Decision Maker: Cabinet

Outcome: Decision approved

Is Key Decision?: Yes

Is Callable In?: Yes

Date of Decision: September 16, 2025

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.

Content: 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.