Tenants' Voice
Foreword from chair
For over a year I have had the privilege of being the Chair to a friendly and diverse group of residents, currently five tenants and three leaseholders. We come from all walks of life and work as a team fully committed to improving your housing services.
Since housing Services were brought in-house there was a need to provide additional scrutiny to the existing methods. The Tenants’ Voice acts as a critical friend to identify major problems and look for solutions. We, as a group, are not afraid to express our views.
We meet bi-monthly to a packed agenda and often have further meetings to ensure additional issues are discussed. The repairs service and complaints are common areas of concern and we also suggested policies for vulnerable residents, which is currently being devised.
Training is provided to help you get to grips with all the issues.We are looking for new members to join so if you are a tenant or tenant of a leaseholder and have a commitment to improving housing services you would be welcome to apply.
Pawla Cottage
Current members
- Pawla Cottage (Chair) – Tenant
- Gibran Afzal – tenant
- Syed Uddin – tenant
- Garry Harper – Tenant
- Terry McGrenera – Tenant
- Saleha Jafrin – Leaseholder
- Daniele Lemarche – Leaseholder
- Luigi Candela – Leaseholder
Help shape the future of housing services in Tower Hamlets
The Tenants’ Voice is a committee of tenants and leaseholders who meet bi- monthly to hold the council’s housing management service to account.
The group sits at the higher strategic end of tenant and leaseholder involvement; members regularly invite service heads to tell them about the improvement measures they are putting in place. This can include improving how we manage repairs and call handling, enhancing communication with residents, and making your estate safer and cleaner.
Members are also given updates on the council’s performance against the government’s key performance indicators and complaints performance data.
The purpose of the Tenants’ Voice is to make an impact by putting forward recommendations during business meetings, co-designing services through task and finish groups, and carrying out in-depth reviews through dedicated scrutiny sessions.
The group consists of 11 members in total made up of three leaseholders and eight tenants.
Recruiting new members
We are currently (June 2025) recruiting 3 tenants and 1 tenant of a leaseholder to join the Tenants’ Voice group.
You are not eligible to apply if you are:
- Members of any other formal body or committee within the council’s governance structure
- Members of any formal body within the council’s tenant and leaseholder engagement structure
- Elected Members
- Anyone holding a formal role (Chair; Vice Chair. Secretary; Treasurer) within a Tower Hamlets Tenants’ and Residents’ Association
Supporting documents
If you would like to speak to a staff about the role or want to submit your application, please email housinginvolvement@towerhamlets.gov.uk.
The deadline is Monday 18 August 2025.
Tenants' Voice meetings
Wednesday 2 July 2025, 6 to 8pm (Hybrid meeting)
Wednesday 9 April 2025, 6 to 8pm (Hybrid meeting)
Thursday 23 January 2025, 6 to 8pm (Hybrid meeting)
Tuesday 7 May 2024, 6 to 8pm (Hybrid meeting)
Wednesday 31 July 2024, 6 to 8pm (Hybrid meeting)
Wednesday 25 September 2024, 6 to 8pm (Hybrid meeting)
Wednesday 11 December 2024 (Hybrid meeting)
Tenant Satisfaction Measures
Tenant's Voice holds the council accountable as a landlord through the national tenant satisfaction measures (TSMs). The 2024-2025 tenant satisfaction measures are as follows:
|
2024-25 TSMs
|
Our results 24/25
|
|
TSMs collected from tenant satisfaction surveys
|
|
|
Overall satisfaction
|
60.1%
|
|
Satisfaction with repairs
|
62.9%
|
|
Satisfaction with time taken to complete most recent repair
|
59.8%
|
|
Satisfaction that the home is well maintained
|
62.8%
|
|
Satisfaction that the home is safe
|
67.7%
|
|
Satisfaction that the landlord listens to tenant views and acts upon them
|
53.4%
|
|
Satisfaction that the landlord keeps tenants informed about things that matter to them
|
72.6%
|
|
Agreement that the landlord treats tenants fairly and with respect
|
71.7%
|
|
Satisfaction with the landlord’s approach to handling complaints
|
24.8%
|
|
Satisfaction that the landlord keeps communal areas clean and well maintained
|
65.1%
|
|
Satisfaction that landlord makes positive contribution to neighbourhood
|
67.2%
|
|
Satisfaction with the landlord’s approach to handling anti-social behaviour
|
58.8%
|
|
TSMs from management information
|
|
|
Complaints relative to the size of the landlord - Stage 1
|
12.5%
|
|
Complaints relative to the size of the landlord - Stage 2
|
27.2%
|
|
Complaints responded to within Complaint Handling Code timescales - Stage 1
|
70.7%
|
|
Complaints responded to within Complaint Handling Code timescales - Stage 2
|
69.8%
|
|
Anti-social behaviour cases relative to the size of the landlord
|
100.8%
|
|
Anti-social behaviour cases relative to the size of the landlord that involve hate incidents
|
0.06%
|
|
Homes that do not meet the Decent Homes Standard
|
20.1%
|
|
Non- emergency repairs completed within target timescale
|
75.6%
|
|
Emergency repairs completed within target timescale
|
79.8%
|
|
Gas safety checks
|
100%
|
|
Fire safety checks
|
97.70%
|
|
Asbestos safety checks
|
93.24%
|
|
Water safety checks
|
95.64%
|
|
Lift safety checks
|
68.52%
|
Useful resources
If you would more information about Tenants' Voice or to get involved, please contact the Regulatory Assurance Team at housinginvolvement@towerhamlets.gov.uk.