Good news stories in April 2026
Communities Together Event
In April, the Refugee Support Team within housing at Darlington Borough Council hosted the Communities Together event in partnership with a number of local authorities across the Tees Valley. The event took place in Middlesbrough and brought together diverse communities from across the region. Darlington, alongside other local authorities, contributed to both the planning and delivery of the event.
A wide range of organisations were in attendance, including Hopetown, the police, the NHS, Cultivate Tees Valley, the Daisy Chain Foundation, and the North East Migration Partnership, alongside many other local services. These organisations provided practical advice, guidance, and direct support to attendees throughout the day.
As well as information and support services, the event also included children's outdoor activities, cultural performances, and a variety of international foods. These elements helped create a welcoming and inclusive atmosphere, celebrating cultural diversity and strengthening community relations.
The event was well attended, with hundreds of attendees from across the Tees Valley local authorities. Feedback from attendees was positive, and the day was widely viewed as a success, with strong interest expressed in similar future events".
A Positive Tenant Experience During Essential Works
When a tenant’s home was affected by a collapsed floorboard, it could have been the start of a very stressful experience. Instead, thanks to the support and dedication of Housing Officer Donna, it became a story of reassurance, care, and excellent service.
Due to the extent of the damage, the tenant needed to be temporarily decanted while essential repairs were completed. During this time, the property underwent significant improvements, including the installation of a brand-new kitchen and a new heating system as part of a planned upgrade.
Despite the disruption of moving out of their home, the tenant described the entire process as smooth and well-managed. A key part of this positive experience was Donna’s consistent support. She was present throughout every stage, ensuring the tenant felt informed, reassured, and always supported.
The tenant expressed genuine appreciation for Donna, sharing that her guidance made a challenging situation much easier to cope with. What could have been a difficult period was instead handled with care, professionalism, and empathy. 'Before Donna came along, I was worried about the upheaval, Donna kept me updated throughout the process and I cannot thank her enough.' Tenant Samantha
This case highlights the impact that dedicated housing staff can have, turning a potentially negative situation into a positive experience for residents.
Good News from Lingfield Estate
There was a fantastic show of community spirit on the Lingfield Estate as Housing Services teamed up with pupils from Heathfield Primary School for a local litter pick.
The children got stuck in and thoroughly enjoyed helping to make a difference, showing real pride in their neighbourhood. Their enthusiasm and teamwork were clear to see throughout the day.
Together, the group collected an impressive seven bags of litter, leaving the area cleaner and greener for everyone to enjoy.
A big well done to all involved — a great example of how working together can have a positive impact on our community
Keeping Gilling Crescent tidy
Residents of Gilling Crescent were joined by staff at EE to tidy the local area after in increase in litter and fly tips. This included litter picking in Gilling Crescent as well as clearing the ground at the end of the garages, weeding and digging out the soil.
Lascelles resident Sue said ‘This has made such a difference and it is a lot tidier. There was a lot of rubbish in the mud, but we are committed to keeping it tidy’.
The Housing Team are also focused on keeping the area clean and tidy after a consultation last month brought the issue to light.
Good News Story: Branksome
We are pleased to share some positive news about recent work to address anti-social behaviour (ASB) in the Branksome Shops area. Through strong partnership working and a proactive approach, significant improvements have been made to help residents and businesses feel safer and more supported.
Partnership Working Improves Community Safety
Following concerns about anti-social behaviour around nearby garage sites, a coordinated response was put in place to improve safety within the residential area. Working closely with local police, preventative measures—including the application of anti-vandal paint—were introduced to deter further incidents.
This joined-up, proactive approach has helped protect the area from damage and provided much-needed reassurance to residents.
Joined-Up Action Secures Local Shopping Area
Linda played a key role in coordinating a successful response to on-going ASB affecting the rear of the local shops on Branksome. By bringing together businesses, residents, and neighbourhood policing teams, effective action was taken to secure the area through boarding works and continued engagement.
Ongoing communication, alongside youth engagement activities led by local officers, has resulted in a noticeable reduction in incidents. The area is now calmer, better managed, and more welcoming for everyone.
Early Intervention Supports Young People
In response to concerns around bullying, Linda worked collaboratively with local police and schools to ensure early intervention. This approach allowed officers to engage directly with the young people involved, promoting accountability and encouraging positive behaviour.
As a result, those involved took responsibility for their actions and issued written apologies—helping to resolve the situation and foster a more respectful community environment.
A Collaborative Success
Thanks to Linda’s proactive approach and strong partnership working, real progress has been made in addressing long-standing concerns. By listening to tenant feedback, working closely with local partners, and taking decisive action, the team has helped restore a sense of safety and confidence in the area.
This is a great example of what can be achieved when we work together to support our communities and ensure residents feel secure in their neighbourhoods.
Housing Plus - Good News Story
Our Housing Plus service is often an essential tool for tenants looking to keep on top of their tenancy and needing an extra helping hand.
Below are a couple of examples of successes of the service where our team have improved the properties and wellbeing of our tenants.
Housing Officer Michaela was asked to complete a Housing Plus assessment as a matter of urgency due to the property being a fire hazard as their was a build up of rubbish in the property. During the visit the tenants were advised that if there was a fire that they would struggle to make it out of the property.
