Agenda item

Members are invited to consider an officer report providing them with information on the formation of a procedure for staff and a policy for tenants to help all parties understand what behaviour is expected of tenants.

The Head of Housing Operations introduced the item and explained the reasons for undertaking tenancy audits. This included supporting tenant well-being, detecting fraud and facilitating collaborative working.

An explanation of the Social Regulation Act 2023 and consumer standards was provided. It was noted that the Act had granted stronger powers to inspect and enforce standards to tenants.

The Committee were shown the step-by-step process of how a tenancy audit was carried out. Housing Officers issued an appointment letter to the tenant advising of the date and time of the audit and then contacting the tenant again to confirm availability. The visit was then undertaken, during which any necessary repairs would be identified and raised.

Officers explained the outcomes of tenancy audits, noting that these allowed follow up actions when required. Referrals to other teams were also made where necessary.

It was reported that a target of 160 tenancy audits per month had been set. Between January and August 2025, 15% of audits were unable to be completed due to access not being granted. Members were also advised of the enforcement process that followed where access was not given after multiple attempts.

Members were informed of trends identified through tenancy audits, such as unauthorised works undertaken by tenants and household details not being kept up to date.

Members were shown photographs of unauthorised works undertaken by a tenant, with a significant volume of waste presented at the property. Officers arranged for an engineer to visit and provide advice, and the tenants were decanted from the property. The cost of the works was recharged to the tenant. Further photographs were shown from a separate tenancy audit where no concerns were identified, and it was confirmed that a subsequent audit would be scheduled in three years’ time.

At this juncture, it was noted that access rates had declined in December 2024 due to school holidays and limited tenant availability. The no access process was applied to support entry where required.

The Chair thanked officers for their presentation and thanked the former Chair of Community Select for the work previously undertaken, which had enabled the current arrangements to be established.

A question was raised as to whether the audits were focused on one area or undertaken across the town. Officers explained that audits were informed by data indicating where residents had not booked a repair for some time or had limited contact. This approach was applied to all Right to Buy properties.

Members commented on safeguarding issues which the Housing Officers may encounter during Tenancy Audits. Officers advised that Housing Officers had received the appropriate training to report any concerns, enabling the Council to support both tenants and officers.

Members also commented on the standard of properties once they had been taken over from voids, and officers noted that a review of the lettable standards was currently underway. Tenants would also receive a survey to identify any concerns.

A question was raised regarding drug use within council properties, and officers confirmed this was a breach of tenancy agreements. and noted that significant evidence was needed to progress further. They explained that significant evidence was required to take further action, and letters could be issued to flat blocks to advise residents that the Council was aware of the issue.

Officers confirmed that a new Resident Engagement Manger had been appointment and that new communications to educate tenants would be introduced. It was noted that further messaging would be promoted through the Council’s social media channels.

It was noted that the Tenancy Audits would also provide insight into instances of overcrowding and under-occupancy within properties.

In response to a question on the no access policy, officers advised that this would now take into account stock conditions, compliance and non-access for repairs to make sure the relevant teams are notified.

It was noted that consideration was being given to the introduction of an automated text messaging system to provide residents with notification of the timeframes for Housing Officer visits.

Officers noted that the work of the ASB team could be reported to committee regarding how cases were triaged and addressed.

The Chair thanked officers for their contributions to the meeting.