Bury housing services improving through tenant feedback

Bury Council is continuing to improve its housing services by learning from complaints, listening to tenants, and involving them directly in decisions about their homes and neighbourhoods.

Since Housing Services returned to the council in February 2024, the council has been working to strengthen performance, accountability and tenant influence. Its latest annual Tenant Engagement and Complaints report highlight progress during 2025/26, alongside the areas where further improvement is required.

Tenant feedback has led to practical changes, including clearer communal cleaning schedules, more accessible customer information, and improved support for vulnerable tenants. Satisfaction with communal areas increased from 49% in last year’s report, to 69% in this year’s, while overall satisfaction rose from 71% to 74%.

The council also introduced a formal route for Tenant Voice Forum feedback to be considered by the Housing Advisory Board. Tenants have helped review complaint handling, shape policies and communications, and identify priorities for the year ahead.

Councillor Ayesha Arif, Cabinet Member for Housing, said: “Since housing services returned to the council, we have been focused on building a service that listens, learns and acts. These reports show encouraging progress, from improved repairs satisfaction to practical changes shaped directly by tenants.

“We know there is still more to do, particularly around communication, the speed and quality of repairs, and our response to anti-social behaviour. We will continue working openly with tenants to address these priorities and deliver services that residents can rely on.”

During 2025/26, 72% of complaints were resolved at stage one, compared to 50% in the previous year. The council has also strengthened management oversight, complaint monitoring, repairs inspections and anti-social behaviour case reviews.

Tenant feedback will remain central to the council’s improvement programme, with progress monitored through performance reporting, satisfaction measures and continued tenant scrutiny.

The annual complaints report can be found here, and the annual tenant engagement report can be found here.