You said, We did
Since we launched the Tenant Voice Action Plan in summer 2025, the Tenant Voice Team spoke to tenants across Kirklees in libraries, community centres, Tenant and Resident Association (TRA) meetings, retirement living schemes and local events. We listened to 152 tenants who completed surveys and shared what matters most to them. Here's what you told us and what we've done in response since last summer.
Many tenants told us they prefer face-to-face engagement and value speaking directly to staff rather than relying on digital methods.
We did
- Delivered over 30 in person engagement sessions across the district, including libraries, food support centres, TRA sessions and retirement living schemes.
- Introduced a new open format Neighbourhood Forum, allowing any tenant or leaseholder to attend. Four forums were held this year, two in the North and two in the South.
- Ensured team members were visible and available to talk, helping tenants who prefer non-digital options.
Tenants across several wards shared confusion or concern about new grounds maintenance charges.
We did
- Used engagement events to explain the charge, how it works and what it covers.
- Logged specific estate level issues (e.g. grass not cut, poor service quality) and passed them directly to Grounds Maintenance for response.
- Updated forum content to include Q&A sessions with service leads, so tenants can get clear answers.
The most common feedback across the district was around repairs delays, repeat visits and communication.
We did
- Collected detailed comments and passed them into the Repairs Redesign Project, ensuring tenant experiences directly shape policy and processes.
- Introduced real-time text feedback after repairs appointments, so tenants can tell us immediately if something wasn't right.
- Escalated property specific concerns raised at events to the Repairs Team for follow up.
Many tenants said they wanted simpler, more frequent communication.
We did
- Launched the first Tenant Newsletter, reaching more than 5,000 tenants in October 2025.
- Improved the clarity of key documents, including complaints guidance, annual rent letters, and information about home recording devices, all shaped with Tenant Led Panel feedback.
- Preparing a new Get Involved Handbook and a dedicated webpage listing all engagement opportunities (coming early 2026).
In several wards, tenants asked for more visibility, consistency and contact from Housing Officer
We did
- Logged all comments about Housing Officer visibility and fed them into Housing Management teams for action.
- Used Neighbourhood Forums to increase direct access to Housing Management, giving tenants opportunities to ask questions and raise concerns in person.
- Raised ward specific issues (e.g. temporary officers, unclear contact points) with managers to support more consistent coverage.
Several tenants said that although repairs were made, issues returned or follow-ups didn't happen.
We did
- Referred individual concerns directly to the Damp, Mould & Condensation (DMC) team during events.
- Used tenant feedback to help shape improvements in the DMC process and ensure cases are treated with urgency.
- Added DMC as a standing discussion topic at Neighbourhood Forums, so tenants can ask questions face-to-face.
Tenants, especially families and retirement living tenants, said local activities matter.
We did
- Supported local groups, including helping Windybank TRA launch a volunteer-led Stay & Play group with funding for equipment, room hire and refreshments.
- Built new partnerships with community centres, libraries and resident groups to host future engagement.
Tenants asked for more ways to influence decisions not just one-off surveys.
We did
- Expanded the offer to include Street Voices, Fire Safety Champions, Tenant Led Panel membership, and upcoming focus groups.
- Promoted involvement through newsletters, forums and direct discussions at events.
Improving how we manage anti-social behaviour (ASB)
Your insight directly shapes how we deliver services and how we involve tenants in decisions that matter.
Some ASB cases were not set up quickly, early action was missed and contact with officers was not always regular or clear.
We did
- Introduced a new ASB Policy in March 2025, setting clear standards for early intervention, case set-up, and ongoing contact.
- Delivered mandatory ASB training to all Housing Officers, ensuring everyone understands what is expected.
- Introduced ASB e-learning to support consistent practice and refresher learning.
- Required staff to confirm they have read and understood ASB policies.
- Strengthened oversight through ASB complaint response audits by Strategic Managers.
- Introduced peer manager audits of ASB cases, with learning and feedback shared to improve practice.
These changes mean ASB cases are opened promptly, managed more consistently, and reviewed more effectively.
Residents told us that their personal circumstances, including health issues or other vulnerabilities, were not always taken into account when ASB was being handled.
We did
- Introduced a new sign-up process to gather vulnerability information at an early stage.
- Implemented a new Vulnerable Tenant Policy in March 2025, setting out how vulnerabilities should be identified, recorded, and responded to.
- Delivered mandatory training for Housing Officers on vulnerability and risk.
- Developed e-learning to support the embedding of this policy into everyday work.
- Introduced case reviews and stress awareness briefings for housing management teams.
- Improved access to clear, shareable ASB procedures so officers have practical guidance available.
These improvements help ensure vulnerabilities are identified earlier and considered throughout the life of an ASB case.
Residents told us that delays in taking action allowed ASB to continue for too long, increasing distress and frustration
We did
- Strengthened enforcement expectations through the new ASB Policy and procedures.
- Updated the Tenancy Agreement in August 2025, providing clearer expectations for behaviour and stronger tools to tackle ASB.
- Reinforced timely and proportionate enforcement through ASB e-learning and training.
This means officers are clearer about when and how to act, helping cases progress more quickly where enforcement is needed.
Building on these changes, we have established a new dedicated ASB team within Housing Management. The team is made up of one Housing Manager and four Housing Management Officers, delivering ASB services across Kirklees in line with our service standards and ASB policy. They work closely with residents and in partnership with other services, including Safer Kirklees and Neighbourhood Policing Teams.
This approach means:
- All cases are triaged and prioritised based on risk and vulnerability.
- The team is a single point of contact for victims and perpetrators, so communication is clearer and better evidenced.
- Case management is more consistent and of higher quality.
- Close multi-agency links give victims more holistic support.
- Regular case reviews with partners mean we can respond quickly when circumstances change.
To introduce the new team and help tenants feel confident about reporting ASB, we are running ASB pop-up events across Kirklees in May 2026 - four in-person sessions across the district and one online. What we learn from these events will shape how we run future sessions.
We have launched Estate Action Plans for every estate, giving us a way to translate local priorities into practical, SMART actions at estate level. Plans focus on improvements to things like the estate environment, safety, anti-social behaviour and community wellbeing.
Plans are informed by:
- tenant engagement and feedback
- estate walkabouts and inspections
- Tenant Satisfaction Measures
- case data and partner intelligence
Estate Action Plans will be live documents - reviewed monthly by Housing Management teams and updated on this website at least quarterly, so you can see what's happening on your estate and how your feedback is shaping it.
What this means for residents
These improvements mean:
- ASB cases are set up and managed more consistently.
- Vulnerabilities are identified earlier and responded to appropriately.
- Officers are better trained, supported, and held to account.
- Enforcement action is clearer, more timely, and better evidenced.
- A dedicated ASB team is now in place to take this work forward.
- Every estate has a live Estate Action Plan showing what's changing on the ground.
We will continue to review ASB cases, learn from complaints, and make improvements to ensure residents feel listened to, supported, and safe in their homes.
Thank you for your feedback
We know that experiencing anti-social behaviour can be distressing and have a serious impact on people’s wellbeing. Feedback from residents, complaints and independent reviews showed that we did not always get things right. We have listened carefully and made changes to improve how ASB is managed and how residents are supported.
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