Housing Annual Report 2024/2025 - plain text version
West Lancashire Borough Council – Housing Annual Report 2024/25 (plain text version)
Please note: You can download the full colour and downloadable PDF version of our Housing Annual Report 2024/2025 here.
Celebrating tenant voices, improving homes and strengthening communities
Housing Annual Report
2024/25
Contents
Welcome messages
Tenant voice & engagement
Tenant Satisfaction Measures (TSMs)
Together we have
Performance and service improvement
New homes update – Digmoor Revival
Neighbourhoods and community safety
Tenant support and financial inclusion
Good news
Customer feedback
Looking ahead
Final thoughts
Welcome Messages
I am pleased to introduce
to you the Annual Report
for Housing 2024/25.
As a Tenant Voice Representative, It gives me satisfaction to be part of a growing network of tenants who are helping shape the future of housing services here in West Lancashire. This Annual Report is a reflection of all the work that’s taken place over the past year and more importantly, of the voices, experiences, and feedback of tenants that continue to influence how services are delivered. It’s not just a report on what’s been done, but a reminder that tenant voices are being listened to, and it’s making a difference.
Over the past 12 months, I’ve seen first-hand how tenant involvement has grown stronger and more inclusive. Through appraisals, workshops, meetings, and informal chats, tenants have been encouraged to share their views and ideas in ways that suit them. It’s not always easy to speak up, but I’ve seen how officers have genuinely taken the time to listen, respond, and act. From repairs and communications to estate standards and digital services, there’s now a stronger link between what tenants say and what actually happens.
I want to say thank you to every tenant who has taken the time to get involved, in any way, big or small. Whether you’ve filled in a survey, joined an event, shared your story, or simply encouraged others to speak up, you’ve contributed to a stronger tenant voice. There’s more to do, but there’s also a real sense of momentum. I hope this report shows just how powerful getting involved can be when it’s genuine, supported, and consistent. I’m looking forward to another year of working together to keep making positive change.
Linda Mangan
Tenant Voice Representative
In a year marked by national change and local delivery, we have responded with transparency and partnership.
Our focus remains on tenant safety, service quality, and treating everybody with respect. With the Social Housing Regulation Act in full force, tenants now have stronger rights and clearer expectations, and we’re proud to be moving forward together.
It has been a privilege to oversee the housing portfolio during a year of real progress for West Lancashire Borough Council. This report shows the breadth of work that has taken place, from making homes more energy-efficient, to supporting people through hardship, to ensuring that the housing service is delivering value for money. Our commitment to tenants remains front and centre in all that we do.
What stands out to me this year is the spirit of collaboration. Our tenants have been working side by side with officers to scrutinise services and provide input on future priorities. The council continues to listen carefully, take on feedback, and build that into how we improve our homes and communities. This is exactly how housing should work, transparent, responsive, and shaped by the people it serves.
I’d like to thank the officers who deliver housing services day in and day out, and of course, the tenants who take the time to be involved. Together, we are creating better outcomes for all. I look forward to seeing how we continue to grow and improve in the year ahead, and I encourage more tenants to get involved and help shape the future.
Councillor Nicola Pryce-Roberts
Lead Member for Housing
Tenant Voice & Engagement
Tenant involvement continued to grow in strength, reach and impact throughout 2024-25. The Council worked closely with tenants and leaseholders to ensure that a wide range of voices were included in decisions about housing services, neighbourhoods and future plans.
This year, more opportunities were made available for tenants to get involved, whether by attending face-to-face events, joining online discussions, or taking part in surveys, and working groups. A focus was placed on making involvement more inclusive and flexible.
We saw an increase in the number of registered involved tenants, all of whom commit their time to taking part in Tenant Voice activity. Over 500 hours were contributed in tenant volunteer time in
2024/2025.
Scrutiny in action
Tenants reviewed the effectiveness of gas servicing no-access policies and communications around the Housing Service. Recommendations have already led to clearer letters, updated web pages and revised follow-up processes.
Work is ongoing to strengthen communication and increase representation so all tenant groups can shape the future of housing services.
