The Housing Management (Cabinet) Sub-Committee of Tower Hamlets Council met on Wednesday 30 September 2026 to review performance reports, approve annual reports, and discuss ongoing improvement programmes. Key decisions included the approval of the Council's Annual Compliance Performance Report and its annual self-assessment against the Housing Ombudsman's statutory complaint handling code.

Complaints Annual Report and Self-Assessment

The committee approved the Council's Annual Compliance Performance Report for 2025/26 and its annual self-assessment against the Housing Ombudsman's statutory complaint handling code. The report indicated continued improvement in complaint handling, particularly in Stage 2 response times, which remained at 100%. While Stage 1 complaint performance was below target due to resourcing issues, improvements were noted since April. The Council was found to be substantially compliant with the Housing Ombudsman Code, with an outstanding action being the adoption of the Council's Unreasonable Behaviour Policy. The Council maintained a positive relationship with the Housing Ombudsman, achieving 100% compliance with its orders.

Concerns were raised regarding delays in responses from the Housing Ombudsman to residents of Registered Social Landlords (RSLs), with officers attributing this to a historic backlog. The increase in Stage 2 complaints and referrals to the Ombudsman was acknowledged, with officers explaining this could be due to residents disagreeing with outcomes or increased awareness of their rights. Service improvements, including staff recruitment and training, were highlighted as efforts to address these issues.

Delays and communication issues with Right to Buy applications were also discussed, with officers explaining that a surge in applications following government discount changes, coupled with legal and fraud checks, had increased pressure on the service. The Mayor requested a report detailing the Right to Buy process, including application timelines and completion rates.

Repairs continued to be a significant source of complaints, with members seeking clarity on expected performance levels and timelines for improvement. Officers indicated that changes to appointment management, communication, and oversight of the repairs process would be implemented over the next four to six months. Concerns about unanswered calls and succession decision delays were also raised, with officers assuring that improvements were underway and that these would be addressed through the Housing Options transformation programme.

The committee also discussed the increase in compensation payments, with officers explaining that some payments were due to Council failures. Future reports will provide a more detailed breakdown of compensation payments, including amounts, reasons, and contractor recharges.

Housing Management Performance and Compliance Report June 2026

The committee received an update on key performance indicators and landlord compliance, health and safety positions as of June 2026. Overall, 12 out of 17 monitored performance indicators showed a positive trend compared to the previous month. While Stage 1 complaints remained below target due to resourcing issues, Stage 2 performance was at 100%. The Housing Service Centre saw an improvement in call answer rates, reaching the best performance of the financial year. Rent income collection exceeded targets, while leasehold collections saw a slight decrease in June but remained at 100% year-to-date.

Emergency and non-emergency repair response times were below target, though emergency repairs showed year-on-year improvement. The process for reviewing the Repairs Policy was underway, with resident engagement planned. Repairs completed right first time improved, but overall repairs satisfaction fell below target. Damp and Mould work orders and letters sent within target timeframes were marginally below the 100% target.

In terms of landlord compliance, overdue Fire Risk Assessment actions remained higher than forecast. There was a reduction in overdue Legionella remedial actions, and a slight decrease in overdue domestic electrical inspections. The report highlighted that performance in these areas is shared with the Regulator of Social Housing (RSH) monthly.

Members expressed concerns about the response rate to Members' Enquiries (ME), which remained significantly below the expected standard. Officers acknowledged this but reported an improvement from 45% in June to 64% in August, with further improvements expected as the complaints backlog reduces. Clarification was sought on ME allocation and the use of additional resources, with officers explaining that resources were primarily supporting the homelessness and housing options backlog. Members requested that ME be included as a KPI in future reports and for a more coordinated approach to addressing them across services. Officers agreed to provide a departmental breakdown of call reasons and future reports to include details on ME outstanding times.

Tenant Satisfaction Measures 2025/26 Annual Report

The committee noted the positive progress in the Tenant Satisfaction Measures for 2025/26, with 8 out of 12 tenant perception measures improving, and 10 performing above the London average. Overall tenant satisfaction increased by 5%. Eleven of the 14 management information measures also improved. However, satisfaction with home safety, communication with tenants, and communal area maintenance remained areas for improvement. Officers confirmed that they followed up with residents to understand dissatisfaction and that improvement plans were in place.

Concerns were raised about the decline in satisfaction regarding home safety, with members highlighting the impact of anti-social behaviour (ASB) and the need for a joined-up approach between housing, adult social care, and community safety. Officers acknowledged ASB as a significant factor and committed to strengthening the allocation process for vulnerable residents. They also agreed to prepare a spotlight paper on collaboration between housing and community safety, including options for investment and action, and to invite relevant officers to the next meeting. The importance of CCTV in improving safety was also stressed, with a request for an update on the installation programme and potential acceleration.

Your Voice, Our Action: Safe Homes, Great Services Programme Highlight Report

The committee received an update on Phase 2 of the Council's Regulatory Improvement Programme, Your Voice, Our Action: Safe Homes, Great Services. By July 2026, six deliverables had been completed, with a further 36 underway. Key achievements included new tenant and resident risk procedures, the launch of a hardship fund, and the procurement of a stock condition survey contract. Progress was being discussed with the Regulator of Social Housing (RSH) through monthly meetings.

Members inquired about the inclusion of the Tower Hamlets 1,400 resident group in the resident engagement workstream. Officers confirmed its inclusion and noted that additional staff had been appointed to bolster capacity, particularly for policy reviews like the Repairs Policy, where resident feedback would inform improvements. A tenant engagement strategy would also be considered.

Housing Management Cabinet Sub-Committee Forward Plan

The committee agreed to the proposed Forward Plan for the Housing Management Cabinet Sub-Committee, which included standard agenda items such as performance and compliance reports, and future items for consideration, including quarterly reports on strategic risks and the Council Housing Annual Report.

The meeting concluded with Mayor Lutfur Rahman commending the officers and members for their work and the progress made, particularly in light of previous challenges. He emphasised the importance of putting residents first and continuing the good work.