You said, we did - Council housing service feedback report April to June 2026

This report highlights the specific feedback received from our housing residents between 1 April and 30 June 2026, alongside the direct actions we have taken to improve our services.

Improvements to estates and shared spaces

You said

Shared spaces need better facilities and better protection.

We did

1. We installed new bike racks at Hundred Acre Close to give residents secure cycle storage and support sustainable travel
2. We installed wooden posts at Burgan Close in Cowley to stop unauthorised vehicle access, protect green spaces and improve the look of the estate

Tackling dumped rubbish and fly-tipping

You said

Dumped rubbish and fly-tipping continue to be a regular issue on some estates, including Williamson Way, Strawberry Path, Friars Wharf, Preachers’ Lane, Wood Farm and Lye Valley.

We did

Street Scene teams removed dumped rubbish quickly when it was reported. We continue to monitor known problem areas as part of our estate management work.

Downsizing support

You said

You wanted a simple process for downsizing, a named contact and reassurance that downsizing is voluntary.

We did

1. We reviewed the process and confirmed it is simple and fair - feedback will continue to be considered through the review of the Downsizing Protocol.
2. We confirmed that, wherever possible, tenants will have a named officer once an offer is made.
3. We confirmed that downsizing is voluntary and is supported by financial incentives and practical help.
4. We explained that we cannot always offer a home in the same area, but officers will talk to tenants about their needs, preferences and support networks.
5. We clarified that moving costs, financial incentives and support are explained in the protocol and can be discussed directly with tenants.

Clearer communication and accessible information about domestic abuse support and services

You said

You wanted clearer and easier to access information about domestic abuse support and services.

We did

We invited residents to help us make domestic abuse information easier to find and understand. Twenty-one residents have said they want to be involved in shaping this work.

Making it easier to get involved

You said

You wanted more ways to help shape online information and housing services, and for involvement to be accessible to different residents.

We did

We asked younger residents and residents living with disabilities how they would like to get involved with housing services.Their feedback will help shape future online information and engagement options.

Resident-led decision-making

You said

1. You wanted residents to lead our new Tenant and Leaseholder Board.
2. You wanted us to put a new resident Complaints Panel in place.

We did

1. We included resident Chair and Vice Chair roles in the new Board. Both roles have now been filled by tenants.
2. We launched the Complaints Panel which brings residents and staff together to look at what we can learn from complaints to improve services.

E-scooter safety

You said

You wanted information about e-scooter safety to be promoted more clearly to residents living in flats.

We did

We published an article about e-scooter safety in the summer edition of Residents’ Voice.

Policies shaped by residents

You said

1. You wanted the Voids Policy to be clearer, easier to follow and reflect real resident's needs.
2. You wanted the Housing Complaints Policy to be clearer, more focused on residents and stronger on accountability, learning and putting things right.
3. Other policies should be clearer, easier to follow and reflect real resident's needs.

We did

We worked with residents to strengthen the Voids Policy which explains how empty council homes are made ready to let again. In response to what residents said, changes include:

• making the wording, headings and layout clearer
• explaining roles and responsibilities more clearly, including who confirms when a home is ready to let
• setting clearer timescales for acknowledging notice, arranging inspections and responding to residents
• improving information about aids and adaptations, such as stairlifts and wet rooms
• making clear that sustainability and net-zero commitments apply to Council and contractor works, not extra tenant responsibilities

We worked with residents to strengthen the Housing Complaints Policy. In response to what residents said, changes include:

• making the wording clearer and more focused on residents
• explaining who can make a complaint about landlord services
• explaining the difference between a complaint and issues dealt with through other routes, such as antisocial behaviour
• making complaint timescales and escalation routes clearer
• confirming that complaints will be considered based on individual circumstances
• explaining how complaints data will be reviewed to identify patterns and improve services
• strengthening accountability where other services, including Oxford Direct Services, are involved
• making clear that learning from complaints will be shared with residents through published reports

We worked with residents to strengthen other housing policies, these are:

• Electrical Safety Policy - making responsibilities clearer for residents and the Council, especially in blocks where homes are owned or managed in different ways
• Legionella Policy - adding checks for empty homes before they are let again and confirmation that the water system is safe
• Decant Policy - making clear that residents’ support needs should be considered when they need to move temporarily, including where they have an assistance animal
• Radon Policy - making the escalation process clearer, so staff know what to do if radon levels need further action
• Permit to Work Policy - making information clearer so residents know how to recognise contractors visiting their home or building, and what to do if they are unsure who someone is