The Homes and Communities Scrutiny Committee met to discuss a range of housing-related topics, including a review of the Independent Housing Intensive Support (IHIS) service, the Housing Allocation Scheme, and Tenant Management Organisations (TMOs). The committee also received updates on asbestos management, complaints handling, and progress on the You Said, We Did initiative. The committee agreed to note the work programme for 2025/2026.

Homelessness Strategy and Support Services

The committee discussed the council's approach to homelessness, particularly in light of the government's new cross-departmental national plan to end homelessness. Councillor Hannah McHugh, Chair of Homes and Communities Scrutiny Committee and Equalities Champion, welcomed the government initiative, noting that it mirrored Islington's approach of addressing the root causes of homelessness through early intervention.

The committee heard about visits to the IHS property in Stacey Street and temporary accommodation on Hornsey Road. Members were impressed with the shift from crisis response to stability and recovery at the IHS, praising the high quality of accommodation and the staff's professional attitude. However, concerns were raised about cuckooing¹ and the need for effective inter-agency cooperation to protect victims.

The IHIS service, which provides intensive support to vulnerable individuals, was reviewed. The review, conducted by Homeless Link, highlighted the service's effectiveness in reducing homelessness and improving health outcomes. The council has purchased 60 properties for this client group and employs staff to directly manage these households. The committee was informed that all 74 recommendations in the report have been adopted and will be rolled out.

Housing Management Restructure

Councillor Woolf, Executive Member Homes and Neighbourhoods, and Yanik Sinem, Assistant Director of Housing Management, presented a report on the new housing management structure, which launched on 4 August 2025. The restructure aims to modernise housing services, improve resident experience, and comply with regulatory requirements. The new model focuses on early intervention, smaller patch sizes, and digital transformation.

The committee was advised that a comprehensive review process will be undertaken at both the 6 and 12 month milestones to ensure that the housing restructure achieves its intended objective and remains aligned with best practice. This review will be conducted independently by an external partner alongside internal evaluations carried out by the Service and Improvement and Development Teams within housing.

Housing Allocation Scheme Review

The committee received a report on the review of the council's Housing Allocation Scheme 2024 from Councillor Woolf, Executive Member Homes and Neighbourhoods, and Ian Swift, Director of Housing Needs. The scheme prioritises vulnerable groups, improves fairness, and supports homeless individuals.

Minor amendments to the scheme have been considered in conjunction with advice from legal colleagues, and the council aims to increase the priority given to victims of domestic abuse, help homeless households find new ways of settling down, address households experiencing damp and mould, ensure local people are prioritised for council accommodation, give additional priority for households with medical needs, and produce an Annual Letting Plan to make the housing allocation scheme more transparent.

The committee was advised that a comprehensive review of the allocation scheme will be undertaken in 2026 with residents, tenants partners, TMO's and PFI².

Tenant Management Organisations (TMOs) Performance

The performance of Tenant Management Organisations (TMOs) was discussed, with a report from Councillor Woolf, Executive Member Homes and Neighbourhoods, and Hannah Bowman, Housing Director, Housing Strategic Business Planning and Investment. Islington currently has 23 TMOs overseeing over 3,000 properties.

The report indicated that TMOs generally outperform the council in repairs complaint handling and maintain strong Tenant Satisfaction Measures (TSM). The overall satisfaction levels is 73% which in comparison to the Council of 66% is higher. A full rollout of council repair audits is planned for 2026, and the council's stock condition survey will include TMOs for better oversight.

Asbestos Management and Complaints Handling

Matt West, Director Housing Property Services, provided an update on asbestos management and complaints handling. Asbestos compliance risk is resolved and performance is exemplary. The complaints handling is improving despite higher volumes with strong adherence to the Ombudsman timelines.

The committee was advised that the increase in complaints volume is due to better recording and transparency and not due to service deterioration, and that the council is making sure that there are strong governance systems in place.

As part of the Housing Services 12month programme it has been rolling out a programme called 'Do Not Harm' campaign which involves our officers when they visit properties of residents to be aware of their impact either a positive or negative way , that they need to make a difference in the lives of their residents.

You Said, We Did

Councillor Woolf, Executive Member Homes and Neighbourhoods, and Yanik Sinem, Assistant Director of Housing Management, presented a report titled You Said, We Did - Building on 2025 Success and Shaping 2026 . The report outlines areas relating to resident engagement and prioritises resident inclusion and empowerment and disability support.

The council is committed to open dialogue and shared responsibility with the intention of building stronger communities where residents feel heard, respected, and involved in shaping the future of their homes. The committee heard that officers are present in GP surgeries to pick up on complexities and vulnerable patients. Resources have been agreed and allocated to ensure the sustainability of this service.