Agenda item

Scrutiny of the 2 reports outlined below.

The Cabinet Member for Housing and Regulatory Services presented 2 reports, BCP Homes Performance Update and BCP Homes Annual Complaints Performance and Service Improvement Report, copies of which had been circulated to each Member and copies of which appears as Appendix 'B' to these Minutes in the Minute Book.

These reports were taken as 1 item as they were closely linked and covered performance information on how services were delivered to council tenants.

During discussion on the item the following points were raised:

• Satisfaction measured quarterly not annually for more responsive insights. Tenant satisfaction dropped slightly from 81.2% to 79% but remains in the national top quartile.
• Average void time increased due to property condition and nomination delays.
• Void days were discussed and it was explained that that they were counted cumulatively and reset at the start of the calendar year.
• The voids were only tracked from the date a property becomes empty until re-let.  The total days void in 24/25 was higher than 23/24 due to properties being in poorer condition and taking longer to get through nominations.

The second report provided information on the Council’s handling of complaints related to the provision of landlord services to council tenants and leaseholders. The report complied with the requirements within the Housing Ombudsman’s Complaint Handling Code that landlords must produce an Annual Complaints Performance and Service Improvement report for scrutiny and challenge.

164 complaints were received; 16% upheld.

310 were compliments noted.

• ASB was discussed and it was stated that it could escalate throughout the year and could only be measured accurately once a year.  It was recorded in the quarter it was reported in. 
• It was measured in line with government reporting and the tenant satisfaction survey gave more on the story.
• When safe homes were talked about t was normally the condition of the home but now ASB was included in this.
• The team had an improvement plan in place which addressed different issues they were responding to and how they could engage.
• The team reported that they had been awarded housing provider of the year for ASB.

The team reported strong performance in damp and mould responses with rapid response teams and proactive detection.  It was reported that there was a 7 – 8 day response time.

Use of Power BI for real-time tracking and reporting repairs was being tested.

It was reported that BCP homes compliance updates were reported to Cabinet and the compliance report would be provided in November or December.

A better insurance scheme had been implemented, the tenants had contents insurance and the Council had buildings insurance and the housing ombudsman was keen for tenant not to be told to go through insurance if any damages were made to property during repair.  The Council would pay if they were at fault without the need for the tenant to go through insurance.

The Portfolio Holder thanked the team for their work particularly during the time of inspection when there was a period of intense work and business as usual.

Thanks were also given to members of the advisory board.

It was reported that a 5-year strategy would be presented to the Committee when it was ready.

The Chair stated that the Committee would be keen to see the Safer Neighbour Strategy, either at Committee or in a briefing.