Agenda and minutes

To disclose or draw attention to any disclosable pecuniary interests for the purposes of Section 31 of the Localism Act 2011 and paragraphs 13-16 of the Members’ Code of Conduct

There were no declarations.

To receive any apologies for absence

Apologies for absence were made on behalf of Councillor A Gabriel.

To approve as a correct record the minutes of the Housing Advisory Board held on 28 February 2017

RESOLVED – That the minutes of the meeting held on Tuesday, 28 February 2017 be confirmed as a correct record.

The Chair reported that Tracey McGarry had finished as runner up as Tenant of the Year in the Northern TPAS awards.  Tracey was congratulated by the Board and received a round of applause.

To receive and consider the attached reports of the Chief Officer, Housing Management which provide the Board with the following:

Headline Findings

Summarises the responses to the survey and compares it to a similar survey conducted in 2014. 

Next Steps

Provides an update to the Housing Advisory Board on actions taken by Housing Leeds following the STAR Survey, and in particular the following:

·  The development of a STAR Action Plan, outlining how Housing Leeds intends to deliver service improvements in order to improve customer satisfaction.

·  How Housing Leeds will monitor the delivery of service improvements through the STAR Action Plan.

·  Plans to undertake ongoing surveys which will evidence whether service improvements are having the desired impact on customer satisfaction.

·  Wider tenant engagement activity planned to increase communication opportunities with all tenants through increased digital engagement

The reports of the Chief Officer, Housing Management provided the Board with the following:

Headline Findings

A summary of responses to the survey and comparisons to a similar survey conducted in 2014.

Next Steps

An update on actions taken by Housing Leeds following the STAR Survey and in particular the following:

·  The development of a STAR Action Plan, outlining how Housing Leeds intends to deliver service improvements in order to improve customer satisfaction.

·  How Housing Leeds will monitor the delivery of service improvements through the STAR Action Plan.

·  Plans to undertake ongoing surveys which will evidence whether service improvements are having the desired impact on customer satisfaction.

·  Wider tenant engagement activity planned to increase communication opportunities with all tenants through increased digital engagement.

Frank Perrins, Research and Satisfaction Manager, gave the Board a presentation on the finding of the Start Survey.  Mains issues highlighted included the following:

·  Methodology – the same approach was used as with the previous survey taking a random representative sample from tenants across the city.

·  Overall satisfaction remained constant however there was a noted drop within the east of the city.

·  Most influential factors on satisfaction levels included the provision of effective services; being treated fairly; repairs and maintenance; overall quality of the home.

·  Breakdown of data via demographic groups. Satisfaction levels were lower with younger tenants.

·  Tenants priorities.

·  Satisfaction levels in relation to repairs.

·  Information relating to neighbourhoods where tenants had highlighted causes for concern.

·  Rent and financial information.

In response to Members comments the following was discussed:

·  Comparisons with other local authorities and housing associations – this has proved difficult in the past as other authorities had done things differently and it was not possible to compare on a like for like basis.  It was hoped in future that comparisons could be drawn with other similar sized councils.

·  Higher satisfaction levels from BITMO tenants – it was reported that higher satisfaction rates from younger tenants supported overall levels for BITMO tenants.  Reference was made to tenant led services which had led to increased satisfaction particularly in relation to repairs and local access to services.

·  Robustness of the survey samples – the samples were stratified before being sent out to take account of areas sent to, tenant ages and property types.  Although this did not necessarily mean that the surveys returned would be entirely representative; the returns were weighted to take account of that.

·  There was a continued approach to measure where successful improvements had been made following feedback on previous surveys.

·  Concern that younger tenants were more likely to give online responses and that this could give an impression of reduced satisfaction.

·  The possibility of only surveying those who had responded before to measure improvement.

·  The use of other data sets to link in with responses from the survey – this had identified issues which would be followed up via the action plan.

·  The survey was confidential and information could be used for other services where it would be beneficial.

·  Home visits – there  ...  view the full minutes text for item 71.

The Chair announced that this would be the last Board meeting for Ted Wilson.  On behalf of the Board she thanked Ted for his contribution to the Board and for all his work across other housing boards and panels in Leeds.

Tuesday, 20 June 2017 at 5.00 p.m.

Tuesday, 20 June 2017 at 5.00 p.m.