North Tyneside Living Panel – 13 May 2026

Location: North Tyneside Council offices, Quadrant, Cobalt Business Park

 

Attendees

Tenant members – Margaret, Feetham Ct (Chair); Fred and Evelyn, Phoenix; Joseph, Chapelville; Susan, Southgate; Alison, Southgate; Hilary, The Fold; John, Rosebank Hall; Diane, Eccles Grange; Barbara, Cheviot View (Guest); Jacci, Percy Lodge (Guest); Andy, Rudyerd Court (Guest); Gaynor, Rudyerd Court (Guest)

 

Odmond John, Morgan Sindall; Linda Herman, Senior Service Manager; Mark Colvin, NTL Manager; Simon Campbell, Customer Relations Manager; Angela Melvin, Housing Engagement Manager

 

Apologies 

Morag, Percy Lodge; Eleanor, The Orchard; Sybil, Chapelville; Heather, Cedar Close; Patricia, Moorcroft; Rosemary, Rosebank Hall; Thomas, Chapelville; Anthony Howe, NTL Manager

 

1. Notes of the last meeting and action log 

Notes of the last meeting were agreed.  

Action log: Following up on the focus group item at November’s meeting, AM had brought copies of the council’s ‘Customer Promise’ poster for tenants to take back to their schemes for the noticeboards.  MC and AH will distribute copies to other sites.

 

2. Corporate complaints update

The regular complaints report had been circulated with the meeting papers.

SC summarised the latest figures, highlighting that very few formal complaints are received for NTL.  This could be due to the on-site Housing Officer acting as a first port of call for any issues; and the repairs service is different as it is delivered via Morgan Sindall.  Many complaints across housing as a whole relate to repairs (there are some NTL properties covered by the council repairs service).

Formal complaints are responded to and investigated independently, rather than the NTL service.  SC explained that we do encourage reporting of complaints where a tenant is unhappy with the service delivered.  If tenants feel it needs to be escalated from the Housing Officer, then it is right to raise a formal complaint so this can be investigated independently.

SC’s team look for themes across reported complaints, eg if a particular part of the service is subject to complaints.  They spot trends and try and identify the root cause of a problem to put it right.  We see complaints as an opportunity to learn and encourage tenants to report issues as soon as possible.

LH clarified that the first point of contact for complaints should be the on-site Housing Officer, or the Neighbourhood Officer for estates/community issues, or the Community Protection team for anti-social behaviour.  If a tenant is unhappy with how the matter is then dealt with, they should go to SC’s team.  

The panel will continue to receive complaints reports.

 

3. Social activities guidelines

Last year, the panel heard about discussions had taken place with VODA (North Tyneside’s Voluntary Organisations Development Agency) around a more formalised approach to volunteers in our schemes, specifically around safeguarding and payments to cover activity costs.

This work has led to a new process around social activities, with clear guidance now in place on payment for activities, after a couple of situations arose in schemes which highlighted the need for a more robust process.

Last month, the panel were invited to comment on a draft letter to be sent to all tenants on this matter.  No feedback was received and the letter has since gone out to all NTL tenants and has been discussed at building meetings.  

LH emphasised that safeguarding our tenants is our primary responsibility.   Housing Officers are explaining it is not about stopping activities, we encourage tenants to join in, however we just need different way of doing it now.  People should not be making a profit from activities.  Our approach has the backing of VODA and local councillors.   We understand that some of the feedback to the Housing Officers has not been positive, however the new process is necessary to ensure all tenants are protected and included.   

A point was raised about grants from the Victor Mann Trust for social activities.  It was clarified this Trust is only for eligible residents with NE28 postcodes, but social activities can be covered.  Tenants should apply to the Trust directly if they would like to apply.    

It was asked whether written records are required now, eg to run a lunch club.   LH replied that tenants should expect to share the cost of any activity and for receipts to be available to those taking part as evidence of what has been spent.  In the case of a surplus amount, this could be donated to a charity of the tenants’ choice.  The NTL service will not be involved in how tenants manage money to pay for activities, as the schemes are independent living, so it will be for those involved in the activity to determine.

LH also clarified that shared bank accounts are not permitted, nor can money be kept in an individual’s account.  The panel agreed with this approach.

 

4. Neighbourhood housing officers to be based in schemes

MC shared an update with the panel on a plan for the local Neighbourhood Housing Officer to be working in NTL schemes.  These officers have allocated areas, so instead of working from their Killingworth base, they will be working from NTL schemes.  

This is a very positive move and addresses previous feedback from our tenants.   

AM added that this also addresses comments from the November panel meeting, where there were questions relating to issues that would be picked up by the neighbourhood service rather than NTL.  

Lauren, one of the Neighbourhood Housing Managers, will be coming to the September 2026 panel meeting to explain their team’s role further and answer tenants’ questions.  

 

5. Performance update

The quarterly performance scorecard had been shared with the meeting papers.

OJ highlighted that Morgan Sindall is now doing three-times the ‘emergency’ repairs than in the previous period, due to a reclassification of how jobs are allocated to give a same-day response in more cases.  The figure of 83.8% emergency repairs completed on time (against a target of 99%) therefore doesn’t reflect the service now being provided, as it means more jobs are getting earlier attention.  

There have been issues with staffing at Morgan Sindall, which have now been resolved and a steady improvement in performance is expected across the coming months.  

A question was asked about the length of time taken for jobs to be done as part of Morgan Sindall’s free Handyman service.  OJ clarified this is a separate service and emergency calls will always take preference.  LH reminded the panel that all tenants have had a leaflet about the Handyman service, and these have been covered at building meetings too.  There can be a wait time of up to eight weeks for jobs being done under the Handyman service, however in some cases a tenant could ask a neighbour or family member with the right skills to help sort an issue if they can do so safely.

 

6. Any other business

  • Alison volunteered to chair the September meeting.
  • Charity collection bins: A tenant asked about the removal of charity collection bins and whether they will be replaced?   LH replied that they won’t, as there have been issues with items being put in them that cannot be used by the charity, and that many charities are no longer collecting in this way due to the volume of donations.  
  • Food waste bins:  The service is currently working with Morgan Sindall about the size of bins required.  NTL schemes are on the list to have this service.  
  • Group dwellings transfer:  The panel discussed this at the February meeting.  It had been planned to introduce the change in April 2026, but there has been a delay to procuring the digital equipment which tenants will be provided with.  
  • Laundry tokens: LH clarified that where these machines are in situ, tenants will continue to receive three free tokens per week, with an option to buy additional ones.  A question was asked about tokens for dryers, this will be put on the agenda for September’s panel for discussion. 
  • Wifi installation: The programme for this is currently unclear, we will update the panel when we can.  
  • Intergenerational gardening project:   Some concerns were raised at the condition of planters ahead of schools coming in.  OJ will pick this up.  LH mentioned that Grow to Eat started at Tamar last week.  
  • AM reminded the panel they can put forward suggestions for future agenda items at any time.  One of the council’s fire auditors will be invited to the September panel to explain the fire safety measures in our schemes.  
  • AM mentioned the day of training for all tenant panel members which took place earlier this month, with some NTL panel tenants attending.  Their feedback was excellent and it had been very useful.  The training is being offered on 21 August as well, AM encouraged those tenants who had not taken part yet to attend if they can.