Agenda and minutes

Appendix A lists those Tenant and Resident Associations (TRAs), which have satisfactorily completed the registration process at the date of despatch of this agenda. It gives details of the representatives of those TRAs to be co-opted onto the DMC, in accordance with the constitution, together with the names of the substitutes.

Appendix B lists those TRAs whose registrations have lapsed. If a TRA wishes to register it must hold an Annual General Meeting (AGM), open to all members, once a year (with an independent observer in attendance). The minutes must be sent to the Tenant and Leaseholder Engagement Team together with a membership list and a completed registered form.

The DMC considered the list of registered tenant and resident associations (TRAs) provided by the Tenant and Leaseholder Engagement Team listed at Appendix A to the supplementary agenda and those TRAs whose registration had lapsed, which were listed at Appendix B.

RESOLVED –

THAT the ‘A’ and ‘B’ lists be noted.

Apologies for absence were received from Rosalind Lau (Birkenhead Estate TRA), Kim Quinn (Bourne Estate TRA) and Councillor Sue Vincent. Apologies for lateness were received from Alex Khawaja (Red Lion RA).

Information bulletins by the Chair had been emailed separately to set out the agenda and background to the items.

The Chair noted that the Complaints Handling Code would become statutory from 1 April 2024. While the DMC had taken a flexible approach to local issues in recent years, it would now return to a more formal approach in line with the constitutional requirement for advance submission of items. Where there was dissatisfaction with a service, residents should now be advised of the formal complaints process, including the Housing Ombudsman stage. This process was intended to lead to review and improvement of housing services.

With changes to the support to TRAs, DMC representatives were advised to contact Stanton La Foucade (Tenant Participation Coordinator) with any requests for assistance. The Chair had received an email from the London Tenants Federation offering help and support to TRAs.

The Chair commented on suggestions that a WhatsApp group be set up for DMC representatives to enable faster communication between meetings. Representatives were asked to contact the Chair if they wished to be included.

There were no declarations of interest.

The Chair notified the meeting that there was an urgent item on the Residents’ Conference that had been circulated with the supplementary agenda. It would be considered under Item 14: Any other business that the Chair considers urgent.

To approve and sign the minutes of the meeting of the Holborn DMC held on 5 December 2023 and 10 January 2024.

There was a discussion arising from the minutes on which services charges would not be covered by housing benefit and universal credit.

RESOLVED –

THAT the minutes of the meetings held on 5^th December 2023 and 10^th January 2024 be approved and signed as a correct record.

Report of the Director of Housing and Director of Property Management.

This report offers an update on the Housing Transformation Programme highlighting key areas and the progress in both housing and repair services.

Consideration was given to the report of the Director of Housing and the Director of Property Management, which was presented by Glendine Shepherd (Director of Housing) and Stephanie Marsh-Aldis (Landlord Services Manager).

It was noted that there had been a walkabout of Tybalds Estate in November 2023 but that the repairs identified as necessary had not been carried out. It was recognised that a number of key officers who had been at the site meeting had left in the interim period. Gavin Haynes (Director of Property Management) responded that the new Head of Repairs & Operation would follow up issues raised at the walkabout.

ACTION: Tony Castle (Head of Repairs & Operations)

The Chair commented that Brunswick Estate also had a number of issues that required resolution. Brunswick TRA representatives highlighted major leaks, broken garage doors and high heat levels during summer months, among other issues. The Director of Property Management offered to meet with Brunswick residents to discuss issues.

ACTION: Gavin Haynes (Director of Property Management)

Concern was expressed by representatives about reported payments to members of the Residents Panels, given that TRA representatives were unpaid for the time they volunteered. It was also suggested that they were duplicating the work of the DMCs, whose representatives were unpaid.  Details on the payments would be circulated to the Committee.

ACTION: Stanton La Foucade (Tenant Participation Coordinator)

With regard to the level of interactions with the repairs contact centre that were not by phone, representatives suggested that this was partly a result of problems with the call system such as calls being cut off. It was considered that the functionality of communication channels needed to be reviewed. The Director of Property Management commented on the varied channels that were now available, highlighting that WhatsApp was the most used. Problems with the phone lines could be reviewed.

ACTION: Gavin Haynes (Director of Property Management)

There were comments about contact centre service hours, with WhatsApp messages sent out of hours by residents only receiving responses from the contact centre after 8am and cases then closed if a reply not made by the resident immediately.

