RESIDENTS’ FORUM – 11th February 2015
DRAFT MINUTES
Present: William Crilly (Chair); Sylvia Donaldson; Blossom Shakespeare; Niki Louca; Jon Hill; Lindsey Malcolm (observer); Robert Page (observer).
Newlon: Bill Henderson, Director Housing Services; Annette Morrison, Quality Manager; Peter Morina, Housing Contracts Manager; Chris Newport, Fusion Community Partnership Manager; Barbara Duff, Corporate Services Director; Karen Orr, Senior Resident Involvement Officer (minute taker)
Apologies: Martin Hughes,Ruth Cadby, Tracy Nisbett
1. PRIZE DRAWS
1.1Forum members conducted the prize draw for a staff member who had completed the resident involvement survey. This was followed by the prize draw for 20 residents who had completed a similar survey.
2. INTRODUCTIONS
2.1 Introductions were given. It was noted that Lindsey and Robert were attending
the Forum as observers. As the Chair, Martin Hughes, had been unable to attend
William Crilly was chairing the meeting in his place.
3. MINUTES OF PREVIOUS MEETING
3.1 The minutes of the meeting on 18 November 2014 were agreed as a true and
accurate record.
4. MATTERS ARISING / OUTSTANDING ACTIONS UPDATE
4.1 The update was tabled at the meeting. The chair went through the actions and their updates. It was noted that the website portal will be turned on again at the end of February. It was noted that the pilot to give residents calling the service centre an estimated call waiting time had started and was being monitored.
5. KEY PERFORMANCE INDICATORS (KPI’s)
5.1 Bill presented the report which had been tabled at the meeting. In December, the target for answering calls had not been met due to staff sickness and it being a busy month, but prior to this it had been on target.
5.2 The % of repairs completed on target had improved slightly as work had been done manually to ensure completed jobs are recorded. Year to date completion on target was now about 90%. Bill said that from 15 April the new software, CRM, will help Newlon to trace every call about repairs to see if it has been dealt with and this will be reported.
5.3 Performance on arrears is doing quite well and ASB (Anti-Social Behaviour) is on target. Members then asked questions about performance.
Q: is there a way of tracking how many repairs are completed first time?
A: that was not covered in this report but Newlon does collect that information which is showing an 80 to 85% first time completion.
Q: does the repairs performance information include defects?
A: yes defects performance is included in the repairs figures.
Q: is there a distinction between communal repairs and individual repairs? Who chases up communal repairs?
A: yes, although both are included in the performance figures. Communal repairs are not owned by individual residents and are sometimes reported by different residents. So it can be confusing for residents and Newlon. There is a team at Newlon that chases up communal repairs with the contractor.
Q: Do Newlon track and report on outages to residents?
A: this is not specifically monitored.
Q: How does Newlon decide which stock to survey?
A: deciding which stock to survey is determined by the age of the property. Newlon keeps a track of when things like windows need replacing and plans when they should happen. We can ask a Property Services Officer to come to a Forum and explain about stock condition surveys.
Q: is Newlon forgetting about planned maintenance for older properties because of funding and just concentrating on newer homes?
A: Newlon gets loans and grants for new homes and existing homes are paid for out of the rent received for them. It does planned maintenance on both.
Q: Does Newlon have a schedule for its planned maintenance?
A: Yes we do, it’s more of a plan than a schedule. Sometimes we may think that windows in a property have 10 years left but then we go and look and realise its less.
5.4 There was then a wider discussion about defects and repairs. Robert thought that if the repairs figures included defects then the average time to complete a repair would be a lot longer than shown. Bill commented that the repairs performance includes some figures from the contractor and some from us and that we are dependent on what the contractor provides. Jon thought it was important there was a check that defects are completed. Niki commented that a repair could be raised by contractor as a new repair if it has not been completed the first time. Blossom gave an example of her experience with repairs that was still ongoing and where Newlon had been billed for work that had not taken place. Robert & Lindsey both had outstanding defects that had not been completed.
Action – agreed that for the next Forum on 15 April, the Performance Report will include the % of repairs completed first time. Bill to organise.
Action – agreed that for the next Forum, information will be provided on whether defects are included in repairs performance and if they are reported accurately. Bill to organise.
Action – agreed to request that an officer attends to discuss reporting of defects at the next Forum.
Action – agreed Bill to check when a member’s home was last surveyed and when the windows are due for replacement.
