Tenant engagement annual report - 2025 to 2026

This report shows how tenants have been involved in shaping housing services at Ashfield District Council between 1 April 2025 and 31 March 2026.

688 tenants have engaged across a range of activities and initiatives.

This includes the 101 involved tenants from our formal engagement channels, alongside participation in a variety of engagement opportunities such as Reality Check sessions for new tenants, specialist groups focusing on damp and mould, resident meetings, coffee mornings, consultations, and door-knocking exercises.

Significant engagement also achieved through targeted consultations and community sessions, including major works consultations, building safety surgeries, and neighbourhood-specific discussions in multiple sheltered courts in the district.

This combined approach demonstrates a strong and varied programme of engagement, reaching residents through both formal meetings and informal community-based interactions, ensuring a broad range of voices have been heard.

It reflects tenants’ experiences, feedback and the difference their involvement has made — showing not just what tenants said, but what has changed as a result.

To summarise (position as of 31 March 2026):

• 101 COIN members - up from 44
• 13 Gateway members - up from 7
• 9 Scrutiny Panel members - up from 7
• 158 recommendations made
• 122 (77%) improvements delivered
• 688 tenants involved - through engagement activities and reality checks
• 98 (62%) completed outcomes signed off by tenants
• 31 (20%) recommendations in progress
• 5 (3%) recommendations overdue

A message from tenants 

"Over the past year, we have worked closely with the Council to help improve housing services.
We have shared our views, asked questions, and taken part in meetings, surveys and community activities. For many of us, this has been a chance to have our voices heard and to make a real difference to the services we use every day.

Being involved is not just about attending meetings. It is about making sure the Council understands what matters to tenants and using our experiences to help shape decisions.

We have seen that when tenants get involved, things do change. From improving information and communication, to influencing policies and services, our feedback has helped the Council make improvements.

We also know there is still more to do. It is important that more tenants from different backgrounds and communities get involved, so that everyone’s voice is represented

We would encourage any tenant who is interested to get involved in a way that suits them. Every voice matters, and your feedback can help shape the future of housing services."

Brenda, Jane and Shantelle

A message from John Bennett and Nicky Moss

"This report highlights the important role tenants play in shaping housing services at Ashfield District Council.

Between 1 April 2025 and 31 March 2026, tenants have been actively involved across a wide range of activities. They have worked alongside us to review services, share their experiences and influence the improvements we are making.

We are committed to ensuring that tenants have a real voice in how services are delivered. Over the past year, tenant feedback has directly influenced decisions, improved communication, and helped shape key policies and services.

We are particularly proud of the partnership approach we are building. Tenants are not just being asked for their views - they are working with us to challenge, review and improve what we do, and to hold us to account.

However, we recognise that there is more to do. We want tenant involvement to better reflect all parts of our communities. This means continuing to improve how we reach and involve younger tenants, those living in rural areas, and people who may not have been involved before.

We would like to thank all tenants who have given their time, shared their experiences and helped to make a difference over the past year. Your contribution is valued and continues to have a real impact on the services we provide

We look forward to building on this progress over the coming year as we continue to work together to improve housing services for all tenants."

John Bennett - executive director of Place and Nicky Moss - assistant director of Housing Management

A message from elected members

"As Executive Lead for Social Housing and Assets, I am pleased to see the continued growth in tenant involvement over the past year. Tenants play a vital role in shaping housing services, helping to ensure that decisions reflect real experiences and priorities.
Tenant feedback gives elected members a clearer understanding of what is working well and where improvements are needed. It supports us to make better-informed decisions, set priorities, and ensure services respond to the needs of our communities.

I attend as many tenant meetings and activities as I can and always value the opportunity to listen, learn and work directly with tenants. I genuinely appreciate these sessions and the honest and constructive conversations they bring.

The insight and challenge provided by tenants strengthens our role in representing residents and holding services to account. It also helps ensure that the changes we make are informed by real experiences and lead to meaningful improvements.

I would like to thank everyone who has taken the time to get involved — your contribution makes a real difference to housing services across Ashfield."

Councillor Andy Meakin

What we did this year

Over the past year, involved tenants have played an active role in shaping housing services through a wide range of activities, including scrutiny, consultation, policy development and community engagement.

There are many different ways for tenants to get involved, depending on their interests and availability. This flexible approach helps ensure that participation is accessible and that a wide range of tenant voices are heard and acted upon.

This has helped ensure that tenant feedback directly influences decisions and leads to improvements in our services.

