Decision details

New Housing Customer Engagement Strategy, 2020-2022

Decision status: Recommendations Approved


The report details a new proposed Engagement Strategy to be adopted by the Housing and Neighbourhood Service in respect to its tenants and leaseholders.  It seeks approval for the adoption and implementation of the proposed Strategy.


That the Cabinet Member for Neighbourhoods and Community Safety:-


(a) approves the Customer Engagement Strategy attached to the report as Appendix 1, as a statement of the Council’s approach to customer engagement in its role as a social landlord; and


(b) approves the associated Initial Action Plan attached as Appendix 2.


Reasons for the decision:

The Housing and Neighbourhoods Service needs to find ways to engage with a greater number and a more diverse range of customers.  The Strategy and associated action plan set-out how this can be achieved.


The environment in which the Service is operating is ever-changing, and its engagement methods need to evolve and modernise to reflect this.

Alternative options considered:

An alternative option to adopting the proposed Strategy is to continue to undertake customer engagement in the same ways as we do now.  This however would not achieve the increased level of engagement which the Service needs in order to fully respond to the changing needs of its customers.

Publication date: 04/03/2021

Date of decision: 01/03/2021

Effective from: 11/03/2021

Accompanying Documents: