Agenda item

The Director of Housing submits a report providing an update on the latest review of the Housing Pop-up Offices.

The Director of Housing submitted a report providing an update on the latest review of the Housing Pop-up Offices.

The report was taken as read.

In discussions with Members, the following was noted:

• In response to points made about the location of the pop-up office at Porkpie Library, it was explained that this site was chosen as it could service residents of both Saffron and Eyers Monsell.  It was important that places were picked that could service communities, and suitable council buildings were needed that could serve both main estates and pockets of housing.  Whilst it would be desirable to service smaller community areas by using sites such as the Eyres Monsell Centre, there was a budget that needed to be worked within that came directly from the Housing Revenue Account (HRA).  However, it was aimed to keep open the possibility of setting up offices that were more local.
• The Tenants’ Scrutiny Panel had given positive feedback on pop-up offices, and it was aimed to make the pop-up offices permanent, and it was being looked at as to how to roll this out.  Mapping had shown that residents were accessing offices from their locations.  The Tenants’ Scrutiny Panel would be asked where they thought it would be best to invest.
• In response to a query about the small sample size for the survey of 53 responses, it was noted that more data-collection had been asked for.  The reasons for people’s attendance at the office had been looked at.  It would be looked to collect more data.  It was clarified that the responses came from a survey, and in December there had been a focus on the HRA consultation, and there had now been 136 surveys completed and there had been a 98% satisfaction rate.
• Responding to queries about cost and resources, it was noted that officer resource was made use of, when led to time taken away from other aspects of the officers’ roles, however, more officer resource had been agreed in the HRA budget to support pop-ups.
• It was noted that feedback had been taken back to the Executive and it had been ensured that communities were mapped and services were provided to them.  It was necessary to think strategically about which services were going where. 
• It was important to ensure that there were buildings in key places to serve housing stock. The multi-service hub model was recognised, however, it was also important to note that some services differed depending on their communities.  There could be benefits to combining services, but it was necessary to be strategic.
• With regard to opening times, these were limited with resources, however, there were other channels outside of opening times such as online and via telephone.  It was necessary to open at the times which were busiest and which received the most enquiries.  Timings had been adjusted from 11am-3pm and were now 10am-2pm as people had expressed that they needed to attend earlier, for example, to tie in with school drop-off.
• Most people became aware of the f the hubs, through word-of-mouth, although information was sent out with rent letters, promoted online and through ward councillors.  It was aimed to send out further communications via social media.
• Council tax staff had been asked to attend the pop-ups to assist residents.  They had not been able to attend so far but had given numbers by which they could be contacted.

AGREED:

1)    That the presentation be noted.

2)    That comments made by members of this commission to be taken into account.