Annual Housing report

Annual Housing Report

The full Housing Services report and the Housing Ombudsman Self-Assessment Form for RBK Housing Landlord Services can be downloaded from the website. 

Kingston Council Housing Services end of year performance report 1 April 2022 - 31 March 2023

1. Welcome and introduction - Cllr Emily Davey, Portfolio Holder for Housing

Welcome to our third annual review and report to Housing Residents, for the year from 1 April 2022 to 31 March 2023.

2022/23 has been a landmark year when we started to build the first new council homes in Kingston for a generation. In September 2022, we broke ground on the redevelopment of the Cambridge Road Estate where we will be delivering 767 new high quality sustainable council rented homes, a new community centre and green spaces, as part of the overall development of over 2,000 homes. This will represent 114 additional council homes for our residents. Alongside this major development, our smaller site programme to create over 100 new homes, is now delivering the first new homes in 2023.

We have also been improving many properties by delivering over 500 energy-saving measures to reduce bills, as part of our home improvements programme.

However, the Cost of Living Crisis has made it a remarkably tough year for all of our residents, with energy bills at an all time high and inflation hitting food and all household costs. Housing’s Financial Inclusion Team has been working one-to-one supporting residents to ensure they have access to all the benefits and help available to them. The FIT team has also delivered the government’s Household Support Fund to individuals, families and other households in need. The cost of the living crisis is far from over and we can help many more people as we head into the coming winter.

We know there is always more to do and we are working in partnership with residents on many projects such as making them part of the process to procure services such as the new repairs contract.

Best regards

Councillor Emily Davey

2. Our Vision and Priorities - Wale Adetoro - Assistant Director Homes

In Kingston we have over 6,000 council owned homes and manage a further 400 private rented homes for temporary accommodation. We also provide services to 1,600 leasehold homes, and 750 homes for older people.

The scale and scope of work to manage our properties is significant with over 15,000 general repairs, 5,500 specialist repairs and 6,000 service visits for gas installations a year, as well as thousands of visits to check compliance in 11 categories including fire, gas and electricity safety. These services are delivered while providing 24/7, 365 cover.

I am pleased to say that our team has delivered 100% in nearly all of our compliance categories and 82% customer satisfaction on delivery of responsive repairs.

While we continue to strive to improve on these metrics, we have also focused on delivering on our strategic vision and our priorities as a council through the housing services team. Broadly speaking our aim is to deliver and support safe, comfortable, efficient and well-maintained homes, where people want to live and establish a long-term future for themselves and their families here in Kingston.

I am particularly proud that during this year, and through challenging financial times for everyone, the team has not only provided 182 home placements for new social tenants, but also launched our resident engagement and homeless and rough sleeper strategies, prevented homelessness in 686 cases, provided temporary accommodation for 941 individuals and families to prevent homelessness and provided 313 emergency accommodation places for households in crisis.
Best regards

Wale Adetoro

3. Rent Collection and Financial Inclusion

Rent Collection

We set a target for the year to 31 March 2023 to achieve 97.9% rent collected against total rent charged, with arrears at 2.1%. At the end of year the results were 97% rent collected and 3% arrears.

Rent Collected 
End of year result 97%  
Target 97.9%

End of year result 3% 
Target 2.1%

Against the backdrop of the Cost of Living Crisis and record high energy bills, we would like to thank our residents for working with us to achieve low arrears for the year.

Financial Inclusion 

The Council’s Financial Inclusion Team provides holistic and tailored financial inclusion support for council tenants to help sustain their tenancies. They provide support to council tenants in rent arrears, tenants signing up to a new tenancy and to those who have made a new application to Universal Credit. 

The support helps tenants achieve income maximisation, prioritise debts and household expenses, set up affordable repayment plans and to budget their monthly income effectively. The team also helps tenants to access additional grants or discounts, including the government’s Household Support Fund.
Total income generated by FIT for residents £391,714

The £391,714 amount generated by FIT consisted of 

  • £265,683 - Income maximisation - benefits
  • £126,030 - Housing Benefit and Universal Credit

In addition

  • £48,883 - Household Support Fund was delivered in the period.

