The Housing and Environment Scrutiny Panel met to discuss the council's response to the Regulator of Social Housing's (RSH) inspection, focusing on the Provider Improvement Strategy and Plan. Key discussions revolved around improving safety and quality in housing stock, enhancing transparency and resident engagement, and strengthening governance and assurance processes.

Provider Improvement Strategy and Plan

The panel received a comprehensive update on the council's Provider Improvement Strategy and Plan, which is the council's response to a C2 grading from the Regulator of Social Housing (RSH) following an inspection in summer 2025. James Smith, Head of Housing and Environment Strategy, Performance and Improvement, explained that the strategy aims to address weaknesses identified in the Safety and Quality, and Transparency, Influence and Accountability consumer standards. The Provider Improvement Plan outlines specific actions to achieve a C1 grading and ensure sustained compliance.

Rukshan Kariyawasam, Head of Housing Assets and Capital Investment, detailed progress on safety and quality, including a 90% completion rate for stock condition surveys and significant reductions in outstanding fire and electrical safety remedial actions. Chris Shoubridge, Assistant Director for Landlord Services, outlined improvements in transparency, influence, and accountability, such as upgraded phone systems, the establishment of a new repairs diagnostic centre, and enhanced resident engagement initiatives. James Smith also presented on the cross-cutting elements of performance and complaints, highlighting efforts to improve data quality, reporting consistency, and the effectiveness of resident scrutiny.

Councillor Rowan raised concerns about communication gaps with younger residents and vulnerable tenants. Chris Shoubridge explained the council's efforts to gather more comprehensive data on household needs, including support and reasonable adjustment requirements, through resident censuses and targeted outreach. Councillor Rowan also questioned the sustainability of the improvements, given a previous slip in performance. Officers acknowledged that the improvement journey would be bumpy but stated that robust oversight, performance management, and scrutiny mechanisms were in place to identify and address slippage early.

Councillor Susan Moss inquired about leaseholder engagement, and it was explained that while the RSH inspection focused on tenants, the council was developing a new model for leaseholder engagement, including a dedicated role to support a leaseholder engagement group. Councillor Walkley raised concerns about the balance between permanent staff and outsourcing, and the capacity and experience of the workforce. Officers confirmed that while recruitment remained challenging, progress had been made in reducing agency staff and establishing a more settled senior structure. They also highlighted internal training and apprenticeship programmes to grow skills within the council.

Councillor Joy asked about the impact of potential revisions to the RSH's Transparency, Influence and Accountability Standards, and officers confirmed they were closely monitoring these changes and working towards a C1 grading. Councillor Rice praised the estate action days, particularly on the Racecourse Estate, and asked about collective resident engagement. It was noted that the council runs Housing and New Events twice a year, bringing residents together from different parts of the borough.

Councillor Douglas raised questions about the difference between decency standards and Net Present Value (NPV), and the complexity of the NPV model was explained, incorporating repairs data, stock condition, and social indicators. The discussion also touched upon the challenges of achieving the Decent Homes Standard by 2035, particularly regarding mould, and the council's success in securing grant funding for social housing decarbonisation. Councillor Douglas also highlighted the issue of delayed repairs and the potential for proactive maintenance to save costs in the long term, referencing a concerning case of subsidence on the Racecourse Estate. Officers explained that structural work is often reactive but that a dedicated structural engineer is in place, and efforts are being made to break down silos between reactive repairs and major works.

Councillor Joy inquired about the success measures for the new Repairs Diagnostic Centre, and officers committed to providing a set of detailed measures. Councillor Walkley raised concerns about the cost of repairs for leaseholders compared to doing the work themselves, and it was explained that for communal repairs over £250, leaseholders are consulted, and for day-to-day repairs, they would contact the same centre as tenants.

The panel discussed potential recommendations for their final report, with a strong emphasis on increasing leaseholder engagement, as leaseholders felt unheard during the RSH inspection. Lighting issues in communal buildings were also highlighted as a recurring concern requiring greater accountability. The panel agreed to work on the wording of recommendations and to consider further topics for future meetings, including contractor performance and environmental issues such as rubbish and recycling collection changes. A site visit to the new Repairs Diagnostic Centre was also proposed.

The meeting concluded with thanks to the officers for their comprehensive reports and presentations.