Agenda item

(Director of Communities) to consider the attached report.

The Assistant Director (Housing Operations), Mr Wilson introduced the report on the Limes Centre. The centre itself provided a services ‘multi agency’ hub for local people  and the Limes Farm Centre has a large main hall and smaller activities  which are available for hire, for both regular bookings and  one-off events, including evenings and weekends, which include sports clubs, Children’s parties and large faith gatherings.

At its meeting on 9 March 2015, the Cabinet agreed the report on the Housing Improvements and Enhancements Fund.  One of the agreed Recommendations was that an additional temporary part-time (18 hours) Housing Officer post be created for a period of 18 months to enable the expansion of services and opening hours at the Limes Centre in Chigwell for a pilot period of 12 months.  It was further agreed that a review of the success of the pilot be undertaken by the Communities Select Committee following 12 months of operation to decide whether the temporary post should be made permanent.

Unfortunately, due to recruitment difficulties there were delays in appointing a person to the new temporary part-time post due to the original hours being offered.  As a result, it was necessary to re-organise working hours within the Housing Office at the Centre.  Therefore, the post was not filled until January 2016.  

The pilot period commenced in January 2016 and covered the calendar year and included the following achievements and activities:

• In advance of the pilot period commencing, the additional opening hours and services were publicised through the Council’s website, the tenants’ magazine ‘Housing News’; leaflets were delivered to all properties on the estate and posters placed in public areas.  Members were advised through the Council Bulletin
• Following a launch event, the office hours were extended from 9:00am to 12:30pm Monday to Friday to 9:00am to 4:30pm Monday to Friday
• A chip and pin facility was introduced in order to enable residents to pay their Council Tax, rent and other payments at the Centre for the first time
• A new local periodic Newsletter was introduced and is delivered to all local residents
• As part of a re-organisation of housing management services 400 additional properties are now managed from the Limes Centre covering Abridge and Theydon Bois.  As a result of the change a further existing part-time member of staff was transferred from the Area Housing Office (North) at the Civic Offices to the Limes Centre which further facilitated the extension of hours and services 
• The Housing Related Support provider “Family Mosaic” commenced a weekly “surgery” at the Centre from January 2017
• The Citizens Advice Bureau’s Debt Advisor extended their service from one half day to two half days each week
• London and Quadrant Housing Trust who own and manage over 100 properties on the estate have set up a monthly surgery for their tenants which may be extended subject to take-up

As a result of the extended opening hours and the provision of additional services, the number of residents accessing services had increased substantially from 933 visitors in the calendar year 2015 to 1,982 in the calendar year 2016 - representing an increase of 1,049 visitors (112%).

A customer exit survey was undertaken between January 2016 and December 2016.  Of the 132 responses received, 123 (93%) stated they were in favour of the extended opening hours and 132 (100%) were satisfied with the service.   

Because of this it was recommended that the Communities Select Committee recommend to the Housing Portfolio Holder that the additional temporary part-time Housing Officer post be made permanent to enable the extension of services and longer opening hours.

Councillor Chambers and Mr Marshall both agreed that residents would like to see the extended hours made permanent. Councillor Stavrou noted that the attendance numbers had doubled and so it had proved its worth.

Councillor Chambers asked what would be the cost to extend the hours permanently. He was told that it was in the region of £13k pa.

RESOLVED:

That the Communities Select Committee recommends to the Housing Portfolio Holder that due to the success of the pilot and in order for the Limes Centre, Chigwell to continue to provide extended services and longer opening hours, the additional temporary part-time Housing Officer post be made permanent.