The Housing Scrutiny Committee met on 17 April 2024 to discuss a range of housing-related issues, including the council's approach to rough sleeping, repairs and maintenance performance, and damp and mould cases. The committee also reviewed findings from the Housing Ombudsman and discussed service improvement plans.

Themed Review: Housing Options and Support - Rough Sleeping

The committee reviewed the report on rough sleeping in Waltham Forest, noting a 7% reduction in rough sleeping between 2022 and 2023. While this reduction was positive, the committee expressed concern about the increasing number of individuals sleeping rough for the first time, with a significant proportion being non-UK nationals. The report highlighted that the uplift in Local Housing Allowance rates was unlikely to significantly impact the number of people sleeping rough due to the shortfall between LHA and market rents.

The committee made several recommendations:

• Officers should continue to prioritise moving individuals through the rough sleeping pathway, supporting their return to independent accommodation within the local community.
• The Council should call on Central Government to invest in homelessness prevention, provide refugee status with appropriate notification to local authorities, and extend the notice period for evictions from asylum accommodation to 56 days.
• Officers should ensure that accommodation provided under the Severe Weather Emergency Protocol (SWEP) is utilised as an opportunity to end rough sleeping, with a clear focus on moving individuals into the wider rough sleeping pathway.
• Officers should explore ways to better publicise support services and pathways to support for those at risk of or experiencing homelessness.

Actions were agreed for officers to provide comparative rough sleeping data between boroughs and data on rough sleepers who have experienced local authority care, been in prison, or served in the armed forces.

Repairs and Maintenance Performance Update

The committee received an update on the performance of the repairs and maintenance service, delivered by contractors Morgan Sindall and Aston Group. While Aston Group continued to meet its Key Performance Indicators (KPIs), Morgan Sindall's performance in completing repairs within the target timeframe had slightly reduced, although the overall number of completed repairs had increased. The clearance of a pandemic-related backlog of work in progress (WIP) was noted as a significant achievement, with only a small number of cases remaining. Resident dissatisfaction, primarily due to the time taken to complete repairs and the quality of workmanship, was a key concern.

Improvements are being implemented, including the development of an online repairs reporting system, expected to launch by the end of 2024, and a more robust post-inspection regime for works. The committee also heard about the introduction of a complex cases repair tracker and efforts to improve the relationship and service standards with Morgan Sindall.

A recommendation was made for officers to ensure local councillors are involved with and that repairs surgeries in their wards are well publicised and accessible to all residents. Officers will report back to the committee on a review of the contract with Morgan Sindall to align it with KPIs, and the committee will be given sight of the complex case system once fully implemented.

Damp and Mould Performance Update

The report detailed the work of the Damp and Mould Task Force and the council's performance in resolving damp and mould cases. The introduction of Awaab's Law in the Social Housing Regulation Act 2023 was discussed, which will introduce more stringent timescales for landlords to investigate and fix reported health hazards. While the council is working towards these new standards, challenges such as gaining access to properties and supply chain capacity were noted as potential barriers to meeting deadlines.

The committee was informed about preventative measures being taken, including a Pan-London pilot using environmental sensors to identify high-risk properties and further surveys of properties to collect data on their condition. New service standards have been developed with contractors for critical and essential emergency repairs, including severe cases of damp and mould.

The committee noted the report, with the understanding that meeting the new, more stringent deadlines under Awaab's Law would be a significant challenge.

Complaints: Ombudsman Findings in Housing Services and Service Improvement Plans

The committee reviewed a report detailing findings from the Housing Ombudsman (HO) and the Local Government and Social Care Ombudsman (LGSCO) regarding housing services, alongside improvement plans for the council's corporate complaints service. The report highlighted an increase in upheld complaints across the sector, with Waltham Forest Council experiencing a rise in determinations. Several cases of severe maladministration were identified, relating to issues such as handling of anti-social behaviour, repairs, damp and mould, and complaint handling.

Key themes from the Ombudsman's findings included delays in responding to complaints, failure to properly investigate, poor record-keeping, and issues with contractor coordination on multi-trade repairs. The council is implementing a comprehensive improvement plan, including process redesign, quick wins to improve resident experience, a review of standards and staff training, and the procurement of a new case management system.

Councillor Ahsan Khan, Deputy Leader (Housing and Regeneration), informed the committee that a session had been organised for all councillors on ombudsman reports and complaint handling. The committee noted the report and requested officers to provide data on the length of time it takes to resolve cases.

Committee Action Tracker and Forward Plan

The committee reviewed the Action Tracker and noted the responses received. Ms Emily Wood, Scrutiny Officer, invited councillors to suggest items for the Forward Plan for the next municipal year. The Chair thanked the committee, officers, and portfolio holders for their work over the past year.

The meeting closed at 9.41 pm.