Agenda item

Presentation by Communication and Engagement Co-ordinator

The Communications and Engagement Co-ordinator gave a presentation (previously circulated) updating Members on the Customer Engagement Strategy 2021-2024.

The presentation outlined the Engagement Strategy and the Councils aims; details were provided of the increased customer engagement in 2022/23, with events being held in new locations and Estate walkabouts continuing; and particular reference was made to the engagement event in Lancaster Close and an estate walkabout in Skerne Park.

It was reported that the Council continued to be a member of Tpas, promoting, supporting and championing tenant involvement and social empowerment in social housing; details were provided of the Housing Webpage and an overview of the Tenants Panel; and reference was made to the Community Engagement Fund which had been set up by Housing Services to support community projects in areas where Housing Services own properties. 

Members noted that the second edition of Housing Connect was due in August 2023, was accessible online and delivered to every tenant; the engagement work undertaken with refugee families; and a customer satisfaction survey was being undertaken in 2023/24.

Details were provided of the regulatory standards; investment in staff including further training provided for staff in 2022/23; and Members were informed of the next steps for 2023 and 2024.

Discussion ensued regarding estate walkabouts and how these were prioritised; Members highlighted concerns regarding feedback to residents when a concern was reported and were assured that work was being undertaken to improve feedback to residents including the use of the Council’s website, noticeboards and You Said We Did.

Further discussion ensued regarding the tenants panel, including how this was advertised to tenants and their involvement in the management of complaints received by the Council.

RESOLVED – That the presentation be noted.