Consultations and feedback

We set up a complaints workshop to engage and listen to residents' experiences of our complaints process. Read the results.

Find out about our innovative and resident-led approach to developing our new Resident Engagement Strategy.

• You said: Reliable caretaking schedules are important for residents on all estates and panel members understood how caretakers taking time off during the week to support weekend cover can disrupt services. However, there was an agreement that some blocks needed a weekend presence.
• We did: Estate Environment is working with colleagues to develop cost-effective proposals which will deliver a targeted weekend service without adding to Monday to Friday disruption. We aim to update residents early in 2026.

We wanted to update our antisocial behaviour (ASB) policy to improve how we manage cases within the limited resources of the ASB team. This included using our Housing Officers to respond to lower-risk cases more, which required us to rewrite the way we categorised cases. We also wanted to extend the target timescales for lower risk cases to 5 working days, bringing us in line with other councils and Housing Associations. Following up on concerns raised about noise in a previous survey, we asked about the specific types of noise that residents reported as ASB.

You said: 

• Clearer information was needed around the process for assigning ASB cases to Housing Officers
• Many residents were unsure who their Housing Officer was
• Clarity was needed on whether ASB should be reported to the Housing Officer or the ASB team
• Concerns were raised about how quickly ASB reports would be responded to
• Anti-social noise from immediate neighbours was the biggest issue (61% of respondents), followed by noise from outside sources such as traffic and trains (38%) and household noise travelling easily into homes (e.g., washing machines, upstairs neighbours walking, etc) (32%). (Residents could select multiple options)

We did:

• Clarified which officer would be responsible for investigating different types of ASB reported
• Committed to publicising how residents can find who their Housing Officer is (via the new Housing Portal or the Housing Officer search tool on the Council website) to ensure residents have a named contact for ASB issues
• Took on board feedback around alternative ways of receiving resident concerns such as Housing Officer surgeries, which are already being trialled by our Resident Engagement team
• Committed to reviewing and strengthening communication links between Housing Officers and ASB Officers to ensure both teams share an understanding of ASB issues
• Planned to incorporate feedback on different types of noise (such as footsteps from neighbouring homes) into the next Asset Management Strategy
• Continued monitoring of ASB and the impact of the new policy through service performance data, including Tenant Satisfaction Measurement data on ASB cases and resident satisfaction with how cases are handled

We had to update our damp and mould policy to ensure our legal compliance with Awaab’s Law, which came into force on 27 October 2025. This law places a legal obligation on landlords to act swiftly and proactively, ensuring that health risks linked to poor housing conditions are mitigated. To make sure the policy was clear and helpful, we consulted residents through a specific damp and mould panel (April 2025 - June 2025). We asked residents if they agreed with key policy statements on the following topics:

• Reporting damp and mould
• Assessing damp and mould
• Fixing damp and mould
• Resident responsibilities
• Performance and learning

We also asked residents how we can encourage people to report damp and mould concerns.

You said:

• The policy statements were clear and structured
• The language in the policy was plain and easy to understand
• Communication on damp and mould was key both with council tenants and leaseholders
• The process needed to ensure damp and mould is checked so it doesn’t come back

We did:

• Kept the policy language clear and easy to understand
• Committed to creating an Easy Read version of the policy
• Created a damp and mould communications plan based on your feedback
• Implemented a follow-up process after damp and mould repairs to ensure it doesn’t come back

Under Section 20 of the Equality Act 2010, we have a legal duty to make reasonable adjustments to avoid placing disabled people at a substantial disadvantage. While we were already making such adjustments in practice, the Reasonable Adjustments Policy was being introduced to formalise our approach and provide a clear framework. To make sure the policy was clear and helpful, we consulted residents through a survey (December 2024 - January 2025). We asked:

• Is the policy clear and easy to read?
• Does it cover everything it should?
• Should anything be added or expanded?

You said:

• 76.57% found the policy clear and easy to read
• 63.18% agreed that the policy covered everything it needed to
• Common feedback themes were:
  • Language was sometimes too complex or technical
  • Layout and font size could be made more accessible, with suggestions to add bullet points within the policy
  • Requests for an Easy Read version

We did:

• Revised the policy to improve accessibility:
  • Added bullet points
  • Simplified layout
  • Made language more user-friendly.
• Created an Easy Read version of the policy