HOUSING REVIEW FROM PETA CAINE, DIRECTOR OF HOUSING
Dear Resident,
As Director of Housing, I am delighted to welcome you to this winter edition of @Home, the magazine for City of London Corporation Housing residents.
This year has been an important one for us. Our latest Annual Report reflects the progress we’ve made in delivering safe, high-quality homes and services, and sets out our priorities for the year ahead. We participated in our first inspection by the Regulator of Social Housing. This will provide valuable feedback on how we can continue to improve our services, work with residents, and strengthen our governance This Autumn, we have been hard at work implementing improvements to our anti-social behaviour process to ensure that residents are better informed about investigations and outcomes.
Resident engagement has been at the heart of these improvements. I want to extend my sincere thanks to everyone who has taken the time to share their views, whether through consultations, surveys, or by joining discussions on our new engagement platform, Commonplace. Your input has shaped key policies, including the Resident Involvement Strategy and the updated Tenant Handbook
A special thank you goes to members of the newly formed Resident Voice Group. Your commitment ensures that residents’ perspectives are heard at the highest level, and we look forward to working closely with you to scrutinise and improve our services.
cityoflondonhousing commonplace is
We hope you enjoy this issue of the @Home magazine. If you have any feedback or ideas for the magazine please let us know by emailing the Housing Communications Team: home@cityoflondon.gov.uk
MEET THE @HOME MAGAZINE TEAM
INTERVIEW WITH ANNA DONOGHUE, INFORMATION, PERFORMANCE AND QUALITY ASSURANCE MANAGER
Anna Donoghue is the Information, Performance and Quality Assurance Manager for City Corporation Housing. She manages data protection and the complaints process, analyses team performance, and coordinates Freedom of Information Act and Subject Access Requests with teams across Housing. We sat down with Anna to ask her about her role, focusing on the complaints process and service improvement.
What’s the most important thing when it comes to handling complaints well?
Communication is key! Whether that is gaining a proper understanding of the complaint from the resident, acknowledging complaints within a timely manner, or communicating internally between teams.
How do you check that complaints are being dealt with properly?
My team has weekly meetings with colleagues across Housing where we discuss ongoing complaints, actions arising from complaint responses, and quality check responses to ensure all issues raised in the complaint have been addressed. We keep a log of actions arising from complaints and do not close them off our tracker until we have had confirmation of completion
Have you ever spotted a pattern in complaints that helped improve services?
We are consistently trying to use data from complaint trends for service improvement Senior Officers and Complaint Investigators attend a quarterly Complaints Learning Panel
We assess common themes and work to implement plans for improvement For example, over the Christmas period in which our offices were closed in 2024, we noted a trend in complaints relating to our out-of-hours service. We shared this feedback with the Head of Repairs and Maintenance who incorporated an improved out-of-hours service provision within our new Repairs and Maintenance contract with Chigwell.
How do you help staff feel confident when dealing with complaints?
We try and embrace a positive complaint handling culture. This means that we recognise that complaints are an opportunity for service improvement While staff receive training and resources, we encourage them to apply their expertise within their service area and address each complaint on a case-by-case basis.
“WE TRY AND EMBRACE A POSITIVE COMPLAINT HANDLING CULTURE. THIS MEANS THAT WE RECOGNISE THAT COMPLAINTS ARE AN OPPORTUNITY FOR SERVICE IMPROVEMENT.”
Why is looking at complaint data so important?
Data helps us identify trends, such as common complaint categories or issues linked to specific areas. While each complaint is addressed individually, these patterns enable us to implement service improvements at a broader level.
Not everyone who experiences a problem will make a formal complaint, so the data we do receive provides valuable insight into our service. We combine this with other sources, such as Tenant Satisfaction Measures (TSM) feedback, to build a clearer picture and drive meaningful improvements
How do you balance fixing individual issues quickly with improving things for everyone?
We ask investigators in individual teams to take the lead on resolving the complaints they are allocated This ensures that the team with the relevant expertise can work to quickly address any actions identified in the complaint handing process
The Housing Complaints and Customer Feedback Team then looks at complaints through a broader lens. We share monthly summaries of trends relating to lessons learned with team managers and trend data is used to identify areas for service improvement Now, I am working with the Service Improvement Manager to look at improvements to our services using feedback from complaints.
If you could learn any new skill overnight— just for fun what would it be?
