Dacorum Tenant Voice Panel

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What is the Tenant Voice Panel?

The Tenant Voice Panel is a group of tenants who work with Dacorum Borough Council to ensure that tenant views are heard and considered in the delivery of housing services. Thank you to the 82 applicants who applied to join the Panel to help shape the policies and services that impact everyday life in Dacorum. Your lived experience matters, and your insight helps guide the future of housing in our community.

The Panel provides feedback on housing policies and services, reviews how the Council is performing as a landlord, and shares insight based on tenants’ lived experiences. While the Panel does not make final decisions, it plays an important role in informing and influencing the Council’s approach to housing management. It also supports the Council in meeting the expectations of the Regulator of Social Housing and the Housing Ombudsman.


Tenant Voice Panel Update: From Induction to Action

Following the recent induction tour on 27 May, we are pleased to share that Tenant Voice Panel members had a valuable opportunity to visit a range of council homes and speak directly with staff about key issues such as repairs, safety, antisocial behaviour and neighbourhood conditions. The tour helped members better understand how services work in practice and how their feedback will be used to improve them. Early feedback from those who attended has been very positive.

As part of this induction phase, Tenant Voice Panel members also took part in a mobilisation event with CARDO on 3 June, marking the start of the new repairs partnership with Dacorum Borough Council. The session gave tenants the opportunity to scrutinise the new contract, ask direct and influential questions, and share honest feedback on the proposed improvements. The event was highly engaging, with strong feedback from attendees, and reinforced the shared commitment to ensuring tenant voices are central to how services are shaped and delivered moving forward.

The Tenant Voice Panel is now well into its induction phase. During this time, members have been getting to know each other and council staff, learning about key housing services, understanding how decisions are made, and beginning to share their views and experiences. This stage is helping to build confidence and create a strong foundation for the Panel’s work.

The Panel will continue its induction over the coming weeks through further opportunities to meet senior leaders and service teams, and prepare for their second full meeting. All activities have been designed to strengthen understanding and ensure members are ready to take on a more active role.

As the Panel moves forward, it will begin focusing on reviewing performance, providing feedback on services, and helping to shape improvements based on tenant insight. Alongside the Panel’s work, there will continue to be a range of opportunities for other tenants to get involved, ensuring that as many voices as possible are heard and reflected in the way housing services are delivered across Dacorum.



Still want to get involved?

Although not everyone could be offered a place on the Panel, we remain committed to giving as many tenants as possible the chance to influence services.

One way to get involved is through our Mystery Customer Group, which enables tenants to take part in scrutiny sessions, feedback exercises and online surveys. Members may also be invited to contribute to important pieces of work such as the Community Safety Partnership Survey.

We look forward to working with tenants in a variety of ways to ensure your voices continue to shape and improve housing services across Dacorum.



What is the Tenant Voice Panel?

The Tenant Voice Panel is a group of tenants who work with Dacorum Borough Council to ensure that tenant views are heard and considered in the delivery of housing services. Thank you to the 82 applicants who applied to join the Panel to help shape the policies and services that impact everyday life in Dacorum. Your lived experience matters, and your insight helps guide the future of housing in our community.

The Panel provides feedback on housing policies and services, reviews how the Council is performing as a landlord, and shares insight based on tenants’ lived experiences. While the Panel does not make final decisions, it plays an important role in informing and influencing the Council’s approach to housing management. It also supports the Council in meeting the expectations of the Regulator of Social Housing and the Housing Ombudsman.


Tenant Voice Panel Update: From Induction to Action

Following the recent induction tour on 27 May, we are pleased to share that Tenant Voice Panel members had a valuable opportunity to visit a range of council homes and speak directly with staff about key issues such as repairs, safety, antisocial behaviour and neighbourhood conditions. The tour helped members better understand how services work in practice and how their feedback will be used to improve them. Early feedback from those who attended has been very positive.

As part of this induction phase, Tenant Voice Panel members also took part in a mobilisation event with CARDO on 3 June, marking the start of the new repairs partnership with Dacorum Borough Council. The session gave tenants the opportunity to scrutinise the new contract, ask direct and influential questions, and share honest feedback on the proposed improvements. The event was highly engaging, with strong feedback from attendees, and reinforced the shared commitment to ensuring tenant voices are central to how services are shaped and delivered moving forward.

The Tenant Voice Panel is now well into its induction phase. During this time, members have been getting to know each other and council staff, learning about key housing services, understanding how decisions are made, and beginning to share their views and experiences. This stage is helping to build confidence and create a strong foundation for the Panel’s work.

The Panel will continue its induction over the coming weeks through further opportunities to meet senior leaders and service teams, and prepare for their second full meeting. All activities have been designed to strengthen understanding and ensure members are ready to take on a more active role.

As the Panel moves forward, it will begin focusing on reviewing performance, providing feedback on services, and helping to shape improvements based on tenant insight. Alongside the Panel’s work, there will continue to be a range of opportunities for other tenants to get involved, ensuring that as many voices as possible are heard and reflected in the way housing services are delivered across Dacorum.



Still want to get involved?

Although not everyone could be offered a place on the Panel, we remain committed to giving as many tenants as possible the chance to influence services.

One way to get involved is through our Mystery Customer Group, which enables tenants to take part in scrutiny sessions, feedback exercises and online surveys. Members may also be invited to contribute to important pieces of work such as the Community Safety Partnership Survey.

We look forward to working with tenants in a variety of ways to ensure your voices continue to shape and improve housing services across Dacorum.


  • Transparency in Action: Tenant Voice Panel Meeting Minutes Released

    Share Transparency in Action: Tenant Voice Panel Meeting Minutes Released on Facebook Share Transparency in Action: Tenant Voice Panel Meeting Minutes Released on X (formerly Twitter) Share Transparency in Action: Tenant Voice Panel Meeting Minutes Released on Linkedin Email Transparency in Action: Tenant Voice Panel Meeting Minutes Released link

    The minutes from the latest Tenant Voice Panel meeting (23/06/2026) are now available to view here. Sharing meeting minutes helps ensure transparency and gives tenants the opportunity to see the issues being discussed, the feedback being provided by residents, and the actions being taken to improve housing services.

    The Tenant Voice Panel plays an important role in bringing together tenants and Housing Services to discuss key topics, review ongoing work and help shape future improvements. By publishing the minutes, we aim to keep residents informed about the conversations taking place and demonstrate how tenant feedback contributes to service development.

    You can read the full minutes from the meeting below.


