Agenda item

Councillor Andrew Smith (Cabinet Member for Housing Services) to update the Committee on current and forthcoming issues in his portfolio.

5.1       Councillor Andrew Smith (Cabinet Member for Housing Services) presented the report and provided updates on areas including the performance of the Contact Centre, an update on anti-social behaviour services, parking and resident engagement. In respect of the Contact Centre, 84% of calls had been answered within 30 seconds, above the target of 70%, and 96% of all calls were answered in quarter 4 of 2018-19. Satisfaction with regard to the handling of anti-social behaviour was recorded at 74% for 2018-19, against a target of 83%. The main three complaints on anti-social behaviour related to noise, drug dealing/misuse and verbal abuse and harassment.

5.2       The Chairman suggested that a task group on anti-social behaviour may be set up at a future date. With regard to major works, he sought details with regard to consultation timescales. He noted that spend on repairs was greater than major works and enquired whether a more joined up approach should be taken.

5.3       Members commented that the number of complaints in respect of repairs was still quite high and asked what steps were being taken to reduce this. With regard to fire safety assessments, Members asked if these were undertaken promptly and what would happen in the event of leaseholders not agreeing on fire door works. Members asked if there was an update on online reporting of anti-social behaviour and did the Police have sight of this. It was suggested that residents’ associations be encouraged to provide a list of repairs that they wanted undertaken.

5.4       A Member expressed concern regarding tenancy reviews where this involved vulnerable residents which may involve delicate matters and he asked whether the appropriate people were undertaking the assessments. A Member asked whether drop keys were being used in respect of Allsort Terrace in Bayswater. Another Member commented that there needed to be a reinvigoration of residents’ engagement and asked whether the Council was being ambitious enough in respect of initiatives concerning sprinklers and whether progress on this could be accelerated. The Chairman added that there would be an update on the sprinklers programme at a future meeting.

5.5       In reply to issues raised by Members, Councillor Smith acknowledged that residents may face financial difficulties and financial planning issues in respect of major works and steps were being taken to provide more information and consultation prior to these works. He accepted that that there needed to be a more joined-up approach in respect of repairs and major works. Councillor Smith also acknowledged that complaints concerning repairs was still relatively high, however this had to be taken in context as the number of repairs carried out was very large.  There had been an increase in the number of repair inspections and there were key performance indicators to monitor this. There was also a better working relationship between the Contact Centre and the Repairs Team. Councillor Smith advised that fire door safety checks had been carried out promptly and issues identified were followed up. Additional resources were in place to ensure the checks would be completed before year end. Action would also be taken if leaseholders refused to agree to fire door works.

5.6       Councillor Smith advised that there would be an update on online reporting of anti-social behaviour shortly and he welcomed the suggestion of encouraging residents’ associations to list what repairs they wanted prioritised. He felt the tenancy reviews were carried out appropriately, including where this involved vulnerable people and every effort was made to ensure that all the relevant information had been factored in. Councillor Smith agreed to look into the use of drop keys at Allsort Terrace. With regard to installation of sprinklers, Councillor Smith advised that every effort was being made to ensure that this was being undertaken at pace, however it was also important that a thorough approach was taken. There was also a high number of leaseholders involved in the exercise.

            ACTION:

1.    Next report to include details of the fire door inspections, including figures. (Action for: Councillor Smith and Barbara Brownlee).

2.    A response to be provided to Councillor Elcho in respect of use of drop keys at Allsort Terrace in Bayswater (Action for: Councillor Smith and Barbara Brownlee).