Agenda item

Report attached to be supported by Cllr Arif Cabinet Member for Housing Services

The Cabinet Member for Housing Services, Councillor Arif, presented the report and accompanying appendix and provided a brief overview of performance during 2025/26. The report was taken as read.

Councillor Birchmore questioned the decision to commission Housemark to undertake reviews of the Anti-Social Behaviour (ASB) and Complaints Services rather than relying on internal review processes and sought clarification regarding the cost of the exercise.

In response, the Cabinet Member and officers advised that Housemark had been commissioned to provide an independent and objective assessment against nationally recognised housing sector standards and accreditation frameworks. Whilst internal audits and service reviews remained an important component of performance management, the external review provided additional challenge, benchmarking opportunities and independent assurance. Members were informed that a recent internal audit of the complaints service had provided a high level of assurance. The cost of the Housemark reviews was confirmed as £39,995 and the findings would support service improvements and progression towards recognised accreditation standards.

Councillor Birchmore referred to the report's reference to low-level nuisance issues being recorded as tenancy support rather than formal ASB cases and sought clarification regarding the classification process. He further asked whether reported reductions reflected genuine improvements or the reclassification of incidents.

Officers explained that a distinction was made based on whether the behaviour met the threshold for anti-social behaviour. Issues such as noise transference resulting from normal household activity would generally be addressed through tenancy support rather than enforcement action. The Committee was advised that ASB case numbers had not reduced as a consequence of reclassification and had in fact increased due to earlier case logging and improved reporting arrangements. Members were informed that the approach ensured tenants received the most appropriate response whilst allowing enforcement resources to remain focused on genuine ASB.

Councillor Birchmore sought assurance regarding the future of sheltered and extra-care housing following references within the report to a review of existing schemes.

The Cabinet Member advised that sheltered and extra-care housing provision was not under threat. The review was intended to ensure that accommodation remained suitable for meeting future demand and reflected modern standards of accessibility and independent living. Officers explained that some existing accommodation, including bedsit properties and aspects of older extra-care schemes, no longer met the expectations and needs of tenants. The review would inform future investment decisions and support the development of a modern housing offer for older residents.

Councillor Birchmore questioned whether current call-answering performance reflected an acceptable standard of service for tenants.

Officers acknowledged that performance required improvement but advised that waiting times had reduced significantly during 2026/27. Members were informed that recent performance data demonstrated continuing improvement and that the longer-term ambition was for 80% of housing calls to be answered within 60 seconds, in line with widely recognised sector standards.

Councillor Birchmore sought clarification regarding repair completion times and how they compared with other housing providers.

Officers confirmed that the reported target of 20 related to working days and was broadly consistent with performance standards used by other social landlords. Members were informed that average completion times had improved to approximately 21 working days during the first quarter of 2026/27. It was further explained that emergency repairs related to situations presenting an immediate risk to health or safety, where the priority was to make the issue safe as quickly as possible before any permanent repair could be completed.

Councillor Sheppard referred to the Council's fire safety performance and sought clarification regarding the number of outstanding high-risk fire safety actions and the timescales for completion.

Officers advised that, as of 14 August 2026, there were 74 outstanding high-risk actions. These were largely associated with supported living and sheltered housing schemes, where assessments considered resident vulnerability, independence levels and evacuation arrangements. Members were informed that remedial work was progressing and that, in a number of instances, risks had already reduced as actions were completed and reassessed.

Councillor Sheppard sought clarification regarding the reported achievement of 100% compliance with fire safety checks and asked how this could be reconciled with reports regarding fire safety checks in other Council-owned buildings.

Officers explained that the indicator related specifically to Fire Risk Assessments (FRAs) undertaken within the Council's social housing stock and measured whether assessments due during the reporting period had been completed. Members were advised that the measure related only to housing stock with communal areas and did not include wider Council-owned assets, which were managed separately through the Corporate Landlord function. Assessment frequencies varied according to building risk, with higher-risk properties requiring more frequent reviews.

Councillor Sheppard sought clarification regarding how tenant satisfaction was measured and used to drive service improvements.

Officers advised that tenant feedback was routinely collected through transactional surveys, often issued by text message following completion of a service request. Feedback was monitored and analysed by service managers to identify recurring themes and opportunities for improvement. Members were informed that tenant feedback played an increasingly important role in performance management and service development.

Councillor Sheppard referred to statements made regarding the future of specialist housing stock previously managed by Six Town Housing and questioned whether tenants had been adequately consulted prior to decisions being taken.

The Cabinet Member advised that the September 2025 decision related to the closure of Six Town Housing Ltd and not the future ownership of the housing stock. Members were informed that no final decision had been made regarding future ownership arrangements and that all options remained under consideration. A further report would be presented to Cabinet later in the year and tenant consultation would form a key part of any future decision-making process. It was emphasised that tenants' rights and protections would remain safeguarded under regulatory requirements regardless of the eventual ownership model adopted.

