Repairs and Investment Panel – 18 July 2024

Attendees: 

Tenant members – Pamela, Heather, Irene, Christine, Evelyn, Kimberley, Derek

Lee Nesbitt, Assett Intelligence and Logistics Manager

Tony Ormston, Service Delivery Manager, Repairs and Maintenance

Nathan Brown, Policy, Intelligence and Research Officer

Peter Brady, Engagement Officer

Apologies: Tenant members – Annemarie, Kim, Trish, Koli

 

1. Tenant Engagement and Tenant Satisfaction Measures 

PB explained that the Regulator of Social Housing has introduced a set of Tenant Satisfaction Measures (TSMs) to assess how well social housing landlords in England are doing at providing good quality homes and services to their tenants. Of the 22 measures introduced, 12 provide tenants with the opportunity to have their say, understand how their landlord is performing and provide an insight into where service improvements are required. The other 10 measures are about compliance that as a landlord we measure, including safety and repairs.

We offer a range of ways for tenants to get involved and have their say. To ensure our tenant engagement opportunities are compliant with legislation and transparent and accessible. a review of the opportunities has taken place – leading to an improved structure and more options.

 

2. About our service

LN informed the panel about the roles and responsibilities of Property Service, that included:

  1. The senior team
  2. The range of the work carried out by the Repairs and Investment team
  3. The range of teams that deliver the service
  4. The budgets available to deliver the service

 

Repairs and Maintenance

TO updated the panel about the service his team delivers, including range and scope of the teams, workload over the last year, and the tenants’ self-help videos.

He highlighted the current challenges with disrepairs, damp and mould; and updated the group on the new video diagnosis system for condensation, damp and mould repairs. This allows tenants to give repairs team call handlers access to their phone’s camera to show them exactly what the problem is, helping us make sure the right resources are allocated to fix the issue.

The recent condensation leaflet was circulated for comments. The panel agreed that the leaflet was informative and easy to read.

LN and TO requested that the panel review and comment on two new draft policies before they go to Cabinet in October. The policies are

  • Damp and Mould
  • Repairs and Maintenance.

This was agreed.

 

Capital Investment and New Build

LN gave a presentation about this service that covered:

  1. Budget forecast over the next 30 years
  2. Range of home improvements for 2024-25
  3. Future carbon reduction targets
  4. Future developments for Affordable Homes
  5. Building awards nominations for 2024

 

Tenant Satisfaction Measures Survey (TSMs)

LN took the panel through the TSM process and the 2023 survey results.  A copy of the survey was circulated with the panel and suggested that the panel could fill this in as a benchmark on this year’s performance. Then after the next survey do the same to compare the results.  This was agreed.

The panel felt that the Tenants Satisfaction Measures survey could have a place for comments, so tenants could explain why they are satisfied or dissatisfied with the service. LN thanked the panel for their comments but added that unfortunately as it is a government survey we are unable to change it. However, we will take these comments on board for our in-house surveys.

 

3. Performance scorecard review

LN shared with the panel the current Year-to-date scorecard from April and May 2024 and added that we would like to involve the panel to develop the scorecard. The panel members requested that the performance information should be the main item for the next meeting’s agenda. This was agreed.

 

4. Future topics

LN and TO asked the panel for some areas for consideration for future sessions. They suggested:

  1. Review the Repairs Handbook
  2. Help to set performance targets moving forward
  3. Material panel and tenant choice options
  4. Review of Moving In and Moving Out standards (Empty Homes)
  5. Review of letters and communications
  6. Self-help for completing repairs

 

5. Any Other Business

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.

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