housing representatives forum 18 september ......2018/09/18 · housing representatives forum 18...

1 | H o u s i n g R e p r e s e n t a t i v e s F o r u m 1 8 / 0 9 / 1 8

HOUSING REPRESENTATIVES FORUM 18 SEPTEMBER 2018, 10.30-12.30

Please read all papers in advance of the meeting and have any points or comments that you wish to raise ready prior to the meeting.

Council Chamber, Hammersmith Town Hall Agenda Number

Agenda Item Times Deliverer

1 Welcome, Introductions, Apologies & Declarations of Interest

10.30 Chair

2 Accuracy of previous meeting minutes (p. 2-10)

• Minutes from morning meeting on 12 June 2018

10.35 Chair

3 Actions from last meeting & matters arising (p. 11-12)

10.45 Chair

4 Defend Council Homes Unit

• Defend Council Homes Policy Consultation Outline

10.55 Daniel Miller, Resident Involvement & Service Improvement Manager (verbal update)

5 Growth & Place Update

• Structure update

11.10 Jane Martin, Assistant Director, Place (document to be provided at the meeting)

6 Complaints & Members Enquiry Update

• Summary of Growth & Place Complaints

• Performance Update

• Key issues (p. 13 -21)

11.25 Neil Froggatt, Interim Business Intelligence Manager

7 Resident Involvement Update

• How we have worked with you this year

• Resident involvement strategy next steps

11.55 Daniel Miller, Resident Involvement & Service Improvement Manager (presentation at meeting)

8 Agenda Items for next meeting (p. 22 - 24)

• 20 November 2018 (pm)

12.15 For discussion & agreement

9

AOB

12.25 For feedback

10 Close

12.30

Agenda Item 2 – Please let Daniel Miller know of any amendments to the minutes prior to the meeting Agenda Item 8 – Please review the forward plan for 2017 and feel free to propose any additional agenda items

Reports for information

a Housing Performance Scorecard

b Starters, Movers and Leavers

c Get Involved September Opportunities


DECLARATION OF INTEREST GUIDANCE DOCUMENT

• A conflict of interest means any interest that could impair or be perceived as impairing objectiveness and

independence.

• A declaration of interest is when an individual highlights a potential conflict of interest that may affect or be relevant to the meeting discussion or activity that is being undertaken.

• Listed below are some of the potential conflict of interest areas that meeting attendees are required to declare at the start of each meeting.

Employment, office trade, profession or vocation – any employment office trade

profession or vocation that is relevant to the delivery of services to council housing

residents. If a meeting attendee has a number of different capacities that they

represent, they should also declare which one they are representing at the meeting

(ie, a council housing resident, who works for the council and could either be attending

as a resident representative, or as a council officer)

Sponsorship - any payment or provision of

financial benefit (other than from

Hammersmith & Fulham council) made or

provided within the last twelve months in

respect of any expenses incurred.

Contracts - any contract which is made between you or the relevant person (or a

body) which you or the relevant person has a beneficial interest under which goods

or services are to be provided which has not been fully discharged

Land – any beneficial interest that you or the

relevant person has in land in the borough of

Hammersmith and Fulham.

Licences – any licences you or the relevant person has to occupy an area of land in

the borough of Hammersmith and Fulham (this excludes TRA hall and room licences)

Securities – any relevant interests that you or

the relevant person has in the securities, or

shares, of a body.

Complaints or ombudsman enquiries – any open or ongoing complaint or

ombudsman enquiry that relates to items that have been included for discussion on

the agenda

Case history – any relevant case history in

terms of a specific service area (eg, ASB) that

may predujice your views during the

discussion

Who does this list apply to? All meeting attendees (officers of the council, residents, and contractors) Why is this important? To protect the integrity and independence of the meeting discussion or activity What will be the result of a declaration of interest? All declarations will be recorded in the meeting minutes and recorded on a conflict of interest register for the group or forum. A meeting attendee who has made a relevant declaration of interest (dependent on the significance of this declaration) may be asked to:

Be a non-participatory observer for a specific agenda item Leave the meeting for its duration

Be a non-participatory observer for the entire meeting. Leave the meeting for a specific agenda item

Not make comments on specific areas of a discussion that relate to the declaration of interest

It will be the Chair of the meeting’s role to decide on the most appropriate course of action following a declaration of inte rest. The

individual who has made the declaration will be asked to confirm that they understand the course of action they need to take and to

confirm that they agree to this.

