To maintain high standards, we continually evaluate our performance against key business indicators and service standards set by tenants, we then report that performance.
Annual reports
We publish an Annual Tenant Report, setting out how we have delivered our part of the housing service standards and the work we have planned to make improvements. This year we have also produced a shorter highlights report, as requested by some of our tenants.
Our reports show how we are accountable to our tenants and how we make sure the services we deliver are what they want.
Housing advisory panel
The Housing Advisory Panel is made up of tenants and Councillors, who work together for the benefit of Wigan Council Tenants.
The Housing Advisory Panel will provide examination, scrutiny and challenge around services delivered to Wigan Council tenants. It will act as a source of advice for the Cabinet on issues of concern to tenants and leaseholders. It will provide and receive feedback via its members from other engagement forums and groups, ensuring that the tenant voice is at the heart of all housing services and promoting accountability. The Panel will provide leadership, challenge, and support in a constructive manner, sharing knowledge and experience as appropriate.
View agendas and minutes of previous meetings for the Housing Advisory Panel, as well as officer reports that were discussed (external link).
Apply to become a member of the Housing Advisory Panel.
To speak to a member of the team you can email the Housing Advisory Panel.
Housing scrutineer role
Our Scrutiny Panel members are known as Scrutineers. If our Housing Advisory Panel want to find out more about a particular area of our business, they request assistance from our Scrutineers. Scrutineers get the opportunity to look closely at how we work and take part in an in-depth review of our services. They will be able to ask questions of our workforce, attend meetings and delve deep into the inner workings of our organisation.
The scrutineers will then report their findings back to the Housing Advisory Panel, who will feedback those findings to the Board and suggest ways we can do things better.
Apply to become a scrutineer.
Complaints
Learning from your complaints helps us to improve our housing services.
Our new Complaints Annual Report 2023/24 tells you how we have listened and acted on any opportunities to make improvements following investigation of complaints and review of any trends. It covers:
- Trends in the types of housing complaints we have received,
- Improvements we have put in place,
- Customer feedback on how we handle complaints,
- Actions taken in response to the findings of the Housing Ombudsman,
- Our latest self-assessment against the Housing Ombudsman’s Complaints Code.
We have spoken to a focus group of tenants who have been through our complaints process, and our Tenant Readers Panel, to ensure tenants’ voices have shaped this report. We are committed to being transparent and sharing the information that you want to see to hold us to account.
The Complaints Annual Report and the full Self-Assessment 2024 document are available below.
These were scrutinised by the Housing Advisory Panel Tenant Representatives in June and will be formally reported to the Panel and to Cabinet.
Tenant satisfaction measures
The Tenant Satisfaction Measures (TSM) are a set of questions to assess how well the Council, as a provider of social housing, is performing in providing good quality homes and housing services. The measures have been introduced by the Regulator of Social Housing and have been set up to improve standards in housing and to ensure that we are held accountable for the services we deliver.
To help assess how you think the Council is performing, a TSM survey will be sent out to you annually and the results will be reported back to both the Social Housing Regulator and you, our tenants. The results will then be used to highlight areas of improvement that as a council we will act upon. The Social Housing Regulator will share best practice with other social housing landlords so that we can learn from each other.
We are dedicated to providing the best services we can, so in addition to the 12 statutory questions set by the Social Housing Regulator, we have also added some extra questions into the survey to get some additional feedback. The survey asked questions about:
- How satisfied our tenants are with the overall housing service
- The quality of the repairs made to your home
- Satisfaction with how well we maintain your homes
- Satisfaction with the safety of your home and neighbourhood
- How well our tenants feel we are listening and acting upon your views
- How Tenants feel we keep them informed
- Satisfaction with being treated fairly and respectfully.
View the results and feedback of Tenant Satisfaction Measures 2023/24
View Wigan Council's TSM 2023 methodology
Wigan Council TSM 2023 Survey.