Issue - meetings

To consider and comment on the report on Housing and Property Service Performance and on the report on Tenant Satisfaction Measures.

Surjit Balu, Interim Director of Housing, highlighted some of the key work that had been carried out by housing and property services over the previous year and advised that the report was structured into three key areas, performance, compliance and tenants’ satisfaction. Specific details of each area were presented as shown in the report.  Updated information from Housemark gave comparative data with others in the sector, that showed the overall satisfaction from customers in Epping was at 75% in comparison to the average for local authorities at 65.7%.

The Committee raised concerns on the time properties were void and the impact for potential tenants and loss of income and were advised of the process of reletting and works required. Pre void works and processes were being developed with Qualis. The service performed well in relation to other social housing, although it was acknowledged that there was a differential with private sector housing. The Tenants & Leaseholder Panel had requested the presentation of KPI data, including voids, at future meetings.

Clarity was provided to the Committee that the Housing Management Target in relation to complaints received and resolved, related to how well the services performed in relation to the complaints process, and the performance was 94%.  The tenants satisfaction survey indicator was a perception indicator and reflected how satisfied individuals were with how the complaint was handled, the level of satisfaction was 36% , this was above the benchmark median of 33%.

acknowledged the progress made and the positive position of the Council in relation to compliance.

The Committee suggested that some estate management teams seemed overwhelmed, Officers advised that teams had be restructured into a north south split and the response to ASB had been changed. It was acknowledged that caseloads could be challenging, and some customers had complex needs. The services were now operating with a full establishment and resident engagement officer role was being advertised.

Resolved:

The Committee provided comment and noted the report