Agenda item

Report of the Director of Community and Children’s Services.

The Sub Committee received a report of the Director of Community and Children’s Services  which provided Members with  Housing Service performance and management information in key areas. Members noted that the report is submitted twice yearly; this report covered the period from 1st October 2021 to 31st March 2022 (i.e., Quarters 3 and 4 of 2021-22).

During the discussion on this item, the following points were noted:

1.       Members were pleased to note the improvement in the arrears figure as we emerge from the pandemic. Officers advised that there are 4 specialist income recovery officers based on the estates, who also offer support and advice about rent and general finances, working with the relevant agencies and signposting to the City Advice service.  These services have a good take-up on the estates, as the officers cover relatively small areas and get to know the residents.

2.       The last couple of meetings of this Sub Committee had received 2 reports on some of the higher profile housing complaints and how they were being resolved.

3.       The Property Information Boxes are checked monthly, to ensure they contain estate plans, details of vulnerable residents and information for the Fire Brigade.

4.       There had been some confusion amongst residents as to the responsibility for making-good works that they are responsible for.  Whilst tenants would be expected to provide their own contents insurance, making-good after structural defects is the  responsibility of the Landlord; i.e., the City of London Corporation.  Members made a number of suggestions: i.e. - taking photographs before and after works, and the use of signing off sheets at each stage.  The Assistant Director agreed to follow up on these suggestions as part of the responsive repair contract renewal.

5.       There is a dedicated repairs line and phones available in the estate offices for residents’ use.  Members were encouraged to let officers know of any residents experiencing problems.

6.       Wider customer services were also being reviewed, beyond the main repairs contact, and Members would be involved in this. 

7.       The current repairs policy is on the City Corporation’s  website (in the Tenants’ Handbook) and Members were encouraged to look at this and suggest enhancements.  More information could also be obtained from the informal meetings with residents, as discussed earlier.

8.       The Housing Team was emerging from a restructure, as part of the Target Operating Model, and there would be a new Communications Strategy as part of this.  There was a new Resident Involvement Manager in post and Members would be consulted on the Strategy.

RESOLVED, that – the report be noted.