Councillor Sheppard noted that rent arrears remained above sector benchmarks and sought clarification regarding the causes of the increase, evidence supporting the Council's recovery strategy and the balance between enforcement and tenant support.

Officers advised that increasing living costs and welfare reform measures had contributed significantly to rising arrears levels. Members were informed that a refreshed rent collection strategy had recently been implemented, supported by additional staffing resources and new software designed to improve case management and tenant engagement. The strategy combined a positive payment culture with a supportive collection approach intended to maximise income collection whilst ensuring tenants experiencing financial hardship received appropriate support and advice.

Councillor Sheppard sought assurances regarding the Council's preparedness for an anticipated inspection by the Regulator of Social Housing and requested details of areas officers considered to be priorities for improvement.

Officers acknowledged that whilst substantial progress had been made since housing services returned in-house, further improvement work remained necessary. Particular focus was being placed on property safety and quality, stock condition information, electrical safety compliance, fire remediation actions, data governance and systems improvement. Members were informed that work was also underway to improve tenant engagement, repairs performance, ASB management and communication with residents. It was noted that progress against improvement plans was monitored through the Housing Leadership Team, Housing Portfolio Meetings and Housing Advisory Board. Officers expressed confidence that the Council had identified its key challenges and had robust plans in place to address them.

Councillor Martin sought an update regarding the Council's preparedness for implementation of Awaab's Law and requested information regarding compliance with the new statutory requirements.

Officers advised that implementation arrangements continued to develop following publication of detailed Government guidance. Members were informed that significant work was underway to strengthen damp and mould management processes and ensure compliance with the required response timescales. Officers noted that one of the principal challenges related to gaining access to properties to complete required inspections and repairs. It was agreed that additional performance information would be circulated to Members following the meeting.

Councillor Martin also sought assurance that instances of tenants refusing access to allow repairs to be undertaken were appropriately recorded and considered as part of ongoing repairs management and disrepair processes.

Councillor Martin noted that housing rent arrears were reported at approximately £2 million and sought clarification regarding performance targets for reducing arrears.

Officers advised that detailed arrears reduction targets formed part of the refreshed income collection strategy and undertook to circulate further information on targeted reductions and expected timescales for improvement.

Councillor Bayley referred to objectives within the Housing Service Plan extending to March 2029 and questioned why improvements relating to temporary accommodation and bed and breakfast usage would take a number of years to achieve.

Officers advised that the target reflected the scale of the challenge associated with increasing the supply of suitable temporary accommodation and reducing reliance on bed and breakfast placements. Members were informed that the Council was actively seeking to increase accommodation options through investment and acquisition programmes whilst also improving opportunities for households to move into settled accommodation. The timescale reflected both local housing pressures and wider national challenges affecting housing supply.

Councillor Bayley questioned whether improvements in housing waiting times reflected genuine service improvements or were primarily attributable to the recent housing register data cleansing exercise.

Officers advised that performance improvements reflected both better quality data and ongoing work to improve the management of housing applications and allocations. Maintaining accurate information was considered essential to understanding levels of housing need and improving service delivery.

Councillor Pilkington suggested whether sponsorship arrangements similar to those utilised through Homes for Ukraine could potentially support the provision of temporary accommodation for homeless households.

Officers acknowledged the suggestion and advised that whilst alternative approaches could be considered, there would be practical, financial and governance considerations requiring careful assessment. The Cabinet Member suggested that wider discussions with Government and local Members of Parliament may also be beneficial when exploring future options.

Councillor Chaudhry referred to the findings of the Housemark reviews and sought clarification regarding the principal shortcomings identified.

Officers advised that the reviews had highlighted opportunities to strengthen partnership working, improve case recording and data quality, and deliver greater consistency in service delivery. Members were informed that a programme of improvement work was already underway, including revised procedures, enhanced management oversight and further work to embed a positive complaints culture. Efforts were also being focused on ensuring lessons learned through complaints and service reviews translated into measurable service improvements.

Councillor Rydeheard referred to the report's indication that 82.9% of housing stock had received a stock condition survey within the preceding five years and sought clarification regarding the remaining properties, associated costs and anticipated timescales for completion.

Officers explained that previous survey methodologies had relied upon sample surveying and that the Council was now working towards a more comprehensive understanding of housing stock condition. Members were advised that an in-house team of building surveyors had been established and a new appointment system introduced to improve survey coverage. Existing information was already being used to support investment planning and identify priorities for improvement.

Officers advised that particular focus was now being placed on surveying the remaining properties without recent assessments. Any significant defects identified would be incorporated into investment programmes and addressed as part of planned maintenance and improvement works.

In concluding the discussion, Councillor Arif thanked officers and housing staff for their continued commitment to improving housing services. The Cabinet Member highlighted progress made across a range of performance areas, recognition received through housing sector awards and the growing role of tenant engagement in shaping service delivery. Members were assured that the Council remained committed to delivering further improvements in housing standards, regulatory compliance and outcomes for tenants.

It was agreed:

• That the report be noted.
• That written responses be circulated in respect of outstanding questions.