The Welwyn Hatfield Council Cabinet Housing Panel convened to discuss key performance indicators, compliance updates, tenant satisfaction, and policy revisions related to housing. The panel noted reports on housing performance, compliance, and tenant satisfaction, and also reviewed and unanimously agreed to recommend the revised Damp and Mould Policy be approved by the Executive Member using their delegated powers. Additionally, the panel reviewed the updated Tenant Information Handbook, created in collaboration with the Residents Panel.

Awaab's Law and Damp and Mould Policy

The committee reviewed a report from Janice White, Assistant Director (Homes and Neighbourhood), regarding the first phase of Awaab's Law, officially known as the Social Housing (Prescribed Requirements) (England) Regulations 2025, and the council's revised Damp and Mould Policy.

Awaab's Law, set to take effect on 27 October 2025, introduces strict timeframes for social housing landlords to address hazards in their properties. The council will be required to:

• Assess whether a potential hazard is an emergency or significant hazard.
• For significant hazards (including damp and mould), investigate within 10 working days.
• Where a hazard presents a significant risk to health or safety, make the property safe or undertake safety works within 5 working days of the investigation concluding.
• For emergency hazards, investigate and undertake safety work within 24 hours, providing suitable alternative accommodation if the property cannot be made safe within this timeframe.
• Begin or undertake further works within 5 working days of the investigation concluding for significant or emergency hazards, or as soon as possible, with a maximum of 12 weeks from the conclusion of the investigation.
• Provide a written summary of findings within 3 working days of concluding the investigation for emergency or significant hazards.
• Keep the tenant updated.

The law will expand in 2026 and 2027 to cover additional hazards under the Housing Health and Safety Rating System (HHSRS) categories that present a significant risk, excluding overcrowding.

The council's revised Damp and Mould Policy, included as Appendix B - Revised Damp and Mould Policy - CHP 12.8.25, aligns with the requirements of Awaab's Law.

During the discussion, a councillor asked about the increase in costs for some mould works, to which Janice White, Assistant Director (Homes and Neighbourhood), clarified that the initial estimates were done internally and the actual costs were higher than expected.

A councillor asked how the policy would be monitored and reviewed, and how the Residents Panel would be involved. Janice White, Assistant Director (Homes and Neighbourhood), responded that it would become a compliance report in the form of a KPI. A member of the Residents' Panel added that they had previously discussed a scrutiny review of the damp and mould procedure and would revisit it in the new year after gathering data on cases through the winter.

Another councillor asked for an estimate of how many cases are likely to require decanting¹. Janice White, Assistant Director (Homes and Neighbourhood), responded that they were working on that estimate, considering current repairs and follow-on works, and would use council stock and B&Bs for decanting, emphasising the importance of contractor resources to resolve the underlying issues quickly.

A councillor suggested reporting urgent repairs as a separate KPI, and another asked if the HHSRS inspection was done by the Environmental Health. Janice White, Assistant Director (Homes and Neighbourhood), clarified that Environmental Health does this, but it is part of the council's surveyors' role, who are trained to this standard.

A member of the Residents' Panel commented that ongoing care after repairs was lacking and suggested someone look at the ongoing maintenance of these systems. Janice White, Assistant Director (Homes and Neighbourhood), responded that a service plan needs to be in place to ensure it is monitored.

A councillor asked what the £82,000 per house would be spent on, to which Janice White, Assistant Director (Homes and Neighbourhood), said she would come back with that information.

The Panel unanimously agreed to recommend that the Executive Member approve the revised Damp and Mould Policy using their delegated powers.

Tenant Information Handbook

The committee received a report on the updated Tenant Information Handbook, which was presented by the Tenants Panel.

The Residents Panel played a key role in reviewing and updating the content and layout of the handbook, ensuring that the revised materials reflect the real needs and experiences of residents. The previous version of the handbook had been in circulation for several years and no longer aligned with current policies or tenant expectations. The refresh has incorporated recent changes in housing policy, ensured the content is relevant and practical for today's tenants, and made the new Information Pack clearer, more accessible, and easier to navigate.

To enhance convenience and inclusivity, the updated Information Pack will be made available in digital format, ensuring that it is easy to access across devices, improves accessibility for tenants with different needs and reduces reliance on printed materials.

During the discussion, a councillor commented that one of the main complaints he receives is regarding gardens and asked if something could be added under tenant repairs, stating it was the responsibility of the tenant for looking after their home, but also include a contact number for assisted gardening if they're unable to do it themselves. The Resident Involvement Manager responded that she would check and report back.

Another councillor commented that there had been a real shift in council housing and with council house tenancies because the vast majority of tenants want to look after their home and live in it forever, and that the guide had been well done.

A councillor asked if officers would consider something similar for tenants in temporary accommodation to help them navigate the system. Janice White, Assistant Director (Homes and Neighbourhood), responded she didn't know but would check.

The Residents' Panel thanked Chris Andrews, Previous Chair of the Residents Panel, for his time as the Chair of the Residents' Panel and starting the process, and hoped that councillors would see that they are being more involved with stuff and are there to help them and the council, and offered an invitation to any who would like to attend one of their meetings.

The Panel noted the new WHBC Information Pack for Tenants and the Residents Panel's work in creating it.

Q1 2025/26 Performance Report

The Assistant Director (Homes and Neighbourhood) presented a report providing a summary of the Key Performance Indicators (KPIs) and commentary on performance across the Council's housing services.

During the discussion, a councillor asked why contractor's collected information was being used for satisfaction data. The Assistant Director (Homes and Neighbourhood) responded that last year satisfaction scores were low, and they believed it was caused by survey fatigue as the contractor was also conducting their own survey, so the council took some samples of the contractor's survey and checked them for accuracy, and they believe it to be a better reflection of the satisfaction.

