Apologies received from Nicola Pettigrew (Housing Ops represented by David Lynch), Martin Feeney ( Repairs represented by Suzanne Bannister) and Cllr Sorrell.
Tony was delighted to present a Gold Award to WDC and the independent panel made up of tenants and staff from across the country were impressed with the strength of tenant participation in West Dunbartonshire as well as the range of options available and an effective TP Strategy. Also saw evidence that tenants are listened to and being involved in decision making. This is the second gold award for West Dunbartonshire and sustaining high standards is just as hard as achieving them. Need to work together and joint aim is to improve housing services for tenants. Photograph taken as award handed over and Tony and Elaine left the meeting.
Updated action sheet was shared on screen and Jane talked thro updates.
Been discussed at Better Homes Group and Alan confirmed that Building Services preparing a proposal to get additional sockets done at same time as EICR inspections.
Dedicated repair team for MSFs – Suzanne advised that are doing a recruitment drive and some backlogs to clear but is getting discussed. No date as yet but Martec still doing inspections and any necessary repairs.
Suzanne shared information on complaints and enquiries over the last year. Tenants happy to mark action as complete as satisfied that internally complaints are being monitored by Suzanne and action taken so no need for further info on them.
Emily thanked tenants who had responded to the survey and was really happy with the results from the consultation – included some really positive suggestions. From the survey results have put together a Strategy and action plan based on 15 key themes. Have analysed responses by blocks too and created specific localised actions. Strategy and action plan going before Housing & Communities Committee on 3/5/23 – will hopefully be agreed and can then get on with implementing actions.
Question asked about improving heating in the blocks and Emily confirmed it was a common issue raised and been given a high priority – 2 actions being taken forward in the Strategy
Gurpreet thanked Emily for the presentation and that a lot of work being put into the issues at the MSFs.
Main point from briefing paper is to provide clear guidance to staff to use so that recharges are done consistently and effectively. Guidance includes examples as well as a procedural guide for staff. Kathryn advised that recharges not a new concept but weren’t being used consistently when they should be. Also introducing monitoring of the new procedures to ensure they are being followed correctly.
Kathryn confirmed that an update on the monitoring could be available for Liaison meeting on 26/10/23.
Suzanne ran through the performance template – emergency repair response up due to volume but have managed to reduce non-emergency response times to 7.8 days. Satisfaction with repairs service is 86.9% which is below target but is an improvement. Surveys get analysed and most negativity is about response times so if more repairs can be done in target should increase satisfaction levels.
No accesses are still a problem – 492 emergency or Right To Repair repairs had no access and they are done within 4 hours of being reported so even then tenants not staying in so is a worry. Doing an article for summer Housing News to encourage tenants to stay in for appointments.
Data provided on all complaints and enquiries received by Building Services including Stage 1 & Stage 2 from customer relations and Suzanne outlined the monitoring that she does and the actions taken when issues arise. Tenants and Convener happy that internally complaints are monitored and action taken so no need to add to repairs template and happy for action to be marked complete.
Frances asked about when gas checks where done on voids and Suzanne confirmed they were done as soon as void and that gas gets capped. Should be same process for decants but Frances flagged that her tenancy at 2E had a notice put on the door about gaining entry. Suzanne took a note to investigate and confirmed that should not happen and should have been communication to the contractor that Building Services had the keys.
Big increase in the number of repair calls being made in March so the number of calls that get abandoned is up. Do get seasonal variations and Suzanne is looking at pre-COVID trends to see comparison. Hoping to catch up in summer when usually the number of repair requests fall.
Longest wait time not been included in the stats provided so Jane will ask for this for next meeting.
David advised that Housing Ops have a new phone system too which gives a recorded message and number options to divert calls appropriately and includes an option re repairs as many tenants were phoning them in relation to repairs.
Progress on Brunswick, Montreal and Quebec going well and only 4 tenants aren’t on offer. The Housing officer is liaising with the remaining tenants and looking at a security strategy for when the remaining tenants leave.