    Tenant Voice Panel (TVP) – Action Point Minutes

    Date: Thursday 25 June 2026

    Time: 18:30- 21:00

    Location: Conference Room 2, The Forum

    Members:

    Michelle Mitchell (MM)

    Kuria Aidoo-Hold (KAH)

    Wrochelle Lawrence (WL)

    Keith Charles Field (KF)

    Gemma Luke (GL)

    Susan Downes (SD)

    Susan Knott (SK)

    Jackie Ann Brunt (JB)

    Leanne Naughton (LN)

    Lucy Chimombo (LC)

    John Edward Howard (JH)

    Staff:

    Hannah Peacock (HP), Head of Strategy, Quality and Assurance (SQA)

    Ada Terry (AT), Strategy, Quality and Assurance Team Manager

    Angela Prowse (AP), Strategy, Quality and Assurance Lead Officer

    Michael Gilbey (MG) - Strategy, Quality and Assurance Officer

    Rumyana Damyanova (RD) - Strategy, Quality and Assurance Co-ordinator


    Agenda Item

    Discussion Notes

    Actions

    Responsible Person

    Target Date

    Welcome and introductions

    MG started the meeting and introduced Dacorum BC staff present

    MM – Late, with apologies.

    All members were given time to introduce themselves

    N/A

    Item 1 - Minutes and Actions Review

    Vice chair KAH – discussion over Item 1 on the agenda.

    Confirmed completion of previous actions - updated terms of reference, improved communication processes with TVP members, including reminders and distribution lists, and progressing the forward plan (our engagement plan).

    Actions still in progress - areas like damp and mould engagement and digital improvements

    MG commented on Housing Open Day and the approach with posters in supported schemes and other buildings in Dacorum.

    SD to include Support Officers in process to inform.

    MG – documents with members for review and comment

    KAH and MM – Timing implementation and inform residents when repairs are scheduled, general awareness

    Safety to be covered by badges presented when attending repairs.

    Meeting documents to be made available as physical copies - (printouts to be provided at reception)

    MG for HOD and events

    RD for TVP meetings

    10/09/2026

    Share forward plan with Tenant Voice Panel members

    MG

    02/07/2026 (completed)

    Plan of distribution ahead of Housing Open Day

    MG

    03/07/2026 (completed)

    Tenant Voice Panel feedback to be provided to Cardo by Strategy, Quality and Assurance Team:

    • Importance of operative identification,
    • Information on scheduling works
    • Reference numbers to track more than one repair

    MG

    09/07/2026

    Item 2 - Tenant Satisfaction Measures (TSMs) Results 2025/26

    AT provided an update on the TSMs.

    The TSMs framework consists of 12 performance measures covering repairs, complaints handling, and compliance/safety responsibilities introduced by the Government.

    Key highlights:

    • Compliance performance remains at 100%, including gas servicing, lift maintenance, and other statutory safety requirements.
    • Improvements have been made to complaint handling and response times.
    • Levels of reported anti-social behaviour (ASB) are currently low.
    • Significant progress has been achieved in repairs performance, supported by improvement work undertaken with Cardo.
    • Performance against the Decent Homes Standard continues to improve, with a reducing number of non-decent homes. The long-term objective remains for all homes to meet the required standard.

    Areas for Improvement

    • Further reduction is required in Stage 2 complaint response times.
    • Greater focus is needed on addressing issues before they escalate into formal complaints.
    • Tenant survey results continue to improve gradually; however, feedback indicates some tenants do not always feel listened to or responded to effectively.
    • Improving communication, responsiveness and overall tenant confidence remain priorities.

    Next Steps

    • Submission of the Annual Tenant Satisfaction Measure return to the regulator by 30/06/2026.
    • Development of a TSM Action Plan identifying service improvements and actions to address areas of lower satisfaction.
    • Quarterly monitoring of progress by the Housing Senior Leadership Team (HSLT).
    • Regular sharing of progress and performance updates with involved tenants and stakeholders.
    • Continued engagement with tenants to identify opportunities for service improvement and increased satisfaction.

    MM – Asked regarding format of the survey

    AT – Online with option to receive printed version

    MM – Quick review shows positives

    JH – Clarification was requested regarding the figure showing 1.6% against the Decent Homes measure.

    AT – Confirmed that the figure represents the percentage of total housing stock that does not currently meet the Decent Homes Standard, rather than the proportion of remedial works completed.

    HP – The Regulator reviews decent homes progress every quarter, some decent homes results are due to no access.

    AT – Anti-social Behaviour data is being validated ahead of submission, and an explanation of calculation errors will be added to the submission to the regulator.

    Quality assurance checks will be carried out over the next year to keep the results accurate.

    SD – Issues with ASBs - not being handled properly, intimidation and overall Complaint handling process.

    MM – commented on how this is handled and process of investigation and logging. Suggested surveillance to be improved in areas with known issues.

    All future sessions to avoid school holidays where possible. Check this on the calendar and amend as appropriate.

    MG

    10/07/2026

    Share MyDacorum feedback with IT team. Tenants have requested for our team to work towards implementing a message to be shared when there is a new point of contact for repairs

    MG

    10/07/2026

    Continual Support for Complains Handling via Complaints Scrutiny Sessions

    SQA Team

    Ongoing

    Consideration for future Cardo events and other meetings with contractors, ideally held in the evening.

    SQA Team

    Ongoing

    Adjustments to the Annual Complaints report infographic. Changes to complaint themes sections for clarity. Simplify as much as possible. Include what the Housing Ombudsman does.

    MG

    17/07/2026

    Report back to the panel the process of investigating and logging ASB complaints.

    MG

    10/07/2026

    Report back to panel regarding how surveillance in used with Dacorum to tackle ASB.

    MG

    10/07/2026

    Item 3 Complaints improvement Action Plan

    AP advised that increasing engagement with complaint feedback mechanisms remains a priority.

    • Approximately 18% of complaint satisfaction surveys issued to housing complainants are currently returned.
    • Increasing response rates would give a more comprehensive understanding of customer experience.
    • The Council also conducts quarterly complaint scrutiny sessions with tenants to gather feedback on complaint handling processes and communications.

    Recent scrutiny sessions have focused on Complaint acknowledgement letters, response templates, improving the use of plain English, increasing empathy within written responses, reducing technical language and improving accessibility.

    JH – To improve awareness and accessibility of complaints information.

    • Providing clearer links to housing complaints information through the Council’s website and Let’s Talk Dacorum platform.
    • Ensuring information is easy to locate and promotes multiple channels for providing feedback.
    • Making complaints information available in a way that encourages greater tenant engagement and awareness.

    HP - Need to distinguish Housing Ombudsman reporting requirements from wider council complaints procedures, whilst ensuring information remains accessible to tenants.

    Feedback on the Complaints Infographic

    Members reviewed the proposed complaints infographic and provided feedback on its design and content.

    Comments included:

    • The infographic was generally welcomed as a more accessible alternative to the full annual report.
    • Further clarity was requested regarding complaint data, particularly ensuring that charts clearly explain what numerical values represent.
    • Compensation information should explain the reasons compensation is awarded and distinguish between:
      • Compensation offered directly by the Council during complaint resolution; and
      • Compensation awarded or recommended by the Housing Ombudsman.
    • It was felt that additional context would help tenants better understand complaint outcomes and areas of service failure.

    MG – explained how the format was chosen – via survey – very low figure for podcast

    Members discussed options and said the infographic contained too much information and would benefit from a simpler, more targeted format with links to detailed information. Suggestions included using frequently asked questions, signposting, and shorter webpages to improve accessibility, SK video with flowcharts, ‘You said-we did’, ‘Need to know facts’.

