- Home
- You Said, We did
- 2021
- Having your voice heard regarding your home, your community and your safety
- An overview of Social Housing White Paper and Together with Tenants
- The importance of scrutinising services and holding your landlord to account
- 2020
During 2021, tenants have had their say on the following:
Consultation and Engagement Events
| Consultation and Engagement Events | Number of Tenants Participating | Outcomes |
|---|---|---|
| Repair & Maintenance Tenant group | 7 | Initial meeting of the new group who will provide tenants input to monitor, review performance on the roll-out of the new Repairs & Maintenance offer. |
| Building Safety – Marwood Towers, Baden House, Kingsway House | 10 | Engagement with resident of High-Rise Buildings to raise awareness and offer engagement opportunities. 8 tenant representatives recruited to the Building Safety panel. |
| Involvement in reviewing proposals from providers to deliver training programme for involved tenants. | 3 | 2 training providers selected to provide training sessions for involved tenants. |
| Northern Housing Consortium Tenant Event | 3 | To hear about good practice and raise questions about tenant involvement |
| Housing Diversity Network (HDN) Tenant Assessment | 11 | Tenant Focus group provided feedback as part of the HDN Diversity and Inclusion assessment |
| Community Investment Fund Panel Meeting | 7 | Two tenant led panel to decide funding awards from community organisations across all 3 heartlands |
| Housing Ombudsman self-assessment review | 4 | Scrutiny Panel members reviewed progress against the Housing Ombudsman self-assessment completed in December 2020. |
| Discussion with tenants to gather feedback on how Torus is meeting the Together with Tenants Charter commitments on Accountability and Quality of Home | 6 | Tenants provided feedback on their experience and views on the charter commitments. |
| Scrutiny Panel self-assessment review of how Torus is meeting together with Tenants Charter commitments | 4 | Scrutiny Panel looked at evidence of how Torus is meeting each of the Tenants Charter commitments. |
| Safeguarding Awareness | 9 | An introduction for involved tenants on Safeguarding; Safeguarding Adults; Safeguarding Children and How to respond |
| Customer Service Standards Session | 5 | Tenants provided comment and feedback on the proposed customer service standards |
Summary of Tenant Feedback:
| Activity | Activity Type | Aims and Objectives | Number of attendees/taking part | Service Improvements |
|---|---|---|---|---|
| Tenant Feedback | Repair & Maintenance Service Update | To update tenants on the Repairs & Maintenance policy consultation, LOC approval and launch | 7 | |
| Tenant Feedback | Torus websites | Feedback from tenants via Tenant Voice consultation page, Torus Talk and social media links to ascertain tenants experience of the current websites and views on any features that could potentially be included in the design of a new single website | 53 | Feedback will be considered when developing a new single website for all Torus business areas. Tenants are available for website testing. Focus groups can be arranged for further consultation |
| Tenant Feedback | CIF panel meeting | Tenant led panel to decide funding awards to community organisations across all 3 heartlands | 4 | |
| Consultation | Safeguarding Consultation | Provide overview of proposed safeguarding and policy to tenants. | 16 | |
| Consultation | Domestic Abuse Policy Consultation | Request feedback on proposed domestic abuse policy | 9 | |
| Feedback | Delivering Repairs and Maintenance | Presentation by the Assets team to give an in-depth overview of the Repairs Service Offer | 6 | |
| Training | Holding your Landlord to Account training delivered by Scrutiny & Empowerment Partners Ltd. | Provide involved tenants with an overview of
|
12 | |
| Scrutiny Panel | Scrutiny Review Dissatisfaction with Torus around Communication | 6 | Group agreed to focus the in-depth review on dissatisfaction with communication with Repairs service | |
| Consultation | Consultation on external improvement works at Marwood Towers. | To gather tenants views on the external improvement works at Marwood Towers | 21 | Tenants preference was for increased height railings to increase security and sense of safety. Tenants expressed concerns that hedges would increase rodents in the area. |
| Decision on grant awards | CIF Panel meeting | To consider grant applications across 3 regions. 28th June 2021 | 7 | |
| Scrutiny | New Scrutiny panel Member Session | To give new scrutiny panel members an overview of scrutiny, why Torus does it, regulatory framework, commitment and expectations | 6 | Greater understanding of the role of scrutiny |
