This meeting was scheduled to receive an update on the Domestic Abuse Housing Alliance Accreditation (DAHA)¹ and the Housing Transformation programme. The meeting was also scheduled to receive a number of updates and reports.

Housing and Domestic Violence and Abuse

The committee was scheduled to receive a report providing an update on the work to achieve DAHA accreditation and work to embed a housing-led response to domestic abuse across Camden.

The report provided some background information on domestic abuse and its relationship to homelessness. It was scheduled to explain that:

Housing is a primary barrier for survivors attempting to leave abusive situations.

The report stated that Camden has made progress on the following items:

• Co-create a Housing and Domestic Abuse Policy
• Revise and develop new domestic violence and abuse (DVA) procedures
• Develop a Domestic Abuse ‘Early Detectors’ network
• Develop a Perpetrator Intervention Pathway
• Adapt case management systems
• Embed improvements from the DVA Homelessness sprint
• Embed DVA expertise through a revised DVA learning offer
• Embed the DVA Points Panel

The report was scheduled to explain that a resident-facing Housing and Domestic Abuse Policy and Survivors’ Housing and Domestic Abuse handbook would be published in early 2025. Both documents have been produced with input from people who have experienced domestic abuse, homelessness and housing insecurity.

The report was also scheduled to describe how Camden has implemented a new domestic violence and abuse procedure for use by the Neighbourhoods service when working with tenants. The procedure aims to provide a framework for staff supporting tenants who are experiencing domestic abuse. It is supported by mandatory training that aims to improve staff awareness of domestic abuse.

The report was scheduled to describe how Camden has similarly implemented a new Homelessness and Domestic Abuse procedure, the development of which was supported by a 10-day workshop for staff. The procedure was scheduled to be accompanied by a Housing, Homelessness, and DVA toolkit aimed at supporting front-line staff to provide advice to residents who are experiencing domestic abuse.

The report was scheduled to describe how Camden has launched a ‘DVA Early Detectors’ network to help staff working in repairs, caretaking, property management, cleaning, and transport services to identify and respond to domestic abuse. A training film was created for staff as part of the scheme.

The report was scheduled to describe how the council was going to review its housing allocation scheme. The report noted that minor changes had already been implemented and a report on these was to be provided to the Housing Scrutiny Committee meeting on 13 January 2025. The minor changes are scheduled to include updates to the language used in the scheme to bring it in line with the Domestic Abuse Act 2021². A review of the impact of the allocations policy on people fleeing domestic abuse was scheduled to be considered when the council consults on major changes to the policy.

The report was scheduled to describe how a ‘DVA Points Assessment Panel’ has been established to support the assessment of applications for housing under the council’s housing allocations policy. The report noted that 178 cases were heard at the panel between 26 October 2023 and 16 October 2024, of which 122 were awarded points.

The report was scheduled to describe how the council has implemented perpetrator intervention schemes called Drive and Restart. Drive works with perpetrators who pose a high risk of harm, and Restart is aimed at families where there is a standard to medium risk of harm from the perpetrator. Restart works in partnership with Cranstoun³ and includes a pathway that enables the perpetrator to leave the family home during the intervention to prevent the survivor and their family from being displaced.

The report was scheduled to describe how the council, in partnership with the Metropolitan Police, established a Domestic Abuse Perpetrator Panel (DAPP) in August 2024. The panel is intended to help professionals case manage high-risk domestic abuse perpetrators.

The report was scheduled to describe how Camden ran a domestic abuse awareness campaign called ‘Know you’re not Alone’ in November 2024. The campaign included posters, digital content for social media, print materials, and a series of workshops. The campaign was launched on White Ribbon Day⁴ and was part of a wider violence against women and girls programme run during the 16 Days of Activism⁵. The report was scheduled to explain that in January 2025 a housing sub-campaign of ‘Know you’re not Alone’ called ‘No place for abuse’ would be launched.

Service Standards

This report was scheduled to provide an update on the council’s Housing and Repairs Service standards. These were co-designed with residents and aim to outline the council’s customer service approach.

The report stated that:

We know that we will need to continuously learn and improve to better meet our standards across all areas of service delivery.

