Agenda item
Effectiveness of Communications -12 month report back
Minutes:
Paul Byer, Service Improvement
and Involvement Manager updated Members on the progress of the
recommendations in a report produced in May 2016 following the
review undertaken by the Housing Scrutiny Committee on the
effectiveness of Housing Services Communications.
In the discussion the following points were made -
·
On Recommendation 1, to agree a code of
communications for the Council’s Housing Services,
TMO’s and Partners for improvement and contractors, Paul Byer
advised that although Partners is responsible for improving its own
communications within its organisation, the Council has granted
Partners access to the Council’s on-line Housing Library on
the intranet which has Council guidance on documents such as Write
First Time Toolkit, Writing Style Guidance, updated branding
guidelines etc. In addition, TMO’s have been sent the
council’s communications guidance and good practice
information.
·
With regards to Recommendation 2 & 7 which
relates to improving complaints processes, the meeting was informed
that a complaints improvement Action plan has been put in place to
improve complaints handling in Property Services. In addition, the Repairs Customer Service Team
have also been provided training on handling and dealing with
difficult phone calls and the quality checking system for
complaints responses from the team has also been
reviewed.
·
With regard to managing resident’s complex
responsive repairs, a named manager will be in place to deal with
these type of complaints. Meeting was also informed that a Property
Services Complaints Resident Group has been set up. This is a forum
for resident input into improving handling and improving how we
learn from complaints. Changes have recently been made to the
learning from complaints process within Property
Services. Repair Group Leaders now have
more timely information about complaints linked to their service
area to improve performance.
·
On Recommendation 4 and 6, making better use of
communications, members were advised that protocol is in place with
regards to the use of Electronic Notice Boards (ENB’s)
especially as they are now used to support corporate, community
information and localised messages. Residents views have been taken
on board so ENB’s now display local information specific to
their estate, job opportunities and training and community services
for different groups.
·
In response to Recommendation 5 and 10 which
addresses out of date information and broken links on the Council
website, the manager informed members that the Service has been
able to put in place a well-established process for residents and
staff to report issues about the information on the website or
being able to query information that needs clarification with the
communication team being able to monitor it regularly, investigate
and address any anomalies. In addition, the meeting was informed
that since 2019, the communications team is now responsible for
managing the content on the website and will be working more
closely with services to review and improve their pages.
·
Members were reminded of the future legal
requirement for content on the council website to be accessible to
a wider range of people and those with disabilities such as
blindness and low vision, deafness and hearing loss, limited
movement, speech disabilities, photosensitivity and residents with
learning disabilities and cognitive limitations.
·
With regard to recommendation 15 which addresses the
ability of caretakers and front line staff to report and follow up
issues on behalf of residents, the meeting was advised that all
caretakers have undertaken bespoke “Eyes and Ears”
training which is designed to enable and empower staff to be
vigilant, ask questions, build relationships and report issues to
relevant teams where they have concerns. In addition, members were
advised that the service has also developed a pilot “ quick
referral” process for caretakers and Estate Services if it
recognises any immediate concern of residents welfare or where they
feel someone may need a helping hand.
·
Recommendation 16 addresses the online reporting
system which was recently down. The new system has been
re-launched, which allows residents to re-schedule and cancel
appointments on-line.
·
With regards to recommendation 19,making better use
of bulk mailing to communicate information effectively to residents
about council initiatives on issues with the universal credit and
SHINE, the meeting was informed that in the last two years, Homes
and Communities have been making better use of the reverse of
annual rent statements to include information and advice on
property maintenance, tenancy management or promotion of early
intervention services.
· In response to vulnerable resident’s concerns that call centre staff not being aware of their details therefore causing delays to their repairs being carried out, Members were advised that a list for all its vulnerable residents exists which is updated weekly and available to Housing Incident Managers which can be shared if an out of hours crisis arises.
·
Full implementation of the Power BI system is not in
place yet. Property Services are
working with Islington Digital Services to implement a new suite of
IT reporting and monitoring dashboards. The Chair informed members
that this IT issue will be considered at a future
meeting.
·
Meeting was informed that Islington Caretakers do a
remarkable good job in maintaining the general outlook of their
estates and in addition do replace
light bulbs in communal areas. Caretakers tend to be the
‘eyes and ears’ and kept to date about issues around
safeguarding, child and domestic abuse and missing
children.
·
In response to a question on if any caretaker duties
had been outsourced, the meeting was advised that this would only
occur in rare instances for example resolving complex electrical
lighting issues.
Jo Murphy, Director Homes and
Communities updated members of changes in the Service area within
the last year. The following points were highlighted -
·
Meeting was informed of the new leadership in place
and the rebranding of the Service to Homes and Communities Service.
Prior to the restructure, operations were based on a geographical
north/south divide with the level of service provided to
residents’ dependent on the quality, calibre and availability
of housing officers based in the area office.
·
The Director advised members that prior to the
restructure it was noticeable that operations was more process
driven rather than resident engagement, however with the changes,
officers are now in contact with residents, visit residents and
carry out the necessary assessments. The Service has had to reframe
how things are done in terms of council priorities of locality and
partnership working.
·
The Director informed the meeting that with the
restructuring 90 management staff have had to reapply for their
jobs and a reduction of 17 posts across the whole service area. The
whole exercise has removed any duplication of roles and posts which
were underutilised.
·
Members were informed that what is in place is that
when residents call in to report an issue relating to tenancy or
estate management, they will receive a universal service which is
manned by office based Housing officers who are well equipped to
respond instead of being dealt with the customer service officers
at call centres.
·
The meeting was informed that although the focus
will be through the telephone rather than person, housing officers
will be expected to go out in the community and meet
residents.
·
In response to a question on the support available
to residents who require more engagement; have complex needs or
mental issues, the Director advised that this will be managed
through the Intensive Tenancy Sustainment Team , who in engaging
colleagues in other areas of the council such as Adult and Social
Services and Housing Needs will provide a wrap- around services
that will be required.
·
Members were informed that the Service has recently
recruited the services of an ex-Superintendent police officer, a
social worker, anti-social behaviour officers and a specialist with
experience working with elderly residents into the Intensive
Tenancy Sustainment Team with a view that this new way of working
would ensure that experience and skills of these specialist with
some knowledge of housing issues would be beneficial to address a
number of issues such as anti-social behaviour and behavioural
issues. Members were advised that the Service is about to embark on
a soft launch of this new way of working with residents especially
with the significant changes in housing personnel with different
roles and responsibilities which residents are not aware
of.
·
With regards to the evictions reported in the press,
the Director Homes and Communities informed the meeting that this
was not related to a council tenant but Partners and Improvement.
The meeting was informed that where there is rent arrears there is
support in place for residents that engage with officers however in
the very difficult cases, the Council would have to pursue their
evictions after court proceedings.
·
In response to a question, the Director reassured
members that the Council has in place strict safeguarding criteria
in place which prevents vulnerable residents from being
evicted.
RESOLVED:
That the report be noted.
Supporting documents: