To receive and consider the report of the Head of Housing and Community Development.
Minutes:
The Committee received the report of the Head of Housing and Community Development. (copy filed with signed minutes)
The Committee was advised that there were four sections to the action plan, namely Contacting the Council; Repairs and Maintenance; Listening to Tenants; and Clients and Keeping Everyone Informed. The action plan had been adopted by and would be monitored by the Housing Management Team. It was noted that some of the items e.g. establishment of a single call centre would take time to complete. The action plan had also been discussed with the Tenants Scrutiny Panel at its last meeting and those comments had been taken into account in finalising the action plan.
The Committee was advised that improvements had already been implemented such as improving the was that messages were distributed from first contact officers to housing officers. With regard to web-chat it was noted that there were licensing issues which were being discussed with the ICT Service so that this provision could be used more consistently during office hours.
Question / Comment: It has been quoted that there is a lower level of satisfaction by younger tenants – is there evidence of this? |
Response: The satisfaction survey gave the stark statistic that new tenants and younger tenants had lower levels of satisfaction. |
Question / Comment: Courtesy visits to properties – How often are these visits undertaken and could they be combined with visits to consider improvements? |
Response: There are some tenants that officers see more frequently than others. However, there are some tenants who officers do not have contact from at all, and the Service needs to find out why this is the case. It is felt that some of the non-contact may be as officers are office based and there is a need for them to be out meeting people instead. |
Question / Comment: How do those tenants who do not contact the service sort out any maintenance issues? |
Response: These tenants will undertake these minor maintenance issues themselves and only approach the service for any major improvements. |
Question / Comment: The Service is congratulated on the action plan. Officers are in Llanfair Caereinion between 1 to 3 p.m. and accessible to tenants. However, some tenants will still be in work and others may be picking up children, so how can this be addressed. With regard to the regular meetings with HOWPS, how many have occurred since August? |
Response: This is being run as a pilot to assess whether there are such issues as have been raised. Some of the engagement sessions will be held on a Saturday. Some also coincide with the Library Van visits. However, the Library Service visits on a routine basis and for short periods, whereby the Housing Service needs longer sessions in areas. The Service Manager – Tenancy Services advised the Committee that he met with HOWPS monthly with Team Leaders meeting to discuss voids on a weekly basis. He also indicated that he was meeting HOWPS on a weekly basis to deal with repairs and maintenance. |
Question / Comment: It is of concern that the Service did not previously understand the needs of tenants, based on the current analysis. The Council also moved services externally (HOWPS) and is there a danger that the Council is now integrating services again to make improvements (single call centre)? With regard to younger tenants, different ways of communication is important. Recreating localism is also good to resolve issues as it can provide solutions based on what estates need. |
Response: What the Service is trying to achieve is to reduce the number of links in the chain so that the service is provided quicker to tenants. With regard to localism, area caretakers were introduced and a small office has been opened in Machynlleth. Libraries are being used to provide a more local service. The outreach service should be able to identify more local needs as well as where there is a need for more housing. |
Question / Comment: Why does the Council need to “negotiate” with HOWPS regarding changes as it is a company owned equally by Kier and the Council? There is confusion amongst Members and tenants as to who to contact for repairs and maintenance as well as accountability. |
Response: A document was circulated to members recently about how to report repairs. Members are able to report problems on behalf of their tenants. The relationship with HOWPS is a contractual relationship even though the Council owns half of the joint venture. |
Question / Comment: What percentage of Council properties have wired in smoke alarms and how many operate on batteries? |
Response: All Council properties have hard wired smoke alarms with battery back up. A percentage of alarms are tested annually and alarms are changed every nine years. |
A Member commented on difficulties in accessing officers as well as the need to contact local Councillors to discuss issues.
Question / Comment: When will services improve, particularly access and the issue with access to licences for web chat? |
Response: A single contact number was implemented for the Service some years ago. Officers have also been advised that when they are working on a Council estate to contact the local Councillor for the area. |
Question / Comment: Is it possible for the Service to undertake a “secret shopper” type assessment to just the needs of tenants and expectations? Whilst the Council cannot match all expectations from tenants, by setting standards this should assist in dealing with expectations. Do HOWPS work towards achieving the Powys pound? |
Response: Shelter Cymru did undertake a secret shopper approach previously for the Council which was helpful. The quality of accommodation standard is being reviewed which reflects not only expectations but matches that to the resources which the Council has available. HOWPS do undertake smoke alarm checks and the Service can speak to them about picking up other issues which the Service and the Council needs to be aware of such as tenants who were socially isolated or where there might be concerns regarding safeguarding. The Joint Venture company spends more of its money within the County than the Council e.g. supplies are bought within the county. The Director of Economy and Environment indicated that this information had been made previously and agreed to update the information and circulate it to Members. |
A Member commented that it was not only the issue of how much HOWPS spent in the county but also about employing people in the county, and creating the opportunities for apprenticeships. The committee considered that it should review progress with implementing the action plan in 6 months time.
Outcome:
(i) The Director of Economy and Environment to update the information regarding the HOWPS spend in the county and circulate it to Members.
(ii) That a request be made to the Co-ordinating Committee that a progress report on implementing the action plan be considered by the Committee in 6 months time.
Supporting documents: