Repairs and Investment Panel - 19 February 2025
Repairs and Investment Panel – 19 February 2025
Location: North Tyneside Council offices, Quadrant, Cobalt Business Park
Attendees:
Tenant members – Trish, Pamela, Irene, Christine, Evelyn, Kim S, Lisa, Dawn
Lee Nesbitt, Asset Intelligence and Logistics Manager
Tony Ormston, Service Delivery Manager, Repairs and Maintenance
David Foster, Head of Property Services
Phil Bamford, Property Condition Manager
Simon Campbell, Customer Relations Manager
Angela Melvin, Engagement Manager
Apologies: Tenant members – Kim R, Heather
1. Minutes of the last meeting and matters arising
Notes of the last meeting were agreed.
2. Terms of reference
Standard terms of reference have been prepared for all tenant panels and are being shared at the January/February round of meetings. The draft was agreed by the panel.
3. Complaints update
Panel members had received a quarterly complaints report ahead of the meeting. SC explained the process for reporting and handling complaints, and the role of the Housing Ombudsman.
Complaints specifically relating to Repairs and Investment were primarily due to delays in providing a service, customer service, quality of workmanship and issues with policy or non-compliance with policy.
Trish asked about upholding complaints and SC explained that when we uphold a complaint we always do something to resolve it – whether that’s changing a process, doing something differently next time or staff training. Tenants can also go to the Housing Ombudsman if they are unhappy. Figures show our performance of 48% of complaints being upheld/partially upheld compares favourably to the national benchmark figure of 77%.
SC now meets every week with colleagues in the repairs team to consider every complaint received. Every complaint gets a full review, regardless of the subject. This is really helpful and lets us deal with complaints more quickly and effectively.
In April 2024 we adopted the complaints handling code, asking what the complainant would like the outcome to be and then assessing if that is reasonable. Kim felt there has been a change over the last year over how complaints are dealt with and it is now more positive and effective. DF added that our Tenant Satisfaction Measures survey results showed a significant improvement in satisfaction in how we deal with complaints.
Dawn asked if multi-disciplinary teams are considered, eg some jobs might need a joiner and a plumber and having separate visits can be frustrating. TO replied that we do have some multi-trade technicians who have a primary trade, but can also do some work relating to other trades. We are keen to recruit more tradespeople.
AM explained that the panel will continue to receive complaints reports ahead of each panel meeting. Panel members felt it had been very useful and would like SC to attend some future panels. AM to action.
4. Performance update
Ahead of today’s meeting, panel members had been sent:
- A scorecard showing Key Performance Indicators, including safety checks, repairs completed within target time and stock condition surveys
- Tenant Satisfaction Measures survey results
Irene asked about the inclusion of water safety checks. LN replied that while legionella was low risk, it can occur and we have a duty to check for it.
Electrical testing is a priority of the social housing regulator and we have an ambitious plan to complete tests to all our properties within a 5 year period by March 2026. It’s a four-hour test, so the target is challenging. The panel could focus on this at a future session – how properties are prioritised, milestones and targets.
Tenants not giving access to properties is a real challenge, eg for Stock Condition Surveys which include a health and safety visit. It is a requirement for every property to have one and if a tenant does not allow access, we can go for an injunction and a warrant. The panel can consider this in more detail at a later date. AM to action.
Kim asked if we charge for no access and LN replied we can consider that as a chargeable job. If a tenant has mistreated the property, there is a process we can follow. Home visits such as the stock condition survey can also help identify any safeguarding concerns or support the tenant may need.
Moving on to the indicators around repairs, some of these are a little off target for December – potentially due to the time of year and issues of gaining access. However, the year-to-date figures are still performing well.
At the November panel meeting, tenants asked about some additional indicators. LN explained that we can’t currently measure properties that meet the moving out standard when vacated, but we are working out how we could do that and the panel will be kept updated. We can charge a tenant for not leaving a property at the correct standard and this can be passed to a debt recovery agency. Stock condition surveys should help identify early issues, so conversations can be had with the tenant before they vacate the property. TO added that properties are photographed when vacated, as evidence of the condition the property was left in.
Lisa felt the timescale given to move properties can be too short, only a few days, and a longer period can be needed. DF responded that it is a fine balance and longer periods of empty properties affects rental income, which in turn impacts on budgets.
DF ended this part of discussion by saying the scorecard covers key areas of the service. Panel members are welcome to suggest any other indicators they would like to see at any point. Panel members agreed they found the performance information helpful. They will continue to receive updates ahead of future panel meetings.
5. Deep dive: Condensation, damp and mould
Panel members had previously asked to be able to consider these issues in more detail, so the focus of today’s panel was dedicated to it.
Panel members were shown a video which has been made for council staff who go into people’s homes (eg social workers, health visitors), so they can identify issues such as this. While this version of the video isn’t suitable for a general audience, DF suggested it can be re-edited for use on social media and the panel agreed that would be helpful.
TO asked whether the content was right? There was some discussion about whether people in general know how to reduce condensation – eg putting lids on pans, not drying washing indoors and opening windows to help ventilation. It was felt that this kind of basic advice isn’t necessarily widely known. Lisa asked if advice around condensation could be mandatory for new tenants to receive as part of the new tenant pack.
Trish pointed out that many people don’t have washing lines to dry outside and there are no drying facilities at communal blocks. While these would incur a cost to install, there would be longer term savings by reducing repairs related to mould. DF explained that some time ago it had been agreed with tenants not to continue repairing washing line posts and these are hard/expensive to retrofit.
There was then discussion on how lifestyles have changed over the years – people have constant hot water now so can shower/bathe more often; and modern doors and glazing mean properties are draught-proofed which reduces natural ventilation.
TO explained about the new video diagnostic tool our service offers, which allows the call handler to temporarily access a tenant’s phone camera so the tenant can show them exactly what the problem looks like. Irene asked what would happen if you didn’t have a phone with a camera. In that case, the call handler will establish if anyone living at the property is classed as ‘high risk’, in which case someone will be sent out to clean away mould on the same day. If there isn’t, the tenant will be sent the advice leaflet, with a follow-up around four weeks later to see if the problem has been resolved. If not, a surveyor will be sent out.
Discussion moved on to how we can improve communication around these issues, with suggestions to target specific areas which have higher incidences, considering the life experience of tenants and the support they have, and offering advice on energy bills and tariffs if tenants are reluctant to put on heating.
TO outlined how our repairs team has met with other council landlords to discuss approaches to these issues, and some of them are taking on some of our actions – such as the video diagnostic tool.
The new Condensation, Mould and Damp Policy has now been signed off by Cabinet. Notes of that meeting can be read on the Council website
A new ‘report it’ form for council employees visiting properties makes it easier for them to report any instances of mould or damp that they see, so action can be taken.
Suggestions from today will be taken forward and an update with actions brought to the next panel meeting.