The Chair highlighted the pilot neighbourhood team in Kentish Town, suggesting that a similar approach could work in Tybalds Estate and Brunswick Estate. The Director of Housing explained that the direction of travel was to deliver services in neighbourhoods and that this model would be implemented in Holborn. The mechanics were subject to staff consultation. The Head of Repairs & Operations commented that early indications were that the pilot was working. It was requested that delivery within neighbourhoods have consideration for the working hours of residents, with thought given to time shifting and variable hours of operation.

In response to questions about whether the repairs transformation programme would result in services being brought back in-house, the Director of Property Management commented that the M&E contracts were being kept under review but the main focus of the restructuring was how services responded to residents’ issues.

It was queried whether home visits were  ...  view the full minutes text for item 7.

Report of the Director of Property Management.

This report provides an update on the 2023 stock condition survey, development of the asset strategy, how the works programme is going to be put together and an update on the fire safety works programme.

Consideration was given to the report of the Director of Property Management.

In response to a request for access to the stock condition survey for individual estates, the Director of Property Management offered to circulate contact details to the Committee so that residents who wished to could be advised how to access the survey results for their home online.

ACTION: Gavin Haynes (Director of Property Management)

Brunswick TRA representatives commented on attempts to explain the views of residents about fire safety works, including the Council’s requirement for hard wired over battery powered alarms, although both were acceptable according to the British Standards, and noting the building’s concrete construction. The Fire and Rescue Service had also agreed that battery powered alarms were suitable. The Council had stated that residents would be evicted if they did not accept the alarms as specified. Dudley Court TRA representatives also highlighted the concrete construction with brick veneer and suggested that battery powered alarms were acceptable. Officers were asked where the decision had been taken given that the hard wired option was more costly and inconvenient. The Director of Property Management stressed that the British Standards stated that the alarms used should be appropriate for the type of tenure or property. It had been determined that hard wired alarms were more appropriate. For asset management reasons, these were more robust. The questions would be discussed with the technical team.

ACTION: Gavin Haynes (Director of Property Management)

DMC representatives from Brunswick TRA, Dudley Court TRA and Gamages TRA commented on the behaviour of the contractor Mullaleys, considering it to amount to bullying, alleging that appointments were not made in advance, demands were made to be given entrance and threatening letters received. At Brunswick Estate, Mullaleys had required residents to have gas monitors in their kitchens although they did not use gas. Two people had attended a visit, with one asking questions and the other taking photos alone in other rooms, which the resident was uncomfortable with.

Comments were made that Langdon House received a Fire Risk Assessment (FRA) annually rather than three-yearly as in other social housing blocks. The Chair noted that Camden Council was not the freeholder for Langdon House but the resident considered that, as the primary leaseholder, the Council was responsible for the FRA policy. It was noted that the Council had enforced unwanted fire safety measures although not the freeholder.

The meeting was advised that replacement and additional fire doors had been installed on the Brunswick Estate, resulting in an elderly resident having his arm stuck in a door. The resident was now homebound due to being unable to get through four heavy fire doors. The TRA had been told they would be magnetised and propped open unless the alarm was raised or that they could be opened with a green button but this had only been applied to one of the doors. This had prevented a resident in a wheelchair from entering and exiting  ...  view the full minutes text for item 8.

Report of the Project Manager, Supporting Communities

This report provides an update on our project to improve parking on Camden's estates.

Consideration was given to the report of the Project Manager, Supporting Communities, introduced by Johaan Seesahai (Estate Management Service Manager).

The Tybalds Close TRA representatives stated that Camden officers had been advised six months previously that residents were sub-letting their parking bays via the JustPark website. Jayne Seaman (Principal Caretaking Manager) informed the meeting that officers were working with JustPark to remove bays as they became aware of them being posted. Sub-letting parking bays was against the terms and conditions of their use. The reported bays at Tybalds would be investigated to identify progress.

ACTION:  Jayne Seaman (Principal Caretaking Manager)

Officers agreed to arrange for additional checks on illegal street parking at Flaxman Court subject to residents providing more details.

ACTION:  Jayne Seaman (Principal Caretaking Manager)

In response to comments about access at night, the Principal Caretaking Manager agreed to do a site visit to explore whether entry measures such as fob access would be feasible.

ACTION:  Jayne Seaman (Principal Caretaking Manager)

The Principal Caretaking Manager agreed to chase contractors on broken gates at the Brunswick Estate.

ACTION:  Jayne Seaman (Principal Caretaking Manager)

A Brunswick TRA representative commented on having received an additional charge for a car over five years of age, although it was a low emission car. Officers requested details so the charge could be investigated.

