North Tyneside Living Panel - 14 May 2025
Location: North Tyneside Council offices, Quadrant, Cobalt Business Park
Attendees
Tenant members: Margaret, Feetham Ct (Chair); Eleanor, The Orchard; John, Rosebank Hall; Fred, Phoenix Rise; Sybil, Chapelville; Morag, Percy Lodge; Janet, Victoria Court; Teresa, Rosebank Hall; Caroline, Carville Grange; John, Windsor Grange; Patricia, Moorcroft
Odmond John, Morgan Sindall; Linda Herman, Senior Service Manager; Anthony Howe, NTL Manager; Mark Colvin, NTL Manager; Angela Melvin, Housing Engagement Manager
Apologies: Tenant members - Heather, Cedar Close; Jack, Eccles Grange; Nora, Charlton Court; Bob, Eldon Court
1. Minutes of the last meeting and action log
These were agreed.
2. Update from Morgan Sindall
At the last panel, Odmond was asked about appointments for visits by Morgan Sindall not being made in advance. He has since visited the help desk team in Leeds and raised it there. When a tenant calls with a job, they should be given an appointment window. One panel member fed back that he had recently rang and was given a timeslot.
Window cleaning schedules are now on noticeboards, however these can be affected by weather and some windows are hard to access. OJ is working with teams to see how this can be solved.
A tenant asked whether if a scheduled time can’t be kept, if Morgan Sindall could notify the housing officer and they can update the scheme’s noticeboard.
The performance indicators relating to repairs are showing three currently below target. OJ explained that more jobs are being completed than previously and more emergency jobs are being raised. If the target timescale is not hit, even by a few minutes, it is reported as a ‘fail’.
Tenants were reminded that the out of office emergency repairs number is displayed on noticeboards.
3. Victim Support – volunteering roles
Kirsty from the Community Protection team gave an overview of their role and the types of anti-social behaviour they deal with. They work closely with police, social workers and other partners.
Anti-social behaviour within NTL schemes is dealt with within the service, but they can also work with the Community Protection team as needed.
Kirsty then spoke about the victim and witness support group, who are volunteers who have experienced anti-social behaviour themselves. Currently there are three volunteers, but the team would ideally have around 10. Involved tenants have volunteered previously.
Volunteers support victims by phone calls, or meeting in person such as in a café, or visiting them at home. Volunteers are there to listen and give advice on how to report to the council or police; and the volunteer can speak to the council or police on the victim’s behalf.
Kirsty asked for the panel’s view on visiting the NTL schemes and talking to tenants to promote volunteering opportunities. A mobile phone and expenses are provided to volunteers. The panel agreed. Kirsty is happy to go along to any groups who would be interested in finding out more.
The team will also be promoting it at local shops and town centres, alongside advertising. The Police and Crime Commissioner’s office is funding the programme.
The team can be contacted on 0191 643 3333 and Kirsty’s mobile number is 07583 036 815.
4. Unified – new online system
There are currently different IT systems covering different areas of the housing services. These are being merged into one, to be more efficient and provide a better service for tenants. Carli from the project team attended to give the panel a progress update.
Current tenants will be able to register for an online portal to see their rent account, view transactions, make a payment, report anti-social behaviour, update contact details and report repairs (though not for schemes covered by Morgan Sindall).
The system is due to go live in autumn 2025 and the project team did a focus group with tenants in April to get their views on the appearance of the site and promotion.
A tenant asked about access for those who are not online. Carli replied that current non-digital methods will continue.
The project team is working with the NTL team to improve Wifi within the buildings, plus providing devices for use in communal spaces, to help tenants access it. Housing staff will get training to support tenants to use it.
Booths will also be installed in each scheme to make access easier.
Every tenant in NTL properties will have access to Wifi in their apartments, at no cost to tenants. Installations have started and will take around 12 months to complete. The panel were pleased to hear this.
Tenants will be kept up to date on progress with the new system and details of launch dates and support as they become available.
5. Tenant Satisfaction Measures (TSM) survey report
Linda gave an overview of results relevant to NTL schemes from the 2024 TSM survey. This was sent out to around 5,000 tenants selected at random. A total of 1,018 surveys were returned and this included 143 from NTL tenants.
The overall satisfaction of tenants living in NTL shows a statistically significant fall, from 86% in 2023 to 74% in 2024. While this is significant, general satisfaction among NTL tenants at 74% remains higher than amongst tenants in general needs properties (71%).
NTL tenants were particularly satisfied with measures covering:
- A well-maintained home
- Communal areas being clean and well maintained
- Approach to anti-social behaviour
The NTL team will use the results to help improve services and examine specific areas in more detail to understand the reasons behind the drop in overall satisfaction.
6. Fire safety protocols
A new protocol of phased evacuations has been introduced in schemes, working with the Fire and Rescue Service. Buildings are divided into zones, so a particular zone will be evacuated instead of the whole building.
Education sessions with tenants on the new fire evacuation procedure are being carried out. Every tenant will get step-by-step instructions and those who have PEEPs will be given an individual plan. The new process will also be covered at tenant catch ups.
The Fire and Rescue Service have directed that corridors must be kept clear of any potential obstruction, or trip hazard, which may slow someone getting out in an emergency when visibility in the corridor may be poor.
Feedback from sites where this has been implemented is that it is a simpler process and tenants have welcomed it.
7. Laundry proposals feedback
Angela fed back views from consultation in March on new proposals which were introduced to the panel at the January meeting. A briefing note had been shared with the panel, giving a summary. Tenants had been broadly in support of a token-operated system for the washing machines, but some concerns had been raised that the proposed two free tokens per week were insufficient.
The consultation had also raised concerns over access to laundry facilities for tenants with medical needs. LH explained that they get financial support via attendance allowance/PIP, which would cover paying for tokens.
The panel discussed issues around getting tokens when the Housing Officer was not on site and Linda explained that tenants could buy one or two tokens to have spare.
Tenants asked why charges were being introduced. Linda explained that washing machine use is not covered in the service charge and the cost of utilities has significantly risen, so a different approach is needed.
The Panel agreed that three free tokens per week, with a payment of £3 per additional token, was fair. The new proposal will be trialled at Feetham Court (date TBC).
8. Any Other Business
General points were raised around drains, bins and grass cutting. Tenants fed back that they were pleased with recent grass cutting and bench maintenance. Mark will clarify arrangements for brown bins at the schemes.