Housing news: information for our tenants and leaseholders

The new Service Improvement Strategy 2025/26 to 2028/29 outlines how we will make changes to services and ensure residents can monitor our delivery of them.  

The strategy sets out how the council will respond to the required improvements identified by the RSH C2 judgement and the path to achieving a C1 rating.  

Projects will be delivered across seven key areas:  

• business improvement, regulatory compliance and governance 

• neighbourhood management and thriving communities 

• intelligent use of data 

• resident empowerment, engagement and communication 

• commitment to performing, learning and evolving 

• IT and systems 

• complaints.

If you missed out on today's (Thursday 29 January) conference you can watch it back online to find out more about your housing service and our improvement plans. 

This year, the conference was co-chaired by residents and council officers.

Residents' views and local knowledge are vital in helping us understand your needs and priorities.

We’re looking for more residents to get involved and help shape the services throughout the year.

Visit our website to see our upcoming events.

In December, officers from our housing, caretaking and community safety teams were joined by Cllr Jonathan Bianco, Deputy Leader and Cabinet Member for Corporate Services and Property, for a pilot estate walkabout at Skeffington Court in Hayes. 

As part of our housing services improvement programme, the visits will be carried out regularly across the borough.  

They will give tenants and leaseholders the chance to meet their housing officers, raise concerns or suggest improvements to the estate and housing services.

In the past year, through our range of engagement activities, special interest groups and panels, tenants’ and leaseholders’ feedback has been helping the council make important changes to services, including:

• improved website navigation through user testing
• the introduction of an AI customer service system to make information more accessible
• more detailed information provided to residents receiving repairs and planned works
• clearer visuals added to the online repairs reporting system to improve navigation
• more detailed information provided on how to submit a complaint
• the introduction of manager availability displays and clearer service timetables in our sheltered housing schemes so residents know when someone is available to speak to and we also supported digital access with free laptops and training for those who needed it. 

You can review our annual performance for 2024/25 online or request a hard copy by emailing customerengagement@hillingdon.gov.uk or view it in any of our libraries. 

Each year, social housing landlords are required to collect data regarding tenant satisfaction measures (TSMs) to continue to improve standards for residents and highlight how they are performing.  

Acuity Research & Practice Ltd, an independent research organisation, will carry out the 2025/26 survey on the council’s behalf. 

They may contact you by telephone or email in the coming months to invite you to take part. All responses will be treated confidentially and fairly. 

There are 22 TSMs which performance is measured against, 12 of which are tenant perception measures and 10 management information measures. They are designed to show tenants how the council is performing as your landlord and for you to hold us to account.  

The feedback also helps us to continue to shape and improve housing services. 

In partnership with Microsoft, we’re offering a series of free digital workshops to help residents build their confidence using Copilot, an everyday AI assistant that can support with managing daily tasks.   

Drop in to Ruislip Manor Library on Monday 2 February from 1pm to 3pm or Botwell Green Library on Friday 6 February from 1pm to 3pm. 

The workshops will cover how to use Copilot for writing, planning, research and how to stay safe online.  

Sessions are open to anyone who wants to improve their digital confidence, especially beginners. No prior experience is needed.  

Following a fire in 2023, one of our homes in Vernon Drive, Harefield was badly damaged. 

As part of our commitment to provide good standard homes which meet tenants’ needs, we took the opportunity to demolish the home and replace it with two brand-new wheelchair-accessible five-bed homes. 

In December, Cllr Jonathan Bianco, Deputy Leader and Cabinet Member for Corporate Services and Property, visited the site to celebrate the completion. 

The original tenants have moved back in, and the second home will soon be let to an eligible family on the housing register. 

Each property is equipped with accessible bathrooms and lifts, while also being fitted with solar panels and air source heat pumps to help reduce carbon emissions.

Following concerns by residents, we introduced an immediate Houses in Multiple Occupancy (HMO) Article 4 Direction, removing permitted development rights which currently allow a family home to be converted into a small HMO for three to six people without planning permission. 

All owners must now obtain planning permission before changing the use of a property to an HMO. The reinforced rules will help the council prevent the overconcentration of HMOs in any one area and preserve the character of local neighbourhoods. 

While an Article 4 directive relates to planning rules, we are also exploring tighter licensing controls.  

Currently, the council operates a mandatory licensing scheme for large HMOs, and it is proposing to introduce an additional licensing scheme which would expand this and apply conditions to small HMOs. 

If approved, the tighter restrictions would help address issues, including rogue landlords, poor quality housing, safety conditions, anti-social behaviour, and waste management.  

A consultation on the proposals ran between October and January, and feedback is being reviewed and will help inform a decision on implementing the scheme. 

The Metropolitan Police Service’s digital platform, Met Engage, connects residents with their local Safer Neighbourhood Team and provides updates on local policing and community events.  

Residents can also receive crime updates and prevention advice via Hillingdon Neighbourhood Watch (previously the Online Watch Link – OWL service). 

The council is trialling a new ‘Pop-Up Waste Drop’ service, bringing temporary collection points to various locations, making it easier for residents to dispose of unwanted or bulky items near their home.  

The first event will be held at Charville Community Centre, Bury Avenue, Hayes, on Saturday 31 January, from 10am until 2pm, with the next on Saturday 14 February, at the Battle of Britain Bunker Exhibition and Visitor Centre, Wren Avenue, Uxbridge, from 10am to 2pm. 

You will not be treated less favourably if you decide to complain, and your complaint will be dealt with in confidence.

Watch this video from the Housing Ombudsman for advice on complaining about the council as your landlord.   

The easiest way to submit a complaint is by completing the online form.   

You can also submit complaints in person with your housing officer, at one of our libraries, or by letter, email or on the phone.