The Housing Advisory Board of Bury Council met on Tuesday 28 July 2026 to discuss a range of housing-related matters. The Board received updates on stock condition, quarterly performance, and the repairs review. Key discussions included the annual complaints handling report and self-assessment, and the draft housing strategy for public consultation.

Tenant Engagement and Tenant Voice Report

The Board received an update on the work of the Tenant Voice Forum. It was noted that progress continues to be made in strengthening tenant engagement, with the Tenant Complaint Review Group having met to review the current complaints process. Members were assured that training for this group is being looked into with TPAS. Concerns were raised about the diversity of the Tenant Voice Forum members, and it was noted that while there are currently 6-8 tenants attending with varying capabilities, the forum is temporarily suspended due to not being quorate. The Tenant Voice Forum is expected to develop further, with potential progression routes to a scrutiny panel. The Board noted the report.

Draft Housing Strategy

Jackie Summerscales, Strategic Housing Manager, presented the draft housing strategy. The strategy outlines a ten-year framework to address housing pressures and support community goals, with a vision for everyone in Bury to have access to a safe, affordable home that supports health, independence, and thriving communities. Key objectives include delivering more homes, improving their quality, enabling access to suitable homes, preventing homelessness, and ensuring Bury Council is an excellent landlord. The strategy aims to reposition town centres, support independent living, shape a fair and safe private rented sector, and create sustainable neighbourhoods.

Members were informed that a public consultation on the draft strategy will take place, with accessible formats including easy-read versions being made available. The Board was encouraged to share the consultation details with residents. Queries were raised regarding the spending of Section 106 contributions up to 2026, and it was confirmed that there is a ten-year timeframe for spending these funds, with ongoing monitoring to ensure their utilisation. The Head of Housing Property agreed to bring a report on progress towards net zero in council homes to the Board in November. Regarding empty homes, it was noted that approximately 98% are privately owned, and enforcement teams are engaging with landlords and attempting to locate relatives to discuss options. The Board also discussed the capacity for delivering new homes, with the understanding that most will be delivered by private registered providers, as the Council lacks the capacity for direct property development. The Board noted the update.

Annual Complaint Handling Report and Self-Assessment Against the Complaint Handling Code

Claire Rogan, Head of Performance Improvement and Assurance, presented the annual report on complaint handling for the period 1 April 2025 to 31 March 2026. Key highlights included an increase in Stage 1 complaints resolved within target (71.58%, an improvement from 50% the previous year) and an increase in compliments received. The main themes for complaints were failure to follow policy, delays in taking action, and poor communication and customer service.

Members discussed the overrepresentation of tenants with disabilities in the complaint figures, raising concerns about whether other unhappy tenants were not coming forward. Rogan assured the Board that a deeper dive, including estate roadshows, is being conducted to address this. Concerns were also raised about the volume of Anti-Social Behaviour (ASB) complaints, particularly regarding case management, timely updates, and noise nuisance. The Board was informed that the team is reviewing options for soundproofing properties. The Board noted the report.

Decent Homes and Stock Condition Assurance

Boe Haslam, Head of Housing Property, provided an update on the Decent Homes Standard and stock condition. The report highlighted a revised process for managing and reporting on Decent Homes, moving away from a monthly reactive approach to a more predictive and forward-looking model. A new booking system for tenants to schedule stock condition surveys has been introduced. Members raised concerns about the poor condition of some returned properties and inquired about budget availability for addressing these issues. Haslam explained that when properties are identified as being of low standard, housing colleagues will provide additional support, urgent repairs will be escalated, and whole-house repairs will be added to the programme. The Board noted the report.

Quarterly Performance Update

Claire Rogan presented the Quarter 1 2026/27 performance update. It was noted that overall tenant satisfaction remains below organisational targets and the Housemark benchmarking median. The team is behind on its stock condition survey programme due to capacity issues but expects to catch up by the end of the year with full recruitment and agency support. Investment in energy efficiency is expected to improve performance. Average re-let times for voids were reported at 54 days, above the target. There were 18 overdue Landlord's Gas Safety Records (LGSRs), with 11 properties less than one month overdue and 7 between one and four months overdue. Rent arrears remain below internal targets and sector benchmarks. Routine repairs performance fell to 56.98%, well below the 90% target, due to high demand, aged repairs, and capacity constraints.

Members requested more detailed information on repairs and maintenance figures, which officers agreed to provide in future. The Head of Service responsible for rent performance will attend the September meeting to provide an update and assurances. The Board noted the report.

Repairs Review Update

Simon Blundell, Head of Repairs and Maintenance, provided an overview of the repairs review. Encouraging progress has been made, with improvements in emergency repair performance, first-time fix rates, repair completion times, and customer satisfaction. However, challenges remain with non-emergency repairs completion times (57% against a target of 90%) and overdue repairs within the Work in Progress backlog (39.62% against a target of 5%).

Work is continuing to prepare for the implementation of Awaab's Law, with improved systems for compliance and case management being introduced. Customer communications are improving, and a new platform is being introduced for enhanced customer engagement. The service has achieved a full complement of back-office staff, but further focus is needed on recruiting and retaining operational staff. Members queried the next phase of Awaab's Law implementation, and were advised that senior leadership is developing plans for a joint departmental effort. The Board noted the report.