Right of appeal

Any decision that is taken following a declaration can be appealed at the time by the discloser, or after the meeting to the Resident

Involvement Manager.

Department Housing Department

Responsible person Daniel Miller

Resident sign off HRF

Approval date 20/02/18

Next review date February 2019

Version number 1


AGENDA ITEM 2 - HOUSING REPRESENTATIVES FORUM MINUTES

12 JUNE 2018 7PM-9PM

PRESENT HR Forum Members Marilyn Mackie – Chair (TF) Tom Flynn – Vice Chair (TF) Suzanne Iwai (SI) Ray Champion (RC) Shirley Cupit (SC) Christopher Took (CT) Keith Harris (KH) Kim Shearer (KS) Paula Wybrew(PW) Pauline Hutchison(PH)

St. Andrews Court Jepson House White City Ash Lodge Queen Caroline Charecroft Millshot Close Aspen Gardens

Aspen Gardens Maystar

COUNCIL OFFICERS David McNulty (DMc) Assistant Director Operations, Mark Brayford (MBr) Assistant Director Direct Delivery, Chris Cullerton (CC) Interim Strategic Head of Property Services, Charles Kinney (CK) Interim Head of Mechanical & Electrical, Valdrin Rexha (VR), Parking & Garages Manager, Beverley Cardy (BC),Contract Manager Pinnacle Caretaking; Lisa Cantwell-Hope, Area Contract Manager Pinnacle Housing Management; Fiona Ugoji (FU) Business Intelligence Manager; Daniel Miller (DM) Resident Involvement & Service Improvement Manager, Andrew West (AW) Operations, Repairs & Voids Manager Mitie; Glendine Shepherd (GS) Interim Director for Housing Services; Shaun Dunleavy (SD) Performance Manager LBHF; Janey Carey (JC) Head of Resident Involvement and Improvement, Peter Hannon (PH) Acting Head of Neighbourhood Services, Paul Lunn(PL) Project Manager Pinnacle Caretaking, Ian Webb (IW) Senior Partnership Manager Mitie, Ben Binnell (BB) Contract Manager IdVerde, Iesha St Heliare (ISH) Income Team Manager

GUESTS Abs Nezam - Hyperoptic

APOLOGIES Julian Young (JY) Maxine Bayliss (MB) Adriaan Van Zyl (AVZ) Marie Thomas (MT) Ros O’Connell (ROC)


Item Description

1.0

1.1

1.2

WELCOME, INTRODUCTIONS, APOLOGIES & DECLARATIONS OF INTEREST MM opened the meeting, introductions were made and apologies were given. KS confirmed that although she worked for the Council she was attending the meeting as a resident.

2.0

2.1

2.2

ACCURACY OF PREVIOUS MEETING MINUTES 1.2 KS advised there is a standard statement for the interest she declares that was not used in previous minutes. ACTION

Minutes agreed subject to 2.1.

3.0

3.1

3.2

3.3

3.3.1

3.4

ACTIONS FROM LAST MEETING & MATTERS ARISING Action 4- DCHU update-Breakdown of legal and consultancy fees asked for. ACTION

Action 5 – Water tank checks- TF advised he had not received all the information following the Health & Safety works. CK to follow up with TF. ACTION

Action 8 – Pinnacle Housing Office move- RC raised the new office is much smaller than the previous housing office. LCW responded the offices have a smaller foyer and one less interview room. GS advised the new office was the best we could find in the area, as close to the previous as possible. An officer is looking at improving the environment in the foyer and working environment. All other actions completed.


