ways to improve services for residents.
Our Customer Experience Panel reviews complaints, customer feedback and service performance, will look at accessibility of services and the quality of communication to tenants helping to ensure lessons are learned and improvements are made.
Our Housing Operations Panel is new and will be responsible for reviewing performance on tenancy sustainment, financial inclusion, income collection and Anti-Social Behaviour support and investigation, and providing recommendations on how we improve these services for our tenants.
What's involved?
- Attend four meetings a year (approximately every three months)
- Meetings are held during the daytime at Central Bedfordshire Council offices or other council venues
- Work alongside housing staff and other residents to influence decisions and improve services
- Receive training, support and reimbursement of reasonable travel expenses and your time
Your experience and ideas can help shape the future of housing services. If you'd like to have your say and make a positive difference in your community, we'd love to hear from you.
Please email tenant.involvement@centralbedfordshire.gov.uk or call the team on 0300 300 6880 and leave a message for us to get back to you.
Your voice matters: tenant communication survey
Tell us how you'd like to receive news, updates and opportunities
We want to understand how you currently receive information from Housing Services and whether our communications meet your needs. Your feedback will help us improve the way we share updates, news and opportunities with residents.
The survey should only take a few minutes to complete, and all responses will be used to help shape future communications.
Thank you for taking part. Please submit your response by Friday 11 September 2026.
Take part in the survey on our website.
Help us shape a new Resident Recognition Scheme
Help us celebrate our local heroes
Do you know a Central Bedfordshire Council resident who makes a real difference in their community?
We know that many residents go above and beyond to support their neighbours and help make their communities great places to live. Whether it's offering a friendly face, organising local activities, helping someone through a difficult time or simply carrying out small acts of kindness, these contributions deserve to be recognised.
We're exploring ways to celebrate and recognise residents who make a positive difference, and we'd like your help to design the scheme.
What should recognition look like?
We are considering different ways to recognise residents, including:
- a Resident Recognition Award
- featuring residents in Housing Matters
- recognition at Landlord Assurance Board meetings
- letters of thanks from senior leaders, including the Chief Executive
- certificates or commendations
- other ways of celebrating positive contributions throughout the year
Who could be recognised?
A resident who:
- lends a hand to neighbours
- checks in on people who may be lonely or need extra support
- helps new residents settle into their community
- organises local activities, groups or events
- volunteers for a community group or charity
- helps keep their neighbourhood clean, safe and welcoming
- supports local projects or families in need
- brings people together
- quietly helps others without expecting anything in return
These are just a few examples. Community support takes many forms, and even small acts of kindness can make a big difference.
We want to hear from you
We would like residents to help us shape:
- what the recognition scheme should be called
- whether recognition should be through an award, ongoing recognition or a mix of both
- how residents should be nominated
- what types of contributions should be recognised
- how often recognition should take place
To share your ideas, please email housingregulation@centralbedfordshire.gov.uk by Tuesday 1 October 2026.
Together, we can create a recognition scheme that celebrates the residents who help make Central Bedfordshire communities stronger, kinder and more connected.
Meet Harmony: a tenant making a difference in her community
From receiving help to helping others
Tenant Harmony has been helping people in her Dunstable neighbourhood for the past five years by redistributing surplus food that might otherwise go to waste.
Working with community charity Beloved X Care, and with support from her stepfather Kevin and other family members, Harmony collects surplus food from local supermarkets three times a week and makes it available to people living nearby.
The food available varies with each collection and can include bread, fruit, vegetables and other groceries.
Harmony first became involved after receiving support from another volunteer herself.
When that volunteer was no longer able to continue one of the supermarket collections, Harmony offered to take it on and has been helping her neighbours ever since.
Kevin said:
We just do it because we want to help.
Harmony gives her time freely and uses her own vehicle to make the collections, without receiving help towards her fuel or other expenses.
Her neighbours say her efforts make a real difference.
Claire said:
I feel that Harmony is amazing. She knows I’ve got a dog, so if there’s any dog food, she’ll keep it by for me. It’s a lifesaver. I have had a whole week’s worth of meals.
Another neighbour, Alimatu, said:
Any time you need food or help, she’s there. She really does make a big difference.
When we spoke to Harmony, she told us that dealing with the cardboard and packaging generated by the food collections could be difficult.
Our Housing team spoke to colleagues in our waste service, who arranged an additional bin to help Harmony manage the waste from the scheme.
It’s a small practical change that helps Harmony continue the work she is already doing for people in her neighbourhood.
Harmony would also welcome donations of freezer bags to help keep meat from the collections cool.
We’d like to thank Harmony and her family for the time and effort they put into supporting their community.
Do you know a tenant making a difference?
We’d love to hear about other Central Bedfordshire Council tenants who are making a positive difference where they live. If you know someone whose work deserves to be recognised, get in touch and they could feature in a future edition of Housing Matters.
Other opportunities to talk to us
Upcoming events for our tenants: get involved
We really value opportunities to keep in touch with our tenants, and our drop-in sessions are a simple way to do just that.
If you've got a query about your home, would like some guidance, or simply want to check in with us, please feel free to come along. There’s no need to book - just drop by at a time that suits you and we’ll be happy to help.
We hope to see you at one of the upcoming sessions and look forward to catching up with you.
Thursday 27 August
2pm until 4pm
Housing Information Hub, Ground Floor Library Building, Lake Street, Leighton Buzzard, LU7 1RX
Wednesday 9 September
1:30pm until 3:30pm
Housing Information Hub, Dunstable Library, LU5 4JD
Friday 18 September
Midday until 2pm
Housing Information Hub, Houghton Regis Library, Bedford Square, LU5 5ES
Tuesday 22 September
11am until 1pm
Housing Information Hub, Ground Floor Library Building, Lake Street, Leighton Buzzard, LU7 1RX
Take a look at all of our upcoming events.
Share your views with us
Help us continue to improve our housing service
We want to make sure you can contact us in the way that works best for you, and your views are essential to this process.
We're always looking for ways to improve, but we can't fix what we don't know about. Your feedback helps us make things better for everyone.
Having your voice heard and providing your feedback is valuable to us. There are lots of ways that you can have your say about our housing service.
Comments
Often people want to suggest improvements to services. If you make a suggestion, we will record this as a comment.
Compliments
If you tell us about a service that has been good or a member of staff who has been helpful, we will record this as a compliment and share your praise with those involved.
Service requests
A service request is a request by you for us to take action to put something right. Service requests are not complaints, but we record them, monitor, and review them for learning and improvements. If we consider the issue raised to be a service request, we will ask the relevant team to reply to you directly.
Complaints
You can complain if you are affected by the way we provide services. Common examples of complaints are delay; poor record keeping; failure to act; failure to follow procedure or the law; poor communication; behaviour of our staff (also called officers); or giving out misleading information.
You can provide any of the above feedback by emailing Housing.Feedback@centralbedfordshire.gov.uk or by completing our online form.