The report was scheduled to provide detail about the council’s service standards across six key areas:

• Finding a place to call home
• Safer and connected neighbourhoods
• Getting involved
• Resolving repairs
• Paying your rent
• When things go wrong

Kentish Town DMC Budget

This report provided detail on the Kentish Town DMC budget for 2024/2025, and the status of bids that had been received.

It was scheduled to note that the total budget for the year was £154,680, and that £153,426.74 had been allocated leaving a balance of £1,253.26 available for allocation.

The report was scheduled to remind attendees that:

All expenditure must occur within the current financial year (2024/2025), unless it is clear that an individual scheme meets the capital criteria and needs to be categorised as such.

The report was scheduled to note that no new bids for funding had been received for the meeting. The report was scheduled to include a table that provides information about bids that had been approved in previous meetings.

Cabinet Member for Better Homes Annual Report

The committee was scheduled to receive the annual report of the Cabinet Member for Better Homes, Councillor Sagal Abdi-Wali.

The report was scheduled to explain that Camden is facing financial pressures within its Housing Revenue Account (HRA), and that it is seeking to achieve £7.51 million in savings by 2025/2026 to balance the HRA. The report was scheduled to explain that the HRA has lost £168 million in potential income since 2016 due to rent caps imposed by the government.

The report was scheduled to explain that:

We estimate that the HRA receives, on average, £10k of rent per property annually but requires £14k to provide management and maintenance including capital investment.

The report was scheduled to explain that rising costs, high interest rates, fire and building safety works and new pressures on repairs budgets have all contributed to pressures on the HRA.

The report was scheduled to explain that Camden is lobbying central government to review the finances of council housing. It was scheduled to describe how the council has worked with other London boroughs and Southwark Council to produce a report on the issue, which includes recommendations such as a one-off capital injection to help local authorities balance their HRAs.

The report was scheduled to explain how Camden is reorganising its housing services into a new Neighbourhoods team that is intended to bring housing services closer to other local services. The report was scheduled to describe how a Neighbourhoods pilot is taking place in Kentish Town.

The report was scheduled to explain that Camden has launched a new tenant visit programme aimed at tenants aged over 70, tenants who have not reported a repair in the last 12 months, and tenants who reported damp and mould 12 months ago but have not received a follow-up visit.

The report was scheduled to explain that Camden is developing a Good Neighbourhood Management Policy that will cover all aspects of estate management, including safety and estate conditions. It was scheduled to explain that the policy will include an estate/block inspection process, involving Neighbourhood Housing Officers and the Estate Services team.

The report was scheduled to explain that Camden has successfully reduced overdue Fire Risk Assessments in partnership with the Estate Services team.

The report was scheduled to explain that Camden is reviewing its operational approach to providing housing to ensure that it meets its regulatory obligations.

The report was scheduled to explain how Camden has been working to implement the recommendations of a report on improving services to leaseholders written by Councillor James Slater. These recommendations include improving communication between Major Repairs and Leaseholder Services, improving quality assurance for contractors, introducing a new CRM system, making written communications more accessible, improving online information for leaseholders, undertaking an annual audit of best practice from other London boroughs, creating an additional councillor role to advocate for leaseholders and providing more information online about the roles and responsibilities of different teams.

The report was scheduled to explain that the council has started work on a number of these recommendations and that Cllr Slater has been appointed as a Deputy Cabinet Member with responsibility for leaseholders.

The report was scheduled to explain that the council will review the support it provides to older people seeking sheltered housing. The review was scheduled to consider the All-Party Parliamentary Group for Ageing and Older People and the Independent Older Persons Housing Taskforce report “Our Future Homes: Housing that Promotes Wellbeing and Community for an Ageing Population”.

The report was scheduled to explain that the council’s Housing Repairs Contact Centre has seen a shift towards new channels for reporting repairs, including WhatsApp, SMS and webchat.

The report was scheduled to describe how the council has launched a new online platform called Madetech to replace its old residents’ account system.

The report was scheduled to explain that the council has implemented an SMS service update system to help keep residents informed about communal repairs. The scheme was initially piloted for lift repairs, and has since been expanded to include communal heating issues.