    Provide link on Dacorum.gov.uk in the Complaints page on Let’s Talk Dacorum

    RD after approval by AT and HP

    Improve Let’s talk DACORUM popularity and sign more people up

    SQA

    Ongoing. Opportunity through the Summer Housing Open Day.

    Improve infographic according to TVP suggestions

    MG

    10/07/2026

    Share Cardo’s repair standards documentation with Tenants.

    SQA Team

    01/08/2026

    Item 4 - Tenant Voice Report Q3–Q4

    Overview of engagement and service performance

    MG – Overall service performance and how Tenants were involved

    Complaints satisfaction and Damp and Mold, Communal cleaning

    MM – You said – we did model – from surveys sent out to get the actions behind published

    JH – Cardo’s action and improvement in handling repairs

    MM – quarter update to workload - Aims, Objectives, outcome

    New and Old builds separation when results are presented

    MM – complimented the contractor’s work

    HP – improvement on how we listen and demonstrate this externally, including report resulting

    MM – this information to be given to the panel for review and feedback from Tenant perspective and benchmark results to weigh if TVP find this useful and how it could change and provide value for money.

    LC – in terms of communication – prompt responses – email comms are good – short surveys are good, straight on point.

    GL – finds helpful free text box for comments

    KF – questioned process of decision on closing a complaint

    AP – explained difference between service request and complaint and how the process works

    Item 5/6 - Housing Standard and values

    Apologies that Oliver Jackson is not available to present.

    HP explained the this work is led by the Assistant Director of Housing and Community Safety, demonstrating the importance being placed on improving service standards, accountability and tenant experience.

    Documents necessity comes based on TSMs, need of evidencing, embedding values and behaviours. A full program sits behind this document and working with staff to incorporate those.

    The draft documents set out the behaviours, commitments and standards expected of both the Council and tenants. Key themes include:

    • Treating tenants fairly, respectfully and inclusively.
    • Promoting effective communication and cultural awareness.
    • Demonstrating professionalism in all interactions.
    • Supporting staff wellbeing and safe working environments.
    • Ensuring transparency and accountability.
    • Delivering value for money and openness regarding housing-related charges, including leaseholder service charges.
    • Encouraging positive and respectful relationships between tenants and officers.

    HP emphasised that the documents are intended to be more than policy statements and form part of a wider programme of cultural and service improvement.

    MG sought clarification on the purpose of the documents and how they would be used in practice.

    HP explained that the Standards and Values is intended to establish clear service commitments to tenants, embed expected behaviours and standards across Housing Services, support improvements in tenant satisfaction and perceptions of the Council as a landlord, provide a framework for accountability and performance monitoring and align with Tenant Satisfaction Measures (TSMs), particularly those relating to fairness, respect and tenant experience.

    It was confirmed that a programme of implementation sits behind the documents, including:

    • Staff training and development.
    • Induction processes.
    • Service communications.
    • Performance monitoring and reporting.

    MM raised questions regarding repair standards and whether contractors clearly understand the quality standards expected by the Council, particularly in relation to planned works.

    HP advised that while the Housing Standards and Values Charter sets out high-level expectations, operational requirements for contractors are detailed through contractor procedures and service standards.
    It was noted that Cardo has its own operational standards covering matters such as:

    • Professional conduct when entering homes.
    • Introducing themselves to residents.
    • Respecting tenant requests within the home.
    • Leaving properties clean and tidy following works.

    HP highlighted ongoing work to strengthen tenant engagement with Cardo following mobilisation of the new repairs contract.

    This includes:

    • Involving tenants in mobilisation and service development discussions.
    • Creating opportunities for direct engagement between tenants and Cardo representatives.
    • Exploring the development of repairs and complaints forums where tenants can discuss issues and experiences directly with the contractor.
    • Maintaining open communication channels between tenants, Housing Services and Cardo.

    TVP members welcomed tenant participation in recent mobilisation events and emphasised the importance of continued involvement in shaping service delivery.

    Members asked how compliance with the standards and values would be measured.

    HP confirmed that customer satisfaction surveys continue to be a key mechanism for monitoring service quality and tenant experience. Surveys are issued following completed repairs and provide direct feedback on contractor performance.

    • Feedback data is received by the Council on a regular basis, allowing ongoing monitoring of service performance.
    • A single survey (DBC issued) process will now be used, ensuring consistency of feedback and reducing survey duplication and fatigue.
    • Survey results will be shared with Cardo to support service improvement and performance management.

    HP noted that previous Council and contractor surveys had produced differing satisfaction levels. The new approach will provide a single, consistent source of customer feedback to support effective monitoring and accountability.

    LC and GL – contingency in reports and working with different Housing Officers; documents contingency – files – leaving staff

    KAH – The listening is not efficient, talking over the tenants, and only to look mimic listening, but not acting upon

    Steps to be done to communicate changes to the service – TMO, tenancy changes.

    Overall continuity of care (as a landlord).

    Standards Matter Document amendment. Reword ‘active listening, this feels patronising’

    OJ

    01/08/2026

    Share Cardo’s repair standards documentation with Tenants.

    SQA Team

    01/08/2026

    AOB

    Tenants collectively agreed that all paperwork, even if in draft format, should be shared in line with our Terms of Reference, 2 weeks before each meeting. For accessibility purposes, these documents should be printed and picked up from The Forum upon request.

    Tenants also agreed that lanyards should be provided to panel members.
    SK – Future induction and training opportunities should have the maximum notice possible to ensure tenants can take A/L to support in these events.

    MG – Said that he would create and share a yearly plan, and that he would re-send the TPAS sign up link.

    Panel to be sent the Tenant Voice Panel yearly plan.

    MG

    10/07/2026

    Request that supported housing, sheltered housing, or residential care-type schemes receive comms regarding TV licences

    MG

    10/07/2026

    Notice to events TVP members are invited, so A/L can be booked, avoiding holidays and half-terms

    MG

    Ongoing. Maximum notice given for events.

    Panel to be re-sent the TPAS sign-up link, along with suggested courses.

    MG

    10/07/2026

    Chair closed meeting

    Next meeting is scheduled for 24 September 2026

    The minutes from the latest Tenant Voice Panel meeting (23/06/2026) are now available to view here. Sharing meeting minutes helps ensure transparency and gives tenants the opportunity to see the issues being discussed, the feedback being provided by residents, and the actions being taken to improve housing services.

    The Tenant Voice Panel plays an important role in bringing together tenants and Housing Services to discuss key topics, review ongoing work and help shape future improvements. By publishing the minutes, we aim to keep residents informed about the conversations taking place and demonstrate how tenant feedback contributes to service development.

    You can read the full minutes from the meeting below.


