Agenda and minutes

Venue: Civic Hall, Leeds, LS1 1UR. View directions

Contact: Sharon Guy 0113 3783195  Email: sharon.guy@leeds.gov.uk

Items
No. Item

37.

Exempt Information - Possible Exclusion of the Press and Public

1  To highlight reports or appendices which officers have identified as containing exempt information, and where officers consider that the public interest in maintaining the exemption outweighs the public interest in disclosing the information, for the reasons outlined in the report.

 

2  To consider whether or not to accept the officers recommendation in respect of the above information.

 

3  If so, to formally pass the following resolution:-

 

RESOLVED – That the press and public be excluded from the meeting during consideration of the following parts of the agenda designated as containing exempt information on the grounds that it is likely, in view of the nature of the business to be transacted or the nature of the proceedings, that if members of the press and public were present there would be disclosure to them of exempt information, as follows:

 

   No exempt items have been identified.

Minutes:

There were no exempt items.

 

38.

Late Items

To identify items which have been admitted to the agenda by the Chair for consideration.

 

(The special circumstances shall be specified in the minutes.)

Minutes:

There were no late items.

 

39.

Apologies for Absence

To receive any apologies for absence.

Minutes:

Rita Ighade, Sallie Bannatyne, Christine Gregory, Maddie Hunter

 

40.

Minutes - 30th November 2016 pdf icon PDF 85 KB

To confirm as a correct record, the minutes of the meeting held on 30th November 2016

Minutes:

RESOLVED – That the minutes of the meeting held on 30 November 2016 be approved as a correct record.

 

41.

Chair's Update pdf icon PDF 87 KB

To receive an update from the Chair on scrutiny activity, not specifically included on this agenda, since the previous Board meeting.

Minutes:

The Chair explained that he was unable to attend the last meeting of the Environment and Housing Board due to being on holiday but the Chair discussed what was on their agenda.

 

Air Quality in Leeds

The Chair explained they received a detailed report from the Director of Housing on the progress being made by the Council in informing and communicating the issue of air pollution to the residents, businesses and schools around Leeds. Initiatives to get people out their cars onto public transport, giving us less cars on our roads will help reduce this. The Chair explained the Council’s website has been updated with air quality information for businesses and residents.

 

Peckfield Landfill Site

The Chair explained a further discussion on the site at Micklefield took place and the Environment Agency submitted a report to the Board with regard to permit breaches recorded at the Peckfield site whilst under the management of Caird Peckfield Ltd. The Board had in September been disappointed the agency did not attend when invited, so they invited them to the last meeting in December but it was explained to the Chair in a letter that although they value the work of Scrutiny Boards, because of limited resources they couldn't attend in person and so they submitted a detailed written report.

 

Meeting with Mandy Sawyer

At the last Tenant Scrutiny Board meeting members were informed that the Environment and Housing Scrutiny Board had asked Mandy Sawyer to submit a report to them regarding Tenant Scrutiny Board governance arrangements and the relationship between the two boards, and a report will be submitted to their meeting in January. The Chair had a meeting with Mandy Sawyer on 1st December to discuss this. When the report is completed, the Chair will ensure the Board receives a copy and are able to discuss it at our meeting, most likely in March.

 

The Chair explained that due to personal circumstances Christine would not be attending meetings for the foreseeable future. The Chair thanked Christine for her work on the Board and members of the board passed on good wishes to her and hoped to see her again very soon.

 

In regard to the Lettable Standard report the Chair explained he would join the group in order to ensure the report was completed.

 

The Chair also explained that he has been in communications by email and telephone with Sharon and Lee with regard to the Boards work.

 

42.

Update on Annual Home Visits Inquiry pdf icon PDF 86 KB

The Boards inquiry in 2014/15 municipal year focused on Annual Home Visits.

 

The Board is requested to receive the update on Annual Home Visit recommendations and raise any questions with the manager in attendance for this item.

Additional documents:

Minutes:

The Chair invite Gerard Tinsdale to present the report on Annual Home Visits inquiry. The Chair noted that the recommendations have been updated with a new position, however there was only a requirement to vote on recommendations 1, 9 and 10. The remainder of the recommendations being achieved already.

 

Recommendation 1

GT explained that the visits can still be used to detect fraud but this is not their primary purpose. GT explained that whilst fraud detection was the factor when they were first introduced, this has evolved over time and we gain a lot of valuable knowledge about our tenants and any needs they may have form the visits.

 

RESOLVED The Board voted unanimously to agree to position status 2 - Achieved

 

Recommendation 2

GT noted that these visits are no longer referred to as Annual Tenancy Visits and reported the content of the visit was enhanced to give greater emphasis on considering additional support needs for the tenant.

