Lambeth Council's Housing Scrutiny Sub-Committee has raised significant concerns regarding the council's performance in housing repairs and maintenance, with residents not always receiving the expected standards of service
from its primary contractor, Wates Property Services.
During a meeting on Tuesday, 14 July 2026, councillors were presented with data highlighting shortcomings. In the financial year 2025/26, Wates was issued 64,058 jobs and completed 62,250. However, the age profile of open work orders in June 2026 revealed a backlog, with 109 jobs older than 12 months.
Key Performance Indicators (KPIs) also fell short of targets. KPI 3 (Disrepair) saw performance at 75 cases per month against a target of 100. KPI 4b (Non-Emergency Repairs Completed on Time) was at 89% versus a 90% target, and KPI 5 (Satisfaction with Quality of Repair) was 84% against an 85% target. Contractual KPI deductions in 2024/25 amounted to £416,783, primarily for legal disrepair performance, resident satisfaction, and management of repair backlogs.
While the most recent annual Tenant Satisfaction Measures (TSMs) showed an increase in satisfaction with repairs from 56% to 64%, concerns remain. Ros Mundy, a former chair of the Lambeth Tenants Association, voiced significant issues with Wates' performance, including staffing levels, unmanageable workloads, and a lack of senior management presence. Georgina Shuler, a council tenant, echoed these concerns and called for greater tenant and leaseholder involvement in decision-making.
Councillor Pete Elliott, Cabinet Member for Housing, acknowledged challenges with contract management and a need for better data and accountability. He referred to past failures
where significant sums have been spent on capital works over the last 10 to 15 years but this has not led to the reduction in repairs demands that the residents and the Council should have expected.
The council plans to learn lessons from what has not worked, strengthen oversight of current contracts and look closely at whether more services should be brought in-house so that the Council has greater control, clearer accountability and stronger direct grip performance.
Specific improvements in data and accountability are being implemented, including strengthening contract oversight and enhancing IT systems for managing voids. The Voids Service has introduced new management pathways, data cleansing, enhanced reporting, a Damp Predictor Model, and AI-assisted surveying technology. KPIs and Operational Performance Indicators (OPIs) are monitored monthly, with revised KPIs for 2026/27 to include Awaab's Law indicators and a focus on disrepair cases. A dedicated Awaab's Law Readiness Group is also working on improving hazard management.
The current contractual relationship with Wates Property Services (WPS) involves a North Area Contract (Lot 1), an emergency contract extended to July 2028, and a South Area Contract (Lot 2), due to expire in July 2027 with potential extensions to July 2035. Both contracts operate on a Price Per Property (PPP) model. The annual contract value for Lot 1 is £15,260,342 and for Lot 2 is £18,665,626.
Regarding tenant and leaseholder involvement, several mechanisms are being considered. A project is underway with Wates to implement SMS-based surveys for repair sign-off. The council is exploring new ways to engage residents on contract management and performance, and Georgina Shuler suggested a housing assembly
to gather resident ideas. Recommendations include involving service users in future contract procurement and reviewing the resident engagement strategy to ensure all voices are heard. The idea of placing a resident voice on relevant boards and meetings with contractors has also been proposed, alongside a task and finish group to review the void service in partnership with tenants and residents.
In response to Awaab's Law, 2767 damp and mould cases had been reported as of July 1, 2026, an increase of 868 cases compared to the previous year. Of these, 271 were emergency and 2496 were significant hazards. Performance for Awaab's Law cases shows 74% of investigations and safety works completed within the timescale, and 87% of preventative works completed within target.
The number of Council homes re-let has also seen an increase, rising from 587 in 2023/24 to 834 in 2025/26, a 42% increase over three years.
Further details on the sub-committee's discussions can be found in the Supplementary Agenda and the Public Reports Pack for the meeting on Tuesday, 14 July 2026.
