Agenda item

To consider a report seeking the views of Scrutiny members on the latest draft of the ‘Responsive Repairs Policy for Tenants of Council Houses’. Following discussion at Scrutiny, the draft will be subject to tenant engagement to shape the final version prior to a formal decision on its adoption.

The committee considered a report seeking members’ views on the latest draft of the Responsive Repairs Policy for Tenants of Council Houses.

Officers provided an overview, noting that the draft would be subject to tenant engagement to shape the final version prior to a formal decision on its adoption. In response to questions from members it was noted that:

·       27,000 repairs and servicing appointments on council homes were carried out annually, and a considerable effort was being made to deliver repairs more quickly and on a first visit where possible. The policy aimed to help tenants better understand what they could expect and enable them to hold the Council to account, and was aimed at refreshing and updating the existing repairs policy to make it more customer-facing and to reflect recent social housing sector changes including the introduction of the Regulator for Social Housing and Awaab’s law.

·       Of the three repairs categories, 100 per cent of Emergency repair reports were attended within 24 hours and sooner where possible. On average General repairs (within 20 working days) were completed in 11.9 days and there was a current target of 85-90% for completing Planned repairs within 65 working days. The end of a post-Covid backlog in Planned repairs was being reached; for the small number of repairs which ran over 65 working days a process was in place to interact with and reassure residents.

·       Updates were sent to tenants by text in the lead-up to work being carried out. Most complaints about the service focussed on poor communication and it was recognised that some residents had been let down in the past, but there was renewed emphasis on improving communication and engagement through tenants’ associations, drop-in sessions, newsletters and factsheets, the tenants’ scrutiny panel, and in-person surveys around void properties.

·       This was a service for which many Councillors received a lot of correspondence especially around out-of-hours repairs, and the need for clarity of expectations and reassurance that help was coming was emphasised. It was confirmed that proposals to improve out-of-hours cover were under consideration by officers.

·       Members made several suggestions to increase the accessibility and clarity of the policy for tenants, including inserting a clearer statement of which properties were covered by the policy; reducing jargon and providing hyperlinks to industry definitions where used; and producing a booklet version using photographs and more accessible language and layout.

·       It was suggested that the language around tradespeople and contractors being unable to obtain access could be more sensitive to tenants with work and other commitments. The need for sensitivity to individual circumstances and vulnerabilities, including around domestic violence or hate crime, was emphasised. The repairs team recognised that tenants had a range of vulnerabilities, and it was hoped that a customer-first approach would demonstrate improvements in the service.

·       Members also suggested that the breakdown of CYC and tenant responsibilities could be more comprehensive, that outside decking could be added to the list of works where CYC permission was required, and that greater clarity could be provided around what constituted an Emergency repair. Communal areas were outside the policy, but officers would ensure that clear information around relevant contacts and expectations would be made available to tenants where applicable.

·       While this was a responsive document about repairs, officers were sensitive to the climate change impact of repairs work, including in the material supply chain and the new electric fleet would help reduce carbon emissions; incorporating climate and energy efficiency into the policy could be considered. Going forward there would be closer working with residents to shape and develop communities, including through the Neighbourhood Model.

·       With reference to the use of contractors, the Council had a duty to ensure value for money and other Scrutiny reports had highlighted the need to improve contract management generally. Contractor costs were carefully measured and doing more work in-house in some areas was being considered for future, including possible apprenticeships.

·       The stock condition survey was nearly complete and would facilitate a data-led approach to future repair work. It was expected to identify an increase in damp and mould issues and necessary repair work but would provide an essential framework for allocating resources over the coming years.

Resolved:  To note the report and request that officers take the committee’s feedback and suggestions into consideration in developing the Policy.

Reason:     To keep the committee updated on the development of the Responsive Repairs Policy.