Issue - items at meetings - Customer Access Phase 3 - Customer Service & Access strategy for Housing & Social Inclusion

(1)       That the Customer Service and Access Strategy that is presented with the report as Phase 3 of the Customer Access Review, be approved.  Key areas for action within the strategy include:

            (a) Promotion and support for customers to use more effective methods for accessing housing information and services in line with council-wide ‘Improving Customer Experience’ work and our corporate Channel Shift Strategy.

(b)  Consultations with staff on staffing structure to support proposed new customer access arrangements and service improvement.

(c) Consideration of opportunities for further office moves and best future use of some housing offices – notably Manor Place Housing Office and Victoria Road Housing Office.

42.1    The Cabinet Member considered a report of the Strategic Director Place which provided an update on the review of customer access arrangements for the Housing Management Service and presented the Housing & Social Inclusion Customer Service and Access Strategy for consideration.  

42.2         Councillor Peltzer Dunn referred to paragraph 2.1 (3) in relation to the Victoria Road Housing Office.  He stated that there was a perception from tenants and leaseholders in the West of the city that all their services were being taken away from them.  He stressed that it was important to reassure the residents that this was not the case. 

42.3         The Head of Housing and Social Inclusion concurred.  He stated that he was in discussion with officers about this issue.  Officers would ensure that residents were fully kept up to date and engaged in the process.  Residents would get the same service in a different building in the same location.

42.4    RESOLVED - (1)      That the Customer Service and Access Strategy that is presented with the report as Phase 3 of the Customer Access Review, be approved.  Key areas for action within the strategy include:

            (a) Promotion and support for customers to use more effective methods for accessing housing information and services in line with council-wide ‘Improving Customer Experience’ work and our corporate Channel Shift Strategy.

(b)  Consultations with staff on staffing structure to support proposed new customer access arrangements and service improvement.

(c) Consideration of opportunities for further office moves and best future use of some housing offices – notably Manor Place Housing Office and Victoria Road Housing Office.

Report of Strategic Director, Place (copy attached).

37.1    The Committee considered a report of the Strategic Director Place which updated members on the review of customer access arrangements for the Housing Management Service and presented the Housing & Social Inclusion Customer Service and Access Strategy for consideration.

37.2         The Head of Customer Access & Business Improvement presented the report and asked members to comment upon the Customer Service and Access Strategy that was presented with the report as Phase 3 of the Customer Access Review.

37.3    Chris Kift stated that he had looked at the hub in Bartholomew House.  He had found it easy to access and it was comfortable, welcoming and very cheerful.  However, he had noted that there were a lot of empty spaces and people waiting to be seen by a member of staff. 

37.4    Councillor Robins referred to recommendation (3) in relation to Victoria Road Housing Office. He asked what was meant by “best future use”.  The Head of Housing & Social Inclusion replied that a decision had been made at Cabinet in March 2011, under the previous administration, to market the Victoria Road Housing Office.  The proposal was to re-locate the office to the newly refurbished Portslade Town Hall which was just across the car park.    Staff were looking to work with residents to ensure a smooth transition to the new hub. 

37.5    Councillor Robins stressed that this proposal would involve taking away car park spaces.  He stated that there was no bus route to the office and he asked how residents could be expected to get to the office if there was no car parking. 

37.6    The Head of Housing & Social Inclusion stated that he could not comment about the car park but accepted that Councillor Robins had made an important point.  Many residents to the west of the city wanted face to face access in other areas of the city as well as Portslade.  There were plans to allow these residents additional access to an office in the Hangleton & Knoll area.

37.7    Chris Kift made the point that not everyone had cars.  There was no car parking at Lavender Street or Oxford Street.  He had been able to get to the Portslade office recently.  If he had been able to get there in a wheelchair, then most people would be able to get there.

37.8    The Chair shared Councillor Robin’s concerns.  The office was not on a bus route.    

37.9    Tina Urquhart expressed concern about access to the office without a car.  She had not heard about the proposal before. 

37.10  The Head of Housing and Social Inclusion explained that the decision to market the property had been taken in March 2011.  It might be a long time before the property was marketed. The report was flagging it up.  The council wanted to involve tenants on refurbishment to Portslade Town Hall.  

