The Housing Assurance Board met on Monday 13 April 2026 to discuss a range of housing-related issues, including performance reports, the housing improvement programme, and specific deep dives into aids and adaptations, allocations and lettings, and complaints. Key discussions focused on improving the efficiency of the aids and adaptations service, addressing the high demand for social housing, and enhancing the council's complaints handling processes.

Housing Overview Report and Performance Report

The Board received updates on the operational performance of Housing Services, noting steady improvements in Tenant Satisfaction Measures (TSMs), particularly in repairs and maintenance. However, concerns were raised regarding staff sickness levels, the pace of the NEC programme, void numbers, and the high number of disrepair cases. The report highlighted successes in call handling for the Repairs Contact Centre, with significantly reduced wait times and improved answer rates. Compliance with gas and electrical safety checks was also noted as improving. The Board was informed that the council was preparing for a regulatory inspection, focusing on understanding its housing stock and tenants, and how this information informs decision-making.

Housing Improvement Programme

The Housing Improvement Programme was discussed, with a focus on addressing areas of concern such as complaints and voids. Plans were in place to tackle these issues, with deep dives into specific areas to provide further details. The Board was also updated on the progress of the Repairs Service Improvement Plan, which aims to address issues related to roofing, drainage, and contract management over the next three years.

Aids and Adaptations

A significant portion of the meeting was dedicated to the Aids and Adaptations service, which aims to help tenants with disabilities access appropriate services to live independently. The report highlighted the commitment to providing services that support independent living, with a Major Adaptations Team comprising council and NHS staff. The pathway to major adaptations involves assessment by Occupational Therapists, with recommendations made to the Major Aids and Adaptations Team. The service faces challenges with contractor capacity and a lack of contracts for equipment-related adaptations, leading to backlogs and delays. The council is undertaking a procurement exercise to increase its supply chain and is exploring options to improve communication with residents about the service. The financial implications were also discussed, with a significant budget allocated to adaptations, and the potential to increase it if fully committed.

Allocations and Lettings

The Board received information on allocations and lettings, focusing on the Tenancy Standard and the Allocations Scheme. The council's policy aims to allocate and let homes in a fair and transparent manner, taking into account the needs of current and prospective tenants. The Allocations Scheme prioritises housing need, including medical circumstances, and has seen changes such as a longer residency criteria and greater priority for Care Leavers. The Lettings Plan for 2025/26 committed to allocating 80% of social housing properties to those in Temporary Accommodation, and by February 2026, 708 properties had been let, with a significant proportion allocated to homelessness cases and care leavers. The high number of care leavers receiving allocations was noted as a particular point of discussion.

Complaints Update

The Board received an update on the Complaints Service, noting a 26% increase in stage one complaints received by landlord service areas. While improvements were being made in managing complaints within Housing Ombudsman timescales, the volume of complaints, particularly those related to repairs, had impacted performance. A Complaints Improvement Plan for 2026/2027 includes stabilising the team through permanent recruitment, improving skills through training, launching a housing complaints and compensation policy, and moving stage two complaints handling within housing. The report also detailed lessons learned from deep dives into responsive repairs and housing management, identifying themes such as poor appointment management, internal communication, and complaints handling. Two findings of Severe Maladministration were noted, though these related to historical issues, and improvements in repairs management have since been made.

Forward Plan

The Board reviewed the Forward Plan, with discussions on future agenda items including estate services, safeguarding, and performance and competency. The Chair proposed that a Status on a Page (SOAP) update be provided for Heat Networks, Resident PEEPs, and Aids and Adaptations at future meetings. A 12-month forward plan for future meetings was also suggested.

Any Other Business

The Chair thanked the Interim Chief Executive for her contributions to the Board. Yaw Boateng, a long-serving member, was also acknowledged for his professionalism and contributions, as he was moving on. The Board noted the increasing number of local authorities establishing similar housing assurance boards.

The meeting concluded with a discussion on the importance of continuing to improve governance and work. The Board agreed to undertake four deep dives at the next meeting. A request for a management family tree was also recorded.