Agenda and draft minutes

Apologies for absence were received from Councillor Laura Janes

Apologies for lateness were received from Councillor Asif Siddique

If a Councillor has a disclosable pecuniary interest in a particular item, whether or not it is entered in the Authority’s register of interests, or any other significant interest which they consider should be declared in the public interest, they should declare the existence and, unless it is a sensitive interest as defined in the Member Code of Conduct, the nature of the interest at the commencement of the consideration of that item or as soon as it becomes apparent.

Where Members of the public are not allowed to be in attendance and speak, then the Councillor with a disclosable pecuniary interest should withdraw from the meeting whilst the matter is under consideration. Councillors who have declared other significant interests should also withdraw from the meeting if they consider their continued participation in the matter would not be reasonable in the circumstances and may give rise to a perception of a conflict of interest.

Councillors are not obliged to withdraw from the meeting where a dispensation to that effect has been obtained from the Standards Committee.

There were no declarations of interest.

To approve the minutes of the previous meeting held on 24^th July 2025.

The minutes of the meeting held on 24^th July 2025 were agreed to be accurate.

This report provides an update on the 2024/25 Tenant Satisfaction Measures Survey.

Richard Shwe (Director of Housing) gave a presentation on the Tenant Satisfaction Measures 2024/25 (TSMs). He showed slides that highlighted the following key aspects:

• The Council commissioned BMG to run their tenant satisfaction measurement survey.
• For Tenants this was predominantly face to face (73%).
• This shift in methodology, along with enhancements to services, had likely contributed to the improved results.
• Response to 2023/24 results:

o   The Council developed an action plan to improve resident’s perception of the Housing Service and focus on areas of improvement.

• TSM Management 2024/25 result outcomes:

o   Maintained or improved performance on 13 of 14 indicators.

o   Where there had been limited improvement or a decline, improvement plans were in place (Complaints & Decent Homes)

• TSM Perception 2024/25 result outcomes:

o   Significant improvement in scores this year, with 11 out of 12 scores improving.

o   Improvements had been seen in listening to resident's views, a well-maintained home and treating residents fairly and with respect.

• Reasons for satisfaction/dissatisfaction

o   The main reasons for satisfaction were a generally good service, not having any problems and repairs or issues being dealt with quickly.

o   The management of outstanding repairs continued to be the main driver for dissatisfaction.

The Chair requested further clarification on the operational changes that had contributed to improvements in the perception measures. John Hayden (Assistant Director of Repairs) explained that this progress was mainly due to residents feeling that their homes were well maintained and that they were treated fairly and with respect. The Council had placed emphasis on the quality of repairs, which had resulted in higher levels of resident satisfaction and ensured that residents received follow-ups on completed repairs. However, satisfaction with the timeliness of multiple repairs had not improved as quickly as expected, and some areas of communication between contractors required further development. A resident working group had also been established, including contractor representatives to explore ways to enhance the service. Another key area identified was ensuring safety within the home. Addressing these issues would be a priority over the coming months.

Councillor Sally Taylor raised a query regarding the change in the proportion of homes not meeting the Decent Homes Standard in the results (RP01). John Hayden explained that over the past 14 months, stock condition surveys had been completed on more than 5,500 properties. Currently, data was available for approximately 70% of tenant stock and 92% of leasehold stock. This data was being modelled into the system to inform future planning. In addition, he noted that a kitchen and bathroom improvement programme had been developed as part of a five-year investment plan. The increase in homes not meeting the standard does not indicate poor conditions but reflected the identification of areas requiring planned investment and upgrades to specific elements within the properties.

Councillor Adroine Alford noted that she was pleased to see some improvements. However, she expressed concerns regarding the measures for complaints handling (TP09B) and requested further information on this. John Hayden noted that this area was being  ...  view the full minutes text for item 4.

To update the Committee on the upcoming Family Housing Strategy

Richard Shwe (Director of Housing) gave a presentation on the Family Housing Strategy. He showed slides that highlighted the following key aspects:

• There was an ongoing demand for family sized housing, particularity affordable or social family housing.
• There was evidence to suggest that birth rates were declining the borough.
• This combined with movement of people was having an impact on school rolls, local economic development, social mobility and community cohesion.
• The Council planned to overcome these challenges by updating the housing strategy and planning policy, making best use of existing homes and building and buying new homes.
• By implementing this strategy, the Council aimed to increase the number of family-sized homes available, ensuring that families could settle, grow, and thrive in the borough.

The Chair noted that the Strategy had been presented at Cabinet in July 2025 and enquired whether it was now in place. Richard Shwe confirmed that implementation was underway, and work had commenced. He explained that Officers were working closely with the Regeneration Team to explore opportunities for development within a broader context. Given the borough’s high population density, he emphasised the importance of identifying effective approaches to advance the family housing strategy, to ensure it delivered benefits for local communities.

Councillor Adroine Alford expressed her support for increasing the number of family-sized homes and asked how this would align with the London Mayor’s plan and, whether the Council retained autonomy in its decisions. Richard Shwe explained that there were opportunities for the Council to review its housing stock and estates to identify what could be delivered. He noted that garage sites could also be considered for development and highlighted that modern construction methods allowed homes to be built offsite and brought in, offering flexibility. Councillor Alford acknowledged that managing gap sites remained a challenge within the borough.

Councillor Frances Umeh (Cabinet Member for Housing and Homelessness) added that the mayor’s plan was broadly aligned with the Council’s objectives to provide more affordable family-sized accommodation, helping residents remain within the community. She emphasised that the family Housing Strategy reflected this priority. She further noted that the Council faced a significant housing crisis, with high demand and a large waiting list for homes, making this area a key focus. A new consultation had commenced to ensure the borough’s needs were incorporated into future housing development plans.

Councillor Adroine Alford emphasised the importance of ensuring that any offer provided to residents was of a good standard, maintaining local connections, meeting their needs and representing a clear improvement when downsizing.

Councillor Sally Taylor highlighted that in her ward, West Kensington, there were several larger properties occupied by older residents living alone. She asked about the process for downsizing. Richard Shwe explained that when a resident expressed interest in downsizing, Officers aimed to arrange a face-to-face meeting to outline available options. He also noted the need to address perceptions of sheltered housing, which was designed as an independent living arrangement with a programme of activities. John Hayden (Assistant Director of Repairs)  ...  view the full minutes text for item 5.

Dates of future meetings:

·       3^rd February 2026

·       20^th April 2026

The next meeting will take place on 3^rd February 2025

The Chair requested an agenda item to explore the lived experiences of residents in recently developed estates.