Landlord Panel - 1 September 2026

Location: North Tyneside Council offices, Quadrant, Cobalt Business Park

Attendees

Tenant members – Linda, Patricia, Marie Christine

Peter Mennell, Director of Housing and Property Services; Dave Foster, Head of Property Services; Gary Wilson, Interim Service Manager - Housing Neighbourhoods; Angela Melvin, Housing Engagement Manager

Apologies 

Clare, Kimberley

Toby Brown, Head of Housing Management

1. Notes of the last meeting and action log 

These were agreed

Action log: The Compliance Policy has now been published on our website, alongside our other policies.

The action log is now quite lengthy, as it details all actions taken as a result of panel discussion.  It was suggested that in future this only cover those which remain outstanding and AM will amend the format for the next meeting. 

2. Pet Policy consultation

GW introduced this item, explaining that the Government encourages social landlords to adopt a structured policy to ensure fair treatment of pet requests and encourage responsible ownership.

A new policy has now been drafted for North Tyneside Council tenants, aligned with key legislation and after consultation with the RSPCA and Dogs Trust.

The draft had been shared with the panel ahead of this meeting for their feedback, ahead of it going out to wider consultation later this month.

The panel asked whether there have been many pet-related issues in our tenancies and how this would be enforced.  Examples were given of tenants living in communal blocks keeping pets, even though this is not permitted in the Tenancy Agreement.

GW explained that while pets aren’t permitted in blocks with communal entrances, we know some people do have them.  Those tenants would be reminded of the Tenancy Agreement conditions and that if complaints were received about the pet, it would need to be re-homed.  Cases would be handled sensitively.

JH asked about pet-related anti-social behaviour and GW replied that noise nuisance from dogs excessively barking is classed as anti-social behaviour.  We believe that publishing this policy will lead to people reporting more issues to the Neighbourhood team, so a process needs to be in place to handle those.

It was agreed that the draft policy will be revised to make enforcement clearer, and that we will take a proportionate approach to allay fears that pets will be taken away, ahead of the wider consultation beginning.  

Any further thoughts can be sent to AM by 7 September. 

3. Tenant Satisfaction Measures Survey 2026

The panel had been sent a briefing note ahead of the meeting, setting out our proposed approach to the 2026 survey being conducted this autumn.

DF explained that while our survey is mostly paper-based, telephone surveys had boosted numbers last year and many other providers do a greater proportion of these. We are looking to replicate a similar method to last year, with an option to boost telephone surveys to 33%.

A question was asked on why an external company is conducting the survey.  PM explained that was partly due to internal capacity and the view that it is more effective to get an external company to manage the process.

The panel agreed with the proposed approach and surveys will go out later in September.

4. Unified ICT project update

Many of our service improvement plans highlight the incoming new system, however this has been subject to delays.  At the last panel, members asked to receive an update on this.

PM outlined that the project is being progressed with due diligence at each stage.  There has been some implementation now on the rent side of the system and the Universal Credit verification module is now also operational.  We are seeing real benefits from that in terms of saving staff time.

Currently, our repairs service is provided by another supplier.  During the design process, some problems have been identified in the system.  There is still benefit in having one system, however we do not want to introduce something that would have a negative impact on the repairs service.  

Further, we expect to have a customer portal where a tenant will be able to raise a repair, or change an appointment.  This will also allow us to share compliance information, such as gas safety certificates.   In addition, we expect it to have real-time tracking for appointments.

PM added that the new system should be in place by March 2027 and we are hoping therefore that tenants should be able to use elements of it by the summer.  

Careful consideration needs to be made on how we will encourage tenants to use the system.   Eg user guides, and drop-in sessions to show people how to get online using their phone.  This will help tenants feel supported to try the system.   

A point was raised about using volunteers to support the roll-out, PM replied this can also be considered.

The project will lead to savings on licensing and annual charges.  There are no planned staffing changes to current levels.  PM explained that while we expect around half of tenants to us the online system, we don’t want to force anyone to do so.    

An update will be brought to the November meeting. 

5. Communication plan 26-27 update 

At the February panel meeting, the communications plan for the upcoming year was shared.  

A briefing note providing an update on progress since then had been shared with the panel ahead of this meeting.

