London Borough of Enfield (00AK) - Regulatory Judgement: 30 July 2025
Published 30 July 2025
Applies to England
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Our Judgement
| Grade/Judgement | Change | Date of assessment | |
|---|---|---|---|
| Consumer | C1 Our judgement is that overall the landlord is delivering the outcomes of the consumer standards. The landlord has demonstrated that it identifies when issues occur and puts plans in place to remedy and minimise recurrence |
First grading | July 2025 |
Reason for publication
We are publishing a regulatory judgement for London Borough of Enfield (LB Enfield) following an inspection completed in July 2025.
This regulatory judgement confirms a consumer grade of C1. This is the first time we have issued a consumer grade in relation to this landlord.
Summary of the decision
From the evidence and assurance gained during the inspection, we have concluded that overall, LB Enfield is delivering the outcomes of the consumer standards and is making effective use of its systems to identify and address potential issues and areas for improvement. Based on this assessment, we have concluded a C1 grade for LB Enfield.
How we reached our judgement
We carried out an inspection of LB Enfield to assess how well it is delivering the outcomes of the consumer standards, as part of our planned regulatory inspection programme. During the inspection, we considered all four consumer standards: Neighbourhood and Community Standard, Safety and Quality Standard, Tenancy Standard, and the Transparency, Influence and Accountability Standard.
During the inspection we observed a meeting of the Enfield Repairs Direct board, a compliance and building safety board and a meeting between LB Enfield and involved tenants. We spoke with involved tenants, held meetings with LB Enfield’s senior leadership team including the Cabinet Member for Housing, and reviewed a wide range of documents.
Our regulatory judgement is based on all the relevant information we obtained during the inspection, as well as analysis of information received from LB Enfield through its regulatory returns and other regulatory engagement activity.
Summary of findings
Consumer – C1 – July 2025
LB Enfield meets the outcomes of the Safety and Quality Standard by demonstrating it is taking all reasonable steps to comply with statutory health and safety requirements. During the inspection, LB Enfield provided evidence-based assurance that it has appropriate systems in place to ensure the health and safety of tenants in their homes and associated communal areas.
LB Enfield has an accurate record of the condition of its homes through physical surveys which include an assessment against the Housing Health and Safety Rating System (HHSRS) and has a process in place to keep this information up to date. LB Enfield also demonstrated how its understanding of the quality and safety of tenants’ homes informs the decisions it makes on future investment. LB Enfield reports that 94% of its homes meet the Decent Homes Standard (DHS). Its current investment plan includes provision to achieve 100% decency by March 2026 and to maintain ongoing compliance.
The Safety and Quality Standard also requires landlords to provide an effective, efficient, and timely repairs service for the homes and communal areas for which they are responsible. LB Enfield provided us with assurance that overall, it is delivering an effective repairs service, although it continues to make improvements. LB Enfield provided evidence of how it learns lessons when issues arise and puts plans in place to remedy and minimise recurrence, such as improvements to its call handling process and the development of a repairs charter with tenants.
The Neighbourhood and Community Standard requires landlords to work in partnership with appropriate local authority departments, the police and other relevant organisations to deter and tackle anti-social behaviour (ASB) and hate incidents in the neighbourhoods where they provide social housing. We gained assurance that LB Enfield works proactively with relevant organisations to deter and tackle ASB and hate crime in its neighbourhoods, including using a range of tools and responses. LB Enfield has several ways for tenants to report ASB and its policy sets out its approach to managing ASB and hate incidents. LB Enfield has specific targets in place to monitor performance, it takes a victim-centred approach to ASB and agrees actions with a focus on supporting tenants and working across neighbourhoods.
In relation to the Tenancy Standard, we saw evidence that LB Enfield offers tenancies or terms of occupation that are compatible with the purpose of its accommodation, the needs of individual households, the sustainability of the community, and the efficient use of its housing stock.
We found evidence that LB Enfield is committed to treating tenants with fairness and respect. LB Enfield gathers tenants’ views in a range of formal and informal ways, and tenants are provided with meaningful opportunities to influence and scrutinise strategies, policies and services. We saw evidence that tenant feedback has positively impacted service delivery in a number of areas including ASB and the accessibility of reporting repairs. LB Enfield has well established plans to further improve tenant engagement, and these are already delivering further opportunities for tenants to influence services and improvements.
Overall, we found that LB Enfield ensures complaints are addressed fairly, promptly and effectively. LB Enfield provided evidence of recent changes to its complaints management processes which are leading to improvements in complaints handling, this work will need to be maintained to improve outcomes further for tenants. LB Enfield evidenced learning from complaints and understands the impact on tenants when it gets things wrong, identifying when improvements are needed and responding accordingly.
There is evidence that LB Enfield uses the information it holds about its tenants to tailor services to meet tenants’ diverse needs and deliver fair and equitable outcomes. LB Enfield evidenced how it continues to collect tenant data and strengthen how it uses this information to enhance and tailor service provision. We saw evidence that work is well advanced in this area as part of the inspection. Overall, clear and accessible information is provided to tenants about LB Enfield’s services and performance.
Background to the judgement
About the landlord
LB Enfield is located 12 miles from the centre of London and owns and manages approximately 15,000 homes.
Our role and regulatory approach
We regulate for a viable, efficient, and well governed social housing sector able to deliver quality homes and services for current and future tenants.
We regulate at the landlord level to drive improvement in how landlords operate. By landlord we mean a registered provider of social housing. These can either be local authorities, or private registered providers (other organisations registered with us such as non-profit housing associations, co-operatives, or profit-making organisations).
We set standards which state outcomes that landlords must deliver. The outcomes of our standards include both the required outcomes and specific expectations we set. Where we find there are significant failures in landlords which we consider to be material to the landlord’s delivery of those outcomes, we hold them to account. Ultimately this provides protection for tenants’ homes and services and achieves better outcomes for current and future tenants. It also contributes to a sustainable sector which can attract strong investment.
We have a different role for regulating local authorities than for other landlords. This is because we have a narrower role for local authorities and the Governance and Financial Viability Standard, and Value for Money Standard do not apply. Further detail on which standards apply to different landlords can be found on our standards page.
We assess the performance of landlords through inspections and by reviewing data that landlords are required to submit to us. In Depth Assessments (IDAs) were one of our previous assessment processes, which are now replaced by our new inspections programme from 1 April 2024. We also respond where there is an issue or a potential issue that may be material to a landlord’s delivery of the outcomes of our standards. We publish regulatory judgements that describe our view of landlords’ performance with our standards. We also publish grades for landlords with more than 1,000 social housing homes.
The Housing Ombudsman deals with individual complaints. When individual complaints are referred to us, we investigate if we consider that the issue may be material to a landlord’s delivery of the outcomes of our standards.
For more information about our approach to regulation, please see Regulating the standards.