The Housing & Regeneration Scrutiny Sub Committee met to review the performance of social landlords in Tower Hamlets, discuss resident engagement strategies, and examine safety compliance and regulatory reports. Key discussions included the performance of various housing associations, the effectiveness of the Tenant Voice Panel, and the outcomes of the Regulator of Social Housing's inspection of the council's housing services.

Social Landlords Performance Report Quarter 3

The committee received an update on the performance of social landlords in Tower Hamlets for the third quarter of 2024/25. Mubin Choudhury, Performance Improvement Analyst, presented data indicating that while many registered providers (RPs) achieved 0% non-decency rates, Tower Hamlets Council reported the highest at 23.15%, though this was an improvement from the previous quarter. The council has a stretch target of 18% for 2025-26, aiming to improve this through its stock condition and capital investment programmes.

Regarding repairs, all RPs reported completing over 70% of emergency repairs on time, with Spitalfields, Poplar Harca, and Providence Row excelling in both emergency and non-emergency repair completion times. Safety checks showed high compliance rates across the board, with Spitalfields and L&Q achieving 100% for gas safety checks. However, Tower Hamlets Council and Clarion had lower compliance rates for asbestos safety checks, and Clarion also had a lower rate for water safety checks.

In terms of complaints, five RPs met the complaints handling code timescale for all received complaints. Tower Hamlets Council had the lowest rate of timely complaint responses, which was attributed to the inclusion of leaseholder complaints in their figures. For re-let times, all RPs averaged under 100 days for standard re-lets, and six RPs achieved this for major works. L&Q reported the longest average re-let times for both categories. Providence Row and Swan reported no vacant units unavailable for letting, while Peabody and East End Homes had the highest numbers.

Following the presentation, members requested that Metropolitan Thames Valley Housing Association be asked to submit their KPI figures for review. They also requested an invitation to attend the housing contact centre to gain a better understanding of the repairs process.

Resident Engagement

David Joyce, Corporate Director of Housing and Regeneration, introduced a presentation on resident engagement, highlighting the integral role of the Tenant Voice Panel. Lesley Owen, Business Development and Information Manager, explained that the panel, established in 2024, comprises tenants and leaseholders and acts as a consultative and advisory body on housing policies, strategies, and service design. The panel also undertakes scrutiny functions.

Danielle LaMarch, a Tenant's Voice panel member, shared that the panel meets bi-monthly to discuss performance measures and complaints analysis, aiming to ensure residents understand estate issues discussed in meetings. The panel is also working to reach residents who may not be digitally connected or have mental health challenges, and to support vulnerable residents with repairs, particularly those whose first language is not English. The panel's work to date includes discussions on regulation, social housing, and consumer standards.

The committee agreed that increasing the diversity of the panel, particularly with younger residents and families from different ethnic backgrounds, would be beneficial. There was a discussion about the initial exclusion of Tenant Resident Association (TRA) post holders, with the panel's purpose being to represent all residents. The committee resolved to add Resident Engagement to the work programme for the 2025-26 municipal year.

Safety Compliance and Regulation

Darren Cruice, Head of Housing Asset Management and Compliance, outlined the requirements of the Building Safety Act 2005 and the amended Fire Safety Act 2021, which mandate comprehensive risk assessments for high-rise buildings, including cladding, windows, balconies, and entrance doors. Fire risk assessments (FRAs) are underway for all high-rise buildings in the borough, with additional funding secured for structural and fire safety surveys.

Challenges were noted in inspecting approximately 13,000 front doors annually and the ongoing work to remove ACM cladding from blocks like Randall House. The frequency of FRAs varies based on building height. The committee was informed about additional assistance for vulnerable residents, including safety devices and the identification of potential issues within high-rise buildings. Assurance and governance processes, such as fortnightly Remedial Actions meetings and monthly Performance Board meetings, are in place.

Ian Morrison, Interim Director of Property and Assets, discussed the identification and treatment of damp and mould, outlining priority levels for severe and low-level cases. He explained the three-step treatment process to prevent recurrence and mentioned the development of a new damp and mould Mobisoft dashboard to monitor cases against Awaabs Law. A pilot scheme for Switchee digital thermostats is also underway to provide early warnings.

Following questions, officers confirmed that the Mobisoft system can track recurring water ingress issues. They also clarified that resident notification and support are in place for ACM cladding remediation at Randall House, with scaffolding erected. Delays in cladding removal were attributed to the Building Safety Regulator's approval process. The committee resolved to receive an update on the Cranbrook Estate cladding remediation, details on safety compliance reporting mechanisms, and a response regarding roofing issues at Coniston House from East End Homes.

Housing Provider Performance in the Borough

Paul Burgess, Strategy and Policy Officer, presented an update on the implementation of recommendations from a previous scrutiny challenge session on housing provider performance. The session, held on 26 March 2024, aimed to improve the committee's understanding of the Regulator of Social Housing and the Housing Ombudsman, and to enhance the committee's work with Registered Providers (RPs).

Five recommendations were agreed, with actions assigned to the Scrutiny Sub-Committee and the Administration. Key recommendations included inviting RPs to more committee meetings for spotlight sessions, building training for committee members on analysing performance data, inviting residents to give evidence, reviewing the management of the council's housing stock, and working with stakeholders to improve services delivered by housing providers.

The update indicated that many actions are complete or ongoing, with progress noted on inviting RPs to sessions and developing resident engagement criteria. Training for committee members is planned for the next municipal year, and resident engagement sessions are being developed. The council's housing stock management is being reviewed, and efforts are underway to improve communication with residents about complaints processes and the Housing Ombudsman.

Regulator of Social Housing Report

David Joyce, Corporate Director of Housing and Regeneration, introduced an update on the council's recent inspection by the Regulator of Social Housing (RSH). The inspection, which followed a self-referral by the council in November 2024, concluded in March 2025. The RSH process involved desktop reviews, meetings with residents, and interviews with council staff.

The RSH noted positive aspects, including the council's commitment to the community, strong governance structures, and evidence of progress in areas such as complaints handling and landlord compliance. They also acknowledged the council's proactive self-referral and robust compliance reporting. However, areas for development were identified, including plans being in their early stages, outstanding remedial actions for compliance, ongoing concerns with repairs, and the need for further work on stock condition surveys and decency. Tenant engagement was noted as not yet fully embedded, and there is a need to improve how outcomes and service standards are communicated to tenants.

The formal judgment from the RSH is expected in early April, with publication at the end of April. A communication plan is in place to share the outcome with stakeholders and residents. The committee was assured that the process has been beneficial in highlighting strengths and areas for improvement, and that a service improvement programme is in place.

During the discussion on the RSH report, Councillor Ahmodul Kabir inquired about updates on the Old Chest Hospital site, which is owned by Clarion. It was confirmed that Clarion has been in pre-application discussions with planning colleagues regarding a mixed development scheme.

The committee also discussed the importance of receiving regular updates on capital programmes and the council's affordable housing stock development, particularly in relation to the Mayor's target of delivering 1,000 homes per year. David Joyce confirmed his willingness to provide updates on both the capital programme and the wider affordable housing programme.

The meeting concluded with a discussion about the forward programme for the next municipal year, with members expressing a desire to see dates for upcoming meetings and to contribute to the development of the work programme.