Agenda item
Tower Hamlets Homes
To receive a verbal presentation from Tower Hamlets Homes with a focus on performance.
Minutes:
The Committee received and noted a presentation from Jamie Carswell (Director of Investment, Tower Hamlets Homes) and Peter Nourse Interim Head of Property at Tower Hamlets Homes, relating to the standard of housing management on the estates managed by THH in Tower Hamlets. A summary of the discussion on this item is set out below.
The Committee heard that:
- Leaseholders had expressed concerns at the quality of work undertaken; why the work was required and the costs of that work. Leaseholders had also indicated that their views had not been properly considered by THH throughout the whole process.
- Leaseholders felt that Leasehold Valuation Tribunals (LVT) should have not been used to settle any financial disputes and to sort out disagreements about the quality of services provided.
- THH had also apparently been unresponsive to enquiries from leaseholders regarding maintenance, repairs, insurance and service charges.
- Leaseholders felt that there had been inadequate use of Section 20 of the Landlord & Tenant Act 1985 consultation procedure with regard to charges for running or maintaining their properties.
- THH had endeavoured to accommodate leaseholders and had convened in excess of a 100 meetings to discuss repairs or service charges.
- THH were committed to sharing all detailed surveys of properties with leaseholders and to address those concerns in a prompt and effective manner e.g. contractor and sub-contractor performance.
- Some properties had suffered water damage as a consequence of the Decent Homes Programme and the Committee asked to be provided with details of the circumstances relating to those properties.
- Leaseholders felt that THH need to have a high level of respect for them and that they had become disengaged from the process. The Committee therefore wanted consideration to be given to improving leaseholder engagement as in Islington where leaseholders now had a greater degree of control over Major Works. Accordingly, THH agreed to comprehensively review how they engage with leaseholders; look at consistency in leaseholder charges and look at best practice elsewhere.
- The GLA administer the Decent Homes programme in London and work with landlords to maximise the impact of the available funding, helping them to complete the programme as quickly and cost effectively as possible. LBTH and THH had been in regular dialogue with the contractors on their performance associated with the Decent Homes programme.
- Leaseholders had concerns at the way the billing for maintenance, repairs, insurance or service charges was managed. Accordingly, the Committee wanted the billing to be dealt with in a way that was responsive and demonstrated good customer service. In addition, the Committee was advised that consideration was being given to extending the repayment period for leaseholders (including the implications of extending the repayment period on any works to be funded out of the Housing Revenue Account).
- THH had been working with contractors on addressing the quality of the work undertaken to deliver the Decent Homes programme. In addition, THH aimed to survey all residents two weeks after completion of any work. As a result of discussions on the quality of work to deliver the programme, the Committee indicated that it wanted to see all residents in Hillyard House being offered a post completion survey.
- Leaseholders’ complaints had not been properly addressed and that THH needed to take ownership of their complaints process. Accordingly, the Committee wanted THH to provide clarity on what is the trigger for the commencement of any complaints process.
- The THH Board currently has five vacancies for residents/independent members. Accordingly the Committee asked for an explanation as to why there have been vacancies on the Board for such a long period of time and the Chair requested a response from the Corporate Director of Development and Renewal. Officers also agreed to look at the governance arrangements for THH (including the relationship between THH and residents).
- In order to deliver the Decent Homes programme THH was working with contractors to improve and maintain their performance at the required level e.g. looking at the planning and delivery of the programme against those targets set out by the GLA.
Accordingly, the Chair Moved and it was:-
RESOLVED that:
- THH’s endeavours to engage and accommodate leaseholders through a series of meetings be detailed in writing to the Committee;
- The Committee are provided with details of the circumstances relating to those properties that had suffered water damage as a consequence of the Decent Homes Programme;
- THH should show a high level of respect for leaseholders and consider the work being undertaken to improve leaseholder engagement on Major Works in other boroughs;
- It wanted to see all residents of Hillyard House being offered a post completion survey;
- Leaseholder’s complaints had not been properly addressed and THH needed to take ownership of the complaints process. Therefore, THH would provide the Committee with clarity on what is the trigger for the commencement of any complaints process;
- The billing process should be dealt with in a way that was responsive and demonstrated good customer service; and
- It receives an explanation as to why there have been vacancies on the TTH Board for such an extended period of time. The Chair indicated that he wanted a response from Corporate Director of Development and Renewal. Officers also agreed to look at the governance arrangements for THH (including the relationship between THH and residents).
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