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Tenant Advisory Group (TAG)

We have many ways you can get involved and at a level that suits you. One of the options, with the highest level of commitment required is by joining our new Tenant Advisory Group (TAG). 

Launch of TAG - January 2025

We are excited to announce that, with the help of involved tenants, we have created a new group to deliver tenant scrutiny within Fareham Housing called the 'Tenant Advisory Group' (TAG). The overarching role of the TAG is to hold Fareham Housing to account as a Landlord and to lead on scrutinising and monitoring the Council's services, decisions and performance.

The first meeting took place in January this year, and members will continue to meet every month.

The group co-created their Terms of Reference which you can view here.    PDF (129 KB) 

Get involved! 

We currently have four dedicated members and are keen to welcome new faces to the group. If you would like to join, please contact listening@fareham.gov.uk. 

If you are interested in getting involved, please contact listening@fareham.gov.uk or call 01329 824360.

 

If you're interested in understanding more and staying informed about Fareham Housing, you can view current reports submitted to the Housing Advisory Panel, as well as archived reports from the former Housing Scrutiny Panel.

Hear from your fellow TAG representatives 

Who we are and why this matters

TAG is a group of tenants and leaseholders who work with Fareham Borough Council to help improve housing services. We act as a critical friend: listening to tenant experience, asking questions, and helping services improve.

 

July - November 2025: Scrutiny Review on Council's Approach to Complaints Handling

The group chose to conduct their first scrutiny review on Fareham Housing's approach to complaint handling.

Their Scrutiny Report and Easy read was presented to the Housing Management Team, the Executive Member of Housing and the Chairman of the Housing Advisory Panel on 29 January 2026. 

 

Why TAG reviewed complaints

In 2023/24, satisfaction with complaints was 40.7%, compared with 72.8% overall housing satisfaction. TAG wanted to understand why complaint satisfaction was low and how tenants experience the complaints process.

What TAG did not do

TAG did not re-investigate individual complaints or decide whether outcomes were right or wrong. Instead, TAG focused on how clear, accessible and supportive the complaints process feels to tenants.

What the data shows

97.2% of Stage 1 complaints and 100% of Stage 2 complaints were answered within required timescales. This shows complaints are handled promptly and consistently.

Why satisfaction can still be low

TAG found dissatisfaction is often linked to clarity and experience. This includes lack of clarity between service requests and complaints, formal letters, uncertainty about next steps, and additional barriers for vulnerable or older tenants.

National evidence

The Regulator of Social Housing reports that 26% of tenants say they made a complaint, but only 6.7% are recorded as complaints. This shows tenant views remain important, even where issues are recorded differently.

Improvements already made

A clear complaints flowchart, improved letters, senior officer engagement, early work on a 'Talk to Us Early' approach, and improvements to online information.

TAG's key recommendations

Improve clarity about complaints, encourage early conversations, support vulnerable tenants, improve survey insight, and share learning openly.

Overall conclusion

Low complaint satisfaction does not mean complaints are handled badly. Small improvements in clarity, tone and accessibility can make a big difference to tenant confidence.

 

You can view TAG's full Scrutiny Report here.  PDF (467 KB)

You can view TAG's Easy Read here.  PDF (105 KB)

 

Next steps 

TAG's report and findings will be presented to the Housing Advisory Panel in March 2026. The Principal Tenant Engagement Officer will provide a summary of the findings of the review and the associated action plan.

 

If would like to provide your experience and feedback
of Fareham Housing's services to your fellow tenants in TAG, please contact them at listening@fareham.gov.uk .