The Housing Scrutiny Sub-Committee is scheduled to meet on Thursday 15 January 2026 to discuss preparations for new legislation, the performance of housing services, and the council's work programme. Key topics include the implementation of Awaab's Law, an annual report on housing services complaints, and the committee's future plans.

Awaab's Law and Preparatory Work

The committee is set to review the preparatory work undertaken by the council for the implementation of Awaab's Law, officially known as the Hazards in Social Housing (Prescribed Requirements) (England) Regulations 2025. This legislation, which came into effect on 27 October 2025, mandates social landlords to investigate and rectify dangerous damp and mould within specified timeframes, and to address all emergency hazards within 24 hours. The report outlines the requirements of the law, which is being introduced in three phases, and details the council's preparations, including the establishment of an Awaab's Law Readiness Group and eight active workstreams covering technology, training, policy, and communication. The report also provides an initial snapshot of performance three weeks after the legislation went live, noting that 94.19% of investigations and safety works were completed within the required timescales, though access issues and system interfacing have impacted some deadlines. The financial implications are also considered, with an estimated increase in expenditure on damp and mould repairs of between 10% and 40%.¹

Housing Services Complaints Annual Performance Report

A significant item on the agenda is the Housing Services Complaints Annual Report for 2024-2025. This report is a mandatory requirement following the introduction of the Housing Ombudsman Service's new Complaint Handling Code. It details the complaints received and how they were handled through the council's corporate complaints process, offering insights into performance monitoring, service quality improvement, and lessons learned. The report indicates a decrease in the total number of formal complaints from 4,711 in 2023/2024 to 4,078 in 2024/2025. However, there was a notable increase in Stage 2 complaints (final review), which more than doubled from 508 to 1,342. The report highlights key themes from complaints, including delays and inaction, communication issues, and service quality concerns, and outlines performance improvements such as improved timeliness in complaint responses and contractor accountability. The report also includes an action plan addressing recommendations from the Housing Ombudsman.

Work Programme

The committee will also review its work programme for the upcoming period. This includes confirming agenda items for future meetings, such as revisiting proposals for a new housing call centre model, reviewing the Housing Services Complaints Annual Performance Report, and examining Awaab's Law and its implementation. The report outlines the committee's terms of reference, which cover a broad range of housing-related issues including housing needs, homelessness, home ownership, repairs, building safety, and sustainability. The work programme is designed to ensure scrutiny of matters considered to be a priority by members, facilitate the commissioning of reports, and ensure timely consideration of issues.

Update on Housing Call Centre Proposals

An update on the proposals for a new model for the Housing Call Centre is scheduled for discussion. This item aims to brief the committee on the developing proposals, outline major changes and their impact on service improvement for residents, and allow members to contribute to the ongoing development of these proposals. This is a revisit of a previous discussion, with officers expected to provide an update on key risks, dependencies, career progression opportunities for call centre staff, key performance indicators, and workforce structure.