Councillor Sarah Williams, Cabinet Member for Housing and Planning (Deputy Leader), approved the repurposing of the Customer Services space within Tottenham Green Leisure Centre to create a dedicated Homelessness Prevention Hub. The decision also formalised the consolidation of Customer Services operations at the Wood Green Customer Services Centre and approved the creation of a new back-office workspace adjacent to the Hub.

Repurpose Customer Services Space for Homelessness Prevention Hub

The primary focus of the meeting was the approval to repurpose the Customer Services space at Tottenham Green Leisure Centre to establish a Homelessness Prevention Hub. This decision was made to ensure compliance with the Homelessness Code of Guidance, which mandates that local housing authorities provide face-to-face interviews for homelessness assessments. The report highlighted that the demand for Housing Needs services is concentrated in the east of the borough, making Tottenham Green an ideal location for proximity to users.

The repurposing of the space is expected to improve the experience for residents facing homelessness, offering them an in-person, appointment-based assessment space. This will also facilitate the co-location of a voluntary sector advice and advocacy service, creating a single, accessible point for residents to receive housing assessments and specialist advice. This integrated approach aims to enhance partnership working and deliver a more coordinated, resident-focused service. The existing infrastructure of the Customer Services space means minimal capital works are required, limiting costs and disruption.

A key part of the decision also involved formalising the consolidation of the Customer Services operation at the Wood Green Customer Services Centre. This move is intended to create a more resilient service model, particularly during times of financial strain, by leveraging economies of scale and ensuring more consistent service levels. Historically, the Wood Green site has experienced higher footfall than the Marcus Garvey Library/Tottenham Green Customer Services site due to its central location and better public transport links. The report noted that a temporary closure of the Marcus Garvey Customer Services in October 2025 had already demonstrated the benefits of this consolidation, with footfall transferring to Wood Green with minimal disruption and reduced wait times.

The report also detailed the financial implications, with an estimated cost of £338,186 to implement the recommended option, to be met by the Corporate Property Budget. It was noted that the construction of a back-office space within Tottenham Green Leisure Centre would reduce the available space for gym extension, potentially impacting annual income generation by approximately £225,000, a factor that had been discussed and agreed by the Strategic Capital Board.

The decision was supported by an Equality Impact Assessment (EQIA) which indicated that the creation of the Hub is likely to have a positive impact on residents disproportionately affected by homelessness, including those from Black or Other ethnic backgrounds, children and young adults, and those on low incomes. The location in Tottenham Green was identified as beneficial for residents in the east of the borough, where the greatest proportion of those threatened with or experiencing homelessness reside. However, the EQIA also acknowledged potential barriers for residents in the west of the borough compared to a more central location, with mitigating actions such as home visits, digital, outreach, and remote service offers planned to address this. The consolidation of Customer Services at Wood Green was also assessed, with mitigations including improving the accessibility of the telephone service and enhancing the digital offer.

The decision aligns with the council's Corporate Delivery Plan 2024-2026 commitment to developing a new Homelessness Strategy, and the principles of the Haringey Deal, aiming to make resident interactions with the council easier and more supportive. It also contributes to the Haringey Borough Vision 2035 goal of ensuring safe and affordable housing. The environmental impact was considered, with a focus on reusing existing facilities and furniture to minimise waste and embodied carbon.