Year end highlights
80 Tenants registered to be involved
483 Tenants signed up to provide feedback using our online engagement platform
68 Involvement opportunities provided
18 Tenant training sessions delivered
In 2024-25, we have completed several key pieces of work alongside our Tenants, including:
Tenant & leaseholder Advisory Group Scrutiny Reviews
Letter Review – Getting to Know You Better
In-depth Review of Repairs
Housing Annual Report Review
Focus Group Homelessness & Rough Sleeping Strategy
Tenant Newsletter Review
Independent Living Repairs Drop in Sessions
Lettable Standard and Repairs Handbook Consultation
Tenant Voice Branding Review
Income Recovery Policy Review
Temporary Accommodation Pods Feedback
YVWL Banner Review
Damp and Mould Strategy Review
Aids and Adaptations Policy Consultation
Estate Management Policy Consultation
ASB Leaflet Focus Group
Procurement of the Repairs Diagnostic Tool
Mystery Shopping Activities – Customer Feedback Journey
Six Key Compliance Policy Reviews
Goodwill & Redress Goodwill Discretionary Payment Policy
Leaseholder Policy Review
All of the above helps play a vital role in improving our housing services. By acting on feedback, we’re able to shape services that better meet our local priorities and needs as we aim to continuously raise standards. This process not only ensures that tenants’ voices are at the heart of decision-making but also helps us to identify areas of focus across our Housing Services.
Through reviews, focus groups and consultation activities, we are building stronger partnerships with Tenants and ensuring that policies reflect real experiences. Every piece of feedback provides us with valuable insight which allows us to adapt, modernise and improve the way we deliver services. By embedding tenant influence in this way, we can make sure our approach remains fair, transparent and accountable, creating services that tenants can both rely on and have confidence in.
Tenant Satisfaction Measures (TSM'S)
This is the second year of collecting and reporting Tenant Satisfaction Measures, which are used by the Regulator of Social Housing to compare tenant perception of services provided by landlords.
These results have given us a clearer picture of what we do well, but also highlight those where there is still room for improvement. We review the results quarterly, to ensure we are taking action to improve. Actions based on feedback are embedded into service improvement plans, ensuring real change is being driven by residents’ experiences.
We asked tenants about their home and the council as a landlord. Twelve questions were asked, with percentages indicating tenant satisfaction levels.
62% Were satisfied with the overall service provided
59% Satisfied with the repairs service overall
52% Satisfied with the time taken to complete the most recent repair
60% Satisfied their home is well-maintained
65% Satisfied their home is safe
49% Satisfied that WLBC listens to tenant views and acts upon them
50% Satisfied that WLBC keeps tenants informed about things that matter
64% Agree WLBC treats tenants fairly & with respect
33% Satisfied with WLBC approach to handling complaints
67% Satisfied WLBC keeps communal areas clean & well maintained
44% Satisfied WLBC makes a positive contribution to neighbourhoods
43% Satisfied with WLBC approach to handling Anti-Social Behaviour
Each household was sent a questionnaire (the list of questions) and asked to return it by post or online.
5,625 households were sent the questionnaire and 961 returned it – a 17% response rate.
The survey was undertaken in line with the requirements of the Regulator of Social Housing's Tenant Satisfaction Measures Survey.
Together We Have
This section celebrates the results of tenant involvement and other feedback-driven actions across the service, including through feedback from our Tenant Satisfaction Measures.
Together We Have:
Worked with contractors to provide female operatives for those who request when this is important to them, for example, where tenants have cultural needs or for those who have experienced domestic violence.
Re-designed our Anti-Social Behaviour leaflet to be simpler and explain how to easily report issues in neighbourhoods.
Improved our Gas No Access procedures for Annual safety checks, we will now be visiting homes earlier where there have been previous incidents of no access to ensure compliance.
Agreed to produce more tenant communications, with the addition of an extra Summer newsletter, keeping tenants informed throughout the year.
We have also:
Began to train tenants to inspect empty homes
Started to review our tenancy agreement
Worked on improvements to our repairs reporting tool online
Conducted mystery shops in Flat Blocks and Communal areas, & with our Customer Services Team.
We are committed to listening to feedback and will take the necessary steps to improve our services. Your voice matters, and we will keep you informed of outcomes in our newsletters and on our website.
Performance & service improvement
The council uses performance data to monitor housing services, understand tenant priorities, and identify areas needing improvement.
Investment
98 Homes received a new kitchen or bathroom upgrade
219 properties received either new loft insulation or top up of loft insulation
60 homes received cavity wall insulation
29 homes received new windows
53 homes received new central heating boilers
90 homes benefited from renewable technology such as solar panels and heat pumps
Over £7.2m has been invested into our homes.
