Agenda item

This report gives an update on the Housing Repairs service.

John Hayden (Assistant Director – Repairs) introduced the report which provided an update on key areas, noting that 91% of repairs were completed on time, with strong performance from contractors. Damp and mould cases were largely resolved within target, and voids management saw 626 properties returned to stock, with 88% meeting turnaround targets. A new disrepair protocol was introduced in January 2025 which reduced legal claims and improved case handling. Further improvements included preventative maintenance, a reduction in drainage callouts, and new initiatives such as estate action days and enhanced customer engagement. Procurement for services from 2027 had commenced, with a focus on long-term stability and retrofit goals.

Councillor Adronie Alford enquired as to why a PowerPoint presentation had not been provided for the meeting. Richard Shwe (Director – Housing) responded that the intention had been to ensure the report itself was the primary focus. Councillor Frances Umeh (Cabinet Member for Housing and Homelessness) added that the reports had been submitted in advance for members’ consideration.

Councillor Adronie Alford questioned the increase in damp and mould cases between April 2024 and April 2025. John Hayden explained that the rise was due to proactive home checks, which had identified issues that had not necessarily been reported previously.

Councillor Adronie Alford queried why the performance target had been set at 91% rather than 100%. John Hayden stated that while the service was striving to achieve 100%, there were occasions when timeframes were missed. He added that some houses were recalled when residents had expressed dissatisfaction with the quality.

Councillor Adronie Alford requested a more detailed breakdown of tenant satisfaction figures. John Hayden advised that the figures were externally measured through the Tenant Satisfaction Measures (TSMs), and noted that the highest satisfaction had been recorded under TP08. He confirmed that performance was improving.

Councillor Adronie Alford highlighted that TP03 had recorded a satisfaction rate of 59%. John Hayden acknowledged this and stated that improvements were ongoing and expected to continue.

Councillor Adronie Alford asked what new improvements had been introduced, noting that visits had always been carried out, and were not necessarily and improvement. John Hayden clarified that the increased visits were specific to housing repairs. He added that efforts were being made to improve the customer journey, including reducing the disconnect between residents and officers and offering weekend appointments for some households. He added that when appointments were missed, residents were informed and, where appropriate, vouchers were issued as compensation.

Councillor Laura Janes reported that 291 cases of damp and mould had been recorded and asked whether any hotspots had been identified, along with plans to address them. John Hayden confirmed that trends had been identified, with varying causes. Where repeat issues were found, Tier 2 works, such as the installation of ventilation systems, were introduced. He also noted that resident education was being provided to help prevent recurrence. Councillor Sally Taylor proposed that the damp and mould data be revisited at a future meeting.

Councillor Frances Umeh noted that the last repairs update had been provided two years ago and this report highlighted progress since that time. She mentioned that there had been changes in officers and the formation of a cross-departmental team focusing on damp and mould. She reported that 1% of homes had damp and mould cases, all of which had been treated within the required timeframe.

It was agreed that a more comprehensive paper on tenant satisfaction measures would be brought to a future meeting for further discussion.