Issue - meetings

The Tenant Engagement Officer presented the report to the Board.

The Regulator for Social Housing Consumer Standards had been updated (with effect) from 1^st April 2024.  The Transparency, Influence and Accountability Standard stated the following:

“1.4.1 Registered providers must communicate with tenants and provide

information so tenants [could] use landlord services, understand what to expect from their landlord, and hold their landlord to account”; and,

“2.3.1 Registered providers must provide tenants with accessible information about the[…] available landlord services, how to access those services, and the standards of service tenants [could] expect”.

The Council wanted to ensure tenants were provided with information to hold the Council to account – tenants could only do that when provided with a set of service standards and if they knew the level of service to expect.

Attached at Appendix 1 was the Customer Service Standard – it was intended to introduce a similar set of service standards for all Housing services.

Details of the possible Housing Service Standards was attached at Appendix 2.

RESOLVED that the Board note the contents of the report and confirm agreement to introducing Housing service standards.