Agenda item

Matt Hillman, Assistant Director of Investment:

a.    presented a review of performance in the area of Scheduled Repairs, the scheme commenced on 07/02/2022 following a trial extension period ending on 04/02/2022

b.    highlighted that the data gathered within the officer’s report showed a comparison from the most recently completed cycle of scheduled repairs 2 January 2023 (1^st day of north cycle) until 16 April 2023 (last day of south cycle) and the first full cycle of 2022 to show a similar time of year comparison from 7 February 2022 (first day of north cycle) until 29 April 2022 (last day of south cycle)

c.    reported that scheduled repairs continued to be delivered following the completion of the extended trial on 4 February 2022

d.    detailed the background to the Housing Repair Service (HRS) prior to August 2020, which operated on a Responsive Repairs basis whereby all non-urgent repairs were completed within 20 days and emergency repairs within 24 hours

e.    presented a comparison to the benefits of the Scheduled Repairs system with non-urgent repairs at no risk to tenants carried out in one geographical area for a concentrated period, to achieve more repair jobs completed with the same amount of labour resource

f.     provided positive performance data comparison, as detailed within the table provided at paragraph 4.1 of the officer’s report

g.    detailed several improvements identified in the review of Scheduled Repairs, which could be introduced to further refine service delivery, as detailed at paragraph 4.2 of the officer’s report

h.    invited committees questions and comments.

Comment: It was welcoming to see the benefit from the work of the Resources Team Leader which had been very impressive so far.

Question: How was a Service Level Agreement achieved?

Response: This was coordinated between the Housing Investment/Repairs Service and Customer Services in advice given to tenants.

Question: Had staff from Customer Services been deployed from City Hall to take calls from Hamilton House?

Response:. Four members of staff were to be based with the Resource Planners at Hamilton House to maintain service continuity, however, Customer Services staff were reluctant to move over and the process was currently being navigated around. In addition, an extra Resource Planner had been employed on a temporary contract.

Comment: The Tenancy Agreement should identify the onus on tenants to provide up to date information/details of resident contact details.

Response: The introduction of a new Hardware Interface Programme would make it easier to update contact details remotely on the customer portal.

Mick Barber, Chair of LTP highlighted the importance of working together with Customer Services to achieve improved customer satisfaction when tenants rang in and to ensure the incoming telephone number matched the one recorded on screen Steps were in place to bring about improvements.

RESOLVED that:

1.    The delivery of Scheduled Repairs be continued.

2.    North, Central and South welfare units at Lenton Green, Newland Street West and Birchwood be introduced respectively with continued utilisation of the Greetwellgate site subject to satisfactory planning regulations.