TCC 25 February 2019 Agenda 1. Minutes and Matters arising 2. - - PowerPoint PPT Presentation

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
• ver 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

• ur residents to deliver on our commitments.

Councillor Kim Taylor-Smith Deputy Leader, Grenfell and Housing

Residents Charter

1.

• Treat you fairly, as an individual

and always be honest about what we can and cannot do

• Treat

the Council’s

• fficers

and contractors fairly, and with the same level of respect you expect to receive 2.

• Create

genuine

• pportunities

for you to work with us and tell us what you think about our services. Use your feedback to shape and improve the services you receive, making better use of technology where possible

• Help us by telling us when things go well

and when they don’t, so we can use your feedback to measure and improve services 3.

• Take

all reports

• f

anti-social behaviour seriously, investigate and take appropriate enforcement action whenever possible

• Respect your neighbourhood and act

considerately towards your neighbours, and ensure your family and visitors to your home do the same

Residents Charter

4.

• Maintain your home so it is safe, secure

and weather-tight in accordance with the conditions

• f

your tenancy agreement or lease, ensuring that both Council operatives and sub-contractors deliver professional services

• Respect your home and help us to keep it in

good condition by reporting all repairs promptly, and carrying out any minor repairs you are responsible for 5.

• Let you know in advance when we may

need to access your home, or when work in communal areas might affect you

• Give reasonable access to your home so we can

maintain it and keep you safe 6.

• Provide high quality, professional services

that are easy to use, offer good value for money and provide information that makes sense and is transparent

• Pay your rent, service charges and other money
• wed to us on time and in full so that we can

invest this back into your home, neighbourhood and services 7.

• Be clear with what our, and your,

responsibilities are so there is no confusion and abide by the conditions of your tenancy/lease agreement

• Understand and keep to the conditions set out in

your tenancy or 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

x Report TCC Leadership/Key Decision 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

x Report TCC Leadership/Key Decision TCC Terms of Reference April May 2019 Workforce development / training April Complaints April Annual Report April

Workshop feedback

• a flavour
• Focus on policy – but recognise that sometimes resident

experience can be about changing policy

• More efficient meetings
• Short papers rather than only presentations
• Specify the purpose of agenda items – recommendation
• r consultation or information
• Minutes – unbiassed / getting the balance right on detail –

summary of actions and not verbatim

• Clarity about ‘route’ to TCC

Workshop feedback

• a flavour
• Clarity about links between all consultation structures

(Jules diagram!)

• More councillors to attend TCC
• Local RAs / Compacts – accountability to their members
• Accessible information – for all residents
• Training for TCC and other reps
• Stricter chairing!!
• Workshop 2 (Saturday)
• Summary report

CIH Conference

• Regional Brighton- due imminently 6/7th March 2019
• Costs £600 per delegate including accommodation- two

day event

• CiH National Conference Manchester 25-27th June 2019
• Costs minimum £1500 per delegate three day event.
• Short notice volunteer/s for Brighton and feedback

learning? Two RA / Compact reps?

Future Meetings

Monday 25 March 2019 Monday 29 April 2019 Wednesday 29 May 2019 Tuesday 25 June 2019