Tenant Gateway - (decision making and oversight)

As part of the Tenant Gateway group, we regularly meet with senior council staff and elected members. Over the past year we have:

• reviewed council performance, complaints and service standards
• reviewed how complaints are handled to ensure they are fair, clear and meet the Complaint Handling Code
• helped agree priorities and identify what the Council should focus on
• signed off improvements and changes suggested by tenants
• monitored outcomes through the “You Said, We Did” tracker
• discussed key issues such as rent changes, how rents are set, major works, safety and long-term plans
• shared our views on wider changes that may affect tenants, including local government reorganisation

Gateway play an important role in making sure the Council listens to tenants, follows the right standards, and is held to account for the services it provides. This ensures that tenant views are not only heard but directly influence decisions and improvements to services.

“Since the Council recruited a dedicated engagement officer the quality of Gateway has improved, and it now has a clear focus. There are more views shared at meetings, and discussions feel more open and meaningful.

On behalf of all members, I would like to thank the Assistant Directors, the Executive Director, and Julie and Tilly for making this possible.”

Barry – Gateway Member

Scrutiny Panel - (detailed service reviews)

We look in detail at how services are delivered and make recommendations for improvements. This means taking the time to fully understand how things work in practice and where changes are needed.
This year, we have:

1. Completed a full review of how empty homes are managed, with our findings and recommendations published on the council website. As part of this work:

• we tracked several empty properties from the point they became empty through to being relet
• we looked at how long this process takes, the cost of the work carried out, and where delays can happen
• we made recommendations to improve systems and processes to help reduce delays and improve value for money

2. Carried out a detailed investigation into the lettings process, including:

• speaking directly with tenants and staff to review information given to new tenants
• visiting new build properties to see things first-hand
• exploring wider issues linked to how homes are allocated, including questioning common misunderstandings about how asylum seekers and refugees are housed
• influenced changes to the lettings policy

Scrutiny investigations help explain how services work in practice and what needs to change to improve them for tenants.

By the end of March, we have almost completed a full investigation into anti-social behaviour, which has included reviewing tenant feedback, service performance, and how cases are handled, speaking to all the relevant stakeholders including Community Safety and Housing Management.

The role of the Scrutiny Panel is to ask questions, challenge where needed, and make sure that services are fair, clear and work well for tenants.

By publishing our reports, we make sure other tenants can see the work we have done and the difference it is making, and our work helps ensure that services are not only reviewed but improved based on real tenant experience.

“Scrutiny has a purpose, and without it nothing will change. We see the challenges the Council faces and the processes they follow. Being involved has helped us better understand how things work, and it’s good to feel part of improving services.” 

Peter - Scrutiny Panel member

Editorial Panel - (improving communication)

The Editorial Panel works with the Council to improve the information tenants receive. The group brings together tenants from Gateway, Scrutiny and the wider tenant network, ensuring a range of experiences and views are represented.

The aim of the Editorial Panel is to make sure that communication is clear, simple and easy to understand, so all tenants can access the information they need.

This year, the Editorial Panel has:

• monitored progress of the Tenant Engagement Plan
• reviewed a wide range of tenant information, including newsletters, letters, leaflets and website content
• worked closely with council staff and senior leaders, including the Chief Executive, to provide direct feedback on draft materials

Improving key communications

• reviewed and shaped the Tenant Matters magazine, including layout, wording and design
• reviewed rent letters to ensure they are clear, supportive and easy to understand
• improved information on topics such as community safety and support services

Making information clearer and more accessible

• improved clarity by using plain English and larger, easier-to-read text
• improved accessibility through better layout, colour contrast and structure
• made information more relevant by including clearer explanations and real-life examples

Shaping engagement materials

• recommended a clear and more consistent approach to promoting tenant engagement
• suggested using real tenant images and simpler messaging
• contributed to developing a more recognisable tenant engagement identity

This work helps ensure that all tenant communication is clearer, more accessible and shaped by the people who use it.

“I really enjoyed the Editorial Panel - it was good fun, and I’m looking forward to the next one.”

Rita - Gateway member

“Spending time with tenants at these sessions is incredibly valuable. The conversations are open, honest and often really insightful, helping us understand both what is working well and where we need to improve.

Tenants are engaged, open and honest, which leads to meaningful and constructive conversations.”

 Jenny Moody – Communications Officer

Customer Influencing and Opinion Network (COIN) - (sharing views and feedback)

The Customer Influencing and Opinion Network (COIN) gives more tenants the opportunity to get involved in a flexible way, without needing to attend meetings. It allows tenants to take part as much or as little as they choose, in a way that suits them, making it easier for more people to have their say.

