Lib Dems Claim No Progress Since Housing Watchdog Referral
Council commits to reform after flaws revealed in digital systems
Cllr Jon Ball accused Ealing Council of 'rewarding failure' at a recent cabinet meeting
September 11, 2025
Ealing Council has defended its record on housing provision after stinging criticism from the opposition at a recent Cabinet meeting.
Liberal Democrat councillors raised concerns to the assembly on Wednesday 3 September over the borough’s management of its housing services and related digital infrastructure, questioning the administration’s progress since its voluntary referral to the Regulator of Social Housing (RoSH) in 2022.
Councillor Gary Malcolm, Leader of the Liberal Democrats, cited internal documentation suggesting that Ealing’s core housing management system—Capita Housing (now MRI Housing One)—remains outdated and fragmented. According to a report on the Housing Digital Programme staff have resorted to manual spreadsheets and disconnected systems, hindering accurate regulatory reporting and operational efficiency.
The council remains under a voluntary undertaking with RoSH, and the business case acknowledges that Ealing “cannot accurately report on regulatory positions” due to challenges with system hierarchy and data governance. A £3 million digital transformation programme has been approved to address these issues, with aims to improve arrears management, reduce void turnaround times, and enhance oversight of temporary accommodation.
Councillor Jon Ball, Deputy Leader of the Liberal Democrats, criticised the administration’s decision to continue with the existing IT provider without market testing alternatives. He described the situation as “chaotic,” arguing that the council risks “rewarding failure” and failing to meet its statutory obligations to tenants.
In response, an Ealing Council spokesperson said, “In 2022 we voluntarily referred ourselves to the Regulator of Social Housing after an internal audit highlighted some improvements that were required. By voluntarily contacting the regulator we took the lead in instigating change and were transparent about the need for immediate action.
“Since then we have been working hard to address a series of improvements required. This includes several changes to the way we operate, including renewed leadership in a restructured housing team, as well as strengthening our staff training and processes.
“Some aspects of our commitment to the regulator remain outstanding. Our new housing improvement and digital programs are underway and the digital systems we use to manage our tenancies and buildings are integrating well with each other, ensuring our systems are robust and fit for the future. We are working extremely hard to return to being fully compliant by the end of the year.”
The council’s digital programme is part of a broader effort to modernise housing services and meet regulatory expectations. However, opposition members continue to call for greater transparency, improved contract oversight, and a renewed focus on tenant outcomes.
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