Introduction to Tenants' Annual Report 2024 to 2025
The annual report highlights how we as a council housing landlord have performed between April 2024 to March 2025.
We are committed to providing you with quality housing that meets your needs and ensuring compliance with the Regulator of Social Housing standards.
We will continue to work closely with our tenants and partners to prioritise and improve the services that matter most to you. We value your feedback, invite you to participate, and look forward to working together to make improvements to our services and performance.
See Message from Enfield 500 residents’ advisory and consultation group.
Message from Enfield 500 residents’ advisory and consultation group
Hi, I’m Litsa, a council tenant and proud member of the Enfield 500 Tenants’ Scrutiny Panel.
Before I retired, I worked in the voluntary sector, so I know how important it is for people using services to have a say in how they’re run. As tenants, it’s only fair that we’re involved in decisions about our homes and the services we receive.
I was really pleased when the council launched Enfield 500. Aiming for 500 residents to join was ambitious, but it’s paid off – there are now more than 500 of us! It shows that people want to be involved.
We can also join smaller groups to focus on specific issues we care about.
The Tenants’ Scrutiny Panel plays a key role in holding the council to account. We look at how housing services are performing and challenge things that aren’t working well.
And we’re being heard. The 2024 Tenant Satisfaction Measure Survey shows that Enfield tenants are happier than the average across London. That’s a big deal.
Together, residents have helped shape policies that led to:
- quicker repairs for damp and mould
- strategies led by residents
- better handling of complaints
We’ve also pushed for better digital services, which means:
- improved systems for repairs, planning, and managing rent
- easier access for vulnerable residents
- Enfield 500 now runs mostly online, with regular updates
We’ve also helped set up forums to review services, which led to:
- tenants now looking at housing budgets and performance
- national recognition for Enfield’s transparency and tenant involvement
- resident-led inspections to check services
- security teams on estates to tackle antisocial behaviour – something residents asked for
I am proud to say that the Enfield 500 contributed to the council’s C1 top rating from the Regulator of Social Housing. Regulator inspectors sat in on one of our sessions during their assessment of the council.
I’m excited about what we can keep achieving together. Our voices matter, and we’re helping shape the future of council housing in Enfield.
See Message from your Cabinet Member for Housing, Cllr Ayten Guzel.
Message from your Cabinet Member for Housing, Cllr Ayten Guzel
Welcome to our Tenants’ Annual Report for 2024 to 2025.
We want to be open and honest with you, and we hope this report helps show how we’re doing and how we’re working to improve.
Looking at the results from our Tenant Satisfaction Measure Survey, we’re doing better than the London average in most areas. We’ve improved compared to last year in how well we listen to your views and act on them. We regard our relationship with you as a partnership, which is why we invited at least 500 residents to join our Enfield 500 engagement group.
Thanks to your feedback, we’ve made some real changes and delivered positive outcomes – like introducing roving security patrols on our estates, working together on new strategies, and carrying out inspections led by residents.
We know there’s still more to do, especially around complaints and repairs. Our housing team has been working hard to improve these services. We’ve made some key changes, including a better repairs reporting form and calling everyone who makes a complaint so we can understand the issue and fix it faster.
We are investing to improve the properties we have but also to build new, much needed, homes. I had the pleasure of attending the first-year celebration of Reardon Court and it was clear to see, from what residents told me, the difference this purpose-built extra care scheme had made to their lives.
We want to better understand the needs of our residents and in June 2025, I along with many council officers, knocked on more than 7,000 doors to talk directly to our residents. The information will help us shape our service to you.
We’re proud of the progress we’ve made. A recent inspection by the Regulator of Social Housing gave us a C1 grade – the highest possible. Only one other London council to date has achieved this.
We’ll keep listening and working with you to make things even better. I’m excited about the improvements coming next year and the chance to give you an even better service.
See Our performance: Tenant Satisfaction Measure Survey scores.
Our performance: Tenant Satisfaction Measure Survey scores
How are we performing?
The Regulator of Social Housing requires all council and housing associations to survey a cross section of their tenants every year. The annual Tenant Satisfaction Measure (TSM) survey shows how tenants feel about us as a landlord and the services we provide. Independent research company, BMG, carried out the survey of 1,002 randomly selected tenants. They included tenants living in houses, flats, maisonettes and high-rise buildings.