The report was scheduled to explain that the volume of calls to the Housing Repairs Contact Centre has decreased by 20% since the previous year, to 116,006 calls.

The report was scheduled to explain that the council will work with its resident panels to continue improving the online experience for residents.

The report was scheduled to explain that the council collects customer feedback through satisfaction surveys about reactive repairs, major works, case management, customer service, and service updates. It was scheduled to explain that 70% of residents who responded to a survey about the webchat repair reporting service would recommend it.

The report was scheduled to explain that the council handled 2,464 Stage 1 complaints, 947 Member Enquiries, and 166 MP Enquiries about housing repairs in the previous year.

The report was scheduled to explain that the council is working to improve its complaints handling processes, communication with residents, and overall service delivery following an investigation by the Housing Ombudsman.

The report was scheduled to explain that the council’s Consultation team has been working to increase resident engagement and involvement in decision-making, with a focus on expanding the council’s resident panels. It was scheduled to explain that the council has launched a new Housing Customer Experience Oversight Panel which aims to hold senior managers in housing and property services to account. The panel was scheduled to invite senior managers to attend its meetings to discuss recurring themes in complaints. The report was scheduled to explain that the council has increased the size of the Housing Customer Experience Oversight Panel from 6 to 10 residents, and has also increased the size of the Housing and Property Residents Panel. The report was scheduled to explain that the Housing and Property Residents Panel has hosted a number of senior figures in the council, including the Leader of the Council.

The report was scheduled to explain that the council completes 125,000 repairs orders each year, including servicing items. Satisfaction with repairs remains at over 85%. However, the report was scheduled to note that there is some dissatisfaction with waiting times for non-emergency repairs. It was scheduled to explain that this is because of an increase in fire safety work, the creation of a dedicated damp and mould management team, and the allocation of resources to address disrepair claims. The report was scheduled to explain that a ‘lessons learned lead’ has been appointed to evaluate complaints and put in place changes to the service. It was scheduled to explain that the service is focused on improving the operation of the repairs service and the fundamentals such as keeping appointments.

The report was scheduled to explain that the council is currently managing 420 disrepair claims, and has appointed an experienced Disrepair Programme Manager to help manage these claims.

The report was scheduled to explain that the council will be reviewing its repairs policies and procedures in 2025/2026, in light of the introduction of Awaab’s Law⁶ which starts to take effect in October 2025. The review was scheduled to cover the council’s overall repairs policy, its approach to Awaab’s Law, and its policies on vulnerable residents and aids and adaptations. The report was scheduled to explain that the council will be re-procuring its mechanical and electrical contracts. The new contracts were scheduled to be subject to leaseholder consultation.

The report was scheduled to explain that the council is considering bringing the repair and servicing of individual heating systems in-house. The report was scheduled to be considered by the Cabinet in February 2025. If approved, the new in-house service would begin operation in April 2026.

The report was scheduled to explain that changes have been made to the Voids service as part of the reorganisation of housing services. The report was scheduled to explain that two new contractors have been appointed to work specifically in Hampstead.

The report was scheduled to explain that the Allocations service is undergoing a major restructure. The report was scheduled to explain that the new structure will include a property procurement function.

The report was scheduled to describe how Camden has identified 30 void properties on regeneration estates for use as short-life lets for temporary accommodation, and that 20 of these have been fully scoped and are due to be let shortly.

The report was scheduled to describe how Camden’s Temporary Accommodation Purchase Programme (TAPP) has led to the purchase of 159 properties. 126 of these are currently occupied.

The report was scheduled to describe how the redevelopment of the Camden and Chester Road hostels into family hostels is delayed. The hostels, which were scheduled to provide 89 additional rooms, are now expected to be available in 2026.

The report was scheduled to describe how 35 units in Agar Grove estate have been allocated for temporary accommodation use.

The report was scheduled to describe how the council has appointed a new hotel brokerage company called Jigsaw.

The report was scheduled to explain that the council is forecasting an overspend of £12.4 million on its temporary accommodation budget for 2024/2025.

