The Housing Assurance Board met on Monday 13 July 2026 to discuss operational performance, workforce issues, and resident data. Key discussions included improvements in repairs and tenant satisfaction, ongoing efforts to address staff sickness and improve workforce stability, and the enhanced use of resident data to tailor services.

Housing Overview Report and Performance

The Board received an update on the operational performance of Housing Services, noting steady improvement in Tenant Satisfaction Measures (TSMs), with overall satisfaction rising to 59% in Q1 2026/27. Repairs performance also showed positive trends, with first-time fix rates increasing and a focus on reducing overdue jobs. However, areas of concern remain, including complaints handling, member enquiry response times, gas compliance, void turnaround times, and outstanding disrepair cases. The report highlighted that Croydon's tenant satisfaction rates are improving and are now higher than the London average.

Sickness and HR Issues

The Board was presented with an update on sickness management within the Housing Directorate, noting that while overall sickness rates remain higher than the London average, there has been a significant reduction in long-term sickness absences. Since January 2026, the number of employees absent for over 100 days has fallen from 16 to 5. The project is now focusing on persistent short-term sickness. The report also detailed efforts to improve manager compliance with absence recording policies, with new performance objectives being introduced.

A separate update on Workforce and Professional Standards highlighted progress in strengthening workforce stability and professional standards. The directorate has made 82 permanent appointments and is working to reduce reliance on agency staff. Preparations for the forthcoming Competence and Conduct Standard (CCS), due in October 2026, are well underway, with a focus on embedding professional standards across the entire workforce, not just those in mandatory qualification roles. Resident feedback has been integral in shaping these standards, with a focus on behaviours such as listening, ownership, and communication.

Knowing Our Residents

The Board received an update on the progress made in understanding residents' diverse needs through improved data collection. Significant advancements have been made in capturing contact information, with 79% of residents having a mobile number recorded. The NEC system has been updated with pop-up alerts for staff to identify residents with vulnerabilities or disabilities, and a Data That Makes a Difference campaign is being developed to promote shared ownership of data collection and use. This improved data is being used to tailor services, including prioritising person-centred fire risk assessments, analysing anti-social behaviour trends, identifying potential fraud, and tailoring repairs and lettings processes.

Forward Plan

The Board reviewed the forward plan, agreeing to deep dives in October on Estate Services, Caretaking and Environment; Readiness for Inspection (including self-assessments against the Housing Ombudsman's Code and consumer standards); and Best Use of Existing Stock. Status on a Page (SOAP) updates will be provided on Personal Emergency Evacuation Plans (PEEPs), Aids and Adaptations, Awaab's Law Phase Two, and Ofgem Heat Networks. A 12-month forward plan was also developed to ensure ongoing monitoring of key topics.

Repairs and Maintenance

A deep dive into the repairs service highlighted improvements in first-time fix rates and a reduction in overdue jobs. The Repairs Blueprint, an action plan developed with tenant, contractor, and staff input, aims to modernise delivery and improve customer experience. However, areas for improvement include delays in roofing and scaffold works, drainage issues, and the need for better leak detection and customer communication. The report also detailed efforts to address legal disrepair cases, which are significantly higher than expected, and outlined a new process for managing these claims. The use of drones for property inspections was also discussed as a potential future efficiency measure.

Housing Supply - Overview and Strategic Options

The Board received an overview of future housing supply opportunities, including plans for 34,000 new homes by 2040, with a focus on unlocking stalled private development sites. Options for increasing council housing supply, such as estate regeneration, garage site development, and property acquisitions, are being appraised. A bid for Greater London Authority Affordable Homes Programme funding has been submitted. The Board also heard about the importance of balancing investment in new builds with the maintenance of existing stock, and the potential of modular housing.

Voids Deep Dive

A presentation on void management highlighted ongoing efforts to improve efficiency, reduce turnaround times, and address the backlog of void properties. While progress has been made, challenges remain, including contractor performance and the need for clearer performance targets and monitoring. The Board requested further data on voids performance, including contractor-related delays and anticipated timescales for improvements. A voids recharge policy is also to be developed.

Private Rented Sector Licensing Scheme

The Board was updated on the introduction of two new licensing schemes for the private rented sector, effective from 25 September 2026. These schemes aim to improve landlord standards and prevent homelessness, with income generated from financial penalties being ringfenced for landlord education and tenant support.

Any Other Business

The Board discussed the forthcoming Hillsborough Law and confirmed that preparations and staff training would be undertaken. An update was also provided on a recent incident at a temporary accommodation block, where a power supply loss resulted in the temporary decant of 73 households. Investigations into restoring power are ongoing. The Board also thanked Elaine Jackson, the Interim Chief Executive, for her support as she departed her role.