Agenda item
Social Housing Landlords Performance Report
Minutes:
Shalim Uddin, Partnerships Officer, Strategy and Policy, introduced the performance report for quarters 1 and 2 for Registered Providers (RP). This included a summary of the key strengths, challenges and general updates reflected in the report:
Further to questions from the sub committee, Shalim Uddin, Andrea Baker, Chair of THHF and Helen Wilson, Head of Housing for North London, Clarion Housing:
· Clarified that in regard to the Tenant Satisfaction Measures (TSM’s), 10 of the 22 measures are produced by the landlord’s and are scheduled to commence in April 2023. At present six of the RP’s who have not yet submitted data have been requested to complete a survey, specifying what information will be provided to the council for the next 12 months and at what frequency.
· Confirmed that all RP’s are ultimately responsible for the performance of repairs outsourced to external contractors.
· Explained that the current KPI’s compiled were established by THHF’s Benchmarking Sub Group. Details are collected quarterly. As the council does not regulate the RP’s, the validity of the data cannot be accurately assessed.
· Noted that Clarion complaints data submitted related to housing stock within the borough. Targets for response times fell during the cyber-attack, although the majority of emergency repairs were undertaken. The response times for Q3 will be significantly higher and more operations staff are now in place to deal with recent boiler issues.
Following comments from Officers, the sub committee requested:
· Details on the definitive set of RP’s TSM’s to be brought to the sub committee once published.
· Details on the additional costs incurred to residents provided with temporary fan heaters will be submitted for Bow East and West wards.
Ana Otesanya, Interim Chief Executive, Tower Hamlet Homes (THH), then gave a brief overview on performance, an update on day-to-day repairs and details on improving the resident experience of service.
Further to questions from the sub committee, Ana Otesanya, Hillary Kelly and Michael Killeen:
· Explained the call times on repairs stated are an average, although this does not take into account residents who have waited longer. The data is derived from the contact centres wait time reports. More resources have been put in place and further work is required to deal with this issue.
· Clarified that the turnaround time for domestic replacement boilers is three days. A communal plant failure could take much longer, as it would depend on the severity of the situation and would fall into the category of major works. In that instance a temporary plant would be provided to fulfil the resident’s needs. Residents would also be provided with temporary fan heaters in the interim.
· Explained that contractors are monitored with quality checks and post inspections by engineers to ensure good service. Further details on this can be provided to the sub committee.
· Clarified that better engagement with residents regarding the ‘out of hours’ contracted and sub contracted services is required. This issue is currently under review.
· Explained that the major works programme is under review to establish which projects have been deferred and why. The contractual costs have risen and a comprehensive report will be brought back to the sub committee.
Following comments from Officers and invitees, the sub committee;
· Thanked Clarion Housing and THH for acknowledging the performance concerns raised with repair waiting times and Member Enquiries.
· Requested urgent improvement to ensure major works are delivered in a timelier manner, and detailed information on the Capital programme of works be submitted.
· Noted that a view on the merits on stronger accountability for residents and elected members should be taken at a subsequent meeting.
RESOLVED that
1. RP’s TSM measures be brought to the sub committee once published.
2. Details on the additional costs incurred to residents who were provided with temporary fan heaters to be submittedfor Bow East and West wards.
3. Further discussions with THH and sub committee members on poor response times and contractor issues to take place outside of this meeting.
4. A comprehensive report on the THH major works programme to be brought back to the sub committee.
5. The presentation be noted.
Supporting documents:
- HRSSC SLPR clerared final report, item 4.1 PDF 284 KB
- HRSSC QTR1-2 Kpi sheet all, item 4.1 PDF 326 KB
- HRSSC RP QTR1-2 Comments, item 4.1 PDF 320 KB
- Housing Scrutiny Sub-12-1-23-final3-THH, item 4.1 PDF 200 KB