Housing improvement plan 2023

Our plan to improve services for tenants and leaseholders.

This plan was agreed in April 2023, after the council brought the management of its housing service back in-house.

It sets out a number of key objectives and actions for improving services for tenants and leaseholders and increase satisfaction. In summary, these are to:

  • improve tenant involvement and satisfaction to provide a resident-focused housing service
  • improve ways of working and performance
  • maximise opportunities to improve the customer experience through information and communication technology (ICT)
  • improve compliance and make resident safety our highest priority
  • improve complaint handling
  • deliver value for money
  • invest in the quality of our homes through our planned maintenance programme
  • provide more visible and locality-based teams on estates more frequently
  • upskill staff and provide better, more attractive jobs

Read more detail in the full report (PDF, 28MB).