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Agenda item

Housing Repairs - Officer update

Minutes:

Matt West, Director Housing Property Services gave a presentation, copy interleaved on the repairs carried out on the Council Housing stock. The following issues were highlighted:

·   Repairs of Council owned properties include plumbing, electrical, gas and carpentry which are completed within either 2 hours, 24 Hours or 20 Working Days.

·    The majority of repairs are carried out in house, the council employs 160 direct operatives and 32 contractors? to carry out the repairs with over 75,000 repairs completed every year (more in 2021-22)?.

·    The Service is primarily focused on customer service and resident safety.?

·    In terms of performance targets , meeting was advised that although first time fixes for the 2022/23 financial year is lower comparable to the 2021/22 however it is still on target.

·    It was noted that Repairs is dependent on the call handling personnel and it is noticeable that performance for the 2022/23 year is on target.

·    On the issue of resident satisfaction about repairs undertaken. feedback from residents, compiled by an independent company shows that the Service is on target.

·    The 3 main priorities of the Service are providing best experience for residents, creating opportunities for residents and improving diversity and better communication

·   On the issue of providing best experience for residents, the meeting was advised that the Service recently undertook mystery shopping exercise which identified a number of learning, such as sharing complaints with resident's panel? and also providing better communications to residents and councillors especially during large repair incidents?

·    In terms of creating opportunities for residents and improving diversity?, meeting was advised that Improvers Role has been created and the Service is using Housing Ambassadors Programme and local initiatives to increase representation within the work force.? In addition to this the Service is offering work experience, apprenticeships and training to not only Islington residents.

·    Meeting was advised that there is scope for better communication on all aspects of repairs, with the online translation service called ‘big word’ and also the Service has introduced the  ‘what next card’ for repair operators when work is uncompleted and requires a follow on.

·    In terms of operations, the Director updated the meeting that recently following the Ombudsman Damp Report?, that a programme of work is to be commissioned over the summer to compare report recommendations to current process?, that there are plans to pilot of an app, Localz to improve the resident experience which is to be rolled out Autumn 22.

·    In terms of Insourcing?, meeting was informed Set up voids team and PFI2 team in 2022?.Working with estate champions to provide opportunities to feedback on service?

·    Fire Safety is of huge concern, that there are lots of new responsibilities, that a new team for compliance has been established and the Service has started pilot of door checks.?

·    Meeting was informed that in light of the new Housing Regulator, the Service is working as part of large Service Improvement Programme to ensure that regulators standards are exceeded

·    It was also noted that in light of the cost of living crisis, prices are rising and causing pressures on contractors and budgets.?

·    Meeting was advised that repairs are up approximately 10% compared to pre covid period.

·    The Service is working with Capital Delivery to deal with complex jobs in a better way as these tend to be the areas generating complaints?

·    Meeting was advised that following a review in to repairs some years ago, there have been a number of improvements such as ,The ring and Bring Service is now fully imbedded with voids, the use of Electronic Notice Board (ENB ), a new phone systems to improve user experience, the Improver Pilot has been completed and roll out of wider programme due this year?.

·    Members were reminded that following the review , other improvements include having a Leak team in place to deal with complex leaks, that the new online systems Localz is being tested this year?, New Materials and practice group to agree materials between New Build, Capital and Repairs?.

·    Meeting was advised that during Covid period, repairs operated with minimal disruption to residents?, however not the case with the call handling centres in comparison to when operatives operated from the office?. It was noted that operatives were incredibly brave by undertaking repairs in PPE so as not to compromise residents welfare carrying out work.

·    The Director acknowledged that the Service is not just a ‘Repair Service’ that it undertakes DIY Work shops and job taster sessions run on estates? and offers work placements?.

·   On the issue of Improvers and internal development, 2 Repairs Coordinators have been trained to become surveyors, 1 Driver trained to be a plumber,  2 operatives trained as surveyors?, multiple operatives trained and successful in obtaining management roles? and multiple apprentices are in a number of trades

·    ?In light of the Ukraine/?Russia, Repairs staff undertook over 200 property surveys in a 6 weeks.

·    The Director highlighted the DAHA , domestic abuse support accreditation which Islington received in December 2021,  in regards to Repairs approach and response to helping prevent domestic violence.

·    The Service welcomes resident feedback, noting that residents can contact the Service directly to provide feedback? and would encourage residents interested in procurement contract management to join Islington Panels involved in selecting contractors and managing them.?

·    With regards to Service Improvement Panels, the Service welcome resident feedback on ideas for service improvement?. Also meeting was advised that residents are encouraged to become mystery shopper and to drop in to events and big community events ?to provide feedback and engagement.

The Chair thanked Matt West for the update noting that there is a likelihood that this issue will be revisited later in the municipal year subject to Committee’s workload.

RESOLVED:

·  That the presentation be noted.

 

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