| Consultation | Consultation with tenants on proposals for demolition of flats on Vescock St | Consult with tenants on the proposed demolition options for the properties. | 26 | Tenants views provided to inform decision on the proposals for the site. Majority of tenants supported full demolition. 26 tenants responded to the consultation 25 supported full demolition, 1 had no preference. 11 tenants did not respond. 2 owner occupiers to be consulted separately. |
| Feedback | Meet the Regulator (RSH) | Consumer regulation in social housing, Govt Whitepaper update, views sought | 7 | Greater understanding of the role of Regulator, RSL service requirements |
| Feedback | Together with Tenants (NHF) Charter | Views on Together with Tenants Charter | 7 | Greater understanding of NHF Charter, views sought on Torus responses. Tenants requested improved communications with tenants and within Torus internal teams |
| Scrutiny | To review the Together With Tenants Self Assessment | 3 | Agreed with self assessment pro forma to proceed | |
| Feedback | Repair & Maintenance service update | Gather tenant feedback on the changes made to the service | 6 | Ongoing improvements to service aimed at a relaunch in October 1st |
| Engagement | CIF panel meeting | Tenant led panel to decide funding awards to community organisations across all 3 heartlands | 14 | |
| Consultation | Face to face engagement with tenants | Consultation on proposals for Kingsway House refurbishment. Build relationship and engagement with tenants | 16 | Tenants consulted on proposals for Kingsway House and individual needs assessed. Part of long term engagement project |
| Consultation | online meeting | Empty Homes policy consultation with tenants | 18 | |
| Consultation | Face to face engagement with tenants | Consultation on MyClubmoor proposal for development of waste land at rear of properties | 22 | |
| Scrutiny | online meeting | continue the scrutiny review of communication around repairs by providing members with the opportunity to hear from service leads on the process of the customer journey when reporting repairs | 9 | Recommendations to improve service |
| Engagement | CIF panel meeting | Tenant led panel to decide funding awards from community organisations across all 3 heartlands | 7 | Several successful awards to local community groups across Liverpool, St Helens and Warrington |
| Engagement | Repair & Maintenance service | Initial meeting of new group to give purpose and overview of planned meetings | 7 | Monitor, review performance, provide assurance to LOC that the roll-out of the new R & M service has tenant input |
| Engagement | Building Safety meeting | Initial meeting of new group to give purpose and overview of planned meetings | 10 | pilot digital notice boards for health & safety information |
During 2020, tenants have had their say on the following:
Policy Consultations:
| Policy | No. of tenants consulted | Outcomes |
|---|---|---|
| Torus Foundation I.T. Survey | 42 | Feedback on tenant I.T. training needs |
| Rechargeable Repairs | 24 | Policy reviewed and updated following tenant feedback |
| Gas Access Letters | 9 | Tenant panel reviewed and provided feedback on customer letters |
| Complaints Response Letter | 33 | Customer letter reviewed and updated following tenant feedback |
| Responsive Repairs & Maintenance | 33 | Policy reviewed and updated following tenant feedback |
| Tenant Safety Booklet | 17 | Tenant feedback on booklet design |
| Complaints policy | 33 | Policy reviewed and updated following tenant feedback |
| Grounds Maintenance policy | 32 | Policy reviewed and updated following tenant feedback |
| Safeguarding | 7 | Tenant feedback on safeguarding |
| Locality Plans | 22 | Feedback on draft Locality plans for three Heartlands |
| Complaints policy update | 12 | Tenant feedback on new Ombudsman guidance |
| Kitchen & Bathroom Standardisation | 62 | Tenant feedback on proposed program |
| Torus Annual Report | 7 | Tenant feedback on content and design |
Summary of Tenant Feedback:
| Consultation | Feedback | Servicce Policy Outcome | Heartland | Key Dates |
|---|---|---|---|---|
|
Moss Bank Shops Consultation on proposals temporary shops on Wythburn site in Moss Bank |
Need for shops at the existing two sites on the estate. | Decision made to retain existing shops on Bassenthwaite site and rebuild shops on Wythburn site subject to planning permission. | St Helens | Consultation Oct 2019 Decision Feb 2020 |
|
Grasmere Bins Consultation on recently implemented bin stores in the neighbourhood following complaints from tenants. Door to door and community event and online survey. |