 

The Chair noted that the change of name of the visit has helped remove the visits reputation as a ‘snooper’s charter’. GT noted that the change of name has helped officers feel more comfortable carrying out the visits and helped tenants understand we are visiting to help assist them.

 

Recommendation 3

GT reported that the majority of Annual Home Visits are carried out with an appointment made with the tenant. The Chair noted that this was a recommendation the Board offered Housing Leeds and has been taken up by them with positive outcomes.

 

Recommendation 4

GT explained this has been looked into by Housing Leeds but it is felt important that all tenants receive an annual visit. The Chair asked if officers are meeting their targets for visits which was explained they are.

 

GT noted that officers attempt to carry out the visits in the first 9 months of the financial year so that a focus on rent can be done for the last 3 months.

 

MH reported that some tenants report being visited more than once a year and some tenants express a concern there is an issue and that is why they are visited twice. GT explained this can happen because visits are not done on a rolling year but by financial year but it is explained to officers to space visits out so that this is not a frequent occurrence.

 

MH asked if this would impact on performance where two visits are done, and GT explained that each property is only counted once, regardless if they were visited twice so this occurrence would not affect performance figures.

 

Recommendation 5

GT noted that offices receive lists of gas checks which need to be carried out which allows Housing Officers to work with Property and Contracts to gain access and carry out the Annual Home Visit which is a more efficient use of officer time and also benefits tenants by having one day of visits rather than over a few days.

 

Recommendation 6

GT explained that this is something which  ...  view the full minutes text for item 42.

43.

Mobile Working Update pdf icon PDF 171 KB

The Board requested a further update on mobile working and its rollout. This report gives an update to the Board on the work so far.

 

Minutes:

The Chair asked Gerard Tinsdale to present his report on mobile working.

 

GT explained on his previous visits to the Board that they have been shown tablets but since that they have been trialled and didn’t provide an effective solution due to the operating system the Council was using. As such, Officers were issued with laptops so a mobile working solution could be provided, albeit not the most ideal one. GT noted that it may be of use to the Board to receive an update on mobile working once the procurement for the Housing Management system has been agreed.

 

GT explained that the laptops work using a small mobile device known as a MiFi unit which allows Officers to connect to the Council network.

 

A survey has also been carried out to Officers who are using the laptops if it helped them with doing their work. It was noted by Officers that the weight of the laptops they were carrying round was not ideal however it has allowed more efficient surgeries to be held in estates so answers to queries can be given more effectively.

 

GT also explained other teams within Housing Leeds such as the Enhanced Income Team have been using them to complete online forms in tenant’s homes, which previously would have had to be done back at the office or ask the tenant to go to a local library where a computer and internet connection was available to complete.

 

GT that it was hoped that the mobile solution would have helped Officers to complete the forms associated with Annual Home Visits on the mobile units to save on completing paperwork, however disappointingly this has not occurred.

 

There is a belief that based on the usage so far of the MiFi units these can be reduced and a ‘pool’ formed within Housing Offices to reduce costs. The other MiFi units would be used by other Council departments.

 

GT noted that there is still more work to do until Housing Leeds can say they have a full mobile solution.

 

MH asked if the mobile solution would help Leeds Building Services. It was confirmed that it would.

 

The Chair raised concerns that the Council could end up in a situation where they have bought IT systems and products only to then find out it cannot do what it needs to. GT confirmed this wasn’t the case and each part of the system, referred to as a module would be developed over the next 24 months.  Officers from Housing Leeds would be called in to work on the system to ensure it is effective and fit for purpose. It was noted by GT there is a view to move towards e-forms to complete work

 

The Chair thanked GT for his attendance and update to the Board.

 

 

44.

Contact Centre Calls and Leeds Building Services pdf icon PDF 87 KB

The Board previously made a request to observe calls at the Contact Centre in respect of their on-going inquiry into Leeds Building Services.

 

As this visit was unable to take place, the Board have asked to meet with a Manager and a Customer Services Officer from the Contact Centre to discuss their work.

Minutes:

The Chair introduced Rachael Murray of the Contact Centre. The Chair explained that the Board wished to carry out a visit to the Contact Centre however this was not possible and so requested attendance from Officers.

 

RM explained her role as being one of support to Customer Service Officers (CSO) who takes calls for Housing Leeds which can cover a variety of issues from housing applications, rent, ASB and repairs. Her role is to look at issues that get fed back to the Contact Centre where things have not been done correctly such as processes and to either correct them or liaise with the Customer Service Officer on training.

