Resident Committee: August 2026

At the August meeting, members received the latest update on customer and property performance, noting continued high demand for services, including repairs and Leaks, Condensation, Damp and Mould (LCDM) cases.

Members welcomed the reduction in tenancy fraud cases and received assurance on the work being undertaken by the newly established Tenancy Fraud team. They also reviewed the progress in customer data collection and discussed the improvements being made to increase the completion of resident information records.

Improving services and support for residents

Members discussed the actions being taken in response to the service charge review and welcomed plans to create a centralised Managing Agents team to help improve resident satisfaction levels and address complaints more effectively. They also considered how complaints raised through social media are managed and discussed the challenges associated with AI-generated complaints.

Members received an update on the fire at Belgrave Walk in Mitcham and were assured that support was being provided to affected residents. They also discussed how the results of home condition surveys are being communicated and welcomed plans to pilot resident scrutiny to better understand the type of information residents would like to receive. Additionally, members considered the impact of recent heatwaves and the need to adapt homes over time to reduce the risk of overheating.

Complaints, resident involvement, and digital services

The Committee welcomed continued improvements in complaints handling, including faster complaint resolution times and a reduction in Stage 2 complaint volumes. Members discussed compensation arrangements and supported further engagement with the Housing Ombudsman to understand whether current processes may be contributing to repeat complaints.

Members received an update on progress against the C2 to C1 Improvement Plan and also discussed the draft Anti-Social Behaviour (ASB) Outcomes Review, including how information is communicated to residents while balancing data protection considerations.

Members received updates on the planned resident mobile app and welcomed a demonstration of the E-Brik customer portal, which will provide residents with information on property investment projects in their area. Discussions included how projects would be selected for inclusion and how the portal could improve communication and transparency for residents.

The next Resident Committee will be 21st October.