Housing Services Annual Report
Contents
Equality, diversity and inclusion
Bringing our vision and values to life
How are we performing?
Last 12 Months
Engagement & Communication
Repairs Improvements Complaints
Tackling damp & mould
Keeping you safe
Green Spaces
Anti-Social Behaviour
Supporting our tenants
How we spend your rent and service charges
Begum Cabinet Member for Housing Services
in the report to show our performance.
Equality, diversity and inclusion
Housing Services manages around 9,364 Council properties and 2,500 leasehold properties across the borough of Havering.
Leaseholders are not required to provide their personal information but we collect demographic and equalities information on our tenants. This is captured when a tenant signs-up for their tenancy and includes the household’s ethnicity, gender, age and disability.
We are actively updating this information to ensure that we have accurate records about our tenants and their families. This includes details of any vulnerabilities and the adjustments we need to make when delivering services in response to those needs.
Of those who have provided their ethnic background 17%
of our tenants are from a BAME background and 83% are from a white background
We have a large population of older tenants with 70% of our tenants are female aged over 60 40%
Bringing our iCare Values to life
Our values guide our approach to working with residents, partners and colleagues.
We are striving to make these values a reality for our residents. We have introduced new training for staff, to equip them with the skills to better understand residents’ needs, identify problems earlier and handle cases efficiently and compassionately.
Integrity
we are honest, trustworthy and reliable, we communicate openly and take responsibility for our actions.
Creativity
we find ways to solve problems and make things better, we look for new ideas and opportunities to innovate and are flexible and open to change.
Ambition
we focus on making Havering the best place anyone can live, work and do business, we take pride in our work and are committed to improving and developing ourselves.
Respect
we treat people with courtesy and compassion, we listen to other people’s ideas and perspectives and stand up to discrimination, bullying and harassment.
Everyone
we collaborate and co-produce to deliver results, we support each other and give constructive feedback and celebrate success and recognise everyone’s contribution.
How are we performing?
TSMs.
The Regulator of Social Housing has a set of indicators to measure the performance of all social housing landlords. The indicators are known as the Tenant Satisfaction Measures or TSMs and cover issues of importance to tenants such as satisfaction with services, performance on repairs, safety and complaints.
The TSMs help us to understand our performance and where we need to improve. We have worked with Housemark, a specialist housing performance organisation, who help us understand and measure our performance relative to other landlords. Housemark telephoned a large number of our residents to get satisfaction feedback.
We have compared our performance with the mid-point or ‘median’ for London councils. Here are the TSMs and our performance against them:
We secured external GLA funding just over £23m to provide safe, secure and affordable homes for families, individuals and vulnerable groups within Havering.
We responded to 14,256 emails sent to our dedicated Resident Services email box.
We answered 75,030 Housing related calls in our call centre.
We have completed 44,570 repairs.
We commenced our upgrade programme for lifts in Council communal tower blocks, low-rise and sheltered schemes as part of a £6m, two-year improvement plan.
We reduced arrears to 2.07% (London average is 9%) and our Income Team continue to recover over £20k per month
We introduced estate visits to engage directly with residents, listen to their concerns and identify areas for improvement.
175 new and affordable homes at Park Rise retirement village.
Six Family Fun Days attended by 774 adults, 1160 children with 1900 free meals provided.
197 new and affordable homes at New Green.
Engagement & communications
Listening to residents and working with you helps drive improvement and shape services.
We have published our revised Customer Service Standards so that we:
treat you in a friendly, fair and professional manner
provide well trained and knowledgeable staff
provide accurate and clear information in response to your enquiries
deliver what we promise, dealing with any problems that may arise and keep you informed of any delay
use plain language and not use jargon
respect your rights to confidentiality, privacy and safety and provide a private area for confidential enquiries
provide you with easy access to our services
actively listen to our customers and use feedback to improve the services and products we provide now and in the future
We have introduced new ways for residents to influence the housing service. No matter how much time you can spare, we have an opportunity for you in a way that suits you. Contact Resident Engagement by email: getinvolved@havering.gov.uk
The Resident Participation Panel meets quarterly with ad hoc subgroups. The group is formed of tenants and leaseholders in Havering to review policies, strategies and help shape our services.
