Agenda item

Report of the Director of Housing Management & Director of Property Services.

 

At this DMC round, members have asked for the report to focus on the monitoring and performance of contractors who contribute towards the provision of the Council’s Housing Services; an update on Landlord Services home visits programme and how vulnerable tenants are identified; a Housing transformation update and an update on the impending changes to the social housing regulatory framework.

 

Consideration was given to the report of the Director of Housing Management and Director of Property Services.

 

Housing Contractor Performance

 

The Langdon House TRA representative commented on repairs that had been scheduled for two separate neighbours. Having called the contact centre to suggest amalgamating the repairs, advice had been received that staff would then not get paid and would not have the necessary materials. Susanne Afra, Head of Capital Works, explained that staff were salaried and offered to follow up with the TRA representative.

 

ACTION: Susanne Afra, Head of Capital Works

 

The Head of Capital Works also agreed to follow up with the Langdon House TRA representative with regard to questions about heating systems.

 

ACTION: Susanne Afra, Head of Capital Works

 

In response to questions from the Chair, the Head of Capital Works explained that the Head of Repairs & Operations was developing a planned maintenance programme. The programme could be shared with the DMC and it was confirmed that estates would be advised of any planned maintenance.

 

ACTION: Susanne Afra, Head of Capital Works

 

Concern was expressed regarding the proforma reporting channels that caretakers are required to use to communicate repairs. It was noted that for less common repairs there was not a simplified route for reporting. The Head of Capital Works agreed to discuss this with the relevant team and respond back to the Flaxman Court TRA representative.

 

ACTION: Susanne Afra, Head of Capital Works

 

The Powis Estate TRA representative highlighted ongoing challenges with resolving the minor repair of a communal tap. There had been multiple visits from the repairs team and a lack of communication. The Head of Capital Works agreed to follow up the issue and report back to the Powis Estate TRA representative.

 

ACTION: Susanne Afra, Head of Capital Works

 

General concern was expressed regarding communications from the repairs service which results in problems such as contractors unable to access rooms because the caretaker is not aware and present.

 

Landlord Services Update

 

In response to a request, Dermott Mullan, Landlord Services Manager, agreed to investigate when the advice bus might be able to visit the Bourne Estate.

 

ACTION: Dermott Mullan, Landlord Services Manager

 

Representatives discussed the apparent disproportionate provision of services such as the advice bus scheduled to visit the north of the borough. It was noted that the south of the borough was more expensive, while estates such as the Bourne were among the most deprived in the country.

 

In response to questions, it was explained that the aim was for Neighbourhood Housing Officers to visit all tenants with whom there had been no recent contact but vulnerable tenants were prioritised. Most tenants had welcomed the contact but some visits had led to concerns being identified such as hoarding which required further engagement. Contact details and next of kin would be updated as part of the visit.

 

It was suggested that vulnerable tenants could be provided with information about the TRAs during the visits. The Landlord Services Manager noted that many services had requested that information be provided during the visits and it was important not to overload people with information. The proposal could be considered further.

 

ACTION: Dermott Mullan, Landlord Services Manager

 

A representative highlighted the lack of response from the Council to letters and queried whether they would be logged. It was suggested that the Council might not be able to rely on its records on recent contact with the Council. Officers noted that Housing had lots of systems on which contacts from tenants were recorded.

 

It was confirmed that the Cost of Living Crisis Fund was for urgent need and not to pay for rent arrears. There were alternative ways to support tenants with rent arrears. In response to questions, it was confirmed that tenants were advised of the WaterHelp scheme from Thames Water where financial hardship and problems paying for water bills were raised.

 

The Head of Capital Works informed the DMC that home energy advice had previously been outsourced. It was now provided in-house and approval to recruit a second adviser had been received.

 

The Chair suggested that terminology regarding vulnerable tenants should be aligned across services.

 

Concern was expressed that the Council required photo identification to be shown at the Post Office to receive benefits. It was suggested that this would affect the most vulnerable residents and was not required in other boroughs. The need for photo identification would also be a problem at the elections in May 2024.

 

Housing Transformation Update

 

The new service heads would not be in place until May 2023 but it was confirmed that the new position holders would be advised to DMC representatives. It was clarified that ‘Income’ in Income and Leaseholder Services referred to tenant rents. The Housing Solutions service would cover areas such as homelessness and hostels.

 

Housing Regulation

 

The Chair clarified that the new regulator was for social housing tenants but that a leaseholder satisfaction survey would be issued separately. Graeme Beedham, Head of Tenant and Leaseholder Engagement, explained that the Regulator of Social Housing expected to receive data by the first quarter in 2024. A telephone survey of a sample of tenants would take place in September and October 2023. A company had been commissioned to carry out both the tenant and leaseholder satisfaction surveys. The company was also conducting the survey for other London boroughs using the same methodology. This would enable comparisons to be made in the analysis. The survey results would be published online. A number of additional questions would be considered for the satisfaction surveys in consultation with the DMCs.

 

Concern was expressed about the use of landlord’s data to measure repairs completed within target timescale. It was suggested that the Council’s records may not match tenants’ views on whether repairs had been satisfactorily repaired within the timescale. The Head of Tenant and Leaseholder Engagement responded that Regulator of Social Housing would be inspecting all large social landlords at least every four years against the consumer standards. It was also suggested that if a mismatch appeared between the measure of satisfaction with repairs and the measure of repairs completed within target timescale this would be identified by the regulator.

