Tower Hamlets Council is set to implement measures to improve responsiveness to tenants' repair requests, informally known as 'Awab's Law', on 27 October. The move follows preparations and training for staff, according to David Joyce, Corporate Director of Housing and Regeneration, during a Human Resources Committee meeting.
The initiative aims to foster a culture change within the council's housing services, ensuring a resident-focused approach. Councillor Abdi Mohamed raised the issue during discussions about housing and regeneration updates.
While the specific details of 'Awab's Law' aren't explicitly defined, it necessitates improvements to the council's repairs team. Mr. Joyce stated this means providing extra capacity into a repairs team so that we can really respond quickly and within what they can and must expect from the council as a landlord.
We are doing a lot of training with staff at the moment for when this law becomes effective on October the 27th,
said Mr. Joyce.
Mr. Joyce emphasised that the training extends beyond just the repairs service, encompassing the housing officer side as well. He also highlighted the importance of a culture shift, ensuring that the council listens to tenants' complaints and takes responsibility for resolving issues rather than shifting blame.
One of the big things from that case was about did that particular landlord listen to tenants when they were complaining? Did they assume that – did they take responsibility for sorting the issue out or did they try and pass the blame back on to tenants? And that's a massive culture change for the whole sector,
Mr. Joyce explained.
Mr. Joyce also stated that for staff who are not on board with a resident-focused culture, the council needs to have tough conversations with them, follow performance management procedures, and be prepared to take action.
The implementation of these measures reflects Tower Hamlets Council's commitment to enhancing its housing services and ensuring a resident-focused approach.
