The Housing Management (Cabinet) Sub-Committee of Tower Hamlets Council met on Wednesday 24 September 2025 to approve a suite of six Landlord Health and Safety Compliance Policies, a new Housing Complaints Compensation Policy, and a revised Rent Collection Policy. The committee also reviewed the 'Your Voice, Our Action: Safe Homes, Great Services' programme highlight report and the Housing Management Performance and Compliance Report.

Approval of Landlord Health and Safety Compliance Policies

The committee formally approved six Landlord Health and Safety Compliance Policies: Gas and Heating, Fire Safety, Electrical Safety, Water Hygiene, Asbestos, and Lift Safety. These policies are designed to strengthen governance, ensure regulatory compliance, and improve resident safety across the council's housing stock. They have been updated to reflect the latest regulations, including the Social Housing Regulation Act 2023, and have incorporated resident feedback. The policies outline the council's legal obligations, approach, and define roles and responsibilities for managing these critical safety areas.

During the discussion on these policies, a significant amount of time was dedicated to the issue of lift safety, particularly concerning frequent breakdowns in some blocks. Darren Cruice, Head of Asset Management and Compliance, explained that while regular inspections and servicing are conducted, the age of some lifts contributes to breakdowns. He also highlighted that in some cases, like at Angelia Court, the issues are linked to the building's sewage system running within the lift shafts, requiring significant investment to address. The council is working on a capital programme for lift renewals, but this will take several years. Mayor Lutfur Rahman raised concerns about the due diligence undertaken when purchasing properties and the potential for design flaws to reoccur. Discussions also touched upon exploring planning enforcement powers and potential liability of developers like Canary Wharf Group. The council committed to investigating these issues further and exploring options for permanent rectification and potential goodwill gestures for affected residents.

Approval of Housing Complaints Compensation Policy

The committee approved the new Housing Complaints Compensation Policy 2025-2028. This policy establishes a clear framework for compensating tenants and leaseholders when service failures occur, aligning with the Housing Ombudsman's Complaint Handling Code and revised compensation levels. The policy covers statutory, discretionary, and quantifiable loss payments, with a maximum discretionary compensation of £3,000 per case, though the Housing Ombudsman can award higher amounts based on severity. The policy was developed with resident input, with 90% of respondents preferring online information about claiming compensation. It was noted that compensation payments may be offset against rent or service charge arrears, except in exceptional circumstances.

Approval of Rent Collection Policy

The Rent Collection Policy was approved, outlining a structured and compassionate approach to rent collection. The policy prioritises early intervention, financial inclusion, and tenancy sustainment, aiming to maximise income while minimising evictions. It details the use of automated systems and dedicated teams for early intervention, signposting to support services, and making applications for benefits and grants. Eviction is considered a last resort. The policy also addresses the management of former tenant arrears and the process for debt write-offs. The current rent collection rate was reported as 99%, with approximately £3.3 million in outstanding debt, including former tenant arrears. The council highlighted its sector-leading performance in London for income collection.

'Your Voice, Our Action: Safe Homes, Great Services' Programme Highlight Report

The committee received an update on the 'Your Voice, Our Action: Safe Homes, Great Services' programme, which aims to improve housing management services by focusing on resident feedback, safety, and compliance. The report highlighted key achievements, including high satisfaction rates with the repairs service, a 50% reduction in overdue fire risk actions, and improved void turnaround times. The programme is being reviewed and amended based on new insights, with a reprioritisation of deliverables and the introduction of new workstreams for Resident Engagement and Policies and Procedures. The Governance workstream is proposed for closure due to successful completion.

Housing Management Performance and Compliance Report

The committee reviewed the Housing Management Performance and Compliance Report for May 2025. While some areas showed positive trends, such as repairs satisfaction and void turnaround times, several key performance indicators (KPIs) were not meeting targets. These included call answering times for the Housing Service Centre, Stage 1 complaint response times, and rent collection rates. The report detailed the reasons for underperformance, such as staffing and IT issues in the Housing Service Centre, and technical problems affecting rent collection. Mitigation actions and revised timelines were outlined for each area requiring improvement. Specific concerns were raised regarding overdue fire risk actions, lift safety inspections, and domestic electrical inspections, with plans in place to address these.

Forward Plan

The committee agreed to the proposed Forward Plan for future meetings, which includes standard agenda items such as the Tenants' Voice Report, Housing & Regeneration Scrutiny Sub-Committee Report, Housing Management Strategic Risks, Performance and Compliance reports, and Policy Plan & Approvals. Future items for consideration include the Asset Management Strategy, Damp & Mould Policy, Leasehold Alterations Policy, Leasehold Major Works Recovery Policy, Data Strategy, and the Rent Collection Policy. The inclusion of the Enlargements & Adaptations proposal for November's cabinet was also noted, aiming to alleviate overcrowding.