The Living in Hackney Scrutiny Commission was scheduled to discuss services for leaseholders, freeholders, and shared owners, and to receive an update on the review of community halls. The commission was also due to review its work programme and consider recent scrutiny reports and responses.

Services for Leaseholders, Freeholders & Shared Owners

The commission was scheduled to examine the roles, responsibilities, and obligations of the council and homeowners, as well as the support and services available to them. This discussion was considered timely due to the development of a draft Homeownership Services Charter, which aims to formally outline these roles and responsibilities. Resident feedback from the Overview & Scrutiny annual work programme survey also highlighted this as a topic of interest.

The report pack indicated that the Homeownership Services Team has undergone a restructure to improve services, with specialised teams now in place for areas such as Right to Buy & Resales, Customer Service & Disputes, Alterations, Income, Service Charges, and Leasehold Consultation & Billing. The report highlighted benefits for homeowners including better response times, accuracy of service charges, and increased transparency. Homeowner satisfaction had reportedly risen by 4% in the first year of the restructure.

Key data insights presented included the number of leaseholders (8,309), shared owners (141), and freeholders (1,310) within the council's portfolio. Performance indicators for various teams were detailed, showing fluctuations in complaint numbers, a peak in disputes coinciding with service charge invoices, and a significant increase in subletting applications. The report also noted the impact of legislative changes, such as the Leasehold and Freehold Reform Act 2024, which has altered lease extension processes and ground rent conditions. The Autumn Budget 2024 changes to the Right to Buy scheme, including a reduction in discount and the council retaining 100% of receipts, were also discussed.

The report detailed service improvements, including the development of policies and procedures in preparation for new housing management software, and data centralisation efforts to create a single version of truth for property and homeowner information. A focus on improving departmental culture and communication was also outlined, with efforts to build trust and ensure prompt responses.

A draft Homeownership Services Charter was presented, intended to set out the service homeowners can expect from the Homeownership Services Team. This charter was shaped by homeowner feedback and builds on the Service Improvement Plan 2024-2027. It outlines the council's commitments, such as providing quality customer service, clear communications, and timely repairs, and also details expectations of homeowners, including timely payment of service charges and keeping contact details updated.

Update on Community Halls Review

The commission was scheduled to receive an update on the outcomes of the Community Halls Review and follow up on suggestions for improvement made at a previous meeting. The report noted that community halls are currently underused and face challenges in improving accessibility, usage, and quality. This topic was also identified as an area of interest by residents responding to the annual work programme survey.

The update indicated that since July 2024, there has been a clearer understanding of income and usage by hall, along with condition surveys and an assessment of capital needs. A new management and compliance framework has been implemented, and active pilots are testing new operational models. Resident feedback suggests a demand for community halls as social spaces, but also confusion about access and management.

The report identified key tensions in managing community halls, including balancing access and affordability with running costs, openness with safety and compliance, local control with fairness, and social value with financial sustainability.

Pilots are underway to test new approaches, including the Napier Grove Community Hub pilot, which focuses on co-production with residents, VCSE leadership, and everyday use. Other approaches being tested include resident-led VCSE projects at New Kingshold Community Centre and plans for an affordable childcare and workspace model at Walrond Community Hall. The report also mentioned the introduction of standard management agreements and audits to address issues of exclusion and informal control.

The update outlined how the council is responding to scrutiny themes, including developing a strategic plan for the portfolio, targeted consultation, co-production, and reviewing pricing and affordability. Management and governance improvements include standardised agreements and embedded compliance measures. The report acknowledged that not all halls may be viable in their current form, necessitating a more honest portfolio conversation.

A breakdown of community hall income for 2024-25 was provided, showing a total income of £744,457.31 across numerous halls.

Scrutiny Reports, Letters & Responses

The commission was scheduled to review recent reports and letters issued by the Living in Hackney Scrutiny Commission, which outline findings and recommendations from reviews. Any responses received from the Executive or external partners to these recommendations were also to be presented. However, the report indicated that no reports or letters had been finalised, nor had any responses been received since the last formal meeting.

Scrutiny Actions Tracker

The commission was to review its actions tracker, which compiles agreed actions from previous meetings, along with subsequent outcomes and results. This tracker is updated after each meeting and actions are removed once completed and reported. The tracker showed outstanding actions related to the Council's personalised emergency evacuation plans (PEEPS) process and a review into the use of an underspend in the Tenant Levy.

Living in Hackney Work Programme 2025/26

The work programme for the Living in Hackney Scrutiny Commission for the 2025/26 municipal year was presented for noting. This is a working document outlining proposed items for future meetings, including topics such as Homelessness & Temporary Accommodation, Housing Associations Compact Refresh, and the Housing Ombudsman's special investigation report. A request was made to add an item concerning the Council's temporary accommodation hostel visitors policy.

Minutes of the Meeting

The draft minutes of the previous Living in Hackney Scrutiny Commission meeting held on 21 January 2026 were presented for review and agreement. The minutes detailed discussions on joint social tenancies and domestic abuse, and noted the progress on the Scrutiny Action Tracker and the Work Programme.