4.0

4.1

4.2

4.2.1

4.3

4.3.1

DEFEND COUNCIL HOMES UNIT (DCHU) UPDATE – SHIRLEY CUPIT SC updated the Forum as follows:

• DCHU had met with Resident Involvement Team to look at rolling out consultation.

• Subsequent meeting with the leader of the council Cllr Steven Cowan who has asked for expert advice on the communications that would be sent to council housing residents.

• Important to get the message right so residents are well informed.

• Will bring back to HRF. TF commented in the draft policy there was no mention of leaseholders. SC advised as the policy protects the rights of tenants by default it will protect all tenures. The policy is still a draft policy. TF advised a developer has been buying up flats on one estate. Voting rights for absent landlords could affect any ballot. SC responded during the Residents Commission ballots there was a difference made between absent leaseholders and resident leaseholders. This would be brought back to the Forum further down the line.

5.0

5.1

5.2

5.2.1

5.3

5.4

5.5

5.5.1

GROWTH & PLACE UPDATE- GLENDINE SHEPHERD GS advised following comments after the previous Forum she had been asked to give a further update. The main aims of Growth & Place are to:

• Provide more genuinely affordable homes

• Work to maintain existing homes to a high standard

• Increase job opportunities. The King Street West renewal project is an example of this. A copy of the Senior Management structure was circulated to all members. The interviews for the Chief Housing Officer had been held. Residents from the Residents in Recruitment panel had been involved in the interview process. GS thanked the residents for being part of the recruitment. MM thanked GS for the update and for working with residents. MM asked for the structure chart to be sent electronically with the minutes. ACTION


ADDITIONAL ITEM

HYPEROPTIC- (Non- Agenda Item)

• As the Forum was running ahead of time MM asked Abs from Hyperoptic if he could give an overview.

• Hyperoptic is one of the broadband providers currently working with the Council.

Community Fibre is the other provider.

o Abs provide the following information:

o Phase one delivery to 14 sites, 5,000 homes. o Initial non-intrusive surveys o Internal cabling

• SI asked if the cabling would run up buildings or be underground.

• Abs replied existing BT open scape cabling would be used.

• SI asked if tenants will be consulted and will TRA’s be advised when surveying will take

place.

• Abs replied Hyperoptic has a communications process and marketing team.

• DM advised TRA’s will be notified of both surveying and installation schedules for their

estates.

• KS asked as there were now two companies involved in providing broadband, would there

be any more

• CT asked if two companies would be cabling up the same building.

• Abs replied no this wouldn’t happen

• CT commented this will mean estates don’t have a choice.

• CT asked about possible effects on cabling on fire stopping

• Abs responded that photos are taken of all works and method of works agreed with council.

• SI advised White City residents already signed up to Community Fibre were not given a

choice.

• SC commented the Council neds to give a clear outline of provision and choices.

• DM advised that Growth and Place had only recently found out about the initiative.

• DMc suggested an update on the Councils Digital Engagement Strategy and approach be

brought to the next Forum. ACTION

• SI proposed looking at marketing, resident’s rights and switching providers.

• Abs confirmed Hyperoptic provides a cooling off period and buy out options, also have a

support system for switching.


6.0

6.1

6.2

6.3

6.4

6.5 6.5.1 6.6 6.6.1

• KH asked what happens if a tenant moves and the service is not available at the new

property.

• Abs advised the contract would be terminated if the service could not be provided.

WELFARE REFORM UPDATE- IESHA ST HELIARE ISH gave a brief overview of Universal Credit

• Hammersmith and Fulham moved to full roll out of universal credit in August 2016.

• Currently 1409 residents on universal credit.

• Unless there is a change in personal circumstances you don’t move on to universal credit.

• A change of address is not a change in personal circumstances.

