Agenda item

The Director of Housing submits a report updating the Commission on district performance following the introduction of the specialist Housing Anti-Social Behaviour team in May 2023.

The Director of Housing introduced the item, noting the important role of the service to provide support to tenants.

The Head of Service presented the report, and it was noted that:

·         An ASB team was established in May 2023 in the community safety service to strengthen ASB services and respond to the changing needs of tenants. Previously housing officers would investigate reports, but this work is now undertaken by the specialist team who also liaise with the police.

·         The tenancy management service launched a new vision and consulted with tenants to identify priorities for support. This includes supporting tenants to live well, providing specialist accommodation, customer care, fire safety and better estates.

·         The tenancy management service is split into three districts – east, south and west – with a district manager for each area. Services include a broad range of functions aimed to achieve the vision and address the priorities.

·         Officers have information to ensure tenants can sustain tenancies and live well. Referrals are made if required for issues including cost-of-living, STAR, health, drug and alcohol etc.

·         Welfare checks are undertaken by the team with visits increasing from 1,126 in 2021/22 to 1,515 in 2022/23.

·         Some tenants do not engage and may not let the service inspect properties where there may be outstanding repairs or pest issues. A new procedure is in place to write to tenants to explain the purpose of the visit and breach of tenancy if they do not comply.

·         Funding has been secured from the Department of Health to provide specialist support with a drug and alcohol team and supported housing manager. The Zip building has been acquired to provide trainer flats, that will support tenants to maintain a tenancy before moving into independent tenancies.

·         A supported housing team is intended to be created in 2024 with officers reporting to one team leader who would have responsibility for the fourteen units and provide consistency.

·         Customer care training is being provided to all housing staff to improve support and the service for residents.

·         The Social Housing Act 2023 introduced new standards and a programme manager has therefore been appointed to ensure compliance. A tenant satisfaction survey is being created with findings required to be representative and reported to the regulator.

·         Training is being delivered to staff responsible for undertaking fire safety inspections.

·         An improved process for pest control has been established with the pest control team for ensuring better estates as well as a consistent service for grounds maintenance.

·         A tenancy management online service is being developed.

In response to questions and comments from Members, it was noted that:

·         Tenants were engaged with the consultation and feedback was utilised to identify priorities for enabling improvements.

·         Tenants can self-refer online or a housing officer can make a referral for STAR.

·         Officers receive a range of training to provide customer care and ensure data protection and safeguarding is complied with. Further training is being developed and will be piloted with front-line team leaders to enable officers to improve dealing with sensitive situations, including how to manage expectations. Following the pilot, the training is intended to be rolled out to all front-line officers.

·         The specialist ASB team is funded through the HRA but sits with the Crime and Anti-Social Behaviours Unit to enable better knowledge and specialism whilst also working closer with the police. The team investigate reports that would previously be looked into by a housing officer with other responsibilities too. They also gather evidence to go to court if required and enforce condition of tenancy although is reliant on court sanctions.

·         The small number of Evictions that take place are usually associated to rent issues as opposed to ASB with any proposed eviction being reported to the Executive Lead Member before being progressed.

·         STAR offices used to be located across the city, similar to housing officers.

·         The drug and alcohol team have been recruited to support tenants to sustain tenancies but also engage with Turning Point where tenants require access to recovery support.

·         Additional information would be provided to the commission on the sheltered housing team around how many units operate across the city, where schemes are located and the criteria for referring individuals.

·         The tenant satisfaction survey will incorporate different methods for tenants to complete and ensure the response is representative of the population. This includes sending letters to all tenants, an online survey, door knocking and completing the survey when speaking directly with tenants.

·         The tenancy management online is intended to ensure tenants can access the service more conveniently following the success of the housing repairs online service which includes mechanisms to access in different languages.

·         The estate warden service is being reviewed to ensure value for money.

The Chair requested officers consider utilising community radio stations to share messages of the tenant satisfaction survey and for members to be involved in the piloting of the customer care training.

AGREED:

·         The Commission noted the report.

·         Additional information be circulated to Members.