The Housing Assurance Board met on Monday 13 July 2026 to discuss a range of housing-related issues, including operational performance, repairs and maintenance, sickness absence, workforce development, and resident data. Key decisions included noting the progress on the Housing Improvement Programme, the ongoing work to address sickness absence, and the strategies for improving resident data collection.

Housing Overview Report and Performance

The Board received an update on the operational performance of Housing Services, noting steady improvements in Tenant Satisfaction Measures (TSMs), particularly in relation to overall satisfaction, repairs, and communal area maintenance. However, concerns were raised regarding gas compliance, void turnaround times, and the handling of complaints and member enquiries, which remain outside the Housing Ombudsman's Code. The report also highlighted the ongoing work to prepare for a regulatory inspection, anticipated in Q3 of the financial year 2026/2027, with the Council engaging with other authorities for best practice.

Repairs and Maintenance

A detailed update was provided on the repairs service, highlighting improvements in first-time fix rates and a reduction in out-of-time jobs. A Repairs Blueprint has been developed as an action plan for the next three years, focusing on modernising delivery, improving customer experience, and reducing revenue spend. The Board heard about efforts to strengthen the approach to leaks, including improved contractor procedures and the development of a leak dashboard. Work is also underway to address legal disrepair cases, with a focus on proactive measures and reducing the backlog of works. The use of drones for inspecting at-height elements like balconies was also discussed as a potential cost-saving and safety measure.

Sickness and HR Issues

The Board was presented with a report on sickness absence within the Housing Directorate, noting that rates were higher than the London average, particularly in housing services. Significant progress has been made in reducing long-term sickness absence, with a reduction from 16 employees absent for over 100 days in January 2026 to just four by the end of May 2026. The project is now focusing on persistent short-term sickness. The report also detailed work on strengthening workforce capability, professional standards, and organisational resilience, including a focus on competency-based recruitment and the implementation of a new Customer First training programme. Challenges remain in recruiting and retaining staff, particularly in specialist roles, and in managing the impact of frequent short-term absences.

Knowing Our Residents

The Board received an update on the progress made in collecting and utilising resident information. The Housing Directorate has improved data collection through system changes, staff training, and targeted events, now holding over 63% of core data. This information is being used to tailor services, prioritise repairs, identify potential fraud, and inform fire risk assessments. A Data That Makes a Difference campaign is being developed to reinforce the importance of shared responsibility for data accuracy and use across all services.

Forward Plan

The Board discussed the forward plan for future deep dives and standard updates. Proposed topics for future meetings include estate management, caretaking, garages, third-party assurance, and self-assessments against the Housing Ombudsman's Complaints Handling Code and the Consumer Standards. The plan will now be extended to a 12-month rolling schedule to ensure continuous monitoring of improvement journeys.

Other Business

The meeting concluded with thanks to Elaine Jackson, the Interim Chief Executive, who was departing her role. The Chair acknowledged her support and the positive impact she had made. The Board also noted the growing influence of Croydon's Housing Assurance Board model, with other councils adopting similar structures.