You can contact FIT on 020 8547 5591 or email:


The advent of the Cost of Living Crisis has proved a challenge for everyone, not least our social housing tenants. Kingston is committed to reducing inequalities and increasing opportunities for everyone in the borough. To help in meeting this challenge, Housing’s Financial Inclusion Team has extended its reach even further into our communities with support at the monthly CREst/RBKares Cambridge Road Estate Wellbeing Days and a calendar of ‘drop-in’ support days across the borough at Libraries and other community locations.

Financial Inclusion Case Study

Mr and Mrs P were referred to the Financial inclusion Team (FIT) in August 2022 after struggling to pay their rent. 

They were unaware of the benefits they were entitled to and following the ill health of Mrs P, were using their savings to pay their rent. Savings depleted, the only income the couple were living off was Mr P’s state pension.

FIT were able to support the couple to apply for Universal Credit, Personal Independence Payment, Carer’s element, and Council Tax Reduction. They also secured immediate financial support from the Household Support Fund, fuel vouchers, a reduction in their water bill and the removal of the bedroom tax on medical grounds. 

FIT were able to generate over £11,000 in benefit entitlement, greatly improving their monthly income helping them to pay for rent and essential household expenses.

Community Fibre

Partner companies Community Fibre and Hyperoptic are delivering low cost fibre broadband for social housing residents, with fibre cabling already installed at Sheep House Way, South Lane Estate, School Lane and Alpha Road Estates.

Further services are being rolled out at Cambridge Gardens, Cumberland House and Kingsmill Business Park, as well as free WiFi in community spaces and buildings.

Community Resilience

In July 2022 we brought together the voluntary, community and charity sectors in our borough with our teams and critical services such as the NHS, Foodbanks, Care and Emergency services to work together on a coordinated approach to tackle Cost of Living challenges. As a result the Council launched a £720,000 Community Resilience Fund to enable our community, charity and voluntary sectors to continue to support residents.

5. Lettings and Housing Register


The number of all social housing lettings in 2022/23 was 238 up from 207 in the previous year. (176 were in general purpose accommodation and 62 sheltered housing).

Housing Register

On 31 March 2023 there were 4,003 live applications on the housing register.


The average time taken to re-let general needs homes in the year to 31 March 2023 was 54.7 days and 166 days for older people.

General needs
Average time to let 54.7 days   Target 23 days

Homes for older people
Average time to let 166 days   Target 28 days

There are a number of reasons that delay re-letting, including settling debt on smart meters and receiving new energy cards for incoming tenants. But we recognise that time to re-let vacant properties is far too high. Housing officers now have blank energy cards available to tenants and we have now implemented a new 2023/24 Performance Improvement Plan to speed up re-letting times which will not only return quality homes to the market quicker, but will also ensure the council can minimise loss of rental income.

Losing your home (Eviction)

While it is always our aim to keep people in their homes and eviction is a last resort, we have carried out 8 evictions for rent arrears.

6. Empty Homes 

At year end 31 March 2023 there were 286 empty homes in the borough. A high number of empty properties not being let is a concern to us, but these figures included: Properties vacated as part of the re-development of the Cambridge Road Estate in Norbiton and therefore not available for letting.

Also homes for older people with shared facilities (primarily bathrooms) which are not acceptable for many older residents. These properties are under assessment for improvement to make them suitable.

Empty Homes Available for letting    Not available for letting Total    
0-6 weeks 18 0 18
6 weeks - 6 months  36   6 42        
Over 6 months 115 111 226
TOTAL 169 117 286             
Right to Buy

This year there were 52 right to buy applications and 25 completions.

7. Customer Satisfaction with Repairs

Between 1 April 2022 and 31 March 2023, we carried out over 14,000 repairs across all properties, also gas orders over 5,617 and gas servicing 3,950. 

During this time we received 104 formal complaints (less than 1%). In 2022/23 we also implemented a more rigorous procedure for complaints which means that ALL enquiries are logged as a Stage 1 complaint as a default. Despite this change, we have achieved 82% satisfaction in feedback from residents and will continue to work to improve performance in dealing with repairs and complaints.