ISH advised the Income team are currently looking at providing a holistic service to try and mitigate the effects of universal credit. ISH described support offered to residents:

• Work with residents to make short term and long-term plans

• Work options

• Floating support

• Arrears management

• Consistent service

• Information at sign up

• Home visits

ISH advised 68 people had been affected by the benefit cap and 356 by the under-occupancy penalty (bedroom tax) in Hammersmith & Fulham. These residents are being supported with discretionary housing payments (DHP). SI advised residents on universal credit were being affected by problems with universal credit not arriving in rent and account. ISH responded universal credit is relatively new and there have been delays in the money being allocated. Less than 24 payments so far and the payments have not always been regular, there needs to be more consistency. The council are looking into this and have fortnightly meetings with Department of Work and Pensions (DWP) SI advised the arrears letters in these circumstances re causing concern and anxiety to residents. ISH agreed to look at the letters and the possibility of stopping them.


7.0

7.1

7.2

7.3

7.4

7.4.1

7.4.2

7.4.3

7.4.4

7.5

7.5.1

7.6

7.6.1

7.7

7.7.1

COMPLAINTS AND MEMBERS ENQUIRY REVIEW – FIONA UGOJI Presentation covering the year to 31 March 2018 had been circulated to members. FU explained there had been an overall decrease in complaints but an increase in members enquiries. FUUadvised 55% of complaints had been upheld. CT commented the vast majority of complaints were against Mitie. SB responded Mitie have approx. 86,000 orders per year so the complaints represent approx. 1%. MM stated they may be a small percentage but important to residents. SB responded Mitie are continually looking at lessons learned. CT advised many residents don’t complain because of their experience. DMc advised that FU’s team is responsible for complaints for Property Services and apologised if this was not clear from the presentation. The majority of complaints are in this area but we will bring a further presentation to the September 18 Forum covering complaints and members enquiries for all service areas. A more detailed breakdown of the Mitie complaints and look at trends etc will also be provided. The members agreed to have this on the September 18 Agenda. ACTION

RC raised the issue of repairs not be completed following estate walkabouts. CP replied Brian O’Mara and herself were now meeting monthly with Mitie to monitor this issue and would be reporting back to Estate Services Working Group. TF asked if Mitie investigate complaints about the repairs service. CC responded Mitie have their own complaints officer but all responses are quality checked and signed off by LBHF.

8.0

8.1

8.2

AGENDA ITEMS FOR NEXT MEETING The members agreed the following:

• DCHU

• Complaints review update

• ESWG update moved to the November 18 meeting.

• Parking – agreed to take this off as a standing agenda item. The members commended VR on all his work on this project.

• FRAG- agreed to have a surgery and provide a written report from November 18

• Digital Strategy for November 18 meeting


9.0

9.1

9.2

9.3

9.4

9.5

9.6

9.7

9.8

9.9

9.10

9.11

9.12

AOB SC asked about lift refurbishment plans. ACTION

RC advised his smoke alarm recently started beeping as the batteries were coming to the end of their life. He reported to Mitie and operative attended within three and half hours and did a great job but whilst waiting the detector was continually beeping. Could the response time be improved? CC advised he would look into this. ACTION. RC informed two residents had recently died at Ash Lodge and whilst the families were clearing the properties they received parking tickets. VR advised there is a process in place and if parking is advised they can either suspend parking or suspend an actual bay. LCH advised when they receive a notification of death they will pass on parking details to the relatives. KH asked about the grounds maintenance in cemeteries as one of the cemeteries was looking untidy and neglected. BB advised this was an issue being looked at by IdVerde and LBHF. PH asked for more information when contracts are placed with outside contractors. Grounds maintenance had not been attending Shutters square where there had been some improvements. CP apologised and advised there had been a miss communication between Groundwork and IdVerde. BB to discuss with PH after the meeting. CT advised the members of Green for Grenfell. Twelve tower blocks in Hammersmith and Fulham and Kensington and Chelsea being lit up on the evenings of Thursday 14, Friday 15th, Saturday 16th and Sunday 17th to mark the anniversary of the Grenfell tragedy. Tower blocks Charecroft and Edward Woods part of the project. GS advised the Evergreen Centre at Edward Woods would be open from 9:30am -8:00pm on Thursday 14 June for residents.