    Tenant Voice Panel (TVP) – Action Point Minutes

    Date: Thursday 25 June 2026

    Time: 18:30- 21:00

    Location: Conference Room 2, The Forum

    Members:

    Michelle Mitchell (MM)

    Kuria Aidoo-Hold (KAH)

    Wrochelle Lawrence (WL)

    Keith Charles Field (KF)

    Gemma Luke (GL)

    Susan Downes (SD)

    Susan Knott (SK)

    Jackie Ann Brunt (JB)

    Leanne Naughton (LN)

    Lucy Chimombo (LC)

    John Edward Howard (JH)

    Staff:

    Hannah Peacock (HP), Head of Strategy, Quality and Assurance (SQA)

    Ada Terry (AT), Strategy, Quality and Assurance Team Manager

    Angela Prowse (AP), Strategy, Quality and Assurance Lead Officer

    Michael Gilbey (MG) - Strategy, Quality and Assurance Officer

    Rumyana Damyanova (RD) - Strategy, Quality and Assurance Co-ordinator


    Agenda Item

    Discussion Notes

    Actions

    Responsible Person

    Target Date

    Welcome and introductions

    MG started the meeting and introduced Dacorum BC staff present

    MM – Late, with apologies.

    All members were given time to introduce themselves

    N/A

    Item 1 - Minutes and Actions Review

    Vice chair KAH – discussion over Item 1 on the agenda.

    Confirmed completion of previous actions - updated terms of reference, improved communication processes with TVP members, including reminders and distribution lists, and progressing the forward plan (our engagement plan).

    Actions still in progress - areas like damp and mould engagement and digital improvements

    MG commented on Housing Open Day and the approach with posters in supported schemes and other buildings in Dacorum.

    SD to include Support Officers in process to inform.

    MG – documents with members for review and comment

    KAH and MM – Timing implementation and inform residents when repairs are scheduled, general awareness

    Safety to be covered by badges presented when attending repairs.

    Meeting documents to be made available as physical copies - (printouts to be provided at reception)

    MG for HOD and events

    RD for TVP meetings

    10/09/2026

    Share forward plan with Tenant Voice Panel members

    MG

    02/07/2026 (completed)

    Plan of distribution ahead of Housing Open Day

    MG

    03/07/2026 (completed)

    Tenant Voice Panel feedback to be provided to Cardo by Strategy, Quality and Assurance Team:

    • Importance of operative identification,
    • Information on scheduling works
    • Reference numbers to track more than one repair

    MG

    09/07/2026

    Item 2 - Tenant Satisfaction Measures (TSMs) Results 2025/26

    AT provided an update on the TSMs.

    The TSMs framework consists of 12 performance measures covering repairs, complaints handling, and compliance/safety responsibilities introduced by the Government.

    Key highlights:

    • Compliance performance remains at 100%, including gas servicing, lift maintenance, and other statutory safety requirements.
    • Improvements have been made to complaint handling and response times.
    • Levels of reported anti-social behaviour (ASB) are currently low.
    • Significant progress has been achieved in repairs performance, supported by improvement work undertaken with Cardo.
    • Performance against the Decent Homes Standard continues to improve, with a reducing number of non-decent homes. The long-term objective remains for all homes to meet the required standard.

    Areas for Improvement

    • Further reduction is required in Stage 2 complaint response times.
    • Greater focus is needed on addressing issues before they escalate into formal complaints.
    • Tenant survey results continue to improve gradually; however, feedback indicates some tenants do not always feel listened to or responded to effectively.
    • Improving communication, responsiveness and overall tenant confidence remain priorities.

    Next Steps

    • Submission of the Annual Tenant Satisfaction Measure return to the regulator by 30/06/2026.
    • Development of a TSM Action Plan identifying service improvements and actions to address areas of lower satisfaction.
    • Quarterly monitoring of progress by the Housing Senior Leadership Team (HSLT).
    • Regular sharing of progress and performance updates with involved tenants and stakeholders.
    • Continued engagement with tenants to identify opportunities for service improvement and increased satisfaction.

    MM – Asked regarding format of the survey

    AT – Online with option to receive printed version

    MM – Quick review shows positives

    JH – Clarification was requested regarding the figure showing 1.6% against the Decent Homes measure.

    AT – Confirmed that the figure represents the percentage of total housing stock that does not currently meet the Decent Homes Standard, rather than the proportion of remedial works completed.

    HP – The Regulator reviews decent homes progress every quarter, some decent homes results are due to no access.

    AT – Anti-social Behaviour data is being validated ahead of submission, and an explanation of calculation errors will be added to the submission to the regulator.

    Quality assurance checks will be carried out over the next year to keep the results accurate.

    SD – Issues with ASBs - not being handled properly, intimidation and overall Complaint handling process.

    MM – commented on how this is handled and process of investigation and logging. Suggested surveillance to be improved in areas with known issues.

    All future sessions to avoid school holidays where possible. Check this on the calendar and amend as appropriate.

    MG

    10/07/2026

    Share MyDacorum feedback with IT team. Tenants have requested for our team to work towards implementing a message to be shared when there is a new point of contact for repairs

    MG

    10/07/2026

    Continual Support for Complains Handling via Complaints Scrutiny Sessions

    SQA Team

    Ongoing

    Consideration for future Cardo events and other meetings with contractors, ideally held in the evening.

    SQA Team

    Ongoing

    Adjustments to the Annual Complaints report infographic. Changes to complaint themes sections for clarity. Simplify as much as possible. Include what the Housing Ombudsman does.

    MG

    17/07/2026

    Report back to the panel the process of investigating and logging ASB complaints.

    MG

    10/07/2026

    Report back to panel regarding how surveillance in used with Dacorum to tackle ASB.

    MG

    10/07/2026

    Item 3 Complaints improvement Action Plan

    AP advised that increasing engagement with complaint feedback mechanisms remains a priority.

    • Approximately 18% of complaint satisfaction surveys issued to housing complainants are currently returned.
    • Increasing response rates would give a more comprehensive understanding of customer experience.
    • The Council also conducts quarterly complaint scrutiny sessions with tenants to gather feedback on complaint handling processes and communications.

    Recent scrutiny sessions have focused on Complaint acknowledgement letters, response templates, improving the use of plain English, increasing empathy within written responses, reducing technical language and improving accessibility.

    JH – To improve awareness and accessibility of complaints information.

    • Providing clearer links to housing complaints information through the Council’s website and Let’s Talk Dacorum platform.
    • Ensuring information is easy to locate and promotes multiple channels for providing feedback.
    • Making complaints information available in a way that encourages greater tenant engagement and awareness.

    HP - Need to distinguish Housing Ombudsman reporting requirements from wider council complaints procedures, whilst ensuring information remains accessible to tenants.

    Feedback on the Complaints Infographic

    Members reviewed the proposed complaints infographic and provided feedback on its design and content.

    Comments included:

    • The infographic was generally welcomed as a more accessible alternative to the full annual report.
    • Further clarity was requested regarding complaint data, particularly ensuring that charts clearly explain what numerical values represent.
    • Compensation information should explain the reasons compensation is awarded and distinguish between:
      • Compensation offered directly by the Council during complaint resolution; and
      • Compensation awarded or recommended by the Housing Ombudsman.
    • It was felt that additional context would help tenants better understand complaint outcomes and areas of service failure.