We carry out regular estate inspections to check the cleanliness and site management of our estates. Residents are welcome to join these inspections with the Estate Officer.
Our events are held throughout the year, check ’At the Heart’ for an event in your area.
Youth Activities for our younger residents are held throughout the school holidays including football, netball, music, drama and the healthy food project.
Your voice counts!
We have been developing a new approach to consultation, reaching out to residents beyond our usual channels to reach a greater diversity of residents and ensure we hear from more voices.
We consulted with
1,258 residents
We engaged with families
2,112 fan
Working with residents to improve repairs
We are always looking for new ways to improve our tenant customer experience and streamline our operations.
Working with maintenance contractors Mears a new diagnostic tool has been introduced to help speed up repair times. Mears now offer live video chats with tenants to better understand the repair issue to respond accurately and efficiently.
Mears call centre receive over 1,000 calls per week on average, with 97% answered within 30 seconds.
As part of Mears’ aim to become the most socially responsible business in the housing sector by 2025, they have also committed to delivering over £246,000 worth of social value investment in the community for Havering.
This will be achieved through apprenticeships, green projects, raising money for local charities, food bank donations and sponsoring local events. Mears already employ 45 local full-time staff helping those in the area find jobs. Throughout this project they will also be providing 72 weeks of apprenticeships and delivering 553 hours of volunteering.
Our Repairs and Capital Works team are now providing customer satisfaction survey cards with QR codes to collect feedback directly from residents, aiming to collect more data and improve the service.
Responding to your complaints
In the last 12 months, we have:
Reviewed the Council Complaints Policy and Procedure with the introduction of a two stage complaints process.
Looked at the end-to-end complaints process to identify further opportunities to help us improve how we respond to and learn from complaints.
We have seen a year of progress and positive change, which has included refinements to the team structure and the introduction of dedicated complaint-handling officers.
We are introducing a new resident feedback survey to gather insights from customers after they receive a response to their complaint, feedback will be used to inform service improvements and highlight areas of success.
We remain committed to continuous improvement and to ensuring that our complaint-handling processes are efficient, transparent, and responsive to residents’ needs.
Number of stage 2 complaints received per 1000 homes 2
Tackling damp and Mould
Customer Services
We aim to provide excellent customer service and we recognise that timely and high-quality repairs are a priority for all residents.
We take reports from our residents about damp and mould very seriously. We know this can be stressful and we want everyone to feel safe and comfortable in their homes.
Our priority is ensuring our residents are informed about the steps that will be taken to remove mould and address any underlying issues and the timeframes for the work.
We assign a surveyor to inspect 100% of properties that report damp or mould. The team’s target is to inspect all properties within 14 calendar days.
The surveyor will attend the property to assess any defective elements to the building and ensure the building is free from both rising and penetrative damp.
Condensation
We cannot always completely remove condensation linked to the fabric of historic building design.
The surveyor will give advice and tips on how to minimise condensation. They will signpost residents to advice and support with energy bills.
Prevention is always better (and faster) than ‘cure’ when it comes to damp and mould control. Whilst we will take all reasonable steps to rectify any problems, many helpful tips on how to control and combat damp and mould are given in the Council’s booklet entitled ‘A guide to treating mould growth’.
If our maintenance services cannot resolve a damp and/or mould issue, due to building design, it will be included in our major works programme moving forward.
The new Damp and Mould Policy
The new Damp and Mould Policy is based on the proposed Awaab’s Law, the Housing Act 2004 and the Decent Homes Standard.
The specialist repairs call center will automatically offer residents a 10-day priority mould wash.
Additionally, every resident reporting damp or mould will be offered a damp and mould MOT proving an additional 3 support visits over 120 days to help keep properties mould free.
