Audit 2025 - Choice Based Lettings (CBL)
Why was this audit carried out?
The Sandwell Tenant Auditor Group (TAG) reviewed the Choice Based Lettings (CBL) system to understand how easy it is for people to register for housing, bid for properties, access information and support, and understand the process. The audit included reviewing the website and application forms, surveying customers, and speaking with staff.
What is working well?
- Most people (95%) said the housing registration process was easy to follow.
- Information on the website was generally written in plain English and was easy to read.
- The font size and layout were considered good.
- Most people were able to start bidding shortly after their application was approved.
- Most applicants (76%) felt the bidding process was easy to understand.
- Most people (77%) said they were offered help with bidding if they needed it.
- Many customers praised staff who helped them in person, over the phone, or through local support services.
What tenants said needs improving
- Better Communication: Many people said they did not know whether their application had been approved, had not received updates, found it difficult to contact the housing team, and wanted regular updates by phone, text, or email.
- Clearer Information: Some tenants were confused about what happens after an application is submitted, how long different stages take, how the bidding system works, why their housing band was allocated, and what happens after a successful bid.
- Property Advertisements: Tenants would like more photographs, floor plans, information about gardens, room sizes, heating, pet policies and Council Tax bands, and easier access to the property newsletter.
- Support for Vulnerable Customers: Questions about whether applicants can read or speak English should be asked earlier, more support should be available for people with disabilities and those who need translation services, and some older residents found online bidding difficult.
What staff said
- Housing staff explained that every application must be checked carefully, including local connection, housing need, medical circumstances, rent arrears and eligibility.
- Missing documents are one of the biggest causes of delays.
- Changes in applicants’ circumstances can affect priority and lead to further checks.
- The current auto-registration system can create duplicate applications and confusion.
Key Recommendations
- Make website and application information clearer and easier to understand.
- Clearly explain that joining the housing register does not mean joining a waiting list; properties are allocated through bidding based on housing need.
- Improve communication and provide regular updates to applicants.
- Offer better support for customers who need help with language, disabilities, or digital access.
- Improve property advertisements by including more photographs and property details.
- Review the auto-registration system to reduce duplicate applications and improve customer experience.
- Collect customer satisfaction data to better understand tenant experiences.