Probably something sports related. I’ve never been particularly athletic, and my hand-eye coordination leaves a lot to be desired If I could wake up tomorrow and play tennis to a decent standard, it would give me a fun new way to spend my weekends
REGULATOR OF SOCIAL HOUSING INSPECTION PROGRESS
Following the launch of the new inspection regime in 2024, the Regulator of Social Housing (RSH) commenced its formal review of the City of London Corporation Housing’s services in September 2025. Planned inspections are carried out on a fouryear cycle for social landlords with over 1,000 homes and measure how well social landlords are meeting the Consumer Standards After the inspection the RSH will give City Corporation Housing a consumer grading from C1 to C4.
What are the Consumer Standards?
These are national standards set by the RSH to make sure all landlords provide safe, wellmaintained homes, listen to residents, and deliver fair, transparent services They cover areas such as:
Safety and Quality Standard: Landlords must provide safe, good-quality homes and landlord services This standard covers repairs, maintenance, planned improvements and accurate property condition records.
Tenancy Standard: Sets rules for fair allocation and letting of homes and how tenancies are managed, including support for tenants to maintain their tenancy.
Neighbourhood and Community Standard: Landlords must work with relevant partners to ensure tenants live in safe, well-maintained neighbourhoods and feel secure in their homes.
Transparency, Influence and Accountability Standard: Landlords must be open and fair, enabling tenants to access services, raise concerns, influence decisions and hold landlords to account.
What do the RSH grades mean?
After an inspection, the RSH will give a Consumer (C) grade to show how well a landlord is doing at providing safe, well-managed homes and listening to tenants. The grades go from C1 to C4:
C1 – Meeting the standards
C2 – Some weaknesses
C3 – Serious failings
C4 – Very serious failings
What We’ve Done So Far
Evidence submitted: To show we are meeting the standards and areas we wish to improve, we submitted 170+ documents to the RSH, including performance reports, meeting notes, policies, partnership agreements, leaflets, booklets, and anonymised case studies showing outcomes for tenants and housing applicants.
Meetings attended: While on-site for three days in early November, the RSH inspectors met with those responsible for delivering our services, including: the Executive Director of Community & Children's Services, the Director of Housing, Heads of Services and other key staff. These meetings help the inspectors understand how decisions are made and how we deliver the best outcomes for residents
Meetings observed: Inspectors also observed internal meetings, such as the Housing Improvement Board and the Housing Programme Board Online, they observed Community and Children’s Services Committee (CCS) and Housing Management and Almshouses Sub-Committee (HMASC) meetings. Observing these meetings helps the RSH see how we talk about performance, create improvement plans, and make important decisions.
Tenant involvement: Eleven tenants who have previously been involved in shaping services met with the RSH to share their perspectives on how effectively their voices are heard and acted upon, as well as their experiences of engagement and wider resident involvement activities. Inspectors also observed a recent Resident Voice Group meeting. Thank you again to everyone who took part.
Member & Town Clerk involvement: The Town Clerk, Ian Thomas, and chairs of the CCS committee (Helen Fentimen) and HMASC (Steve Goodman) met with the inspectors and have been fully involved throughout the process.
What’s Next?
The RSH will now evaluate all the documentary evidence and meetings observed. They will score our performance against the Consumer Standards
The formal judgement is expected to be published online in February 2026.
We will write to all residents once we receive our grading, detailing what the grading means and our action plan to address any gaps identified by the RSH.
If you have any questions or comments about the inspection, please get in touch with the Housing Communications Team by emailing home@cityoflondon.gov.uk.
AWAAB’S LAW: WHAT YOU NEED TO KNOW
From 27 October, a new law known as Awaab’s Law came into effect across England The Hazards in Social Housing (Prescribed Requirements) (England) Regulations 2025 are designed to protect tenants from the serious health risks posed by damp and mould in social housing.
Damp and mould are not just unpleasant; they can be dangerous. Exposure to mould can cause or worsen respiratory conditions, allergies, and other health problems, especially for vulnerable groups like children, the elderly, and those with pre-existing health conditions and/or disabilities.
Our team has implemented new procedures to comply with Awaab’s Law, including:
A triage system to assess risk levels at first contact New repair categories in our systems to ensure timely action. Monitoring tools to track inspections and repairs.
Report damp and mould online
If you notice signs of damp or mould in your home: Report it immediately: Through the online reporting form, by emailing the Property Services Team (propertyservices@cityoflondon.gov.uk) or by calling the team on 0800 035 0003.
Include relevant details such as where the mould is located, how extensive it is, and whether anyone in the household is vulnerable.
Keep records: Take photos and note the date you reported the issue.
