Redbridge Council is set to improve its housing complaints process following a review by the Homes and Neighbourhoods Policy Development Committee, aiming to address shortcomings in the previous system, such as increased Stage 2 complaint escalations when assigning single case officers and concerns about properties being allocated without proper suitability checks.

The committee reviewed recommendations from a previous presentation on housing needs complaints at its meeting on Monday 17 November 2025. The presentation, delivered by Melanie Gahir, Acting Head of Strategy and Performance, and Councillor Saima (Syeda) Ahmed, Cabinet Member for Housing and Homelessness, outlined several proposed improvements to the council's complaints procedure. Residents can expect to see changes implemented between this month and April of next year. The Home Truths video series is scheduled to launch in November.

Key recommendations include:

  • Providing information on waiting times and the number of households in temporary accommodation to people waiting on the phone.
  • Creating simple flow diagrams and checklists for applicants to understand who qualifies for assistance.
  • Launching a Home Truths video series to manage expectations about housing options. The series will use a micro-learning approach to ensure messages are understood.
  • Ensuring application forms have clear sections for health needs, family structure, school requirements, and work location.
  • Utilising AI technologies for clearer, more empathetic letters.
  • Providing staff training on customer care and trauma-informed communication.
  • Creating a specialist team to support vulnerable clients at greatest risk of homelessness. While the team currently includes staff on loan, the council is working to ensure it is robust and resilient.
  • Improving suitability assessments, including accessibility to schools, and conducting joint assessments with adult social care where appropriate.

The committee approved all recommendations, which will now progress to the Overview & Scrutiny Committee and Cabinet. The committee also requested annual progress reports on the implementation of the recommendations.

The Homes and Neighbourhoods Policy Development Committee Annual Work Programme 2025-2026 is available to view online.