The Tower Hamlets Council Housing Management (Cabinet) Sub-Committee met to discuss health and safety compliance, complaints compensation, rent collection, and housing performance. The committee approved updated policies for health and safety compliance, complaints compensation, and rent collection. They also reviewed a performance report and discussed plans for improving housing standards and resident engagement.

Lift repairs and sewage issues at Angelia Court

The sub-committee discussed ongoing issues at Angelia Court, a block of flats purchased by the council from Colonel Wolf, where the sewage system runs within the lift shafts, causing the lifts to break down frequently. Councillor Lutfur Rahman, Executive Mayor, expressed his concern about the situation, stating that residents were very upset, very, very up in arms about the lack of engagement and slow repairs.

It was explained that the pumps which manage the sewage system often fail, causing wastewater to fill the lift shafts and impact the electrics of the lifts. The council has been offering temporary alternative accommodation to affected families while repairs are carried out.

Councillor Lutfur Rahman requested a note on Canary Wharf Group's liability for the building, as it was part of a section 106 agreement¹ with them. He also asked for a review of the due diligence process undertaken before purchasing the property, to prevent similar issues in the future. Councillor Sabina Akhtar, Cabinet Member for Health, Wellbeing and Social Care, had requested a meeting with residents, Councillor Stephen and the mayor to discuss the matter further. Councillor Lutfur Rahman requested a note on options for compensating residents for the inconvenience they have experienced.

Approval of Housing Management Services Policies

The sub-committee approved the Housing Management Services' six landlord health and safety compliance policies, covering gas, electrical, fire, water hygiene, asbestos, and lift safety. These policies are part of the council's statutory recovery plan and aim to strengthen governance, ensure regulatory compliance, and improve resident safety across the housing stock.

The sub-committee also approved the Housing Management Service's new complaints compensation policy, which sets out a clear framework for compensating tenants and leaseholders where service failures have occurred. The policy includes statutory, discretionary, and quantifiable loss payments and aligns with the Housing Ombudsman's complaints handling code and the Social Housing Regulation Act 2023². Additionally, the Housing Management Service's new income collection policy, which outlines a structured and compassionate approach to rent collection, focusing on early intervention, financial inclusion, and tenancy sustainment, was approved. The policy supports the council's aim to maximise income while minimising evictions and promoting resident engagement.

Housing Management Performance and Compliance Report

The sub-committee reviewed the Housing Management Performance and Compliance Report, which provides an overview of key performance indicators across housing services. The report highlighted improvements in call centre performance and complaints resolution, but also identified areas needing improvement, such as repair satisfaction and compliance with certain deadlines.

Councillor Lutfur Rahman requested a paper on repairs, to be presented at a future cabinet sub-committee meeting, with Councillor Steve in attendance. He also requested that the paper include information on missed appointments and the steps being taken to address this issue.

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

The sub-committee discussed the Your Voice, Our Action: Safe Homes, Great Services Programme Highlight Report, which outlines progress across multiple work streams in the housing improvement programme. The programme includes updates on repairs, asset management, governance, data quality, complaints, and resident engagement.

Councillor Lutfur Rahman requested a paper on a robust decent homes programme³ for the council's housing stock, with a potential budget request for a standalone Decent Homes 2 programme. He also suggested learning from other councils, such as Westminster, that have achieved a C1 rating⁴ for their housing services.

Resident Engagement and the Big Doorknock

The sub-committee discussed resident engagement initiatives, including the Big Doorknock, an exercise conducted during the summer where council staff visited residents to gather feedback and address concerns. Councillor Lutfur Rahman requested that door knocking become an ongoing, embedded practice throughout the year, rather than just a summer activity. He also requested a note on the categories of the one percent of residents who are in arrears, the mitigations in place, and how the council is helping them.

Rent Collection Rate

The sub-committee heard that the most recent rent collection rate was 99%, but Councillor Lutfur Rahman asked what the plan was to recover the one percent that was not being collected. It was explained that credit agencies are employed to pursue former tenant arrears, and that the council works closely with residents to provide support and advice to help them manage their rent payments.