The complaints procedure encourages resolution at the first point of contact. If we are unable to resolve a customer’s dissatisfaction, there is a two stage complaints process to follow.

A Stage One complaint includes an investigation and outcome and Stage Two will be a review of the investigation.

Stage 1 Complaints
Contact Centre               1   
Highways (pot holes/street furniture etc)               2
Landlord - Repairs and Maintenance            198
Options/Register/Homelessness                1
Staff attitude, conduct or behaviour                1
Stage 2 Complaints
Landlord Repairs & Maintenance             40
Staff attitude, conduct or behaviour               2

Ombudsman Complaints

There were no Ombudsman complaints during the period 1 April 2022 and 31 March 2023.

8. Home Improvements and Adaptations

Home Improvements

Nearly 600 improvements have been delivered by our team this year from energy-saving and damp measures to new kitchens and bathrooms and adaptations to meet tenants needs.

  • 357 homes received new energy efficient boilers
  • 107 homes received new windows
  • 35 homes received new, better insulated roofs
  • 18 homes have received new kitchens
  • 11 homes have received new bathrooms
  • 64 homes have been adapted to meet the tenant’s needs
  • 4 buildings have had improvements and renovations to communal parts


Kingston is committed to working with our communities to deliver improvements through greener solutions and working towards a carbon neutral future that protects and enhances our environment with a target to make council operations net zero by 2038.

Housing is committed to maximising opportunities to play its part - we have delivered in the region of 500 council home improvements that bring energy saving benefits to our residents including new windows and doors, insulated roofs and energy efficient boilers.

Government Social Housing Decarbonisation Fund

Kingston has won funding from the Department of Energy Security and Net Zero’s Social Housing Decarbonisation Fund. This funding will see 66 of the council’s least energy efficient homes receive energy saving measures including, loft insulation, cavity and external wall insulation, solar panels and battery storage that will save them up to £600 a year in energy costs.

First Air Source Heating Installation

Kingston Council has commissioned its first Air Source Heating installation to replace gas boilers at Four Oaks hostel in Chessington. Once completed it is estimated the installation will save 80% on energy bills and reduce carbon emissions by 15 tonnes of a year.

Green initiative

During the year to 31 March 2023 we launched our Greening Initiative, which aims to help communities across Kingston social housing estates to improve their local green spaces, with partner Glendale on hand to provide them with the gardening tools and where required gardening advice. Residents can explore setting up a gardening club and we are on hand to support them.

Vine Close new community wildlife friendly Garden project
Over the past year , the local community has worked hard to tidy and improve the unused and overgrown space at the rear of Vine close and as a result, they have secured funding from Kingston Council’s Neighbourhood Community Infrastructure Levy fund, to reinstate the
small pond and create a new wildlife rich community garden in 2023.

10. Business Assurance and Compliance

Business assurance covers all of the safety checks the council carries out on our properties and they are designed to ensure we comply with all relevant legislation and requirements as a landlord.

Health & Safety inspections                           100%   
Gas Safety                           99.77%
Electricity Safety                           95.40%
Fire Safety Inspection                         100%
Other areas of compliance:
Fire safety equipment                         100%    
Emergency lighting                        100%
Lightning conductor testing                        100%
PAT testing                         100%
Lift servicing                            100%
Asbestos surveys                        100%
Water monitoring                        100%

Cases where we have not been able to achieve 100% compliance are primarily because we have not been able to gain access to the property. We strongly encourage all residents to allow access to ensure the safety of their home.


Kingston is one of the safest boroughs and we are committed to making it even safer for everyone. Councils have a duty to ensure that buildings under their control comply with appropriate legislation and corporate standards.

Fire Risk Assessment

Kingston Council is required to carry out fire risk assessments on all of its properties to look at the safety and integrity of all exit routes and if there is anything inside the property that could start, accelerate or spread a fire. We carry out 764 communal fire door inspections every year. These inspections are carried out by an external independent fire safety consultant - we are working with Quinn Contactors.100% of the recommendations made following inspections are programmed for completion by our specialist fire remedial contractor.

