The Housing and Environment Scrutiny Panel of Ealing Council met on 13 November 2025 to discuss updates on social housing regulation, tenant satisfaction, housing complaints, and repairs and maintenance services. The panel was scheduled to review reports and data, and consider recommendations for service improvements. The meeting was held in public at Perceval House, Ealing.

Regulator for Social Housing Inspection

The panel was scheduled to receive an update on the Regulator for Social Housing (RSH) inspection process. The RSH regulates social housing landlords to ensure they are well-governed, financially viable and offer value for money, and can deliver quality homes and services for tenants.

The report pack indicated that in May 2025, the RSH notified Ealing Council of a planned inspection against the Regulatory Consumer Standards. The inspection process included several phases:

• Pre-on-site: Submission of contextual information and response to the Regulator's Scoping document.
• On-site interviews: Meetings with the Leader, Deputy Leader, Chief Executive, Senior Leadership Team, operational teams and tenants.
• Post on-site: Follow-up questions and clarifications, and virtual observation of Resident Asset Management Panel, Housing and Environment Scrutiny Panel and a Cabinet meeting.
• Assurance Gap Meeting: A meeting between the RSH and the Strategic Director for Housing and Environment and the leadership team to discuss gaps in assurance.

The report noted that an Inspection Feedback meeting was scheduled for 13 November, where the RSH would present their inspection findings and draft inspection judgement. The published judgement was expected on 26 November.

The report pack stated that in response to the inspection self-assessment and feedback from the Regulator, the council had developed an operational plan and projects to be tracked through the RTHS Board in anticipation of post judgement meetings.

Tenant Satisfaction Survey

The panel was scheduled to discuss the results of the Tenant Satisfaction Measures (TSM) survey. The TSMs are a set of 12 measures set by the RSH which form part of their Transparency, Influence and Accountability (TIA) Consumer Standard. These surveys apply to council tenants.

The surveys are carried out monthly by The Leadership Factor (TLF). The report set out the year-to-date performance for 2025-26 and how it compares with the year end performance for 2024-25, and how the performance for 2024-25 compares with the previous year.

The 12 Tenant Satisfaction Measures are:

• Overall satisfaction
• Satisfaction with repairs
• Satisfaction with time taken to complete most recent repair
• Satisfaction that the home is well maintained
• Satisfaction that the home is safe
• Satisfaction that the landlord listens to tenant views and acts upon them
• Satisfaction that the landlord keeps tenants informed about things that matter to them
• Agreement that the landlord treats tenants fairly and with respect
• Satisfaction with the landlord's approach to handling complaints
• Satisfaction that the landlord keeps communal areas clean and well maintained
• Satisfaction that the landlord makes a positive contribution to neighbourhoods
• Satisfaction with the landlord's approach to handling anti-social behaviour

The report pack stated that for the year-to-date tenant satisfaction for 10 of the 12 measures had increased in comparison with last year. There had been a decrease in relation to satisfaction that the home is safe, which decreased by 3.5% to 63%, and a slight decrease in satisfaction that the landlord keeps communal areas clean and well maintained, which decreased 1.7% to 61.5%.

The lowest scoring measures for 2025-26 remained satisfaction with complaints handling at 23.4% and that the landlord listens to tenants at 48.9%.

The report pack stated that feedback from residents through the survey process and through resident workshops had been used to develop a TSM action plan. Examples of service improvements included:

• Implementing a phone system called Netcall for the frontline Housing Management teams.
• Working with residents to co-produce new housing service standards which have been published on the Council website and are included in a new tenant handbook.
• Working with residents to co-produce a new Vulnerability policy.
• Introducing a new satisfaction survey for all new tenants.
• Running estate action days.
• Running a series of Customer Access workshops with engaged residents to discuss the accessibility of housing services and to co-produce a customer access plan.
• Introducing transactional surveys to improve understanding of resident satisfaction with the repairs process.
• Implementing new systems for managing damp and mould cases which meet the requirements of Awaab's Law¹.

Housing Complaints Performance

The panel was scheduled to receive an overview of complaints performance relating to Ealing housing tenants and leaseholders. The report noted that in April 2024, the Complaints Handling Code became statutory.

The report pack stated that the Housing Ombudsman Service (HOS) launched a preliminary investigation into the council's complaints handling in March 2025, but closed their investigation in October 2025, noting that the landlord has demonstrated understanding of its current challenges and where things may have gone wrong in the past, and what it needs to do to address this .

The report pack stated that the council now responds to 69% of stage 1 complaints within the target timescale of 15 working days, and has consistently met and exceeded the target of responding to stage 2 complaints within the target timescale of 25 working days since June 2025.

The report also detailed improvements to service accessibility, including publicising the different ways in which residents can make a complaint, and ensuring that information about how to make complaints is available through channels other than the council website.

The report pack stated that a new Corporate Complaints Policy was published in April 2025, and a new Compensation Policy was introduced in August 2025.

Housing Repairs and Maintenance Service

The panel was scheduled to receive an update on the progress and key challenges of the housing repairs service. The update included:

• Regulatory standards and Ealing's landlord obligations
• Overview of the service
• Tenant Satisfaction Measures (TSMs) and Performance
• Disrepair, voids, damp & mould and Awaab's Law
• Planned Service Improvements

The report pack stated that responsive repairs are delivered through two main contractors, Wates and Axis Europe. There is also an in-house team, ERS, which carries out minor communal repairs, pest control and building compliance support activities.

The report pack stated that in the last financial year, 21,978 repairs were delivered across four categories: emergency, urgent, routine, and out of hours.

The report pack stated that in February 2025, there were 322 voids², and at present there are 177. In October 2025, 71 properties were let, an increase of 30% more lets than in August and September.

The report pack stated that Awaab's Law came into effect on 27 October 2025, and that the council has a current caseload of 245 damp and mould cases (down from 584 in July).

The report pack listed planned service improvements, including:

• Establishment of a new Repairs Diagnostic team.
• Expansion of resident involvement groups such as RAMPS and block champions.
• Deliver service enhancements on the council's digital programme.
• Improve customer access, tailor visits according to needs and keep residents updated as repair progresses.
• Estate focussed improvements, communal repairs given greater profile.