Decision

London Borough of Hammersmith and Fulham (00AN) - Regulatory Judgement: 13 May 2026

Published 13 May 2026

Applies to England

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	May 2026

Reason for publication

We are publishing a regulatory judgement for London Borough of Hammersmith and Fulham (LB Hammersmith and Fulham) following an inspection completed in May 2026.

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 Hammersmith and Fulham is delivering the outcomes of the consumer standards. It is using its systems and tenant insight and information effectively to identify and address any issues and areas for improvement. Based on this assessment, we have concluded a C1 grade for LB Hammersmith and Fulham. 

How we reached our judgement

We carried out an inspection of LB Hammersmith and Fulham 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 of the 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 cabinet meeting, a Policy and Accountability Committee Meeting and a meeting between LB Hammersmith and Fulham and involved tenants. We spoke with tenants, held meetings with LB Hammersmith and Fulham’s chief executive, housing senior leadership team, and the cabinet member for housing, and reviewed a wide range of documents provided by LB Hammersmith and Fulham.

Our regulatory judgement is based on a review of all the relevant information we obtained during the inspection, as well as analysis of information supplied by LB Hammersmith and Fulham in its regulatory returns and other regulatory engagement activity.

Summary of findings  

Consumer – C1 – May 2026

LB Hammersmith and Fulham meets the outcomes of the Safety and Quality Standard. During the inspection, LB Hammersmith and Fulham demonstrated that it complies with health and safety requirements. LB Hammersmith and Fulham provided assurance that it has systems in place to ensure the health and safety of tenants in their homes and associated communal areas and that it monitors performance. Councillors and tenants have oversight of health and safety performance and the outcomes reported across the main areas of compliance are appropriate.

LB Hammersmith and Fulham has an accurate record of the condition of its homes through physical stock condition surveys which include an assessment against the Housing Health and Safety Rating System, with a clear plan to complete 100% of surveys by June 2026. LB Hammersmith and Fulham’s “Behind Every Door” approach means that compliance visits, repairs and home visits support hazard identification. LB Hammersmith and Fulham reports that 99% of its homes meet the Decent Homes Standard, with plans in place to address non-decency and maintain safe and decent homes.

We gained assurance that LB Hammersmith and Fulham is delivering an effective, efficient and timely repairs service. LB Hammersmith and Fulham is consistently meeting timescales for emergency and non-emergency repairs. LB Hammersmith and Fulham demonstrated how it has learnt lessons from complaints and other feedback to deliver improved outcomes for tenants in its repairs service and to support continuous improvement.

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 and hate incidents in the neighbourhoods where they provide social housing. We gained assurance that LB Hammersmith and Fulham has effective partnership arrangements in place, supported by evidence that its proactive approach results in successful outcomes. LB Hammersmith and Fulham makes effective use of its full range of tools and legal powers, evidenced by the homes it has returned to use through court orders. LB Hammersmith and Fulham has strengthened its oversight of anti-social behaviour and hate crime, including improved performance monitoring and outcomes.

LB Hammersmith and Fulham is meeting the Tenancy Standard in relation to tenure. LB Hammersmith and Fulham offers tenancies which are compatible with the purpose of the accommodation, the needs of individual households, the sustainability of the community and the efficient use of housing stock. LB Hammersmith and Fulham has published clear and accessible policies that outline its approach to tenancy management, aligned with the required outcomes of the Tenancy Standard.

In relation to the Transparency, Influence and Accountability Standard, we saw evidence that LB Hammersmith and Fulham treats its tenants with fairness and respect. It demonstrates practices and behaviours that support this, reflected in improved confidence reported by tenants and a positive culture among councillors and officers. LB Hammersmith and Fulham’s responsiveness to tenant feedback and collaborative initiatives, including a co-produced repairs contractors customer charter, provide assurance that it is continuing to embed a fair and respectful approach. 

There is evidence that LB Hammersmith and Fulham uses the information it holds about its tenants to tailor services to meet tenants’ diverse needs and deliver fair and equitable outcomes. LB Hammersmith and Fulham is continuing to strengthen its capability to further understand and respond to the diverse needs of its tenants and is focused on further improving the information it holds about its tenants.

We gained assurance that LB Hammersmith and Fulham takes tenants’ views into account in its decision-making about how landlord services are delivered and communicates how tenants’ views have been considered. LB Hammersmith and Fulham demonstrated that it has a wide range of mechanisms that enable tenants to influence service delivery, with clear examples of tenant input shaping decisions and improvements in a number of areas, including anti-social behaviour, repairs and complaints.

LB Hammersmith and Fulham provides tenants with an accessible range of information in both digital and non-digital formats. Engaged tenants receive performance information, and performance is reported to all tenants through newsletters and on LB Hammersmith and Fulham’s website.

LB Hammersmith and Fulham addresses complaints fairly, promptly and effectively. We saw evidence of actions taken to strengthen its management of complaints, which has led to improvements in complaints handling. LB Hammersmith and Fulham demonstrated that it learns from complaints and undertakes root cause analysis, overseen by its monthly complaints learning board, which informs service improvements and supports better outcomes for tenants.

Background to the judgement

About the landlord

LB Hammersmith and Fulham is a unitary authority in London. It owns and manages around 12,140 social 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. 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.

Further information

• Regulating the standards
• Regulatory standards for landlords