If mould is present, depending on the severity of the issue, we may ask our contractors to complete a mould treatment of the affected areas:
https://tinyurl.com/CCHReportDM
We aim to complete damp and mould inspections within 10 working days.
We aim to complete standard mould treatments within 10 working days.
In severe/high risk cases, we aim to complete an emergency mould treatment within 24 hours.
Examples of damp and mould around the home
Extent of damp and mould
Low-risk (healthy adults)
Medium risk (children <16, pregnant women, elderly, mild respiratory or skin conditions, mental health issues)
High risk (children <1 very elderly & frail, severe asthma, COPD, immunocompromised)
Minor (small or isolated patch, <1m², localised condensation, mould around window frames; mastic sealants; non habitable spaces)
Moderate (multiple patches, 1–3m², visible mould in main living areas including kitchens and bathrooms, may be due to leaks or poor ventilation)
Extensive (widespread, >3m², developed black mould present in habitable spaces; structural damp, recurring issues)
Damp and mould risk matrix: This matrix is for guidance only to inform next actions and urgency.
If a water leak or water penetration is suspected, we will ask our contractors to investigate and complete any required repairs.
We aim to complete standard leak investigation and repairs within 20 working days.
Where a leak is severe and uncontainable, we aim to complete emergency repairs within 24 hours.
We may also send a Property Services Officer to assess your home During the visit they will diagnose the causes of the damp and mould, and identify any essential repairs needed. Where appropriate, we will provide advice about how you can manage and reduce damp and mould in your home
For your safety, we ask all our contractors and staff to let us know if they spot signs of damp and mould in resident’s home.
If they do, we will contact you and let you know what we can do to help resolve the issue
We are committed to ensuring every resident lives in a safe, healthy home.
INSIDE EVERY HOME: WHERE WE ARE SO FAR
By: Greg Wade Head of Major Works
This year, we launched the ‘Inside Every Home’ project. As a housing provider, we need to know more about our homes, and the only way to do this is to visit every home across our estates This project will assess our homes and buildings to understand their maintenance, investment and safety needs, and we will also conduct a household survey to gain a better understanding of our residents.
There are four components of the Inside Every Home project:
Gas Safety Check: Our gas and heating contractor TSG are undertaking annual gas safety checks of all homes to ensure gas appliances are leakfree, safe, and functioning correctly. In the last year, over 99% of homes have been tested
Electrical Safety Check: We sent a letter to all homes with overdue electrical tests to advise residents of the delay in testing and our plan to test all homes that are overdue by April 2026 Our contractors Sureserve and Goom Electrical are making great progress on these tests, and 89% (as of 8 December) of homes have now been tested within the last five years.
Stock Condition Survey: Our contractor Potter Raper has started visiting every tenanted home to survey key components such as windows, kitchens, bathrooms and heating systems. They will also be assessing the external and communal areas of our buildings So far, 62% of homes have been surveyed (as of 3 December) with previously unreported damp and mould as the most common issue identified. We are taking action to ensure that damp and mould issues are prioritised and dealt with promptly, inline with Awaab’s Law
Household Survey: City Corporation Housing staff will be visiting every tenanted household to understand more about our residents so that we can tailor our services according to different demographics and needs We will write to each estate with dates when we are due to arrive. If you have any questions about the Household Survey, please email householdsurveys@cityoflondon gov uk
You will receive a letter about each component of the Inside Every Home project from City Corporation staff or our contractors to let you know when they are visiting your estate/home and/or with details on how to book an appointment with them directly
Please wait until you have received a letter from us or our contractors before ringing to make an appointment.
These compliance visits are absolutely essential for your safety so when you receive a letter, please arrange access at your earliest convenience.
If access is not granted despite multiple attempts, City Corporation Housing may take enforcement action to ensure access so that compliance checks can take place.
This work will enable us to update our asset management strategy, ensure compliance with the Regulator of Social Housing's Consumer Standards and the current Decent Homes Standard. These visits will ensure your home is safe and that we know more about all our residents and their needs to shape our services.
Sydenham Hill Estate in Lewisham
DECENT HOMES: CURRENT STATUS AND FUTURE CHANGES
The Government is revising the Decent Homes Standard to be published next year and implemented between 2035 and 2037. These updates will raise compliance requirements, especially around energy efficiency, safety, and damp and mould prevention, and will require significant investment from landlords.
