Your voice. Your influence. Together we improve housing services.

Tenant feedback helps shape housing services, policies and future plans. Different groups focus on different topics, but they work together so tenants can influence decisions and hold services to account.

Use this page to see how tenant feedback moves through our groups, where recommendations go, and how we report back on what has changed.

You can read the decision journey first, then choose the group that is most relevant to you. To view all of our current groups, please click here.

Decision Map

The decision map shows how tenant feedback moves through housing services. It also shows how we tell tenants what has changed. It is a two-way conversation. Tenants share their views. Housing Services listen, respond and take action where possible. Tenants then receive updates on what happened next.

CHAG means the Council Housing Advisory Group.

It looks at housing performance, tenant feedback and recommendations from tenant groups before formal Council decisions are made through the correct process.

Summary Of The Decision Map

1. You Tell Us

Tenants share feedback through surveys, consultations, tenant satisfaction surveys, complaints, compliments, estate walkabouts, community events, tenant meetings, online engagement and social media.

2. Tenant Groups Review & Challenge

Tenant representatives look at feedback and evidence. They share experiences, ask questions, challenge performance, agree priorities and make recommendations for improvement.

3. Housing Services Take Action

Housing officers and managers look at the feedback and recommendations. They investigate issues, review services, develop improvement plans and check what can be done.

4. Tenant Representatives Check Progress

The Council Housing Advisory Group, known as CHAG, and tenant panels check progress. They look at whether tenant feedback has been listened to and acted on where possible. They also review actions, ask for evidence and check that services are making progress.

5. Decisions Are Made

Some decisions are made by Housing Services. Other decisions may need senior managers, councillors or Council committees. This depends on the issue. Before decisions are made, tenant feedback, tenant group recommendations, performance information, safety rules, legal duties and available resources are considered.

6. We Tell You What Changed

Housing Services report back on what tenants told us, what action was taken, what decisions were made, what improvements happened and what will happen next. Updates may be shared through "You Said, We Did" updates, newsletters, tenant meetings, action trackers, annual reports, website updates and social media.

Tenant feedback helps shape improvements, recommendations and decisions. Formal decisions are made through the correct Council process. We should show tenants how their feedback has been used and what difference it has made.

If you'd like to make a difference within your community, you can learn all about our available tenant groups by clicking here.