Satisfaction rose across 10 of the 12 TSMs from 2023 to 2024. The highest scoring measures were satisfaction that we treat tenants fairly and with respect, and satisfaction that we provide a home that is safe. Overall, our scores exceeded the London average in 9 of the 12 TSMs.
| Tenant satisfaction measure | Enfield Council 2023 | Enfield Council 2024 | London 2024 average* |
|---|---|---|---|
| Overall satisfaction with our service | 60% | 62% | 62% |
| Overall satisfaction with our repairs service | 71% | 72% | 64% |
| Satisfaction with time taken to complete most recent repair | 69% | 67% | 61% |
| Satisfaction that home is well maintained | 69% | 72% | 63% |
| Satisfaction that we provide a home that is safe | 79% | 83% | 69% |
| Satisfaction that we listen to tenants’ views and act on them | 57% | 69% | 53% |
| Satisfaction that we keep tenants informed about things that matter to them | 69% | 79% | 71% |
| Satisfaction that we treat tenants fairly and with respect | 79% | 86% | 72% |
| Satisfaction with our approach to handling complaints | 23% | 23% | 26% |
| Satisfaction that communal areas are kept clean and well maintained | 55% | 61% | 63% |
| Satisfaction that we make a positive contribution to neighbourhoods | 62% | 79% | 66% |
| Satisfaction with our approach to handling of antisocial behaviour | 64% | 78% | 60% |
*The core London average TSM scores are based on annual percentages provided by housing sector data and insight company, Housemark.
For full details, see Council housing performance. BMG Research will carry out our 2025 TSM Survey in the autumn.
Service improvements following the survey
Our repairs service
We’re committed to giving residents a fast and good-value repairs service. Most repairs are done by our own team, Enfield Repairs Direct, but sometimes we use outside experts for specialist jobs.
Between 1 April 2024 and 31 March 2025, 92.27% of repairs were fixed on the first visit. We completed 42,847 repairs during that period.
We’ve been reviewing our repairs service and have made several changes:
- New heating and electrical contractors are now in place, offering a better service
- Our online repair reporting system has been upgraded – It’s now easier for residents to report problems and helps us bring the right parts to fix things faster
- Call handling has improved, and we’re planning to introduce video calls to help diagnose issues and confirm when jobs are done
- Our damp and mould team raised 1,376 work orders in 2024/25. Of these, 1,200 were completed, and 176 were in progress at the end of March. We’ve also started testing damp and mould sensors.
We’re working with the Enfield 500 to create a Repairs Charter – a pledge from the council to tenants about how repairs will be handled. The Charter will be finalised in autumn 2025.
How we handle complaints
The council’s housing team is committed to addressing complaints through a clear and thorough process. Our dedicated Housing Complaints team carefully reviews each case.
Between 1 April 2024 and 31 March 2025, we received 749 complaints. When we use the word complaint this refers to issues that go through our formal complaints process. This follows the Housing Ombudsman’s Complaint Handling Code, which sets clear rules for how complaints should be managed. Not every concern or request is treated as a formal complaint. We responded to 95.6% of complaints within timescales. This was an improvement on 77.6% in the previous year.
The best way to raise a formal complaint is through our online form. Following resident feedback all complainants receive a phone call. This helps us understand the issue and offer advice early, often resolving the matter sooner and improving the customer experience.
We also use complaints to improve services. Roving security patrols, for example, were introduced following complaints about antisocial behaviour. We also set up a damp and mould taskforce and improved estate cleaning and maintenance.
See Our landlord service.
Our landlord service
Supporting our tenants
We want all of our tenants to live securely, comfortably, and safely in council homes that meet their needs. Some may face challenges such as financial hardship or ill health. Others may have vulnerabilities that make everyday living difficult. We are here to offer support including help with managing your finances and rent payments. We also refer tenants to Citizens Advice Enfield for guidance on debt, benefits, and legal matters.
Homes that meet your needs
We want you to be able to live in a home that’s right for you. We do not have as much housing as we need but we try our best to work with you to find a more suitable home, or support with adaptations, if your current home is not right for you.
