Agenda item

Presentation by the Assistant Director Housing and Revenues

The Assistant Director Housing and Revenues gave a presentation (previously circulated) updating Members on the Customer Engagement Strategy 2021-2024.

Details were provided of the increased customer engagement following the success of engagement events in 2021; regular events were being held in new locations and Estate walkabouts had been reintroduced in high profile areas; particular reference was made to the Social Housing Decarbonisation Fund engagement event and the estate walkabout in Firthmoor.

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 redesign undertaken in early 2022;  and the Tenants Panel continued to provide feedback on a range of policy changes.

Reference was made to the Tenant Satisfaction Measures that were due to come into place in April 2023; that surveys would be sent to tenants and would cover Repairs, Building Safety, Complaints, Customer Engagement and Neighbourhoods.

Members noted the engagement work undertaken with refugee families; the Housing Annual Report was due to be released imminently and Housing Connect was due to be released in August 2022 and March 2023; and customer satisfaction surveys were being undertaken to ensure the local authority were carrying out high quality work.

Details were provided of Docusign, a new signature portal and its associated benefits; and reference was made to work planned in 2022/2023.

Members acknowledged the good work of the Tenants Panel within the community and that the feedback they provide be encouraged; noted the progress that had been made and that the service was more customer friendly with the use of Docusign.

RESOLVED – That the presentation be noted.