The Housing Management and Almshouses Sub (Community and Children's Services) Committee met on Monday 14 September 2026 to discuss a range of housing matters. Key decisions included the approval of a revised Tenancy Agreement, the Access to Homes Policy, and the Disposal of Personal Property Policy. The committee also received updates on housing performance, fire safety, and the Civica CX programme.

Housing Matters Report

The committee approved several key policy documents. The revised Tenancy Agreement was agreed, following a consultation period where residents expressed support for clearer language and improved explanations regarding landlord access, anti-social behaviour provisions, and resident responsibilities. Amendments were made to simplify language, enhance guidance on access for repairs and safety inspections, and strengthen signposting to related policies.

The Access to Homes Policy was also approved. This policy sets out the City of London Corporation Housing Service's approach to gaining access to residents' homes for legal, safety, and service delivery reasons. Following resident consultation, the policy was strengthened to improve communication, notice periods, support for residents with additional needs, and to clarify the distinction between routine, urgent, and emergency access.

Additionally, the Disposal of Personal Property Policy was approved after a review aimed at improving its clarity and operational guidance. The policy outlines the process for handling personal property found or abandoned on housing premises, ensuring legal compliance and fair management. Key amendments include clearer guidance on statutory notice requirements, storage, disposal processes, and enhanced provisions for residents with support needs.

Members also noted updates on several other housing matters, including the Estate Review Update, which is examining estate office operations and customer contact channels to improve service accessibility. The Golden Lane Estate Major Works Renewal Board provided an update on its activities, focusing on communication, risk management, and the tender process for Crescent House. Lead Members / Officers Borough Twinning arrangements were confirmed, assigning members to liaure with specific boroughs.

An update on Voids (Empty Homes) and New Build Lettings highlighted ongoing challenges with void turnaround times and delays in new build lettings due to nomination and applicant readiness issues. Actions are being taken to address the voids backlog and improve the process for new build allocations. The Heat Metering and Billing Update shared lessons learned from a pilot at Isleden House, emphasizing the need for careful transition management from arrears-based service charges to consumption-based billing.

Progress on the Lease Extension Policy Update and the Leasehold and Freehold Reform Act 2024 was noted, with ongoing work to clarify the current legal framework and update webpages. The Guest Room Bookings and Costs update confirmed that the guest rooms remain a valued resident amenity, with charges balancing affordability and contribution to HRA costs. An update on Greater London Authority Grant Bids 2026–2036 detailed significant funding bids submitted to support the delivery of new affordable homes across the City Corporation's estates.

Housing Performance Report Summary (April 2026 – July 2026)

Members received a summary of housing performance for the period April to July 2026. While overall performance remains strong in many areas, pressures persist in repairs delivery, communal repairs, void turnaround times, complaints, disrepair, electrical compliance, and income recovery. Emergency repairs performance improved in July, but cumulative figures reflect data validation processes. Non-emergency repairs performance remains comparatively strong. Damp and mould inspections have shown improvement, but pass rates for post-inspections have slightly reduced. Average re-let times for voids remain above benchmarks, though an improvement was noted in June. Decent Homes Standard compliance remains at 83.75%, with data being uploaded to a new system. Anti-social behaviour cases saw a reduction in July, and domestic electrical safety compliance is at 91%, with communal EICR compliance at 42%. Rent collection remains stable, though current tenant arrears increased in June. Complaint volumes have risen, but statutory compliance for complaint handling remains at 100%. Open disrepair claims have increased, with ongoing monitoring and legal processes. Estate services, including fire box checks and internal inspections, show strong performance.

Tenant Satisfaction Measures - Benchmarking & Action Plan 25/26

The committee was updated on the Tenant Satisfaction Measures (TSMs) for 2025/26. Benchmarking against London peer groups shows the City of London performs above the median in nine out of twelve Tenant Perception Measures, demonstrating strong resident satisfaction with overall landlord services, repairs, communication, and anti-social behaviour management. Building safety compliance is also strong, with near 100% compliance across key measures. Complaint handling performance exceeds peer medians, with 100% compliance with Housing Ombudsman timescales. Areas identified for improvement include non-emergency and emergency repairs completion times, the proportion of homes not meeting the Decent Homes Standard, and resident confidence that their feedback is listened to and acted upon. The TSM Improvement Plan 2026/27 focuses on increasing resident confidence by improving communication, transparency, accountability, and resident engagement, aiming to increase satisfaction with the Listens and Acts measure from 52% to at least 60%.

Quarterly Fire Safety Status Report

The committee received an update on fire safety management in the Corporation's social housing. Key points included the completion of further fire risk assessments, leading to an increase in outstanding actions, and the procurement of a specialist consultancy contract to address these. The Resident Safety Engagement Strategy has completed resident consultation, and the strategy for Petticoat Tower has been submitted to the Building Safety Regulator. Training for Person-Centred Fire Risk Assessments (PCFRAs) and Residential Personal Emergency Evacuation Plans (RPEEPs) has been launched. There was one fire-related incident with no injuries, which did not require a Mandatory Occurrence Report. The report highlighted significant financial, resource, and legal implications of non-compliance with fire safety regulations.

Stock Condition Survey Findings and Asset Management Strategy Review

Members were updated on the comprehensive Stock Condition Survey, the most detailed assessment of the City Corporation's housing assets in over a decade. The findings confirm the overall direction of the existing Housing Major Works Programme and provide new insights into component lifecycles, building performance, accessibility needs, fire safety, decarbonisation, and future investment planning. A standalone Almshouses survey report was also incorporated, highlighting a different component profile compared to the mainstream HRA stock. The findings are informing a refreshed Asset Management Strategy, which will be presented later in 2026, aiming for a more robust, evidence-led approach to managing and investing in the housing stock.

Housing Matters Update - Information Only

This report provided updates on several key housing matters. An update on Inspection Activity detailed ongoing engagement with the Regulator of Social Housing (RSH), with a focus on evidencing sustained improvement. The Head of Service Recruitment confirmed the appointment of a new Head of Housing Management and the ongoing recruitment for a Head of Health and Fire Safety. Housing Staff Sickness Data was provided, with anxiety/stress/depression being the top reason for absence. The Housing Staff Organogram, highlighting frontline roles, was attached. An update on Golden Lane Estate Winter Measures Payments detailed the progress and reconciliation of payments made to residents due to delays in window refurbishment works. The Decant Policy Update highlighted the need for tailored delivery plans for large programmes like the Golden Lane Estate Major Works Renewal Programme, with recruitment underway for dedicated Decant Officer posts. New Build Parking, Sheds and Garages arrangements for the York Way scheme were clarified, confirming no parking for new residents from Islington. The Housing Risk Plan was attached for review. A comprehensive Civica CX Programme Update detailed progress on Phases 1 and 2, challenges encountered, and the planned implementation of the Civica CX Asset Management Module in Phase 3. Finally, an update on Estate Climate Plans outlined the development of estate-specific roadmaps to support the Corporation's 2040 climate goals, focusing on healthy homes, net zero, climate resilience, nature, and sustainable living.