The report was scheduled to explain that the Routes off the Streets service has faced reduced funding from the government’s Rough Sleeping Initiative. The report was scheduled to explain that an internal review found that the current funding for the service is insufficient.

The report was scheduled to describe how Camden achieved full accreditation as a Borough of Sanctuary in June 2024. It was scheduled to describe how Camden has resettled 90 Afghan households, comprising 312 people, into long-term accommodation under the Camden Pledge scheme. It was scheduled to explain that the scheme has allowed the council to increase the number of affordable housing units available without increasing pressure on its housing system.

The report was scheduled to explain that Camden is continuing to work with its Ukrainian community partners to help Ukrainian refugees living in the borough to navigate changes to the visa system. It was scheduled to explain that the government has introduced the Ukrainian Permission Extension (UPE) Visa which will replace the three-year Homes for Ukraine visa. The UPE will grant Ukrainian refugees an additional 18 months leave to remain in the UK. The report was scheduled to note that the government’s position on support for Ukrainian refugees beyond the 18-month extension is unclear. The report was scheduled to explain that Camden has provided accommodation for around 1000 Ukrainian refugees.

The report was scheduled to explain that the council has refocused its Estates Mission programme on reducing health inequalities. The programme has three key long-term objectives:

• People who live on our estates feel a sense of belonging and connection
• Our estates are healthy environments
• Our residents have the power to shape their local environment

The report was scheduled to explain that there are currently three live projects:

• A community-led budgeting programme on Hilgrove estate.
• A Community Champions programme which has been piloted in three areas. The project was scheduled to be expanded into five areas across Camden in 2025.
• A Vacant Spaces programme which is transforming underused spaces on estates. The programme is being piloted on Hilgrove estate, with 11 other sites being investigated.

The report was scheduled to explain that the council has secured £60,000 of investment from Arsenal in the Community and Adidas to refurbish the sports pitch on Peckwater estate.

The report was scheduled to explain that in 2025, the Estates Mission will focus on embedding a new governance approach, accelerating projects, and strengthening community partnerships.

The report was scheduled to explain that Camden is continuing to provide support to the private rented sector and that a full council meeting was held on 14 October 2024 to discuss the issue. The council heard evidence from five speakers.

The report was scheduled to explain that the council has completed a review of its borough-wide additional Houses in Multiple Occupation (HMO) licensing scheme and found that the scheme is resulting in improvements in safety, management, and conditions. The review found that 94% of licenses issued had required works to be completed to bring the property up to standard, with the most common issue being fire safety. 80% of properties inspected had either commenced or completed works required by their licenses. The report was scheduled to note that the council is consulting on plans to renew the scheme for another five years.

The report was scheduled to describe how the council is planning for the introduction of new legislation contained in the Renter’s Right Bill, which is currently progressing through parliament.

The report was scheduled to explain that the council has entered into a formal partnership with Safer Renting to provide tenancy advocacy support to residents facing illegal eviction and harassment. 24 tenants have received support from Safer Renting to date.

The report was scheduled to explain that Camden operates the London Landlord Accreditation scheme, which celebrated its 20th anniversary in December 2024.

Heat Metering Update

This report provided information about the council's heat metering programme.

The report stated that:

A heat meter is a devise which measures the energy used to heat a home and provide hot water.

The report was scheduled to explain that the council began installing heat meters in 2009 and that by the end of 2025 over 5000 meters will have been installed. The report was scheduled to explain that the council has carried out four phases of heat meter installations.

The report was scheduled to explain that the council is reviewing its heat metering programme in light of the Heat Network (Metering and Billing) Regulations 2014. These regulations require landlords to install heat meters where it is cost-effective and technically possible to do so. The report was scheduled to explain that the government's cost effectiveness assessment tool is being updated and that this may impact the council’s programme.

DMC Elections and Dates for Future Meetings

The report was scheduled to note that nomination forms for the annual election of DMC officers had been included in the agenda pack.

It was scheduled to note the proposed dates of DMC meetings for 2025/2026:

• 17 June 2025
• 9 September 2025
• 25 November 2025
• 7 January 2025 (Joint DMC)
• 3 March 2026