Redbridge Council is intensifying its efforts to address a rise in housing complaints, with a new committee meeting focusing on preparedness for upcoming inspections and improvements in complaint handling.
The Housing Committee convened on Monday, June 22, 2026, to review the council's progress in meeting new regulatory standards for social housing. Significant legislative changes, including the Social Housing (Regulation) Act and Awaab's Law, have prompted a review of the council's housing governance and service delivery.
A report presented to the committee highlighted areas of compliance and ongoing work required to meet the four key consumer standards: Tenancy, Neighbourhood and Community, Transparency, Influence and Accountability, and Safety and Quality. While overall tenant satisfaction has seen an improvement, with tenants feeling more listened to and positive about the council's contribution to their neighbourhoods, satisfaction with complaints handling has seen a slight decrease.
Councillor Martin Sachs raised concerns about customer service training, particularly for officers at Linton House, and requested a detailed report on data collection and analysis. In response, officers confirmed that customer care falls under the Competence and Conduct Standard, and training is being provided.
Key performance indicators revealed consistently high scores for health and safety compliance, with a significant reduction in non-decent properties. Despite these improvements, there was an increase in Stage 1 and Stage 2 complaints, prompting an action plan with the Housing Ombudsman.
The committee noted the report and requested that specific reports requested by councillors be included in future work programmes, with a potential for some to be presented at the September meeting. The next meeting of the Housing Committee is scheduled for September 2, 2026.