    MG – explained how the format was chosen – via survey – very low figure for podcast

    Members discussed options and said the infographic contained too much information and would benefit from a simpler, more targeted format with links to detailed information. Suggestions included using frequently asked questions, signposting, and shorter webpages to improve accessibility, SK video with flowcharts, ‘You said-we did’, ‘Need to know facts’.

    Provide link on Dacorum.gov.uk in the Complaints page on Let’s Talk Dacorum

    RD after approval by AT and HP

    Improve Let’s talk DACORUM popularity and sign more people up

    SQA

    Ongoing. Opportunity through the Summer Housing Open Day.

    Improve infographic according to TVP suggestions

    MG

    10/07/2026

    Share Cardo’s repair standards documentation with Tenants.

    SQA Team

    01/08/2026

    Item 4 - Tenant Voice Report Q3–Q4

    Overview of engagement and service performance

    MG – Overall service performance and how Tenants were involved

    Complaints satisfaction and Damp and Mold, Communal cleaning

    MM – You said – we did model – from surveys sent out to get the actions behind published

    JH – Cardo’s action and improvement in handling repairs

    MM – quarter update to workload - Aims, Objectives, outcome

    New and Old builds separation when results are presented

    MM – complimented the contractor’s work

    HP – improvement on how we listen and demonstrate this externally, including report resulting

    MM – this information to be given to the panel for review and feedback from Tenant perspective and benchmark results to weigh if TVP find this useful and how it could change and provide value for money.

    LC – in terms of communication – prompt responses – email comms are good – short surveys are good, straight on point.

    GL – finds helpful free text box for comments

    KF – questioned process of decision on closing a complaint

    AP – explained difference between service request and complaint and how the process works

    Item 5/6 - Housing Standard and values

    Apologies that Oliver Jackson is not available to present.

    HP explained the this work is led by the Assistant Director of Housing and Community Safety, demonstrating the importance being placed on improving service standards, accountability and tenant experience.

    Documents necessity comes based on TSMs, need of evidencing, embedding values and behaviours. A full program sits behind this document and working with staff to incorporate those.

    The draft documents set out the behaviours, commitments and standards expected of both the Council and tenants. Key themes include:

    • Treating tenants fairly, respectfully and inclusively.
    • Promoting effective communication and cultural awareness.
    • Demonstrating professionalism in all interactions.
    • Supporting staff wellbeing and safe working environments.
    • Ensuring transparency and accountability.
    • Delivering value for money and openness regarding housing-related charges, including leaseholder service charges.
    • Encouraging positive and respectful relationships between tenants and officers.

    HP emphasised that the documents are intended to be more than policy statements and form part of a wider programme of cultural and service improvement.

    MG sought clarification on the purpose of the documents and how they would be used in practice.

    HP explained that the Standards and Values is intended to establish clear service commitments to tenants, embed expected behaviours and standards across Housing Services, support improvements in tenant satisfaction and perceptions of the Council as a landlord, provide a framework for accountability and performance monitoring and align with Tenant Satisfaction Measures (TSMs), particularly those relating to fairness, respect and tenant experience.

    It was confirmed that a programme of implementation sits behind the documents, including:

    • Staff training and development.
    • Induction processes.
    • Service communications.
    • Performance monitoring and reporting.

    MM raised questions regarding repair standards and whether contractors clearly understand the quality standards expected by the Council, particularly in relation to planned works.

    HP advised that while the Housing Standards and Values Charter sets out high-level expectations, operational requirements for contractors are detailed through contractor procedures and service standards.
    It was noted that Cardo has its own operational standards covering matters such as:

    • Professional conduct when entering homes.
    • Introducing themselves to residents.
    • Respecting tenant requests within the home.
    • Leaving properties clean and tidy following works.

    HP highlighted ongoing work to strengthen tenant engagement with Cardo following mobilisation of the new repairs contract.

    This includes:

    • Involving tenants in mobilisation and service development discussions.
    • Creating opportunities for direct engagement between tenants and Cardo representatives.
    • Exploring the development of repairs and complaints forums where tenants can discuss issues and experiences directly with the contractor.
    • Maintaining open communication channels between tenants, Housing Services and Cardo.

    TVP members welcomed tenant participation in recent mobilisation events and emphasised the importance of continued involvement in shaping service delivery.

    Members asked how compliance with the standards and values would be measured.

    HP confirmed that customer satisfaction surveys continue to be a key mechanism for monitoring service quality and tenant experience. Surveys are issued following completed repairs and provide direct feedback on contractor performance.

    • Feedback data is received by the Council on a regular basis, allowing ongoing monitoring of service performance.
    • A single survey (DBC issued) process will now be used, ensuring consistency of feedback and reducing survey duplication and fatigue.
    • Survey results will be shared with Cardo to support service improvement and performance management.

    HP noted that previous Council and contractor surveys had produced differing satisfaction levels. The new approach will provide a single, consistent source of customer feedback to support effective monitoring and accountability.

    LC and GL – contingency in reports and working with different Housing Officers; documents contingency – files – leaving staff

    KAH – The listening is not efficient, talking over the tenants, and only to look mimic listening, but not acting upon

    Steps to be done to communicate changes to the service – TMO, tenancy changes.

    Overall continuity of care (as a landlord).

    Standards Matter Document amendment. Reword ‘active listening, this feels patronising’

    OJ

    01/08/2026

    Share Cardo’s repair standards documentation with Tenants.

    SQA Team

    01/08/2026

    AOB

    Tenants collectively agreed that all paperwork, even if in draft format, should be shared in line with our Terms of Reference, 2 weeks before each meeting. For accessibility purposes, these documents should be printed and picked up from The Forum upon request.

    Tenants also agreed that lanyards should be provided to panel members.
    SK – Future induction and training opportunities should have the maximum notice possible to ensure tenants can take A/L to support in these events.

    MG – Said that he would create and share a yearly plan, and that he would re-send the TPAS sign up link.

    Panel to be sent the Tenant Voice Panel yearly plan.

    MG

    10/07/2026

    Request that supported housing, sheltered housing, or residential care-type schemes receive comms regarding TV licences

    MG

    10/07/2026

    Notice to events TVP members are invited, so A/L can be booked, avoiding holidays and half-terms

    MG

    Ongoing. Maximum notice given for events.

    Panel to be re-sent the TPAS sign-up link, along with suggested courses.

    MG

    10/07/2026

    Chair closed meeting

    Next meeting is scheduled for 24 September 2026

  • Listening, Learning and Improving Together

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    Members of Dacorum Borough Council's Tenant Voice Panel recently met to review progress, discuss housing performance and help shape future service improvements.

    The meeting included an update on actions from previous sessions, with improvements made to panel communications and progress on the housing engagement plan. Members also reviewed the latest Tenant Satisfaction Measures (TSMs), which showed strong performance in building safety, improvements in repairs and complaint handling, and highlighted areas where further improvements are planned.

