News for our tenants

Hello, I'm Emma, your Tenant Liaison Officer and I'm here to listen to your views, help you get involved and make sure your voice helps shape the services you receive and the community you live in.

We will soon be sending you a tenant questionnaire to find out how you would like to be involved . We would be grateful if you could spare a few minutes to complete it. Your feedback will help us offer a variety of ways for tenants to have their say.

In the meantime, if you have a question, an idea or would simply like to say hello, please get in touch — I would love to hear from you:

Email: tenantspanel@oadby-wigston.gov.uk

Phone: Call our customer service team on 0116 2888961 and ask to speak to Emma Johnson.

Our tenant newsletter is designed to keep you informed about housing services, community news, upcoming events, and opportunities to have your say - and there are lots of ways for you to get involved!

If you enjoy writing you could contribute an article about a local community project or something that has made a positive difference in your neighbourhood.

Alternatively, we welcome feedback on topics which you would like to see included and ways that we could improve this newsletter.

Your feedback and contributions help ensure the newsletter remains relevant, useful, and representative of tenant voices.

Together, we can create a newsletter that truly reflects our tenant community.

Contact us at tenantspanel@oadby-wigston.gov.uk if you would like to get involved!

It is important to familiarise yourself with the Fire Action Notice for your building; this will either be Stay Put or Full Evacuation.

Fire action notices are normally displayed on the wall at the front and rear exits of your building. Check you understand it and know what to do.

Fire Doors

Flat entrance doors form an integral part of maintaining fire safety for your flat and the block, and have two main functions:

• To prevent the spread of fire from the communal area to the flat.
• To prevent a fire within the flat from spreading to the communal areas of the block

How You Can Help

• Keep fire doors closed when not in use.
• Never tamper with or wedge fire doors open.
• Report any damage or faults to us as soon as you spot them.

Checking Of Your Flat Front Door

We carry out routine inspections of fire doors in all our schemes and in residential blocks that are 11 metres or higher.

To help keep residents safe, communal fire doors are inspected every three months, while flat entrance doors are checked annually to ensure they remain in good working order and continue to provide effective fire protection. 

We are pleased to introduce our updated Housing Complaints Policy, which has been designed to ensure that concerns are dealt with fairly, transparently and as quickly as possible.

Listening to residents and learning from feedback is an important part of delivering high-quality housing services. While we always aim to get things right first time, we recognise that there may be occasions when things do not meet expectations. When this happens, we want residents to feel confident that their concerns will be heard and addressed.

What's Changing?

The updated policy aims to:

• Make it easier for residents to raise concerns.
• Provide clearer timescales for responding to complaints.
• Improve communication throughout the complaint process.
• Ensure complaints are investigated fairly and consistently.
• Strengthen the way we learn from complaints to improve services.

How the Complaints Process Works

Stage 1 - When a complaint is received, we will acknowledge it and carry out an investigation. We will provide a written response setting out our findings and any actions we will take.

Stage 2 - If a resident remains dissatisfied with the Stage 1 response, they can ask for the complaint to be reviewed. A senior officer, not previously involved in the matter, will undertake a further review and provide a final response.

If a resident remains dissatisfied once our complaints process has been completed, they may be able to refer their complaint to the Housing Ombudsman Service for independent consideration.

Learning and Improving

Complaints provide valuable insight into our services. We regularly review complaint themes and use resident feedback to identify opportunities for improvement. This helps us improve the services we provide to all tenants and leaseholders.

How to Make a Complaint

Residents can submit a complaint by:

• Phone: 0116 288 8961
• In Person: Brocks Hill Council Offices reception point
• Letter: Oadby & Wigston Borough Council, Washbrook Lane, Oadby LE2 5JJ

We are continuing with our housing application renewal process, which began in August 2025. Since its introduction, 746 housing applications have been cancelled due to non-renewal.

As part of this process, we contact customers each month who have been on the Housing Register for one year or more, based on their application date. Customers will receive an email asking them to renew and review their application, ensuring that all details are up to date and any changes are reported.

Please note: If the renewal is not completed within 28 days of receiving the email, the application will be cancelled, and customers will no longer be able to bid on properties, therefore, if you get contacted by our team, please ensure you act in a timely manner and let us know if you need support.

Anti-social behaviour (ASB) is behaviour that causes or is likely to cause harassment, alarm, distress, nuisance, or annoyance to others. This can include issues such as noise nuisance, vandalism, threatening behaviour, or other conduct that negatively affects people's enjoyment of their home and community.

Reporting ASB, crime, and disorder helps us, the police, and other agencies identify problem areas, support those affected, and take action to prevent further incidents.

If you experience anti-social behaviour, please report incidents as they occur and provide as much information as possible, including dates, times, details of what happened, and any supporting evidence such as photographs, CCTV footage, or noise recordings. Early reporting can help prevent issues from escalating.

Who should I contact?

• For criminal activity or emergencies: Contact the Police on 999 in an emergency or 101 for non-emergency matters. You can also report online.
• To report ASB to the Council: Contact us on 0116 288 8961, speak to your Housing Officer, or visit our website.
• To report anonymously: Contact Crimestoppers on 0800 555 111or online.

Do not let problems escalate. If you are affected by anti-social behaviour or are struggling to manage your tenancy, please contact us as soon as possible so we can help.

Following a short pause in the progression of the Tenant Car Parking Working Group, we are pleased to confirm that work is now set to resume. The group will continue to provide tenants with an opportunity to help shape future parking arrangements, discuss local parking challenges, and contribute to the development of fair and effective parking solutions across our communities.

We would like to thank members for their patience during the pause and look forward to working collaboratively with residents as the group moves into its next phase. Further information regarding meeting dates and opportunities to get involved will be shared in due course.