 

This can be where a CSO has raised a repair incorrectly, for example the wrong code or priority and RM can discuss why it was raised in that way. The Chair asked on this point, isn’t Leeds Building Services better placed to correct these issues. RM clarified that if a CSO raises an order for a plumber instead of a joiner, LBS would correct this but then give feedback to the Contact Centre about the order so that this can be done correctly by the officer in future. However there have been some instances where LBS have returned a job raised incorrectly and asked Contact Centre to re-raise a job, however it was noted that this does not happen often.

 

The Chair then asked if something is raised incorrectly, do LBS ask the Contact Centre to call the tenant. RM explained that it depends on the issue and situation however in the majority of cases LBS do this but it can happen.

 

The Chair asked how often errors happens. RM explained this can happen to newer CSOs as there is a lot of information to take in about processes across the City and there are sometimes different procedures, for example repairs depending on the area depends on how the order is raised.

 

OG asked about the procedure used to record a repair on the system. RM explained data protection questions are asked then the tenant is questioned about their repair. They would then go onto the system and book the repair accordingly on the system. (As if it is a property in East it’s different to South and West. Then would then give the customer the appointment time and the contractor details and reference number and any guarantee period on the repair and if there is a recall they would then contact the contractor.

 

The Chair asked if the CSO has enough information in front of them without having to seek clarification from elsewhere, for example on types of heating at a property. RM confirmed there is information available on the system for the CSO to use without needing to ask the tenant, and it was clarified this is covered in CSO training.

 

RM asked if the procedure for reporting the repair the same for East Leeds as it is for other areas of the city. RM explained the way it  ...  view the full minutes text for item 44.

45.

Scrutiny Conference Update pdf icon PDF 90 KB

This item is to update the Board on a Scrutiny Conference visit taken by some members on 6th December. Members will give a verbal update at the meeting.

Minutes:

LW gave an update on the Scrutiny Conference which was attended by OG, SB and PM. LW explained that the conference had been productive and gave an insight into how other organisations worked. It was felt by all that attended that the way the Tenant Scrutiny Board work is positive.

 

LW explained there were various workshops which could be attended by delegates and we chose which ones would be best considering the position in Leeds. LW explained the attendance and presentations were done by both Councils and Housing Associations.

 

WORKSHOP 1 - New co-regulation Community Trust Panel and our Tenant Inspectors, by Incommunities (a Social Housing Provider from Bradford)

Incommunities is a Housing Association made up of Bradford Council stock transfer and Sadeh Lok. Involvement pre 2016 was made up of four local management trusts (made up of independent people and tenants), a combination of scrutiny and neighbourhood work, a centrally located involvement team, customer inspectors.

 

For 2015-18 there was a commitment to review the Involvement strategy. No Councillors are now involved as they were generally only interested in their own local wards and cost efficiencies.

 

The drivers for a new scrutiny approach were due to

·  Waste, cost and duplication,

·  Unclear decision making roles

·  Legacy of former approaches

·  Evidence of true co-regulation

·  Future proofing the organisation

 

Their 2015 July budget brought a 1% rent cut, staff restructuring and voluntary redundancies, reduced involvement resource but scrutiny, inspectors and equality groups were retained.

 

The organisation now has a functional split of Community Trust and Neighbourhood groups, both focusing on different areas. The Community Trust focuses on more strategic matters, whereas the neighbourhood groups focus on local issues. All areas of the service have work plans and this is the link to all parts of the involvement service.

 

LW explained that training needs of tenants was done in house and all members of the Board went on training even if they had been on it before to ensure a level playing field. Board members were also required to have a review and the Chairs review was done last so that things which were raised at the other members reviews could be linked in to the Chairs as appropriate.

 

LW explained that Incommunities approach is to use customer intelligence to identify customer expectations and by focusing on common issues which are occurring rather than focusing on one offs.

 

Customer assurance can be done through

  Involving customers in development – not just at sign off

  Agile training programme

  Issues are logged

  Sound agenda planning linked to organisational and customer priorities

 

Workshop 2 - Modernising your Tenant Panel Methodology (Yvonne Davies, Scrutiny and Empowerment Partners Ltd)

LW noted that from this presentation a key theme was that it is important to do what suits the organisation, and gave an example that whilst digital approaches can work they are not always for all situations.

 

LW explained that the presentation focused that good practice is to move away from standard meetings. A key  ...  view the full minutes text for item 45.

46.

Date and Time of Next Meeting

Minutes:

Wednesday 1st February 2017 at 1:30pm (pre meeting for all Board Members at 1:00pm)

 

The meeting was closed at 3:45pm