Agenda item

During the last municipal year, the Tenant Scrutiny Board undertook a substantial inquiry into East Leeds Responsive Repairs. Recommendations arising from the Inquiry were submitted to Housing Leeds for formal response.

This report introduces that response from Housing Leeds around the Board recommendations and the decisions on whether to accept these.

The Chair introduced Simon Costigan, Chief Officer, Housing Leeds to the meeting. SC thanked the Board for their work on East Leeds Repairs in the past year and noted that he would be addressing each of the recommendations the Board has made.

Recommendation 1 – accepted. This was accepted and all new staff are part of the training regime and linked to the Contact Centre training programme.

Recommendation 2 – accepted. SC explained we have started introduction of Total Works. Phase 1 operational and Phase 2 is now being rolled out which will complete the rollout of the new system.

Recommendation 3 – accepted.

Recommendation 4 – accepted. SC explained that a lot of analysis is carried out on customer complaints and look at trends. We are now looking at more sophisticated such as areas and property types, trades and operatives to give a wider picture.

Recommendation 5 – accepted. We are ensuring training is more robust to ensure this and this links into recommendation one.

Recommendation 6 – accepted. Work is ongoing to look at systems update and also closing work down needs to be done quicker and a more efficient process. SC explained the recharging model may be stopped and so a proper charging model will need to replace it.

Recommendation 7 – partially accepted. We have a system already for tenant to report repairs online but it is not the best. The new Civica system will allow a better reporting tool for reporting repairs.

Recommendation 8 – accepted. We have gone through phase 2 of the organisation so a new structure is in place. Head of Operations of LBS has been tasked to ensure this remains.

Recommendation 9 – accepted. At present we are having a discussion around apprentices. As we have been through a review we were holding posts and now we have gone through the review now advertising the posts on a full time basis. We currently have a programme where they go through a training programme with college attendance. We appoint six and give them full time apprentices. This allows us to have 18 apprentices on the books. Further work is being carried out with HR to expand this.

The Chair asked about the Contact Centre and the turnover of staff due to impact of internal recruitment. The Chair asked if consideration had been given to the high turnover of staff and the impact on service delivery.  The Board were advised that discussions have taken place with Senior Managers at the Contact Centre to ensure that this doesn’t have a negative impact.

The Chair asked about the out of hours service and if East Leeds deal only with East Leeds properties. SC explained they can go out to different parts of the city if required and this often happens on a regular basis. The Chair asked if this causes any problems with finances and service delivery in East Leeds, SC responded that it doesn’t.

RESOLVED – That the Board will revisit the recommendations in six months time. The Chair suggested a possible visit to Leeds Building Services if appropriate to see Total Mobile Works in a live situation.