The Housing and Homelessness Policy and Accountability Committee met on Wednesday 5 November 2025 to discuss tenant satisfaction measures and the upcoming Family Housing Strategy. Key decisions included noting the improved tenant satisfaction scores and the progress on the Family Housing Strategy, which aims to increase the supply of family-sized homes in the borough.

Tenant Satisfaction Measures

The committee received an update on the 2024/25 Tenant Satisfaction Measures (TSMs). Richard Shwe, Director of Housing, presented the findings, highlighting significant improvements across most perception measures. Overall satisfaction with the landlord's service increased from 49.9% to 62.7%, and satisfaction with the landlord listening to tenant views rose by 40.4% to 62.5%. These improvements were attributed to a shift towards more face-to-face surveys, a focus on improving repairs quality and communication, and a proactive approach to damp and mould reduction.

John Hayden, Assistant Director of Repairs, elaborated on the operational changes that contributed to these gains. He emphasised the focus on the quality of repairs and direct communication with residents about their concerns. The introduction of a Direct Labour Organisation (DLO) for certain repairs and improved contractor management were also cited as key factors.

Councillor Adronie Alford, Shadow Cabinet Member for Housing and Homelessness, questioned the slight decline in satisfaction with complaint handling (TP09) and the increase in homes not meeting the Decent Homes Standard (RP01). Richard Shwe explained that the decrease in complaint satisfaction was partly due to managing residents' expectations more effectively, as clearer policies were now in place. The increase in non-decent homes was attributed to a comprehensive stock condition survey programme that identified issues previously not recorded.

The committee also discussed the benchmarking data, which indicated that Hammersmith and Fulham were performing well compared to other London boroughs in several areas, including well-maintained homes (TP04) and treating residents fairly and with respect (TP08).

Family Housing Strategy

The committee was updated on the upcoming Family Housing Strategy, presented by Richard Shwe and John Hayden. The strategy aims to address the acute demand for genuinely affordable rented family housing in the borough. As of October 2025, 849 households were on the housing register seeking a three-bedroom home, with 309 of these experiencing homelessness.

The strategy outlines seven key actions:

1. Ensuring the need for family accommodation is strongly featured in the new housing strategy and local plan.
2. Developing a campaign to promote and incentivise downsizing to free up larger family homes.
3. Exploring closer joint working with housing association partners, potentially through a Housing Compact.
4. Exploring the business case for establishing a Council-owned Housing Company to grow the supply of family homes.
5. Maximising the development of family housing for both rented and intermediate provision within current development activities.
6. Undertaking a scoping exercise to identify sites for family housing development opportunities.
7. Prioritising acquisition opportunities that offer the greatest quantum of family-sized homes.

Councillor Adronie Alford raised concerns about the potential impact of the Mayor of London's plans on the council's ability to prioritise family housing and questioned the management of the proposed Housing Company. Councillor Frances Umeh, Cabinet Member for Housing and Homelessness, assured the committee that there was alignment with the Mayor's goals regarding affordable family accommodation and that the Housing Company would operate with robust governance.

Discussions also touched upon the challenges of encouraging downsizing, the need for attractive incentives, and the importance of working with housing associations to increase the supply of family homes. The committee heard that the council was proactively identifying under-occupied homes and engaging with residents to discuss downsizing options.

Councillor Asif Siddique, Deputy Cabinet Member for Older People, inquired about the status and timetable for the Housing Company's business plan and the safeguards in place to protect the Housing Revenue Account (HRA) from its risks. Richard Shwe explained that as Director of Housing, he was not involved in the Housing Company's governance due to potential conflicts of interest, but that robust business plans and governance structures would be in place.

The committee also discussed the issue of voids, with 114 properties currently vacant. While most were minor voids with quick turnaround times, 38 were major voids requiring significant repair. The council is working to reduce the number of long-term voids, particularly those predating 2023.

Councillor Jacolyn Daly, Chair of the Housing and Homelessness Policy and Accountability Committee, highlighted the need for a clear process for residents considering downsizing and asked if the council was proactive in identifying under-occupied homes. Richard Shwe confirmed that the council profiles under-occupying households and that efforts were being made to make downsizing more attractive and accessible.

The committee also discussed the importance of independent living for older residents and the need to reframe sheltered housing to reflect a more modern, independent living approach with engaging activities.

Future Meetings

The committee noted that the next meeting would be held on 3 February 2026, with a further meeting scheduled for 20 April 2026. Councillor Daly proposed adding an item on how we are living to the agenda for the February meeting, to include resident voices from newer estates.