ACTION:  Jayne Seaman (Principal Caretaking Manager)

Concern was expressed about the operation and transparency of the waiting list for parking spots. The Principal Caretaking Manager assured the committee that the waiting list was actively used. Blue badges were prioritised so could be moved ahead of others who had waited longer. Powis Estate residents commented that there had been ongoing issues with the waiting list since 2018, with varied excuses over the years. On street parking was also disappearing although elderly residents often relied on their cars. It was hard for them to get onto the waiting list. The Principal Caretaking Manager acknowledged that the website had been difficult to navigate since the Council had updated it. It was being looked at. The team was willing to assist residents with their applications and could email with a request.

The Principal Caretaking Manager would email the Falcon TRA representative to arrange a site visit on parking issues.

ACTION:  Jayne Seaman (Principal Caretaking Manager)

The Dudley Court TRA representatives highlighted that the roller blind to the car park had been broken since March 2023. Contractors had been called multiple times. There had been robberies and anti-social behaviour as a result. The Principal Caretaking Manager agreed to do a site visit and investigate the lack of repair with the contractor.

ACTION:  Jayne Seaman (Principal Caretaking Manager)

In response to a query from the Chair, it was confirmed that implementation of new parking layouts at the Bourne Estate was in progress. Signage was being considered to ensure the parking strategy could be enforced appropriately. The TRA was involved with the project.

RESOLVED –

THAT the report be noted.

Report of the Landlord Services Manager (to follow)

In line with the DMC funding guidelines, TRAs are able to provide an update to the meeting regarding the progress of agreed bids, including an update on the associated spend. TRAs are invited to discuss any issues with the Neighbourhood Manager prior to the meeting and circulate any relevant information in advance through the clerk.

TRAs are encouraged to submit bids as soon as possible, so they can be properly assessed and prepared by officers, ready for submission to the DMC. TRAs are reminded that verbal bids cannot be accepted at DMC meetings as, in line with the guidelines, officers need to be able to assess bids before passing them to the DMC.

For more information on DMC bids, please see our webpages: www.camden.gov.uk/district-management-committees. 

Consideration was given to the report of the Landlord Services Manager on the supplementary agenda.

RESOLVED –

(i)             THAT Medway Court TRA be granted £3,483 for the supply and fit of metal barriers around recycling facilities; and

(ii)            THAT Medway Court TRA be granted £500 to purchase new gardening tools.

The DMC is asked to note the progress of the action points arising from the previous meetings.

Consideration was given to the Action Points Update.

RESOLVED –

THAT the update was noted.

·       To receive an update on Winter Garden House

Winter Garden House

Councillor Julian Fulbrook outlined issues of anti-social behaviour at Winter Garden House. It was noted that there was no TRA, which could have provided vital local intelligence. It had also been a struggle to get necessary CCTV in place but this was now operational. Powis House residents commented that they had not been contacted about the issues at Winter Garden House although they were neighbours and trespassers would move to their block bringing anti-social behaviour with them. It was requested that they could speak to the Community Safety Officer who had managed to resolve issues at Winter Garden House.

ACTION: Claudio da Silva Pinheiro, Community Safety Officer

In response to concerns about trespassers at Flaxman Court, residents were advised to report any issues to the neighbourhood housing officer. There were also the contact details for community safety officers on noticeboards. It was suggested this should be presented in different languages. There was also a recommendation that Winter Garden House elect a community safety representative.

Officers agreed to feedback that the Responsive Security Patrol should be more easily accessible when calling the Council’s contact centre and to query what residents should do if they need immediate action.

ACTION: Stephanie Marsh-Aldis (Landlord Services Manager)

Brunswick TRA representatives also highlighted ASB.

Report of the Tenant Participation Coordinator.

This report provides details on the election process for DMC committee officers (chairs and vice chairs) at its June meeting that is the start of the municipal year.  The report includes the prescribed forms DMC members are asked to complete and return should they wish to nominate themselves or another member.

Consideration was given to the report of the Tenant Participation Coordinator.

RESOLVED –

THAT the report be noted.

Residents Conference Briefing Update

Report of the Strategic Lead, Supporting Communities.

This briefing provides an update on the work by officers and residents representatives nominated by DMCs that are together planning delivery of the event the Resident Conference Event scheduled for summer 2024.

Residents Conference Briefing Update

Consideration was given to the report of the Strategic Lead, Supporting Communities.

There was a comment that further detail on the cost would be useful when the funding bid was made but in principle it was supported.

The Chair requested that if anyone wanted to be involved in the conference planning group that they put themselves forward.

RESOLVED –

THAT the briefing and funding request made on behalf of the co-production planning group to meet the cost of the event be noted.