Housing service: Busy phone lines

Our phone lines are very busy at the moment. Please be patient, our team will speak to you as soon as they can. If you must call, please avoid calling during peak hours: 12pm to 2pm and 3pm to 4pm.

If you are calling about the MOPAC charge letter or SMS, please visit the MOPAC page.

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Involving council tenants and leaseholders

We recently revised our engagement strategy. It aims to give council tenants and leaseholders a stronger voice. They now have multiple ways to engage with the council's Housing Management Service, both formally and informally. These include:

Tenants’ Voice panel

This resident-led group provides feedback and monitors the service's performance. It may review and recommend improvements. The group links into the Cabinet Housing Sub-Committee.

To find out more please email housinginvolvement@towerhamlets.gov.uk.

Co-opted Membership

On the council’s Housing and Regeneration Scrutiny Sub-Committee

Local neighbourhood /estate meetings

On local issues; neighbourhood action plans

Service level/issue involvement

Consultation workshops; ‘Task and Finish Groups’

Involvement for all

Residents given regular key updates via newsletters and may:

  • participate in consultation surveys
  • attend roadshows,
  • provide digital feedback
  • get involved in the procurement of new contracts
  • take part in community projects such as Food Gardens

Informal engagement includes

  • Reporting issues or concerns via webpage or to council officer
  • Submitting compliments or complaints
  • Participating in satisfaction surveys and focus groups
  • Attending Estate inspections

Read our Tenant and Leaseholder Engagement Strategy 2024