The Group Chief Executive then left the meeting and David Vessey then continued the meeting as Chairman.

Transcription

1 Tenant Services Consultative Forum Held in the Ground Floor Conference Room Brook House, Ouse Walk Huntingdon Thursday 3 February 2011 at 12.00pm Minutes Present In Attendance Apologies Mr Chan Abraham, Chairman Mr David Vessey, Tenant Board Member Vice Chairman Mrs Janet Boston, Tenant Board Member Mrs Georgina Corley, Design Review Group Mr James Corley, Tenant Board Member Mrs Sylvia Douglas, Design Review Group Mr Alex Gibson, Oak Foundation Forum Mrs Monica Gregory, Oak Foundation Forum Mr Paul Homewood, Tenant Board Member Mr Geoff Morris, Disability Advisory Panel Mrs Irene Thresh, Disability Advisory Panel Miss Joanna Wells, Oak Foundation Forum Mr David Burling, Leaseholder Mrs Heather Channing, Oak Foundation Forum Mrs Nelly Bird, Resident Mrs Janet Gibson, Resident Mr Nairn Davidson, Performance Review Supervisor Mr Nigel Finney, Executive Director (Operations) Mr Alan Haines, Community Services Manager Ms Allison Nunley, Tenant Involvement Administrator Mrs Noorieh Saadat, Leaseholder Miss Mandy Wright WELCOME The Chairman welcomed the attendees to the meeting and stated that regrettably, due to emergency business that was pressing he would be unable to stay for the duration of the meeting. He therefore proposed that the TSCF formally appoint the Vice Chairman, duly proposing David Vessey who was seconded by Sylvia Douglas. TSCF members were unanimously behind this and Mr Vessey was declared Vice Chairman and accepted the appointment. The Chairman then thanked Sylvia Douglas and David Vessey for their contribution to the very successful meeting with the Tenant Services Authority (TSA) that had taken place earlier that morning. The Group Chief Executive then left the meeting and David Vessey then continued the meeting as Chairman. The Vice Chairman welcomed all and thanked everyone for their support. MINUTES OF MEETING HELD ON 14 OCTOBER 2010 The Minutes of the meeting held on 14 October 2010 were reviewed in detail and approved as a true record. MATTERS ARISING - 1 -

2 (i) Mr Finney updated the meeting regarding the tenants who were disruptive at a previous Residents Conference. He stated that they had been invited to a meeting with the Group Chief Executive, and a further Special Panel meeting with Mr Tom Stevens, Chairman of the Luminus Homes Board. Regrettably they declined to attend both meetings. In an effort to resolve the issues a Special Panel meeting comprising of Mr Stevens and two tenant Board Members was held on 2 February to review the evidence in detail and come to a decision about all the issues, allegations and complaints made by the tenants. The outcome of the meeting would be reported in due course. (ii) Customer Service Training Mr Finney stated that as part of the most recent strand of our customer service training approximately 80 staff had been trained on telephone skills. All staff have reported that they found the training to be very useful and that they are using the new techniques to further improve their communication with our customers. UPDATES AND PROGRESS REPORTS (i) TENANT, RESIDENT AND COMMUNITY INVOLVEMENT UPDATE Approve the Special Standards Promoting Good Behaviour and Gardens to be Proud Of Mr Finney stated that there was a very positive response at the Residents Conference to the two new special standards. He stated that there had been a couple of amendments since the Scrutiny Panel Meeting and the final draft will be published in a couple of months. NG then commented that he hoped we shall all see a significant improvement in the standard of tenant s garden and in seeing better behaviour in the coming year. Feedback from Residents Conference 29 January 2011 Mr Haines referred to initial feedback we had gleaned from those forms so far returned by the many residents who attended the last Residents Conference. He said that 17% of the attendees were first timers which showed that we continue to attract new people to the conference. There were also very high satisfaction levels generally with 100% finding the presentation on the subject of Our community safe and secure either very or somewhat useful. Mrs Douglas raised the issue of the I support good behaviour window sticker she suggested that for areas such as Glenariff, it would be good to have a larger version on a sign post outside of the premises. Mr Finney thought this was a good idea. Mr Finney referred again to the conference feedback and noted that 63% of those attending the conference found the Octavia Shop useful. It was very pleasing that 492 had been spent by residents on high quality household goods. Scope of the review of the Tenant Involvement Policy and Strategy Mr Haines stated that as the current Tenant Involvement Strategy covers the years 2009 to 2011 it was now the appropriate time to review it. Much of it is still relevant, but it must be updated to include our new approach to tenant involvement that we consulted on throughout 2010 It was agreed that this - 2 -