Need to review existing arrangement, insufficient bin capacity, location on bin stores, appearance of bin stores. | Review of existing arrangements following tenant feedback. Proposal to increase capacity with installation of additional bin stores. Long term plan to be developed with tenants and local partners to create fit for purpose waste management arrangements. |
Warrington | Consultation Oct 2019 Short term solution Aug/Sept 2020 Longer term solution to be delivered by March 2021 |
|
Tenant Safety Information Tenants inspected safety notice boards in communal areas and in a range of organisations. |
Tenant Safety information should be clear, simple and easy to understand. | A report of tenants’ findings and recommendations submitted to Torus Asset team to assist in a review of all safety notice boards. Your Home, Your Safety booklet developed with tenants to provide clear information on important safety issues. |
All heartlands | Tenant Feedback February - 2020 |
|
Annual Report The 2018/19 Annual Report was reviewed by tenants to make recommendations for future reports. |
Tenants feedback that the next report needs to be more tenant focused with information on Tenant Involvement and tenant stories, focus on anti-Social behaviour and investment in homes. | The annual report has been written to reflect tenants’ feedback. Tenants have provided quotes and photographs for the new report. Tenants will be consulted on the draft report when available. |
All heartlands | Annual Report to be published September 2020. |
|
Policy Reviews Customers consulted on customer facing policies and documents. |
Polices sometimes difficult to understand. | Polices updated following tenant feedback in 2018/19 include ASB, Domestic Abuse, Complaints, Tenancy, Income and Neighbourhoods Policy. | All heartlands | 2019/20 |
|
Tenant Voice Strategy 100 tenants involved in reviewing the tenant voice strategy through focus groups and online surveys. |
Suggestions to include a wide range of involvement methods. Request to include an objective around learning from good practice. |
Strategy reviewed to incorporate all suggestions. Tenants involved in designing the promotional materials. A promotional video was also developed in response to tenant feedback. |
All heartlands | Consultation July/Aug 2019. Policy approved October 2020 |
|
Local Offers and Locality Plans Focus groups with tenants to ensure there was a focus on tenants’ priorities. |
Suggestions to focus on customer service, ASB and repairs. Request to include Tours’ commitment to developing greenspace in locality plan. The plans need to be more visual with a summary for tenants. |
The Local Offers and Locality plans have been revised to focus on tenants’ priorities | All heartlands | Consultation Local Offers Jan 2020, Locality Plans July 2020. |
From October – December 2019, tenants have had their say on the following:
Policy Consultations:
| Policy | No. of tenants consulted | Outcomes |
|---|---|---|
| Complaints Policy - Unacceptable Service Use | 8 | Policy reviewed and updated following tenant feedback |
| Tenancy Policy | 8 | Policy reviewed and updated following tenant feedback |
| Hoarding Policy | 8 | Policy reviewed and updated following tenant feedback |
| Community Fund | 8 | Panel members reviewed changes to the funding provided to community groups to align the process across all 3 heartlands |
From April – September 2019, tenants have had their say on the following:
Policy Consultations:
| Policy | No. of tenants consulted | Outcomes |
|---|---|---|
| Complaints | 43 | Policy updated following customer feedback. |
| Anti-social Behaviour | 55 | Policy updated following customer feedback. |
| Voids (empty properties) | 17 | Policy updated following customer feedback. |
| Torus Tenant Voice Strategy | 93 | Tenant Voice Strategy incorporated customer feedback and suggestions. |
| Complaints - managing unnacceptable behaviour | 8 | Policy updated following customer feedback. |
| Income & Debt Recovery | 17 | Policy updated following customer feedback. |
| Neighbourhoods | 25 | Policy updated following customer feedback. |
| Tenancy | 8 | No specific changes to the policy content but some minor amendments to numbering and flow of document. |
Customer consultation sessions:
| Engagement event | No. of tenants consulted | Outcomes |
|---|---|---|
| Grasmere Neighbourhood Survey | 34 | Feedback informed investment in the area to improve greenspace and fencing. |
| Warrington Central Customer Feedback Survey | 22 | Customer feedback on improvement made in the area 86% were very or fairly satisfied with the improvements.