10.0 CLOSE


HOUSING REPRESENTATIVES FORUM ACTIONS & SUGGESTIONS FROM MEETING ON 12 JUNE 2018

PRESENTED AT THE HOUSING REPRESENTATIVES FORUM ON 18 SEPTEMBER 2018

Agreed Action

Action Owner

Senior Manager

Deadline Update

Action 1 –Accuracy of Previous Minutes KS advised there is a standard statement for the interest she declares that was not used in previous minutes. Point 2.1

DM Janey Carey

18/09/18 Minutes amended.

Action 2 –DCHU Update Breakdown of legal and consultancy fees asked for. Point 3.1

DB David Burns

18/09/18 Update to be provided at the meeting on 18/09/18

Action 3 – Water Tank Checks TF advised he had not received all the information following the Health & Safety works. CK to follow up with TF Point 3.2

CK Richard Buckley

18/09/18 Team met with TF on site and CK provided requested information.

Action 4 – Growth & Place Update MM asked for the structure chart to be sent electronically with the minutes Point 5.5

DM Janey Carey

18/09/18 Update to be provided at the meeting on 18/09/18

Action 5- Digital Engagement DMc suggested an update on the Council’s Digital Engagement Strategy and approach be brought to a future Forum Point 5A.11

DM Janey Carey

20/11/18 Scheduled on the HRF forward plan for the meeting on 20/11/18


Action 6 – Complaints & Members Enquiry Update The members agreed to have this on the September 18 Agenda Point 7.5.1

DM Janey Carey

18/09/18 Included on the agenda for 18/09/18

Action 7 – Lift Refurbishment SC asked about the lift refurbishment programme Point 10.1

CK Richard Buckley

18/09/18 Letters have been sent to residents affected by delays to the lift programme. The programme is currently being developed to look at issues raised since Grenfell and residents will be advised of start dates.

Action 8 – Smoke detector alarms RC asked if the response time to change the batteries in smoke alarms could be improved. CC advised he would look into this. Point 10.2.1

Anil Goriah, Health & Safety

Manager

Richard Buckley

18/09/18 This was responded to far quicker than the current emergency timescales of 24 hours.

ROLLING ACTIONS

No rolling actions


HOUSING REPRESENTATIVES FORUM ITEM 6 COMPLIMENTS, COMPLAINTS, & MEMBERS’ ENQUIRY REPORT

PRESENTED AT HOUSING REPRESENTATIVES FORUM

ON 18 SEPT 2018

1. Introduction

1.1. This report looks at compliments, complaints and Member enquiries received by Growth & Place in the period 1 August 2017 to 31 July 2018, which is the latest 12-month period available prior to the September 2018 Housing Representatives Forum meeting.

1.2. The report covers the following services:

• Property Services (Responsive repairs, Mitie)

• Housing Services (Housing Management)

• Estate Services (Caretaking)

1.3. The report highlights the volume of compliments, stage one and stage two complaints and Member enquiries received and how the above services have performed against corporate timescales in terms of response times.

1.4. It also includes details of the numbers of stage one and stage two complaints upheld, and looks at what complaints are about, and how we learn from them as a department.

2. Background

2.1. The complaints policy that is referred to in this report is the H&F corporate complaints policy that can be found on the council’s website. The policy defines a complaint as:

2.2. “Any expression of dissatisfaction about the Council's provision of, or failure to provide, a service for which it has responsibility”

2.3. The council operates a 2 stage complaints process.

3. Stage One complaints

3.1. A resident may make a formal complaint if a concern cannot be resolved to a customer’s satisfaction at the point of service delivery.

