Agenda item - Housing Management Performance Report Quarter 2 2017/18

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

(1)      That the report which was circulated to Area Panels in October and November 2017 be noted along with the comments of  the Committee.  

54.1   The Committee considered a report of the Executive Director, Neighbourhoods, Communities & Housing which covered Quarter 2 of the financial year 2017/18. The report was presented by the Head of Income, Involvement & Improvement.

54.2   Councillor Bell noted the improvements made since the last report and thanked officers. In response to questions put by Councillor Bell it was explained that the Repair’s Helpdesk was located in the Housing Centre. On page 313 – Repairs and Maintenance – both 4.7 (responsive repairs passing post inspection) and 4.8 (Repairs completed at first visit) were both red as they were not on target.  The up arrow demonstrated that there had been an improvement since Quarter 1.

54.3    Councillor Mears thanked officers for the report which was very well laid out.

54.4    Councillor Druitt stated that it looked an impressive report apart from customer satisfaction. He asked if there was any information as to how many queries had been referred to other teams and not been followed up. It was explained that one of the areas of dissatisfaction was that tenants felt that officers did not get back to them. Exact numbers were not known, but it was often cited as a reason for dissatisfaction. Officers wanted to be clear about who was taking accountability for an issue and who was checking back to make sure a response had happened. In terms of communications, officers had held a meeting/workshop with several teams to look at what they were trying to achieve for tenants; what was being done well; and what more needed to be done.

54.5   RESOLVED:-

(1)      That the report which was circulated to the Area Panels in October and November 2017 be noted along with the comments of the Committee.