Purpose

This report provides an update for Cabinet on
the progress of the Housing Services Improvement Programme since
June 2025. In December 2024, officers agreed to provide Cabinet
with quarterly updates on the progress being made in addressing the
issues raised by the Regulator of Social Housing. This is the third
of these reports. Cabinet was previously updated on the findings
and initial response in June 2025.
 
It also seeks Cabinet approval of four key
outputs from the Transparency and Resident Access workstream within
the programme. These are the new Resident Involvement Strategy and
Action Plan, the Housing Ombudsman Complaints Self-Assessment and
the Corporate Response to the Annual Complaints
Self-Assessment.

Decision

For the reasons set out in this report and its
appendices, Cabinet RESOLVED to Agree:
 
i) 
The adoption of the new Housing Resident Involvement Strategy
attached at Appendix 1;
 
ii) 
The 2024/25 Annual Complaints Self-Assessment to the Housing
Ombudsman attached at Appendix 5
 
iii) 
The Corporate Response to the 2024/25 Annual Complaints
Self-Assessment attached at Appendix 6
 
iv) 
The adoption of the amended Housing Complaints Policy attached at
Appendix 7
 
v) 
To note the quarterly update on progress of the Housing Services
Improvement Programme since June 2025 set out at Section 4 of the
report
 
vi) 
To note the feedback and observations received from the engagement
and consultation process for the new Resident Involvement Strategy,
as set out in the Consultation Report at Appendix 2
 
vii) 
To note the Equalities Impact Assessment for the new Resident
Involvement Strategy attached at Appendix 3
 
viii) 
To note the Annual Complaints Performance Report attached at
Appendix 4
 
Alternatives
considered
 
1.  Do nothing: given
the C4 rating, it is not possible for the Council to do nothing.
Under the terms of the Social Housing Regulation Act 2023, the
Council is required to comply with the Regulator’s judgement
and reach compliance with the Consumer Standards. C4 and C3 ratings
are non-compliant, so in order to achieve compliance, the Council
would be required to meet a C2 or C1 grade.
 
2.   Do not approve the
Resident Involvement Strategy and Action Plan: the previous
Resident Involvement Strategy expired in 2024 and the Council
currently has no strategy to steer actions for the coming years.
Resident Involvement is a crucial facet of the Housing Services
Improvement Programme so a strategy is therefore considered
necessary.
 
3.   Do not approve the Housing
Complaints Annual Complaints Self-Assessment and Corporate
Response: the Council is required to attain corporate agreement to
these documents and submit these details to the Housing Ombudsman
by the 30th September 2025. Failure to do so may result in the
Housing Ombudsman taking action against the Council.