Agenda item

To receive a report from the Council’s Housing Directorate and CityWest Homes on:

·           Operational Performance

·           Contract Management

·           Complaints

·           Risk

To also receive an interim proposal on Key Performance Indicators for 2019/20.

9.1       The Committee received an update from Tom McGregor (Director of Housing & Regeneration and Interim Managing Director of CityWest Homes) on the performance of the Housing Directorate for Quarter 2 of the City Council’s financial year. The report included details of operational performance, contract management, complaints and risk. Initial data for Quarter 3 had been included in an appendix attached to the report.

9.2       The operating model for CityWest Homes (CWH) had been modernised in 2017 and the repairs and major works contracts relet. The changes had initially led to a collapse in service, with reputational damage resulting from unacceptable levels in customer contact handling and repairs performance. In response, a new team had been created which integrated with existing staff, and a recovery plan had been implemented. The Committee noted that significant improvements were now being made in all operational areas, and that the number of customer complaints had reduced. In September 2018, a programme of planned maintenance had been put in place which had led to a significant reduction in the number of urgent repairs, and the contractor was being encouraged to use multi-skilled workers when dealing with general repairs. CWH acknowledged that improvements were still needed in areas which included major works relating to windows; the resident engagement programme; void properties; and anti-social behaviour. The Committee commended the work of the contact centres, and noted that although complaints were still being received concerning repairs, these were mostly being made in connection with long-term cases.

9.3       Committee Members commented on the fire hazard caused by the use of balconies for storage. The Director of CityWest Homes confirmed that CWH was seeking to replace the current managed approach by implementing a ‘Clean and Clear’ policy of zero tolerance to anything being stored on balconies, which would be implemented in six months’ time subject to consultation.

9.4       Committee Members also commented on CWH properties being located in streets as well as estates, and suggested that there could be a disconnect with residents in non-estate locations.

9.5       The Committee highlighted the need to consider how CWH could integrate with other services provided by the City Council for mutual benefit, and to save money. The Director of CityWest Homes commented that a Transition Board had been established that was chaired by the City Council’s Chief Executive, and which met monthly. A programme manager who had been assigned to the Board was working with the various work streams to identify how services could be integrated, prior to recommendations being submitted to the Cabinet Member.

9.6       The Committee wished to formally record their thanks to staff within the Housing Directorate for their work in delivering the ongoing improvements.

Actions:

1.         That future reports include details of repair performance in numbers, as well as percentages rather than percentages. (Action for Tom McGregor - Interim Managing Director CWH)

2.         That details be provided of the number of properties in estates, compared to the number of properties in non-estate locations. (Action for Tom McGregor - Interim Managing Director CWH)

3.         That the Committee receive an update on progress in implementing the ‘Clean and Clear’ policy for balconies. (Action for Tom McGregor - Interim Managing Director CWH)

4.         That a further update be given on the performance of the Housing Directorate. (Action for Tom McGregor - Interim Managing Director CWH)