Homelessness
Provided advice and support to 591 people at risk of homelessness
Helped 407 homeless people find a place they could call home
Provided a package of support to 102 Tenants in temporary accommodation
87 were provided with emergency accommodation
Disabled adaptations
Completed 12 Disabled Adaptations to homes
The cost of this work was nearly £500,000
Compliance & Safety
93.47 of electrical checks completed
99.8% of annual gas safety inspections completed n 100% compliance in asbestos, fire, lift and water safety risk assessments.
100% of homes have completed communal area safety checks
Customer Feedback
307 stage 1 complaints received
257 responded to on time = 83.7%
46 stage 2 complaints received
40 responded to on time = 87%
12 comments have been received
46 compliments have been received
Repairs, Maintenance & Property
Standards
Repairs and maintenance remain some of the most valued services provided. This year saw a continued focus on improving responsiveness, quality, and communication.
Key highlights for 2024/25:
17,441 repairs completed
Average percentage of responsive repairs completed within timescale = 87.69%
Average percentage of emergency repairs completed on time = 96.55%
Average percentage of booked repairs completed on first visit = 85.17%
£6,237,335 spent on repairs
73.87% of customers satisfied with repairs through Voicescape surveys, which are carried out over the phone after a repair has been completed
927 damp and mould Inspections carried out
Several projects have been completed alongside Tenant Voice, including the provision of clearer communication, and the co-design of our repairs reporting tool. These initiatives ensure that tenant feedback directly shapes how we deliver and communicate our repairs service.
New homes update – Digmoor Revival
The council remains committed to improving energy efficiency and expanding the number of high-quality, affordable homes.
Social Rent – Phase 1 Digmoor Revival
The Council secured £1,128,000 in Homes England grant funding in October 2024. This funding is supporting the development of phase 1 of our Digmoor Revival Project in Skelmersdale.
Construction is already underway. The development is expected to be completed by the end of January 2026.
This will deliver 2 apartments (9 x 1 bedroom and 3 x 2 bedrooms).
The project at Blythewood and Banksbarn in Skelmersdale is split into two phases and will see the building of a total of 45 new affordable homes, with 33 being built as part of phase 2.
Neighbourhoods & community safety
The Council worked with tenants and partner agencies to create cleaner, safer, and more welcoming neighbourhoods.
Key actions
6 Community action days held
85 Anti-Social Behaviour cases logged & investigated
Community Impact Days brought together tenants, housing teams, contractors, and partner organisations to make visible improvements across our neighbourhoods. These days focused on fly-tipping, anti-social behaviour, communal repairs, and environmental improvements, and gave residents the chance to directly raise their concerns with us. By working side by side, we delivered quick wins while also building stronger local connections.
In addition to action days, our estate walkabouts provided an opportunity for tenants to highlight issues in real time and agree solutions together with staff. This has already led to faster resolution of problems in communal areas and improved communication between tenants and the Council.
We also responded to feedback through targeted anti-social behaviour investigations, with 85 cases logged and addressed during the year. Tackling these issues has helped create safer and more welcoming neighbourhoods, while reinforcing that tenant voices directly influence the way we manage estates.
Looking ahead, we will continue to expand this work, with more tenant-led priorities shaping future action days, better follow-up reporting for residents, and further collaboration with community partners. This will mean we can continue our plans to ensure that neighbourhood improvements are always delivered.
Tenant support & financial inclusion
We have remained committed to supporting tenants through the cost of living crisis and ensuring that everyone has access to advice and assistance when they need it most.
We understand that financial pressures can affect every aspect of a household, and our dedicated teams have worked throughout the year to provide practical, tailored support.
Our money advice team assisted 2,130 tenants with issues ranging from benefits, budgeting and debt advice to tenancy sustainment and poverty-related concerns. In total, this support helped tenants access over £1 million in additional financial assistance. Collaborative working between the money advice and income teams also ensured that tenants received early help before problems escalated, leading to rent arrears being held at an all-time low.
Key highlights
2,130 tenants supported with money, debt, benefits and tenancy advice.
Over £1 million in financial assistance accessed on behalf of tenants.
Rent arrears maintained at an all-time low thanks to early intervention and joint working.
