Repairs and Investment Panel - 28 May 2025

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

Attendees

Tenant members: Pamela, Irene, Christine, Kim S, Lisa, Ann

David Foster – Head of Property Services

Dave Melia – Service Manager

Simon Campbell – Customer Relations Manager

Trevor Pringle - Asset Manager

Joe Chater - Contracts Manager 

Martin Louden – Site Manager

Angela Melvin – Housing Engagement Manager

Apologies:

Tenant members: Evelyn, Heather, Kim R, Dawn, Trish

1. Minutes of the last meeting and action log

These were agreed

2. Complaints update – end of year review 

Simon had provided a report in advance for the panel giving an overview of complaints performance for 2024-25.

Simon highlighted the following points: 

• 326 Stage One complaints had been received over the year, compared to 329 the previous year
• The Community Protection team had rejoined the housing service, with complaints relating to that offsetting a reduction in complaints relating to other parts of the service
• 46% of all complaints were upheld or partially upheld, a decrease (improvement) on last year (the national figure for this, provided by the Housing Ombudsman, is 77%)
• 161 complaints related to responsive repairs, 75 of these were upheld – a reduction from the previous year
• Complaints relating to condensation, mould and damp have reduced by around 50%

A tenant asked why so few complaints were upheld.  Simon responded that we want people to complain if they were unhappy, as it’s feedback and gives us an opportunity to put things right. Our timescales might be not the timescales tenants expect, or there can be a difference of opinion – eg if we have provided a service which meets our standards, but the tenant is not happy with our response.  

The next job for Simon and his team is to look at the 75 complaints relating to repairs – why these were upheld and what we can learn from them.  He will be meeting with the repairs team to examine that in detail.  Dave M added that the team doesn’t work in isolation.  Complaints and repairs team leaders get together every week to examine every complaint.  That has had a big impact.  

Dave F added that it is an improving picture and we acknowledge that we don’t get everything right.  Over the year, the team carries out around 50,000 repairs and 14,000 gas services.   The next step is to understand the failings, learn from them and minimise them in future.  

Communication is essential so that tenants feel they are kept up to date and are listened to.  If tenants don’t feel they are being listened to, or their issue is not being taken seriously, it can lead to a complaint.  The panel acknowledged that complaints handling now has much improved.

Simon was asked about differences between geographical areas.  We don’t currently understand why complaints levels vary by ward and there could be a variety of reasons, work is underway on that at the moment.  

The panel will continue to receive complaints reports ahead of each meeting. 

3. Performance update 

Tenants had received in advance: 

• Repairs and Investment performance scorecard 
• Tenant Satisfaction Measures survey report 

Scorecard

Dave M took the panel through the indicators on the scorecard and highlighted those where targets were not being achieved. 

Gas safety checks are showing at 99.4%, but there is some additional data to be included and the team are confident this will then show as 100% complete.

Fire safety checks were recorded at 93.7%, DM can now confirm outstanding ones have been completed and once paperwork verifies this we will update the figure to 100%  

Lift safety checks – we have had to report a lower figure than usual as some lifts in our North Tyneside Living schemes were not checked on time.  These are the responsibility of PFI partner Morgan Sindall.  Dave F explained it is a requirement under legislation to do six-monthly inspections, so this is extremely disappointing. All have been completed now, however as they had not been completed by the end of March, this will need to be reported to the Regulator.  The council is taking what action it can against Morgan Sindall for non-compliance with their contractual responsibilities.  

One panel member asked about the indicator on empty homes meeting the Moving in Standard (currently 100%) and how long it is from someone moving out to a new tenant moving in.  Dave F answered this averaged at 21 days, which is higher than it used to be, often due to the condition the home has been left in.  A lot more work is often needed due to homes not being looked after as we would expect.  This also reduces rental income if properties are empty for longer.  The panel would be interested in monitoring the number of days taken to carry out repairs to our empty homes and this will be added to the scorecard.  

The panel would like to understand the empty homes process in more detail, and the process from the point of termination/notice being given through to the property being re-let.  This will involve several teams.  Angela to arrange. 

A tenant asked whether homes should be regularly inspected, so the service can see issues.  Dave F replied that we do carry out tenancy home visits and a new programme of these started last year, but is taking longer than anticipated.  Some of this is due to complex issues being uncovered, some relating to repairs but others relating to safeguarding or safety issues.

The complaints target of 100% responded to on time was slightly missed (97%), but team is doing well to improve and tenant input on this is welcome. 

