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Answer:

Data controller and purpose

The information you provide will be used by the London Borough of Tower Hamlets’ Sustainable Development Team, to process your Residential Energy Efficiency Programme application form. Tower Hamlets Council is the Data Controller and T.S.G. Building Services PLC is the Data Processor.

We process your data in accordance with the General Data Protection Regulation (GDPR) and if you have any concerns the Council’s Data Protection Officer can be contacted on DPO@towerhamlets.gov.uk. 

Condition for processing personal data

It is necessary for us to process your personal data such as name, address, contact details, date of birth, benefit award, property ownership, under the GDPR article 6 consent and article nine explicit consent.

A delay in you providing the information requested may result in a delay in providing appropriate services.

How long do we keep your information?

We will only hold your information for as long as is required by law and to provide you with the necessary services. This is likely to be for six years after the case is closed. For further details, you can view our retention policy.

We may also anonymise some personal data you provide to us to ensure that you cannot be identified and use this for statistical analysis of data to allow the Council to effectively target and plan the provision of services.

Information sharing

Your personal information may be shared with internal departments or with external partners and agencies involved in delivering services on our behalf. As stated above this will include sharing your information with our delivery partner T.S.G. Building Services PLC. We may also share your information with internal departments within our own service.

The council has a duty to protect public funds and may use personal information and data-matching techniques to detect and prevent fraud, and ensure public money is targeted and spent in the most appropriate and cost-effective way. Information may be shared with internal services and external bodies like the Audit Commission, Department for Work and Pensions, other local authorities, HM Revenue and Customs, and the Police. This activity is carried out under social protection law.

We have a duty to improve the health of the population we serve. To help with this, we use data and information from a range of sources including hospitals to understand more about the nature and causes of disease and ill-health in the area. This data would normally be anonymised and never used to make decisions on a specific individual or family.

Your rights

You can find out more about your rights on our data protection page and this includes details of your rights about automated decisions, such as the ranking of Housing Applications, and how to complain to the Information Commissioner.

Answer:

Yes. Your child must be receiving benefits-related free school meals for your child to be eligible for the HAF programme.

Answer:
Care in the UK primarily falls under the Care Act 2014. Subsequent attempts to reform the system and address recognised issues with the country’s care system have largely stalled or remain incomplete.

In December 2021 the previous Conservative government published a white paper, ‘People at the Heart of Care’, outlining its 10-year vision to transform support and care in England.

The new Labour government has announced its intention to create a 'National Care Service' and improve NHS and social care integration as part of a 10-year plan for reform. Further details have yet to be published.

Answer:
As of 2023/24, Tower Hamlets had 81 Care Quality Commission (CQC)-regulated services, including 11 residential and 70 non-residential services.
Answer:

Our homecare services help vulnerable adults in Tower Hamlets live independently, stay connected, and achieve their personal goals at home. By prioritising local employment and ensuring all care staff receive at least the London Living Wage, our services align with our commitment to boosting jobs, business, and public services.

Homecare is provided across four localities - Northwest, Southwest, Northeast, and Southeast - supporting over 2,200 residents through trusted providers. This locality-based approach fosters strong partnerships and community-focused care and aligns with how adult social care teams are structured, and the NHS.

To enhance care quality and sustainability, we are strengthening our framework by focusing on:

  • Capacity and expertise – ensuring providers can manage demand and deliver high-quality care.
  • Quality standards – partnering with CQC-rated "Good" providers who meet strict regulatory standards.
  • Safeguarding measures – ensuring robust policies protect vulnerable residents.

By expanding provider diversity and reducing spot purchasing costs, we want to improve the quality of care, increase resilience, and better support our community.

Answer:

We want to work with providers who share our vision for high-quality, person-centred care and can demonstrate:

  • A commitment to person-centred and strength-based care, helping people maintain independence and reduce reliance on services.
  • A proactive approach where every interaction matters, ensuring seamless access to support.
  • A culture of continuous improvement, co-producing services with those who use them.
  • The use of innovative digital solutions to enhance care and efficiency.
  • A focus on achieving meaningful outcomes, measuring success through individual progress.
  • Services that empower people, promoting independence, choice, and self-care.
  • Recognition of the vital role of unpaid carers, ensuring they are supported.
  • The ability to provide safe, effective, and value-for-money care.
  • A commitment to localised support, enabling people to receive care close to home.
  • Investment in a skilled, stable workforce, offering good employment opportunities.
  • A focus on social value, contributing to a healthier, more resilient community.
  • Strong partnerships with local organisations, including voluntary and community groups.
  • Action on sustainability, adopting environmentally friendly practices.
  • A drive for continuous quality improvement and robust safeguarding.
  • A fully inclusive approach, ensuring services reflect and respect the borough’s diverse communities.

