The Housing & Regeneration Scrutiny Sub Committee met to discuss resident engagement with Sanctuary Housing and receive an update on the Housing Capital Works Investment Programme. Key issues raised included persistent problems with heating, hot water, and lift repairs for Sanctuary Housing residents, alongside a significant investment programme for council housing stock improvements.

Spotlight: Resident Engagement - Sanctuary Housing

The committee heard from residents and representatives from Sanctuary Housing regarding ongoing issues with repairs, particularly concerning heating, hot water, and lift maintenance. Zainab and Mumtaj Begum, residents of Sanctuary Housing, highlighted persistent problems with a shared boiler since 2020, leading to frequent loss of hot water and heating, even during winter months. They also raised concerns about being charged for services when these amenities were unavailable. Mumtaj Begum also pointed out issues with lighting in the top floor of her building and problems with a back gate being obstructed by parked cars. Jakob Kiani, another resident, spoke about ongoing lift issues at 99 Blackwall Way and expressed frustration with the complaints process.

Mark Vaughan, Interim Regional Director for London at Sanctuary Housing, acknowledged the issues and stated that the organisation was committed to improving communication and addressing these areas. He mentioned that Sanctuary manages a high volume of repairs and has a strong focus on safety and quick responses, with performance remaining broadly stable. However, he recognised ongoing issues with communication on follow-up works and no-access cases. Sanctuary is looking into introducing flexibility for weekend services and extending their offering.

Councillor Asma Islam raised several questions regarding Sanctuary's lift repair service contract, asking if it was fit for purpose and if systematic failures were acknowledged. She also questioned why residents were not automatically compensated for the loss of amenities and the lack of service charge refunds. Councillor Islam also raised concerns about allegations of anti-social behaviour and drug dealing on Campbell Road and enquired about Sanctuary's actions to ensure resident safety. She further questioned Sanctuary's progress on fire safety remediation works at Polydermis Close, noting that a contractor had not completed the works after 18 months.

In response, Mark Vaughan explained that Sanctuary had identified a high number of repairs following the handover from Swan Homes and had developed a programme of remedial works for lifts over the past 12 months. He stated that all lifts owned by Sanctuary in Tower Hamlets had undergone a dilapidation report and were now on a regular service plan. A new contractor had been brought in, and where further works were identified, they were in the process of being planned and carried out. He also noted a 50% reduction in lift repair volumes over the last year.

Jackie King, from Sanctuary Housing, addressed the heating and hot water issues, stating that colleagues were going to meet with residents individually. She acknowledged the need to address lighting and parking issues urgently and mentioned that new signage had been put up regarding parking.

Regarding the Campbell Road allegations, Jackie King stated that Sanctuary had recently been made aware of the situation, had addressed an insecure door, and had conducted a walkabout with the police and community safety officers. They had also reached out to the Tower Hamlets drug and ASB team for additional patrols.

On the Polydermis Close fire safety works, Jackie King stated she was not aware of that particular case and would submit a written response.

Councillor Mohammad Chowdhury asked about the stock size managed by Sanctuary in Tower Hamlets, the difference between internal and external contractor performance, and improvements to resident communication. Karen Swift, Director of Housing Strategy, Policy and Regulatory Assurance, stated that Sanctuary manages 1,700 social housing properties in Tower Hamlets, which are legacy Swan properties. Michelle, from Sanctuary, explained that external contractors handle specialist elements like lifts, and are held to higher performance standards, which can lead to more reported failures. She acknowledged that responses to residents and councillors could be slow and committed to improving this, noting a dedicated MP and councillors' inquiry inbox.

Councillor Iqbal Hossain asked about the process for appointing energy providers and the clauses in contracts regarding heating and hot water failures. Mark Vaughan explained that the current heating and hot water contract would have come over from Swan, and for new procurements, Sanctuary would work through their procurement team, with some form of resident engagement. He could not provide specific details on the existing contract clauses.

Councillor Ahmodur Khan, Chair, asked about the number of follow-on jobs in emergency repairs and the accuracy of data from external contractors. Vishal Mehdad, from Sanctuary, explained that emergency repairs are initially a make safe operation, with follow-on work for the actual fix. He also addressed issues with classification of cases, stating that retraining had been implemented.

Regarding the boiler issues affecting four buildings, Zainab confirmed that all residents in the affected blocks were impacted, and that the problem often occurred during winter. Mark Vaughan apologised for the ongoing issues and committed to investigating the heating and hot water system failures to find a permanent solution.

Housing Capital Works Investment Programme Update

Steve Platt, Director of Housing Property and Assets, and Nahim Ruhi Khan, Interim Head of Capital Delivery, presented an update on the Housing Capital Programme. The council has approved a £609 million investment over 10 years, with £500 million dedicated to housing decency and building safety. This programme aims to address known issues such as roof renewals, new windows, concrete repairs, lift replacements, and fire safety improvements.

Councillor Asma Islam questioned if the £609 million was sufficient to address current issues and bring homes up to the decency standard. Steve Platt confirmed they believed it was adequate, but that it would be spread across building safety and decency, and that contracts would need to be put in place. He indicated that work would realistically start in 2028, with procurement taking approximately 24 months.

Councillor Ahmodul Kabir raised concerns about internal capacity and capacity gaps, particularly given the intensive design and scoping requirements under the Building Safety Act. Steve Platt explained that the capital team had reduced over the years and they were increasing capacity by appointing a permanent head of capital delivery and restructuring teams. They would also use external consultancy support, with £20 million allocated for consultancy services.

Councillor Susanna Kow asked about social value opportunities and how residents could be involved. Steve Platt explained that social value would be a key part of the procurement process, with contractors required to offer apprenticeships and employment for local people. This would be measured as part of contract management.

Councillor Mohammad Chowdhury asked how the council would demonstrate better value for money from the SEC and interim framework compared to previous arrangements, and how leaseholder consultation requirements would be managed to avoid delays. Steve Platt explained that the SEC and the 10-year contracts were separate. The SEC would be used for competitions to prove value for money, while the 10-year contracts would be measured on cost and quality. He also stated that resident consultation would happen early in the process to ensure leaseholders were aware of proposals before Section 20 consultations.

Councillor Asma Islam raised concerns about the 10-year contracts, asking about measures to ensure they were beneficial and why a 10-year contract was chosen over a shorter one. Steve Platt clarified that the contracts were for 4+3+3 years, with extensions dependent on performance. He also mentioned that the council was not beholden to these contracts and could procure work outside of them if necessary.

Councillor Susanna Kow asked about how residents would be involved in prioritising major works and monitoring progress. Steve Platt stated that resident engagement would start early in the scheme consultation process, and that a digital map would be introduced to show residents the progress of major works.

Councillor Ahmodul Kabir asked about opt-out options for leaseholders from the programme and how communication would be managed to set expectations. Steve Platt clarified that kitchens and bathrooms would not be done for leaseholders as they were within their demise, but communal works like windows and roofs would be undertaken. He stressed the importance of early and transparent communication with leaseholders.

Councillor Asma Islam asked about the communication strategy for residents regarding new bathrooms and kitchens, ensuring expectations were managed. Steve Platt acknowledged the importance of clear communication and stated that work would only be done where properties did not meet decent home standards.

The meeting concluded with thanks to the officers and guests for their contributions.