37.11  Councillor Mears expressed concern with the emphasis on social media in the report.  She felt that the council should ensure that it communicated with residents who could not, or did not want to access the internet.

37.12  David Murtagh referred to the free paper sent out with the Brighton & Hove Leader.  He stressed that the Leader was not delivered to certain areas of the city.  However, he reported that communication with council officers had improved in Moulsecoomb. 

37.13  Trish Barnard questioned how the proposals could be communicated to people who did not speak English.  The Chair replied that the council were aware of this issue and did have access to interpreters.

37.14  Councillor Mears referred to the proposed move of the Manor Place Housing Office.  The office was currently in a level area in the lower part of Whitehawk.  She was concerned that moving the office to Whitehawk Library could cause problems.  The twitten leading to the library was icy in winter and elderly people would find have difficulty accessing the office.   

37.15  The Chair explained that she had held discussions with the bus company regarding the possibility of getting a bus re-directed to the library.  She was also talking to the Head of Customer Access & Business Improvement regarding access.  The aim was to find solutions to these issues.

37.16  Beverley Weaver stated that she was very concerned about the proposal for the Portslade office.  She asked if the service would be the same after the move.  The Head of Housing and Social Inclusion reaffirmed that issues regarding the move would be addressed.  Meanwhile, the strategy would provide more time for officers to spend on the estates.

37.17  Councillor Peltzer Dunn referred to the section of the strategy titled “Optimising existing channels”.  The figures quoted underlined the need for balanced change.  It would be helpful to have a more detailed report to a future meeting.   

37.18  Barry Kent referred to table 1, “Transaction costs for different channels.”  He asked how officers could put a value on communication.  The Head of Customer Access & Business Improvement explained that the table was not just about cost.  The idea was to show that the cost of dealing with customers face to face was high.   If the internet was used it would save money and officers could use the reserve to help people who needed face to face contact. 

37.19  Councillor Pidgeon made the point that although the needs of disabled people had been discussed, he had not heard any discussion about the needs of totally blind people.  He questioned how many blind people would want to walk through a library to get to the housing centre.  

37.20  The Head of Customer Access & Business Improvement stated that officers had thought about residents with a range of disabilities.  She mentioned that BrowseAloud was used by people who were blind/short sighted.  The technology allowed print on the screen to talk back to users.  

37.21  Councillor Pidgeon made the point that most people went blind between the ages of 65-70.  He considered that they were too old to use a computer.

37.22  Jean Davis mentioned that Beryl Snelling would love to come to the meetings of HMCC, but was unable to attend as there were no wheelchairs in Hove Town Hall.  The Chair stated that this matter would be investigated. She felt that it should be considered in relation to the council’s equalities policy. She thanked Jean for raising this matter.

37.23  Councillor Jarrett raised the issue of elderly people and the use of computers.  He reported that Age Concern had run pilots regarding the use of computers. There had been a significant uptake, and this needed encouragement. There was a wide range of related technology used by people with sensory and visual impairments.  

37.24  Councillor Pidgeon explained that he had had to deal with a blind person for 44 years.  He stressed that not all people could cope with the technology.  The Chair thanked Councillor Pidgeon for raising this issue and suggested meeting with him to discuss the issue further. 

37.25  Chris Kift mentioned that he used to be an IT tutor.  One of his students was 86 years old.  He had gained basic qualifications.  Another student was a war veteran who had lost his eyes.  He had got on well and had received a Braille certificate.  

37.26  The Chair thanked Chris but stressed that Councillor Pidgeon’s point was that not everyone could use the internet.

37.27  RESOLVED - (1)  That the Customer Service and Access Strategy be approved.

(2)       That members’ comments on the strategy be noted, and that it be further noted that key areas for action within the strategy include:

            (a) Promotion and support for customers to use more effective methods for accessing housing information and services in line with council-wide ‘Improving Customer Experience’ work and our corporate Channel Shift Strategy.

(b)  Consultations with staff on staffing structure to support proposed new customer access arrangements and service improvement.

(c) Consideration of opportunities for further office moves and best future use of some housing offices – notably Manor Place Housing Office and Victoria Road Housing Office.