Tackling Anti-Social Behaviour (ASB)

Kingston works with our communities, the police and other stakeholders to tackle anti-social behaviour and make Kingston a safer place to live. During this year we have further strengthened our processes and procedures regarding ASB and have obtained one property closure order for the misuse of drugs and served injunctions on two residents related to illegal drugs and assault.

12. Resident Engagement

Working in partnership with our residents, engagement and participation is designed to deliver value for money responsive and improved services. Consultations give all participants a formal process to give their views on major initiatives and changes to services, while our ‘Involved In’ tenant groups provide a core ongoing feedback loop to ensure continual improvement.

What is the social housing white paper ?

The UK government’s white paper on Social Housing Consumer Regulatory Standards was launched in November 2020 and the revised consumer standard and code of practice will apply to all registered social landlords from April 2024. Stakeholder consultations are currently taking place.

What does this mean for Kingston council?

The new Social Housing Regulation Bill will help to ensure we put residents at the centre of our services, allow them to hold us to account and embed performance reporting and transparency in our processes through new legally required Tenant Satisfaction Measures.

We have already moved ahead of many aspects of the white paper with our commitment to build trust by producing an engagement framework for resident involvement and where decisions are made.

Repairs Group

As part of our drive to provide the best possible repairs service, we established a resident repair group that would have a direct involvement in the development of the service. The group had its first meeting in October 2022 and is currently supporting the repairs procurement programme to award a new repairs and maintenance contract in 2024.

Housing for Older People

This group was established late 2022 and aims to ensure that older residents can participate in the service delivery of housing for older people. Working together with our residents and community groups we are able to achieve much more. The group is a chance for residents to get together with council staff, to be updated on housing news and share their views and suggestions to support and improve delivery of services.

Frances Moseley annual award

Our scrutiny group KRiSP were awarded the annual Frances Moseley award in October 2022. The award recognises the tremendous hard work done by our scrutiny group, who have been monitoring our housing service over the past 10 years.


Queen Mary Community Hall Refurbishment

Queen Mary Community Hall at Cambridge Gardens in Norbiton has been refurbished and was reopened on 31 January 2023.

The hall is now host to a variety of different clubs, groups and events.

  • The Tuesday Group has now transferred from Piper Hall to provide a foodbank and a hot lunch for the community.
  • The monthly CREst/RBKares Wellbeing Day transferred to QMCH from February 2023, providing NHS vaccinations, health checks and foot care, Kick-It stop smoking, Kingston Samaritans and Mind, Tony’s Fruit Stall, Kingston Adult Education, Kingston Council support services, energy vouchers, free data sims and bike maintenance.
  • One Norbiton & CREst, Achieving for Children, Norbiton Safer Neighbourhood Policing Team, and Kingston Social Enterprise Club are now using the hall facilities.

Queen Mary Community Hall is also now available for hire for community Groups, not for profit organisations, charities and residents. 
You can email to discuss hiring and arrange a viewing.

Great British Spring Clean

Our estate clean-ups have become increasingly popular and once again our contractor Axis has supported the big clean-up at the Alpha Road Estate in March 2023. The event was a huge success and many residents were very happy to see that their estate was having a spring clean makeover.

‘Thank you for doing this for the community’ ‘Thank you much
appreciated’ ‘So helpful as I don’t drive’

‘Everyone so kind thank you’ ‘The gentlemen who helped clear
my items were so helpful’

‘So thoughtful thank you, can I organise another one sometime’

Following the success at Alpha Road, we have held a Skip Day at South Lane Estate and Communal Gardens Clean and Tidy at Penrhyn Gardens.

Tenant Satisfaction Survey by text

For faster and improved feedback on repairs, we are using an SMS text survey, so when a repair has been completed, residents receive an SMS text message from us to complete a short satisfaction survey. This survey is one of the Key Performance Indicators we will use to monitor our contractor's performance against set targets.