    The panel received an overview of housing complaints performance over the last year and provided feedback on how information can be made clearer and more accessible for tenants. Discussions focused on how services are improving, how tenant feedback is helping to drive change, and how residents can stay informed about the work being carried out across Housing Services.

    Every discussion, question and suggestion raised through the Tenant Voice Panel helps influence decisions and service improvements. By sharing their experiences and views, residents are helping to shape how housing services are delivered, communicated and improved for the wider community.

    The Tenant Voice Panel continues to provide an important link between tenants and Housing Services, ensuring that resident voices are heard and that feedback leads to meaningful change for communities across Dacorum.

    Members of Dacorum Borough Council's Tenant Voice Panel recently met to review progress, discuss housing performance and help shape future service improvements.

    The meeting included an update on actions from previous sessions, with improvements made to panel communications and progress on the housing engagement plan. Members also reviewed the latest Tenant Satisfaction Measures (TSMs), which showed strong performance in building safety, improvements in repairs and complaint handling, and highlighted areas where further improvements are planned.

    The panel received an overview of housing complaints performance over the last year and provided feedback on how information can be made clearer and more accessible for tenants. Discussions focused on how services are improving, how tenant feedback is helping to drive change, and how residents can stay informed about the work being carried out across Housing Services.

    Every discussion, question and suggestion raised through the Tenant Voice Panel helps influence decisions and service improvements. By sharing their experiences and views, residents are helping to shape how housing services are delivered, communicated and improved for the wider community.

    The Tenant Voice Panel continues to provide an important link between tenants and Housing Services, ensuring that resident voices are heard and that feedback leads to meaningful change for communities across Dacorum.

  • Your Tenant Panel meet Housing Leaders

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    Tenants Meet Housing Leaders at Key Event

    Tenant Voice Panel members recently came together for a Key Persons Meeting, giving them the chance to meet senior leaders and housing teams face-to-face.

    The session kicked off with Darren Welsh, Chief Executive, who spoke about the council’s plans for housing and how tenant feedback helps shape decisions at the highest level. He highlighted the importance of listening to tenants and continuing to improve services.

    Sally Symington, Leader of the Council, followed by sharing her vision for Dacorum and the role housing plays in creating strong, thriving communities. She spoke about building trust with tenants and making sure your voices are always heard.



    Your Voice Matters

    A Q&A session gave Panel members the chance to ask questions, share their experiences, and raise issues from their communities. It was an open and honest discussion, with a clear focus on making sure feedback leads to real change.

    Service Updates

    Tenants also heard from:

    • Katie from the Housing Estates Team, who shared what they’ve been working on and their plans going forward
    • David from the Housing Repairs Team (member of Cardo), who talked through improvements and what to expect in the near future, including improved repairs services and repairs tracking live on 1 July

    What’s Next

    The event wrapped up with a strong message: working together makes services better.

    This meeting is another big step forward for the Tenant Voice Panel as members continue to play an active role in shaping housing services in Dacorum.

    Tenants Meet Housing Leaders at Key Event

    Tenant Voice Panel members recently came together for a Key Persons Meeting, giving them the chance to meet senior leaders and housing teams face-to-face.

    The session kicked off with Darren Welsh, Chief Executive, who spoke about the council’s plans for housing and how tenant feedback helps shape decisions at the highest level. He highlighted the importance of listening to tenants and continuing to improve services.

    Sally Symington, Leader of the Council, followed by sharing her vision for Dacorum and the role housing plays in creating strong, thriving communities. She spoke about building trust with tenants and making sure your voices are always heard.



    Your Voice Matters

    A Q&A session gave Panel members the chance to ask questions, share their experiences, and raise issues from their communities. It was an open and honest discussion, with a clear focus on making sure feedback leads to real change.

    Service Updates

    Tenants also heard from:

    • Katie from the Housing Estates Team, who shared what they’ve been working on and their plans going forward
    • David from the Housing Repairs Team (member of Cardo), who talked through improvements and what to expect in the near future, including improved repairs services and repairs tracking live on 1 July

    What’s Next

    The event wrapped up with a strong message: working together makes services better.

    This meeting is another big step forward for the Tenant Voice Panel as members continue to play an active role in shaping housing services in Dacorum.

  • Tenants Shape Dacorum’s New Repairs Partnership

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    Tenants were firmly in the driving seat as Dacorum Borough Council and CARDO launched their new repairs partnership with an energetic and highly interactive mobilisation event.

    Rather than a traditional contract launch, the day was designed as a two-way conversation - bringing together tenants from the Tenant Voice Panel and Mystery Customer groups alongside council officers and CARDO representatives to test, challenge and shape what comes next.

    From the outset, residents made it clear they wanted more than promises. They came to understand how the partnership will work, how mobilisation will be delivered, and whether it will genuinely improve services and deliver value for money. Above all, they wanted proof that tenants would remain at the heart of decision-making - and that this marked a genuine fresh start.

    Throughout the day, tenants didn’t hold back. They asked direct, influential questions and pushed for clarity on how changes will translate into real-world improvements. When asked to define success, their answers were simple but powerful: responses, communication, understanding, information, respect, data, honesty, teamwork, collaboration and quality. Together, these words set a clear expectation for a service that is responsive, transparent and built on trust. This was reinforced by a conversation during the event, where Emily Hobbs spoke with a Mystery Customer who had been involved in the early development of the contract, capturing a powerful reflection on tenant involvement:

    When asked if she could see the impact of her involvement, she responded, ‘Absolutely!’ adding that tenant input has clearly shaped what is now being delivered.

    The conversations were equally honest about what must change. Tenants challenged assumptions, called out blame culture, and highlighted the need to stop hiding performance or relying on outdated ways of working. They stressed that frontline operatives must be valued, that communication must be clear and human, and that accountability needs to be visible at every level. There was also a strong call to move away from talking down to residents and to ensure services treat people with fairness and respect.

    Just as importantly, tenants set out a clear vision for the future. They want feedback to be acted on, not forgotten. They called for more face-to-face engagement in communities, better communication about who is responsible for repairs, and honesty about timescales. They emphasised that homes should be treated as homes, not just assets, and highlighted the need to remove digital barriers, particularly for more vulnerable residents. Many also spoke about tackling the stigma around social housing and making services more inclusive, accessible and human.

    Despite the challenge, tenants also recognised what is already working. They encouraged Dacorum and CARDO to keep focusing on customer experience, continue connecting with residents, and remain proud of the services they deliver. Supporting local suppliers and apprenticeships, investing in people, and regularly reviewing performance were all seen as vital. And when things go well, tenants were clear - success should be celebrated.

    The event itself received strong endorsement. Anonymously, 35 tenants and Dacorum officers shared their feedback, with an overwhelming 77% rating the event either 9 or 10 out of 10, and nearly half awarding a perfect score. The results reflect a session that not only informed but genuinely engaged those in the room.

    As the partnership moves forward, the message from tenants is unmistakable: this is an opportunity to reset expectations and build a service grounded in trust, accountability and collaboration. If the momentum from the day continues, Dacorum and CARDO have the foundations for something far more than a contract—they have the beginnings of a partnership shaped by the people it serves.


