North Tyneside Living Panel – 7 November 2024

Attendees: 

Tenant members – Margaret, Eleanor, John B, Fred, Sybil, Morag, Janet, Gaynor, Mary, Patricia, Bob

Linda Herman, Senior Service Manager

Anthony Howe, North Tyneside Living Manager

Mark Colvin, North Tyneside Living Manager

Angela Melvin, Engagement Manager

Apologies:

Tenant members – Teresa, Nora, John G, Heather, Caroline, Denise, John J, Jack

 

1. Minutes of the last meeting and matters arising:

  • Intergenerational work: A further 10 schemes are scheduled for 2024-25.
  • Schedules for cleaning and maintenance: LH has chased this up repeatedly with Morgan Sindall (see separate agenda item below).
  • Internet access: MC reported that arrangements are being made for tablets to be available from receptions/in shared lounges for tenants to use.
  • Financial support advice:  The Tenancy Sustainment Team are now working with Age UK North Tyneside and Citizens Advice to offer financial advice to tenants. 
  • Message in a Bottle: LH reported that information has been shared with schemes.  Some tenants on the panel have picked one up free of charge from their GP surgery, or Wallsend Customer First Centre.
  • Damp and mould video: AM has checked with the council’s communications team and this should be complete by the end of next week. 


2. Update from Morgan Sindall

LH explained that there have been significant changes to Morgan Sindall’s management team recently, with new members of staff coming in.  LH has met our new rep, who has just joined the company and will be at the next NTL panel meeting.

 

3. Tenant Satisfaction Survey

This will cover satisfaction with different aspects of the service.  Building on previous surveys, the team has been working to make it better and it will ask tenants who respond as ‘dissatisfied’ to explain why so we can understand the reasons for their response.  The last survey found overall satisfaction was 87%, which was an excellent result. While the survey did highlight some issues, often these were not caused by their home. 

The survey will ask which scheme people are from, to allow us to analyse data.   The questions are based on the Housing White Paper and areas covered by new national legislation:

  • Satisfaction with the service
  • Quality of the home
  • Building security
  • Repairs service from Morgan Sindall
  • If tenants feel their views are listed to and acted upon
  • If they would recommend NTL to family and friend
  • If tenants feel they are treated fairly and with respect
  • Anti-social behaviour reporting
  • Complaints procedure
  • If tenants feel informed about services and decisions

Different formats will be offered – electronic versions, a QR code to access and paper versions (large print copies to be offered too).  Current timetable is for the survey to go out in early December.   Housing Officers will be encouraging tenants to complete it and can offer support if anyone needs a hand to access it. 

Panel members asked about the involvement of the Housing Officer when a tenant is completing the survey with their support, and whether that would affect how they answered.  MC replied that asking for Housing Officer support was a tenant’s choice and that the officer would be impartial. 

A separate Morgan Sindall questionnaire is also due out, which will be after ours.  

LH said that we are hoping to have results to share by late January.  Panel members were asked to encourage other tenants in their scheme to complete the survey when it is distributed.  

 

4. Performance information

MC shared an example of a performance scorecard which was used regularly at NTL panels several years ago.  This combined data from the council and Morgan Sindall.   

AM outlined a future plan for the panel to receive this type of information ahead of meetings, so members could consider the data and come to meetings with questions to scrutinise the data and challenge the reasons behind performance results.  This is the approach to be taken at other tenant panels too. 

The panel was asked to consider what they would like to see on a performance report, and to discuss this with their neighbours.  The format will then be confirmed at the next NTL panel meeting, to start at the first meeting of the 2025-26 cycle.  

 

5. Volunteer roles and expectations

AH shared a draft code of conduct for volunteers working within our schemes.   This is based on a template provided by North Tyneside VODA (Voluntary Organisations Development Agency).  Any volunteers in NTL schemes will need to sign up to this before they start working with us. 

The panel fed back that the template was very comprehensive and agreed that this should be adopted as the code of conduct.

LH will now meet with the Housing Officers to get details of volunteers and provide them with a code of conduct to read and sign. 

 

6. Future ways of working

The engagement team is introducing a standardised approach to all our tenant panels.  From the start of the 2025-26 cycle of meetings, the aim is for panel members to receive information ahead of each meeting relating to performance and complaints relevant to the panel’s remit, so they can better scrutinise the service at meetings.

AM said a standardised terms of reference will also be developed, to cover panel membership, responsibilities and code of conduct.

The panel agreed these would all be helpful and AM will put arrangements in place.

AM asked if a tenant would like to take on the role of chairing the meeting.  Margaret volunteered.  AM will meet with Margaret ahead of the next meeting.

There was discussion about how updates from this panel are shared at NTL schemes.  The level of interest from NTL tenants does vary.  Notes from the meeting are available on noticeboards, it was felt that more people may read the meeting papers if they were available in the communal lounges.  AM to follow up.    

AM asked for ideas for future agenda items and brown bin garden waste collections was suggested.  MC reported that garden waste collections from schemes have been agreed and will be funded by the council, all schemes should have compost bins too and he will check this.  We will ask the Morgan Sindall rep to cover garden maintenance as part of his update at the January meeting. 

 

7. Any Other Business

  • Tenants present today received copies of the Housing and Property Service annual report 2023-24.  They were also given a copy to take back for each of their respective communal lounges.  AM will send out copies to those not present today.  
  •  AM will be arranging drop-in sessions for each NTL scheme in January/February, to discuss tenant engagement and ways for tenants to get involved and have their say.  AM will liaise with Housing Officers to arrange these.   
  •  Fred asked about councillor visits to NTL schemes.  MC replied that councillors are invited to every scheme’s regular tenant catch up meeting (every three months), but it is not always possible for them to attend.  Councillor contact details are on every scheme’s notice board. 
  •  Some panel members asked about planned carpet replacements and redecorating of their individual schemes and LH shared schedule details.