Over the past year, COIN members have shared their views through surveys and consultations on a wide range of topics, including:

• antisocial behaviour
• rent statements and how information is shared
• building safety
• damp and mould
• moving into a new home
• the Resident Domestic Abuse Policy
• feedback on council communication, helping to improve letters, information and engagement materials
• wider local and national changes that may affect tenants

Special interest groups - (focused on specific issues)

Special interest groups bring together tenants with a shared interest, working in smaller groups to focus on specific topics and help bring about service improvements.

This year, special interest groups focused on: 

• New Builds – reviewing quality and influencing future developments
• damp and mould – shaping improvements and supporting compliance with new legislation
• New Tenant Visit Process – improving the experience for new tenants

These groups allow tenants to explore issues in more detail, provide focused feedback, and work alongside staff to influence changes in specific areas.These groups allow tenants to explore issues in more detail, provide focused feedback, and work alongside staff to influence changes in specific areas.

“I’m enjoying the special interest groups. They are really important and give us a clear focus on particular issues where we can make a difference.”

Jane - Scrutiny Member:

Housing and Building Safety Surgeries

To better understand how safe tenants feel in sheltered housing, and in line with priorities set out in the Tenant Engagement Plan, we worked alongside existing housing surgeries to deliver dedicated building safety sessions within sheltered schemes.

These sessions are designed to make services more accessible, particularly for older tenants, by bringing council staff and partner organisations directly into the communities where people live.

Housing officers, repairs staff and health and safety teams attend, alongside partner organisations.

During these sessions, tenants can:

• raise concerns about their home, building or surroundings
• report repairs or safety issues directly to staff
• talk about how safe they feel where they live
• ask questions and receive advice from multiple services in one place

In addition to meeting tenants in communal areas, staff also carry out door knocking to make sure everyone has the opportunity to have their say. This is particularly important in reaching tenants who may not normally take part in engagement activities, helping to remove barriers and making it easier to speak directly to the right people.

Following each session, we produce a report with clear recommendations, which is shared with all tenants living in the scheme so they can see how their feedback has been heard and acted upon.

“It was great to get the report after the surgery as it made me feel heard”

Neal - Brand Court, Stanton Hill

Community, local involvement and Partnership working

Tenant engagement extends beyond formal groups into wider community activity and partnership working. This includes:

• coffee groups in sheltered schemes to help reduce isolation
• Housing and Building Safety sessions delivered with partner organisations
• collaboration with Nottinghamshire County Council, Fire Service and health partners
• participation in wider community networks and partnerships
• partnership working offering basic DIY workshop with a contractor, utilising space at leisure centres

This work helps ensure that tenant engagement reaches more people, including those who may not usually get involved through formal routes and supports broader inclusion across our communities.

"Partnership working with Ashfield District Council has enabled us to connect with tenants who may be isolated or vulnerable and bring people together within their local communities.
It has also helped strengthen social connections and increase awareness of the services and activities available to tenants in the wider community.

By working together, we are helping to build resilience and improve tenants’ overall quality of life."

Louise Lopez - Community Coordinator - Nottinghamshire County Council

"I really enjoyed working with the contractors, we should do more learning like that for tenants in Ashfield. It was a really good session."

Brenda – Gateway Member

Tenant Learning and Development

Tenants have continued to build their knowledge, skills and confidence through a wide range of learning and development opportunities. These have included:

• attending conferences and events, including speaking at the national TPAS Scrutiny Conference and Celebration Week, attending the ARCH Tenant Conference, and joining online Social Housing Round Table meetings
• taking part in campaigns and discussions aimed at reducing the stigma associated with social housing
• participating in training sessions delivered by external provider Tentacles, focusing on areas such as learning styles, effective questioning, and how to confidently challenge and influence decisions
• taking part in the Engaged Tenant Forum, where senior leaders presented certificates to recognise and celebrate tenant achievements

These opportunities have helped tenants to:

• develop a better understanding of housing services and how they operate
• feel more confident in their involvement roles
• take an active part in discussions and decision-making
• ask questions and provide constructive challenge where needed

This learning and development supports tenants to take a confident and informed role in shaping services and holding the Council to account.

Involvement in numbers (as of 31 March 2026)

• Tenant Gateway - 13 members (up from 7)
• Scrutiny Panel - 9 members (up from 7)
• COIN members - 101 members (up from 44)

This represents a significant increase in tenant involvement and interest. COIN has more than doubled in size, and Gateway membership has grown by over 80%.