14. How every penny in the £ is spent

Repairs and maintenance          20p
Contributions to future major stock          19p
Housing staff          17p
Debt charges          14p
Corporate services (central recharges)           13p
Premises            7p
Legal and professional fees            3p
Miscellaneous e.g. transport/insurance            3p
Bad debts            2p
Grounds maintenance            1p
Office costs/banking/telephone/IT            1p 

For further details on housing visit our website:

- END-

Kingston Council Housing Services end of year performance report 1 April 2021 - 31 March 2022 

Welcome and introduction from Cllr Emily Davey - Portfolio Holder for Housing 

Welcome to our second annual review and report to Housing Residents, where we are able to set out our performance over the last year from 1 April 2021 to 31 March 2022. 

We are very pleased that post-pandemic we have been able to resume face to face services with residents and we have redesigned the housing management service to better serve our community. 

We know that circumstances are still difficult for residents and the current cost of living issues have been exerting additional financial pressures, so we are especially thankful to our residents to be able to report rent arrears of just 2.4% for the year - an historical low. At the same time we have increased overall customer satisfaction on repairs to 88% up from 84% last year March of 2021. 

We know there is more to do, for example in optimising re-letting of vacated properties and managing the transition needed with the regeneration of the Cambridge Road Estate, but we remain committed to providing excellent service and affordable, sustainable homes in the right places to meet the needs of our communities into the future. 

Best regards 
Councillor Emily Davey.

Alarm Response Service Report - Housing for Older People 

The Alarm Response Service answers when an older person activates their pull cord to request assistance. Historically, this service has been operated by Milton Keynes Council to a high level. However, to ensure value for money, we are putting this out to tender. We wanted to encourage residents to have a real stake and greater influence in the future of the services they receive. So, in March 2022 we held drop-in sessions for our residents living in sheltered accommodation to discuss the renewal of the Alarm Response contract, working with us to draw up the specification and give their input to the design of the service. The feedback received will help improve service provision in the future. 

Lesley Turnbull is one of the residents taking part and told us : ‘’I was very happy to take part in the process of drawing up the specification for the Alarm Response contract. The drop-in sessions to which all residents were invited were also appreciated. I felt part of the process instead of it being dictated to me’’ 

Paula Wray 
Lead Officer - Housing for Older People

* If you are interested in joining the older people’s group, to discuss and monitor service delivery please contact us on 

Rent collection 

Total arrears for the year 2.4%
Target 2.4%

Arrears for the year were just 2.4% of the total rent charged throughout the year. This is a record-low figure for the borough and we thank our residents for helping us achieve this. 

Financial Inclusion Team (FIT) 

The Council offers help with rent and benefits through our Financial Inclusion and Welfare Reform Teams. You can contact FIT on 020 8547 5591 or email:

The Financial Inclusion Team generated £388,834 total income for the period April 2021 - March 2022 


  • £68,645 Housing support fund applications completed 
  • £122,508 Income maximisation successful benefit applications 
  • £197,681 Housing Benefit and Universal Credit housing element successful applications 

Lettings and Housing Register 

Total number of social housing lettings 207
Live applications on the Housing Register 3711

The number of all social housing lettings in 2021/22 was 207 (140 Council and 67 Registered Provider). Of these 142 were in general purpose accommodation and 65 sheltered housing for elderly.

As at 31 March 2022 there were 3711 live applications on the Housing Register.

Re-letting properties

The average number of days it has taken to re-let homes up to 31 March 2022 

General needs: 51 days to let - target 23 days

Homes for older people: 144 days to let - target 28 days

The Council has undertaken a full review of the suitability of existing sheltered housing and has further plans to address the issue of time taken to re-let properties.

Empty Homes

We are working hard to get vacant properties back into use. The numbers for empty homes does include those properties vacated as part of the Cambridge Road Estate regeneration and these are shown as non-lettable. 

Empty available for letting / not available for letting 

  • 0 - 6 weeks    11 available for letting / 11 not available for letting 
  • 6 weeks to 6 months   23 available for letting / 27 not available for letting 
  • Over 6 months   36 available for letting / 122not available for letting 

Total homes empty and available for letting 70
Total homes empty and not available for letting 160

TOTAL homes empty 230

Right to Buy Applications 2021-22 

The Council received 71 applications last year, the highest number we’ve received since 2016-17. During the same period there were 19 Completions on Right to Buy.

