Meaningful Engagement Session, 12 August 2026: Annual Report, Complaints Policy and Resident Interaction Code - This consultation has now ended

Join us for a Meaningful Engagement Session where you'll have the opportunity to shape this year's Annual Report, review proposed changes to our Complaints & Compliments Policy, and help us develop a new Resident Interaction Code. Your feedback will help ensure that important information, policies and service standards reflect what matters most to tenants.


Meaningful Engagement Sessions provide tenants with the opportunity to influence services, policies and communications before decisions are finalised. This session focuses on three important areas:
  1. 2025 / 2026 Annual Report 
  2. Revised Complaints & Compliments Policy 
  3. New Resident Interaction Code. 

What we will cover
The session will begin by sharing how feedback from previous engagement activities has shaped council plans and services, demonstrating our commitment to a "You Said, We Did" approach. Participants will then have the opportunity to help shape the content and format of this year's Annual Report, ensuring it focuses on the information tenants want to see and answers the questions that matter most to residents. 
We will also gather feedback on proposed changes to the Complaints & Compliments Policy. These changes have been made following recommendations from the Housing Ombudsman to improve clarity, accessibility and compliance with the Complaint Handling Code. We want to understand whether the revised policy is clear, fair and easy for tenants to use. 
Finally, we will explore the Resident Interaction Code. The code sets out the standards of behaviour tenants should expect from housing staff and contractors, including communication, professionalism, fairness, accountability and respect. It supports the Competence and Conduct Standard and aims to provide tenants with greater confidence about how they will be treated when accessing housing services. 

During the session, we will explore:
  • What information tenants most value in the Annual Report.
  • How housing performance information should be presented.
  • Whether the Complaints & Compliments Policy is clear, accessible and tenant-focused.
  • How excellent service should be recognised.
  • The standards and behaviours tenants expect from housing staff and contractors.
  • Whether any expectations are missing from the Resident Interaction Code.
  • How tenants would like to hear about the code and understand whether it is making a difference.

What will happen next
The feedback gathered will help shape the final Annual Report, inform any final changes to the Complaints & Compliments Policy, and refine the Resident Interaction Code before it is promoted more widely. This will ensure that tenants play an active role in shaping both the information they receive and the standards of service they can expect.

Thanks to everyone who took part.
Wards

Start Date

12 August 2026

End Date

12 August 2026

Days Remaining

0

Result

Thank You


Thank you to everyone who took part in our Meaningful Engagement Session on the Annual Report, Complaints & Compliments Policy and Resident Interaction Code. We also received a written submission from a tenant who was unable to attend. Your feedback has helped us understand what information tenants want to receive, how policies can be made more accessible and what standards residents expect when interacting with housing staff and contractors.

What We Heard


Tenants want greater transparency and accountability
Across all three topics, participants highlighted the importance of transparency. Tenants wanted clearer information about how decisions are made, how money is spent, how services are performing and how feedback influences future priorities. Participants also wanted stronger evidence that tenant views lead to real service improvements through a clear "You Said, We Did" approach.

The Annual Report should focus on impact, not just activity
Participants valued performance information but wanted more emphasis on outcomes and progress. Key priorities included repairs, damp and mould, anti-social behaviour, housing investment, safety, tenant influence, value for money and future plans. Tenants also wanted clearer reporting on how feedback, complaints and engagement activity have shaped services and decisions.

Information should be easy to read and understand
Accessibility was a recurring theme throughout the session. Participants supported the use of Plain English, clear layouts, visual content and alternative formats. They also suggested providing clearer explanations of technical terms and making it easier for tenants to find the information that matters most to them.

Complaints processes should demonstrate ownership and learning
Participants felt the revised Complaints & Compliments Policy was generally clear and easy to understand. However, tenants wanted stronger emphasis on ownership and accountability, including reassurance that someone will take responsibility for resolving issues and communicating throughout the complaints process. Residents also wanted clearer evidence that learning from complaints is used to improve services.

Respect, communication and accountability should be at the heart of the Resident Interaction Code
Participants were supportive of the proposed Resident Interaction Code and identified respect as the most important standard. Clear communication and accountability were also highlighted as critical. Tenants felt the success of the Code should be measured through residents' experiences, feedback and satisfaction rather than internal measures alone.

What Happens Next?


The feedback from this session will be used to inform the development of the 2025/26 Annual Report, including its content, priorities, accessibility and approach to reporting tenant influence and performance. Feedback on the Complaints & Compliments Policy will be considered as part of the final review before approval, while suggestions relating to the Resident Interaction Code will be used to refine the Code and develop future awareness-raising activities. A summary of findings and resulting actions will be shared with participants through a future "You Said, We Did" update.

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  • Consultations
  • Housing

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