Action – agreed to request an officer from Property Services comes to a Forum meeting to explain how planned maintenance is organised and funded for street properties and new build. Also to discuss stock condition surveys.
6. FUSION UPDATE
6.1 Chris Newport, Fusion Community Partnership Manager updated the Forum about the work of Fusion and its future plans. Fusion is the community development partner of Newlon. Next year’s priorities had been proposed following meetings with key Fusion staff and feedback from some members of the Residents’ Forum. They had not been finalised yet. He outlined the headline proposals:
- more work with vulnerable clients as more younger people are getting Newlon homes
- more employment support and which will be delivered in house
- explore neighbourhood plans for areas that have range of issues with statutory and voluntary partners – to identify issues and solutions
- a contingency fund of £18k to pilot new initiatives in boroughs like Enfield. This will be used as a platform to draw in more funding.
- make volunteering opportunities more focussed around work placements with us. Some will need additional support from us
- gardening project where we match up residents who can’t do their own garden with residents who wish to garden
- new enterprise work which will focus on young people
6.2 The plans are still being finalised and will be the main focus of the contract
that Fusion has with Newlon for the next financial year. Chris also informed the
Forum that Fusion have just employed a new fundraiser who will be starting in a
few weeks.
7. ONLINE SERVICES FOR RESIDENTS
7.1 Barbara Duff, Corporate Services Director, asked the Forum for their views
about online services for residents. Barbara said she had been looking at how
Newlon could make use of digital opportunities. She wanted to use the Forum as a
focus group - to find out what people might use digital services for. Then what
residents may wish to access through the portal on the Newlon website. Barbara
conducted a quick engagement exercise with the Forum to consult them
individually. She would use this insight to help develop resident services online.
7.2 Robert suggested that Newlon have a moderated Facebook page to post
official information that they wanted to get out to residents. The example he
gave, was the lack of information residents had where he lived about how the
heating system worked. A post on Facebook could provide residents with the
right information. Other comments and suggestions were:
- whatever Newlon put on line had to be user friendly and ideally residents would not have to register to use it
- Newlon had to get the basics done very well rather than provide every function
- it needs to be updated regularly
- Newlon should have a strategy that deals with negative comments – like TfL (Transport for London) does – perhaps talk to a consultant about getting one
set it up in such a way that Newlon can make the edits itself and doesn’t need a consultant to do this
- it’s not necessary to provide information that is already online elsewhere e.g. information about neighbourhoods
Action – agreed Barbara to consider comments from the Forum and attend again
to update them on Newlon’s plans for online services.
8. ANTI SOCIAL BEHAVIOUR (ASB) UPDATE
8.1 Peter Morina, Housing Contracts Manager, spoke about his paper updating the Forum about ASB. It set out Newlon’s present position, having achieved and exceeded the performance indicators on resident satisfaction with ASB. Peter is recruiting to a new enforcement team. This team will deal with ASB under the new structure and he is planning how to continue the current performance.
8.2 Peter responded to the suggestion from the last Forum about having a mobile enforcement team to deal with ASB issues. The ASB team does not have the capacity to implement this suggestion and does not have the powers to prevent ASB. A member asked why councils have mobile enforcement teams and Newlon does not. Peter responded that Newlon does have one enforcement team contracted in a specific area with certain powers given to them – on the Barnsbury Estate. Councils however, have special enforcement powers given to them. Other comments/questions about ASB included:
- what is the concierge teams’ role in ASB?
- small incidents can escalate if not dealt with and Newlon does not step in early enough
- mobile patrols could monitor and verify noise nuisance
- it’s hard to get the Council’s mobile patrol to come out in Hackney
- some information that Newlon publishes about ASB is contradictory e.g. Newlon’s policy is that laminate flooring cannot be laid, however some residents have done so.
- the Local Authority mobile patrols in Camden went out and witnessed ASB
8.3 Peter clarified the role of the concierge team with ASB. It picks up minor ASB
quicker and can arrange for contractors to come e.g. to clean up fly tipping. It is
not expected that residents will contact the concierge team about ASB.
8.4 Peter noted that if Newlon receives information about laminate flooring in one
of our homes then they will ask the residents to take it out and replace with carpet.
As they are just a team of two they rely on receiving this type of information.
Newlon also have noise recording equipment that could be used.
