The Housing Select Committee met to discuss compliance with Awaab's Law and preparations for Phase 2, as well as learning from complaints received in the 2025/26 period. The committee also reviewed and agreed its work programme for the upcoming year.

Compliance with Awaab's Law Phase 1 and Preparation for Phase 2

The committee received a report detailing the council's progress in implementing Awaab's Law Phase 1, which came into effect in October 2025. Michael Rees, Interim Director of Quality and Investment, presented the findings, noting that while solid progress has been made, particularly in establishing a dedicated damp and mould service and improving operational response times, challenges remain. The council has been rated as Amber in its overall compliance. Key areas for improvement include end-to-end response times and the production of written summaries for tenants.

Councillor Nadja Penfold, Chair of the committee, highlighted concerns about delays in repairs and communication, noting that the number of open damp and mould cases was increasing. Councillor Mike Podmore echoed these concerns, questioning the plans to address the growing backlog before Phase 2 of Awaab's Law, which will introduce further statutory requirements.

Officers explained that the increase in open cases was partly due to a large volume of stock condition surveys conducted by Savills, which identified many Category 2 hazards that are being addressed by issuing residents with mould wash and treatment packs. For more significant cases, increased contractor capacity, additional management resource, and specialist consultancy support are being brought in. The committee was assured that there is significant management attention on this issue, with it being a top priority.

Further discussion focused on the need for better data granularity to understand the root causes of damp and mould and to prioritise cases effectively. Gillian Douglas, Executive Director of Housing, explained that the non-decency level of stock, which has been reduced to 16% from a high of 26%, is a significant driver. She also highlighted the importance of planned maintenance to address underlying issues like roof leaks and brickwork problems.

The committee also discussed the challenges of contractor capacity and the need for a robust procurement strategy. The report indicated that 83% of the stock has had a recent stock condition survey, providing a good information base for targeted investment. However, a key operational challenge remains in connecting initial reports to resolutions due to fragmented IT systems.

In response to questions about resident experience, Lisa Keating, Director of Housing, Resident Engagement and Services, acknowledged that the council needs to improve its communication and ensure residents do not feel impacted by handoffs between departments. She stressed the importance of a cultural shift to focus on empathy and resident well-being. The committee resolved that officers explore enabling residents to upload videos to iCasework to support reporting and that a resident working group be established to provide feedback for service improvements.

Learning from Complaints 2025/26

Lisa Keating presented the report on learning from complaints, highlighting that the council received over 2,800 Stage 1 complaints in Housing during 2025/26, which is 18% above the Housemark average. The report acknowledged progress in complaints handling, governance, timeliness, and regulatory alignment, but stressed the need to consistently demonstrate that lessons are being captured, acted upon, and communicated back to residents.

Key themes emerging from complaints included damp, mould, leaks, outstanding repairs, contractor delays, missed appointments, and poor communication. The Housing Ombudsman's determinations showed that 53% of upheld complaints related to responsive repairs or associated activity.

The committee discussed the importance of in-person training for staff to foster a better culture around complaint handling. A key recommendation was that officers explore arrangements where complaints relating to completed works are only closed once residents have confirmed their satisfaction. This aims to address the common issue where residents feel a matter is resolved when the council believes it is.

The report also detailed the ongoing efforts to improve complaint handling processes, including staff training, strengthening governance, and improving communication with residents. The committee was assured that there is a strong focus from senior leadership on addressing these issues, with ongoing efforts to improve staff competence and empathy.

Select Committee Work Programme

The committee reviewed and agreed its work programme for 2026-27. Councillor Daniel Jenkins raised a point about the inclusion of the Housing Allocation Policy and the Brockley PFI (Private Finance Initiative) contract in the work programme. It was confirmed that these items would be reviewed, with the Brockley PFI discussion potentially scheduled for January 2027 due to the timeline of its return to council control. The committee agreed to the proposed work programme.