Agenda item

The Director of Housing will deliver a presentation to discuss the project, and its aims.

The Director of Housing submitted a presentation on the Tenancy Management Improvement Project, which was delivered by the Head of Service (Estate Management and Tenancy Support), and the Business Change Manager. The presentation outlined the aim of the project to identify efficiencies and service improvements. A report would be presented to the Director of Housing containing recommendations and final analysis.

In response to a question, Members were informed Red Quadrant Consultants had already undertaken work in Adult Social Care, and were appointed following a formal tender for the work.

The Head of Service reported the project would involve a number of reviews, including staffing arrangements, roles and responsibilities, and how tenants accessed services. Step one of the project included the need to establish what local tenancy management work was being carried out, the impact of Responsive Repairs Improvement, and how the Northgate system will work. A review of the use of council buildings around the city would also be undertaken, and insights gained on why tenants came into an office. Some would be signposted to Granby Street Customer Services, which may result in capacity issues there.

Members said it was important tenants were able to contact the authority easily, and there were still many older people who did not have access to or knew how to use a computer. It was important for residents who could not come into town to have access to the service in their areas.

Members were told that several services working from one location had also proved to be successful, and suitable offices needed in each area would be established. Members requested feedback on the Service Review following its completion at the end February / beginning of March 2015. They acknowledged that call answering times to the department and repairs service had improved.

Members asked for the following to be taken on board:

·         Litter and lighting issues on St Marks.

·         Lift problems in the St Marks flats.

·         Morale of staff fell during staff reviews.

·         There was no meat on the bones as to what the structure would be like.

·         Tenants would be wondering what service was going to be offered.

·         Members would like to see housing offices remain, as they were the first point of call for Members.

·         Members wished to compliment the staff working in housing offices, as being extremely responsive, and a credit to the service.

·         They wanted more information on the Northgate system and how it would work.

The Assistant Mayor for Housing thanked Members for their comments. He said he was aware of difficult times ahead for the staff involved in the review, but he had confidence in officers being able to provide workable recommendations. He said not all housing offices were in the best location and accessible for tenants or repairs staff, and the numbers of housing offices needed to be looked at. He took on board the point about possible capacity issues in customer services facilities in the city centre, and was willing to explore the idea of some form of housing office in the city centre which would be more accessible for tenants. He added he looked forward to future recommendations

The Chair thanked officers for the presentation and asked that comments be noted by the Executive and Housing Officers.

RESOLVED:

1.    that the presentation be noted.

2.    comments be taken on board by the Executive and Housing Officers.

3.    further information be brought to a future Housing Scrutiny Commission meeting on the Northgate System.