TCC 25 February 2019
Agenda 1. Minutes and Matters arising 2. Repairs Policy 3. Compensation Policy 4. Residents Charter 5. Disability Forum – future dates 6. Forward Plan 7. AOB - workshop feedback - CIH conference
The Repairs Policy
New Service 1/3 • Repairs Direct coming back in- house 1 April • Opportunity to develop a high performing in-house operation • Marathon not a sprint • Measured and achievable improvements
New Service 2/3 • RBKC – Navy blue uniforms • New fleet of vans, carrying more stock – first time fix • Give fewer jobs to contractors – more in-house • Apprentices and workforce development
New Service 3/3 • Customer service mindset, not contactor mindset • Whole process review
Repairs Policy • T&F group developed this policy over a period of months • 2 Parts – Policy and an accompanying handbook • Improved service offer than existing • Document is 12 pages or so
Introduction • Duty as a landlord to repair and maintain its properties • Safe, sound and comfortable homes • High Quality and responsive repairs service
Repair responsibilities • Planned and cyclical maintenance programme will be in place • Responsive repairs definition. Fixing something that is broken • Adaptations – Council seeks to facilitate independent living • Council & tenant responsibilities
Reporting a repair • Customer Service Centre – 8am – 6pm (improvement 9am – 5pm) • We will send text message confirmation & reminder • Online / in person also possible • We may dispatch a surveyor for complex repairs
Response times • Staff trained to categorise according to risk and impact • Critical emergencies – eg. Flooding – act immediately &OOH • Emergency repairs 24hrs • Urgent – 5 days / routine 20 days • Planned – 90 days
Appointments • AM / PM slot • Slot avoiding the school run 10 – 2 • New Saturday appointments 9-1 (service improvement)
Chargeable Repairs • Vandalism • Rectifying damage caused by a tenant’s contractors or DIY gone wrong • If the repair is not the Council’s responsibility
Home Improvements • Written permission required • Laminate flooring – seek written permission - if complaints, may need to be removed • TV aerials and satellite dishes – not normally permitted
Code of Conduct • Applies to RBKC staff as well as contractors • Eg. Wear ID Badge • Clear up after themselves • Minimise disturbance
New Handyperson Service • Service for those who can’t manage odd jobs around the house (not repairs) • Shelves, curtain rails, locks, adjust door etc. • DBS checked staff – safe and reputable • Modest charge suggest £20/hr labour • Free for those in receipt of UC, JSA PIP, CT benefit • Looking at starting in September
Commitment to Residents • Adjustments to vulnerable and elderly customers – staff training • Set up a Repairs Forum • Attend local meetings • Look after your data - GDPR
Repairs Handbook • General advice about how to maintain your home – eg. damp/ condensation • Annotated pictorial guide to help you report repairs. Pinpoint diagnosis
Wider Consultation • Recommend we consult with all tenants • The draft has been discussed at Local Housing Meetings and feedback is being captured
Questions
Compensation Policy • Reviewed at Task and Finish groups • Wider consultation end of 2018/early 2019 • Feedback from Ombudsman: Clear and comprehensive Welcome references to explaining, learning and improving
Compensation Policy Compensation appropriate for missed appointments even when the repair is completed Unusual for compensation not be offset against arrears Procedures should refer to loss of hot water supply
Compensation and Redress Policy and Procedure • The majority of residents agreed the following which was incorporated into the Policy and separate Procedure : • In cases of financial compensation awarded for poor service, amount should not be offset against arrears and/or debts (contrary to common industry practice) unless the tenant agrees. • £20 compensation currently awarded for a missed appointment is fair and should remain the same
Compensation and Redress Policy and Procedure • Financial compensation for the loss of a room should be a percentage of rent, rather than a fixed amount. • Compensation for loss of the only toilet/all toilets should be higher than for loss of a 2nd toilet • Betterment works should be included as an alternative to financial compensation • The timescale for making a claim should be restricted to 3 months unless a formal complaint has been made. • Next steps – referred to Scrutiny and Key Decision
Residents Charter There has long been a lack of trust of the TMO and the Council in terms of delivering good, speedy and high-quality services. In order to deliver a decent service, the Council is working with residents to agree this Residents’ Charter, which lays out the key duties and responsibilities of the Council to our tenants and leaseholders. The Charter also includes the duties of tenants and leaseholders to each other and the Council, including maintaining homes and keeping them safe
Residents Charter This Charter recognises a number of resident priorities: • Anti-social behaviour (ASB) is an issue that causes residents great concern and anxiety, and feedback to date has focused on the need for clear rules and for fair and strong enforcement. • The ‘customer service’ being delivered has not been meeting residents’ expectations, although is improving. Delivery of frontline services can be confusing and residents often do not know who is responsible for what. • Greater provision of a digitalised service to allow residents to access services online with minimum intervention.
Residents Charter • Delivery of an effective repairs service, including the processes for reporting, logging and responding to repair requests. • Involving residents to make sure we are focusing on the key areas that are most important to you. • This is the start of how the Council will build better housing, improve estates and work in collaboration with our residents to deliver on our commitments. Councillor Kim Taylor-Smith Deputy Leader, Grenfell and Housing
Residents Charter Council’s Treat you fairly, as an individual Treat the officers and 1. and always be honest about what contractors fairly, and with the same we can and cannot do level of respect you expect to receive Create genuine opportunities for you to work with us and tell us what Help us by telling us when things go well you think about our services. Use and when they don’t, so we can use 2. your feedback to shape and your feedback to measure and improve improve the services you receive, services making better use of technology where possible Take all reports of anti-social Respect your neighbourhood and act behaviour seriously, investigate and considerately towards your neighbours, 3. take appropriate enforcement action and ensure your family and visitors to whenever possible your home do the same
Residents Charter Maintain your home so it is safe, secure and weather-tight in accordance with Respect your home and help us to keep it in the conditions of your tenancy good condition by reporting all repairs 4. agreement or lease, ensuring that both promptly, and carrying out any minor repairs Council operatives and sub-contractors you are responsible for deliver professional services Let you know in advance when we may Give reasonable access to your home so we can 5. need to access your home, or when work maintain it and keep you safe in communal areas might affect you Provide high quality, professional services Pay your rent, service charges and other money that are easy to use, offer good value for owed to us on time and in full so that we can 6. money and provide information that makes invest this back into your home, neighbourhood sense and is transparent and services Be clear with what our, and your, responsibilities are so there is no Understand and keep to the conditions set out in 7. confusion and abide by the conditions of your tenancy or lease agreement your tenancy/lease agreement
EXAMPLE: FAIR TREATMENT AND HONESTY We will do this by: Answering 90% of all calls Resolving as many queries as we can at the first point of contact Acknowledging all written contacts as soon as possible but within at least 5 working days Providing you with updates on all your active enquiries within 10 working days Responding to your complaints within 15 working days
Disability Forum Open to all residents Feedback at RA meetings Looking at bespoke repairs and adaptation process Future meetings: • 30 April 2019 6.30pm • 17 June 2019 6.30pm
Forward Plan Report TCC Leadership/Key Decision x Estate Management March April 2019 ASB Policy March April 2019 Shelter Commission March Community Wifi March April 2019 Procurement 2019/20 update March March 2019
Forward Plan Report TCC Leadership/Key Decision x TCC Terms of Reference April May 2019 Workforce development / training April Complaints April Annual Report April
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