We are redesigning our website to make it easier for you to access our services online.
This is happening in phases so you'll start to notice some parts of the website looking different.
The inspection also identified areas where we can further strengthen our services. This Action Plan sets out the improvements we will make in response to the inspection findings and how we will continue to enhance services and outcomes for residents.
Progress against the Action Plan is monitored regularly, and updates will be published on this webpage.
Action
Progress
1.1 - Review Dover’s Resident Engagement Strategy to ensure that the resident voice is heard at every level of the housing service.
In progress
1.2 - Recruit a Resident Scrutiny Panel and undertake regular ‘deep dive’ reviews of priority areas of service delivery annually as directed by the DDTCG.
Complete
1.3 - Introduce additional automated transactional surveys for ASB and lettings.
In progress
1.4 - Introduce additional transactional surveys for repairs (all contractors).
Pending
1.5 - Collate and analyse all resident feedback – communicating back to residents with actions/impact.
Pending
1.6 - Complete a root/cause analysis of the tenant engagement service.
In progress
Action
Progress
2.1 - Deliver the 2026/27 Tenancy Audit Programme.
In progress
2.2 - Enable tenants to update their profiling data via the Tenant’s Portal (web portal).
In progress
2.3 - Ensure all housing teams are collating vulnerability and profiling.
Complete
2.4 - Provide guidance for staff in how to respond to tenants’ needs.
Complete
Action
Progress
3.1 - Publish housing service's performance on our website.
Complete
3.2 - Ensure a summary of performance is reported in each newsletter.
Complete
3.3 - Ensure the Dover District Tenants' Consultative Group is reviewing performance at each meeting to identify areas for improvement and further scrutiny.
Complete
Action
Progress
4.1 - Review our Complaints Policy including reflecting the points made by the Housing Ombudsman Service.
Complete
4.2 - Merge the pages on our website that enable a resident to complain and update the text to remove reference to ‘service request’.
Complete
4.3 - Work with contractors to ensure all complaint reports are captured and investigated by us.
Complete
4.4 - Set up a standard report to analyse reasons for complaints alongside repairs, damp and mould, ASB, rent, compliance activity, improvement works and profiling data.
In progress
4.5 - Analyse complaint data as part of the customer feedback reporting.
Pending
4.6 - Tenant scrutiny review of complaints processes and consideration of how improvements in customer satisfaction can be delivered.
Pending
4.7 - Complete a root cause analysis of the complaint position with identification of further work programme.
Complete
Action
Progress
5.1 - Amend the ASB customer service standards to align with the acknowledgement time.
In progress
5.2 - Migrate ASB systems and workflows into the CRM.
In progress
5.3 - Undertake a root cause analysis of our housing service’s position on ASB with identification of a future work programme.
Complete
5.4 - Undertake an external review of Dover's approach to ASB case handling.
Pending
5.5 - Programme a tenant scrutiny review of ASB for 2027/28.
