Lib Dems attack Ealing Council over housing IT failures

Ealing Liberal Democrats have attacked Labour-run Ealing Council’s handling of social housing in the borough, accusing the council of  “poor judgement and decision-making capabilities” which they say have resulted in “appalling service delivery for residents and social housing tenants.”

At a cabinet meeting earlier this month (3 September 2025), Liberal Democrat leader Councillor Gary Malcolm pressed Labour councillors on why, three years after the council’s self-referral to the Regulator of Social Housing (RoSH), progress for tenants remained elusive.

The answer, the Lib Dems claim, was buried in the small print of a budget paper on the council’s Housing Improvement Digital Programme. It revealed the main housing management system, Capita Housing, is two versions out of date and plagued with problems. According to the report: “The main Housing Management System, Capita Housing has issues with current build, system management and user access. This has resulted in staff reverting to manual spreadsheets and the introduction of several new and unconnected systems.”

The document further acknowledged: “Ealing cannot accurately report on regulatory positions and continues to be under a voluntary undertaking from 2022, with manual reporting of data, due to challenges with our hierarchy and systems.”

Despite this, the council is pushing ahead with a £3m upgrade of the same system rather than seeking alternative solutions.

Councillor Jon Ball, deputy leader and housing spokesperson, said: “Ealing Liberal Democrats are concerned that Ealing Labour are presiding over such a chaotic mess given the current pressing need for social housing. Shockingly it shows that they seem unable to fulfil their statutory duties to residents and social housing tenants alike.”

Councillor Ball added: “Ealing Labour’s preferred approach is to continue with the same failing IT system contractors which could be seen as rewarding failure. It highlights their poor judgement and decision-making capabilities both in terms of contract partner selection, management to achieve delivery and an inability to prioritise residents properly.”

Responding to the Lib Dems claims, an Ealing Council spokesperson told EALING.NEWS: “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.”