The Camden Council Housing Scrutiny Committee met on 15 September 2025 to discuss leaseholder services, the Housing Ombudsman's report, repairs service performance, and void property performance. The committee was also scheduled to discuss its work programme and forward plan for the year.

Repairs Service Performance

The committee was scheduled to discuss a report on the performance of the council's repairs service, including damp and mould issues. The report set out how the repairs service is working to meet regulatory standards and new legislation, including Awaab's Law.

The report noted that Camden Council manages a large number of properties, and the repairs service delivers a high volume of repairs and statutory compliance actions each year. It also noted that the council faces challenges due to inflation, the need to divert resources to building safety, and new legislation.

To meet these challenges, the council has delivered a programme of service improvements, including new area-based teams, a centralised Damp and Mould Team, and additional resources to reduce the number of void properties. Digital tools such as ROCC and MadeTech have been introduced to improve the resident experience.

The report stated that performance against Tenant Satisfaction Measures is broadly in line with London averages, though improvements are being targeted on emergency repairs, communication, and overall satisfaction.

The report also detailed preparations for Awaab's Law, including staff training, the introduction of hazard sensors, and a new case management system. According to the report, Awaab's Law, coming into effect in October 2025, places new statutory duties on social landlords to address hazards within fixed timeframes, requiring emergency hazards to be investigated and acted upon within 24 hours and introducing strict deadlines for addressing damp and mould.

The report stated that the council had established a cross-service Awaab's Law Working Group, and that around 100 staff had already received specialist training.

The report also noted that the council is developing policies to improve transparency and consistency across its housing and repairs services, including a Repairs Policy, an Alternative Accommodation policy, and a Vulnerability policy.

Housing Ombudsman's Report and Action Plan

The committee was scheduled to discuss a report summarising the work done to address the recommendations in the Housing Ombudsman's report and how this will improve the handling of housing related complaints by the council.

The report noted that the Housing Ombudsman carried out a Paragraph 49 investigation into the council's handling of leaks, damp and mould, complaints and repairs. The report identified three themes: complaint handling, property condition and repair, and vulnerable residents.

The report stated that between November 2024 and July 2025, the council put in place significant improvements to address the recommendations made, including:

• The recruitment of a 'Lessons Learned Lead'
• The introduction of a completions team
• The launch of a new repair system called ROCC
• A review of complaint handling processes
• A new compensation policy
• A new policy on how resident vulnerabilities will be considered as part of service delivery

The report noted that the Housing Ombudsman confirmed it was satisfied with the council's progress and confirmed the investigation was now closed.

The report also stated that the council must anticipate that given the size and age of the housing stock and the volume of repairs undertaken, it will continue to receive complaints.

Leaseholder Services and Housing Income Update

The committee was scheduled to discuss a report providing a summary of key activity and progress of the Leaseholder Services & Housing Income service, covering tenancy fraud, leaseholder services (including Right to Buy), and housing income and arrears.

The report noted that a new service structure went live in January 2025, and that recruitment was finalised for all but two roles. The key changes in the new structure addressed the need for clarity and transparency.

The report also provided an update on the impact of legislative changes to the Right to Buy scheme[^2], stating that on 22 November 2024, national Right to Buy (RTB) legislation was amended to cap the discount at £16,000 (down from £136,400), prompting a spike in applications prior to the change.

The average number of RTB applications received prior to the change (2019–2022) was 181 per year

In the period 1 April 2024 and 22 November 2024 (before cap deadline) 777 RTB applications were received.

Leaseholder Services and Housing Income Update

The report also provided an update on progress against recommendations and improvements outlined in a previous cabinet report on leaseholder services, including:

• Establishing a working group to improve communication between Housing Repairs and Leaseholder Services
• Improving how contractors are held accountable for their work
• Introducing a Correspondence Management System for Leaseholder Services
• Reviewing how written communications from Leaseholder Services can be made more accessible and transparent
• Evaluating the information on Camden's website for leaseholders and freeholders
• Completing an annual audit of best practice from other boroughs
• Introducing an additional formal councillor role to work with the Cabinet Member for Better Homes
• Providing more information online about the roles and responsibilities of different teams within Camden

The report also provided an update on tenancy fraud, noting that from 1 April 2024 to 31 March 2025, the Housing Investigations Team (HIT) recovered 70 properties, equating to an estimated £4.62m value saved.

Finally, the report provided an update on housing income, noting that following a successful two-year pilot, the Income Team was formally launched in January 2025 as part of the wider housing transformation programme.

Void Property Performance

The committee was scheduled to discuss a report on void property performance, noting that Camden is making good progress, with improved turnaround times, additional resources, a new lettings team, and more properties being brought back into use.

The report stated that as of August 2025, the council had 461 active voids (1.93% of its stock) and 111 held properties, many of which were linked to Chalcots decants, options appraisals, or major works.

The report noted that over the past year, changes to the lettings and repairs teams, new real-time performance dashboards, and dedicated managers have reduced delays and improved efficiency. Median turnaround times for routine and minor voids are now approximately 53 days for repairs and generally between 25–40 days for lettings.

The report also stated that the release of Chalcots homes, alongside completed appraisals of unsuitable or high-cost stock, will greatly reduce the number of 'held' voids and support Camden's £670m Housing Investment Strategy, ensuring resources are focused on delivering modern, family-friendly homes.

Work Programme and Forward Plan

The committee was scheduled to discuss its work programme for 2025/26 and consider any proposals for items that should be included.