The Housing Management Cabinet Sub-Committee meeting on 11 February 2026 focused on improving housing services, with key decisions made regarding the Leasehold Alterations Policy and the ongoing Your Voice, Our Action programme. The committee also reviewed performance reports on tenant satisfaction, housing management KPIs, and resident engagement activities.

Housing Scrutiny Update

Councillor Khan, Chair of the Housing Scrutiny Subcommittee, presented an update on their work. He highlighted concerns about the data provided by the council, noting that while metrics like the number of fire safety checks are available, data on whether defects found during these checks are rectified is missing. He also raised issues regarding frequent lift breakdowns in both council-owned and RSL properties, and the long repair times, suggesting the council consider establishing a stock of common spare parts, similar to Riverside Housing Association. Furthermore, Councillor Khan pointed out that new developments can strain local water supplies, leading to pressure drops for existing residents, and recommended that the council check the impact of new developments on local water supply during the planning application process.

Council Housing Annual Report 2024-25

The committee discussed the Council Housing Annual Report 2024-25. Councillor Kabir Ahmed, Cabinet Member for Regeneration, Inclusive Development and Housebuilding, requested the report be pulled for today's meeting to allow for an updated version to be brought back to the subcommittee on 11 March. He stated that while the report provides a good account of housing services, he wanted it to include more detail on the council's efforts to build more homes to address overcrowding and unsuitable housing.

Leasehold Alterations Policy

A new Leasehold Alterations Policy was presented and approved. This policy aims to provide a clear and consistent framework for leaseholders wishing to make alterations to their properties, ensuring safety and compliance with legal obligations. The policy was developed with input from leaseholders, incorporating feedback on various aspects, including the criteria for alterations and the process for applications. Key changes include a more flexible approach to bedroom positioning and a case-by-case assessment for certain alterations like water pumps, with a focus on preventing noise nuisance and ensuring structural integrity.

Your Voice, Our Action: Safe Homes, Great Services Programme Highlight Report

An update was provided on the Your Voice, Our Action: Safe Homes, Great Services programme, which aims to improve housing management services by focusing on tenant voices, home safety, service integration, and compliance with consumer standards. The report detailed progress on various workstreams, including repairs, asset management, data improvement, complaints handling, tenancy, anti-social behaviour, rents, culture, policies, and resident engagement. While significant progress has been made, with 68 deliverables completed, 17 were noted as overdue and one as at-risk, with reasons and mitigation plans outlined. Future plans include developing a Your Voice, Our Action Part Two programme to focus on achieving a C1 regulatory rating.

Tenant Engagement Activities

The report on tenant engagement activities highlighted the council's commitment to involving residents in shaping housing services. Initiatives such as the Big Door Knock, estate fun days, neighbourhood action days, and consultations on new policies were detailed. These activities have engaged hundreds of residents, providing valuable feedback that has influenced service improvements. The report also noted the continued work with Tenant Resident Associations (TRAs) and the development of a future engagement framework aligned with the Your Voice, Our Action programme.

Tenant Satisfaction Measures, Quarter 2 2025-26 Performance

The committee reviewed the Tenant Satisfaction Measures (TSMs) for the second quarter of 2025-26. Overall tenant satisfaction increased by 6% to 66%, placing the council in the top quartile for London boroughs. Improvements were noted in satisfaction with complaint handling and the perception that tenant views are listened to and acted upon. However, satisfaction with the safety of homes saw a 5% drop. Demographic analysis revealed that tenants aged 45-64 were more likely to report dissatisfaction, and male tenants reported higher satisfaction with home safety than female tenants. Further qualitative analysis is planned to understand the reasons for dissatisfaction, particularly regarding home safety.

Housing Management Performance and Compliance Report

This report provided an update on key performance indicators (KPIs) and landlord compliance, health and safety for October 2025. While some areas showed positive trajectories, such as emergency repairs attended on time and leasehold collections, several KPIs remained below target. The Housing Service Centre's call handling performance was below target due to increased call volumes, though recruitment of additional staff is underway. Damp and mould repair response times were at 100%, meeting statutory requirements. Areas requiring improvement included Stage 1 complaints handling, repairs completed right first time, and domestic electrical inspections. The report also detailed progress on fire risk assessment actions, with a slight reduction in overdue actions, and ongoing work to address domestic electrical and passenger lift inspection shortfalls.

Housing Management Cabinet Sub-Committee Forward Plan

The committee agreed to the proposed forward plan, which outlines standard agenda items and future items for consideration. Standard items include reports from Tenants' Voice, the Housing Scrutiny Subcommittee, performance and compliance updates, and the Your Voice, Our Action programme. Future items for the March 2026 meeting include the Asset Management Strategy, Housing Management Strategic Risks, the Domestic Abuse Policy, the Leasehold Major Works Policy, and the Heat Networks Complaints and Compensation Policy.