Improvement plan for housing services
Friday, 5 June 2026
Council tenants have helped shape improvements to housing services, contributing to a plan that sets clear priorities to ensure safer homes, better support and a stronger voice in decision‑making.
Listening to this feedback, we've developed a new Housing Regulatory Improvement Strategy and Development Plan, outlining how these changes will be delivered and services strengthened.
The plan focuses on key improvements, including:
- improved repairs services
- stronger health and safety standards in residents’ homes
- improved communication and faster complaint handling
- more opportunities for tenants to influence decisions
- more accurate data to support better services
This work is being delivered through 10 priority areas, including improving governance, increasing tenant involvement, strengthening data and oversight, and enhancing the overall customer experience.
We've already made significant progress in improving its landlord services. This includes completing in-depth reviews to better understand the key issues and putting plans in place to address them.
A new Landlord Assurance Board has been established to strengthen oversight, alongside the introduction of a new housing management system to support more effective service delivery.
Improvements have also been made to how repairs, complaints and safety performance is monitored and reported. At the same time, the Council has created more opportunities for tenants to share their views and help shape how services are delivered.
Building on progress already made, further improvements are underway to address key issues and embed lasting, sustainable change by December 2027.
Councillor Steve Watkins, our Executive Member for Business, Housing and Public Assets, said:
We know how important it is for our tenants to have confidence in the homes and services we provide. This plan is about making real improvements that Council's tenants will see and feel through better services, safer homes and having a strong voice in influencing decision making.
We are committed to listening, improving and making sure our landlord services meet the high standards our tenants deserve.
The improvement plan follows an inspection by the Regulator of Social Housing in early 2025, which identified areas where we needed to improve. Since then, officers have been working closely with the regulator, demonstrating clear progress and ongoing improvements.