Agenda item - Repairs & Improvement Handbook

Report of the Executive Director for Neighbourhoods, Communities & Housing (copy attached).

35.1    Perrin Horne, Customer Service Manager, introduced the report and highlighted the following:

• The original review of the Repairs & Improvement Handbook was completed in 2011 and there had not been any major changes or updates since this review.
• The report had been presented at the Service Improvement Group (SIG) and it would be reported to the Senior Housing Action Group (SHAG).
• The handbook would be published online; however, hard copies would be available with the Housing Department and Customer Repairs team if requested by residents.
• The online version of the handbook would provide links to different sections on the website.

35.2    In response to queries raised by the Panel the Customer Service Manager clarified:

• There was information in the handbook concerning damage being done when repairs were being completed.
• Resident leaseholders had a separate handbook.
• SIG had suggested an item in the handbook regarding home content insurance.
• Mears would have more engagement with residents regarding major repairs.

35.3    RESOLVED – That the Panel agreed to note the report.