As of October 2025, 17 6% of City of London Corporation homes are classed as non-decent, up from 9.6% in 2024. This increase is mainly due to delays in three major refurbishment projects at Golden Lane Estate, William Blake Estate, andGeorge Elliston and Eric Wilkins Houses (Avondale Square Estate) These projects have been affected by previous funding constraints and regulatory changes and are now scheduled to start from 2027
A new stock condition survey is underway and may identify more areas needing attention. In the short term, non-decency levels may rise further before they improve.
The current Decent Homes Standard requires homes to:
Be free from serious health and safety hazards.
Be in a reasonable state of repair (a component must be both old and in need of significant repair to qualify).
Have modern facilities (in terms of age and layout)
Be thermally comfortable with effective insulation and heating.
Window replacements at Holloway Estate
Major refurbishment projects are being progressed for all three estates where significant repairs are needed. These works depend on planning approvals (including Listed Building Consent at Golden Lane Estate), Building Safety Regulator approvals, and funding. A new 10-year Major Works Programme has been drafted to address properties at risk of becoming non-decent and to anticipate future legislative changes
Over the past decade, we’ve invested £110 million in maintaining and improving homes, including:
refurbishments
and redecorations Water tank and heating system replacements
Aging buildings and new regulations mean further investment is essential. The Government’s consultation on forthcoming legislation (Decent Homes 2 0) proposes:
Retaining core criteria but adding a fifth: homes must be free from damp and mould.
Stricter repair standards: age thresholds removed; any poor condition component could trigger non-decency.
Modern facilities: focus on usability, safety, and layout rather than age
Energy efficiency: alignment with EPC Band C targets and improved insulation.
Damp and mould prevention: landlords must act quickly under Awaab’s Law.
What this means for residents:
If your home or building needs work, we’ll engage with you directly.
Major Works projects to improve decency at Golden Lane Estate, William Blake Estate and George Elliston and Eric Wilkins Houses are expected to start from 2027.
We aim to keep disruption to a minimum and will provide regular updates.
New windows, kitchens, bathrooms
and fire safety improvements
Roof works
Communal area refurbishments
NEW DEVELOPMENTS AND SPECIAL PROJECTS
Black Raven Court: Our new development next to Golden Lane Estate will provide 35 one-bedroom flats, 26 two-bedroom flats, and five threebedroom flats After a period of review, it has been determined that residents should be able to move in early 2026. The remedial work to an area of brickwork (behind the balconies) will be undertaken as part of a phased approach over 12 months and will be carefully managed while residents are in occupation.
York Way Estate: The new development at York Way Estate includes 91 new net zero carbon homes for social rent, a new community centre and estate office, waterproofing to the existing podium, new play spaces and extensive greening and landscaping. Three new buildings (Swaledale House, Herdwick House, and Ryeland House) are currently undergoing plastering works and kitchen installations, and brickwork is continuing at Aberdale House. We anticipate that residents will begin to move into new homes in Summer 2026.
Sydenham Hill Estate: The new development will provide 110 new homes for social rent at Sydenham Hill Estate. At Bean Tree Court, internal snags are being completed, and all new flats are being cleaned ready for new residents. Externally, landscaping works continue including laying turf, paving, and brickwork For the new homes on Otto Close, internal decorating, mechanical, electrical, and kitchen installations continue along with paving to their rear gardens We anticipate that residents will begin to move in to the new homes in early 2026.
We want to express our sincere thanks for your understanding and cooperation while we work to build new homes. We appreciate that living near a construction site can bring challenges. These new homes will help create a stronger community and provide much-needed new homes for social rent and your support is helping us make that possible
HELP WITH HOUSING COSTS: ARE YOU GETTING ALL THE SUPPORT YOU’RE ENTITLED TO?
Many residents miss out on benefits and financial help simply because they don’t know what’s available. With the cost of living continuing to rise, and the holidays coming up, it’s more important than ever to make sure you’re claiming everything you’re entitled to and exploring ways to boost your income
Check your benefit entitlement
Millions of pounds in benefits go unclaimed every year. Even if you’re working or own your home, you may still qualify for support
Use an online benefits calculator like Turn2us or EntitledTo to check what you qua e Univ ouncil Tax
Reduce your outgoings
Check if you qualify for social tariffs on broadband and energy
Use local food banks and community support schemes if needed.
Look for discounts and freebies linked to Universal Credit or other benefits
Get expert advice
City Advice: Independent advice on benefits, debt, and money management (see page 17 for more information about City Advice)
Income Recovery Officers: Our team can help you manage rent accounts, set up payment plans, and signpost you to support services Contact your Income Recovery Officer directly or call 020 7332 1263.