In line with the priorities agreed at the February meeting, 22 social media posts had been shared on themes such as anti-social behaviour, the Your Neighbourhood team, disrepair claims farmers, safety inspections and reducing ‘no access’.   These have received over 521,000 views.   Coverage on regional news media was achieved for the ‘Day of Action’ in Meadow Well.

Over the next six months, further videos are planned for use on social media and our websites to highlight the range of work the service covers, seasonal campaigns and the support available to tenants.

AM added that we have produced a ‘here to help’ booklet, as a direct result of feedback from our panels around accessible information.  This will be delivered across the coming months by colleagues from the Neighbourhoods and Repairs team as they visit tenants at home.  A newsletter to be included with all rent statements will also provide tenants with relevant information directly.  

For those living in communal blocks, they will begin to receive postcards whenever a quarterly inspection has taken place, to let residents know we have visited to do a safety inspection and providing them with key contact information.   Posters will also be put up with good neighbour guidance, block inspection information and contact details. 

The panel welcomed this work and agreed to receive a further update in six months.

6. Review of formal engagement structure: Consultation and process

National good practice for tenant engagement recommends that providers review their formal arrangements every three years.  We are now in the third year for our current structure.

AM had shared a briefing note with the panel to outline the proposed remit and considerations of a review.  

Since 2024, our panels have met regularly and have directly influenced a variety of policies and projects.  Across four formal panels, there are 35 members (some tenants attend more than one).   

We are now looking to review membership, reward and recognition, meeting organisation, meeting papers and the terms of reference.  It is proposed that after an initial discussion at this meeting, some proposals then be developed for discussion at all our tenant panels at their November meetings.  This would then allow preferences to be expressed, ahead of any changes being introduced at the start of 2027-28.

The panel provided initial feedback as follows:

• Three years doesn’t seem that long, it can take a while for people to settle into the role and be confident 
• What about options for meeting online, rather than in person?  Would we provide IT equipment?
• Should there be a more formalised recruitment policy and some kind of ‘commitment’ statement to sign?
• Can we learn from the voluntary sector, in terms of recruitment and retention?
• Panel membership has been promoted via Our North Tyneside Voice and the council magazine, can we look at other options for promotion?
• It is important to also include council officers in the review, to get their perspective
• If something more formal was in place, this could let panel members get paid time off from their employer

AM thanked the panel for their input and it was agreed that there needs to be a clear focus.   JH suggested a small working group be formed with several current panel members to work with AM to develop the proposals.  This was agreed.

The panel will consider this again at their November meeting.

7. Matters arising from regular reports:  

The following regular reports had been circulated with the meeting papers:

• Performance scorecard 
• Complaints annual report
• Safety and Quality quarterly report 
• Engagement quarterly report 

Performance scorecard 

A tenant asked about HB1 Gas Safety Checks, which is showing as 100%, however we have previously highlighted issues in gaining access.  DF replied that we have mechanisms to gain access to properties within the given timescale for this indicator and these take into account the possibility of an initial access issue.  

A question relating to the Safety and Quality Report was on the number of fire safety remedial actions, 752 sounds like a high number.  DF responded that we are gradually working through all of them and they cover things like fire door repairs, or replacements; and signage issues.   We will always have remedial actions because we do regular inspections to identify issues.  DF assured the panel that programmes are in place to bring this number down.  

DF added that it was good that the panel had picked up on these details, we are keen to improve transparency and reporting so members can better analyse our performance. 

On the indicator for TR1 New Tenant Contacts, GW highlighted the work done by the Neighbourhoods Team to improve this, which has seen figures increase from 41.73% in 24-25 to 89.47% in 25-26 and now to 100% for 26-27 to date (the scorecard shared ahead of the meeting had incorrect figures for this indicator). 

The panel noted the reports for information, there were no further questions. 

8. Any Other Business

A tenant member raised the issue of difficulties getting through to speak to Neighbourhood Officers.  GW will pick this up and report back to the tenant direct.  He added that new Housing Assistants have recently been brought in to monitor the inbox and acknowledge calls.  

Code of Conduct – This was discussed at the May panel meeting and a tenant member queried whether tenants should have been consulted on it, even though as a council provider ours covers staff across the whole Authority.  PM will pick this up and report back to the panel.