Lambeth’s Housing Scrutiny Sub-Committee met on Monday 21 July 2025 to discuss ‘critical issues’, including the state of council housing, and a new call centre model. You can review the meeting details here. The discussions highlighted the tension between ambitious goals and financial constraints, with committee members pushing for greater transparency and resident involvement.
£2.6 Billion Needed for Housing Repairs
The committee heard that a recent stock condition survey revealed a staggering £2.6 billion is needed over the next 30 years to maintain council properties to regulatory standards and meet net-zero ambitions.
- Fire Safety First: Deputy Leader of Housing, Investment and New Homes, Councillor Danial Adilypour, emphasized that fire safety remains the council’s top priority, with ongoing replacement of dangerous cladding.
- Decent Homes Deficit: Despite significant investment, 22% of council homes still don’t meet decent home standards, with issues ranging from failing windows to outdated kitchens.
- Transparency Plea: Councillor Nicole Griffiths urged the council to be upfront with tenants about what repairs can realistically be afforded, given the financial limitations.
- Housing Association Route: The committee recommended a clearer pathway for residents to apply to housing associations as an alternative to council housing.
Bringing Call Centre In-House: Ambitious Plans, Potential Risks
Lambeth is planning to bring its call centre services in-house by 2026, when the current contract with Capita1 ends.
- Manifesto Commitment: Councillor Fred Cowell, Cabinet Member for Digital, Data and Resident Experience, said the move aligns with a Labour manifesto pledge to prioritize in-sourcing housing services.
- Redundancy Concerns: A key risk identified is potential redundancy costs, depending on whether the new call centre is fully virtual, hybrid, or based in a physical location.
- First-Call Resolution: The council aims to reduce call volume by resolving more issues on the first call, with success measured by an
organic and natural reduction in calls.
- Career Progression: Councillor Timothy Windle highlighted the opportunity to create career paths within the call centre, potentially leading to roles as housing officers.
- Six-Month Check-In: The committee requested a progress update in six months, including key performance indicators (KPIs) and workforce structure details.