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