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Welcome from the Director
Hello,
I’m Michael Kelleher, the new Director of Housing Services. This is my first message to you in our newsletter, and I want to tell you a little about what we’re focusing on.
Over the past few months, our teams have been working hard to make sure your homes and estates are safer, repairs are done more quickly, and our services respond better to what you need. There is still work to do, but we are committed to making these improvements across all our estates.
A big part of this progress comes from the Resident Challenge Board, which will soon celebrate its first year. The Board is made up of residents just like you. They have given practical advice on fire safety, repairs, and ways to make it easier for residents to get involved and see what is happening. Their input is helping us make our Housing Service more open, accountable and focused on real resident experience.
We have also started Estate Walkabouts and Housing Surgeries. These give you the chance to talk directly with our teams about what matters most in your neighbourhood. They help us see where changes are needed, and we will continue to do these visits across the borough.
In this edition, we are introducing AskMichael. This is a new way for you to send me questions about our services and improvement plans. I will share answers to the themes you raise in future bulletins, so everyone can see how your feedback is shaping our work. You can email your questions to AskMichael@newham.gov.uk.
For me, the most important thing is putting residents at the heart of everything we do. That means working with you, not just for you, and making sure anyone who may be vulnerable gets the support they need.
You will keep seeing us out on estates in the months ahead. We will listen to you, act on your concerns and work with you to improve the quality, safety and reliability of your homes.
Thank you for your support. It really does make a difference.
Kind regards
Michael Kelleher
Director of Housing Services |
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Your Housing Service at a Glance – March Highlights
Over the past few months, our teams have been working hard to improve services across the borough, with a strong focus on resident involvement and visible action on estates.
This includes: - Tenancy audits to identify and resolve issues early
- Estate walkabouts to build stronger connections with residents
- Housing surgeries where you can speak directly with our teams
The Resident Challenge Board is now approaching its first year and continues to provide practical recommendations that are shaping how services are delivered.
Alongside this, we have continued to take action on building safety and support for residents, including: - Progressing Fire Risk Assessment (FRA) actions across our blocks
- Working to identify and support residents who may be vulnerable, ensuring they receive the help they need to stay safe in their homes
We also publish monthly performance snapshots, so you can see how we are doing and where improvements are being made. |
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Listening, Acting, Improving – Case Studies |
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Case Study 1: Kitchen and Bathroom Improvements
During a routine Tenancy Audit, one of our Housing Liaison Officers noticed that a resident’s kitchen and bathroom needed urgent repairs. The officer reported the problem straight away, and the work was prioritised.
The improvements were completed quickly, and the resident’s home is now much more comfortable. This shows how important it is to speak up about any issues and how quickly we can act when residents tell us what matters.
Case Study 2: Damp, Mould, and Kitchen Replacement
On another visit, a resident raised concerns about damp and mould in their front room and problems in their kitchen. Our Repairs team inspected the property and made sure the work was prioritised.
The front room was fully repainted to remove the damp and mould, and the kitchen was completely replaced. The resident now has a safer, cleaner, and more comfortable home. These examples show the real difference that listening to residents and acting quickly can make.
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Resident Challenge Board: One Year On |
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This April, the Resident Challenge Board (RCB) will celebrate its first year. The Board has been a real help in making sure residents’ voices are heard in Housing Services. The members, all residents themselves, have: - Looked at fire safety and identified residents who may need extra support
- Checked the repairs backlog and suggested ways to clear it faster
- Improved ways for residents to get involved and see what is happening
“The Newham Resident Challenge Board is key to the success of the Housing Service Improvement Plan. By enabling impactful resident scrutiny, Newham has ensured that the service improvements are robust and well considered, as well as being reflective of the tenant's needs and experiences. We look forward to continuing to work in collaboration with the Housing Service towards the improvement plan.” Saad Jerry (Chair of Resident Challenge Board)
The Board will continue to monitor services and suggest improvements. You can find more information and see their recommendations on our co-create website. |
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Resident Involvement Strategy – Strengthening Connections |
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Estate Walkabouts
Since January, we have carried out 16 Estate Walkabouts. These visits are led by our Resident Involvement Team, working alongside residents and colleagues from across our services.
Walkabouts give us the opportunity to hear directly from you, understand local priorities, and identify where improvements are needed in your neighbourhood.
All residents will receive advance notice of upcoming walkabouts by letter. We strongly encourage you to take part, your feedback plays a significant role in helping us create a better living environment for everyone.
