Tower Hamlets is a vibrant and culturally diverse borough,
characterised by a history of migration and
multi-culturalism. This diversity is reflected amongst
the people who are residents of Tower Hamlets Homes and who live in
the homes and neighbourhoods that we manage.
As the largest provider of housing
services in Tower Hamlets we are committed to putting residents at
the heart of everything we do. This means providing services that
are accessible, inclusive and fairly delivered for all
In line with the Equality Act 2010, we will
continue to work to eliminate unlawful discrimination, harassment
and victimisation, advance equality of opportunity and foster good
relations between individuals and groups regarding age, disability,
gender reassignment, pregnancy and maternity, race, religion or
belief, sex, sexual orientation, and marriage and civil
Read more about our Diversity Policy,
Strategy and Action Plan
In July 2013, Tower Hamlets Homes was awarded with the
"Excellent" level of the
Social Housing Equality Framework, making us the first
housing provider in the London to achieve this accreditation.
Our resident-led Diversity Working Group provides scrutiny of our
services, generating practical ideas for how we can improve
services. In recent years, the group has helped us to improve
our support for vulnerable residents and
overcrowded households in particular.
Read more about the Diversity Working
Group and read the minutes from their meetings.
Our work to provide a more accessible and
inclusive service starts with gaining a better understanding of the
diverse needs of community groups, as well as better information
about individuals’ needs. If we don’t understand the needs of
residents, we cannot deliver the great services that residents want
We use information about residents’ needs to personalise the
service we provide. That means we can offer better customer service
as well as be truly accessible. For example, we have a range of
information and booklets available in
Large Print and in other languages and provide accessibility
tools on our front counters, such as sheet magnifiers and hearing
If you have specific needs that you would like us to know about,
please get in touch
with us. If we know what your needs are, we can provide a
better service to you.
Read more about
the All About You form and the information we use to improve
We regularly set, monitor and deliver equality objectives.
Better data has allowed us to set, monitor and meet
objectives and targets in relation to repairs, Decent Homes,
overcrowding and financial inclusion, as well as identify and
address inequality in satisfaction and access to
Read more about Equality
For example, in August 2010, we identified that Somali tenants
were twice as likely to be in arrears as White British tenants and
significantly more likely to be overcrowded. We worked with
community partners to overcome language, literacy and
trust barriers, which resulted in a 30%
decrease (approximately £12k) in rent owed to us, reducing the
likelihood of eviction and restrictions on bidding for properties.
This project moved Somali tenants from one of least satisfied
community groups, to one of the most satisfied – both with
engagement and our overall service.
Read more about the
Somali Tenants' Engagement Project
Developing a diverse and progressive workforce
We are committed to developing a progressive
and diverse workforce more reflective of the local community.
We have joined Stonewall’s Diversity
Champion network and ensured THH’s first ever entries into
Stonewall’s Starting Out careers guide. We have also
implemented the Disability Two Ticks
principles to promote equality for disabled employees and
applicants, and have joined the Mindful
Employer scheme in order to ensure we provide support and
awareness around mental health in the workplace.
"We Speak Your Language" is an innovative
project which has made Tower Hamlets Homes’ services more
accessible to residents who can’t speak or read English. The
project utilised positive action
more officers who speak community languages, recognising staff
who go the extra mile with a Community
James Caspell, Customer Insight and
Telephone: 020 7364 6137