Islington Council is implementing a comprehensive Housing Improvement Programme to address a critical regulatory judgment and enhance housing services for its residents. The programme aims to rectify issues identified by the Regulator of Social Housing (RSH), which previously graded the council's housing services as C3, indicating serious failings.
The RSH identified six key areas of non-compliance, including outdated stock condition surveys, insufficient health and safety data assurance, a backlog of lift remedial actions, gaps in tenant needs information, issues with complaint handling data, and accessibility concerns for tenants in properties managed by Tenant Management Organisations (TMOs).
In response, Islington Council has accelerated its stock condition survey programme, with the main programme completion date brought forward to May 2027 from July 2030. This acceleration, approved by the Executive on June 25, 2026, involves partnering with the surveying firm Ridge and Partners to inspect every tenanted property. Following this, the council plans to move into a rolling programme of delivery. The council is also implementing actions from internal audits to improve health and safety data assurance. A dedicated programme is underway to address the backlog of over 1,000 overdue lift remedial actions, with a target completion date of December 2026.
Furthermore, the council is undertaking a tenancy audit programme to better understand residents' needs and is making significant improvements to its complaints handling processes. These improvements, initiated in July 2025, include enhancing the complaints policy, standardising processes, optimising the complaints case tracker system, and ensuring accurate reporting in line with statutory requirements and Tenant Satisfaction Measures (TSMs). A new target operating model is being developed, including a complaints triage team and a dedicated Complaints Service Head of Service. The effectiveness of these changes will be measured through audits and reported to the Homes and Communities Scrutiny Committee and the Executive. Residents will be informed of progress through You Said, We Did
updates and regular performance reports.
To address accessibility for TMO residents, a three-step process involving policy review, resident surveys, and audits is being implemented, with actions expected to be completed by December 31, 2026. This aims to improve awareness and accessibility of the complaints process for TMO residents.
The Housing Improvement Programme is underpinned by a significant investment of £2.426 billion over 30 years in the Housing Revenue Account (HRA) business plan, with £485 million allocated for the next five years. This funding will be guided by the findings of the accelerated stock condition survey programme to ensure effective distribution across key priorities: building and fire safety, achieving the Decent Homes Standard for all homes, tackling damp and mould, and improving energy efficiency in the worst-performing homes.
A £58 million buyback programme aims to bring more homes back into council ownership, which is considered fundamental to increasing the number of general affordable homes available in Islington and responding to acute housing pressures. This scheme is projected to avoid potential temporary accommodation costs of up to £9.2 million annually.
Councillor Hannah McHugh, Chair of the Homes and Communities Scrutiny Committee, highlighted the importance of shifting focus towards preventative investment, stating, Crises are not only worse for residents but also more expensive for the council.
This sentiment is echoed in the council's efforts to prevent homelessness, which has already saved an estimated £29 million over the last two years through its prevention work.
Stephen Biggs, Corporate Director of Community Wealth Building and Housing, welcomed the scrutiny review's focus, calling it exactly the right thing to do and exactly the right focus.
The council is committed to not only meeting the regulatory standards but exceeding them, aiming for a C1 grading from the RSH as soon as possible. The council aims to achieve this reassessment, with a target of sometime in 2027,
dependent on near 100% completion of stock condition surveys and accurate health and safety data. The RSH will reassess progress through monthly meetings and quarterly reports, with key metrics including an accurate property description, understanding modernization needs, meeting the Housing Health and Safety Rating System (HHSRS) and Decent Homes Standard, and achieving top quartile performance across all Tenant Satisfaction Measures (TSMs).
Further details on the programme and its progress can be found in the public reports pack for the Homes and Communities Scrutiny Committee meeting on September 1, 2026. Public reports pack
