The Leaseholders' Forum of Camden Council met on Tuesday, 24 March 2026, to discuss a range of issues including fire safety, repairs, and neighbourhood services. Key decisions included the approval of minutes from the previous meeting and the noting of various update reports.

Fire Safety Project

An update was provided on the Universal Key System project for over 1,700 street properties. The project aims to change communal door locks to comply with London Fire Brigade best practices. While 23% of street properties were reported as having 'no access' on the first visit for quarterly checks over the last nine months, some Forum members disputed this statistic, citing a lower 'no access' rate of 1-2% for fire risk assessments. Approximately 450 lock changes had been completed since 2023. Concerns were raised by Forum members regarding security, lack of prior communication, and unannounced visits by contractors. It was acknowledged that communication with residents needed to improve, and the Head of Repairs would provide an update at the next meeting on how contractor communication and processes would be enhanced, including the use of text alerts for awareness before visits. The Associate Cabinet Member for Leaseholders noted that previous feedback had led to improvements in communication and the creation of a Frequently Asked Questions document detailing security measures. A schedule of fire safety maintenance visits would be shared, and further discussion would take place regarding the possibility of consolidating visits.

Repairs

The Head of Repairs provided an update on various repair-related matters. The ROCC system is now in place for day-to-day repairs, Fire Risk Assessment (FRA) works, and in-house gas services, with integration of major works expected by mid-spring to early summer. The MadeTech system, a new front-end for reporting repairs, is currently used for 26% of all repair jobs. A pilot for FRA door inspections using text alerts and appointment choices significantly reduced 'no access' rates to 6%, with plans to roll out similar systems for other appointment types. Preventative repairs for large estates are prioritised through the asset management strategy. Specific cases of flooding between neighbouring properties had been addressed by the Repairs Working Group. In response to questions, it was clarified that while the Council could not share who raised a repair job due to data protection, residents would be able to see the status of communal repairs. The importance of geolocation and date metadata on photographs was highlighted to prevent disputes. Lift replacements are prioritised based on vulnerability and likelihood assessments, with plans to make this information visible to residents.

Neighbourhoods

Maria Jacobs, Head of Neighbourhoods, provided an overview of Neighbourhood Services, which includes housing officers and estate services. The service is organised into five neighbourhoods to align with other Council services, with a structure designed to encourage closer working. Key responsibilities include supporting residents with tenancy and lease conditions, managing communal areas, overseeing building safety, cleaning, waste management, and grounds maintenance, and maintaining a visible presence on estates. Current priorities include increasing staff presence on estates, developing a structured inspection programme, increasing digital access for residents, reviewing policies for mixed-tenure estates, and shifting towards a proactive service model. Priorities for the coming 12 months include developing systems for better data and resident experience, allowing residents to choose their preferred contact method, and increasing transparency by publishing more information. In response to questions, it was confirmed that the service was working to make service charges clearer and easier to understand. While a recruitment drive had taken place, some vacancies remained. Housing officers play a key role in ensuring blocks and estates are safe and well-managed, benefiting leaseholders. A Neighbourhood Support Team is being set up to triage enquiries, allowing housing officers to focus on more complex cases and proactive estate work. The Council was dealing with anti-social behaviour more effectively, although the evidence threshold for eviction remained high.

Leaseholder Services Update Report

The Home Ownership Manager reported that the new Customer Relationship Management (CRM) system, Netcore, is functioning well, with 96.5% of communications responded to on time. An online learning programme for leaseholders and tenants will launch next month, with the first leaseholder-specific session on understanding service charges scheduled for 21 April. New team plans have been developed, incorporating feedback from the Leaseholder Forum and internal input, including reviewing outgoing letters and finalising FAQs. Dates for upcoming Action Days are almost finalised and will be advertised shortly.

Progress Report on Actions from Previous Meetings

Updates were provided on actions from previous meetings. The Frequently Asked Questions (FAQs) document is complete, with flowcharts being developed and the document to be shared with the Chair for review within two weeks. The budget for an independent leaseholder website has been agreed, and the Communications Forum Member will liaise with the chosen supplier. Leaseholder Services is now permanently involved in reviewing communications regarding sub-letting, and the process for issuing letters has been improved. The Home Ownership Manager clarified the process for insurance claims when leaks cause damage, stating that the insurance company determines if the excess should be waived. Awaab's Law, primarily relating to hazards under the Housing Health and Safety Rating System (HHSRS), was discussed, and it was suggested that a flowchart be developed for leaseholders to understand when the law might apply to their situation, to be included in the FAQs.

Update Report from the Associate Cabinet Member for Leaseholders

Councillor Lorna Greenwood, Associate Cabinet Member for Leaseholders, presented her final report before going on maternity leave. She highlighted achievements made through collaborative work, including the commitment to continue the Associate Cabinet Member role after the May elections. A joint leaseholder surgery held in December had low attendance but was considered useful. Meetings had been held to address individual leaseholder cases and emerging themes. Significant changes had been implemented regarding master keys in street properties, following feedback from the Forum. Forum Members thanked the Associate Cabinet Member for her work.

Minutes of Previous Meeting

The minutes of the previous meeting held on 3rd December 2025 were approved as an accurate record, subject to the deletion of a bullet point regarding social tenants subletting.