Councils pledge to continue improving services for social housing tenants

13/05/25

Housing teams at Babergh and Mid Suffolk District Councils have turned the tide for tenants, transforming the service they provide and promising further improvements still with the launch of their new ‘repairs pledges’.

The teams have worked tirelessly to address the issues which led the councils having to self-refer to the Social Housing Regulator in 2023. Now, in contrast, tenant satisfaction is on the rise, with a corresponding drop in complaints, currently putting Babergh and Mid Suffolk District Councils above last year’s average performance figures for local authority landlords nationwide*.

The councils have carried out a comprehensive review and transformation of its building services: restructuring its repairs and maintenance service, asset and compliance service, and reviewing its processes, policies and how they engage with tenants, including the introduction of a new Complaint Task Force and resident liaison officers.

Having been satisfied by the changes made and embedded in the service, in March, the Regulator lifted the Regulatory Notice that had been imposed on the councils.

In addition, a year-on-year comparison of results against this time last year shows how performance has improved across the service with tenants’ overall satisfaction levels climbing from 59% in Babergh and 65% for Mid Suffolk in 2023/24 to 73% across both – well on the way to the councils’ 85% tenants’ overall satisfaction target.

To help further improve performance and tenant satisfaction, the councils have now launched their ‘repairs pledges’, reflecting what tenants say is more important to them, to help guide decisions and day-to-day activities:

Timely appointments: ensuring appointments are prompt and convenient
Communication: keeping tenants updated at every stage of their repair
Tidiness: always leaving the work area clean and tidy – respecting their homes
Right first time: getting the job done correctly the first time, every time.
Respectful and friendly: ensuring our team members are courteous and respectful
Good quality of work: taking pride in delivering high-quality workmanship on every repair

Babergh District Council cabinet member for housing, Cllr Jessie Carter said:

“Having the Regulatory notice lifted was great news, but we know that it doesn’t end there. Continuing to put measures in place so we keep improving the service we offer to our tenants and the way we do it, ensures that we do not become complacent. The needs of our tenants must be at the heart of everything we do – and their voices heard to ensure we meet their expectations and our own improved standards.”

Cllr Richard Winch, cabinet member for housing and property in Mid Suffolk, said:

“These latest performance and satisfaction figures are testament to the hard work carried out by the team and the successful transformation of our housing repairs and maintenance service – but we know there is room for further improvement. Introducing the new repair pledges reflects what our tenants have told us is most important to them and helps us build a stronger, more resilient housing service for our communities.”

For more information about our housing performance, tenant satisfaction visit: Tenant feedback, performance and policies - Babergh District Council and Tenant feedback, performance and policies - Mid Suffolk District Council or request a repair to your council home: Request a repair - Babergh District Council or Request a repair - Mid Suffolk District Council