If yo ability, che Pay ance.
Explore additional support
Claiming one benefit can unlock other support, such as:
Help with rent and Council Tax. Energy bill discounts (e g , Warm Home Discount).
Free prescriptions, eye tests, and dental care.
Grants for school clothing or emergency support from local councils.
Emergency grants and hardship funds
If you’re facing a financial crisis, emergency grants and hardship funds can help with essentials like food, fuel, clothing, furniture, and emergency travel. Check your local authority website for more information about these schemes.
Most schemes require you to be on a low income or receiving certain benefits. Awards are discretionary and funds are limited, so apply as soon as possible.
ANNUAL REPORT FOR TENANTS 2024-25
In September, we published our latest Annual Report for Tenants This report provides valuable insights into the work we’ve done in 20242025 to improve our services and our goals for 2025-26.
It highlights key achievements, details on housing services, and our ongoing commitment to supporting our residents This report reflects the voices of our tenants and the progress we’ve made together. We invite you to explore the report and see how we're working to improve our services for residents and communities.
CLIMATE ACTION PROGRESS REPORT
We’re on track for net zero by 2040 across the Square Mile and the City Corporation, while building climate resilience! Key highlights include a 24% reduction in Square Mile emissions, enough to power 81,000 homes for a year, and 85% of peak on-street travel is now from walking, wheeling, and cycling. Since 2021, 17,200m² of public space has been improved with climate resilient greening.
William Blake Estate in Lambeth
CITY ADVICE RECOMMISSIONED FOR ANOTHER THREE YEARS
Toynbee Hall has secured renewed funding from the City of London Corporation to continue delivering City Advice for a further three years. The trusted, long-standing service has been relaunched with extended hours and more ways to get support
Each year, City Advice will support over 700 residents across the City of London and City Corporation Housing estates with free, confidential and independent advice. The service covers a wide range of issues, including welfare benefits, debt, housing, employment, family matters and consumer rights.
In the coming months, Toynbee Hall will also introduce two of its award-winning Video Advice Kiosks on City estates, ensuring that residents who are digitally excluded can still access support securely and conveniently within their own communities.
To get advice: call 0800 808 5853 (seven days a week, 8am-8pm), email city.advice@toynbeehall.org.uk, or visit www.toynbeehall.org.uk/cityadvice/
Case Study
Mary* is a disabled young person who lives in the City and has been known to City Advice for several years through their work with Mary’s family. This long-standing relationship meant there was a high level of trust when they approached the service during a period of significant decline in their health and wellbeing.
Alongside their disability, Mary lives with multiple long-term conditions. Their difficulties worsened when they were housed outside the City, away from their family and support networks, leading to distress and poor mental health.
City Advice carried out a full assessment and provided sustained advice, support, and casework across several complex areas. A priority was helping them move closer to their family. City Advice worked closely with the City Corporation Housing Team, supported form completion, and assisted with appeals against two negative medical assessments by gathering additional evidence from their GP and other practitioners This led to approval for a management transfer back into the Square Mile.
Alongside rehousing, City Advice helped Mary renew their disability benefits and apply to the Emergency Support Scheme for essential items for their new home. Thanks to this support, Mary is now near family, able to access the care they need, and their wellbeing has improved significantly.
CROSSWORD: CITY OF LONDON CORPORATION - DCCS AND HOUSING
Complete this crossword online: tinyurl.com/CCHDec25crossword
Across
5.Support offered to vulnerable residents by the Department for Children and Community Services
8.Estate built in the 1950s, famous for its modernist design
9.A library that hosts frequent book-related events
10.City Corporation Housing Estate celebrating its 100 year anniversary in 2026
Down
1 Scheme providing financial help for housing costs
2.Document outlining rights and responsibilities of residents
3.Historic area in the City where multiple post-war estates were built
4.A community centre on the outskirts of the City
6.A library offering scores, CDs and music resources
7 Service that helps residents with urgent property issues
Answers will be provided in our next @Home monthly newsletter.
RECIPES ON A BUDGET: SPAGHETTI PUTTANESCA
Prep time: 5 minutes
Cook time: 15 minutes
Total: 20 minutes
Serves: 2-3
Ingredients
4 tablespoons (60ml) olive oil, divided
4 medium garlic cloves, chopped
4-6 anchovy fillets, chopped
Large pinch of crushed chillies
¼ cup (60g) capers, drained and chopped
¼ cup (60g) chopped pitted black olives
1 cup (225g) chopped tinned tomatoes
1 can tuna or sardines (optional)
Salt
225g dried spaghetti
Small handful of chopped fresh parsley
30g grated Pecorino Romano or Parmesan cheese, plus more for serving
Black pepper
This recipe requires minimal time, effort and clean up and is full of pantry staples making it an easy and affordable weeknight meal. It is also very easy to scale up to serve a crowd. Serve with a side of roasted or steamed vegetables.
