The Housing and Regeneration Scrutiny Sub-Committee met on Monday 05 October 2026 to discuss improvements to council housing quality and the performance of registered social landlords in delivering timely repairs. Key decisions included recommendations for registered social landlords to undertake independent reviews of their repair services and strengthen board-level oversight of repairs performance. The committee also reviewed the Housing and Regeneration Scrutiny Sub-Committee Work Programme for 2026-27.

Spotlight on Improving Council Housing Quality

The committee received an update on the council's efforts to improve the quality of its housing stock. Councillor Saied Ahmed, Cabinet Member for Homebuilding and Enhancing Council Homes and Neighbourhoods, highlighted that since bringing housing stock management in-house, there has been increased transparency and a positive trajectory in service delivery. Significant investments are being made, including a £609 million programme over the next decade for major improvement works such as new bathrooms, kitchens, windows, doors, and fire safety upgrades.

Key areas of progress include:

• Repairs: Performance has improved since 2024-25, with more emergency and routine repairs completed on time and a higher first-time fix rate. A new specialist leaks team has been introduced, and the repairs policy is under review.
• Safety and Compliance: Significant progress has been made in reducing overdue actions for fire safety, water safety, and communal electrical safety.
• Decent Homes Standard: The percentage of non-decent homes has reduced by 1.8%, and an ongoing stock condition survey is providing a clearer picture of the housing stock.
• Resident Satisfaction: Overall satisfaction has increased by 5%, with improvements noted in tenant satisfaction and management performance measures.
• Estate Services: Improvements have been made in bulky waste removal, action on fly-tipping, and enhancements to communal areas.

Despite these improvements, challenges remain, including overdue repairs, complaints, housing safety actions, and the number of homes not yet meeting the decent homes standard. The committee recommended that the service develop a clear delivery plan with measurable annual milestones to reduce the proportion of homes failing the decent homes standard and increase the percentage of homes with up-to-date stock condition surveys. They also recommended strengthening the approach to managing overdue, repeat, and complex repairs, with a focus on leaks, damp and mould, and complaint-generating cases. Finally, the committee recommended that resident feedback, complaints trends, satisfaction drivers, and Housing Ombudsman learning be more routinely used to shape service improvement plans.

Performance and Accountability of Registered Social Landlords: Delivering Timely Repairs for Residents

Representatives from Clarion Housing Association and Peabody Housing Association presented on their performance in delivering timely repairs for residents. Both organisations highlighted efforts to improve response times, quality of work, and resident satisfaction, particularly in light of Awaab's Law requirements.

Clarion Housing Association reported that while aged work-in-progress (WIP) increased due to Awaab's Law investigations, they continued to meet the 28-day completion target for routine repairs. They noted a significant increase in repairs identified as hazards following the introduction of Awaab's Law. Clarion also highlighted their real-time customer feedback system, Localz, which consistently shows around 90% satisfaction. Challenges include recruiting and retaining skilled operatives and preparing for Awaab's Law Phase 2.

Peabody Housing Association manages 4,274 homes in Tower Hamlets and uses a mixed model of in-house and contractor-delivered repairs. They reported 96% of emergency repairs were completed within target times and that their responsive repairs spend in Tower Hamlets was £5.2 million in the last financial year. Peabody has introduced a new damp and mould process and is focusing on resident-centred approaches to risk assessment. They noted a mixed view on resident satisfaction with repairs, with an improving trend over the past 12 months but a slight recent decrease.

During the discussion, members raised concerns about:

• Damp and Mould: The shift in approach from blaming resident behaviour to addressing fundamental property issues, particularly in light of Awaab's Law. Both Clarion and Peabody emphasised retraining staff and investing in systems to monitor and address damp and mould issues, moving away from blaming residents.
• Workforce Stability: The challenges of recruiting and retaining skilled operatives in a competitive market. Both organisations highlighted their investment in apprenticeships and growing their own workforce.
• Contractor Performance and Quality: Questions were raised about the number of repeat visits required for repairs and the quality checks in place. Both organisations acknowledged the need for improvement in first-time fix rates and detailed their quality assurance processes, including post-inspections and performance monitoring of operatives.
• Vulnerable Residents: Mechanisms for prioritising appointments for vulnerable residents were discussed, with Peabody outlining their V14 priority for homes with vulnerabilities and Clarion detailing their compass team of vulnerability leads.
• Anti-social Behaviour (ASB): The role of Registered Social Landlords (RSLs) in tackling ASB was discussed, with both Clarion and Peabody emphasising a partnership approach with the council and police.
• Resident Participation: Initiatives to encourage resident participation, such as promoting Tenants and Residents Associations (TRAs), resident engagement sessions, and formal governance structures, were detailed by both organisations.

The committee made several recommendations to the RSLs, including undertaking periodic independent reviews of repair services, strengthening the monitoring of repairs affecting vulnerable residents, and ensuring board-level oversight of repairs performance.

Housing and Regeneration Scrutiny Sub-Committee Work Programme 2026-27

The committee reviewed and agreed the work programme for the Housing and Regeneration Scrutiny Sub-Committee for 2026-27. The programme includes several Scrutiny Spotlight Sessions focusing on areas such as Improving Council Housing Quality, Performance and Accountability of RSLs: Delivering Timely Repairs for Residents, and Delivering Decent Homes: Review the £609m Housing Investment Programme. A Scrutiny Challenge Session will focus on Meeting Decent Homes Standard: Performance, Investment and Resident Experience. The committee also discussed the importance of pre-decision scrutiny and resident engagement in shaping the work programme. A vacancy for a council tenant representative on the committee was noted, and it was confirmed that the post would be re-advertised.

The meeting concluded with a reminder about an upcoming scrutiny improvement workshop on 27 October 2026.