Action Plan to improve Tenant Satisfaction

How are we doing?

In 2022, we carried out a Tenant Satisfaction Survey where we asked tenants what they thought of the Council’s housing services. 

Survey results 

From listening to your views, we created an action plan to improve your experience. 

Don’t miss your chance to tell us how we’re doing and help us continue to improve our service. 

Here’s what we’ve achieved so far:  

Service area Goal Timeline Progress
Anti Social Behaviour Review the ASB policy
& procedure
September 2023


In March, we involved tenants in reviewing our policy and procedure

Customer guide to the
ASB service
october 2023


We have created a guide, with assistance from tenants. This is currently being designed. 

Dealing with Housing Services Housing online portal April 2023


Tenant’s can now communicate with the Council through HousingOnline

Repairs handbook Spring 2023


We involved tenants to help us create a guide to the repairs service. You can request a printed copy, or it is held online

Customer service guides January 2023


We have created a customer service guide for colleagues to use with enquiring tenants to ensure a consistent response and assist in managing expectations. 

Complaints training March 2023


After carrying out a self-assessment on how we handle your complaints, we gave all housing staff a training session. 

We carry out an annual review of our complaints handling. Contact us on to be involved. 

Communal Areas Estate improvement policy  


We have been implementing Estate Inspections in consultation with affected neighbourhoods. To request an estate inspection, contact your Area Housing Manager. 

Estate action day (seasonal) On-going

We are working with the Community Development team for future focus in Englefield Green. We also are continuing ongoing actions identified with Garfield Road, Addlestone. 

If you identify ways that we can improve the area you live in, contact your Area Housing Manager or email us.

Listening to tenants views


engagement strategy action plan


We continue to roll out our Engagement Action Plan where we aim to work with and listen to our tenants.

Tenants engagement

Consult tenants on new estates cleaning contract September 2023 We will be going to Housing Committee in November with a proposal. 
Repairs and maintenance Recruitment of MCP, who provide a new repairs contact centre April 2023


MCP began with us in April. You can now report repairs online through the portal, or over the phone and speak direct with the contractor. This means you can schedule a repairs the first time you contact us. 

Online ordering of minor repairs April 2023


Tenants can now report repairs online. See our video on MCP for more information. 

Improve Decent Homes levels Asset Management’s Plan 2021-2026

We are continuing to fit homes with new kitchens, bathrooms, rewiring and boilers. 

Keep up to date on this progress with our Tenant’s Newsletter

Communication Fire Risk Assessment process and actions From February 2023


This is in relation to the Building Safety Act where high-rise properties are safeguarded in the event of a fire.

Building safety