In a medium skillet, combine 2 tablespoons (30ml) oil, garlic, anchovies, and red pepper flakes Cook over medium heat until garlic is very lightly golden, about 5 minutes Add capers and olives and stir to combine.
Add tomatoes, stir to combine, and bring to a bare simmer If using, stir in canned tuna or sardines, flaking gently with a fork. Remove from heat.
Meanwhile, in a large saucepan of lightly salted boiling water, cook spaghetti about 2 minutes less than package directions.
Using tongs, transfer pasta to sauce. Alternatively, drain pasta through a colander, reserving 1 cup (250ml) of the cooking water Add drained pasta to sauce.
Add a few tablespoons of pasta water to sauce and set over medium-high heat to bring pasta and sauce to a vigorous simmer. Cook, stirring and shaking the pan and adding more pasta water as necessary to keep sauce loose, until pasta is cooked to your liking, 1 to 2 minutes longer Remove from heat and stir in remaining olive oil, parsley, and cheese. Season with salt and pepper. Serve immediately with more grated cheese.
USEFUL CONTACTS
Estate offices
Almshouses: 020 7274 1337
almshouses@cityoflondon.gov.uk
Avondale Square: 020 7237 3753
AvondaleSquareEstate@cityoflondon.gov.uk
Holloway: 020 7607 3207
Hollowayestateteam@cityoflondon gov uk
Golden Lane: 020 7253 2556
GoldenLane@cityoflondon.gov.uk
Harman Close: 020 7237 1696
Harman Close@cityoflondon gov uk
Isleden House: 020 7226 2892
Isleden House@cityoflondon gov uk
Middlesex Street, Dron House, Spitalfields and Windsor House: 020 7247 4839 | mse@cityoflondon.gov.uk
Southwark, Horace Jones and William Blake: 020 7620 3702 | Southwark@cityoflondon gov uk
Sydenham Hill: 020 7620 3702
Sydenham.Hill@cityoflondon.gov.uk
York Way: 020 7607 3119
Yorkway.EstateTeam@cityoflondon.gov.uk
Benefits Team
020 7332 3937 | benefits@cityoflondon.gov.uk
Communications Team home@cityoflondon.gov.uk
Complaints and Customer Feedback Team 020 7606 3030 (Switchboard) or 020 7029 3935 (Housing Complaints and Feedback) housing.complaints@cityoflondon.gov.uk
Housing Complaints and Customer Feedback Team Barbican Estate Office 3 Lauderdale Place London EC2Y 8EN
Estate services (cleaning, caretaking and gardening)
You can report issues relating to cleaning and grounds maintenance on your estate by email: estateservices@cityoflondon.gov.uk
If you would like to speak to someone instead, please call your local estate office.
New Developments and Special Projects Team
DCCS-NewDevelopmentsTeam@cityoflondon.gov.uk
GET INVOLVED!
Getting involved is how you, as a City Corporation Housing resident, can influence what services you receive from us. You are the best people to tell us what works well and where we can do better, and your involvement makes a real difference. Throughout the year we run a number of consultations, surveys and open meetings so you can express your views and opinions.
If you would like to take part in our consultations, visit our new Commonplace: cityoflondonhousing.commonplace.is/ or contact the Resident Involvement Team using the details on this page.
Major Works Team
dccs-majorworksteam@cityoflondon.gov.uk
Home Ownership/Leaseholder Team home ownership@cityoflondon gov uk
Housing Needs Team hadvice@cityoflondon.gov.uk
Resident involvement Team
Resident Involvement@cityoflondon gov uk
Repairs Service Desk
0800 035 0003 propertyservices@cityoflondon.gov.uk
Out-of-hours emergencies only (between 5pm - 8am)
Repairs: 0800 035 0003
Urgent estate matters (not repairs): 020 7256 6583
Rents Team and arrears
Rent accounts/payments: 020 7332 3937 (ask for housing rents)
DCCS-rentsteam@cityoflondon.gov.uk
Rent arrears: please call your local estate office or email us at incomerecoverofficer@cityoflondon.gov.uk