Councillor Sue Sampson, Portfolio holder for Housing Management and Homelessness
We’re excited to share what we’ve been up to over the past year (2024/25), celebrate some of the progress we’ve made together, and talk about what’s coming next.
We know times are still tough for many. Even though inflation is slowing down, the cost of food, energy, and housing is still high and that can take a toll. If you’re feeling the pressure, please don’t hesitate to reach out.
You can:
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Visit our website to explore housing information and submit an enquiry through our online housing form.
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Call our Customer Service Centre on 020 8583 4000, Monday to Friday, 9am to 5pm. For urgent issues outside these hours, call 020 8583 2222.
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Attend an estate surgery or hub session to speak with a member of our housing management team or other support services.
View full details, including locations and times.
Whatever your situation, please know that support is available, and we encourage you to reach out.
On a brighter note, we’re really pleased with the results from our latest Tenant Satisfaction Measures (TSM). Many of you told us you feel supported and happy with the services we provide which means a lot to us. But we’re not stopping there. We know there’s always more we can do, and we’re committed to working with you to keep improving and making sure your voice is heard.
With best regards,
Councillor Sue Sampson
From April 2024, the Regulator of Social Housing introduced four new Consumer Standards that all social landlords must meet.
These changes are designed to strengthen your rights and ensure you receive the service and support you deserve. Here’s what they mean for you:
1. A safe, quality home
You have every right to feel safe and comfortable where you live. We’re committed to keeping your home in good condition, carrying out repairs properly, and making sure everything meets the right standards.
2. Being heard and respected
Your voice matters. We’re expected to be open with you, to listen, and to involve you in decisions that affect your home and community.
3. A neighbourhood you’re proud of
We want your area to be a place you enjoy living in. That means working with local partners to keep it clean, safe, and welcoming and supporting a strong sense of community.
4. Fair and clear tenancy management
Your tenancy should be managed with fairness and transparency. We’ll make sure the process of letting homes is clear, support you to stay in your home, and be there if your circumstances change.
This year, we’re focused on strengthening how we deliver our services, by listening to your feedback, reviewing what we do, and working together to build a housing service that’s safer, fairer, and shaped by our community.
Read more about the regulatory standards for landlords.
At Hounslow Council, we’re committed to creating a borough where everyone feels respected, represented, and empowered.
Our "A Fairer, More Equal Hounslow" strategy is built around three key pillars:
Equality by place: tackling inequality in specific neighbourhoods and communities.
Equality by groups: addressing the needs of groups who experience persistent disadvantage.
Equality as an employer: ensuring our workforce reflects the diversity of our borough and is inclusive at every level.
As part of our commitment to inclusive services, we may ask you to complete our Equalities Monitoring Form during a visit to your property. We strongly encourage you to take part. Your responses help us better understand the needs of our tenants and ensure our services are fair, accessible and responsive to everyone in our community.
Each year, we ask for your views to help shape our services.
The Tenant Satisfaction Measures (TSMs), introduced nationally in April 2023, help track how well social landlords like us are doing.
This year’s results show encouraging progress. Many of you are happy with your home, our repairs service, and how we handle your concerns.
We’re proud of the progress, but we’re not stopping here. Your feedback is driving real improvements, and we’re committed to doing even better.
View the results of our tenant satisfaction survey.
You can see how Hounslow Council compares to other social housing providers by reading the Regulator of Social Housing’s report.
Tenant satisfaction measure results for 2024/25:
- 4.1% homes that do not meet the Decent Homes Standard. This represents 548 of 13,447 homes
- 95.9% homes that meet the Decent Homes Standard. This represents 12,899 of 13,447 homes
- 75.4% non-emergency responsive repairs completed within our target timescale
- 99.3% emergency responsive repairs completed within our target timescale
- 71.5% report that they are satisfied with the repairs service over the last 12 months
- 72.5% report that they are satisfied with the time taken to complete their most recent repair
- 68.4% felt that we provide a home that is well maintained
- 72.7% felt that we provide a home that is safe
Investment in homes
- Boilers: 206
- Kitchens and Bathrooms: 399
- Adaptations: 204
New homes
297 new homes (173 Hounslow built, 124 new homes acquired)
A sample of compliments received in 2024/25:
“Operative has done an amazing job, he was clean and tidy”
“Very polite excellent manner, clean, very happy with the work. Thank you”
“The operatives were very good and polite”
“I just want to say keep up the good works you are all doing helping the community and the residents.”
