RESIDENTS FORUM 8 July 2015

Transcription

1 RESIDENTS FORUM 8 July 2015 DRAFT MINUTES Residents Present: Martin Hughes (chair); Sylvia Donaldson; Blossom Shakespeare; Robert Page; Sharon Tate; John Rymell; Lloyd Gale-Ward; John Sadeghipoor: William Crilly; Lindsey Malcolm Staff & Board Members from Newlon: Steve Hitchins; Board Member; Bill Henderson, Director Housing Services; Annette Morrison, Quality Manager (minute taker) ; Apologies: Ruth Cadby; Claudia Wallis; Jon Hill; Fiona Campbell; Sonia Dobson; Karen Orr, Senior Resident Involvement Officer 1. WELCOME & INTRODUCTIONS 1.1. The chair welcomed all and introductions were made. 2. MINUTES OF THE PREVIOUS MEETING 2.1. The minutes of the meeting on 3 June were agreed as a true and correct record. 3. MATTERS ARISING AND UPDATE ON ACTION POINTS 3.1. Defects a table was provided detailing defects outstanding, which was noted LM stated that in Queensland Rd there was a defect issue with the lighting in the bathroom, relating to the fitting which meant that you could not change a bulb without breaking the fitting. Communication another member asked how was communication around compensation for defects ACTION - agreed that Annette will raise the matter of defective light-bulb fittings at Queensland Road with Business Development and check what is communicated with residents around compensation and defects and whether this differs from the main compensation process. 4. KEY PERFORMANCE INDICATORS (KPI s) 4.1. Bill spoke about the Performance Report up to the end of May 2015, focussing on the highlights Lettings - have performed well, as there have been a lot of properties to let quickly, this has unfortunately impacted negatively upon relets, which was also affected by the ending of the Breyers contract. The Forum asked when Wates would be attending the Forum, this needs to be confirmed Call Answering - had dropped off but is now back on target.

2 4.4. Arrears - universal credit cases are starting to trickle through, where the resident is receiving all benefits directly. Bill explained what assistance is being offered, benefits advice & assistance with employment Resident Safety dashboard - the Forum noted that there were a number without up to date data and asked for this issue to be raised, including: % of properties without a valid Fire Risk Assessment (FRA) number of High or Critical FRA actions outstanding Number of High or Critical WSC (water safety actions) actions outstanding The % of lifts safe 4.6. Repairs the % of repairs completed on target and the average number of days to complete repairs was also lacking since April, this was asked to be raised also Number of ASB cases - it was noted that this had increased. Bill said that there was often an increase in the summer months ACTION: agreed to ask Property Services for the missing data from the Resident Safety Dashboard and from the % of repairs completed on target and the average number of days to complete repairs to be provided. Information also to be provided about why the data was missing in the performance data provided to this Forum. 5. COMPLAINTS 5.1. Annette summarised her paper about Complaints. This showed that there was a number of Stage Zero Complaints that had been received, which had not previously been logged, so were not recorded. Complaints are being responded to within target. There had been a spike in cases escalating to Stage Two, but this has dropped, as Stage one s are being managed differently to ensure all actions are completed The report also summarised cases that had been reviewed at Complaints Case panels. BS was asked for her view on how the Residents Panel was working. She stated that Robin was good at updating the Panel members she thought that complainants should be happier as they are dealt with quicker. JR asked when should you complaint and asked whether staff should identify this, advising residents when they should. JR said that he had had a complaint, Bill said that he would take up these issues The Forum asked whether staff could take a more pro-active approach so matters get logged as complaints, for example when a resident reports a matter 4-5 times, at what stage should that be logged as a complaint.

3 5.4. It was noted that there was a typing mistake on the last page of the Complaints Review Report as it should state 55% satisfaction rather than 5%. Satisfaction levels have increased ACTION agreed that Bill will raise with staff about taking a more pro-active approach in checking with residents whether they want matters they raise with us to be logged as complaints ACTION agreed that Bill would look into a complaint raised by a member. 6. WEBSITE PORTAL 6.1. Bill stated that we had had a website portal via Orchard, our main database. However there had been problems and we were looking at developing a new one via CRM (Customer Relationship Management system). Initially this would be focusing on Repairs and Rents The paper circulated outlined some self service options for the portal and the Forum were asked what they would like to see included. Including these self service options for repairs would mean that residents using the portal could check whether communal repair/s already been reported and so prevent duplicate reporting. Members agreed with all those options proposed in the paper and also asked whether the portal could include: My Home; My Block; My Street 6.4. ACTION agreed the new website portal should include all the self service options for repairs and rents suggested in Bill s paper. For repairs these are: Report a repair using diagnostic tool; check status of repair; check appointment times and dates and view repair history (likely to be limited to 6 months). For Rents these are: view statement & check payments and make payments ACTION agreed to investigate whether the portal could include my home; my block and my street self service options. 7. RESIDENT INVOLVEMENT UPDATE 7.1. AM stated that the Resident Involvement plan had been devised based on the strategy and the feedback that had been received. It was agreed that this was a good plan. John S said he was particularly interested in the meetup initiative. It was asked whether Newlon s Digital Strategy could be sent out to the Forum, this was agreed.

