Agenda item
Scrutiny of Partners for Improvement in Islington
Minutes:
The Committee received a presentation from Tom Irvine, Managing Director, on the performance of Partners for Improvement in Islington.
The following main points were noted in the discussion:
·
Meeting was advised that in terms of key performance indicators,
Partners had exceeded most of it’s targets especially in terms of the
number of repairs completed on time; communal repairs completed on
time and importantly the number of residents satisfied with the
repairs.
·
164 major repairs were carried out by Partners from January to
December 2018, however only 50 were left open for 12 weeks or more
as a result of access issues, leaseholder consultation in progress;
building control/conservation/ planning process etc.
·
With regard to PF12 contract, cyclical works were completed to 496
properties with an average time of 12.8 weeks to complete the
works. Meeting was advised that with regards to the works carried
out, there was a 92% satisfaction rate by residents that took part
in the survey. Plans in 2019 for Partners to complete 100 cyclical
works with the PFI1 contracts.
·
With regard to resident engagement, the Managing Director
highlighted the various channels through which Partners
communicates with its resident such as the Partners Residents Open
Forum; the existence of Partners Engagement Register; Resident
surgeries and Satisfaction surveys.
·
The Managing Director acknowledged that in terms of complaints,
there has been a slight increase in stage one complaints in
comparison to the previous year.
·
Partners priorities for 2018/19 include promoting safety and
minimising risks in properties, providing a good and efficient
service to its customers; continue to communicate and engage with
its residents and also provide a good service to its
leaseholders.
·
The Managing Director acknowledged the various issues and
challenges highlighted by residents and leaseholders as the clear
and safe communal areas policy; access issues into properties to be
able to carry out repairs; impact of universal credit on residents
in terms of rent arrears; leaseholder estimates of cyclical cost of
repairs and anti-social behaviour.
·
Members were advised that residents were split with regards to the
Clear and Safe Communal area policy, however Partners still had to
carry out multiple visits to resolve complaints on this issue.
Members were reminded that the implementation of the policy is
based on advice from the London Fire Brigade.
·
The meeting was informed that with over 17,000 repairs carried out
per year, 2,000 were affected due to failure to access the
properties by operatives and to address this concern, Partners are
offering incentives to residents to provide a copy of keys to
communal areas so as to carry out electrical safety checks.
·
Partners recognises the impact of universal credit on it’s tenants especially as 219 of 279 known
claimants are in rent arrears. Partners continues to work closely
with Islington Council to alleviate it’s impact by
intervening early in known cases and close monitoring.
·
With regard to the estimated costs of cyclical decorations received
by leaseholders, the Managing Director informed the meeting that
these were estimates and are based on an agreed maximum price
policy, however the final costs total tend to be lower. In
addition, Partners had improved the format and content of
information that accompanies Section 20 notices.
·
The Managing Director advised that delays in resolving anti-social
behaviour was due to court closures which resulted in delays r
waits for court dates and also in some instances the need to carry
out the assessment of vulnerable victims and the
perpetrators.
·
Members were concerned with Partners strong performance results
especially as their caseloads indicates high levels of
dissatisfaction. There was concern that despite informing Partners
in previous years that their focus should be on addressing their
failures Partners still consistently produces high performance
rates.
·
Properties managed under the PFI1 contract, which expires in 2033,
would undergo a programme of external redecoration commences in
2019 while the PFI2 contract due to expire in 2022, cyclical
decorations would end in 2020.
· The meeting was informed that as the contract entered its final years, Partners would work with the council to ensure a smooth handback process, this would include joint stock condition surveys.
·
In response to a complaint regarding the quality of repairs work
carried out by Partners and the quality of materials used, the
Managing Director advised that all their properties are maintained
to the contractual standard and quality assured agreed with the
Council.
·
A member of the public highlighted significant maintenance issues
in the home of one of her brothers, describing plasterwork falling dangerously from
overhead with the result that he had to be moved out. She also
described how her other brother had to leave his home due to
flooding and that more worrying was that despite Partners denial
about the existence of asbestos in the property, information has
come to light that Partners was aware of this issue since 2008.
Managing Director apologised as he was not aware of the issue and
requested that documentations be forwarded to Partners via the
clerk Committee.
·
Dr Brian Potter of the Islington Leaseholders Association invited
the Managing Director of Partners to the next meeting on April 2,
an opportunity for leaseholders to raise all their concerns
directly.
·
A suggestion that Key Performance indicators should be presented at
the Partners Residents Open Forum was noted.
·
A leaseholder in a property managed by
Partners was concerned that for over 8 years he had complained
about damp issues in his property and was intrigued by Partners
refusal to employ the services of an independent surveyor. The
leaseholder was concerned that with every works carried out by
Partners, his and other leaseholders service charges was increased
under the guise of repairs to damp repairs which had not been
carried out. In response the Managing Director acknowledged that,
services of independent surveyors are employed to identify the
causes of damp.
·
A leaseholder was concerned with the business decision of Partners
taking over a community building that had been previously managed
by Hyde. The leaseholder enquired if the committee would be
interested in a piece of work that will demonstrate the impact of
that decision on the amenity of the residents that live on the
estate. In response, the Chair welcomed the suggestion, advising
that the report be sent to the clerk of the committee for
circulation to members on the Committee and the Executive Member
for Housing.
·
The Managing Director acknowledged that permission was incorrectly
given to a resident for storage of his bicycles, however this has
now been resolved.
·
A tenant in a property managed by Partners complained about
contractors sent to resolve sewage issues and having been told that
digging will be confined outside, some areas of her dwelling was
left in a state of disrepair and personal property like her reading
glasses was found at the rear of the garden and damaged. The
Managing Director of Partners requested her to forward her details
and he would look into it.
·
With regards to concerns about the discrepancies that exist between
the estimates and the final cost schedule, the meeting was informed
that Partners had made some revisions to the schedule 20, however
in light of further concerns, this will be revisited to ensure that
it is clear and transparent.
·
Members were concerned that Partners were reportedly made aware of
asbestos in the property of the complainant mentioned above since
2008 but refused to resolve it and requested that someone needs to
be held accountable especially if true as Council takes the
management of asbestos and its disposal seriously. Committee agreed
that this was very serious issue and requested that the Committee
be kept informed of the outcome.
·
With regards to concerns about the attitude of workmen employed by
Partners to carry out repairs, members were reminded that like any
workforce in any industry there will always be some unprofessional
personnel, however this may be due to work being subcontracted for
lower cost with the result that the quality of work and standard is
poor.
The Chair thanked Tom Irvine, Managing Director and members of the public for their attendance.