In 2024 to 2025 we provided the following
Adaptations
264 adaptations to 225 council homes.
New council home mutual exchange policy
It means council tenants can swap tenancies to secure homes better suited to their needs.
New fixed term tenancies for large council homes
These are for overcrowded families who need 4-bedroom homes.
New homes allocation
100 out of 209 new build homes delivered by the council and its development partners were let to existing tenants for social and affordable rents.
New extra care housing scheme
23 existing council tenants moved into the council’s new build Reardon Court scheme for people aged 55 and over. It provides 70 accessible homes for affordable rent, with 24-hour onsite support and care available.
See The Big Door Knock.
The Big Door Knock
Improvements made to support tenants
We held a Big Door Knock event from 9 to 27 June 2025. Nearly 100 council officers visited 720 residential blocks across the borough, knocking on more than 7,000 doors to talk directly with residents. It provided us with the opportunity to:
- listen to residents’ views
- understand their priorities
- check their contact details and preferred method of communication
We collected 1,097 detailed responses including:
- 720 email addresses
- 963 mobile telephone numbers
- 391 interested in the Enfield 500
- 668 households told us the service improvements they wanted to see
- 623 households had a disability, vulnerability, or a mobility need
- English, Turkish and Somali were the top 3 language preferences out of a total of 66
Response
The response was overwhelmingly positive, with both residents and officers happy to have the opportunity to connect face-to-face. Resident comments included:
- “Improve more, keep it going”
- “Cleaning very good”
- “Very good landlord”
- “The estate is very well looked after”
- “Council is being more responsive when damages or repairs need doing”
- “Good service – new kitchen and bathroom”
Next steps
The Big Door Knock was a significant step in deepening our relationship with residents and ensuring their voices help shape the services and support we provide. We are addressing the areas where our residents’ raised concerns.
We will consult with our Enfield 500 engagement group on the full results of the first Big Door Knock, and take on board any suggestions they have for our next event.
Clean and well-maintained estates
We know our residents want clean, well-maintained estates. Naturally, they value welcoming communal areas within their blocks – and well-kept outside green spaces. This is why our teams are committed to maintaining and improving these areas in partnership with them.
Our performance in 2024 to 2025
Housemark is the inspection application used to assess the appearance of your estate. It has 21 cleanliness standards across communal areas.
Our performance improved overall in the year with more of our estates graded as gold or silver – and fewer graded as bronze or unclassified.
- Gold means very good
- Silver means good
- Bronze means needs further attention
- Unclassified means needs immediate attention
Estate cleaning
- 84% Estate Standards graded as gold or silver
- 16% Estate Standards graded as bronze or unclassified
We carried out 12% more estate inspections in the last year.
Gold and silver ratings increased by 10%, while bronze and unclassified ratings decreased by the same amount.
| Standard | 2023 to 2024 | 2024 to 2025 |
|---|---|---|
| Inspections conducted | 86% | 98% |
| Estate standards graded gold or silver | 74% | 84% |
| Estate standards graded as bronze or unclassified | 26% | 16% |
Resident Champion Inspection Initiative
We recruited 15 members of our Enfield 500 engagement group to help us keep our estates clean and well maintained. They report issues related to caretaking, rubbish, recycling, fly tipping, and grounds maintenance.
The initiative has been so successful that we have extended it to all our residents. For more information, see our Resident champion inspection volunteer page.
Improving our performance
More members of our council housing team are carrying out inspections on our estates this year. Their remit now includes ensuring any issues identified during an inspection are reported immediately and fixed as quickly as possible.
Estate improvements
We have invested in a new proactive service to improve the look and condition of our estates. Residents’ feedback on areas for improvement ensured estate enhancement initiatives met local community needs.
An Enfield 500 focus group was set up to help us devise a pilot project for this new service.
Following their feedback, we carried out 45 improvement works in 2024 to 2025. A total of 39 were in direct response to residents’ requests.
Works completed included new pram sheds, seating areas, and community garden spaces.
There were also pressurised jet washer cleansings, new security gates, and waste bin enclosures.
Improvements this year
The estate enhancement service now operates across all our estates.
