Neutron Tower fire - advice and support for residents impacted

We are deeply saddened by the incident at Neutron Tower on Saturday 12 September. Our thoughts are with the family of the man who lost his life in the fire, and all of the residents who are displaced from their homes.

See information, advice and support that is available to all residents who have been impacted.

 

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Your Voice, Our Action

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Improving housing services is not just about meeting regulations.

It is about ensuring every resident has:

  • a safe home
  • a reliable service
  • confidence that their landlord listens, acts and is accountable

In 2024, we took the important step of referring ourselves to the Regulator of Social Housing after identifying areas where we were not meeting the standards expected of social landlords. Those issues included aspects of building safety, repairs performance, housing data, complaint handling and governance. Rather than waiting for problems to be identified externally, we chose to be open about the challenges we faced and take responsibility for putting them right.

Following an inspection in early 2025, the Regulator of Social Housing (RSH) awarded us a C3 consumer grading, meaning serious failings had been identified and significant improvements were required. You can read the RSH's regulatory judgement.

Delivering improvements

We know our housing management services could be better and are taking action to improve. 

We have a robust improvement programme in place: Your Voice, Our Action: Safe Homes, Great Services. We are making the necessary financial investments to make sure our residents get the services they deserve.

We have also established a dedicated Housing Management Cabinet Sub-Committee (chaired by the Mayor). This oversees progress, scrutinises overall performance and ensures improvements continue to be a key priority for the council.

During Phase One of the programme we delivered 96 improvement initiatives that helped deliver:

  • Improvements to complaints handling with 100% Stage Two complaints responded to in time (2025/26)
  • Implementation of improved damp and mould resolution timeframes in line with Awaab's Law
  • Better updates on our services through our Housing Whatsapp Channel, SMS alerts and Our East End newsletter
  • Reduction of the Housing Applications backlog by 90%
  • Reduction in overdue fire safety and water safety remedial actions by 70%
  • 16 new policies and strategies to help drive service improvements, such as our Asset Management Strategy and Vulnerable Tenants and Leaseholders Policy
  • Improved support for victims of domestic abuse and achievement of Domestic Abuse Housing Alliance (DAHA) Bronze Accreditation

What's coming next?

Phase Two of our improvement programme is now in delivery. This was informed by resident feedback and identified regulatory weaknesses. The programme was approved by the Housing Management Cabinet Sub-Committee in July 2026. You can find out further details about the decision.

Everyone deserves a home that is safe, secure and well maintained. Alongside investing in homes, we are committed to delivering services that are responsive, accessible and centred around residents' needs.

Our improvement programme will ensure we deliver these aims through:  

  • Initiating a £609 million investment programme over the next decade to improve council homes, alongside launching a resident campaign so tenants and leaseholders can see the progress being made
  • Completing a programme of home condition surveys to improve our understanding of the condition of every council home
  • Introducing a new Repairs Policy which helps deliver consistent, high-quality repairs for our residents. 
  • Continuing to reduce overdue health and safety actions and strengthen our asset data to ensure the safety of our residents and buildings
  • Delivering a £400,000 Rent Hardship Fund to support residents experiencing financial difficulties
  • Launching our Your Voice, Our Action, Get Involved campaign, with new resident forums to give more tenants and leaseholders opportunities to influence decisions and shape services
  • Delivering a new Tenancy Strategy to support sustainable tenancies and strong communities
  • Implementing the Competence and Conduct Standard, helping ensure our staff have the skills, knowledge and behaviours needed to provide excellent services
  • Achieving Silver and Gold Domestic Abuse Housing Alliance accreditation, strengthening support for residents experiencing domestic abuse

Get Involved

Part of our improvement journey is to involve more of our tenants and leaseholders in our work and the decisions we make. Our properties are their homes, and we want to hear what they have to say about the place where they live. 

There are a number of ways that you can get involved if you are a tenant or leaseholder and share your opinions about key issues.

They include Tenants and Residents' Associations, Estate Inspections or joining our Housing WhatsApp Channel. We also consult residents on our policies and strategies. You can find current consultations on the Go Vocal platform.

To learn more about the range of opportunities available, visit our Get Involved pages.