Losing your home (Eviction)

Total number of evictions: 10

We have carried out 7 evictions for rent arrears, 2 for anti-social behaviour and 1 for property abandonment. 

It is the council’s focus to deal with anti-social behaviour quickly and effectively. Eviction is a last resort as we try to resolve cases through other measures such as Community Protection Warnings and ASB.

Resident Engagement

Alpha Road fly tipping clearance day

Many residents share our concerns about fly-tipping and some have taken the lead to work with us on new initiatives to tackle the problem. 

On Saturday 26 February 2022, Alpha Road Estate Residents’ Association held its’ first Bulk Clearance Day. Our Estates Services Team placed its tipper truck in two locations, allowing residents to bring bulky items for disposal/recycling. Residents’ Association member Mary Parmar said: ‘We were very pleased with the positive feedback from both residents and local councillors and we hope that we can arrange this again.’ The council will be looking to carry out similar events for other estates in the future.

Customer satisfaction with responsive repairs 

Kingston received 79 formal complaints in the last 12 months. The volume of complaints regarding repairs remains small compared to the total number of repairs ordered.

Customers satisfied with repairs 88% (Target 87%)

From 1 July 2021 Axis took over the call centre for repairs. This has reduced the call answer times for residents, enabling Axis to follow up on and focus on urgent repairs.

Complaints Analysis 

Stage 1 Complaints 

  • Block estate or communal repairs : 6 
  • General service issues or complex complaints  :7 
  • Managing Anti-Social Behaviour :3 
  • Repairs and servicing of your home : 28 
  • Staff attitude, conduct or behaviour:9 
  • Wish to move home:2 
  • Formal complaints:79 

Stage 2 Complaints 

  • Block estate or communal repairs:3 
  • General service issues or complex complaints: 6 
  • Repairs and servicing of your home: 9 
  • Staff attitude, conduct or behaviour: 3 
  • Other complaints:3

The council had one stage 3 complaint to the Ombudsman and a determination was made against the council. As a result, we have carried out a number of measures to improve our handling of Anti-Social Behaviour complaints and these include: 

  • Implementing ASB (ECINS) monitoring system in all cases 
  • 3-monthly reviews on all open ASB cases 
  • Training for all Housing Officers on ASB cases 
  • Review of template letters used in ASB cases 
  • Staff training on hate crime and managing cases of harassment

*We ask tenants to please respond to the council customer satisfaction text messages for repair jobs, as it is important for us to monitor and improve the repairs service.

Business Assurance and Compliance 

Business assurance is designed to detail what legislation we must adhere to. This includes guidance and processes to ensure we meet these requirements as a landlord. 

Inspections completed

  • Health & Safety inspections - 100% (carrying out Housing health and safety checks)
  • Gas Safety - 99.95% (properties with a valid gas certificate)
  • Electricity Safety - 93.92% (carrying out Housing Electrical inspections)
  • Fire Safety Inspection 100% (properties with a valid fire risk assessment)

*We ask tenants to please allow access to your property for inspections to take place.

Other areas of compliance 100% complete: 

  • Fire Safety Equipment Servicing 
  • Emergency lighting programme 
  • Lightning Conductor Testing 
  • PAT tests 
  • Lift servicing 
  • Asbestos surveys and management programme 
  • Water Monitoring

Home improvements and adaptations 

Homes benefitting from improvements

  • 406 new energy efficient boilers installed 
  • 49 window replacement programme which is still ongoing 
  • 33 new modern roofs with improved insulation 
  • 28 new kitchens installed
  • 18 new bathrooms installed 


There were a total of 64 home adaptations completed for council housing using the Housing Revenue Account (HRA) funding in 2021-22 and 5 communal part installations.