Tenant Satisfaction Measures survey 

Dave F summarised the results of the 2024 survey, which was sent to randomly selected homes in the autumn.  Results are broadly positive and three key areas have significantly improved:

• Providing a home that is safe
• Approach to complaint handling
• Approach to handling anti-social behaviour 

There are variations in terms of location, with tenants in Battle Hill and Killingworth generally less satisfied than those in Shiremoor and North Shields.   A tenant asked why that was?  Dave F responded that we don’t know and offer the same service across the borough.  It could be due to different types of housing in those areas, different types of accommodation or tenant profile, and tenants being affected differently by issues such as the cost of living.  The tenancy home visits will help us understand this.  Angela added that tenant drop-ins are currently being arranged for July, with venues in Battle Hill and Killingworth being specifically included to give tenants there an opportunity to come and speak with us directly. 

Another member asked why our TSM scores were often lower than the national average.  Dave F said that we are working to understand reasons behind tenants’ views for each measure, we are close to the national figure in many cases.  We may need to promote what we do more, to tell people what we are doing to improve.  Our tenant involvement is getting up to speed now, having lapsed during Covid, and plans are in place to help us do better.  

TSMs are an annual survey, the next one will go out in September/October.  The last one was done on paper, with an option to complete it online.  The team is considering an alternative method for the next one, which could include phone calls.  The panel were unsure about that, however, and whether tenants would answer the phone if it was showing an unrecognised caller.  

The discussion ended with Dave F confirming that the key thing for the council with TSMs is understanding the areas we haven’t performed well in and making a change to improve.  

4. Electrical inspections and stock condition surveys update

Electrical inspections

Joe ran through an update on electrical inspections.  New legislation has imposed a five-year timescale on all properties having had an electrical safety check, which was previously every 10 years.  Our electrical inspection programme has always been strong, but that change of timescale means some of our properties are not within the new standard.  We use six subcontractors and an in-house team and are working to complete these as early as we can, allocating an extra £1.3m extra per year to catch up to the Regulator’s requirements.  

Currently, 130-150 tests are being carried out per week, in targeted geographical areas.  As at May 2025, electrical testing certificates had been issued to:

• 59.9% of properties in the last 5 years
• 73.7% of properties in the last 10 years
• 25.10% of properties more than 10 years ago
• 1.3% of properties have no record

Our key priorities are: 

• Accessing remaining ‘no record’ properties.  We have 14,000 properties and relates to fewer than 200
• Addressing properties with over 10 years since last inspection, and those approaching expiry
• Progressing through the 5–10 year inspection cycle properties 

We are working toward full compliance by the end of this financial year (March 2026).   A recent internal audit has shown positive results, highlighting some areas to focus on, but raising no major areas of concern.  

A positive bi-product of the programme is identifying tenants needing additional support, eg around safeguarding or health issues, and it has been good to be able to help people.  Our subcontractors are reporting concerns they come across too.  

If the testing finds a problem, remedial works are carried out before the technician leaves.  For more significant jobs, an appointment is made with the tenant before they leave.   We carry out quality checks on all certification that comes in, from all subcontractors.  

A discussion was held around the challenge of getting access to complete safety checks.  A tenant focus group on the issue in April generated ideas on how we can get the message across that tenants need to allow us access to complete essential checks when we need to.  A communications plan is in development, starting with the council magazine in July.

Stock condition surveys 

Trevor explained these surveys look at things like the condition of the roof, the kitchen and bathroom, and pointing, to identify when things might need replacing which we can then build into our 30-year investment programme.  

The national Regulator now requires providers to have 100% of properties with an up-to-date survey.  We used to do 10% of our properties every five years, so this is challenging in terms of resources and getting access to properties.  

Plans are in place now to get our own stock condition surveyors in place, our partner Capita has surveyors to carry these out on our behalf.  Progress is being made and 46.8% of our stock has been surveyed in the last five years.  We are aiming to complete the remainder by March 2027.

The surveys are identifying issues which need remedial work, eg a lot of tenants have removed handrails and bannisters, which need to be replaced on safety grounds.  The additional money required to pay for this puts pressure on budgets and the repairs team.

A tenant asked whether one appointment time could cover more than one check or test, Dave F replied that timescales don’t always align when tests are due, but we do this when we can. 

There was discussion in the group around appointment letters and appointments not always being convenient.  Tenants are always able to change an appointment time if it is not convenient.   We also encourage tenants to keep us up to date with changes in contact details.  

5. Any Other Business

The panel was asked to let Angela know of any additional topics they would like to consider in future.