RSLs Face Scrutiny Over Timely and Quality Repairs for Tower Hamlets Residents
Registered social landlords (RSLs) Clarion Housing Association and Peabody Housing Association are under scrutiny for the timeliness and quality of repairs provided to Tower Hamlets residents. Performance data presented to the Housing and Regeneration Scrutiny Sub Committee on Monday, October 5, 2026, revealed ongoing concerns despite reported improvements in some areas.
Delays and Dissatisfaction
Clarion Housing Association identified delays in repair completion as the primary driver of resident dissatisfaction, accounting for 43% of all mentions. The RSL aims for 98% of emergency repairs to be made safe and a first-time attempt to complete routine repairs in 86% of cases, achieving just under 91% in Q4. While Clarion reported a high right first time
repair rate of 90.5%, an increase of 15%, resident feedback indicates that the speed of resolution remains a key issue. The specific reason for resident dissatisfaction at Clarion Housing Association, accounting for 43% of mentions, is 'Delays in getting repairs completed'.
Peabody Housing Association also acknowledged a slight dip in transactional survey satisfaction with repairs, despite overall satisfaction increasing. Their data indicated that heating and hot water issues, plumbing leaks, and lift problems were the main reasons for repair complaints. Learnings from these complaints highlighted delays in resolution, the time taken to fully complete works, and the quality of repair works. Peabody reported 96% of emergency repairs completed within target time and 76% of non-emergency repairs completed within 21 days, with an average completion time of 23 days. For heating and hot water repairs, Peabody's target response time is 24 hours for emergencies and 28 calendar days for routine repairs, with 65% completed within target time and an average response time of 13.7 days. For communal electrical repairs, the target is 24 hours for emergencies and 28 calendar days for routine, with 72% completed within target time and an average response time of 12.0 days. For leaks, the target is 24 hours for emergencies and 28 calendar days for routine, with 77% completed within target time and an average response time of 20 days. For lift repairs, the target is 24 hours for emergencies and 28 calendar days for routine, with 71% completed within target time and an average completion time of 14.3 days.
Damp and Mould and Safety
Both RSLs highlighted efforts to address damp and mould issues. Peabody introduced a new process in 2023, and Clarion implemented improved triage processes. Clarion reported 531 active damp and mould cases in 2025/26 with an average resolution time of 13.82 days. Peabody Housing Association reported an average resolution time of 14 days for damp and mould cases in 2025/26, a figure very close to Clarion's. Peabody's responsive repairs spend in Tower Hamlets for 2025-26 was £5.2 million.
In terms of safety, Clarion reported a significant increase in hazard WIP
following the introduction of Awaab's Law. This hazard WIP
refers to aged work in progress that increased due to the 12-week completion timeframe mandated by the law for certain jobs, leading to a sharp rise in identified hazards. Both RSLs also discussed challenges in recruiting and retaining skilled operatives, stating that it remains difficult in a competitive market. To address this, both Clarion and Peabody Housing Association are investing in apprenticeships. Clarion takes on at least two apprentices per region annually and has also hired apprentice surveyors. Peabody has recruited 10 repair inspectors as apprentices and is actively seeking to bring people into different roles with the aim of them developing into skilled tradespeople.
Recommendations for Improvement
The scrutiny sub-committee made several recommendations to the RSLs, detailed in the Public reports pack. These include undertaking periodic independent reviews of repair services, strengthening the monitoring of repairs affecting vulnerable residents, and enhancing board-level oversight of repairs performance. To strengthen the monitoring of repairs affecting vulnerable residents, Peabody Housing Association uses system flags to identify vulnerabilities and implement special measures. They have also established a compass team
of vulnerability leads, including social workers, to manage complex cases and provide holistic support, alongside a tenancy sustainment team and resident liaison officers. Clarion Housing Association has introduced a V14
priority, ensuring a 14-day turnaround for standard repairs in homes with a vulnerability that isn't an emergency. They also assess urgency based on the resident's needs, not solely the hazard, at the first point of contact.
The committee stressed that residents judge performance not just by targets, but by whether problems are fixed quickly, correctly the first time, and with clear communication.
Future Scrutiny
The Housing and Regeneration Scrutiny Sub Committee's work programme for 2026-27, outlined in the HRSSC Full Pack, includes further scrutiny of RSL performance, aiming to ensure continued improvement and accountability to residents.
