Agenda item

Report attached from Sian Grant, Director of Housing.

Members considered the report outlining the findings of the independent Housemark review of Bury Housing’s complaints handling and anti-social behaviour services, together with the proposed improvement action plans.

It was noted that the review forms part of the Council’s wider improvement journey, with a focus on strengthening compliance with regulatory standards, improving service delivery, and working towards potential future accreditation for both complaints and anti-social behaviour services. The review has also provided clarity on how services are reported, managed and monitored, and the processes required to ensure consistent delivery. In particular, Members noted the importance of strengthening a proactive approach to anti-social behaviour, including early intervention and prevention to reduce escalation.

Members noted that the review, commissioned in Autumn 2025 following the transition of services back in-house, was intended to provide an honest assessment of current practice against Housemark accreditation standards. While neither service was expected to meet accreditation at this stage, the review has identified key strengths, gaps and opportunities to improve consistency, customer experience and accountability.

Housemark found both services to be moving in the right direction, with strong leadership intent, updated policies and a clear focus on improving customer experience. However, this intent is not yet consistently reflected in operational practice, with a gap between service design and residents’ experience.

Key cross-cutting findings included:

• Inconsistent application of policies and procedures
• Gaps in core case management disciplines
• Variable quality of communication
• Developing but not yet mature performance and assurance frameworks
• Resident experience not yet aligned with organisational ambition

In relation to complaints handling, Members noted that while an appropriate framework is in place, there are inconsistencies in delivery, including insufficiently evidenced investigations, lack of clarity in responses, inconsistent capture of learning, and weaknesses in record keeping.

For anti-social behaviour services, the review identified more significant challenges, with services often operating reactively rather than proactively. Concerns included inconsistent risk assessment, limited structured case management, lack of early intervention, unclear case direction, and closure of cases without sufficient evidence of resolution or customer satisfaction.

The overall assessment concluded that, whilst the core components of effective services are in place, consistent delivery is not yet embedded and the service remains in a transitional phase rather than one of failure.

Members were advised that comprehensive and realistic improvement plans have been developed for both service areas, supported by strengthened performance management arrangements. It was noted that these plans are intended to be delivered over a 12-month period to allow new approaches to embed and demonstrate sustained improvement.

In response to a query from Councillor Green, it was confirmed that action plans and performance expectations are being embedded within service teams; however, engagement and sharing with Trade Union colleagues will be ensured as part of the implementation approach.

A further independent review will be commissioned in 12 months to assess progress.

It was agreed:

1. That the findings of the Housemark review be noted.
2. That the improvement action plans for complaints and ASB services be approved.
3. That progress against the action plans be reported to the Housing Advisory Board through more high level. Summary reports which identify the key actions that the Board needs to consider.