Another councillor asked how often the KPI's were reviewed and how Panel Members could add anything, for example homelessness. The Assistant Director (Homes and Neighbourhood) responded that they were starting the process of looking at KPI's as part of their annual business plan and suggested that Members raise what they would like to see during the meeting so officers can then discuss within their portfolios.

With regards the lessons learned, a councillor asked if the improved communications was between internal council departments or direct communication with the resident or both. The Assistant Director (Homes and Neighbourhood) responded it was a mix of the two but they were looking to separate the information and breaking it down and this will be reported at future meetings.

A councillor expressed concern regarding the downward trend of stage 2 complaints and asked if the cause was due to personnel changes and whether they would start to see improvements going forward. The Assistant Director (Homes and Neighbourhood) responded that they were addressing this issue and staying on top of the stage 2 complaints specifically, and that staff needed to be reminded about getting extensions where stage 2 become complicated.

Another councillor asked if the Stage 2 case handlers were more experienced than those dealing with case 1 and whether case 2 cases were becoming more complex. The Assistant Director (Homes and Neighbourhood) responded that stage 2 cases were dealt with by more senior staff and this was something that needed to be reviewed, and that the complexity tended to be due to the changing processes rather than the complaints themselves.

A councillor asked when the new approach to stage 2 complaints was brought in so numbers could be compared with last year for example. The Assistant Director (Homes and Neighbourhood) said she would have to go back and check for clarity and ensure it was added to the minutes.

A member of the Resident's Panel informed Members that the next scrutiny the residents panel were taking was on complaints towards the end of this year and reporting early next year to ensure everything that was being done was tenant focussed.

A councillor commented on the disrepair cases that, although still in the red, it was a dramatic drop down of disrepair cases still outstanding which was good progress and thanked the team for working on that.

The Panel noted the contents of the report.

Housing Compliance Update

The Assistant Director (Homes and Neighbourhood) presented an update on the Housing Compliance position.

During the discussion, a councillor asked if any of the actions on the fire risk assessment were still outstanding. The Assistant Director (Homes and Neighbourhood) responded that the risk assessments were carried out by a third party and there is a need to have a system in place with regards the documentation which wasn't yet live. With regards the internal actions these are down to the neighbourhood enforcement team writing standard letters to tenants about removing items and suggested that they would show this clearer in reporting in future.

A councillor commented that it was good that there is a 100% completion of the fire risk assessment but what would be better was how many of those risk assessments had concerns and what the criteria are. Another member suggested reporting high risks and medium risks from the fire risk assessments.

The Panel noted the contents of the report.

Tenant Satisfaction Measures 2025/26 Survey Q1 Results and 2024/25 Action Plan Update

The Committee received a report from The Assistant Director (Homes and Neighbourhood) providing the results from Q1 of the 2025/26 Tenant Satisfaction Measures survey and an update on the progress of the action planned in response to the 2024/25 survey.

During the discussion, a councillor commented that the way the results have been handled so proactively was brilliant, and that there have been challenges with tenancies in the last 6 to 12 months, so the fact the scores have gone up is really positive and well done.

Another councillor commented that communication is important and reported on an issue with a tenant in their ward who had issues with a tap needing repair, but the Council department had no knowledge of it when the Member investigated the issue. The Assistant Director (Homes and Neighbourhood) responded that she knew the case in question and that there was ongoing training within the department to ensure the correct questions were being asked of the tenants to ensure accuracy and not just jumping to assumptions.

A councillor asked why the procurement of a block cleaning contract was still outgoing as they believed it had been done some time ago. The Assistant Director (Homes and Neighbourhood) responded that in order to bring in a contractor and because it is a chargeable service, the tenancy agreements had to be up to date and in place first, and that the next stage would be to combine the section 20². Another councillor added that the service charge would also apply to leasehold to ensure money is recovered from them so tenants would not be disproportionately bearing the costs.

A councillor asked what percentage of the 139 tenants who responded to the survey was of overall tenants and what was being done to encourage as many people as possible to respond. The Assistant Director (Homes and Neighbourhood) responded that it was a regulated service and there was a requirement to meet the target of approximately 650 by the end of the year. The Resident Involvement Manager explained that there was one survey response per household, that there were around 8,800 eligible households and the second quarter surveys were being carried out currently, and that if there was a shortfall there would be an increase in the number of people contacted throughout the third and fourth quarters.

A councillor asked what proportion of people have to agree to pay the service charge within a block for that block to sign up to the service and therefore were people being compelled to pay for the service and also asked whether blocks would be cleaned if they decided they didn't want a cleaning service. The Assistant Director (Homes and Neighbourhood) responded that the landlord would be required and expected to do this, but rather than it being compulsory they should do a consultation with tenants, and that if the tenants decide to opt out they should get together to do their own block cleaning, and the landlord would then set their expectations and monitor this.

A councillor asked if any blocks had opted out. The Assistant Director (Homes and Neighbourhood) responded that the consultation hadn't yet started but it's not done a on a block by block, and that the consultation would ask tenants about the overall service, and that what is known is that tenants were not satisfied with the appearance of the blocks.

A Member of the Residents' Panel commented that the issue of the cleaning of blocks had been going on some time, that it was in the last scrutiny review and still nothing had been done, and that they really wanted to press home that it needs to be done sooner rather than later.

A councillor asked if there was a timescale on this being done as it has been dragging for nearly a year. The Assistant Director (Homes and Neighbourhood) responded that it involves doing a section 20 consultation as well as procuring a contractor and they were working out a timescale to get it in for the next financial year and to ensure compliancy and therefore would report back at the next meeting. Another councillor added that Section 20 consultation is housing legislation and not something that was outside of the council's remit and they have to go through the process as two steps.

The Panel noted the contents of the reports.