Sally O’Sullivan, introduced the report
and advised Members that a new look Key Performance Indicators
(KPIs) reporting format was introduced by the Service and was used
for presenting the Quarter 1 and Quarter 2 performance. Ms
O’Sullivan made further comments as follows:
- As part of the new look KPIs, the
Service also developed a dashboard style way of reporting that was
hope would be more accessible than our previous reports;
- The compliance reports would remain
the same for now as their requirements were prescribed within
policy;
- Officers had also introduced a new
dashboard to show progress on the Tower blocks retrofit and
refurbishment programme;
- Most of our operational Performance
Indicators (PIs) were running as was envisaged;
- In Q2 the team achieved voids target
for the first time since the service came back in-house. This had
been due to the hard work of the voids team and strong contract
management by the Senior Repairs Surveyor;
- The Council was also continuing to
reduce tenant arrears, which had now fallen to under 3.9%. This was
a massive achievement as when the service came back in-house,
arrears were at around 7%;
- Where the Council needed to do
better was with its capital spend. The Council had struggled to
procure contracts over the last six months and finally by the end
of Q2 were in a position to award some key contracts. This meant
that over the next six months, officers hoped to catch up on much
of the capital programme that had fallen behind;
- For the compliance statistics, the
Council was again operating steadily for most workstreams. Worth
highlight was he progress made on the electrical safety programme,
which had increased to 97.67% and continued to increase to a level
where soon officer would feel comfortable to move this service area
to a business as usual workstream;
- Worth pointing out also was that
there was one property that did not have a valid gas safety
certificate. This was because the resident was a hoarder and
officer had been unable to complete all the tests required to
obtain a valid certificate;
- Officers had done everything
possible and there was evidence to show the efforts made should the
Council be approached by the regulator for social housing.
Unfortunately, officers were now having to apply for an injunction
to clear the property to allow these works to be completed.
Councillor Whitehead, Cabinet Member for
Housing made comments as follows:
- As evidenced by the thoroughness of
these reports, a huge amount of work goes into both collecting and
analysing data within Housing, and the comprehensive nature of this
work was something that Officers involved deserve significant
credit for;
- Councillor Whitehead made special
praise to the new dashboard style reporting, which made information
more accessible and very clear to understand, and also welcomed the
inclusion of in-depth reporting on the tower block retrofit and
refurbishment programme.
- This was a huge piece of work that
had already included an inclusive and comprehensive resident
consultation. Inclusion of this as a separate workstream was
exceptionally positive, as it was of interest to both residents and
Members;
- The Portfolio Holder was heartened
that gas compliance had only one outstanding case and that this was
linked solely to very complex access issues. This indicated the
level of effort the Council made and was making to ensure that
residents were being protected;
- The drop in tenant arrears was
extremely positive considering the level of financial stress that
many residents were currently facing;
- This position reflected a huge
amount of support that the TLS team were giving to residents to
help them access support that they may be entitled to and
supporting them when times were challenging;
- The work in relation to voids was
also very pleasing; faster turnaround times meant more families
accommodated more quickly, which was essential to reduce disruption
to families and provide secure accommodation as quickly as
possible;
- The performance reports were always
very thorough, and this was no exception. The Portfolio Holder to
recognise all the work that went into collating and presenting this
information, and extend thanks to Ms. O’Sullivan and her
team.
Members asked questions and made comments as
follows:
- One Member said that all indices
since the service came back in-house were thriving in comparison to
when the service was being managed by East Kent Housing;
- Was there a robust eviction
procedure for when a tenant did not pay rent?
- Were there any plans to lease
Millmead Hall as it was empty most of the time?
- For the resident who was a hoarder
had any safeguarding concerns been raised?
Sally O’Sullivan and Councillor
Whitehead responded to Member comments and questions as follow:
- Yes, there was a robust in-house
eviction procedure. There was a policy position on evictions;
- Millmead would continue to be kept
in-house and could be hired by communities. Currently the building
was being hired the RISE team;
- The issue of the resident who was a
hoarder was a multi-agency matter. Unfortunately, the resident was
not engaging with the Council.
Members noted the report.