North Tyneside Living Panel – 1 August 2024

Attendees: 

Tenant members – Jack, John B, Nora, Sybil, Margaret, Denise, Eleanor, Heather, Teresa, John G, John J, Gaynor, Mary, Fred, Morag

Linda Herman, Service Manager

Peter Brady, Engagement Officer

Apologies:

Tenant members – Jack, Patricia, Bryan, Maureen, Bob, Janet, Shield, Caroline

1. Housing Officer Complaints Procedure update.

LH reminded the panel that they had requested this procedure at the last meeting. There have been discussions with the Management Team, and they have asked the panel to consider how they would like to make a complaint.

The general complaints procedure now is to contact the local Customer First Centre Hubs to make a statement/complaint.  This will then be sent to the relevant manager after the interview. 

The panel asked how they can contact the Hubs. LH replied that the addresses and contact numbers are on the website and the noticeboards in the schemes. When a complaint is made at the Hubs, there is a 10-day target to reply to the complainant. 

The panel agreed to trial this process.

2. Repairs Customer Satisfaction Survey Results

LH reminded the group that a new electronic survey had been launched in 2023-24.  There were also available via paper copies in the schemes.

 A total of 411 surveys were completed, approximately a 44% return rate.  This was an increase of 10% on the 2022-23 survey. LH encouraged residents to reply to the survey, which will help monitor and identify what is working with the service and what needs to be reviewed. Some of the survey results are highlighted below.

Tenant members requested that the survey should have a text box for tenants to leave their comments to say why they are Satisfied/Very Satisfied or Dissatisfied/Very dissatisfied with the service, to make the results more meaningful.

LH agreed that this was a good idea and promised to take this suggestion forward for next survey. She added that to encourage a bigger take up in the surveys in the future, we are working to make it easier to complete electronically, though paper copies will still be available.

3. North Tyneside Living scheme visits feedback

PB updated the panel that his latest round of scheme visits is complete, and a report has been submitted to the NTL senior team. Some common themes raised at the visits, with the replies from the Management Team, are:

Q. Tenants commented that they would be interested in taking part in the intergenerational work with nearby schools and are wondering when they might be involved. Intergenerational artwork has just been completed in Rosebank Hall with the students at Burnside School.  Percy Lodge tenants have been working with the Children from Percy Main Primary and both events had proved to be great success for both the residents and the school children. Feetham Court tenants are presently working with George Stephenson High Students.  Arrangements are currently being made for Ferndene, who will work with children from Silverdale. Crossgate tenants will work with the children from Hadrian Park Primary School, Eccles Grange is yet to be matched to a school.  After the school summer holidays, arrangements for further sessions will be arranged.

Q. Residents requested schedules for window cleaning, grounds maintenance, deep carpet cleaning and redecoration to be available on the notice boards. LH confirmed that we have just received the schedules for the grounds maintenance and redecoration schedules, and these will be displayed on the notice boards.  Agreed to chase up with Morgan Sindall for the window cleaning and the deep carpet cleaning schedules (LH to action).

Q. Broadband connections need to be improved and internet access. Resident wondered if training to use online services could be provided if there was a computer in the communal area. The Wi-Fi connections are to be changed in time for the digital upgrade in 2025. Open WIFI does not reach or supply individual apartments and can be only accessed in the communal lounge. This training issue is being considered.

Q. A few schemes suggested a ‘What’s On’ guide of events taking place in each of the schemes to be circulated so tenants from any scheme could have the opportunity to attend. LH agreed that this is a great idea, but the Housing Officers cannot be responsible for checking if events are going ahead. It would have to be the tenants’ responsibility to check the availability.  We can help to support this initiative by providing a template to help advertise the events.

4. Any Other Business

Tenancy Sustainment Team

LH informed the group that since this year’s rents and service charges increase, the Tenancy Sustainment Team have been visiting two schemes to check that they that tenants are claiming financial support they are entitled to. As a result, eight tenants between them have received a total of £53,500. John added that the team have managed to save him a lot of money and can recommend to others to talk to the Team. LH added that they would be visiting each scheme in the future.

'Message in a Bottle’ – Life-saving initiative

Eleanor had brought an advert from the North Tyneside Carers’ Centre, mainly aimed at residents who live alone who may need medical assistance. When a medical team arrive, there is a ‘Message in a Bottle’ label displayed on the back of the resident’s front door. This means that all their medical records and contact details can easily be found in a bottle in the fridge. The panel thought this was a fantastic initiative. LH will copy this and have it advertised on all notice boards.

Condensation, damp and mould

LH reported that several bungalows are reporting issues with damp and mould.  These are being individually inspected.  The Repairs service now have a video about dealing with Damp and Mould and this will be shown to our bungalow tenants.

Our North Tyneside Voice

PB informed the panel that the new engagement website, Our North Tyneside Voice, has been launched this week.  It is a soft launch initially, with wider promotion of the site planned shortly.  All members registered with the current Our North Tyneside Voice database will be contacted directly and invited to register on the new site.  The site includes a dedicated hub for council tenant engagement.

Annual Tenants’ Event

This Annual Tenants Event is to be held on Monday 23 September, at the council offices, Cobalt Business Park.