Estate play space improvements are currently being planned. Resident feedback will ensure the updated facilities meet the needs and preferences of each community.
For more information, or if you have an idea about how your estate could benefit from an enhancement, see our Estate enhancement page.
See Safer neighbourhoods.
Safer neighbourhoods
Tackling antisocial behaviour
We are committed to work in partnership to combat all forms of antisocial behaviour (ASB). It can range from drug dealing and threats of violence, to neighbour disputes and noise nuisance. We have a zero tolerance ASB policy and work closely with the Metropolitan Police and the council’s community safety team.
Initiatives in 2024 to 2025: Working with the police to reduce crime and ASB
We joined forces with the police in a major Operation Pisces initiative in September 2024. It followed complaints from residents and businesses in and around the Joyce and Snell’s estates. Operation Pisces is a comprehensive programme to tackle organised crime and ASB in Edmonton.
Results from this one event included:
- Elderly person rescued after his home was taken over by criminals
- 2 arrests
- 3 weapons seized (including 2 knives)
- 5 Community Protection Orders (persistent ASB)
- 9 Penalty Charge Notices (parking violations)
- Dumped rubbish cleared
The overall impact of the Operation Pisces programme (June 2024 to March 2025)
Since launching in June 2024, it has delivered a range of enforcement actions including:
- 545 arrests
- 548 items seized including drugs, knives and vehicles
- 34 weapon sweeps
- 29 warrants issued
Estate security patrols pilot scheme
We conducted a roving security pilot scheme across nine of our estates from October 2024 to March 2025. This was to make residents feel more secure and supported, and to deter ASB.
Issues the roving security team raised for enforcement action during the pilot project included:
- 44% fly-tipping
- 33% waste overspill
- 8% prostitution
- 7% drug or alcohol abuse
- 5% other or varied
- 3% loitering
We have now rolled out the scheme to all our estates – including communal areas of blocks.
Closure orders
These help victims of persistent ASB linked to a specific property or estate. They stop perpetrators from entry. It is a criminal offence to breach a closure order. We obtained 46 across our estates in 2024 to 2025. These included 22 on the Joyce and Snell’s estates in Edmonton. These orders closed off blocks and open spaces on the estates to outsiders who did not have a legitimate reason to be there.
Noise App
We introduced an app to enable residents to record nuisance noise via their smart phones. After receiving your report and evidence, we will assess it within 24 hours and contact you within 5 working days. For more information, see our Report antisocial behaviour, noise or domestic abuse page.
Domestic abuse help
We have a zero-tolerance policy on domestic abuse. We provide co-ordinated and tailored support for survivors. We work with partners, including independent domestic violence advisers, to provide advice and support – and to protect the rights of residents to live in a safe home away from abuse. For more information, see our Domestic abuse page.
Providing better and safer homes
Providing you with decent, safe and well-maintained homes is a top priority for us. In 2024 to 2025, a total of 94.65% of our homes met the government Decent Homes standard. This compared to 74.06% in 2023 to 2024. Our current plan to achieve 100% decent council homes by April 2026 is on target.
Our investment in the year
We spent £40.2 million in maintaining and improving your council homes. This included £19.8 million on building safety.
Improvements included:
- 1,466 new boilers
- 337 new kitchens
- 257 new bathrooms
- 155 new windows
- 512 new roofs
Our improvement plans going forward
We will be carrying out 5,000 building surveys on your homes. This information will help us to better plan and carry out future improvement works.
For more information, see our Major works projects page.
Safety checks
We also carried out safety checks as required by the Regulator of Social Housing. We were 100% compliant in 3 areas and improved in 2.
| Safety checks | 2023 to 2024 | 2024 to 2025 |
|---|---|---|
| Fire safety | 100% | 100% |
| Asbestos surveys | 100% | 100% |
| Water safety (Legionella) | 99.6% | 100% |
| Gas safety | 99.4% | 99.8% |
| Lift safety | 96.8% | 97.3% |
How you can help us carry out the safety checks
Sometimes we cannot get access to homes to carry out checks. All our council housing officers and contractors wear a high-vis jacket and carry an ID badge. If their visit is not convenient, email tenancy.council.housing@enfield.gov.uk and we will arrange another time.
