The Homes and Communities Scrutiny Committee met to discuss tenancy satisfaction, homelessness and housing performance in Islington. Councillors heard that overall tenant satisfaction is above the London median, but that complaints handling and asbestos management require improvement. The committee also began its scrutiny of homelessness in the borough, hearing about the financial challenges, customer journeys, and rough sleeping initiatives.

Tenancy Satisfaction Measures

The committee reviewed the Tenancy Satisfaction Measures (TSM) submission to the Regulator of Social Housing, hearing from Councillor John Wolfe, Executive Member for Homes and Neighbourhoods, that overall satisfaction among residents is at 66%, above the London median, and an improvement from the previous year.

However, two areas of concern were highlighted:

• Asbestos Management: Compliance with asbestos inspections dipped to 88%, but is now at 99.7% and expected to be fully compliant by November. The dip in performance was due to a contractor failing to deliver the expected number of inspections, but management actions have rectified this.

• Complaints Handling: Satisfaction with the landlord's approach to complaints handling is below the London median at 25%. An action plan is in place to improve response times and increase resources. Jed Young, Corporate Director Homes and Neighbourhoods, acknowledged that delays in turnaround times have driven dissatisfaction, and that the council is working to address these issues by recruiting staff and improving the digital system[^1].

  [^1]: The council's digital system was criticised for cases sitting unallocated for long periods.

Councillor Ben McMurden raised concerns about staffing levels in complaints handling, especially after a recent ombudsman report against the council. Jed Young accepted responsibility for miscalculations in resource allocation following a restructuring of the complaints service. He stated that permanent increases to staffing numbers have been made to address the backlog.

Councillor Michael O'Sullivan questioned whether the costs of complaints, including staff time and compensation, are quantified. Jed Young confirmed that they are, and that the council benchmarks well in London for disrepair cases.

Councillor Hannah McHugh, Chair of the Committee and Equalities Champion, noted that the perception of complaints handling was below the London median, and asked what more could be done to improve it. Jed Young responded that the council is working to address specific issues with the digital system and to encourage a culture of accountability across the organisation.

Councillor Wilbeck, Emanuel Wilbeck, Resident Representative, raised concerns about the 7701 complaints extension being full and calls going unanswered, and about the lack of follow-up for communal repairs reported to estate services. Officers agreed to investigate these issues.

Cassandra Flavius, Resident Observer, asked about missing questions in the case tracker system and whether this had affected the data. She also raised concerns about the lack of a joined-up complaints process across the council. Officers acknowledged that system issues had affected TSM reporting and that the connectedness of the council's complaint services was under review.

Scrutiny Review of Homelessness in Islington

The committee began its scrutiny of homelessness in Islington, focusing on temporary accommodation data for Quarter 3 of 2024/25. Councillor John Wolfe thanked the committee and officers for their work on this important topic, noting the challenges of rising rents and pressures on temporary accommodation. He highlighted the council's buyback scheme and preventative work as positive steps.

Evie Lodge, Principal Intelligence Specialist, presented data showing that private rents in Islington averaged £2,700 per month in May 2025, an 8.1% increase from the previous year. She noted that while initial homelessness assessments had decreased slightly in the last two quarters, Islington consistently had a higher rate of assessments compared to London and nearest neighbours. Although temporary accommodation numbers have increased, Islington benchmarks below the London average.

Councillor Ilkay Cinko-Oner asked for data on the number of people in temporary accommodation for more than 10 months. Ian Swift, Director of Housing Operations, agreed to provide this information at the next meeting.

Councillor Hannah McHugh asked about the significant rise in temporary accommodation from Q2 to Q3. Ian Swift attributed this to previous government policies freezing local housing allowance, the financial crisis driving domestic abuse, and a reduction in available council lettings.

Councillor Michael O'Sullivan asked about domestic violence and family breakups in temporary housing. Ian Swift responded that the council has achieved the domestic abuse household housing approach premium level of accreditation and conducts risk-based assessments in domestic abuse cases.

Councillor Heather Staff asked about people leaving temporary accommodation to return to the streets. Ian Swift acknowledged that this happens due to complex vulnerabilities, but that the council tries to locate those individuals. He also noted that the council has a quality standard for temporary accommodation and will remove individuals from properties that do not meet those standards.

Councillor O'Connor asked about private landlords serving Section 21 notices¹ and whether the council could set a cap on rents. Ian Swift responded that the government is introducing legislation to ban no-fault evictions, but that Islington Council currently has no powers to control rent levels.

Councillor Gilgan asked about women's refuge homes and domestic violence. Ian Swift responded that any person fleeing domestic abuse can approach any local authority, and that the council has a North London protocol to assist with moves across the sub-region.

Jackson Keynes, a member of the public, asked what councillors are doing to convince the government to back rent controls. Councillor John Wolfe responded that the council explores all avenues to engage with the government and supports the renters' rights bill.

Cassandra Flavius asked whether the council had looked at other countries' approaches to temporary accommodation. Ian Swift responded that the council is looking internationally and at best practice from other councils, and that the council adopts a pluralistic approach to increasing the supply of council houses.

The committee agreed that the scrutiny would include engagement with lived experience, frontline workers, and cross-sector partners.

Quarterly Housing Performance Report

The committee reviewed the Quarterly Housing Performance Report for Q4 of 2024/25. Councillor Ben McMurden asked about the impact of British safety regulation applications being at a standstill on building new council homes. Councillor John Wolfe responded that this is a problem and that the council is actively lobbying for increased capacity from the BSR.

Cassandra Flavius asked about DP19, where 100 houses to the Finsbury Park measure centre area will not be going forward. Councillor John Wolfe responded that this was a financial decision.

Work Programme 2025/26

The committee noted the work programme for 2025/26. Councillor Ilkay Cinko-Oner requested an update on the number of voids² in council properties.