Where every £1 of rent is spent 

Below is a breakdown of how housing revenues were spent

  • Contributions to future major stock repairs and maintenance - 29p
  • Housing Staff - 15p
  • Repairs & Maintenance  -17p
  • Debt Charges - 13p
  • Corporate Services (central recharges) -11p
  • Premises - 4p
  • Legal & Professional Fees - 3p
  • Miscellaneous eg transport/insurance - 3p
  • Grounds maintenance - 2p
  • Bad Debts - 2p
  • Office costs/Banking/Telephones/IT - 1p

Resident engagement 

Kingston council is committed to working with residents to improve service delivery, so give us your feedback or even better, get involved and tell us what you want. If you have feedback on housing services or want to find out more about our complaints process

Are you interested in joining one of our engagement groups? Please get in touch with the Communication and Engagement specialist lead, by emailing: and ensure you write ‘engagement groups’ in the subject title. 

The groups are: 

  • The Repairs Group 
  • The ASB (Anti -social behaviour) Group 
  • The Housing for Older People Group. 
  • The Homeownership Group 
  • The Scrutiny Group 

Thanks for reading! 

For further details on housing visit our website

Kingston Council - Housing Services end of year performance report 1 April 2020 - 31 March 2021

Welcome and introduction from Cllr Emily Davey, Portfolio Holder for Housing

Welcome to our first online report to Housing Residents. This review sets out our performance over the last year, managing homes and delivering services during the pandemic and during a time when residents and contractors were coping with lockdown and living and working at home for most of the year.

We know how tough it has been for residents and I am proud that we kept essential services going during this challenging time. We are looking forward to this year and resuming services face to face, taking the best of what we learnt working digitally during COVID-19.

We know there is more to do to improve services, we, and the senior management team are committed to working with residents to bring about change and improvement.

Best regards

Councillor Emily Davey.

Welcome and introduction from David Miller Chair of KRISP (Kingston Residents Independent Scrutiny Panel)

Over the last year KRiSP panel members, who are volunteers, looked at the experience of leaseholders in applying to buy their home and the work of the Leaseholder Forum.

A report was presented to the Housing Board and the recommendations accepted for implementation. The group is looking for new volunteers to join the group and take part in the review of services. Interested? Please contact or visit the webpages to find out more about the work we do.

Best regards

David Miller Chair of KRISP

Rent collection

Arrears balance as a percentage of the rent charged

  • End of year result 2.7%
  • Target 3.2%

Arrears all activities £778,140 (£27.5 million charged). The income team has worked with residents over this year to maintain rent payments and agree terms, when customers have fallen into debt due to furlough, losing a job or change of circumstances. The council offers help with rent and Benefits through the Financial Inclusion Team & Welfare Reform Team.

During the year the FIT team gained £120,000 in additional benefits for residents and £241,000 help towards rent. A fantastic result. If you are struggling with rent or other essential bills contact FIT on 020 8547 5591 or email

Business Assurance and Compliance

  • RIDDOR (Reporting of Injuries, diseases and dangerous occurrences) notifiable accident: 0.
  • Properties with a valid gas certificate: 98.8%.
  • Properties with a valid fire risk assessment: 100%.

This year we know that some residents have been reluctant to let us in to carry out essential checks on the heating system or electrics in their home, due to COVID-19.

Our engineers always work safely, maintaining social distancing and taking care when working in your home. Please let us in when you are contacted about a safety check. Thank you.

Customer satisfaction with responsive repairs

  • Customers satisfied with repairs: 84%
  • Target: 87%
  • Kingston Council received 95 formal complaints about the housing service in the last year.
  • Complaints responded to in target time: 46%

The council had two complaints taken to the Independent Housing Ombudsman and we were found to have administered the complaint poorly.

Overall, the formal complaints received were about the following service areas:

  • Repairs and servicing of your home: 37
  • Block,estate or communal repairs: 16
  • Staff attitude, conduct or behaviour: 10
  • Wish to move home: 1
  • Managing Anti-Social Behaviour: 9
  • General service issues or complex complaints: 22

The volume of complaints received about repairs remains small compared to the number of repairs ordered.