 

Ground Maintenance and Tree Management

 

Andrew Hinchley, Interim Head of Green Space, informed the meeting that the grounds maintenance contract with idverde was due to end in March 2025 and the Council was in the early stages of recommissioning. An online survey would be open until the end of April 2023 and details would be circulated to DMC Members.

 

ACTION: Andrew Hinchley, Interim Head of Green Space

 

There would be further engagement on the recommissioning later in the year and also visits to play areas to directly connect with users.

 

The Interim Head of Green Space agreed with Councillor Julian Fulbrook that climate change was having an impact on Camden’s green spaces. The service was adapting by planting more resilient species and diversifying the tree stock.

 

Representatives requested that the new contractor would engage with TRAs. The Interim Head of Green Space agreed to respond to the Flaxman Court TRA representative on the lack of engagement from idverde.

 

ACTION: Andrew Hinchley, Interim Head of Green Space

 

It was confirmed that, alongside some multiple choice questions, the online survey included some free text opportunities.

 

In response to queries about the use of planters to replace parking spaces, it was suggested that the Healthy Streets website would have information. There was a discussion about responsibility for maintaining planters. The Interim Head of Green Space noted that support was needed from the community.

 

The Bourne Estate TRA representative informed the meeting that Think and Do had planted a number of trees on the Bourne Estate and employed teenagers to maintain the trees, teaching them responsibility and connecting them to nature. Officers agreed that it was a successful model and was being expanded with further trees planned through this initiative.

 

It was noted that the residents with time to support the maintenance of green spaces often did not have the physical ability. This could lead to plants and trees failing, wasting council resources. The Interim Head of Green Space highlighted the need for clarity over whether a project was to be maintained by the community or the council. Councillor Awale Olad noted that the Quiet Garden on the Bourne Estate was to be managed by the Council. The Interim Head of Green Space agreed to respond to the Bourne Estate TRA representative with regard to council maintenance of the Quiet Garden.

 

ACTION: Andrew Hinchley, Interim Head of Green Space

 

In response to a query about agreed funding for a project eight months previously, the Riverside (Birkenhead) TRA representative was assured that the purchase orders had now been authorised. The Interim Head of Green Space agreed to follow up on the communication issues.

 

ACTION: Andrew Hinchley, Interim Head of Green Space

 

In response to questions from the Chair regarding council maintenance of improvement projects agreed by DMCs, the Interim Head of Green Space explained that there was limited capacity to deliver and maintain lots of improvement projects beyond the baseline. Further insights on the engagement process were welcomed via the online survey or by emailing the Green Space Development Manager directly.

 

The Interim Head of Green Space agreed to investigate why idverde had chopped down a mature tree on Red Lion Square.

 

ACTION: Andrew Hinchley, Interim Head of Green Space

 

Capital Works Update

 

The Bourne Estate TRA representative commented that the TRA had been informed the Phase 3 project would start shortly. The Head of Capital Works explained that a delay had been caused by the need to bring consultants on board. The procurement paperwork was being finalised and the project would go out to tender during March. It was hoped that the some of the work would start in the summer. The Project Manager would be asked to update the TRA.

 

ACTION: Susanne Afra, Head of Capital Works

 

CCTV & Responsive Security Patrol

 

The Chair highlighted the online updates on the CCTV upgrades specific to estates and blocks. The Chair requested that TRAs be told if their estate had been identified as a priority.

 

ACTION: Graeme Dyson, Head of Security

 

There was a discussion about a notice left in blocks saying that there was CCTV in operation although the CCTV was not working.

 

In response to a request for information on how a TRA could support a vulnerable person whose front door had been broken down by Police, officers commented that the Police and Council may not be able to share certain information. Officers could pass on an offer of help to the vulnerable person and the TRA could approach them independently from the Council.

 

In response to concerns that the Responsive Security Patrol call back residents to update them during the night on call outs, waking them up, officers assured representatives that they could request for no call back. Councillor Fulbrook requested that officers do feedback to the Responsive Security Patrol that a text would be a preferable way to update and that instead of driving around the Brunswick Estate, they should patrol through on foot.

 

ACTION: Dermott Mullan, Landlord Services Manager

 

Camden Housing & Property Residents Panel

 

Concerns were raised regarding the Panel and a response requested to several questions:

 

·       Who were the Panel members?

·       How were they representative of residents?

·       What was the appointment process followed?

·       What was the Panel doing and what was the intended outcome?

·       Could the minutes of meetings be shared with the DMCs?

·       What was the cost of the Panel?

 

The Head of Tenant and Leaseholder Engagement agreed that a paper could be brought to the DMC responding to the questions.

 

ACTION:      Scot Reid, Head of Property Customer

Services and Engagement

 

Heating Pool Update

 

Representatives highlighted that residents were calling them about the letters regarding the heating pool charge increases. There was confusion over whether the maths was correct and fear over how increases would be paid for. It was also unclear why charges were increasing when gas prices were going down. The Cabinet Member for Better Homes commented that an email had been sent to Gamages TRA regarding these concerns and this could be shared with the DMC.

 

ACTION: Hugh Boatswain, Senior Tenant Participation Officer

 

The Cabinet Member agreed with a suggestion from Councillor Fulbrook that heat metering be investigated. Officers were asked to look into the options.

 

ACTION: Susanne Afra, Head of Capital Works

 

The Cabinet Member confirmed that the heating pool increase was 125%.

 

The Chair noted that everyone understood the difficult situation faced by the Council.

 

RESOLVED –

 

THAT the DMC noted the report and gave feedback as summarised above.