The Chair invited residents from Tower Hamlets Community Housing (THCH) to discuss their experiences with the housing provider. One online resident, who requested anonymity, described THCH as not fit for purpose, noting the  ineffective repairs service, inadequate administration processes, letters addressed to the wrong resident with grammatical errors and the refusal to refund service charge overpayments. Members were informed that residents have no redress and claimed that, although senior staff and the Board are fully aware, vulnerable residents are left unable to complain.

Gaz Rahman, a leaseholder from Vollasky House Estate, reiterated the repairs concerns and claimed these failures contributed to a death in Vollasky House. At present, there are three properties with 3 inches of stagnant water inside and no remediation has been initiated. A surveying report obtained by an independent company revealed 19 defaults within the estate. A report from the Housing Ombudsman states that THCH are guilty of severe maladministration in relation to service charges and disrepairs over a significant period of time, although nothing has been done to rectify issues and Vollasky House is not a safe place to live. Mr Rahman queried why the Council has not intervened and why staff are still employed, when they do not respond to residents.

Anne Ambrose, a tenant from Minerva Estate, outlined details of the proposed merger with THCH and Poplar Harca and how residents had no redress to voice concerns. Ms Ambrose stated that THCH were not transparent and only informed residents that the merger would no longer occur when it was already common knowledge. Many permanent staff members have left the organisation; however, senior staff and the Board still remain, which only intensifies the situation. Members were asked to confirm if THCH will be brought in-house and if locally based providers can manage the properties going forward. Ms Ambrose who shared photographs of communal disrepair, urged for Council assistance.

Jakia Begum, a resident from Charles Dickens House, then spoke about being misled on bidding for the property as there were hidden heating charges concealed in the rent, for £88.00 per week. Requests for invoices have not been adequately addressed, as they are  either corrupted when sent via email or only available through a password that is not provided. Mrs Begum has been charged twice for utilities, once by the landlord and again from energy suppliers since the start of her tenancy and no explanation have been given by THCH. Emails have been ignored, requests for Stage 1 complaint was refused and hot water has not been provided to her residence.

Members were informed that CCTV services have been faulty for nearly 5 years but residents are still being requested to pay despite numerous complaints. Residents are required to pay a fee for services which are not being performed. Cleaning does not occur within the communal areas and complaints are frequently ignored.

Mushin Manir, whose mother lives in Folly House, expressed concerns that she and many other leaseholders have regarding reporting repairs, which have not been rectified, despite THCH’s claims that contractors have attended. Requests for invoices or receipts of repairs been made although THCH have stated  these details cannot be shared. The electricity is switched on in communal areas only during daylight hours. Concerns have been reported to the landlord since 2008 but have not been addressed.

Mr Manir queried why the Environmental Health team have not visited properties to review concerns which exceeds specific time frames. He then claimed that THCH are using legal jargon in an attempt not to fulfil their landlord obligations. Water leaking from pipes in ceilings has not been rectified, as the provider claims they cannot gain access, although the upstairs resident has, but was informed that the source of the leak cannot be found. Mr Manir requested more transparency regarding the proposed merger take place.

Peter Mengerink, a resident of Painter House, described his experiences, which mirrored the other residents. Cleaning services appears to only take place on the stairwell and THCH do not follow their own timeframe for resolving complaints or repairs. Residents have been informed that they are responsible for repairs that contradict tenancy agreements. Mr Mengerink asserted that the services charges are too high, and contacting the Housing Officer or manager is ineffective, as no details of who they have been given.

Members were told that senior management work from home and do not respond to complaints and staff turnaround for all departments is high. An improvement plan apparently signed off by the regulator has not been sent to residents and many no longer trust the management. Mr Mengerink urged the Council to ask the housing Regulator to intervene. The Board do not appear to have any oversight of major concerns residents have with THCH. Mr Mengerink suggested that an open letter for residents should be published to establish a set of improvements and explain why the merger did not take place. The Council should also consider bringing the service in-house.

Councillor Kabir Ahmed, Cabinet Member for Regeneration, Inclusive Development and Housebuilding, informed Members that a meeting took place with residents of Charles Dickens House to discuss initial concerns. Mayor Lutfur Rahman also met with residents and THCH management and sent a letter to the Regulator to request residents to be informed of the merger and for the merger to be kept as local as possible. Councillor Ahmed also spoke with Poplar HARCA who were not fully informed of why the merger did not occur. Members were informed that due to the current amount of debt THCH has and other regulatory requirements, it would not be feasible to bring the provider in-house.

Andrea Baker, Chair of Tower Hamlets Housing Forum (THHF) and Director of Housing at Poplar Harca, stated that the merger with THCH would be the best for residents, and are still eager to continue and welcome further discussions. Karen Swift, Director of Housing and Regeneration, then confirmed that a meeting was scheduled to take place with THCH management on 16 July prior to the merger not going ahead.

Further to  questions from the sub-committee, Councillor Kabir Ahmed and Karen Swift;

·       Clarified that although THCH concerns have been raised to both Councillors and The Mayor, residents have not received a response. Members were urged to use their voices to speak to the housing regulator as advocates for THCH residents on their concerns.

Members stated that they would like to be informed of any discussions regarding the issue which can be accessed to assist the Mayor in implementing improvements on the residents' behalf. Members then requested that the Mayor meet with the Minister for Housing, the Regulator for Social Housing and MPs to request immediate action on behalf of the residents.

The Housing and Regeneration Sub-Committee RESOLVED;

1.    That a written request be made to the Mayor to initiate a formal request to meet with the Minister for Housing, the Regulator for Social Housing, and MPs to investigate THCH performance concerns on behalf of residents.