The Living in Hackney Scrutiny Commission met on Monday 6 July 2026 to review the Housing Services Annual Complaints Performance Report for 2025/26 and to begin developing the work programme for the upcoming municipal year. The Commission discussed the performance of housing services in handling complaints, noting a slight decrease in overall complaint volumes but an increase in the escalation rate of complaints to stage two. The Commission also began the process of identifying key areas for scrutiny in the 2026/27 work programme, with a particular focus on housing issues, resident engagement, and the impact of council policies on vulnerable residents.

Housing Services Annual Complaints Performance Report 2025/26

The Commission received the Housing Services Annual Complaints Performance Report for 2025/26, presented by Tom Harrison, Assistant Director of Housing Transformation, and Kane Roach, Operations Director of Housing Property and Asset Management. The report indicated a 1.8% decrease in Stage 1 complaints compared to the previous year, the first decline since the pandemic. However, the rate of escalation to Stage 2 complaints rose significantly to 27.5%, up from 20.1% in 2024/25.

Key drivers for complaints included issues with repairs, particularly gas and plumbing, and a rise in complaints related to Tenancy Services, specifically Housing Management and Income Services. While overall tenant satisfaction with repairs improved, satisfaction with the council's approach to complaint handling slightly decreased. The report highlighted ongoing challenges with communication, record-keeping, and contractor performance, alongside efforts to improve these areas through a new behavioural framework and restructuring of housing services.

Commission members raised concerns about the effectiveness of contractor management, the impact of short-term versus long-term solutions for issues like damp and mould, and the potential for repeat visits to be a source of waste. Discussions also touched upon the financial implications of complaints, including compensation payouts and the potential for legal disrepair claims. The officers outlined plans to address these issues, including hiring additional staff, implementing a new behaviour framework, and improving data analysis to better understand complaint trends and drive service improvements.

Living in Hackney Work Programme 2026/27

The Commission began its discussion on the work programme for the 2026/27 municipal year, with Craig Player, Overview and Scrutiny Officer, outlining the process for identifying and prioritising topics. The Commission considered a long list of potential issues suggested by various stakeholders, including council members, officers, residents, and through horizon scanning.

Several key themes emerged from the discussion:

• Temporary Accommodation: Councillor Tyrone Scott, Chair of the Commission, highlighted temporary accommodation as a significant area of concern, particularly regarding conditions, repairs, and the impact on residents. Councillor Sarah Young suggested narrowing the focus within temporary accommodation to specific issues, such as the impact of rent changes in older blocks.
• Retrofit and Energy Efficiency: Councillor Young also proposed examining the council's progress on retrofitting council housing stock, noting that this had not been a recent focus for scrutiny.
• Resident Engagement and Consultation: A shared interest was expressed in scrutinising how the council listens to and engages with residents across all its services. Councillor Joanna Sumner suggested linking this to consultation on the Local Plan and new housing developments.
• Specific Housing Issues: Other areas of interest included damp and mould, overcrowding in social housing, antisocial behaviour, repairs and maintenance, service charges, fire safety, waste management, and lift maintenance.
• Vulnerable Residents: Councillor Scott also raised the importance of considering forgotten residents, such as those living on waterways and traveller communities. Councillor Ifhat Shaheen highlighted the difficulties faced by residents with personal issues compounded by temporary accommodation, overcrowding, and unsuitable housing. Councillor Antoinette Fernandez raised concerns about the transition from housing benefit to Universal Credit and its impact on residents' ability to pay rent.
• Partnerships and External Agencies: Discussions touched upon the role of housing associations, the need for better collaboration with water companies, and engagement with groups like ACORN and the London Renters Union.

The Commission discussed that the work programme development would be an ongoing, collaborative process, with a draft work programme to be presented at the next meeting in September.

Scrutiny Reports, Letters & Responses

The Commission noted the letters and responses related to the Housing Strategy 2026-31 and the Violence Against Women and Girls Strategy 2025-29. The Commission had previously provided recommendations for the Housing Strategy, and the Deputy Mayor and Cabinet Member for Housing Management and Regeneration, Councillor Guy Nicholson, had responded, agreeing to many of the suggestions, including prioritising social rented homes, lobbying for better funding, and appointing 'Housing Disability Champions'. For the VAWG Strategy, suggestions for improvement were made by the Commission, and the Cabinet Member for Community Safety and Regulatory Services, Councillor Susan Fajana-Thomas, and Director of Children & Families Service, Diane Benjamin, provided responses indicating actions being taken to improve data sharing, publish annual reports, and enhance collaboration with various agencies.

Scrutiny Actions Tracker

As this was the first meeting of the municipal year, the Scrutiny Actions Tracker was noted as having no new actions to record at this stage.

Minutes of the Previous Meeting

The draft minutes of the previous meeting held on 10 March 2026 were agreed by the Commission. The minutes covered discussions on the Temporary Accommodation Hostel Visitor Policy, an update on the Supported Accommodation for Single Homeless People with Complex Needs Review, and an update on future plans for Carnival Arts.