8 residents volunteered to become Community Champions. 1 employment referral to Torus Foundation. 8 customers stated they would like to be involved in improving Torus services. |
| Community Investment Fund Consultation | 7 | Customer feedback reported to Landlord Operations Committee (LOC) for consideration when approving proposed changes. |
| Consultation on Tenants Voice promotional materials | 13 | Promotional materials redesigned following tenant feedback. |
During 2021, tenants have had their say on the following:
Consultation and Engagement Events
| Consultation and Engagement Events | Number of Tenants Participating | Outcomes |
|---|---|---|
| Repair & Maintenance Tenant group | 7 | Initial meeting of the new group who will provide tenants input to monitor, review performance on the roll-out of the new Repairs & Maintenance offer. |
| Building Safety – Marwood Towers, Baden House, Kingsway House | 10 | Engagement with resident of High-Rise Buildings to raise awareness and offer engagement opportunities. 8 tenant representatives recruited to the Building Safety panel. |
| Involvement in reviewing proposals from providers to deliver training programme for involved tenants. | 3 | 2 training providers selected to provide training sessions for involved tenants. |
| Northern Housing Consortium Tenant Event | 3 | To hear about good practice and raise questions about tenant involvement |
| Housing Diversity Network (HDN) Tenant Assessment | 11 | Tenant Focus group provided feedback as part of the HDN Diversity and Inclusion assessment |
| Community Investment Fund Panel Meeting | 7 | Two tenant led panel to decide funding awards from community organisations across all 3 heartlands |
| Housing Ombudsman self-assessment review | 4 | Scrutiny Panel members reviewed progress against the Housing Ombudsman self-assessment completed in December 2020. |
| Discussion with tenants to gather feedback on how Torus is meeting the Together with Tenants Charter commitments on Accountability and Quality of Home | 6 | Tenants provided feedback on their experience and views on the charter commitments. |
| Scrutiny Panel self-assessment review of how Torus is meeting together with Tenants Charter commitments | 4 | Scrutiny Panel looked at evidence of how Torus is meeting each of the Tenants Charter commitments. |
| Safeguarding Awareness | 9 | An introduction for involved tenants on Safeguarding; Safeguarding Adults; Safeguarding Children and How to respond |
| Customer Service Standards Session | 5 | Tenants provided comment and feedback on the proposed customer service standards |
Summary of Tenant Feedback:
| Activity | Activity Type | Aims and Objectives | Number of attendees/taking part | Service Improvements |
|---|---|---|---|---|
| Tenant Feedback | Repair & Maintenance Service Update | To update tenants on the Repairs & Maintenance policy consultation, LOC approval and launch | 7 | |
| Tenant Feedback | Torus websites | Feedback from tenants via Tenant Voice consultation page, Torus Talk and social media links to ascertain tenants experience of the current websites and views on any features that could potentially be included in the design of a new single website | 53 | Feedback will be considered when developing a new single website for all Torus business areas. Tenants are available for website testing. Focus groups can be arranged for further consultation |
| Tenant Feedback | CIF panel meeting | Tenant led panel to decide funding awards to community organisations across all 3 heartlands | 4 | |
| Consultation | Safeguarding Consultation | Provide overview of proposed safeguarding and policy to tenants. | 16 | |
| Consultation | Domestic Abuse Policy Consultation | Request feedback on proposed domestic abuse policy | 9 | |
| Feedback | Delivering Repairs and Maintenance | Presentation by the Assets team to give an in-depth overview of the Repairs Service Offer | 6 | |
| Training | Holding your Landlord to Account training delivered by Scrutiny & Empowerment Partners Ltd. | Provide involved tenants with an overview of
|
12 | |
| Scrutiny Panel | Scrutiny Review Dissatisfaction with Torus around Communication | 6 | Group agreed to focus the in-depth review on dissatisfaction with communication with Repairs service | |
| Consultation | Consultation on external improvement works at Marwood Towers. | To gather tenants views on the external improvement works at Marwood Towers | 21 | Tenants preference was for increased height railings to increase security and sense of safety. Tenants expressed concerns that hedges would increase rodents in the area. |
| Decision on grant awards | CIF Panel meeting | To consider grant applications across 3 regions. 28th June 2021 | 7 | |
| Scrutiny | New Scrutiny panel Member Session | To give new scrutiny panel members an overview of scrutiny, why Torus does it, regulatory framework, commitment and expectations | 6 | Greater understanding of the role of scrutiny |
