The Housing Assurance Board met on Monday 13 April 2026 to discuss a range of housing-related issues, including the performance of housing services, the progress of the housing improvement programme, and specific deep dives into allocations and lettings, aids and adaptations, and complaints handling. Key discussions included the challenges in void turnaround times, the need for improved contractor performance for adaptations, and strategies to enhance the complaints process.

Housing Overview and Improvement Programme

The Board received updates on the operational performance of Housing Services, the Housing Improvement Programme, and the February 2026 Performance Report. While progress was noted in areas such as Tenancy Support and the GLA funding requirements for Regina Road, concerns were raised regarding sickness levels within the accounting department and persistent issues with void properties. The average void turnaround time has increased significantly, and a detailed improvement plan is in place to address this. The Board also reviewed inspection reports, highlighting areas of strength and potential weakness.

Allocations and Lettings

A significant portion of the meeting was dedicated to allocations and lettings, with a particular focus on the high number of properties allocated to care leavers. While this is attributed to the increase in unaccompanied minors arriving in the borough, the Board sought to understand how this compares to other London boroughs and how it impacts the overall allocation strategy. The Council's Lettings Plan for 2025/26 aimed to allocate 80% of social housing to those in temporary accommodation, and by February 2026, 708 properties had been let, with 101 going to care leavers. Discussions also touched upon the need for one-bedroom and studio flats to support under-occupation strategies and the potential clash with the needs of care leavers.

Aids and Adaptations

The Board reviewed the housing adaptations service, which aims to help tenants with disabilities live independently. The service faces challenges with contractor performance and a backlog in equipment-related adaptations due to a lack of a framework of specialist suppliers. A procurement exercise is planned to address this, and the Council is exploring adapting void properties to house residents requiring adaptations. The average cost of an extension for ground-floor sleeping and bathing facilities is substantial, and the Council is looking to utilise Disabled Facilities Grants more effectively. Concerns were raised about the communication of the service to residents and the need for clearer pathways for applications.

Complaints Update

The Board received an update on the complaints service, noting a substantial increase in Stage 1 complaints and an increase in the number of cases resolved within HR timescales. A significant change will see Stage 2 complaints moving from the corporate team to the housing department. While the quality of Stage 2 responses is improving, with fewer severe maladministrations, the Board noted that too many Stage 1 complaints are escalating to Stage 2. The Council is working on improving its data collection and reporting on complaints, including tracking escalation rates and lessons learned from repairs complaints. The upcoming recruitment of a new Housing Ombudsman was also mentioned.

Other Key Discussions

• Sickness Levels: High sickness levels within the accounting department were highlighted as a significant concern, impacting productivity and staff workload. The Board was assured that a detailed analysis of long-term and short-term sickness is being undertaken, with a focus on supporting staff and improving management practices.
• Estate Inspections: The process for estate inspections was discussed, with feedback indicating that while the new process is generally good, it is not always being followed consistently. Issues raised included poor communication, outdated notice boards, and insufficient notice for councillors to attend. The Board requested assurance that there is a system in place for monitoring the overall estate inspection programme.
• Data and EDI: The collection and use of data, particularly regarding vulnerability, disability, and extra support needs, were discussed. The Board emphasised the importance of collecting this data for regulatory purposes and to ensure equitable service delivery.
• Voids: The issue of void properties and the increasing turnaround time was a recurring theme. The Board was informed of efforts to improve speed and efficiency through better contractor management and a dedicated housing duty officer.
• Management Structure: A request was made for a management family tree to clarify roles and responsibilities within the department.
• Departing Members: The meeting marked the departure of Yaw Boateng, who was praised for his professionalism and writing skills. The Board also acknowledged the increasing trend of local authorities establishing housing assurance boards.