On the initial assessment it was brought to our attention that the household members were struggling with mental health which had contributed to the conditions of the properties. Due to this two different safeguarding assessments were put in place so the residents could get the support they needed.
Following this an action plan was put in place, along with weekly visits to the property by Michaela, giving the tenants the full support and encouragement needed. Due to this the tenants started to declutter and clear the rubbish, clearing over 100 bags of rubbish in a 4 week period.
‘I told them if they keep going the way they are and get the property in a clean standard, I will get the rubbish removed for them, which gave them an extra push to finish. 6 weeks later the property is like a whole new house, clutter free, clean and no longer a fire hazard. I have now dropped the visits to monthly due to the progression of the tenants’ – Housing Plus Officer Michaela
‘Michaela has done more for me and my mental health than any other service I have ever had involved with me’ Housing Plus Customer
Michaela has also been working with a mum of 2 children who was due her heating upgrade but was unable to go ahead with it due to poor property conditions. After a few visits getting to know the tenants work started on an action plan and getting properties conditions to a better standard.
‘Once the tenant was happy and felt safe around me, we sat together and created an action plan around all the rooms that needed sorting. I worked alongside the tenant providing encouragement and advice when needed. I conducted regular visits ensuring the tenant was on track and was joined by the Tenant Liaison Officer to make sure the heating work could go ahead. One very happy tenant with new radiators and a clean and tidy home.
Bright Days Ahead for Resident at Branksome Hall Drive
There’s a wonderful story to celebrate from Branksome Hall Drive where a simple change has made a big impact on a resident’s home and wellbeing.
Recently, a team carried out work to move several trees that had been blocking natural light from reaching the property. While the trees had grown over time, they had unfortunately created a shaded environment, leaving the flat feeling quite dark and enclosed.
Thanks to the work carried out, the difference has been immediate and truly uplifting. With the trees repositioned, sunlight now pours into the flat, transforming the space into a bright, warm, and welcoming home. The resident has already noticed the positive change, describing the flat as feeling much more open, airy, and cheerful.
This small but meaningful improvement shows how thoughtful environmental changes can have a huge impact on someone’s daily life. Better natural light not only improves the look and feel of a home but can also boost mood and wellbeing.
It’s a fantastic example of listening to residents’ needs and working together to create positive outcomes. A brighter home has led to a brighter outlook—and that’s something worth celebrating.
Firthmoor Community Event in partnership with Thirteen
In April, Thirteen and Darlington Borough Council Housing worked together in partnership to deliver a joint community event on the Firthmoor estate, supporting positive outcomes for the local community.
The day included an estate walkabout around the Pilmoor Green area, followed by a drop‑in session at Pilmoor Green Community Centre, where residents could enjoy a cuppa and speak directly with the housing teams.
These partnership sessions provide an opportunity for teams to work closely together for the good of the community. Antisocial behaviour (ASB) was discussed, along with tenancy queries, repairs, and wider housing related support.
Thank you to everyone who took the time to attend and share their views.
Outstanding Customer Service
We’re pleased to share some excellent customer feedback received following a recent call to the DBC Repairs Line, highlighting the brilliant service provided by Austin from the team.
A resident contacted the repairs line regarding an urgent issue with their front door. Due to the urgency of the repair, they explained they hadn’t used the app and instead called directly for support. Austin handled the call with professionalism, kindness, and a genuine willingness to help, demonstrating exactly what great customer service looks like.
After checking the system, Austin discovered that the next available appointment was over a month away. Understanding the importance of the repair, he went the extra mile by speaking with a colleague to explore other options. Thanks to his persistence, he was able to secure a much earlier appointment for the following Wednesday. While this needed to be an all-day slot, Austin took time to explain the situation clearly and apologised that a same-day repair wasn’t possible, ensuring expectations were well managed.
In addition to arranging the repair, Austin also resolved a separate query raised by the resident regarding a survey letter they had received, which showed the correct address but an incorrect name. Austin contacted the relevant team to investigate, and within just two hours the resident received a follow-up call confirming the issue and providing clarity.
The resident praised Austin for being polite, friendly, understanding, and proactive, and commented on how much they appreciated the time he took to simplify the process and resolve multiple issues in one call. They specifically asked for their thanks to be passed on, saying it was important for Austin to know that his efforts were recognised and valued.
This feedback is a fantastic example of how going the extra mile can make a real difference to our customers’ experience. Well done to Austin and everyone involved — service like this reflects positively on the whole organisation and truly deserves recognition.
Improvements Completed on Red Hall Estate
We’re excited to share that our External Decoration Scheme and Render Cleaning programme has now been completed across the Red Hall estate.
As part of our 5‑year external decoration programme, MITIE carried out repairs, repainted previously painted surfaces, and cleaned fascias, gutters and railings. This year’s programme covered both our outlying villages and the Red Hall area.
We also partnered with Walkers Cleaning, who treated homes with external wall Insulation using a specialist fungicidal wash. This will help prevent future staining and keep the estate looking bright and fresh.
We’ve already received some fantastic feedback from tenants who are really pleased with the improvements made to the neighbourhood.
A huge thank you to MITIE and Walkers Cleaning for their hard work over the past few months — your efforts have made a real difference to the community.
Working together to keep our neighbourhoods looking their best.