8.5 Bill noted that Newlon have good relationships with local councils and co-
operates with the police, especially in Hackney and Islington. Local Councils have
the over riding responsibility for ASB with statutory powers and money for this
funded from the rates (rather than from the rents). At Newlon ASB work is funded
through the rents paid by residents. Newlon are unable to patrol large areas but
where there are hotspots, such as Barnsbury Estate, then we do have something
in place. Where there are cases of prolonged ASB, Newlon have in the past used
professional witnesses, recording equipment and CCTV.
Action – agreed that Peter would investigate the report of ASB raised by a
member and visit if needed. In addition, if noise recording equipment is required
then it will be installed.
Action – agreed to bring the suggestion about having a mobile enforcement team
to the attention of the next Residents’ Services Committee.
9. SUCCESSION POLICY
9.1 Annette Morrison, Quality Manager, outlined her paper asking the Forum to look at Newlon’s criteria for agreeing to discretionary succession. She explained that succession is where the main tenant dies and another person “inherits” the tenancy. The other person should have already been living in the home to be able to succeed. There were three types of succession – statutory, by tenancy agreement & discretionary.
9.2 The discussion focussed on discretionary succession criteria with pros and cons. Annette informed members that agreeing succession may mean a home goes to someone not in housing need. So the home could not then be let to someone who was. Discretionary succession creates a new tenancy and therefore a new ability to succeed. The Forum were asked to consider whether discretionary succession was the right allocation of a scarce resource taking into consideration that Newlon has a social purpose.
9.3 Views expressed by the Forum included:
- Newlon should have a mechanism for determining if the person wishing to succeed has a residency elsewhere.
- Newlon should consider discretionary succession if the person applying has been a carer to the tenant who died.
- Newlon should be careful about putting a time frame on how long the carer applying for succession should have lived with the tenant. Because that person may have given up a job and their home to become a carer even if for a short time. Even if they were just granted a home for 12 months that would allow them time to get on their feet.
Agreed: to request that Newlon should take into consideration arrears and ASB when considering succession.
Agreed: to request that Newlon consider discretionary succession where the person applying lived with and cared for the tenant who died and that this should be considered on a case by case basis.
Agreed: to request that Newlon consider checking whether the person applying for discretionary succession has a home elsewhere.
10. HOUSING SERVICES REVIEW UPDATE
10.1 Bill updated the Forum about progress on the Housing review. He said that
after April 13th residents will not be dealing with their housing officers but
different people and teams. He recognised that some residents were very fond
of their housing officers and want a named person contact. The service centre
will be the first point of contact for residents and they will have more resources.
Most of the new staff have now been recruited. Estates and blocks will have
allocated members of the concierge team visiting at least once a month. There
will be two neighbourhood officers who will be in charge of the concierges. The
concierges will be a visible presence and will wear a uniform. We get good
feedback about the concierges.
The Forum asked questions about the restructuring:
Q: how will Newlon deal with the loss of local knowledge held by housing
officers?
A: agree to a point that some knowledge could be lost. But Newlon are writing
down the knowledge so it is not just in someone’s head
Q: does this mean a single person will be accountable when a resident phones
in?
A: it should mean staff take more responsibility when residents contact us,
including for communal repairs.
11. RESIDENT INVOLVEMENT REVIEW
11.1 Karen presented the report about progress on reviewing the Resident Involvement Strategy. Surveys of both residents and staff had been conducted. 146 residents had replied and 51 staff. Nearly a third of staff had replied although it was acknowledged that only about 2% of residents had replied. Residents across all tenures had replied – general needs, intermediate & affordable renters and leaseholders. Results from the surveys showed that Newlon needed to improve promoting resident involvement outcomes. Online involvement was the most popular way both residents and staff said we could improve resident involvement. Pop up involvement was another.
11.2 Due to an initial slow response from residents after the survey was advertised in the Winter newsletter the closing date was extended. Residents were then directly emailed an invitation to fill in the survey to which many more replied. This left a tighter timescale for the joint working group to come up with proposals and then consult the Forum before a paper went to Residents’ Services Committee. The Forum agreed they could be consulted on the proposals by email.
11.3 Noted there is some informal involvement happening at 3 Queensland Road with a resident being very pro-active about involving others. Karen said that the resident involvement team could support this. Residents from 34 Queensland Road have been looking at using Facebook to organise a get together. Jon pointed out whatever online methods Newlon considers using will have to work on different platforms – smart phones, tablets and computers.
Action – agreed to consultthe Forum on specific proposals for the new resident involvement strategy by email.