Tower Hamlets Council has approved the second phase of its housing improvement programme, Your Voice, Our Action: Safe Homes, Great Services.
The decision was made during a Housing Management (Cabinet) Sub-Committee meeting on Thursday, 30 July 2026.
Phase Two of the programme aims to build upon the successes of the first phase, which delivered 96 improvement initiatives across 11 workstreams. These initiatives focused on strengthening governance, enhancing resident engagement, and improving compliance in areas such as repairs and health and safety.
The new phase will concentrate on five key workstreams: Safety and Quality, Transparency, Influence and Accountability, Tenancy, Neighbourhoods and Community, and Data and Business Systems Improvement. The programme is designed to address remaining areas of regulatory non-compliance and weakness, with the ultimate goal of improving the Council's 'C3' regulatory grading from the Regulator of Social Housing (RSH).
During the meeting, councillors reviewed performance reports for April 2026. While 10 out of 16 key performance indicators showed a positive trend, 10 measures were still below agreed targets. Areas of concern included Stage 1 complaints and call answer rates. Regarding Stage 1 complaints, performance decreased in April and was significantly below the 90% target. Reasons cited include vacancies across the housing management complaints team and the repairs coordinator team, as well as an increase in complaint volumes. For the Housing Service Centre's call answer rate, which improved to 76.4% but remained below the 85% target, issues with a new telephony system were being addressed.
Councillor Saied Ahmed, Cabinet Member for Homebuilding and Enhancing Council Homes and Neighbourhoods, highlighted the importance of the programme in ensuring residents live in safe and well-maintained homes. The programme's success is seen as crucial for achieving the Council's commitment to delivering excellent services and safe homes for all residents.
Phase Two of the programme has been shaped by extensive co-production with service leads and analysis of resident feedback received over the past 12 months. Specific examples of resident feedback influencing Phase Two include 'repairs' being the number one issue raised by residents, followed by 'anti-social behaviour' and 'damp and mould'. TSM analysis showed 'repairs, leaks and damp and mould' as priority concerns, alongside 'communal area maintenance' and difficulty contacting services. There was also reduced satisfaction in 'providing a home that is safe', emphasizing the importance of compliance workstreams, Decent Homes, and clear communication.
The timeline for the completion of Phase Two is indicated by a proposed reinspection review date of March 2027. While the expected tangible benefits for residents upon its conclusion are not explicitly detailed beyond the general aims of delivering excellent services and safe homes and improving the Council's regulatory grading, the programme's focus on resident feedback suggests a commitment to addressing key concerns such as repairs and damp and mould.
More information on the programme can be found in the Public reports pack for the Housing Management (Cabinet) Sub-Committee meeting.
