Agenda item

Additional slides – to follow.

The Panel received a set of slides which provide an update on a range of Key Performance Indicators in relation to the Housing Service. The slides were included in the agenda pack at pages 15-42 and there were additional slides included in the addendum report pack at pages 1-4, which gave an update on voids and damp and mould, as requested by the Panel at the previous meeting. The following arose during the discussion of this agenda item:

a.    The Panel sought clarification about whether the information pertaining to repairs completed first time, included appointments that the Council didn’t attend i.e. if there was a cancelation or the contractor was unable to attend. Officers advised that they believed it was only repairs that were completed, but that they would confirm this in writing. (Action: Scott Kay).

b.    The Chair noted that it would be useful to know information around the number of appointments that were upheld and conversely, cancelled. The Chair commented that he assumed that a repair wouldn’t be listed as completed first time, if it had been cancelled or rescheduled prior to being completed.

c.     The Panel queried how satisfaction with repairs was tracked, and whether a repair would be marked as completed if the resident wasn’t happy with the repairs that had been carried out. In response, officers advised that there was an indicator in the slide deck relating to satisfaction with previous repair. Officers set out that if a repair had been completed to the contractors satisfaction it would be listed as completed. If the resident wasn’t happy with the repair, then it would be followed up as either a complaint or a separate job would be raised.

d.    In response to a request for clarification, officers advised that tenancy activity related to the range of interactions the Tenancy team could have with tenants, covering thinks like a visit to a property, initial tenancy visits and a one year review. It was also clarified that the indicator on support plans, related to sheltered housing or good neighbour schemes and there is a one year review that takes place. The support planning is profiled 12 months ahead and a meeting is scheduled. All residents in these schemes have a support plan and this is what is being monitored and tracked.

e.    The Panel sought questioned what happened if the Council did not meet its target on tenancy audits, given current performance levels were quite far off. In response, officers advised that the aim was to cover 20% of all tenancies within social housing stock on an annual basis and that this figures was profiled and reported on through this indicator. Officers commented that they would be looking at how best to report on the management of stock going forwards. The Chair sought clarification about what Members could expect to see by the end of the year in relation to performance on tenancy audits. Officers agreed to provide a written response on this. (Action: Neehara).

f.      The Panel queried what ‘out of scope’ referred to in relation to damp and mould. Officers advised that this related to where a resident had reported damp and mould but on inspection, it was found to be something else.

g.    In relation to a score of 63% of emergency treatments for damp and mould, officers advised that this score related to the number of cases completed in time and that those that were not completed in time tended to be due to problems with gaining access to the property, for example. Officers provided assurances that they would continue to look at how they could improve their policies and processes in relation to this work.

RESOLVED

The KPI update was noted.