Agenda item

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

The DMC is asked to discuss and comment on the sections of the consolidated report that are of particular interest to members during the meeting.

The consolidated Housing Services report was compiled following feedback from DMC members at recent meetings and arising from specific requests from DMC chairs during their April agenda setting with the Cabinet Member. It includes Housing Management & Property Services performance and other requested reports.

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

Danny Waite, Head of Repairs and Operations, outlined the report. In addition to the paper, he noted that the maintenance and repairs sector market conditions were currently challenging, sector wide, and explained why it was not the best time to tender for new contractors. The following was discussed:

-       In response to a question in relation to the aging workforce, officers confirmed that it was correct there were colleagues approaching retirement, however they were recruiting 12 new apprentices, and looking to increase that number. Apprenticeship quotas were also built into contract tenders. These were promoted to local people.

-       In relation to section 4, numbers of communal heating repairs outstanding, it was confirmed that previously those repairs were dealt with in a more responsive way, however going forward a new strategy would be developed to be holistic and targeted. A stock review would be taken, a capital survey and they would cross-analyse repairs data to support future planning.

Caroline Boguzas, Lead Officer/interim Head of Housing, introduced the paper. The following was discussed:

-       Officers confirmed that all changes to the contact centre aimed to make the service more accessible to residents; contact options included WhatsApp, video calls, photos, language accessible, deaf resident access, and there was still a phone line option for residents who needed it.

-       In relation to the section 2.6 on page 30 of the agenda, chart of visit form data, a member asked for a breakdown of what advice neighbourhood officers were providing in the 298 Repairs Advice Given forms. Officers agreed to find more granular information of that data, and stated that since the introduction of visits, the number of enquiries had increased.

ACTION BY: Head of Repairs and Operations

-       In response to resident’s concerns, officers stated that there would be a future project piece and communications to residents about the repairs service to the over 65s. They would be reviewing the criteria and ensure the enhanced service was reaching those in need.

-       Officers confirmed they were focussing on ensuring residents were in the right size accommodation, and support and incentives were on offer to those who wanted to downsize. There was also a Mutual Exchange programme. It was noted by officers that any action by the Council had to be in-line with the Housing Allocation Policy.

-       Officers confirmed that Housing Officers were referring and signposting residents to the Special Welfare Rights Teams and other services to seek financial advice, in the cost-of-living climate.

Caroline Boguzas, Lead Officer/interim Head of Housing, stated that all five new heads of service positions had now been appointed, who would all be starting in May 2023. A more detailed structure chart would be provided when available.

Councillor Sylvia McNamara asked if there was an audit of estate walkabouts. Following discussion, officers agreed to forward the current position on walkabouts and actions plans, and to ensure that the website in relation to those was regularly updated going forward.

ACTION BY: Tenant Participation

Officers confirmed they would circulate additional information to the DMC about rent arrears.

ACTION BY: Lead Officer/interim Head of Housing

Officers confirmed that they would prepare a report on mould and damp in Camden to a future meeting.

ACTION BY: Head of Repairs and Operations