We value every contribution and will provide regular updates on the actions taken following each visit. | |
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Housing Surgeries
We have also introduced Housing Surgeries which are informal drop-in sessions where you can speak directly with different departments in person. These sessions are designed to give you a convenient and welcoming space to: - Ask questions about your home or tenancy
- Raise any concerns you may have
- Get advice and support face-to-face
Housing Surgeries are a fantastic way to connect with us and play an active role in shaping the services in your area. We truly value your feedback, and colleagues from across our local teams attend these sessions so that we can respond to a wide range of issues and provide the support you need.
We know that not everyone is able to attend daytime activities such as Estate Walkabouts, often due to work or other commitments. That is why many of our Housing Surgeries are held in the evening to make sure as many residents as possible have the opportunity to take part at a time that works for them.
Our aim is to ensure that every resident has a chance to be heard, raise any concerns, and access the help they need in a way that is convenient and inclusive. |
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Upcoming Housing Surgery Events
We want to make it as easy as possible for you to speak with our teams. Our next drop-in sessions are: - Wednesday 22 April, 6–8pm: Canning Town Library, 18 Rathbone Market, E16 1EH
- Wednesday 20 May, 6–8pm: Jack Cornwell Centre, Jack Cornwell Street, E12 5NN
- Monday 15 June, 6–8pm: Katherine Road Community Centre, 254 Katherine Road, E7 8PW
- Thursday 16 July, 6–8pm: St Marks Community Centre, 218 Tollgate Road, E6 5YA
For more information and to see when our housing officers will be in an area near you, visit: www.newham.gov.uk/housingsurgeries; or email: getinvolved.housing@newham.gov.uk |
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Spring Home Advice
As the weather improves, there are a few simple things you can do to keep your home safe and comfortable. Make sure gutters are clear, test smoke and carbon monoxide alarms, and keep vents clean to improve airflow. If you notice damp or mould, report it as soon as possible so we can take action quickly. |
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Fire Safety Reminder – Bin Chutes |
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We want everyone to feel safe at home. Recently, there have been fires caused by lit or warm smoking materials being put into bin chutes. Please help keep your building safe by: - Never putting cigarettes, matches, vape materials or hot ash into bin chutes
- Fully extinguishing cigarettes before disposing of them in general waste
- Reporting blocked or damaged chutes straight away
- Calling 999 immediately if you see fire or smoke
Even a small ember can cause a serious fire, so your actions make a real difference. | |
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Pest Control – How to Get Support
If you are a council tenant and notice pests in your home, help is available. Treatments for mice and most insects are free for residents. You can request a visit through the council’s online service.
If you are unsure what type of pest it is, call 020 8430 4133 between 9am and 5pm, Monday to Friday. A qualified officer will visit your home, identify the pest and recommend treatment. Reporting pests early helps stop infestations and keeps your home safe. For more information, visit the Pest Control page. |
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How Your Housing Service Is Performing
We know it’s important for you to understand how your Housing Service is doing. As part of our promise to improve your homes, we want to be open and honest about our progress and where we still need to do better. We now share a monthly snapshot so you can quickly see how we’re performing in the areas that matter most to you. It shows what’s improving, what still needs work, and what we’re doing about it.
Here is a summary of our latest performance:
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- Gas Safety (99.99%)
1 household has an outstanding gas safety check.
- Electrical Safety (97.72%)
Over 97% of homes now have an electrical safety certificate that's less than 10 years old.
- Fire Risk Assessments (100%)
All required fire risk assessments for housing blocks have been carried out.
- Smoke Detection (99.46%)
More than 99% of homes are confirmed to have adequate smoke detection installed.
- Carbon Monoxide Detection (99.99%)
Almost every home has a working carbon monoxide detector in place.
- Legionella Risk Assessments (99.87%)
We’ve completed the required legionella risk assessments across the vast majority of relevant buildings.
- Asbestos Management Surveys (99.80%)
Almost all housing blocks needing an asbestos survey have had it completed within the required timeframe.
- Lift Safety (100%)
All lifts have received their required passenger lift safety checks—100% compliance.
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Our goal is to make sure all homes remain safe, well-maintained and comfortable, and to address any problems as quickly as possible. |
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Useful Contacts and Links
Here are some useful contacts and links to help you get the support you need. Whether it’s an urgent repair, advice on benefits, or getting involved with your local housing services, these resources are here to make it easier for you. |
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Copyright © 2025 London Borough of Newham, All rights reserved. |
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Our mailing address is: London Borough of Newham, Newham Dockside, 1000 Dockside Road, London, E16 2QU. |
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