John advised that discussion took place previous week at the Joint Rent Group (JRG) about the 5% rent increase option for additional £50m to boost Capital programme. Rent consultation identified tenant priorities of new kitchens, bathrooms, window/door renewals and energy efficiency measures. Proposal is to set up a short life working group of tenants and officers and will invite all TRA members, interested tenants and Scrutiny Panel to see who wants to be involved. Envisage 3 /4 meetings in May/June and will report progress to future Housing & Community committee meetings on plans. Can progress working group once paper agreed on 3/5.
One of the other papers going to the Housing & Communities Committee next week sets out proposals to accelerate the Council’s proactive response to dampness and mould and includes using technology to alert the landlord and also tenants when dampness levels increase. Another paper is on the Enhanced MSF Strategy that Emily has outlined.
New Builds updates:
Dennistoun Forge – were unsuccessful in Scottish Government funding bid but have now provided additional information and Hanne been working with tenants on the site to potentially create a TRA.
Jane advised that current main focus is on producing an in person tenant event on Tuesday 16 May, 10-2pm at Clydebank Town Hall and worked with the WDTRO on putting together the plan for the event. Want it to be encouraging for new tenants to get involved and hopefully reenergise ones already in groups to keep going. Stephen Connor from TIS coming to speak about Climate change and what that means for tenants homes. Also be looking at the response from consultation to creating the Enhanced MSF Strategy. Will be doing some well-deserved thank yous, awards as well as help available for getting on the tenant self-serve portal and some seed sowing. Invites been issued and people being asked to confirm if they can attend so that transport, creche and catering can be arranged.
Next Pre- HACC Forum is on Tuesday 3 May in Church Street 10 am for tenants to discuss the papers and the Housing Convener and officers will join at 11. Zoom option too and transport can be arranged for those who prefer to attend in person.
Any articles for the summer edition of the Housing News very welcome – deadline for articles is 10/5 and should be out by 22/6.
Ahead of meeting, Jane had circulated a briefing on our TPAS membership renewal for 2023/24. WDC has had a membership of the Tenant Participation Advisory Service (TPAS) since at least 2011. There is an annual charge for membership which has gone up to £1,950 and consideration needed on whether this is value for money and worth renewing. Membership benefits were outlined and was confirmed that our Accreditation would still be valid whether TPAS members or not and can be renewed - we would just lose the 10% discount. Also have a Tenant Information Service (TIS) membership which is cheaper and their events have had very good feedback from staff and tenants attending.
Tenants were in agreement that TIS membership should be continued as was better value and also gives tenants free access to TIS benefits and our TPAS membership should be dropped.
Apologies received from Councillor Sorrell, John Kerr, Stefan Kristmanns and Nicola Pettigrew.
Martin provided a verbal update on his outstanding actions,
Lift Protocol –was confirmed that Out of Hours team will initialize the protocol as necessary and currently finalising the details of how the text are sent.
Getting community flats on self-serve portal – will be done as soon as team vacancies are filled.
Repair cancellations- Martin advised that this doesn’t happen that often but not been able to get the data to share but will bring to the next meeting. Gurpreet advised that in recent discussions with Housing Officers they were asking if ‘no access’ info could be shared with them and they could investigate. Martin agreed and will set that up and send to them monthly. Martin confirmed too that there has been delays in getting texts sent when a repair is cancelled so that not started yet but should be in place early March.
Frances asked if tradespeople could phone tenants if no answer at the door and Martin said that this should be happening already, however, sometimes have incorrect information on system. Frances gave example where tenant had got all the text reminders and that they were on the way but then didn’t show up. Martin acknowledged that sometimes process doesn’t work and if Frances shares details Martin will investigate. Gurpreet raised that if info on the system is wrong, then text reminders before the appointment aren’t going to be successful. Martin confirmed that Call centre staff have had re-training and should be asking for contact info at beginning of every call but high turnover of staff. Martin will relay concerns raised and re-iterate to team the need for correct contact details for tenants.
Foot patrol inspections of multi-storey flats – Scott said that he has checked reports and some damages not being reported as vandalism but he will raise this with staff and ask them to mention this when reporting a repair so that it can be tracked. Patrols are now in place with 290 having taken place since last meeting, every block will get at least one patrol a night, internal and external. Scott noted a recent good practice at West Court, Littleholm where there was a quick, multi-agency response and issue was resolved. Scott asked that people report vandalism as such. It was noted that people have mentioned seeing more patrols which is good, however young people now going into cellars, Scott thanked for intelligence and would pass this along.
