Agenda item

This report provides a comprehensive overview of the Repairs Improvement Plan, initiated to address identified shortfalls in the repair services and complaints management.

Richard Shwe (Director of Housing) introduced that he had become the permanent Director of Housing on 23 March 2023. He

presented the report, including a review of the current situation, how the Council was putting things right, six key interventions made under the Repairs Service Improvement Plan, improvements to complaint management, enhancing capacity and quality, and investing in the Council’s housing stock.

NOTE: Presentation on Repairs Improvement Plan is attached as Appendix 4

The Chair remarked on the improvement to the reception arrangements at 145 King Street with regard to security.  In response, Richard Shwe noted that the Tenants’ Association was very upset with previous performance but there began to see some improvement at the meeting two weeks’ ago. He considered the matter needed a year to improve properly. He was pleased to note that 11 contractors turned up at the Association’s meeting, which was an example of better service model through which things could be done better and quicker.  In this regard, Councillor Sally Taylor said she had received positive feedback from a participated resident and she really appreciated the work of the housing team.

The Chair noted that in February 2023, the Government had tabled amendments to the Social Housing (Regulation) Bill to require landlords to investigate and fix damp and mould in their properties within specified timeframes.  She asked about the Council’s response. John Hayden (Assistant Director of Repairs) briefed members on the Council’s two-tier approach to deal with damp and mould.  Having validated the need to tackle the problem, the dedicated Damp and Mould Team would offer a “Home MOT” service to residents of affected properties. This aimed to provide a suite of additional home services, ensuring the inhabitant's dwelling remained fully functional and fit for purpose. Officers would contact the residents to manage the progress of improvements.  Richard Shwe added that through the housing officers’ regular visits aimed at resolving the problems effectively, the “Home MOT” was also a strategic tool to cultivate a more trusting relationship and enhance residents’ satisfaction with the housing service.

Responding to Councillor Paul Alexander’s question about voids and disrepair, and issues relating to retrofitting boilers in some flats, John Hayden referred to the level of disparity of work for different void specifications.  While four extra contractors had been engaged to start in September, high quality product specifications would mean related works might take 3 to 4 years to complete.  The Council aimed to clear the backlog while measuring residents’ satisfaction of the new “Home MOT” initiative under the Repairs Improvement Plan.

Councillor Frances Umeh thanked the Committee for their feedback and support for the new housing repairs services. She expected that the housing team would continue to listen to the residents and improve the delivery of the service.     

Members noted that under the Complaint Management Strategy, a dedicated resolution team had been established to deal with all cases that reached the Housing Ombudsman. Resident, Martin Thirlaway, was concerned that team members might become victims of their own success and be made redundant when they were no longer needed. Richard Shwe assured him that the housing team aimed to provide high quality services and good officers would find suitable roles.

In conclusion, the Chair welcomed the strategy and initiatives under the Repairs Improvement Plan and the housing team’s commitment to providing better housing services for residents.

RESOLVED

That the Committee noted the report.