Housing news: information for our tenants and leaseholders

In this edition, find out how you can help shape our services and track our performance as your landlord, why we're putting more officers in your neighbourhood, and discover how we're making homes safer and warmer this winter. 

Since our inspection by the Regulator of Social Housing (RSH), we’ve been making improvements to our services, with residents helping to guide our work. There is more to do, particularly on how we reduce complaints and act on your feedback, while we also remain focused on delivering the changes you expect.  

Read on to learn more about our new Amplifying Survivor Voices project which will help us engage with even more residents, providing a safe and appropriate way for survivors of domestic abuse to share their experiences and influence our decision making. 

I also recently met members of our Resident Scrutiny Panel, whose perspectives and constructive challenge have been helping us focus on what matters most. You can hear directly from panel members and discover more about their work.  

You’ll also find advice on reporting damp and mould and information about Awaab’s Law. We're preparing for its next phase (scheduled for 30 November 2026) which will extend protections to a wider range of significant hazards.  

We’re also developing the skills of our housing managers and leaders through training and work on the Competence and Conduct Standard, which has been informed by residents and staff.  

Thank you for sharing your views and helping us build a safer and more responsive service. Please keep getting involved, your experience makes a difference. 

Cllr Nick Denys 

Cabinet Member for Planning, Housing and Property 

We know these changes are only part of the work needed. We’ll continue to share our progress and listen to your experience of using our services. 

Thank you to everyone who took part in our annual Tenant Satisfaction Measures survey. Your feedback helps us understand what we are doing well and where we need to improve our housing services. 

For 2025/26, 73.6 per cent of residents said they are satisfied with the safety of their home and 69 per cent feel they are treated fairly and with respect. Satisfaction with repairs was 67.4 per cent, while overall satisfaction with our services was 61.2 per cent. 

You also told us where we need to improve. Just 26 per cent were satisfied with how we handle complaints, and 52.6 per cent felt we listen to their views and act on their feedback.

We are taking your responses seriously and working to improve the way we handle complaints, communicate with you and share how your views are helping us shape and improve services. 

We're currently looking for tenants to join a 10-week project exploring how we can improve our Contact Centre and the way we handle housing enquiries. If you'd like to get involved, register your interest by emailing our Resident Empowerment team.

Our new Amplifying Survivor Voices project gives tenants who have experienced domestic abuse or violence against women and girls a safe, confidential and supportive way to influence our services. 

Working with Solace Women’s Aid, we’re created a Survivor Advisory Panel. Members will be able to share feedback anonymously, review policies and help shape how we support residents. 

The project will also introduce specialist training for housing, repairs and anti-social behaviour officers to help them better support vulnerable residents. 

Find out how to get involved or email survivorvoices@hillingdon.gov.uk with any questions. 

Need support?  

If you, or someone you know, needs help with domestic abuse, support is available. You can also read our Domestic Abuse policy for tenants and leaseholders.  

In an emergency, always call 999. 

Every quarter, the Resident Scrutiny Panel presents a Residents’ Voice Update directly to housing service managers and the lead Cabinet Member, Cllr Denys.   

It’s an opportunity to hear what’s working, where change is needed and which issues residents want us to prioritise.  

Residents have welcomed closer contact with housing managers and clearer information. They have also called for: 

• clearer evidence of how feedback leads to improvements, including regular ‘You Said, We Did’ updates   
• better communication and clearer signposting to advice and support   
• stronger action and accountability to tackle anti-social behaviour   
• continued development of the Scrutiny Panel, including recruitment and training   
• more accessible and inclusive opportunities for residents to help shape services   
• greater scrutiny of areas, including repairs and contractor performance.  

Our neighbourhood officers are carrying out face-to-face surveys, asking about the people living in your home and any disabilities, vulnerabilities or support needs.

We want to understand our residents so we we can provide services and support that better meet your needs.

Thank you to everyone who has taken part so far. In October 2026, two participating tenants were randomly selected to each receive a £100 voucher.

If one of our neighbourhood officers gets in touch, please take a few moments to take part.

We’re investing £45 million this year (2026/27) to make tenants’ homes safer, warmer, more accessible and energy efficient, including installing new windows, doors, roofs, insulation and boilers.  

The four-year investment programme includes £4 million for adaptations to help residents with disabilities live more independently and more than £10 million to reduce carbon emissions and tackle damp and mould.  

Work is underway to improve the energy efficiency of more than 300 homes this year, including 20 single-brick council homes built in the 1930s on Haig Road in Uxbridge.  

Brian Fischer (pictured), who has lived in the area for more than 40 years and whose home was one of the first to be completed, said: “It looks fantastic and feels like a really nice uplift to our home, while the windows and doors are a big improvement.     

“We’ve also already noticed that the external wall insulation has made a big difference to the temperature of the house. We used to need to put the heating on quite high when it was cold, but it now feels much warmer and when it’s been hot it has felt cooler which is an added bonus.”  

We’ve refreshed our service standards, so you clearly know what to expect from us.  

They set out our responsibilities and help you hold us to account, including how we manage repairs, deal with complaints, investigate anti-social behaviour, communicate with tenants and keep homes safe. 

If something goes wrong, please tell us. Your feedback helps us put things right and learn from what happened.  

You can make a complaint online, write to us by letter or email, speak to us in person at the Civic Centre or one of our libraries, contact your housing officer, or call 01895 277800. If you remain dissatisfied, you can contact the Housing Ombudsman.

As the temperature drops, condensation can become a major problem in homes. 

When it’s colder the amount of water the air can hold falls and tiny droplets of water form on surfaces such as walls, windows and hidden areas where there is little air movement. 

If left, this can develop into black mould, which over time can damage your home and sometimes cause health problems. It’s important to ensure your home is ventilated properly, especially when cooking, bathing, and showering. 

Our damp and mould handbook provides you with a useful prevention checklist on how to deal with condensation and prevent mould from developing.   

Under Awaab’s Law, we have a responsibility to investigate and address significant damp and mould issues which are reported to us within 10 working days, with appropriate action taken to make homes safe where required. 

If you’re experiencing damp, mould or condensation issues, it’s important to report them to us soon as possible by requesting a non-emergency repair.  

Raising concerns directly with the council is the quickest way to get support and ensure the issues are addressed. You do not need a claims management company or a ‘no win, no fee’ solicitor to report a repair or access our support.

We’ve introduced 20 new neighbourhood officers to help us identify problems earlier and provide a more visible housing service in your local area. 

Officers will visit estates to carry out inspections, spot issues and talk to you about what matters in your neighbourhood.  

They’ll work with other council services to make sure your concerns reach the right teams and are followed up.  

See an officer while you’re out? Come and say hello. We’ll share details of regular neighbourhood walkabouts on our website soon.