The Housing and Communities Select Committee reviewed the annual performance of the Housing Management and Needs departments, discussed the proposed selection process for the Voluntary Sector Support Fund (VSSF) for 2027-30, and began developing its work programme for the upcoming year. Key performance indicators for housing services were presented, highlighting areas of success and ongoing challenges, particularly in light of a recent cyber-attack. The committee also provided feedback on the VSSF selection process, aiming to ensure fairness and effectiveness in funding local voluntary organisations.

Annual Performance Information for Housing Management and Needs

The committee received an update on the performance of the Housing Management and Housing Needs departments for the 2025-2026 financial year. Jahedur Rahman, Director of Housing Management, highlighted that despite a cyber-attack in November 2025 which compromised some systems, a business continuity plan ensured continued service delivery.

In housing management, the committee discussed the timeliness of repairs and resident communication. While 90% of smaller repair works were completed on the first visit with 80% resident satisfaction, concerns were raised about communication regarding the schedule of major works. Delays in repairs often stemmed from complex issues, such as leaks affecting multiple properties, which also presented accessibility challenges. The council uses a mix of internal operatives (80%) and subcontractors (20%) for repairs, with internal staff achieving higher satisfaction rates.

Regarding complaints, the committee was informed that the backlog caused by the cyber-attack was expected to be cleared by Q2 or Q3 of the following year. On average, housing management receives 600 Stage One complaints monthly, with some escalating to Stage Two. Analysis of complaints revealed recurring themes related to the quality of work after major refurbishments, including defects, snagging, and decorative issues, as well as noise disturbances. The service is working to improve its systems and monitoring processes to strengthen performance. The committee noted that the traffic light system used for performance comparison placed the council in the second quartile against other London boroughs, indicating a need for improvement. The Netcall system, which had been temporarily replaced due to the cyber-attack, is intended to become the permanent system once fully operational. Clarification was sought on the absence of door entry call figures before June 2025 in the responsive repairs data. Door repairs were not identified as a significant issue for timely completion, unlike lifts and windows, which take longer.

In housing needs, the committee discussed strategies to reduce the number of residents in temporary accommodation. The lack of available properties is a significant challenge, and the council is exploring purchasing additional properties using its pension fund to move away from expensive options like Airbnbs and private rentals towards more affordable, in-house managed units. The council is also investigating buy-back schemes from leaseholders in specific wards for potential use as temporary accommodation, though this project is in its early stages. Clarification was requested on how residents' experiences in temporary accommodation are recorded and measured, the meaning of the £10,000 figure related to voids, the definition of other outcomes in the Homeless Relief Duty table, and the number of properties for sale in the borough.

Communities Key Performance Information

Moira Ugoji, Director for Communities and Culture, and Councillor Sarah Addenbrooke, Lead Member for Business and Communities, presented the performance data for the Communities and Culture department. This was the first time the council reported on the demographic makeup of residents accessing services funded by the Voluntary Sector Support Fund (VSSF). The committee raised concerns about the accuracy of ethnicity figures and sought clarification on how benefits and income were quantified. The director agreed to provide more qualitative data on the impact of budget cuts on services. The allocation of Community Learning and Local Life (CLLL) funding across wards and reasons for unspent budgets were discussed, with factors such as a lack of eligible applications and differing levels of need cited. The distribution of the Grenfell Recovery Support Fund, which was determined by a public vote, was also clarified.

Voluntary Sector Support Fund 2027-30

The committee reviewed the proposed selection process for the Voluntary Sector Support Fund (VSSF) for 2027-30. The process includes due diligence, assessment of expressions of interest and full applications, moderation, and officer panels. The council intends to fund fewer organisations but with larger grants to ensure their sustainability. The committee sought clarification on the specific grant figures and how smaller organisations would be supported to avoid being disadvantaged by larger ones, with a dedicated small grants group mentioned. The ability for organisations to fundraise and the requirement for match funding were also discussed.

Work Programme Discussion

The committee began developing its work programme for the 2026-27 municipal year, suggesting several topics for inclusion. These included the Curve Legacy Fund, VSSF, the C3 Improvement Plan, the Lancaster West/Notting Dale Heat Network, the World's End Estate, the Resident Engagement Strategy, Older People/Sheltered Accommodation, Temporary Accommodation, the Homelessness and Rough Sleeping Strategy Key Decision, and Repairs. The committee also noted the importance of continuing to address Grenfell recovery matters within its work programme. The committee has five scheduled meetings for the new municipal year, with specific topics already allocated to the first three.