The Housing Assurance Board of Croydon Council met on Monday 13 July 2026 to discuss a range of housing-related issues. Key topics included the performance of the repairs service, preparations for regulatory inspection, and strategies for improving housing stock and tenant satisfaction. The board also reviewed updates on complaints handling, sickness absence, and workforce development within the housing department.

Repairs and Maintenance

The meeting provided an update on the repairs service, highlighting steady improvements in operational performance and a focus on first-time fixes to enhance customer satisfaction. The director of repairs and asset, Matt West, presented a Repairs Blueprint outlining a three-year improvement programme. This includes initiatives such as introducing mobile working for surveyors and improving the handling of leaks and legal disrepair cases. The board discussed the challenges of managing a high volume of repairs, with over 80,000 jobs processed annually, and acknowledged that while improvements are being made, there is still work to do to address long-standing issues and ensure consistent service delivery. The use of drones for inspecting at-height elements of properties was also raised as a potential cost-saving and safety measure.

Regulatory Inspection and Performance

Preparations for an upcoming inspection by the regulator were a significant focus. The board was informed that the inspection is anticipated in Q3, with the team actively gathering extensive documentation and learning from other authorities' experiences. The regulator's focus is on understanding the council's stock, business decisions, and tenant profiling, rather than expecting perfection. The board noted that tenant satisfaction scores are showing steady improvement, with overall satisfaction nearing 60%, based on independent surveys. However, areas such as complaints and voids were identified as needing further attention, with deep dives and improvement plans in place.

Workforce and Sickness Absence

The meeting addressed the high rates of sickness absence within the housing department, which are above London Council averages. A project is underway to address this, with progress reported in reducing long-term sickness. The focus is now shifting to persistent short-term sickness, which is highly disruptive. A key element of the strategy involves empowering managers with better policy guidance, recording mechanisms, and support to handle sickness absence effectively. This is seen as crucial for fostering a culture change where staff feel supported in returning to work with appropriate adjustments, while also ensuring residents receive a consistent service.

Workforce Capability and Professional Standards

A separate report detailed investments in workforce capability and the professionalisation of services, driven by the competence and conduct standard and findings from the ARC Review. This includes developing a resident charter and a behavioural competency model. The recruitment process is being enhanced with competency-based assessments focusing on behaviours, and efforts are being made to grow the internal talent pool through apprenticeships and graduate schemes. The board was informed that recruitment is ongoing for a significant number of vacant posts, with a phased approach to ensure a stable workforce and positive resident outcomes.

Data Collection and Resident Profiling

The board received an update on the progress of data collection regarding residents. It was noted that over 63% of core data is now available, with efforts focused on improving the collection of crucial metrics such as disability, vulnerability, and date of birth. The development of a Power BI report has enabled better risk prioritisation, with teams actively contacting residents with missing data. The importance of ensuring this data is shared across departments to provide a holistic service to residents was emphasised.

Future Planning and Forward Look

The forward plan for future meetings was discussed, with proposed deep dives into areas such as estate management, caretaking, garages, and third-party assurance. The board also agreed to conduct self-assessments against the Housing Ombudsman's complaints handling code and the consumer standards, in preparation for the regulator's visit. A discussion on homelessness, including new supply acquisitions and the best use of stock, is scheduled for the September meeting. The forward plan will now be extended to a 12-month rolling programme to ensure continuous monitoring of improvement journeys.

The meeting concluded with a personal thank you to Elaine, the Chief Executive, who was attending her last meeting. The Chair acknowledged her significant support and the positive impact she had made during her tenure. The board expressed optimism for the future of the housing department and Croydon Council.