(Scott left the meeting)
Emily talked through briefing note and especially thanked the WDTRO for drumming up interest and speaking to their members about it. Survey responses are being coded and will feed the results into the Strategy being developed. Further report and draft Strategy going to May Housing & Community Committee and Emily will bring a more detailed update to the April Liaison meeting.
Representatives from Dunswin Court noted that they have not had a caretaker for a while and the block is getting run down – only basic cover so middle section of landings not getting done. Suzanne noted that they have someone for the job and hoping to get them to start asap. Written response acknowledges that been a drop in service due to extenuating circumstances but have more staff back at work now so should improve.
Martin spoke through figures provided. Improving picture- emergency response time up, non-emergency repairs response time improved. Focusing on backlog and out of target jobs and working through them.
Martin gave some complaint and enquiry figures that had not been provided ahead of the meeting which created some confusion. The group confirmed it would be good to get these included in the repairs performance template so they can be circulated ahead of the next meeting.
Action: Complaints and enquiry info to be added into Repairs performance template for next meeting.
Emily spoke through figures (provided pre-meeting) for Brunswick, Montreal and Quebec. Progressing well and number of tenants been offered properties and waiting on void repairs to be completed. Keen to get people moved out asap so that there aren't any individuals left on their own.
John to provide written update on Forward Plan to go out with the minutes.
Rent Setting Consultation response rate was good (12.3% of tenants voted) with 1173 responses with the majority (621) voting for Option 1 (4% increase) with 552 voting for Option 2 (5% increase). Report going to Council on 1/3/23 with recommendation for 4% increase. Once agreed, tenants will get 28 notice of increase.
TPAS Accreditation, WDC has got a gold award again, Jane thanked all staff and tenants who participated in focus groups and those who give up their time to improve services for all tenants. Report from TPAS will give recommendations and comments which will form the basis of an action plan. Will circulate to staff and tenants in due course.
A few TRAs are organising their AGMS which will be good as will increase visibility and helps demonstrate that they are democratic and representative groups. Whitecrook TRA are considering disbanding, with a Special General Meeting for 23rd March to see if there is interest in continuing it. Active community council there so felt some work being duplicated but at least still a tenant voice there.
Housing News will be delivered around 23/3.
The Scrutiny Panel are putting together their latest report on new tenant visits and will share with WDTRO once finalised and been to the Housing Improvement Board.
TP staff starting to plan a Tenant Event, provisionally looking at May. Jane asked for tenants to discuss at next WDTRO Committee meeting and help decide what topics they would like to see covered. The wish is to make it an informative day which tenants can take something away from.
Martin raised that still getting a number of no accesses when trying to carry out EICR checks and want to encourage tenants to give access for these important checks.
27 April, 1.30pm at Clydebank Town Hall plus Zoom option
| Who | Agreed Action | When by | Progress |
|---|---|---|---|
|
John/Nicola/Martin (Better Homes Group) |
Additional sockets and limitations of electrical boards and wiring being looked as potential capital programme being looked at by Better Homes group (BHG). | 02/02/2022 |
Ongoing NP update 21/4/22 the re-let standard is under review as part of the Void Working Group, Suzanne Marshall is leading the review and timescale has been revised to end September 2022. 16/6 update– confirmed that also being looked at by Better Homes Group and will be included in review of Capital programme discussions. 18/8 update - Capital Programme refresh initial exercise to be completed in September- action will feed into this. MF update 15/12/2022 – this is being picked up at Better Homes project board and also the multi storey strategy group 23/2 Update – to be discussed at next BHG (28/2/23) 29/4 Update- Been discussed and Building Services preparing a proposal to get additional sockets done at same time as EICR inspections. |
| Who | Agreed Action | When by | Progress |
|---|---|---|---|
| Martin |
WDTRO to be kept updated on progress of pilot of dedicated repairs staff for MSF communal repairs (including fire doors). |
22/04/2021 |