We invested £19.8 million in building safety in 2024 to 2025
We installed the following:
- 143 sprinklers
- 2,000 fire doors
- 289 smoke and fire alarms
- 98 heat detectors
High-rise building safety
We are committed to ensuring all our tall buildings are safe places to live in. These are blocks at least 18 metres high and/or with 7 or more floors.
We must register them with the Building Safety Regulator and have a safety case report on each one. These reports identify a building’s major fire and structural risks and how we are managing them. For more information, see our Building safety page.
We have 58 high-rise blocks. Each of them has the following to keep residents safe:
- A building safety case reports
- A fire risk assessment
- Both above are regularly reviewed and updated.
We also carry out specialist inspections on a number of our tall buildings to ensure they are structurally sound and fire safe.
Safety initiatives in the year
We introduced 3 high-rise building safety coordinators who:
- carry high-rise building safety inspections each month
- organise the removal of items in communal areas posing safety risks
- complete a person-centred fire risk assessment with every resident so their needs are considered in our fire safety plans
We also introduced a new system for residents to report serious fire and structural safety concerns or risks called a Mandatory occurrence reporting system. No other risks should be reported using this system.
See How we spend the money you pay us for your homes and services.
How we spend the money you pay us for your homes and services
We have a separate budget for council housing called the Housing Revenue Account (HRA). It cannot be used for anything else. It is made up of your rent, service charges, rent from shops, garages and community halls on your estates. It funds all your housing services.
A breakdown of HRA income 2024 to 2025:
- 86% Tenants’ rents
- 9% Service charges, paid by tenants and leaseholders
- 4% Rent from shops, garages and community halls
- 1% Interest received on bank balances
All our council housing properties at a glance:
- 10,770 tenanted properties
- 4,956 leaseholder properties
- 2,029 garages
- 179 shops
- 12 community halls
2024 to 2025 expenditure
A breakdown of how we spent each £1 of your rent money:
- Housing Management Services – 23p
- Building new homes for tenants – 21p
- Service charges – 20p
- Borrowing costs – 16p
- Day-to-day repairs – 15p
- Investment in improving homes – 5p
Rent collection and helping tenants in arrears
Total rent collected in 2024 to 2025
We collected 99.49% of the rent owed to us compared to 99.27% in the previous year (2023 to 2024).
This improvement was despite the challenges that a number of tenants faced paying their rent because of the rising cost of living. We work closely with the council’s welfare and debt team to assist our tenants in arrears by:
- checking all entitled benefits are being claimed
- helping with grant applications if eligible, for example Discretionary Housing Payment or Household Support Fund grant
- setting up realistic repayment plans
For more information, see our Cost of living support page.
A tenant we recently helped
We worked with partners to help a tenant at risk of losing his council home. During a period of mental ill health, he told the Department for Work and Pensions (DWP) he had moved into another property. His Universal Credit (UC) housing element benefit was stopped, and he built up substantial rent arrears. We worked with his mental health support worker and the DWP to get his UC backdated. This significantly reduced his arrears, and he was able to stay in his home.
Generating extra funding so we can do more – at no cost to you
We secured £2.6 million from the sale of underused garage sites and land not suitable to build new homes on. This income contributed to our investment programme which includes providing decent homes that are energy efficient and maintaining building safety.
We also maximised the amount of government grants we get to improve our services. They do not cost tenants or the council anything – and they do not have to be paid back.
| In 2024 to 2025, we received grants which totalled £63.74 million | £ million |
|---|---|
| Building and acquiring new homes | £60.71 |
| Social Housing Decarbonisation Fund to make your homes more energy efficient | £3.03 |
| Total grant funding received | £63.74 |
| In 2025 to 2026, we expect to receive grants which will total £66.06 million | £ million |
|---|---|
| Building and acquiring new homes | £62.60 |
| Social Housing Decarbonisation Fund your homes more energy efficient | £3.46 |
| Total grant funding secured | £66.06 |
Get involved and have your say
We delivered 208 community engagement events in 2024 to 2025.
We continuously want residents’ feedback, and there are many ways you can get involved to help make your local area a better place to live. This includes joining The Enfield 500, joining a local tenant and resident association or attending an estate walkabout.