Following the meeting on 16 May when residents discussed concerns with Tower Hamlets Community Housing (THCH), the Chair introduced Mandeep Bhogil, Director of Operations for THCH to respond. Ms Bhogil refuted the claim that a resident's death was caused by repair issues not adequately addressed. There were underlying health concerns which led to this and not outstanding repair issues.

Members were informed that roof remediation work at Vollasky House was completed approximately 10 days ago, at no additional cost to leaseholders and that investigations into the pipework and the water supply were conducted prior to completion. Ms Bhogil acknowledged that there are general concerns regarding performance that are currently being addressed and improvements are ongoing.

Ms Bhogil then clarified that due to THCH's limited financial capacity to deliver improvements, a merger is being sought. The housing provider’s right to buy portfolio has been sold off and rental income has reduced. This has impacted fire remediation works, which are approximately £50 million and currently THCH is not able to provide adequate service repairs without a merger partner.

Following questions by the sub-committee, Mandeep Bhogil;

·       Confirmed that overpayment and invoice issues a resident discussed at the May meeting have been resolved and they now have access to all invoices sent. A review of service charges at Charles Dickens House was also undertaken. The outcome revealed that residents had paid less than the cost to provide the service charges. A summary of all service charge payments can be submitted to the sub-committee for review.

·       Explained that two senior independent directors and three new Board members have been appointed, to increase and enhance the skill set.

·       Clarified that discussions with Hyde Housing Association are ongoing and they are committed to keep the THCH office locally based and to invest in the community. Hyde have invested in service improvements for lift upgrades at Luke House and repairs at seven community centres.

·       Clarified that improvement plans include kitchen, bathroom and roof upgrades to improve the quality of housing stock for residents. The main aim is to increase tenant satisfaction measures and THCH will continue to engage with residents positively via the Resident Voice Panel and two resident Board Members.

·       Acknowledged residents’ concerns regarding the lack of engagement and ongoing Resident Voice Panel meetings are held to resolve any issues. There are also community based meetings held in community centres and open surgeries.

·       Noted improvements include an open office drop in, where residents can discuss concerns in the office. Residents also expressed concern about the lack of staff within the estates, which is now being addressed with more Housing Officers, Fire Risk Support Officers and Estate Officers on site to improve resident engagement. A digital noticeboard and a text messaging service are also available for residents to receive immediate feedback on queries. which will assist in learning from complaints and improving resident satisfaction.

·       Confirmed that all complaints received are now responded to within time scales.

·       Acknowledged that THCH are experiencing difficulties in delivering core services, which will only worsen in 18 months if the organisation does not acquire a merger partner to assist in remediation programmes.

·       Confirmed that the relationship with the Council is a positive one. Quarterly meetings take place with Mayor Lutfur Rahman and there are regular discussions with Councillor Amin Rahman,  Councillor Kabir Hussain and Councillor Musthak Ahmed respectively.

·       Noted that consideration has been given to selling off land and potential asset disposal, however, a bid for a merger partner takes precedence.

·       Clarified that quarterly meetings are held with leaseholders and general needs residents, to discuss improvements and determine the areas that require remediation.

·       Confirmed that THCH has a customer consultation communication plan, where residents can discuss any issues regarding the merger. This includes a survey, an online resident form, a text message consultation process, and the ‘Here To Hear’ campaign to encourage individuals to engage with THCH. Housing Officers are also contacting residents directly through door knocking to receive feedback.

The Chair thanked Ms Bhogil for attending and stated that the Council will work to resolve long-standing residents’ concerns.

The Housing and Regeneration Scrutiny Sub-Committee RESOLVED:

1.    That a summary of service charge payments be submitted to the sub-committee for review.