3.2. Complaints are acknowledged within three working days, and a full written reply sent within fifteen working days.

3.3. We aim to resolve as many complaints as possible to the customer’s satisfaction at stage one. This means that responses we provide are open


and honest, admitting fault when things have gone wrong and setting out what we are going to do to put things right, including the payment of compensation, if appropriate.

3.4. For repair services that are provided by Mitie, they will respond to the complaint but are expected to conform to the Council’s standards.

Stage two complaints

3.5. If the resident is dissatisfied with the outcome of the Stage 1 investigation, at their request, the Council will arrange for the complaint to be reviewed by a more senior manager.

3.6. All responses to Stage 2 complaints are agreed by the Corporate Complaints Manager, before being sent to the resident. In some circumstances, the investigation is led by the Corporate Complaints Manager.

3.7. The stage 2 complaint will be acknowledged within three working days, and a full written reply sent within twenty working days.

4. Enquiries from councillors or Members of Parliament

4.1. Enquiries from Members of the Council, MPs, MEPs, the Mayor for London, and GLA are not considered complaints, although they may well originate from a councillor or MP being contacted by a resident. The target for responding to Enquiries from Members of the council and cabinet members is 8 days and 3 days respectively.

5. Complaints and enquiries in context

5.1. To make sense of the volume and response times for complaints and enquiries, it’s necessary to look at the context in which they occur.

5.2. Hammersmith & Fulham housing services manages approximately 12,500 tenancies, and 4,500 leasehold properties. Over the course of a year, housing officers have thousands of interactions and transactions with residents. For example, between 1st August 2017, and 31st July 2018, there were approximately 9500 visits to our two area housing offices, and housing officers dealt with, amongst many other requests, 350 anti-social behaviour cases.

5.3. In the same period, approximately 30,000 repair jobs were requested by residents through the Mitie repairs service.

5.4. Making comparisons between responsive repairs, estate services and housing managements in terms of complaint volumes is not straightforward, as whereas all responsive repair jobs are recorded and have a job number, meaning that the exact volume of repairs is known, this does not apply to housing services.

5.5. Of complaints received, between August 2017 and July 2018 around 72% were upheld or partially upheld in any one month.


5.6. Between August 2017 and July 2018, Growth and Place also received 170 compliments, as a department.

6. Volume of complaints received and response time August 2017-July 2018

6.1. The volume of stage one complaints received is shown in Chart One below.

Chart one

Volume of stage one complaints received

6.2. Complaint response times

6.3. The council’s policy that all complaints should be acknowledged within three working days, by telephone or in writing and answered fully in 15 working days.

6.4. We aim to respond fully to stage one complaints in 15 days, and stage 2 complaints in 20 days. Our target is to achieve this for 97% of complaints. Sometimes complaints take longer than the target time to respond to if they are more complex than usual, or require input from several officers.

6.5. The percentage of stage one and stage two complaints responded to on time are shown in charts two and four below.

732

8248

0

100

200

300

400

500

600

700

800

MITIE Repairs Tenancy Management Estate Services

Volume of stage one complaints received August 2017-July 2018


Chart two

Stage one complaints response time performance

Chart three

Volme of stage 2 complaints August 2017-July 2018

78% 93%

63%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Tenancy Management MITIE Repairs Estate Services

Percentage of stage one complaints answered on time August 2017- July 2018

11 15

138

0

20

40

60

80

100

120

140

160

Estate Services Tenancy Management MITIE Repairs

Volume of stage 2 complaints received August 2017-July 2018


Chart four

Stage two complaints response time performance

7. What complaints are about

7.1. The following charts show what MITIE’s and housing services complaints are about broken down by job type and root cause.

7.2. Most complaints are about service quality, and both MITIE and Housing Services try to use complaints to identify areas where their service can be improved, some examples of this are given in section 7.

7.3. Complaints about delay in doing something are higher for MITIE, which may be due to the very defined and explicit timescales for most repair jobs.

7.4. Complaints about failure to do something are higher for Housing Services, and again this may be due to the less well defined and more extensive nature of Housing Services, compared to repairs services.