    Tenants were firmly in the driving seat as Dacorum Borough Council and CARDO launched their new repairs partnership with an energetic and highly interactive mobilisation event.

    Rather than a traditional contract launch, the day was designed as a two-way conversation - bringing together tenants from the Tenant Voice Panel and Mystery Customer groups alongside council officers and CARDO representatives to test, challenge and shape what comes next.

    From the outset, residents made it clear they wanted more than promises. They came to understand how the partnership will work, how mobilisation will be delivered, and whether it will genuinely improve services and deliver value for money. Above all, they wanted proof that tenants would remain at the heart of decision-making - and that this marked a genuine fresh start.

    Throughout the day, tenants didn’t hold back. They asked direct, influential questions and pushed for clarity on how changes will translate into real-world improvements. When asked to define success, their answers were simple but powerful: responses, communication, understanding, information, respect, data, honesty, teamwork, collaboration and quality. Together, these words set a clear expectation for a service that is responsive, transparent and built on trust. This was reinforced by a conversation during the event, where Emily Hobbs spoke with a Mystery Customer who had been involved in the early development of the contract, capturing a powerful reflection on tenant involvement:

    When asked if she could see the impact of her involvement, she responded, ‘Absolutely!’ adding that tenant input has clearly shaped what is now being delivered.

    The conversations were equally honest about what must change. Tenants challenged assumptions, called out blame culture, and highlighted the need to stop hiding performance or relying on outdated ways of working. They stressed that frontline operatives must be valued, that communication must be clear and human, and that accountability needs to be visible at every level. There was also a strong call to move away from talking down to residents and to ensure services treat people with fairness and respect.

    Just as importantly, tenants set out a clear vision for the future. They want feedback to be acted on, not forgotten. They called for more face-to-face engagement in communities, better communication about who is responsible for repairs, and honesty about timescales. They emphasised that homes should be treated as homes, not just assets, and highlighted the need to remove digital barriers, particularly for more vulnerable residents. Many also spoke about tackling the stigma around social housing and making services more inclusive, accessible and human.

    Despite the challenge, tenants also recognised what is already working. They encouraged Dacorum and CARDO to keep focusing on customer experience, continue connecting with residents, and remain proud of the services they deliver. Supporting local suppliers and apprenticeships, investing in people, and regularly reviewing performance were all seen as vital. And when things go well, tenants were clear - success should be celebrated.

    The event itself received strong endorsement. Anonymously, 35 tenants and Dacorum officers shared their feedback, with an overwhelming 77% rating the event either 9 or 10 out of 10, and nearly half awarding a perfect score. The results reflect a session that not only informed but genuinely engaged those in the room.

    As the partnership moves forward, the message from tenants is unmistakable: this is an opportunity to reset expectations and build a service grounded in trust, accountability and collaboration. If the momentum from the day continues, Dacorum and CARDO have the foundations for something far more than a contract—they have the beginnings of a partnership shaped by the people it serves.


  • What Our Tenants Saw – Inside the Tenant Voice Panel Tour

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    Tenant Voice Panel Update – Induction Tour and What’s Next

    We recently held our Tenant Voice Panel Induction Tour on 27 May, and we’re pleased to share that it was a really positive and valuable experience for everyone involved.

    During the tour, Panel members visited a range of council housing sites, including supported housing and high-rise buildings. This gave us the opportunity to see how different services work in practice and speak directly with housing staff about key issues such as repairs, safety, antisocial behaviour, fly-tipping, cleaning, and the overall condition of homes and neighbourhoods.

    The day focused on building understanding, having open conversations, and making sure your representative tenants can clearly see how their feedback will link to real service improvements. Early feedback from those who attended has been very positive, and we are continuing to gather more feedback to help shape future activities.

    Where we are now

    The Tenant Voice Panel is now well into its induction phase, where members are building their knowledge, confidence and understanding of housing services and how they can influence decisions.

    So far, this has included:

    • Meeting each other and council staff
    • Confirming the panel's structure and roles to benefit all
    • Learning about key services
    • Learning how performance and decisions are made
    • Starting to share views and experiences



    What happens next


    Over the coming weeks, the Panel will continue its induction with further opportunities to:

    • Meet senior leaders and service teams you have requested to hear from
    • Engaging with CARDO, your repairs service provider
    • Our second full Tenant Voice Panel meeting

    With this plan, the Panel will then be fully into the action phase, where it will begin reviewing performance, giving feedback on services, and helping to shape future improvements.

    Have your say

    The Tenant Voice Panel is just one of the ways tenants can get involved, and we remain committed to giving as many tenants as possible the chance to influence services. One way to get involved is through our Mystery Customer Group, which enables tenants to take part in scrutiny sessions, feedback exercises and online surveys. Members may also be invited to contribute to important pieces of work such as the Community Safety Partnership Survey.

    We look forward to working with tenants in a variety of ways to ensure your voices continue to shape and improve housing services across Dacorum.

    Tenant Voice Panel Update – Induction Tour and What’s Next

    We recently held our Tenant Voice Panel Induction Tour on 27 May, and we’re pleased to share that it was a really positive and valuable experience for everyone involved.

    During the tour, Panel members visited a range of council housing sites, including supported housing and high-rise buildings. This gave us the opportunity to see how different services work in practice and speak directly with housing staff about key issues such as repairs, safety, antisocial behaviour, fly-tipping, cleaning, and the overall condition of homes and neighbourhoods.

    The day focused on building understanding, having open conversations, and making sure your representative tenants can clearly see how their feedback will link to real service improvements. Early feedback from those who attended has been very positive, and we are continuing to gather more feedback to help shape future activities.

    Where we are now

    The Tenant Voice Panel is now well into its induction phase, where members are building their knowledge, confidence and understanding of housing services and how they can influence decisions.

    So far, this has included:

    • Meeting each other and council staff
    • Confirming the panel's structure and roles to benefit all
    • Learning about key services
    • Learning how performance and decisions are made
    • Starting to share views and experiences



    What happens next


    Over the coming weeks, the Panel will continue its induction with further opportunities to:

    • Meet senior leaders and service teams you have requested to hear from
    • Engaging with CARDO, your repairs service provider
    • Our second full Tenant Voice Panel meeting

    With this plan, the Panel will then be fully into the action phase, where it will begin reviewing performance, giving feedback on services, and helping to shape future improvements.

    Have your say

    The Tenant Voice Panel is just one of the ways tenants can get involved, and we remain committed to giving as many tenants as possible the chance to influence services. One way to get involved is through our Mystery Customer Group, which enables tenants to take part in scrutiny sessions, feedback exercises and online surveys. Members may also be invited to contribute to important pieces of work such as the Community Safety Partnership Survey.

    We look forward to working with tenants in a variety of ways to ensure your voices continue to shape and improve housing services across Dacorum.

  • Actions Agreed and What Happens Next (26/03)

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    These minutes show what was talked about, what was agreed, and what needs to happen next. Minutes are published publicly to ensure accountability at Dacorum Borough Council and to support service improvement.

    Link: Tenant Voice Panel Action Point Minutes - 26th March 2026.pdf




    These minutes show what was talked about, what was agreed, and what needs to happen next. Minutes are published publicly to ensure accountability at Dacorum Borough Council and to support service improvement.

    Link: Tenant Voice Panel Action Point Minutes - 26th March 2026.pdf




  • Tenant Voice Panel Begins Its Work

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    The Tenant Voice Panel has now started its work after completing its first meeting and agreeing an annual programme. This marks the beginning of a structured year of tenant involvement, where the Panel will meet every quarter to look at how housing services are performing and how well the Council is listening to tenant feedback.

    The Panel is the main group of involved tenants at Dacorum Borough Council. Its role is to make sure the voices of social housing tenants are heard, understood, and used to guide service improvements. While the Panel does not make final decisions or approve documents, it provides valuable feedback, constructive challenge, and ongoing support to help the Council stay focused on what tenants need.

    Across the year, Panel members will review performance information, tenant satisfaction measures, complaint learning, building safety engagement, and wider tenant involvement activity. They will check whether the Council’s actions reflect tenant feedback and help monitor progress against the Consumer Standards set by the Regulator for Social Housing.

    This structured cycle of meetings, service reviews, and feedback will help strengthen tenant influence and ensure that the insights shared by the Panel are fed into service planning and improvement work. The Panel will also carry out tenant‑led annual appraisals of each service, bringing together everything they have learned throughout the year.

    By working closely with council officers, the Tenant Voice Panel provides a strong tenant perspective and helps ensure that housing services remain transparent, accountable, and shaped by the experiences of the people who use them.


    Want to get involved?

    Although not everyone could be offered a place on the panel, we are keen to continue involving interested tenants in engagement opportunities. One way to do this is through our Mystery Customer Group, which enables tenants to have a say in the running of council services through scrutiny sessions, feedback exercises and online surveys. Members may also be invited to contribute to influential work such as the Community Safety Partnership Survey.

    We look forward to working with as many tenants as possible to ensure your voices continue to shape and improve our housing services.

    The Tenant Voice Panel has now started its work after completing its first meeting and agreeing an annual programme. This marks the beginning of a structured year of tenant involvement, where the Panel will meet every quarter to look at how housing services are performing and how well the Council is listening to tenant feedback.

    The Panel is the main group of involved tenants at Dacorum Borough Council. Its role is to make sure the voices of social housing tenants are heard, understood, and used to guide service improvements. While the Panel does not make final decisions or approve documents, it provides valuable feedback, constructive challenge, and ongoing support to help the Council stay focused on what tenants need.

    Across the year, Panel members will review performance information, tenant satisfaction measures, complaint learning, building safety engagement, and wider tenant involvement activity. They will check whether the Council’s actions reflect tenant feedback and help monitor progress against the Consumer Standards set by the Regulator for Social Housing.

    This structured cycle of meetings, service reviews, and feedback will help strengthen tenant influence and ensure that the insights shared by the Panel are fed into service planning and improvement work. The Panel will also carry out tenant‑led annual appraisals of each service, bringing together everything they have learned throughout the year.

    By working closely with council officers, the Tenant Voice Panel provides a strong tenant perspective and helps ensure that housing services remain transparent, accountable, and shaped by the experiences of the people who use them.


    Want to get involved?

    Although not everyone could be offered a place on the panel, we are keen to continue involving interested tenants in engagement opportunities. One way to do this is through our Mystery Customer Group, which enables tenants to have a say in the running of council services through scrutiny sessions, feedback exercises and online surveys. Members may also be invited to contribute to influential work such as the Community Safety Partnership Survey.

    We look forward to working with as many tenants as possible to ensure your voices continue to shape and improve our housing services.

  • Tenant Voice Panel - Thank You (05/03)

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    Thank you to everyone who applied to join Dacorum Borough Council’s Tenant Voice Panel. We were delighted to receive such a high number of strong applications and truly appreciate the time, effort and enthusiasm shown by all applicants. Your commitment to improving housing services and ensuring tenants’ voices are heard is greatly valued.

    Following a competitive selection process, we are pleased to congratulate our newly appointed Tenant Voice Panel members. We very much enjoyed meeting applicants during the interview stage and look forward to the insight, experience and passion our new members will bring to the panel.

    The first Tenant Voice Panel meeting will take place on 26 March and we will produce another news story shortly after this.

    Still want to get involved?

    Although not everyone could be offered a place on the panel, we are keen to continue involving interested tenants in future engagement opportunities. One way to do this is through our Mystery Customer Group, which enables tenants to have a say in the running of council services through scrutiny sessions, feedback exercises and online surveys. Members may also be invited to contribute to activities such as the Summer Housing Open Day – Tenant Voice questionnaire.

    Thank you once again to everyone who applied. We look forward to working with tenants in a variety of ways to ensure your voices continue to shape and improve our housing services.

    Thank you to everyone who applied to join Dacorum Borough Council’s Tenant Voice Panel. We were delighted to receive such a high number of strong applications and truly appreciate the time, effort and enthusiasm shown by all applicants. Your commitment to improving housing services and ensuring tenants’ voices are heard is greatly valued.

    Following a competitive selection process, we are pleased to congratulate our newly appointed Tenant Voice Panel members. We very much enjoyed meeting applicants during the interview stage and look forward to the insight, experience and passion our new members will bring to the panel.

    The first Tenant Voice Panel meeting will take place on 26 March and we will produce another news story shortly after this.

    Still want to get involved?

    Although not everyone could be offered a place on the panel, we are keen to continue involving interested tenants in future engagement opportunities. One way to do this is through our Mystery Customer Group, which enables tenants to have a say in the running of council services through scrutiny sessions, feedback exercises and online surveys. Members may also be invited to contribute to activities such as the Summer Housing Open Day – Tenant Voice questionnaire.

    Thank you once again to everyone who applied. We look forward to working with tenants in a variety of ways to ensure your voices continue to shape and improve our housing services.

  • Tenant Voice Panel - Update (15/02)

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    The Tenant Voice Panel works alongside Dacorum Borough Council to ensure tenants’ views are heard and considered in the delivery of housing services. The panel provides feedback on policies, reviews landlord performance, and shares insight based on tenants’ lived experiences. While it does not make final decisions, it plays an important role in informing and influencing the Council’s approach to housing management.

    Due to a high number of applications received for the panel, shortlisting has taken longer than originally planned. The Council would like to thank all applicants for their patience during this time.

    The Tenant Voice Panel works alongside Dacorum Borough Council to ensure tenants’ views are heard and considered in the delivery of housing services. The panel provides feedback on policies, reviews landlord performance, and shares insight based on tenants’ lived experiences. While it does not make final decisions, it plays an important role in informing and influencing the Council’s approach to housing management.

    Due to a high number of applications received for the panel, shortlisting has taken longer than originally planned. The Council would like to thank all applicants for their patience during this time.

Page last updated: 08 Jul 2026, 01:58 PM