We will provide written confirmation of surveyor’s inspection and initial work dates.
Vulnerable tenants
Some residents, including young children and people with some health conditions, such as respiratory issues or immune deficiencies, and those with disabilities, are potentially more vulnerable and at greater risk because of damp and mould. When damp and mould issues are identified we will prioritise these repairs.
All Council staff visiting homes, including those from Children’s and Adults Social Care, will be asked to look for mould and report back any issues to us making clear if tenants have vulnerabilities, disabilities and health conditions.
How to report damp and mould
Any resident with concerns about damp and mould in their home should contact the call centre on: 01708 434000
By email to: callcentre.havering@mearsgroup.co.uk
Online by: Logging in to your ‘my housing’ account. Select the ‘Repair’ tab to log a repair.
Upon request, the Repairs service team can arrange a video call with a supervisor or surveyor within 24 hours (within normal working hours), who may raise emergency works as required.
Also, referrals can be made via healthcare partners such as GPs.
Keeping you safe
TSMs
The safety of your homes is our top priority. In recent years, there have been legislative changes around activities landlords need to undertake to ensure you remain safe in your homes.
This includes implementing the Building Safety Act and Fire Safety Act with a particular focus on highrise buildings and fire safety across all types of property. We comply with all regulatory requirements and meet the highest standards of inspection and associated works.
We want to involve our residents in why and how we do things.
Our High-rise Building Resident Engagement Strategy outlines how we will inform residents about safety procedures, involve them in decision-making, and make it easy to share concerns with us.
This strategy is built around four primary objectives to ensure resident engagement and safety are prioritised:
Empowerment
Equip residents with the tools, knowledge, and opportunities to contribute to building safety decisions and express concerns.
Participation
Encourage active involvement through inclusive and accessible pathways tailored to resident’s preferences.
Resident interaction
Build strong, two-way communication channels that prioritise transparency, collaboration, and responsiveness.
Information accessibility
Ensure that all residents can access safety-related information in formats that meet diverse needs and preferences.
This strategy offers you a greater say in the safety of your home. Key benefits include:
• Access to detailed safety information about your building.
• Regular updates on building safety measures, procedures, and assessments.
• The opportunity to raise concerns, provide feedback, and contribute to safety decisions.
• Inclusion in discussions about significant projects, such as fire safety improvements and planned maintenance.
How residents can be heard
The Building Safety Team use a range of ways that residents can get involved with building safety matters in high-rise residential buildings:
• We will arrange periodic resident safety meetings on all our high-rise estates, which will be a mix of in person events, via Teams or hybrid events to encourage as much participation as possible.
• Take part in estate walkabouts or drop-in sessions with the Building Safety Team.
• Complete online surveys.
• By contacting the Building Safety Team directly:
Email: firesafetyproject@havering.gov.uk
Telephone: 01708 434343 Ask for the Resident Safety Team
Website: www.havering.gov.uk
Information for tenants – Council Tenants – Resident Safety
Green Spaces on estates
Our estates include communal gardens and green spaces. These are regularly maintained and well cared for.
We increased resident involvement in community gardens at Hitchin Close, Taunton Road and Briar Road with initiatives on estates to encourage more residents to take direct action, including a volunteer gardening program to assist vulnerable residents in maintaining their gardens. This is part of our commitment to giving residents more welcoming safe spaces to enjoy.
Garage Sites Improvements
Over the last year we undertook a large project to improve and refurbish garages in our housing estates. We refurbished around 600 garages improving the overall look for the estate.
Residents can rent garages for storage or car storage via our website.
For further information or assistance in completing the application form please contact garages@havering.gov.uk
Havering in Bloom
It has been another great year for entries to this wonderful competition, which continues to demonstrate the creativity of Havering residents. Over 60 Havering residents entered Havering in Bloom 2024 including our Sheltered Housing residents displaying beautiful scenic communal gardens, colourful flowerbeds and hanging baskets.