54.50%

60% 60%

51.00%

52.00%

53.00%

54.00%

55.00%

56.00%

57.00%

58.00%

59.00%

60.00%

61.00%

Estate Services TenancyManagement

MITIE Repairs

Percentage of stage 2 complaints answered on time August 2017- July 2018


Chart five MITIE complaints by repair type

Chart six MITIE complaints by root cause

53%14%

7%7%

4%3%2%2%1%1%

0% 10% 20% 30% 40% 50% 60%

MITIE Repairs - general

MITIE Repairs - leaks and floods…

MITIE Repairs - gas

MITIE Repairs - other service

MITIE Repairs - roof

Heating systems

MITIE Repairs - information and advice

MITIE Repairs - door entry system

Planned maintenance -…

MITIE Repairs - doors

MITIE complaints by repair type August 2017- July 2018

6%24%

5%1%

21%1%

9%2%

28%3%

0% 5% 10% 15% 20% 25% 30%

Communication

Delay in doing something

Failure to do something

Inappropriate action or service

Missed appointment

Other cause

Other service and care

Refusal to do something

Service quality

Staff conduct cause

MITIE complaints by root cause August 2017- July 2018


Chart seven Housing services complaints by issue

Chart eight

Housing Services complaints by root cause

43%

15%

12%

8%

2%

2%

2%

2%

2%

2%

0% 10% 20% 30% 40% 50%

Tenancy management - other service

Estate management - caretaking

Anti-social behaviour - other service

Estate management - car parking

Advice and support

Anti-social behaviour - neighbour…

Grounds maintenance - litter bins

Grounds maintenance - other service

Other scheme management service

Pinnacle

Housing services complaints by issue August 2017- July 2018

10%

10%

1%

16%

1%

5%

10%

1%

38%

6%

0% 5% 10% 15% 20% 25% 30% 35% 40%

Communication

Delay in doing something

Environmental

Failure to do something

Inappropriate action or service

Other cause

Other service and care

Refusal to do something

Service quality

Staff conduct

Housing services complaints by root cause August 2017- July 2018


Volume of member and MP enquiries received August 2017-July 2018

Chart nine

Member and MP enquiries response time performance August 2017-July 2018

Chart ten

154

223

544

0

100

200

300

400

500

600


Voulme of Member enquiries received August 2017- July 2018

76%

87%

51.50%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%


Member enquiries answered on time August 2017-July 2018


8. Learning from complaints and enquiries

8.1. Area housing managers go through complaints and member enquiries with their housing officers during monthly 1-2-1s to review how well the responses or investigations were carried out. Mitie will also do this at their 1-2-1s, team meetings and tool box talks.

8.2. They look for common themes, both in terms of the nature of the complaint and the way in which their staff responded to the issue. More senior officers are alerted to any common themes so that they can assess whether it’s possible to be proactive to prevent similar complaints in the future.

8.3. One example of this from housing services is a complaint that was dealt with involving a resident’s shed being broken into. Through the investigation that was carried out it was discovered that another resident had also had a break-in at their shed but not reported it.

8.4. Letters were delivered to all the occupants in the block to make them aware and to reinforce security locks on their sheds and since then, there have been no further reports of break-ins.

Further examples are identified below:

8.5. We have received both enquiries and complaints about the new fire safety check procedure about the policy on items left in the communal areas.

8.6. Whilst it’s not possible change the policy, one of the lessons learnt, is for us to try and communicate more effectively with residents and explain why we’re carrying out the checks.

8.7. On occasions, there can be a delay for new tenants to get the keys for their property, after they’ve viewed and accepted it. One of the common themes of complaints, has been the lack of information provided to the waiting incoming tenants. We’re now working with the Mitie voids team, to get more accurate information, so that this can be passed onto the incoming tenant and give them realistic timescales. We’ve also emphasised to officers the need to keep incoming tenants informed of the progress with their property.

