Agenda item
Social Housing Provider
To receive a verbal presentation from Mick Sweeney, Group Chief Executive - One Housing Group, with a focus on performance.
Minutes:
The Committee received and noted a presentation from Mick Sweeney, Group Chief Executive One Housing Group (OHG), relating to the standard of housing management on the estates managed by OHG in Tower Hamlets. A summary of the discussion on this item is set out below.
The Committee:
- Commented that many of the residents in the wards that they represent have expressed dissatisfaction at the service they have received from OHG. In response it was noted that OHG whilst confident in the quality of their customer care and the engagement through the Area Boards of OHG recognised that more could be done to ensure customer satisfaction.
- Noted that some of the elected members on the committee had been alerted to concerns by residents in their wards. Accordingly, OHG had arranged a meeting for both the elected members and residents so as to provide them with an opportunity to scrutinise the standard of housing management on the various estates managed by OHG in Tower Hamlets. A report providing an outline of the outcomes and way forward would be circulated to the Committee in due course.
- Noted the OHG had many high maintenance grade two listed properties in Tower Hamlets and there was an urgent need to start a dialogue to consider the long term viability of such housing stock and options for the future housing of residents.
- Commented that the concerns of residents regarding the standard of housing management and OHG housing stock was not primarily due to the age of those properties but to poor standards of service. Therefore, the Committee wanted to know what OHG intended to do to address these concerns.
- Noted that OHG alongside the redevelopment of their older housing stock will aim to develop an ongoing and meaningful dialogue with elected members and residents.
- Noted details of a yard where OHG had been keeping unwanted fridges/freezers that had been dumped on their estates. Members were concerned that apparently OHG felt it was appropriate to store such unwanted domestic appliances in a yard overlooked by residents’ homes.
- Was informed that in Tower Hamlets OHG experiences very high levels of fly tipping and they wanted to engage with partner agencies so as to address this problem at source. However, whilst acknowledging that OHG wished to address this problem the Committee was of the view that if OHG cared about their tenants and residents, they would have taken a more proactive stance to resolve this illegal dumping on their estates.
- Noted that in March 2013 the Borough’s Fire Commander had apparently indicated that the storage of such unwanted household electrical items such as fridges and freezers in this yard was a potential fire hazard.
- Agreed that OHG should have sent such items to specialist reprocessors where the various elements can then be stripped down and recycled. In response OHG stated that they currently had to remove 152 metric tonnes of such illegal deposits. The Committee in noting the scale of the problems indicated that they would expect OHG to actively engage with their colleagues in the Council to seek an effective resolution to the problem e.g. by their active involvement in the Tower Hamlets Housing Forum’s Public Realm Sub-Group.
- Indicated that it would also want to see bench marking for OHG against other comparable housing providers. OHG placed on record their apologies for the time that it had taken to resolve this matter and confirmed that they would seek membership of the Public Realm Sub-Group and commence a meaningful dialogue with LBTH Officers on addressing the illegal deposit of waste.
- Noted that OHG would be undertaking future consultations regarding changes to transfer polices and the introduction of affordable rents and future options for the housing blocks with the worst maintenance problems.
- The Committee whilst welcoming OHG’s intention to develop a dialogue with elected members and residents wanted assurances that those residents involved in the ongoing dialogue should be genuine “community personalities”. In response the Committee noted that OHG had engaged in a positive dialogue with local residents so as to develop a healthy democratic process. Notwithstanding these assurances the Committee felt that those concerns identified to members by local residents and the culture of OHG customer services did not seem to indicate that OHG was engaged in a truly compassionate dialogue with its leaseholders and residents. In response OHG indicated that they were very happy to engage with residents and elected members in a truly meaningful dialogue. To this end the Committee received and noted the offer made by OHG to sit down and discuss with elected members issues raised by their constituents. As to the culture of OHG customer services it was noted that OHG had invested much time and effort in improving their customer services e.g. addressing situations/challenges in meeting the needs of local residents and elected members. .
- Noted that OHG had taken steps to support those residents who had been affected by the recent welfare reforms. OHG had also taken steps to develop the number and quality of rented accommodation through the proactive reinvestment of those receipts obtained from private sales e.g. 1,500 new affordable new homes from the sale of 1,700 properties. In noting these developments Committee members indicated that they wish to know how many of those 1,500 properties had been made available to LBTH residents and what rents the occupants of these new properties were being charged, as well as how many of the sold properties were within the borough.
- Noted that there were issues with certain OHG managed properties where the residents had reported 'damp' mould on the walls where damp is not penetrating from outside. It was felt that “cold bridging” was the likely cause i.e. an area in the property where a gap occurs in the insulation (for example: the roof/wall junction and the wall/floor junction). The Committee was informed that apparently the issue seemed to arise after the properties had undergone repairs/maintenance. OHG recognised that this was unacceptable and properties that should not be left in an unacceptable state of repair.
- Also indicated that there was an ongoing issue regarding OHG corporate communications which had in certain situations sent contradictory messages to residents e.g. the use of Section 106 monies to undertake comprehensive estate regeneration seemed to indicate that in certain instances residents might lose their homes. In response OHG assured the Committee that where such developments are under consideration they ensure that there is an effective dialogue between themselves, residents and any developer.
- Asked for the composition of Area Boards and noted they comprised lease holders/tenants and one elected member. However, it was noted that from the comments received by the elected members on the Committee that OHG leaseholders had expressed concerns regarding repairs/maintenance/anti-social behaviour and the overall cleanliness of their properties/estates.
In conclusion the Chair thanked Mr Sweeney and his team for attending tonight’s meeting and it was:-
RESOLVED
- To request a report providing an outline of the outcomes and way forward with regard to the ongoing dialogue between elected members; residents; leaseholders and OHG;
- To request written confirmation that OHG had taken steps to join the Tower Hamlets Housing Forum Public Realm Sub-Group and had commenced a meaningful dialogue with LBTH Officers in addressing the illegal deposits of waste; and
- To request details of future consultations regarding changes to transfer polices, future options for high maintenance blocks and the introduction of affordable rents.
- To request details on how many of the new 1,500 properties had been made available to LBTH residents and what rents the occupants of these properties were being charged, as well as how many of the sold properties were within the borough