| Consultation | Consultation with tenants on proposals for demolition of flats on Vescock St | Consult with tenants on the proposed demolition options for the properties. | 26 | Tenants views provided to inform decision on the proposals for the site. Majority of tenants supported full demolition. 26 tenants responded to the consultation 25 supported full demolition, 1 had no preference. 11 tenants did not respond. 2 owner occupiers to be consulted separately. |
| Feedback | Meet the Regulator (RSH) | Consumer regulation in social housing, Govt Whitepaper update, views sought | 7 | Greater understanding of the role of Regulator, RSL service requirements |
| Feedback | Together with Tenants (NHF) Charter | Views on Together with Tenants Charter | 7 | Greater understanding of NHF Charter, views sought on Torus responses. Tenants requested improved communications with tenants and within Torus internal teams |
| Scrutiny | To review the Together With Tenants Self Assessment | 3 | Agreed with self assessment pro forma to proceed | |
| Feedback | Repair & Maintenance service update | Gather tenant feedback on the changes made to the service | 6 | Ongoing improvements to service aimed at a relaunch in October 1st |
| Engagement | CIF panel meeting | Tenant led panel to decide funding awards to community organisations across all 3 heartlands | 14 | |
| Consultation | Face to face engagement with tenants | Consultation on proposals for Kingsway House refurbishment. Build relationship and engagement with tenants | 16 | Tenants consulted on proposals for Kingsway House and individual needs assessed. Part of long term engagement project |
| Consultation | online meeting | Empty Homes policy consultation with tenants | 18 | |
| Consultation | Face to face engagement with tenants | Consultation on MyClubmoor proposal for development of waste land at rear of properties | 22 | |
| Scrutiny | online meeting | continue the scrutiny review of communication around repairs by providing members with the opportunity to hear from service leads on the process of the customer journey when reporting repairs | 9 | Recommendations to improve service |
| Engagement | CIF panel meeting | Tenant led panel to decide funding awards from community organisations across all 3 heartlands | 7 | Several successful awards to local community groups across Liverpool, St Helens and Warrington |
| Engagement | Repair & Maintenance service | Initial meeting of new group to give purpose and overview of planned meetings | 7 | Monitor, review performance, provide assurance to LOC that the roll-out of the new R & M service has tenant input |
| Engagement | Building Safety meeting | Initial meeting of new group to give purpose and overview of planned meetings | 10 | pilot digital notice boards for health & safety information |
During 2020, tenants have had their say on the following:
Policy Consultations:
| Policy | No. of tenants consulted | Outcomes |
|---|---|---|
| Torus Foundation I.T. Survey | 42 | Feedback on tenant I.T. training needs |
| Rechargeable Repairs | 24 | Policy reviewed and updated following tenant feedback |
| Gas Access Letters | 9 | Tenant panel reviewed and provided feedback on customer letters |
| Complaints Response Letter | 33 | Customer letter reviewed and updated following tenant feedback |
| Responsive Repairs & Maintenance | 33 | Policy reviewed and updated following tenant feedback |
| Tenant Safety Booklet | 17 | Tenant feedback on booklet design |
| Complaints policy | 33 | Policy reviewed and updated following tenant feedback |
| Grounds Maintenance policy | 32 | Policy reviewed and updated following tenant feedback |
| Safeguarding | 7 | Tenant feedback on safeguarding |
| Locality Plans | 22 | Feedback on draft Locality plans for three Heartlands |
| Complaints policy update | 12 | Tenant feedback on new Ombudsman guidance |
| Kitchen & Bathroom Standardisation | 62 | Tenant feedback on proposed program |
| Torus Annual Report | 7 | Tenant feedback on content and design |
Summary of Tenant Feedback:
| Consultation | Feedback | Servicce Policy Outcome | Heartland | Key Dates |
|---|---|---|---|---|
|
Moss Bank Shops Consultation on proposals temporary shops on Wythburn site in Moss Bank |
Need for shops at the existing two sites on the estate. | Decision made to retain existing shops on Bassenthwaite site and rebuild shops on Wythburn site subject to planning permission. | St Helens | Consultation Oct 2019 Decision Feb 2020 |
|
Grasmere Bins Consultation on recently implemented bin stores in the neighbourhood following complaints from tenants. Door to door and community event and online survey. |
Need to review existing arrangement, insufficient bin capacity, location on bin stores, appearance of bin stores. | Review of existing arrangements following tenant feedback. Proposal to increase capacity with installation of additional bin stores. Long term plan to be developed with tenants and local partners to create fit for purpose waste management arrangements. |
