Venue: Committee Room 1, Town Hall, Upper Street, N1 2UD. View directions
Contact: Ola Adeoye 020 7527 3044
Apologies for Absence
Apologies were received from Councillor Gallagher.
Declaration of Substitute Members
There were no declarations of substitute members.
Declarations of Interests
If you have a Disclosable Pecuniary Interest* in an item of business:
§ if it is not yet on the council’s register, you must declare both the existence and details of it at the start of the meeting or when it becomes apparent;
§ you may choose to declare a Disclosable Pecuniary Interest that is already in the register in the interests of openness and transparency.
In both the above cases, you must leave the room without participating in discussion of the item.
If you have a personal interest in an item of business and you intend to speak or vote on the item you must declare both the existence and details of it at the start of the meeting or when it becomes apparent but you may participate in the discussion and vote on the item.
*(a) Employment, etc - Any employment, office, trade, profession or vocation carried on for profit or gain.
(b) Sponsorship - Any payment or other financial benefit in respect of your expenses in carrying out duties as a member, or of your election; including from a trade union.
(c) Contracts - Any current contract for goods, services or works, between you or your partner (or a body in which one of you has a beneficial interest) and the council.
(d) Land - Any beneficial interest in land which is within the council’s area.
(e) Licences- Any licence to occupy land in the council’s area for a month or longer.
(f) Corporate tenancies - Any tenancy between the council and a body in which you or your partner have a beneficial interest.
(g) Securities - Any beneficial interest in securities of a body which has a place of business or land in the council’s area, if the total nominal value of the securities exceeds £25,000 or one hundredth of the total issued share capital of that body or of any one class of its issued share capital.
This applies to all members present at the meeting.
There were no declarations of interest.
That the minutes of the meeting held on 11 September 2018 be confirmed as an accurate record of proceedings and the Chair be authorised to sign them.
The Chair also highlighted two forthcoming
events , the home and build exhibitions which was being held in
October in London as a very good resource for anyone interested in
housing related issues .
Order of Business
The order of business would be as per the agenda.
For members of the public to ask questions relating to any subject on the meeting agenda under Procedure Rule 70.5. Alternatively, the Chair may opt to accept questions from the public during the discussion on each agenda item.
The Chair set out the procedure for public questions and the filming of meetings.
Members received a presentation from both
Anthony Jonas, Repairs Group Leader and Azim Urfan, Housing Direct
Business Analyst on the operations, functionality and
challenges of the Housing Services Repairs IT. A copy of the
presentation is interleaved with the agenda.
Members were informed that following Council’s decision to
bring housing services back in-house, there was a recognition that
the IT repairs system would need to be upgraded to manage in house
resources and improve efficiency and customer service.
The IT system was procured in 2015, and went live in 2017. Phase 2
of the project aims to fine tune and incorporate a number of
functionalities which will be completed in the winter of
The IT system is made of two elements to it, the One Serve and
Synthesis with the latter focuses on job management while Synthesis
manages customer relations.
The online repairs system will take calls and diagnose repairs,
is an online
portal for customers to request and manage repair jobs via their
smart phones or desktops ; schedule works to operatives and order
parts via a PDA. In addition the online system will allow invoices
to be submitted and payments be made to operatives.
At present there are about 190 users of the mobile version of One
Serve and 350 users of the desktop version, the public take up is
still low, this could be as a result of the free 0800 telephone
At present One serve covers over 40 areas of work such as day to
day repairs, planned maintenance, gas repairs and servicing, estate
inspections, communal heating repairs , testing and compliance
The Online repairs allows residents to raise repairs online, easy
to use and accessible to residents 24hrours. Also an audit trail of
works and issues can be easily tracked and vulnerable tenants would
have more options for repair works.
The dashboard, an interactive management tool will visually track,
analyse and measure performance and as it connects to multiple data
sets and displays the data as statistical charts, it will be useful
for management. Most importantly dashboard provides real time
monitoring and reduces time spent analysing data.
· Members were advised that future plans include making further improvement to the PDA version with workflows, extending online repairs portal for customers, extending the online repairs service to leaseholders and customers in the private sector and introducing an improved SMS and web chat for customers.
In response to a question on how IT could specifically address the
15% dissatisfied residents with regards
to first time fixes, Officer advised that the introduction of the dashboard would enable all these areas of
concerns to be analysed.
· In response to a question on work load and uncompleted works, members were informed that the system is flexible and allows a repair operative unable to complete the works to record a reason why a second visit would be required and rebook an appointment so as to ... view the full minutes text for item 37.