5.1         Social Housing Provider – CIRCLE HOUSINg

The Committee received and noted a presentation from Stephen Jacobs OBE Board Chair and Mark Rogers - Group Chief Executive of Circle Housing, relating to the standard of housing management on those estates managed by Circle in Tower Hamlets. A summary of the discussion on this item is set out below.

The Committee heard that:

• The Circle Housing Group placed on record their apologies to tenants and leaseholders for the unacceptable standards in their repairs and maintenance service and the impact that this has had on tenants and leaseholders.
• In March the Circle Housing Group had ended their contract with Kier and had appointed Mitie as the primary social housing contractor to deliver responsive repairs for the Group.
• The Circle Housing Group remains committed to the provision of affordable social housing for residents and investing in the delivery of not only of responsive repairs but also planned and cyclical social housing maintenance.
• Circle Housing Group through Routes2Work has supported over 622 people into training; employment and apprenticeships.
• The contract to deliver responsive repairs and cyclical housing maintenance had been let with an emphasis on delivery across the Group nationally.  The Committee felt that this had meant that there was not an effective dialogue with local residents; Circle Housing and the appointed contactor. 
• Circle Housing will now on a weekly basis check all responsive repairs undertaken by Mitie.  In addition, other contractors can be called upon to ensure the prompt and effective delivery of the responsive repairs programme.  In addition, the Group’s Board now monitor’s performance on a bi-monthly basis.
• Circle Housing recognises that they need to re-build trust with tenants and leaseholders and that the Board’s Chair intends to develop and maintain an effective dialogue with residents.
• Some tenants and leaseholders had also expressed concern at the low levels of compensation that they had received for the delays regarding repairs.
• The ward councillors felt that Circle Housing had been slow to respond to the poor levels of service delivery to tenants and leaseholders.  The Committee indicated that it wanted to receive details of the Compensation Scheme for tenants and residents e.g. regarding repairs.
• The Chair of the Group’s Board visited the Borough on a bi-monthly basis and was copied into emails received regarding repairs and followed up every such enquiry from tenants and leaseholders.
• There would be an improved communications strategy including regular newsletters to tenants and leaseholders by the Boards Chair to residents. 
• Local tenants and leaseholders are to be encouraged to seek appointment to the Group’s Local Board and the Committee asked that this be promoted through the newsletter.
• Circle Housing indicated that in their current recruitment round for board vacancies they would ensure that this is given prominence in all of their communications with tenants and leaseholders. 
• Circle Housing is committed to ensuring that local tenants and leaseholders play a role in reshaping the repairs service.
• The Group Chief Executive will in future visit the Borough on a bi-monthly basis to meet with tenants and residents.
• The ward councillors felt that Circle Housing should empower tenants and leaseholders through the establishment of a forum.  This forum should play a role in reshaping services; developing job opportunities; and reviewing service charges for leaseholders.
• The ward councillors wanted a meeting to be convened with those tenants and residents of Gladstone Place regarding the matter of shared ownership;
• There should be a review of the block charges for leaseholders as there had apparently been errors on some blocks in relation to major works bills.;
• There had been issues with regard to the late payment for those tenants and residents who are in receipt of housing benefit and the Committee wanted this to be reviewed including looking at best practice from other areas.
• Heard that there was to be a review of the governance arrangements.

As a result of consideration of this report the Chair Moved and it was:-

RESOLVED that:

1. The Committee receive details of the Compensation Scheme for tenants and residents e.g. regarding repairs;
2. The Group Chief Executive should visit the Borough on a regular basis e.g. so as to meet with tenants and residents;
3. Board vacancies are given prominence in all of the Groups communications with tenants and leaseholders;
4. Circle Housing should establish a joint tenants and residents panel;
5. There needs to be improvement in Circle Housing’s engagement with tenants and residents;
6. A meeting should be convened with the tenants and residents of Gladstone Place regarding the matter of shared ownership;
7. Circle Housing should undertake a review of the block charges for leaseholders;
8. Circle Housing should address the concerns around the late payment for those tenants and residents who are in receipt of housing benefit.