I just wanted to give some feedback about No Mow May. I live in Simpson House next to open space NW8 and I think No Mow May is great. The park has attracted so much more wildlife.
I have seena Jay bird and this mor, let alone different insects and other plants. The initiative should continue.
Anti-Social Behaviour
We understand that anti-social behaviour (ASB) can severely affect residents’ quality of life and sense of safety in their communities.
That is why we collaborate closely with the Council Enforcement Team and the police and other key services both within and outside the council to address residents’ concerns.
We will take enforcement action and work to support vulnerable residents in addressing the underlying causes of ASB when necessary. Information on how to report ASB can be found on our website:
www.havering.gov.uk/community1/anti-social-behaviour-community
In the last 12 months, we have:
Made it easier for residents to understand and report anti- social behaviour.
Introduced a new CCTV control room.
Dealt with 650 cases of anti-social behaviour in Housing.
Carried out daily/weekly patrols with our Enforcement Team responding to reports of ASB.
We consulted with our Residents Panel and reviewed key policies including:
ASB Policy
Domestic Abuse Policy
Hate Crime Policy
Copies are on our website.
We carried out a number of crime prevention Days of Action with Community Police and Environmental Enforcement Officers.
Junior Citizens
Around 2,500 pupils from across Havering have once again taken part in the Junior Citizen Scheme, to learn life skills to help keep them safe in their communities.
Our Enforcement Team run the scheme, together with their partners the Metropolitan Police, London Fire Brigade, Safer Transport Police, Road Safety, Community Safety, Communities Team, Wize Up and Thames Water.
The scheme includes how to travel safely on public transport, have awareness of keeping safe from the dangers of knife crime and drugs and what they might need to do in various emergency situations.
The eyes of Havering
The new CCTV control room will ensure we can continue to provide the all-important support to police and community safety and enforcement officers.
This will help boost the role they play as the borough’s “eyes” in fighting crime and keeping everyone safer.
Over the last 18 months, there has been around 20,000 actions picked up by the CCTV control room and cameras.
This has included alerting police to crime, including anti-social behaviour taking place and providing footage that has helped lead to successful prosecutions.
The introduction of some additional re-deployable environmental cameras on our estates has led to nearly 2,000 enforcement actions against fly-tippers.
‘hot
Supporting our tenants
We are here to support our tenants, help people to maintain their tenancies and live comfortably and safely in their homes. We set out to treat everyone with respect and fairness and make sure our services are easy to access and meet people’s needs.
We know that people’s circumstances are different, and we have been working hard to improve the way we support vulnerable people.
Our Contact Centre has been ensuring our records are up to date to help understand tenant support needs and any reasonable adjustments required.
Residents Intense Need Service
The service supports more complex, sensitive or high-risk residents with mental health, addiction and safeguarding issues by arranging case conferences with the relevant agencies and supporting the individual. The Intense Needs Officer works closely with Adult and Children’s services.
Our Hoarding Pathway Coordinator supports vulnerable tenants who have had difficulties in maintaining their home free of clutter. The service helps approximately 42 residents with hoarding conditions every month.
Emergency Help
Where tenants face an unexpected emergency expense we can offer assistance.
Vulnerable households across the borough are sometimes able to access funds to help them with the rising cost of living, for example if you are struggling to buy food or pay for essential utility bills or other essential living costs.
Discretionary Housing Payments are available in specific circumstances to provide some extra financial help.
payment of £40k annum. This enabled the assist with day
How we spend your rent and service charges
The Council keeps a separate account of income and expenditure for managing the housing stock and providing housing management services. This is known as the Housing Revenue Account (HRA)
The main sources of income are rents and service charges from tenants and leaseholders.
The main items of expenditure are management and maintenance costs, major repairs, loan charges, and depreciation costs
Where our money comes from: HRA Income (£m)
How we spend our money: HRA
Expenditure (£m)
Income £m
Expenditure £m