By working together, we can build a sustainable, high-quality care system that truly meets the needs of Tower Hamlets residents. Our current offer and messages to the market are presented below.

Answer:

Tower Hamlets is a diverse and rapidly growing borough with a population that is living longer but also facing significant health and social care challenges. High levels of deprivation, housing pressures, and health inequalities mean that demand for adult social care is increasing, particularly among older people, those with long-term conditions, and individuals with complex needs. The borough also has a young and highly mobile population, creating a dynamic and evolving care landscape.

The council works closely with the NHS, voluntary and community organisations, and independent providers to deliver high-quality, person-centred care. There is a strong focus on integration and collaboration, ensuring that health and social care services work seamlessly together to provide the right support at the right time. This includes ongoing efforts to develop Integrated Neighbourhood Teams, strengthen preventative services, and enable people to remain independent for longer.

Despite financial pressures and workforce challenges, Tower Hamlets is committed to building a sustainable and innovative care system. The borough is embracing digital transformation, new models of care, and strength-based approaches to improve outcomes for residents. Providers are encouraged to work in partnership to develop flexible, inclusive, and culturally responsive services that reflect the needs of Tower Hamlets’ diverse communities.

The Department of Health and Social Care (DHSC) forecasts a 57 per cent increase in demand for home care services for adults aged 65 and over by 2038, compared to 2018.

In London, there are approximately 1,060 home care agencies, ranging from small providers with a handful of service users to large organisations serving thousands. As demand continues to grow, ensuring high-quality, accessible care remains a priority.

You can search for a home care agency on the Care Sourcer website.

Answer:

We provide residential and nursing care through a mix of block contracts and spot purchasing, ensuring flexibility and choice for residents.

Currently, there are six older people’s care homes in the borough, registered with the Care Quality Commission (CQC), offering a total of 344 beds—101 for nursing care and 243 for residential care.

In addition, there are two learning disability homes in the borough, one of which provides residential respite service for adults with a learning disability offering a total of 17 beds, and one care home for those with a mental health need, offering 13 beds.

Eight of these homes are rated ‘Good’ by the CQC, reflecting our commitment to quality care.

Answer:

Extra care housing offers high-quality, specialist housing with tailored support to promote independence. Designed to be flexible, these schemes adapt to residents’ changing needs and help reduce isolation by keeping individuals connected to their communities.

Currently, Tower Hamlets has six extra care schemes providing 214 units across the borough.

Answer:
Meeting growing demand: A recent service review highlighted a significant population growth, particularly among those aged over 65, increasing the demand for specialist housing with care. We are committed to enhancing care services and meeting the evolving needs of our residents. Our key priorities include:
  • Strengthening partnerships with care providers to ensure high standards and long-term service sustainability.
  • Expanding extra care housing to help more residents stay independent in their own homes.
  • Increasing in-borough dementia care to support those with complex needs.
  • Facilitating timely hospital discharges by working closely with healthcare and social work teams.
  • Ensuring inclusive and culturally sensitive care that meets the diverse needs of our community.
  • Encouraging community connections by linking care providers with local groups and voluntary organisations.
  • Implementing enhanced healthcare services to improve residents’ wellbeing.
  • Gaining deeper insights into self-funded care to better understand and support those who pay for their own care.

Our ten-year Housing with Care Strategy (2024-2034) sets out a clear vision to:

  • Enhance existing extra care housing to help residents live independently for longer.
  • Expand the number of extra care housing units by 240, offering a strong alternative to traditional residential care.
  • Reduce out-of-borough placements, allowing more people to stay close to their community.
  • Offer greater choice and support for vulnerable adults with complex needs.
  • Develop modern, technology-integrated housing that supports health and wellbeing.
  • Collaborate with investors and developers to meet future demand effectively.
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