The Leaseholders' Forum meeting scheduled for 3 December 2025 was set to cover a range of topics concerning leaseholders, including updates on services, repairs, and future meeting dates. The meeting's agenda included a progress report on actions from previous meetings, an update from the Associate Cabinet Member for Leaseholders, and a detailed report from Leaseholder Services.

Progress Report

A progress report was scheduled to be presented, detailing actions taken since previous meetings. This would include updates on leaseholders' ability to access Clerk of Works reports via the Camden Account, with efforts to address gaps in manual uploads and reminders for staff to upload reports consistently. The report was also expected to cover the process for leaseholders to request one-to-one meetings on specific issues, including the promotion of this service and the need for advance questions due to the complexity of queries. Statistics on the number of requests for surgery meetings and their outcomes were also anticipated to be shared to gauge effectiveness and communication reach. Furthermore, information on upcoming Action Days, including suggestions for trial booking slots or extended hours based on demand, was to be discussed. The development and publication of a Frequently Asked Questions (FAQs) document by February 2026, coinciding with the issue of bill estimates, was also on the agenda. The report was also to confirm the staffing levels within the Leaseholder Services team and provide an update on the Leaseholder Day/Conference scheduled for 6 November 2025.

Update Report from the Associate Cabinet Member for Leaseholders

Councillor Lorna Greenwood, the Associate Cabinet Member for Leaseholders, was scheduled to provide an update. This report was expected to cover feedback from the Leaseholder Conference held on 6 November 2025, highlighting improved communication as a key theme. The conference, the first of its kind in 15 years, was attended by approximately 70-80 leaseholders in person and over 100 virtually. The report was likely to discuss the value of engaging with council officers and the appetite for making this an annual event, with a survey issued to attendees to inform future planning. The report was also expected to address the ongoing lack of clarity among leaseholders regarding which council departments to contact for specific issues, with a plan to create an FAQs document with clear signposting to relevant services. Additionally, the report was to provide an update on neighbourhood issues, including follow-ups with the Neighbourhoods team regarding damage to leaseholder property by another resident and the process for insurance claims. The functionality of the Neighbourhood Housing Officer (NHO) search on the Camden website was also to be addressed. The report was also to touch upon the rollout of universal keys in street properties, concerns raised by leaseholders regarding short notice, notification letters, compliance, and contractor access, and the ongoing follow-up with repairs officers. Finally, progress on a possible website refresh for the Leaseholders' Forum, including seeking quotes for a new website provider, was to be mentioned.

Leaseholder Services Update Report

This report was scheduled to provide an update on various aspects of Leaseholder Services. Key areas of focus were expected to include the implementation of new phone systems and CRM software, anticipated to be ready by 1 December 2025, followed by staff training. A review of all methods of contacting Leaseholder Services to abolish multiple email addresses was also planned. The report was to detail the outcomes of a team away day held on 3 October, which focused on identifying team strengths, areas for improvement, and how to implement these changes in line with the Cllr Slater report. Concise team plans, including cross-training initiatives, were being developed. The report was also to provide feedback from the Leaseholder Conference on 6 November, noting that while the event was positive, disruptions were expected due to the length of time since the last forum. Recommendations for future events included stricter structuring, more emphasis on Q&A sessions, and addressing time constraints. The report was also to cover the progress on extended payment plans, with a new policy submitted for approval by Legal and Finance, and expected to be in place by the new financial year. This policy aimed to cap compulsory monthly costs of major works at £350 for resident leaseholders. Other ongoing works included the development of FAQs for the website, further development of team plans and duties, and continued efforts to link up services with other teams to ensure leaseholder needs are considered. The report was also to provide an update on progress against the eight areas of improvement identified in the Cllr Slater report, including collaboration between Major Repairs and Leaseholder Services, quality assurance of works, contractor accountability, the introduction of a CRM, improved accessibility and transparency of communications and invoices, website improvements, annual audits of best practice, the role of a Cllr representative, and online information about team roles and responsibilities. Finally, the report was to address subletting, outlining that while Camden leases allow leaseholders to rent out their properties with permission, short-term lets such as Airbnb are banned. The report was to detail how Camden enforces these regulations, noting that while systematic checks are not conducted due to cost, reports of subletting are investigated.

Repairs

A discussion was scheduled regarding repairs, focusing on the process when a leaseholder's flat is damaged by the actions of another resident. This would cover access, repairs, and insurance claims. The report pack indicated that the online repairs portal, Maidtech, was being developed, allowing leaseholders to report communal repairs. Issues with missing addresses were being addressed, and feedback on the portal was welcomed. The report was also to discuss contractor identification, with contractors required to wear Camden-branded clothing and carry ID, and advice for residents not to grant access without it. The ongoing exploration of a verification system for residents to confirm contractor legitimacy was also to be mentioned. The report was to address damage caused by contractors or neighbours, confirming that contractors are liable for damage caused during works and that Camden takes responsibility. Leaseholders' concerns about difficulties in pursuing redress were to be noted, with a commitment to improving guidance, including a potential flowchart for reporting and escalation routes. The report was also to cover lift breakdowns, with 95% repaired within 4 hours, and the provision of twice-daily updates to residents, with consideration given to more frequent notifications.

Dates of Leaseholder Forum Meetings 2026/27

The meeting was scheduled to agree the dates for Leaseholder Forum meetings for the 2026/27 municipal year. Tuesday 2 June 2026 was already agreed, with potential dates for Wednesday 23 September 2026, Tuesday 8 December 2026, and Monday 22 March 2027. Dates for 2027/28, including Tuesday 1 June 2027, were also to be considered.