This growth reflects successful engagement and recruitment activity, as well as increased confidence among tenants to get involved and influence services.

“Tenant engagement during the last financial year has grown in both impact and number. It is really important that we consider the voice of our tenants in our service delivery and decision making, and reaching more tenants is key to this.

The number of tenants involved in our Customer Influencing and Opinion Network has more than doubled, giving us greater coverage and a more representative tenant voice, which is incredibly important.”

Peter Curry - Service Manager - Housing Regulation and Improvement

The demographics of Tenant Engagement

Tenant involvement groups reflect a broad range of experiences and backgrounds. Across all groups, there is strong representation of disabled tenants and good geographical coverage across the district, including Sutton, Hucknall and Kirkby.

The Customer Influencing and Opinion Network (COIN) provides the most diverse engagement route, with over 100 tenants involved and representation across different age groups, ethnicities and backgrounds.

Our analysis shows there are still opportunities to improve representation. We want to increase involvement from younger tenants, rural communities and more diverse backgrounds. This will remain a focus for future recruitment and engagement activity.

This information helps us understand who we are reaching and where we need to improve to ensure tenant engagement is inclusive and representative of all communities.

Outcomes - you said, we did

2025 / 2026 as of 31 March 2026

Throughout 2025 / 2026, tenants made 158 recommendations. Strong progress has been made in delivering these through ongoing tenant and engagement activity.

• 122 recommendations (77%) have been completed
• 31 (20%) are currently in progress
• 5 (3%) are overdue and continue to be actively monitored and progressed

Of the completed actions:

• 98 (62%) have been fully evidenced and signed off by the Tenant Gateway
• 24 (15%) have been completed and are awaiting final Gateway sign off

This provides a strong level of assurance, with the Tenant Gateway playing a key role in verifying that outcomes are delivered as intended.

While overall delivery performance is positive, a small number of overdue actions require further focus to ensure timely resolution.

Recommendations by Engagement activity

Ongoing monitoring and accountability

Action owners are responsible for reviewing and updating progress through the Tenant Gateway Tracker. Actions recorded as ‘In Progress’ or ‘Overdue’ remain open until fully completed and are actively monitored.

Final sign-off is provided by the Tenant Gateway once actions are evidenced and verified. Progress is reviewed monthly by the Housing Leadership Team to provide ongoing oversight and accountability.

Importance of tenant influence

It is essential that updates clearly demonstrate how tenant feedback has influenced decisions and what has changed as a result.

The “You Said, We Did” approach is central to meeting the Transparency, Influence and Accountability Standard set out by the Regulator of Social Housing. Progress and outcomes are also reviewed through regular regulatory and performance reporting.

This approach ensures that tenant feedback continues to drive service improvements, with progress remaining transparent, measurable and accountable.

“For me, it’s simple — every outcome matters because it comes from ‘You Said’. It shows that tenants are listened to and that our views are taken seriously.”

Barry – Gateway Member

What's coming in the next 12 months?

Over the next 12 months, we will focus on the areas tenants have told us matter most, while delivering the Tenant Engagement Plan:

• strengthening building safety and compliance
• co-creating and supporting the delivery of the Landlord Strategy
• reviewing tenancy support and services
• improving communication and access to services
• increasing involvement from underrepresented groups

These priorities have been shaped by tenant feedback and reflect where tenants have told us we need to improve most.

Summary and conclusion

"This year has clearly shown that when tenants get involved, it leads to real and meaningful change. The work that has taken place across all of our engagement activities has made a genuine difference to housing services and how they are delivered.

What stands out most is the time, commitment and honesty that tenants have given throughout the year. Whether through meetings, surveys, community activities or detailed scrutiny work, tenants have shared their experiences openly and helped shape the decisions we make. This takes time, effort and confidence, and it should never be underestimated.

In my role working closely with our involved tenants, I see first-hand the impact of this contribution. The challenge, insight and support provided by tenants strengthens our services and helps ensure that what we do reflects real experiences, not assumptions.

I would like to personally thank every tenant who has taken the time to get involved. Your contribution is incredibly valued, and the difference you make is clear across the work highlighted in this report.

While there is still more to do, this year represents a strong step forward in making sure that tenants are genuinely at the heart of decision-making. We will continue to build on this progress, working together to make further improvements over the coming year.

Many thanks to all the tenants who all contributed to the production of this report and who make tenant engagement in Ashfield such a joy to deliver."

Julie Naylor - Tenant Engagement Officer