Tenant satisfaction measure results:
- Proportion of homes for which all required gas safety checks have been carried out: 99.9%
- Proportion of homes for which all required fire risk assessments have been carried out: 100%
- Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out: 91.8%
- Proportion of homes for which all required legionella risk assessments have been carried out: 100%
- Proportion of homes for which all required communal passenger lift safety checks have been carried out: 99.3%
Cases where we have not been able to achieve 100% compliance are mainly due to difficulties in gaining access to some properties. We strongly encourage all residents to provide access when requested, as this is vital for maintaining the safety and condition of your home.
Residents Voice is a tenant-led group that helps shape and improve local housing services. It gives residents a platform to share their views, ensuring services reflect community needs.
Residents Voice is made up of tenants and leaseholders from different parts of the borough. While membership is through a selection process, the group regularly invites other residents to take part in reviews, workshops, or discussions on specific topics.
This collaborative approach helps to:
- Build trust between residents and the Council
- Improve the quality and fairness of services
- Make sure resident voices are included in decision-making
To learn more about Residents Voice or to express your interest, please visit the Talk Hounslow webpage.
Tenant satisfaction measure results for 2024/25:
- 19.1 housing-related anti-social behaviour cases, opened per 1,000 homes
- 0.2 housing-related anti-social behaviour cases that involve hate incidents, opened per 1,000 homes
- 63.5% are happy with our approach to handling anti-social behaviour in housing
- 64.7% felt that we listen to your views and acting upon them
- 75% felt that we keep you informed about things that matter to you
- 77% proportion of respondents who reported they feel we treat them fairly and with respect
- 69.6% are satisfied with the overall service they receive
- 31.6% are satisfied with our approach to complaint handling
- 69.7% felt that we keep our communal areas clean and well maintained
- 71% feel that we make a positive contribution to their neighbourhood
Recent estate improvement highlights:
- Bike hangers installed at 33 sites
Our Estate Improvement Team has rolled out secure bike hangers to encourage cycling and support active lifestyles. These installations also connect with the borough’s expanding cycle routes. - Supporting wildlife with bug hotels
As part of the “Natural Summer” initiative, we’ve added 26 Bug Hotels in 2024 to areas with longer grass, helping to create habitats for local wildlife.
What’s coming next:
- New community gardens
We’re adding five new community gardens at Mission Hall, Bolton Road, Oxford Court, Ivybridge, and Cromwell to foster green spaces and community engagement. - Bin upgrade review
Ten locations are being assessed for bin improvements, with upgrades expected at 4 to 5 sites this year to enhance cleanliness and convenience.
We’d love your input! Use our online form to suggest estate improvements.
Tenant satisfaction measure results:
- 59.3 number of stage one complaints received per 1,000 homes
- 16.9 number of stage two complaints received per 1,000 homes
- 42.2% stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales
- 56.6% stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales
We’re committed to resolving complaints fairly and promptly. Our process follows the latest Housing Ombudsman Complaint Handling Code:
- Stage 1: We will acknowledge your complaint within 5 working days and provide a full response within 10 working days of that acknowledgement.
- Stage 2: If your complaint is escalated, we will acknowledge it within 5 working days and provide a full response within 20 working days of that acknowledgement.
We’ll always aim to resolve issues as quickly as possible and keep you informed throughout the process.
If you have a complaint or if you have already reported an issue but feel it has not be resolved, please report your complaint by using our online form.
By telephone 020 8583 5211
In writing to:
Customer Relations Team
London Borough of Hounslow
Hounslow House
7 Bath Road
Hounslow
Middlesex
TW3 3EB
Once your complaint has completed the Council’s complaints process, if you remain dissatisfied you may request an independent review by the Local Government Ombudsman (or the Housing Ombudsman if you are a Council tenant or leaseholder). The Ombudsman’s details are as follows:
The Housing Ombudsman Service
PO Box 1484
Unit D
Preston
PR2 0ET
0300 111 3000
Email: info@housing-ombudsman.org.uk
Website: www.housing.ombudsman.org.uk
We maintain a dedicated account for all income and spending related to managing council homes and delivering housing services. This is known as the Housing Revenue Account (HRA). It ensures that rent and service charges paid by tenants are reinvested directly into maintaining and improving housing stock and related services.
Where our money comes from
Income - £184 million total
- Rent - £92,000,000
- Greater London Authority/Government new homes grants - £35,000,000
- Sales receipt - £19,000,000
- Service charges - £18,000,000
- Additional borrowing - £16,000,000
- Other income - £4,000,000
How we spend our money
Expenditure - £183 million total
- New build/purchases - £66,000,000
- Improvement works - £25,000,000
- Day-to-day repairs - £24,000,000
- Housing management - £23,000,000
- Rechargable services - £23,000,000
- Interest on debt - £22,000,000