Alongside one-to-one advice, we delivered outreach sessions and accepted referrals from across housing services to make sure residents were aware of the help available. A particular focus was placed on our new pre-tenancy training programme, designed to equip new tenants with the knowledge and skills to manage their homes successfully. We also strengthened our early intervention offer, stepping in quickly where tenants faced hardship and offering personalised solutions to help sustain tenancies.
Looking forward, we will continue to expand our financial inclusion work, with a greater emphasis on proactive engagement and partnership working. By embedding financial resilience and providing ongoing guidance, we aim to give tenants the best possible chance of maintaining secure homes, avoiding hardship, and building stronger, more sustainable futures.
Good News
This year, we were pleased to achieve a C1 grade from the government’s Housing Regulator, reflecting the strength of our Housing Services and our commitment to continuous improvement.
The inspection process reviewed several key areas, including tenancy management, repairs, safety and tenant involvement. This outcome recognises the hard work and collaboration across the organisation, with a strong emphasis on how we listen to and act on tenant feedback. Our tenants played a key role throughout, helping us shape and improve services through regular engagement, scrutiny, and open dialogue. Their continued involvement remains central to how we move forward and build on this achievement.
Feedback from the regulator has helped to shape priorities for the next year, and areas of focus we have planned to make further improvements alongside our Tenants.
Starting off strong with Pre-Tenancy
training sessions
Moving into a new home is a big step and we want our tenants to feel confident and supported right from the start. That’s why we’ve introduced Pre-Tenancy Training, designed to give new tenants the tools they need to manage their tenancy successfully.
The training covers everything from understanding tenancy agreements and budgeting, to reporting repairs and knowing where to go for support. It’s already making a difference, with new tenants telling us they feel more informed and better prepared.
Read what some of our new Tenants have had to say:
“I came along with a friend, and I found the information useful. I got all questions answered I asked in full detail. Rebecca spoke through every section to becoming a tenant and the what if’s… thank you for all the help.”
“Rebecca was very helpful, she explained everything clearly. Very professional.”
“I found Rebecca was very helpful, her pre-tenancy training helped me become more independent and helped me to manage myself and my home in the future, thank you.”
This early support helps prevent tenancy issues, builds stronger relationships between tenants and housing staff, and sets the foundations for a successful, long-term tenancy. We’ll continue to offer this training as part of our commitment to positive housing journeys for all.
Customer feedback
Feedback from tenants and leaseholders is vital. Whether it’s a concern, a suggestion or a thank you, all responses help improve services.
Themes raised through complaints were used to improve communication, review policies, and provide staff training. For example, clearer updates during complaint handling were introduced following tenant input.
Positive feedback also played an important role, recognising where services and staff have made a difference.
Feedback can now be submitted via:
Our Customer Services team on 01695 577177
Visiting one of our Customer Service Points:
52 Derby Street, Ormskirk L39 2DF
Unit 142, The Concourse Shopping Centre, Southway, Skelmersdale WN8 6LN
Or writing to us at: Customer Feedback, Business Support, West Lancashire Borough Council
52 Derby Street, Ormskirk, Lancashire L39 2DF
You can read more our Customer Feedback Policy on our website: www.westlancs.gov.uk/about-the-council/contact-us/customer-feedback.aspx
Our officers regularly receive compliments on the work they do with our tenants – here are just a few:
“I wanted to take a moment to express my appreciation for the support I’ve received from Aaron. Throughout our interactions, he has consistently shown a kind and respectful attitude. He always listened to me, validated my concerns, and approached every conversation with a genuine desire to help. Even in situations where there were limits to what could be done, he made sure I felt heard and did everything within his role to assist me. His professionalism and empathy made difficult situations much easier to navigate. Please pass on my thanks to Aaron – his approach made a real difference to me.”
“Hi Amanda, Just want to say thank you
for yesterday. Thank you for going above and beyond. For been understanding, empathic, and professional. For your help it meant so much.”
“Thank you so much for your call, I am really thankful to you that something can be done about the damp.”
“You are always exceptionally helpful and have helped me many times with issues relating to both rents and any other issues that I have. You always got things sorted quickly and with a smile.”
“Hi Becca, just want to say thank you again... you and Alex are such a wonderful team we are really all so lucky.”
“I Really appreciate all your help & support in getting all this sorted too Dan. You've been amazing through it all & I can't thank you enough.”
“Thanks so much for letting me come along and join you all yesterday, it was lovely to meet and chat with all too.”