8.8. Because of complaints, the north Area Housing Office duty officer rota has been changed to offer a more comprehensive service during busy periods, such as lunch time.

8.9. All serious Anti-Social Behaviour (ASB) cases are discussed at the monthly ASB panel meeting with Cllrs Fennimore and Homan. Representatives from the north and south area offices, anti-social behaviour unit, police and other housing providers attend this meeting. The meeting is an opportunity to share information and discuss any lessons learnt from specific cases.


AGENDA ITEM B - HOUSING REPRESENTATIVES FORUM FORWARD PLAN SEPTEMBER – DECEMBER 2018

PRESENTED AT THE HOUSING REPRESENTATIVES FORUM ON 18 SEPTEMBER 2018

The HRF forward plan continues to develop as discussions and decisions take place at meetings, and with feedback and agreement from the elected Chair and Vice Chair. Please regularly review this document and let us know if there are any items that you would like to be added to future meeting agendas, or if there are any areas that you would prefer the forum not to cover at meetings that are already proposed on the forward plan.

18/09/18

Subject Area

S = Standing Item

Suggested

by:

• Residents

• Officers

• Cllrs

Timings &

Format (written

for

information,

verbal update,

presentation)

Agreed with

Chair

Report/

Presentation Owner

Senior

Manager

Defend Council Homes

Unit (S) *

Residents 15 mins,

Verbal update

Standing

item


Unit

David Burns

Monthly Performance

scorecard (S)

Officers Written update Standing

item

Shaun Dunleavy Simone Melia

Quarterly Resident

Involvement Update

Residents 20 mins,

presentation

Agreed Daniel Miller Janey Carey

Complaints & Members

Enquiry Review

Residents 30 mins,

presentation

Agreed Neil Froggatt David

Mcnulty

Growth & Place Structure

Update

Officers 10 mins,

presentation

Agreed Jane Martin Jane Martin


20/11/18 (pm)

Subject Area

S = Standing Item

Suggested

by:

• Residents

• Officers

• Cllrs

Timings &

Format (written

for

information,

verbal update,

presentation)

Agreed with

Chair

Report/

Presentation Owner

Senior

Manager


Unit (S) *

Residents 10 mins,

Verbal update

Standing

item


Unit

David Burns

Monthly Performance

scorecard (S)


item


Customer Contact

Improvement Project –

Update

Residents 15 mins,

presentation

Agreed Maria Ellis TBC

Estate Services Working

Group Update

Residents 20 mins,

presentation

Agreed Estate Services

Working Group

Jane Martin

Digital Strategy in

Housing

Residents 20 mins,

presentation

Agreed Daniel Miller Janey Carey

Fire Safety Plus Advisory

Group (FRAG)

Residents Written

update/Surgery

Standing

item

Colette Prior Janey Carey


11/12/18 (am)

Subject Area

S = Standing Item

Suggested

by:

• Residents

• Officers

• Cllrs

Timings &

Format (written

for

information,

verbal update,

presentation)

Agreed with

Chair

Report/

Presentation Owner

Senior

Manager


Unit (S) *

Residents 10 mins,

Verbal update

Standing

item


Unit

David Burns

Monthly Performance

scorecard (S)


item


Annual General Meeting,

Annual Review of HRF,

Agreement of Meeting

Dates for 2019

Residents 20 mins,

presentation

TBC Daniel Miller Janey Carey

Six Month Review of

Actions

Residents Written update Agreed Daniel Miller Janey Carey

Fire Safety Plus Advisory

Group (FRAG)

Residents Written

update/Surgery

Standing

item

Colette Prior Janey Carey

Repairs Working Group

Update

Residents 20 mins,

presentation

Agreed Repairs Working Group Janey Carey

Daniel Miller, Resident Involvement & Service Improvement Manager Email: daniel.miller @lbhf.gov.uk

Tel: 0208 753 6996

mailto:[email protected]

housing representatives forum 18 september ......2018/09/18 · housing representatives forum 18...

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