Tenant and Leaseholder Annual Report: Transparency, Influence and Accountability
Influencing our decisions and holding us to account is in this standard. It also covers fairness and respect and raising complaints. We will:
- Treat tenants and prospective tenants with fairness and respect
- Take tenants’ views into account in our decision-making about how landlord services are delivered. Tell you how your views have been built into our work
- Communicate with you and provide information so you can use landlord services, understand what to expect from your landlord, and hold us to account
- Collect and provide information to support you to understand how we are doing so that you can question us on how we are providing services and challenge us to do more
- Ensure complaints are addressed fairly, effectively, and promptly
What we have done:
- Launched a new format to our tenant newsletter making it more accessible. This new format enables us to understand which topics are of most interest to you, helping us tailor future newsletters to include more of the information that matters most to you. See Open Door
- Recorded information relating to the diverse needs of our tenants allowing us to tailor the service we provide for our tenants. Tell us about your needs by completing the form at www.york.gov.uk/form/SupportingOurTenantsNeeds
- We improved our understanding of tenants' needs by recording 1,412 specific support needs across 924 tenant records, helping us deliver more personalised services and ensure reasonable adjustments are made where required
- Reviewed our complaints process to improve our response timescales
What we will be doing this year:
- Introduce new ways of handling complaints to help us respond more quickly and effectively
- Write to all tenants to find out who would like to have a greater say in how we deliver our services through one of the many ways we have to get involved
- Promote and support the setting up of new resident associations
- Make our performance information easier to access and understand, helping you to see how we are performing and challenge us to do better
Performance in this area
|
Tenants' perception from satisfaction surveys |
2024/25 |
2025/26 |
|---|---|---|
|
Landlord listens to views and acts on them |
46.19% |
56.1% |
|
Landlord treats them fairly and with respect |
57.55% |
59.1% |
|
Landlord keeps them informed about things that matter to them |
49.37% |
66.9% |
|
Satisfaction with approach to complaints handling |
22.57% |
32.2% |
|
Management Measures |
2024/25 |
2025/26 |
|---|---|---|
|
Number of stage one complaints received per 1,000 homes |
15.9 |
29.1 |
|
Number of stage 2 complaints received per 1,000 homes |
4.8 |
4.8 |
|
Proportion of stage 1 complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales |
54.7% |
27.4% |
|
Proportion of stage 2 complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales |
40.0% |
22.9% |