Tenant satisfaction with Tower Hamlets Council services has seen a decline, particularly in the areas of housing repairs and the handling of anti-social behaviour (ASB), according to a recent performance report. The Overview & Scrutiny Committee meeting on Monday, 23 March 2026, reviewed the council's third-quarter performance for the 2025-26 financial year, revealing that two key performance indicators (KPIs) related to tenant satisfaction have fallen into the 'red' category.
Specifically, KPI 054, which measures the percentage of tenants satisfied with the overall service, dropped to 60% in the third quarter, below the target of 65%. The report attributes this dissatisfaction to issues with repairs, damp and mould, and anti-social behaviour. Mitigation efforts include monthly monitoring of repair completion times and IT improvements to enhance oversight of subcontractors and resident communication. These IT improvements are being rolled out to strengthen oversight of subcontractors and improve resident communication.
While tenant satisfaction with the overall service has decreased in the current quarter, showing a 5% drop below the target level and a 4% reduction from the previous quarter, overall satisfaction across the year to date is meeting the target level. This places Tower Hamlets in the top quartile of London performance based on 2024-25 data. The leading causes of dissatisfaction in the current quarter are related to repairs, damp and mould, and anti-social behaviour issues, with seasonal trends exacerbating some of these. The outturn for the same quarter last year was 57%, indicating a current improvement in satisfaction compared to the previous year despite the quarterly dip.
Similarly, KPI 055, measuring tenant satisfaction with home safety, also fell to 61%, below the target of 68.5%. Analysis of tenant responses regarding home safety dissatisfaction identified several key drivers: anti-social behaviour (ASB), particularly drug-taking and non-residents gaining access to buildings; outstanding repairs; damp and mould concerns; and issues related to poor-quality doors and windows. In response, the council is implementing a new ASB policy, a dedicated hotline, and new ASB panels to improve casework coordination. The new ASB Policy sets out clear roles and responsibilities from both a landlord and local authority stance; in addition, a new ASB hotline has been introduced and new ASB panels are being put in place, all of which will ensure better co-ordination on ASB casework to address ASB on estates. Fire safety measures and a £609 million investment in home improvements over the next decade are also underway.
This information was presented in the Strategic Delivery and Performance Report Year 4 Q3, available at https://democracy.towerhamlets.gov.uk/documents/s269129/Strategic%20Delivery%20and%20Performance%20Report%20Year%204%20Q3.pdf.
The Overview & Scrutiny Committee meeting details can be found in the public reports pack: https://democracy.towerhamlets.gov.uk/documents/g16481/Public%20reports%20pack%2023rd-Mar-2026%2018.30%20Overview%20Scrutiny%20Committee.pdf?T=10.