3 would be a key agenda item at the next TSCF meeting in June (ii) SERVICE AND PERFORMANCE UPDATE Setting our performance targets Mr Finney explained in considerable detail the Performance Management framework and answered several questions on performance and targets. He stated that the TSA has put Luminus as a top quartile performer in several key areas. Broadly we are very satisfied with where we are with our progress and that we would aim to set targets that are similar for next year, especially where the cost of the extra resources needed to achieve a higher target outweigh any services. The attendees endorsed this approach. Discussion about the next Special Standard on the internal condition of our homes Mr Finney explained that this new standard would be to encourage tenants to look after their homes in a more responsible way. He recommended that this be discussed at length with the Scrutiny Panel, and then when agreed put to the attendees of a future Residents conference. It was suggested by others members of the meeting that some type of incentive might help some tenants to return their homes in a better condition. After some discussion it was agreed the matter needed further consideration. (iii)improving our approach to looking after communal areas through the Environmental Support Team Mr Finney stated that if the budget allows then Luminus will retain a small number of the Environmental Support Team and they would be tasked to go around areas and tend to communal areas, gardens, graffiti etc. REGULATION, RISK OR MANAGEMENT ISSUES (i) Feedback from Regulatory Meeting with TSA 3 February 2011 Mr Finney updated the meeting on the visit that day from the TSA (our regulator) who had carried out a routine inspection of several areas of service. This was nothing like the scale of the Short Notice Inspection that was carried out in January Mr Vessey and Mrs Douglas had also attended on behalf of the tenants. They reported that the TSA delegation seemed very satisfied with the answers given and felt it went very well. It was noted that the report of the TSA would be published in a couple of months. Mr Finney passed on his thanks to Mr Vessey, Mrs Douglas for their involvement and to Mr Haines and Mr Davidson for their help in preparing for the visit. (ii) Business Plan Mr Finney stated that this would discussed at the Board Meeting next week, he said that there would be minor updates to the plan but did not expect there to be anything significant given that it is regularly reviewed by the TSCF and Boards

4 LOCAL COMMUNITY OR OTHER INVOLVEMENT ISSUES (i) Expanding the Street Representatives Scheme Mr Haines stated that the scheme was running well in Eynesbury and we now want to expand it to be established in other areas in the district. The scheme aims to encourage residents to make their neighbourhoods better places to live. He also stated that it was hoped that by 2013 there would be approximately 200 Street Representatives across the district. Mr Haines also suggested that to keep the momentum of the Street Representatives going Luminus intends to hold a conference once or twice a year to provide training, updates and feedback. Mrs Channing did ask how would the Street Representatives be recognised. Mr Haines stated that they would not have a uniform, but they would have some form of identification on them. We would expect Street Representatives to sign one of our Volunteers Contract which will help to guide them in their role. It was agreed that the Street representative scheme needed the full support of other agencies i.e. District Council / County Council / Police to make sure the scheme is successful. They should be encouraged to attend the Street Representative Meetings Mrs Boston stated that conditions in Yaxley had improved since the introduction of two Street Representatives and she looked forward to more being set up. (ii) Back to Work - Eynesbury Mr Haines stated that the Back to work Club had been launched in Eynesbury, St Neots on 1 February There were a number of agencies in attendance including Luminus, ENMAG, HDC, Job Centre Plus, private job agencies and the Regional College. He said that this is not just about promoting job vacancies but also about giving advice and providing sessions/seminars on various subjects such as gaining confidence, writing a CV and how to prepare for an interview to assist in gaining employment. The next meeting is on Tuesday 15 February at the Bargroves Centre and that HDC had secured funding until April The nearest Job Centre is in Huntingdon following the closure of the St Neots one so this is a very welcome initiative. Mr Vessey asked why Eynesbury was chosen for this initiative. Mr Haines stated that the Job Centre in St Neots had closed and HDC felt that this was the area that would most benefit from this service and to build on the success of a similar Work Club in Huntingdon. It also fitted in well with our Neighbourhood Management role in Eynesbury. Mr Haines also stated that if we can get this scheme up and running then there is always the possibility of expanding to another areas

5 Mr Morris stated that he would be willing to provide training aimed at disabled people getting back into work. ANY OTHER BUSINESS (i) Name Badges Mrs Gibson requested that name badges be updated to reflect recent staffing changes. This was agreed. (ii)community Digital Aerials in Blocks of Flats Mr Burling referred to a document which he had received regarding the new switch over of digital television. It stated that there would be help available for over 75s and those on benefits. He also referred to the current Service Change. Mr Finney stated that we have a programme in place to update all communal aerial systems so they are capable of receiving Free View systems or satellite services. Ms Wells stated that she had surrendered her Television Licence and no longer had a television, however she was constantly being contacted by the Television Licence people and was feeling harassed. Mr Finney suggested that she contact the Licensing Complaints Department or look at the BBC website. (iii)future building of homes Mr Morris asked that due to grants being cut would that have an impact on the housing programme. Mr Finney stated that we felt that our current house building programme should be able to continue. DATE OF NEXT MEETING The date of the next meeting is noon on Thursday 16 June 2011 at Brook House, Huntingdon. The meeting was closed at 3.00pm