Warrington | Consultation Oct 2019 Short term solution Aug/Sept 2020 Longer term solution to be delivered by March 2021 |
|
Tenant Safety Information Tenants inspected safety notice boards in communal areas and in a range of organisations. |
Tenant Safety information should be clear, simple and easy to understand. | A report of tenants’ findings and recommendations submitted to Torus Asset team to assist in a review of all safety notice boards. Your Home, Your Safety booklet developed with tenants to provide clear information on important safety issues. |
All heartlands | Tenant Feedback February - 2020 |
|
Annual Report The 2018/19 Annual Report was reviewed by tenants to make recommendations for future reports. |
Tenants feedback that the next report needs to be more tenant focused with information on Tenant Involvement and tenant stories, focus on anti-Social behaviour and investment in homes. | The annual report has been written to reflect tenants’ feedback. Tenants have provided quotes and photographs for the new report. Tenants will be consulted on the draft report when available. |
All heartlands | Annual Report to be published September 2020. |
|
Policy Reviews Customers consulted on customer facing policies and documents. |
Polices sometimes difficult to understand. | Polices updated following tenant feedback in 2018/19 include ASB, Domestic Abuse, Complaints, Tenancy, Income and Neighbourhoods Policy. | All heartlands | 2019/20 |
|
Tenant Voice Strategy 100 tenants involved in reviewing the tenant voice strategy through focus groups and online surveys. |
Suggestions to include a wide range of involvement methods. Request to include an objective around learning from good practice. |
Strategy reviewed to incorporate all suggestions. Tenants involved in designing the promotional materials. A promotional video was also developed in response to tenant feedback. |
All heartlands | Consultation July/Aug 2019. Policy approved October 2020 |
|
Local Offers and Locality Plans Focus groups with tenants to ensure there was a focus on tenants’ priorities. |
Suggestions to focus on customer service, ASB and repairs. Request to include Tours’ commitment to developing greenspace in locality plan. The plans need to be more visual with a summary for tenants. |
The Local Offers and Locality plans have been revised to focus on tenants’ priorities | All heartlands | Consultation Local Offers Jan 2020, Locality Plans July 2020. |
From October – December 2019, tenants have had their say on the following:
Policy Consultations:
| Policy | No. of tenants consulted | Outcomes |
|---|---|---|
| Complaints Policy - Unacceptable Service Use | 8 | Policy reviewed and updated following tenant feedback |
| Tenancy Policy | 8 | Policy reviewed and updated following tenant feedback |
| Hoarding Policy | 8 | Policy reviewed and updated following tenant feedback |
| Community Fund | 8 | Panel members reviewed changes to the funding provided to community groups to align the process across all 3 heartlands |
From April – September 2019, tenants have had their say on the following:
Policy Consultations:
| Policy | No. of tenants consulted | Outcomes |
|---|---|---|
| Complaints | 43 | Policy updated following customer feedback. |
| Anti-social Behaviour | 55 | Policy updated following customer feedback. |
| Voids (empty properties) | 17 | Policy updated following customer feedback. |
| Torus Tenant Voice Strategy | 93 | Tenant Voice Strategy incorporated customer feedback and suggestions. |
| Complaints - managing unnacceptable behaviour | 8 | Policy updated following customer feedback. |
| Income & Debt Recovery | 17 | Policy updated following customer feedback. |
| Neighbourhoods | 25 | Policy updated following customer feedback. |
| Tenancy | 8 | No specific changes to the policy content but some minor amendments to numbering and flow of document. |
Customer consultation sessions:
| Engagement event | No. of tenants consulted | Outcomes |
|---|---|---|
| Grasmere Neighbourhood Survey | 34 | Feedback informed investment in the area to improve greenspace and fencing. |
| Warrington Central Customer Feedback Survey | 22 | Customer feedback on improvement made in the area 86% were very or fairly satisfied with the improvements.
8 residents volunteered to become Community Champions. 1 employment referral to Torus Foundation. 8 customers stated they would like to be involved in improving Torus services. |
| Community Investment Fund Consultation | 7 | Customer feedback reported to Landlord Operations Committee (LOC) for consideration when approving proposed changes. |
| Consultation on Tenants Voice promotional materials | 13 | Promotional materials redesigned following tenant feedback. |