Agenda item

This report provides a performance update against core areas of housing management property services that fall under the Regulator of Social Housing’s Safety & Quality Standard.  In addition, the report provides an update on the progress being made following the Council’s self-referral to the Regulator of Social Housing.

Cabinet RESOLVED:

(1)       To note the performance update against core areas of housing management property services, as detailed within the report.

(2)       To note that the report only related to the Council’s own housing stock and did not include performance for i4B or First Wave Housing properties, with performance on those portfolios reported to their respective boards.

Eligible for call-in: Yes

Deadline for submission of call-in: 6pm on Monday 15 December 2025

Councillor Fleur Donnelly-Jackson (Cabinet Member for Housing) introduced a report from the Corporate Director of Housing and Resident Services providing a performance update against core areas of housing management property services that fell under the Regulator of Social Housing’s Safety & Quality Standard as well as an update on the progress being made following the Council’s self-referral to the Regulator of Social Housing.

In introducing the report, Councillor Donnelly-Jackson began by advising members of the way in which the report had been presented to offer a direct and honest assessment of the Council’s performance against the Regulator of Social Housing’s Safety and Quality Standard, reflecting on a period of challenge and change within Brent.  In highlighting that the report had not sought to shy away from the historic failings identified, it was also felt important to recognise the focus demonstrated in relation to the process of recovery alongside the renewed commitment to accountability and better practice.

Referring to the refreshed regulatory standards outlined within the report, members noted the higher expectations now being placed on all social landlords in order to ensure that residents were not only provided with homes that were safe but also a responsive service.  As such, it was felt the self-referral to the Regulator represented a significant step in terms of not only acknowledging where the Council had fallen short of those expectations but also in committing the authority to taking responsibility for improvement.  As part of this process, the opportunity was taken to highlight the progress which had been made following the self-referral to appoint independent specialists to scrutinise systems and complete a forensic audit, which it was recognised had exposed gaps.  As a result, governance had been strengthened; stock condition surveys accelerated with a tenant-centred improvement programme now also in the process of being delivered.

The transparent nature of the report was also recognised and acknowledged as key in seeking to rebuild trust given the impact of the previous issue identified on those tenants whose confidence had been undermined by the delays, inconsistent communication and assurance previously experienced.  On this basis, the introduction of the Housing and Tenant Satisfaction Improvement Board and the tenant-led Housing Management Advisory Board were also welcomed in representing what was felt to be a cultural shift towards transparency, challenge and coproduction with Councillor Donnelly-Jackson also taking the opportunity to formally thank the independent chair of the newly established Advisory Board for their support.

Whilst also highlighting the wider national context in terms of this recovery work in relation to operational capacity pressures on the housing system, skills shortages, rising compliance costs and ageing stock (in terms of social housing provision) it was recognised that these should not be seen to detract or negate the need for local responsibility, with the Council (as social landlord) determined to become easier to contact, quicker to respond and clearer in terms of its communication style.

Taken together, the report was felt to demonstrate the scale of recovery work being undertaken which it was highlighted included not only the clearance of historic repair backlogs, tightening of safety checks, rebuilding of data integrity, strengthening of front-line visibility and expansion of specialist capacity but also work to ensure that the tenant voice was embedded in decision-making alongside the provision of clearer lines of accountability from frontline teams right through to senior leadership (including the newly established tier of senior management introduced to bring together compliance and service improvement activities).

In considering the report, members welcomed the direct nature of the assessment provided in relation to the issues identified around the management of assurance, compliance and performance across the service with the Council’s self-referral to the Regulator of Social Housing felt to have demonstrated how seriously the need to take accountability and address the challenges identified had been taken, given the impact on tenants. Given the focus outlined within the report on the improvement plan established following the self-referral, members were pleased to note the progress being made in terms of the foundations laid for delivery of the improvements identified as required to restore expected standards and ensure tenants were provided not only with a safe home but also transparent, accountable and responsive service by the Council in its role as social landlord.  In recognising the focus on the improvement work identified across each compliance stream, support was also expressed for the renewed focus in tackling housing repairs as well as the strong emphasis on addressing engagement with tenants in order to ensure they remained at the centre of the improvement programme.

Having noted the update also provided for the Community & Wellbeing Scrutiny Committee and ongoing commitment towards delivering the improvements identified as part of the wider approach towards transparency and accountability, Cabinet RESOLVED:

(1)       To note the performance update against core areas of housing management property services, as detailed within the report.

(2)       To note that the report only related to the Council’s own housing stock and did not include performance for i4B or First Wave Housing properties, with performance on those portfolios reported to their respective boards.