Ongoing 25 August 2022 Update - service commenced on 1 August 2022 with maintenance carried out on all fire doors excluding flat entrance / egress doors. Dalmuir and Crescent Courts complete and team currently in Overtoun Court. 27/10/22 - Agreed to continue to monitor as improved repair times not been seen. MF update 15/12/2022 – have had to pull resources back from this programme to concentrate on the backlog i.e. the service is working hard to reduce the number of active repairs and those that are outwith target. In the interim we are using our contractor to carry out the cyclical inspection and maintenance of MSFs fire doors, screens and bin chute hoppers. MF will keep the group up to date on the programme and when we expect to have our own dedicated team back carrying out the cyclical programme. 23/2 Update – as above and will confirm as soon as resources available. 27/4 Update - recruitment drive in progress. No date as yet for restart but Martec still doing inspections and any necessary repairs. |
| Who | Agreed Action | When by | Progress |
|---|---|---|---|
|
Nicola Pettigrew |
Lift protocol to be updated with new texting procedure |
|
Ongoing NP update 16/6/22 - IHMS Board held 13/6 and update provided to advise outstanding text notification element to tenants effected during lift problems expected for completion July. Housing Operations will link with GW to progress implementation. 18/8 update- Texting ability now complete on IHMS, David Lynch, Suzanne Marshall and Building Services to meet to finalise process and persons responsible for implementation during office and out of office hours. 19/9 update- Further meeting with Citizen Services / Building Services to be convened to determine which service will issue text alert. 15/12 Update – solution being pursued and should be operating in new year. 23/2/Update – finalising the details of how the text are sent. 21/4/23 Update – Text Alerts have already been issued to advise of recent lift outages. Out of hour arrangements still being finalised - training and IT assessment to allow ASB team to issue alerts to be arranged. |
|
Nicola Pettigrew |
Lift protocol to be updated with new procedure. |
|
Ongoing NP update 16/6/22 - IHMS Board held 13/6 and update provided to advise outstanding text notification element to tenants effected during lift problems expected for completion July. Housing Operations will link with GW to progress implementation. 18/8 update- Texting ability now complete on IHMS, David Lynch, Suzanne Marshall and Building Services to meet to finalise process and persons responsible for implementation during office and out of office hours. |
| Who | Agreed Action | When by | Progress |
|---|---|---|---|
|
Martin Feeney |
Provide an update on the review of cyclical programme once completed in relation to Fire door maintenance programme (considering frequency, but likely will be a 3 monthly cycle) Gutter cleaning and UPVC window / door maintenance. |
|
Ongoing 27/10 Before leaving meeting, Martin advised that was being looked at and would update at a future meeting. MF update 15/12/2022 – programme still in development and now investigating if it would be necessary to consider other cyclical maintenance works to be included within the programme following the issue regarding dampness in homes. 23/2 Update – extractor fan maintenance programme being developed and should be in place by end of March/early April. 26/4 – Update – Programme due to start in June 2023, programme prepared and due to commence in Multi Storey properties in Clydebank, with a view to texting/emailing notifications the week we will be on site. |
| Who | Agreed Action | When by | Progress |
|---|---|---|---|
|
Martin Feeney |
Repair cancellations - Martin to provide further information on when staff do not attend repair appointments for next meeting. |
23/2/23 |
Ongoing 23/2 Update - data not available but will be shared at next meeting. Repairs also to start sharing repeat no access details with HO’s to investigate and assist. 26/04 Update- No access information being shared monthly with Housing Operations, commenced December 2022, automated report to be set up with IHMS team going to each Housing Officer area. |
| Who | Agreed Action | When by | Progress |
|---|---|---|---|
|
Martin Feeney/Stefan Kristmanns |
Add complaints and enquiry info into Repairs performance template |
27/4/23 |
26/4 Update -Data provided on all complaints/enquiries received by Building Services including Stage 1 & Stage 2 from customer relations. 29/4 – agreed action completed – happy that internally complaints are monitored and action taken. |
| Who | Agreed Action | When by | Progress |
|---|---|---|---|
|
Kathryn Irvine /Housing Ops |
New monitoring of repair recharge process to be shared |
16/10/23 |
|
|
Jane/ Repairs call centre |
Repair call handling information to include longest wait time |
15/6/23 |
|