Issue - meetings

To note the analysis of the access to the Housing Landlord Service across key protected characteristics (report of the Assistant Director – Housing enclosed).

To analyse the access to the Housing Landlord Service across key protected characteristics (report of the Assistant Director – Housing enclosed).

Consideration was given to the report of the Assistant Director – Housing which analysed access to the Housing Landlord Services across key protected characteristics.

The Housing Service Insight and Improvement Lead introduced a summary of the report:

The Housing Landlord Service had undertaken an access to services analysis in response to actions arising from the Regulator of Social Housing’s regulatory inspection in 2025. The purpose of the analysis had been to determine whether the Council’s housing services were accessible to all tenants, including those with protected characteristics and those identified as vulnerable. Members were advised that service contact was received through a range of pathways, including telephony, email, text messaging, web forms, focus groups and face?to?face interactions, and that contacts often involved multiple queries across more than one service area. Due to the complexity of information held across different systems, the analysis had been completed using incoming case data recorded within each service area to ensure accuracy and reliable comparison.

Members were informed that data had been examined across ten housing service areas, including responsive repairs, complaints, antisocial behaviour, rent arrears service (incoming contact only), Damp Condensation and mould, independent living, cost?of?living support, sheltered housing, the handyperson service and Right to Buy applications. The analysis, covering the period from 1 April to 31 December 2024, overlaid active tenant information to identify whether any characteristics or vulnerabilities were associated with lower access to services. Initial findings indicated that nationality and ethnicity did not present barriers to contact, although some European ethnic groups appeared marginally less likely to engage, which could be attributed to cultural differences or potential language barriers. Officers advised that the promotion of translation and interpretation services had therefore been identified as a potential service improvement.

It was further reported that age?related access patterns broadly reflected the wider tenant population, with younger tenants being marginally less likely to contact some services. Officers advised that targeted digital and social media communications may support greater engagement among younger tenants. No evidence was found to suggest that gender affected access to services. The analysis also confirmed that tenants with identified communication needs were accessing services at equivalent or higher rates than the general tenant population. In addition, tenants reporting vulnerabilities such as hearing, learning, mobility or behavioural impairments were found to have access rates equal to or exceeding those of the wider tenant population.

On completion of the analysis, officers had identified a number of proposed actions, including continued promotion of translation and interpretation services, targeted digital engagement and review of online tools for accessibility.  The analysis was proposed to be repeated annually to monitor trends and ensure that access remained equitable across all tenant groups.

Members considered the report and made the following comments:

·         Members queried the reporting period, noting that dates appeared to span an eighteen?month timeframe.

o   The Housing Service Insight and Improvement Lead clarified that the data set covered the period from 1 April 2024 to 31 December 2025 and confirmed that  ...  view the full minutes text for item 74