New legal requirements have prompted Brighton and Hove City Council to overhaul its approach to housing management.
The Social Housing (Regulation) Act 2023 has empowered the Regulator of Social Housing to introduce sweeping changes affecting local authorities and housing associations.
The legislation mandates that landlords provide services that are safe, high-quality and centred on tenant welfare.
A comprehensive report addressing these obligations was submitted to the council’s cabinet by Labour councillor Gill Williams, who holds the housing portfolio.
The document outlined a series of professional standards developed collaboratively with residents through dedicated workshops.
Input from complaints and positive feedback informed the framework, ensuring tenant perspectives shaped every aspect.
According to the report, the standards address what residents emphasised as most important: respectful interactions, accessible support, clear responsibility, accurate guidance and consistent follow-through on promises made to tenants.
Consultation with residents produced substantial participation and revealed clear expectations regarding service standards, staff professionalism and ongoing development opportunities.
While several respondents regarded the proposed standards as thorough, the majority identified specific areas requiring improvement in service delivery.
Key priorities emerging from feedback included transparent communication practices, responsive and accessible support, dignified treatment of residents, clear lines of accountability, improved interdepartmental collaboration and greater certainty that commitments would be honoured.
Respondents also stressed the significance of equitable treatment, unbiased decision-making, thorough record management, suitable assistance for disabled and vulnerable residents, and explicit expectations for both employees and contractors operating within residential properties.
The consultation highlighted that residents wanted policies to establish concrete, measurable behaviours rather than vague principles, enabling proper oversight and enforcement.
Operational guidance requires housing employees to maintain composure, demonstrate patience and treat all individuals with courtesy.
Interactions should remain professional while using appropriate terminology when addressing residents.
Written materials must use straightforward language accessible to all readers.
Staff training will incorporate methods to defuse tense situations and better support individuals with varying requirements and vulnerabilities.
Personnel and contractors must possess appropriate technical expertise relevant to their responsibilities, covering property maintenance, housing allocations, behaviour issues and the requirements outlined in Awaab’s Law concerning damp and mould conditions.
Addressing cabinet members, Councillor Williams observed that residents typically seek assistance during periods of significant difficulty related to their accommodation, which represents one of the most challenging circumstances individuals can face.
Labour councillor Jacob Allen, whose brief covers customer services, public spaces and local government administration, addressed the council’s track record following multiple determinations of administrative failure during the previous year.
He confirmed having reviewed the Housing Ombudsman’s findings with relevant officers given his customer services responsibilities.
The authority’s performance data for 2025-26 indicated maladministration in 57 percent of cases, derived from 21 determinations across 37 complaints spanning 17 separate matters.
This compared favourably with the national figure of 62 percent across all social landlords and 70 percent for local authority providers specifically.
Councillor Allen stated that each ombudsman determination represents an instance where concerns should have been identified earlier, which frequently occurs.
However, cases where this did not happen provide ongoing opportunities for staff development and process improvement.
Cabinet members approved allocation of £79,000 from the Housing Revenue Account, which derives from tenant rental payments, to fund the training programme and support implementation of the enhanced professional standards.