“Being part of Tenants Voice has opened our eyes to the processes that the council have in delivering services, but also their willingness to work with tenants to deliver those services in the best way possible. Just knowing that they are listening and acting on some of our recommendations is great.”
Linda & Steve, Involved tenants
“I have found our meetings at The Council to be really interesting. Especially when we have various Service Managers involved. We learn the "why" and what's involved when some issues are not resolved as we would wish them to be. It is good to listen to other tenants views of where they live, what problems they have and how they have been resolved. I am looking forward to the Empty Homes project and seeing more about how tenants views were listened to.”
Chris, Involved tenant
“In my role as Data Insight and Quality Officer, I am always looking for ways to improve our housing service. I use valuable data from multiple systems to understand the experiences our tenants are having and identify what we, as a council, can do better. This includes insights gathered through surveys, tenant engagement, and complaints. All of which are fundamental to our learning and continuous improvement. One of the most effective tools we use is Voicescape. It enables me to have real conversations with tenants and hear directly from them about where things may have gone wrong and what they believe we could be doing better. This feedback is incredibly important, and I ensure it is shared directly with our Service Managers so that tenant voices are heard and acted upon. I am committed to helping deliver the service our tenants deserve, and it’s rewarding to know that their feedback plays a vital role in shaping how we do that.”
Martha, Data Insight and Quality Officer
"I have worked in Customer Services as a Team Leader for nearly 5 years whereby my team are the first point of contact for repairs both over the telephone and face to face. My role also involves engaging with our housing team and contractors on a regular basis. I have also been lucky enough to be involved in the Tenant Scrutiny meetings as well as the Impact days where I have spent time engaging with our tenants face to face discussing any issues they may have. I believe this builds a stronger and more positive relationship with tenants within our borough.”
Justine, Customer Service Specialist Team Leader
Looking ahead
Priorities for 2025–26 have been shaped by tenant feedback and the council’s commitment to continuous improvement.
Review and refresh our current Tenancy Agreement.
Launch of a new and revised Tenant Voice approach.
Mandatory staff training on tenant engagement.
Introducing Tenant empty home inspectors.
Implementing the outcome of Awaab’s law.
Identify further funding to support energy efficiency and improvements to our homes.
Service reviews to improve repairs, communication and complaints.
Continued investment in energy efficiency and planned maintenance.
Increased outreach to underrepresented tenant groups.
More visible feedback updates through “Together We Have" reporting.
Preparation for future inspections under new regulatory standards.
A commitment to remain compliant, cohesive and consistent.
Review of neighbourhood management.
These goals aim to create a service that is fair, transparent and shaped and approved by those who use it every day.
Final thoughts
This years report highlights the work we continue to do to support tenants & communities, deliver quality homes, and strengthen our housing services.
It’s been a year of steady progress in a challenging landscape and I’m proud of what we’ve achieved together during a year of progress and reflection.
Throughout the past 12 months, we have continued to focus on listening to tenants, improving our response times, and delivering services that people can rely on. Whether it’s the upgrades made to homes, the work we do providing financial support, or the strides made in digital services, every step forward has been shaped by feedback from the people who live in our homes. Your input is the backbone of our work, and this report reflects that partnership.
However, I also recognise we still have work to do and our aim and drive is to continually look to develop and improve the services we provide, with service improvements being co-created with tenants. The cost of living continues to impact many residents, and ensuring that our services are accessible, fair, and efficient remains our priority. I’d like to thank all the staff, contractors, councillors, and tenants who have played a part in the last year’s progress.
We look forward to continuing this journey with you as we work to make every home, neighbourhood, and service the best it can be.
Alan Leicester
Director of Housing and Environment
West Lancashire Borough Council
West Lancashire Borough Council would like to thank everyone who contributed to this year’s Housing Annual Report. Special thanks go to our tenants and leaseholders, whose feedback, involvement and lived experiences have helped shape the content, priorities and direction of this report. Your voices continue to drive meaningful change. Thanks also to staff across Housing Services, our contractors and partners, and members of the Tenant Voice groups, who have shared insights, provided data, and supported engagement throughout the year.
For further information please email tenantvoice@westlancs.gov.uk or telephone 01695 577177
West Lancashire Borough Council
52 Derby Street
Ormskirk
Lancashire L39 2DF
westlancs.gov.uk