From 1st July 2021 Axis have now taken on the reporting of repairs. This will help improve your experience so that when you call to report a repair the request will be scheduled, and you will be offered the next available appointment for the repair to be started.

If you are interested in working with us to monitor the performance of the repairs contract with Axis and be part of the Residents Repairs Panel contact us on

Empty homes and lettings

  • The average number of days it has taken to re-let general needs homes: 46 days. Target: 23 days.
  • The average number of days it has taken to re-let homes for older people: 140 days. Target: 28 days.

We know that some of our housing for older people is hard to let. We have commissioned an independent review of retirement housing in 2021 focussing on housing schemes where there are bedsit flats and shared bathing facilities which is harder to let.

Properties empty for more than 100 days include 125 voids in total, including those on the Cambridge Road Estate.

Completing lettings safely during the pandemic was a challenge - to keep socially distanced and undertake a viewing or sign up of the tenancy.

Generally, the council had fewer homes available to let undertaking just 65 sign-ups for general needs homes.

Sadly, this means there are long waiting times for a move to suitable alternative accommodation.

In future years the council is building new homes for local people in the Borough.

The first start on site will be in Chessington, using spare housing land to build new homes for rent. If you are interested in moving home please think about a mutual exchange as another way to find your ideal property.

Losing your home (Evictions)

  • Number of evictions 0.
  • Number of Right to Buy completions 7.

Resident Engagement

Francis Moseley Awards were given to leaders in their local community, particularly those people helping with the response to the Coronavirus. Congratulations to Mary Parmar, for her work on the Alpha Road Estate in Surbiton.

Remarkable ambassadors for the Borough are Des Kay & Tariq Shabbeer for their work on the Save the World deliveries of excess supermarket food to donate to people in need, during lockdown.

Residents involved in contract monitoring and procurement include tenants and leaseholders who became involved in the dialogue with suppliers for grounds maintenance services earlier this year.

KRISP review of leasehold services identified many positives in the homeownership service and made recommendations to strengthen our way of including leaseholders in the delivery of services.

Where every £1 is spent

  • Contributions to future major stock repairs and maintenance: 30p
  • Housing staff: 16p
  • Repairs and maintenance: 16
  • Debt charges: 15p
  • Corporate services: 11p
  • Bad debts: 2p
  • Premises: 3p
  • Office costs, banking, telephones, IT: 1p
  • Legal and professional fees: 1p
  • Grounds maintenance: 2p
  • Miscellaneous, eg - transport/insurance: 3p

Our people - who’s who in Housing Services

Resident Services Officers are the main point of contact about your tenancy. We have a team of eight staff that manage over 4500 properties in Kingston.

Scheme Managers are the main point of contact for residents living in Sheltered Housing. We have a team of five staff that manage over 770 properties in Kingston.

Team Email:

  • Chris Egan - Charles Lesser, Coxwold Path, Reynolds Avenue, Bidmead Court, School Lane.
  • Sarah O’Reilly - Charles Sumner, Percy Court, Mayford. Jayme Barnes - Edinburgh court, Edith Gardens, Alfriston, Vine Close, Hugh Herland.
  • Rebecca Johnston - Sobraon House, Dowler Court, Delft House, Lovekyn Close, Ayliffe Court.
  • Neuza Castro - Fountain Court, Gooding Close, Gilpin House, Merryweather Court, Rowan Close.

Home Ownership Team

  • Dennis Sullivan - Right To Buy Applications
  • Danny Massingham - Lease extensions, permissions
  • Sam Bennett - Consultation for major works and contracts

Financial Inclusion Team

If you are struggling with rent or other essential bills:

  • Lavinia Osbourne - Financial Inclusion Lead.

Team email:

Income and Collection Team

Main point of contact for enquiries regarding your rent account.

  • Michael Keen - Rent Arrears Recovery Lead
  • Richard Quirk - Rent Arrears Recovery Lead
  • Craig Venes - Rent Arrears Recovery Lead
  • Debbie St Pierre - Rent Arrears Recovery Lead (Temporary Accommodation)

Team email:

Thanks for reading!

Last Modified: 10/10/2023 17:09:09