The Housing Scrutiny Committee met on Wednesday, 17 April 2024, to discuss a range of housing-related issues, including the council's approach to rough sleeping, repairs and maintenance performance, and damp and mould. The committee also reviewed findings from the Housing Ombudsman and discussed service improvement plans.

Themed Review: Housing Options and Support - Rough Sleeping

The committee reviewed the council's strategy for tackling rough sleeping, noting a 7% reduction in rough sleeping in Waltham Forest between 2022 and 2023. While this reduction was positive, the committee expressed concern about the increasing number of individuals sleeping rough for the first time, with a significant proportion being non-UK nationals. The report highlighted that the uplift in Local Housing Allowance rates was unlikely to significantly impact the number of people sleeping rough due to the shortfall between LHA and market rents.

The committee made several recommendations:

• Officers should continue to prioritise supporting individuals through the rough sleeping pathway to encourage a return to independent accommodation within the local community.
• The Council should call on Central Government to invest in homelessness prevention, provide refugee status with appropriate notification to local authorities, and extend the notice period for evictions from asylum accommodation to 56 days.
• Accommodation provided under the Severe Weather Emergency Protocol (SWEP) should be utilised as an opportunity to end rough sleeping, with a clear focus on moving individuals into the wider rough sleeping pathway.
• Officers should explore ways to better publicise support services and pathways to support for those at risk of or experiencing homelessness.

Actions were agreed for officers to provide comparative rough sleeping data between neighbouring boroughs and data on rough sleepers who are care leavers, ex-prisoners, or have served in the armed forces.

Repairs and Maintenance Performance Update

An update was provided on the performance of the repairs and maintenance service, delivered by contractors Morgan Sindall and Aston Group. The committee was informed that the online repairs reporting platform is on track for launch by the end of the year. Concerns were raised about resident satisfaction levels, with officers acknowledging the need to improve the relationship with Morgan Sindall and align service standards with contractual requirements.

The backlog of work accumulated during the pandemic has been addressed, and officers expect the average repair completion time to improve. The quality of repairs was identified as an area for improvement, with an increase in physical inspections by qualified surveyors.

The committee moved a recommendation that officers ensure local councillors are involved with and that repairs surgeries in their wards are well publicised and accessible to all residents.

The committee noted the report and agreed on actions for officers to report back on the new Key Performance Indicators (KPIs) after a contract review and for the committee to have sight of the complex case system once fully implemented.

Damp and Mould Performance Update

The committee received an update on the Damp and Mould Task Force's activities and performance in resolving damp and mould cases. The report highlighted the upcoming implementation of Awaab's Law, which will introduce more stringent timescales for landlords to investigate and fix reported health hazards. While the council is working towards these new standards, challenges such as gaining access to properties were noted as potential barriers to meeting deadlines.

The committee discussed the importance of a preventative approach and how contractors are being engaged in this. The role of medical advice in damp and mould cases was also discussed, with clarification sought on how information provided by residents is cross-checked.

The committee noted the report.

Complaints: Ombudsman Findings in Housing Services and Service Improvement Plans

The committee reviewed a report detailing recent findings from the Housing Ombudsman and Local Government and Social Care Ombudsman, alongside service improvement plans for the council's corporate complaints service. It was noted that while there has been an increase in housing complaints across the sector, Waltham Forest had not been subject to any special investigations or spotlight reports.

Key issues identified in complaint handling included delays in responses, failure to follow the council's own complaints policy, and a lack of communication. Improvements are being made through staff training, the introduction of a new software system, and a focus on improving Stage 2 complaint handling. A session for all councillors on ombudsman reports was organised for 7 May 2024.

The committee received more detail on the developing Vulnerability Policy, which aims to address the diverse reasons for vulnerability and provide appropriate support. The new anti-social behaviour (ASB) procedure was also discussed, which aims to address past weaknesses by setting out how to deal with different levels of ASB cases and ensuring risk assessments are updated.

The committee noted the report and requested that officers provide data on the length of time it takes to resolve cases.

Committee Action Tracker and Forward Plan

The committee reviewed the Action Tracker and Forward Plan for the upcoming municipal year. Councillors were invited to suggest items for inclusion in the next year's work programme. The Chair thanked the committee for their work over the past year. The committee noted the Action Tracker and responses received.