2025/2026
Quarter 1 : April 2025 - June 2025
| Improvement | Benefit | Target for Completion | Update |
|---|---|---|---|
| We will record the issuing of temporary heaters to ensure they are delivered, and that the heating source provided is adequate. | This will improve customer service during heating failures, and will provide accountability. | 01.12.2025 | |
| All new contracts with external repairs contractors will have an agreed process for when they are unable to gain access to your property to carry out repairs. | This will hold contractors accountable for missed appointments, and allow us to provide better information to customers following 'no access' outcomes. | 01.12.2025 | |
| Our repairs teams will ensure that all agreed repairs jobs are logged on the repairs system. | This will ensure that the work has been agreed and allow you to chase the progress of your repairs. | 11.12.2025 | |
| Our gas team to ensure that there is a process in place for reporting gas leaks and providing the correct information to affected residents. | This will ensure the safety of residents and their homes. | 20.12.2025 |
Quarter 2 :July 2025 - September 2025
| Improvement | Benefit | How we will measure / record | Target for Completion | Update |
|---|---|---|---|---|
| Ensure that we check 100% of repairs to arrange for parts needed before making appointments with you. | This will prevent wasted appointments without correct parts. | Quality checks of completed repairs | 13.02.2026 | |
| Ensure our repairs team are taking photos of works before they start and when works are completed for 100% of repairs that are done in your property. | This provides accountability for the standard of work and any mess left following repairs. | Quality checks of completed repairs | 13.02.2026 | |
| We will update leaseholder responsibilities regarding electrics in flatted accomodation. | This will provide clarity to leaseholders on their responsibilities. | Web page will be udpated | 04.03.2026 | |
| We will ensure that 100% of staff visiting properties are trained to identify damp and mould. | This will help to ensure a proactive response to damp and mould issues. | Staff training records | 17.03.2026 | |
| Give 100% or repairs inspectors damp meters. | This will help to ensure a proactive response to damp and mould issues. | Quality checks of completed repairs, Equipment issue records | 17.03.2026 | |
| We will give new tenants damp and mould information when siging for a new tenancy. | This will help to ensure a proactive response to damp and mouild issues. | Tenancy records | 17.03.2026 |
Quarter 3 :October 2025 - December 2025
| Improvement | Benefit | How we will measure / record | Target for Completion | Update |
|---|---|---|---|---|
| Text messages will not be sent to you in error for appointments with contractors. | You will not be given incorrect information and will not lose time waiting for appointments. | Details of complaints and reduction in failed appointments. | ||
| Our out of hours teams will now record your contact on the system rather than on paper records. | The information that you provide to our out of hours team will be recorded accurately and will be available to other teams. | Electronic records | ||
| If you have a leak the ceiling will always be checked to ensure it is safe and issues will be rectified promptly. | Prevent health and safety issues in your property. | Repairs records | ||
| We will let you know if we have to cancel a repairs appointment. | This will prevent you wating in for cancelled appointments. | Quality checks of completed repairs |
Quarter 4 :January 2026 - March 2026
| Improvement | Benefit | How we will measure / record | Target for Completion | Update |
|---|---|---|---|---|
| We will ensure the Housing Resolution team have access to historical non housing complaints. | This will ensure all information on previous complaints are available to the team and ensure all relevant information is considered when investigating your complaint. | All team members will have access | ||
| We will work with all teams across the council to ensure compliance with Ombudsman Guidance. | This will ensure quality and compliant responses as standard accross all teams. | Ombudsman determinations, complaint reports | ||
| We will gather feedback from residents who have made complaints on how effective they feel our resolutions and responses to complaints are. | This will ensure that residents voices are heard, and encourage continuous learning and improvement. | Complaint panels, survey scores |