Tower Hamlets Council has approved a new Vulnerable Council Tenants and Leaseholders' Policy, aiming to provide better support and fair treatment for vulnerable residents.

The policy, approved at a Housing Management (Cabinet) Sub-Committee meeting on Wednesday, aims to embed the fair treatment of vulnerable residents across all council services. It seeks to support people in living successfully in their homes by ensuring staff and contractors are aware of vulnerabilities and that appropriate support is available.

According to the Vulnerable Council Tenants and Leaseholders Policy, a vulnerable resident is defined as anyone who has a condition, disability, or a personal circumstance, which means that without support or intervention, they are at higher risk of abuse or neglect, there is detriment to their overall wellbeing or their tenancy/lease is put at risk.

David Joyce, Corporate Director of Housing & Regeneration, said the policy aims to create a culture where the fair treatment of vulnerable residents is embedded across all services, supporting people to live successfully in their homes.

The policy includes a definition of a vulnerable tenant and ensures support is available. The Council's Neighbourhood Services department is responsible for managing and monitoring tenancies and leases, and will consider what additional support or variation in usual service provision is appropriate for vulnerable residents. This may include:

  • Providing aids and adaptations to the property
  • Arranging joint visits for servicing engineers
  • More visits in person where we would normally provide a phone service
  • Dealing with health and safety issues such as hoarding
  • Giving additional support in enforcement action cases where mental health issues are a factor
  • Applying for an injunction instead of possession action when the resident's vulnerability would become a barrier in securing suitable accommodation
  • Referring to the financial inclusion team for welfare benefit advice

To ensure staff and contractors are equipped to identify and support vulnerable residents, the council will provide regular training in safeguarding, care duties, mental health awareness, equalities legislation and partnership working. A robust induction programme is implemented for new starters and refresher training for current employees to ensure ongoing awareness. In addition, a cross-directorate awareness campaign is to be implemented to all resident facing services to ensure colleagues are able to effectively signpost and support residents with vulnerabilities.

To measure the impact and effectiveness of the policy, the council has developed a number of reporting measures such as regular Resident at Risk reporting, capturing the number of concerns raised by LBTH colleagues and contractors working on behalf of LBTH regarding a resident that may be at risk. The council is also able to report on the number of onward referrals made as a result of Tenancy Health Checks carried out, as well as any referrals made at point of signup, settling in visits and relevant probationary tenancy visits. Monitoring and performance data is also reported up to the Council sub-committee as well as key performance, policy and strategy groups via our Internal governance framework.

An equality impact assessment showed that tenants would positively benefit from the policy.

The policy will be implemented in compliance with the General Data Protection Regulation (GDPR). The council records and shares information appropriately with other professionals and statutory agencies that safeguard adults, children and young people. The wishes of the resident in relation to what information should be shared, and with whom, should be respected where possible. However, the council will work in line with the Data Protection Act 2018, which allows for disclosure of personal data without consent where there is good reason to do so, and this is necessary to protect the vital interests of an at-risk individual.

Councillor Kabir Ahmed, Cabinet Member for Regeneration, Inclusive Development and Housebuilding, requested that Stephen Platt, a senior officer, meet with Shafiq, an advisor in the mayor's office, to ensure joined-up working.

The policy aligns with the Regulator of Social Housing's (RSH) Tenant Empowerment and Inclusion Standard, which expects registered providers to account for the diverse needs of their tenant populations and adjust services accordingly. It also aligns with the Equality Act 2010, under which the council has a duty to eliminate discrimination, advance equality of opportunity, and foster good relations.