Shalim Uddin, Affordable Housing Coordinator, introduced the report which summarised quarterly performance data for 14  registered providers (RPs) within the borough and an update on the work of the benchmarking group, which was in the process of revising a new set of KPI data. Shalim provided a summary of the key achievements and challenges reflected in the report.

Further to questions from sub committee members, officers:

·         Reported that some registered providers have reported difficulties drilling down their performance data to just properties within Tower Hamlets, but officers would request that local performance data is provided wherever possible.

·         Advised that future reports would follow a consistent format that would allow members to identify quarter-on-quarter comparisons and trends for each of the providers.

·         Provided further detail on the Tower Hamlets Housing Forum Benchmarking sub group’s initiative to revise and  issue a new set of qualitative and quantitive KPI data, including a KPI handbook.

·         Would explore if commentary could be added to explain where performance is below expectation (i.e. those highlighted areas in Appendix 1 where performance is below 85%).

Helen Wilson and Catherine Kyne from Clarion Housing presented a supplementary part of the report, that provided the sub-committee with an overview of Clarion’s performance and its plans for the future. Helen and Catherine addressed recent achievements and challenges. They explained that Clarion recognised and accepted the performance issues previously highlighted by the Council and would be producing an action plan to explain how they would be improving in those areas. They agreed to provide the sub committee with a draft of the Annual report that will be produced in September.

Members welcomed the hard work and commitment shown by Helen and Catherine, but indicated frustration at the track record of Clarion Housing and its failure to deliver on similar promises of service improvement that had been made in the past. Members highlighted in particular the feedback from residents who had reported difficulties securing needed repairs and problems with customer service and communication.

The sub committee asked Helen and Catherine if relevant local ward councillors could be engaged in the preparation of the action plan.

The chair noted the frustration expressed by members at the performance of some registered providers and the limited power the council has to hold them to account. He indicated he hoped that the good faith and continued strong partnership arrangements enjoyed between the council and providers in LBTH could result in tangible improvements to the experiences of tenants and leaseholders.

RESOLVED that the sub committee:

·         Noted progress in the performance outturns achieved by individual social landlords and the overall performance trend.

·         Asked officers to:

o   explore if a KPI could be introduced to measure effective communication between RPs and residents; and

o   ensure full consideration was given to the potential equalities impacts of future reports and to ensure that both direct and indirect equalities considerations were highlighted in the relevant report section.

Standing item.

The Committee received a report on Q3 2018/19 performance indicators. The report was introduced by Shallim Uddin (Affordable Housing Co-ordinator). Catherine Kyne and Lisa Buckingham from Clarion were present to respond to Member questions.

Only half of your member enquiries are responded to within 10 days. Can you let us know why this is and where things have gone wrong?

Representatives from Clarion acknowledged that responses were not being made in time but said that they were working on improving the quality of responses as a priority and then would look to improve the speed of response. Reasons for delay included:

·         a two-step review process by management on responses which sometimes resulted in redrafts.

·         The underlying service – the organisation was transitioning from one repair service to a new contractor so they were also dealing with routine day to day complaints as well as new contractor teething issues. This inflated demands on officer time. It was predicted that once the contractor performance issues improved, enquiry response times would improve.

Fly tipping is a big issue how do you deal with this problem? Clarion officers said they have a bulk pick up service and an officer dedicated to resolving refuse issues. If there was a boundary issues they would communicate with the council to get the rubbish cleared.

They were planning to introduce a gold silver bronze performance standard on blocks. Bronze blocks would generate an investigation and action plan.

It was noted that Circle Housing had been poorly performing and had since been tuped over to Clarion where its performance improved to a satisfactory level. Members said it was important residents got better than satisfactory going forward.

Members appreciated Clarion’s candour in acknowledging that there was room for improvement. They said they hoped Clarion would use the complaints as a learning opportunity and requested a written update in six months’ time.

ACTIONS:

• Sandra Fawcett to speak to the THHF benchmarking sub-group Chair about driving up performance where levels were at 50% or less.
• The Committee asked officers to present performance data in a consistent format. Sandra Fawcett to advise officers on preferred format outside of the meeting. It was suggested that full year figures should be presented alongside the Quarter 4 report to show better year to year comparisons. 

RESOLVED:

1. To note the report.