4 7.2. JR requested Newlon look into which groups of Newlon residents were not being reached by resident involvement either geographically or ethnically, this was agreed Estate Champion role AM said that we had previously had 2 roles Estate Champion and Estate Inspectors for residents with differing levels of responsibilities and also payment. We had done a recruitment drive earlier in the year, but unfortunately it coincided with the restructuring of the Housing department so the Housing Officers did not fully utilise the new recruits. We are now reviewing these roles with a view to streamlining these and recruiting more where needed. The Estates team will be contacting the existing estate champions/estate inspectors to get them involved in estate inspections soon The Forum agreed the draft Role Description for members in principle, but wanted the following amendments To make clear that Forum members do not expressly represent people where they live, but are expected to represent all residents. To be willing to participate in other involvement activities to be rephrased, as unclear what this meant; To declare any potential conflict of interest can examples be given so people are clear what is expected around this; Under knowledge of housing management can it be made clear that this is not essential at the point of recruitment but to be gained over time; It was requested that Karen send the link to TPAS training; It should be added that individual members should not raise their individual concerns at Forum. Clarification to be provided on how people should claim voucher/expenses ACTION agreed Karen to send out Newlon s Digital Strategy to Forum members ACTION agreed Karen to investigate which groups of Newlon residents were not being reached by resident involvement either geographically or ethnically ACTION agreed that the Estates team will contact the existing estate champions/estate inspectors to get them involved in estate inspections soon ACTION agreed Karen to incorporate the amendments from members into a final draft of the Forum Members Role Description.

5 8. RIGHT TO BUY AND BUDGET UPDATES 8.1. Bill went through the Right to Buy regulations as they currently stand explaining the existing cap is 103,000. And then summarised the proposed changes following the recent budget. It was made clear that no detail as yet has been provided on how this will work. Current details were: Rents to tenants will be reduced by 1% over next 4 years; Benefit cap to be reduced to 23,000 a single parent with 3 children would not be able to afford a property with rent over 150 p/w; Income Ceiling anyone earning over 40,000 in social rented housing (this is the joint salary of 2 highest earners) will have to pay at a near market rent level. 9. POLICIES 9.1. Annette went through the list of policies that had recently been reviewed and those yet to be reviewed and asked whether the Forum wanted any to be brought to the Forum for further discussion. It was noted that Defects should have been included in the list of policies that have been reviewed. The following suggestions were made Cycle Parking what is Newlon s policy for old and existing schemes? What is the ratio of residents per cycle space, is this any different when a no parking scheme? What policies have been the subject of a complaint? ASB in particular the use of signs including No Ball Games, can this be brought to the Forum? It was asked what work do we do on trying to change the behaviour of the children causing a nuisance? It was stated that residents sign the Good Neighbour Agreement; this should be brought to a future Forum meeting ACTION agreed that Newlon s Good Neighbour Agreement and approach to No Ball Games signage will be brought to a future Forum. 10. FEEDBACK TO/ITEMS FOR THE RESIDENTS SERVICES COMMITTEE (RSC) or BOARD Steve Hitchins said that he wanted to thank the work that Karen had done, the Forum are working well, with good membership, we've gathered a lot of feedback and are focusing on greater residents participation in the Residents Services Committee (RSC). SH also said that it would be good to get the Scrutiny Panel feeding in more to the RSC. It was noted that the reports from Scrutiny Panel were reported to RSC, but that there should be a greater link between Forum and Scrutiny Panel AM stated that Karen had provided a paper for the Forum on the Scrutiny Panel s most recent meeting in which they looked at voids and setting up rent account. The recommendations had been reported to RSC.

6 11. FUTURE MEETING The next Forum meeting will be held on Wednesday 2 September at 6.30pm. The proposed agenda includes: A presentation plus Question & Answer session by Wates Living Space, the new repairs and maintenance contractor. Mark Newstead, Newlon s Property Services Director will also be attending. Call handling including the Service Centre call waiting messages & knowledge base articles