The WDTRO meets with the Housing Convenor and senior housing staff every 2 months. This allows tenant representatives to have face to face discussions with decision-making Housing staff and to work together to improve housing related services. The WDTRO encourages all groups to have 2 representatives involved and is a good vehicle to aid participation and resolve tenant issues.
Apologies from David Lynch, Councillor Sorrell and Stefan Kristmanns joining when able.
Jane apologised for late start of meeting due to technical difficulties.
Martin provided a verbal update on his outstanding actions,
Lift Protocol – Nicola advised that protocol in place. Texting element not active yet – challenge is to ensure consistent response even when out of hours. Solution been put forward and confident that should have operating in new year. Will update fully as soon as possible.
Peter outlined this long standing issue where the WDTRO feel that surplus made by Building Services should return to the Housing Revenue Account (HRA) and not into general services budget. Council’s position is that current situation meets with legal requirements and been checked with Audit Scotland.
Peter said that current financial situation in Council is very difficult with unprecedented pressures in 30 years. Removing the surplus from general services would make this even worse so not the right time to do any wholesale change. Appreciated the value for money concerns and so planning to introduce new thinking thro a review of the Council’s financial strategy. Peter reiterated that he has always promoted the WDTRO’s position and his and other officer’s intention, is to fashion a way to migrate away from current situation and would be included in Financial Strategy when it is considered by Councillors in October 2023.
Frances asked Peter to confirm commitment to review in 2023, which he did. June noted that would like to have some sight of this before it was finalised, Peter noted that there is no duty to consult with tenants on this and it is councillors who make the decision but happy to share the proposal with the WDTRO ahead of the Council meeting. Gurpreet thanked Peter for coming to address the issue and keen that WDTRO know he is listening to them. Harry confirmed the WDTRO’s frustration so far but appreciated the progress made today.
Martin spoke through figures provided. Improving picture- emergency response time down, non-emergency repairs up mainly due to backlog and working through that - also a lot are more complex repairs so take longer to complete and did met target in October.
Most figures are trending towards improvements.
Frances noted that number of duplicate repairs is very high. Martin advised can be for number of reasons and rely on CAS team – meant to check repair history but often get missed – staff turnover has added to this problem. At end of year data gets verified and corrections made before sent to Housing Regulator.
Gurpreet asked for clarification on the high numbers of “duplicate repairs” and “raised in error”. Also regarding “no-access”, still doesn’t capture situation when the tradesperson doesn’t attend and job gets cancelled.
Martin confirmed that the jobs cancelled due to ‘No access” is when tenant hasn’t given access or not answered the door. Martin confirmed that he will provide further information on when staff do not attend for next meeting.
Harry asked about incidences of “tenant refusing repair” and how this is approached - Martin clarified they would attempt to rearrange but if still don’t get access would then cancel.
Texts will be sent to tenants when repairs are cancelled in the future and gives link to rearrange the repair – being tested and should be live in the new year and should help reduce cancellations.
Scott advised that not been an increase in vandalism noted by Housing -has spoken to Police, housing officers and other partner agencies. Scott asked tenants to email him any concerns about vandalism and he will share with Police Scotland and then ensures that it can be recorded and actioned.
Frances didn’t understand how don’t have record of incidents - at Littleholm, lifts are regularly being vandalised with buttons being bashed in, burnt, lift sprayed, spittle etc. They have been repaired but then broken again. Main entry door of West Court been boarded up and taken months to fix.
Scott confirmed not been reported as Anti-social behaviour but might be about how they define that – criminal act and a cost involved. Frances acknowledged that most of the incidents she reports are to repairs. Scott advised that he will check with Repairs team to see which repairs are as a result of anti-social behaviour.
Scott gave reassurance that has asked the anti-social behaviour teams to do foot patrols to multi-storeys and for the CCTV team also to focus on the flats so they will get monitored. The teams have also been asked to note any vandalism. Also confirmed that there is an internal process for caretakers and HOs’ to flag concerns about vandalism to the ASB team.
Action: Scott to liaise with colleagues and ensure foot patrol inspections are carried out regularly and any vandalism noted and actioned.
New Build updates given as follows,
June asked for update on old Frank Downie house site and John confirmed that this been sold to a private housing builder and that there is no requirement to provide homes for rent.
Ruth asked for clarity on surveys at Willox Park as had been previously told that all flats would be surveyed. John clarified that the 2/3 properties will have the more intrusive surveys but still doing surveys in all properties.
Rent setting consultation has started and all tenants will receive information thro the post about the options and how to vote. There are 2 options to consider 4% and 5% and these were the lowest options that could be offered while still investing in improvements to current stock, building new properties and ensuring current services weren’t cut.
Are consulting nearer to Christmas than would have liked but have made voting as easy as possible thro free post voting card, online, by text or email. Staff also been given a briefing note and asked to encourage tenants they speak to, to vote and help them vote if necessary to help get as high a response rate as possible.
TPAS re- accreditation been submitted and next stage is for TPAS to review it and then arrange focus groups in Jan/Feb with staff and tenants to ensure we do what we say we do.
Winter edition of the Housing News been delivered to tenants and the web link sent to staff. Thanks given to everyone who submitted articles and the deadline for the spring edition is the 8/2.
Few groups have had specific festive events such as Tullichewan and CATRA held a joint Christmas craft bazaar and Central Radnor Park TRA joined up with Ysortit to host a Christmas party for local kids -really good to see groups joining together to increase their impact. Risk St TRA have settled into their new community premises and Hanne been helping them kit out the flat and have some great plans for how they will use it.
Jane finished by giving thanks to everyone who attends the Liaison meetings and for helping them be an effective partnership and a great way to improve services and communication with tenants. Also appreciated was all the time the WDTRO members give over and above what they do in their local groups to work with the Council and hope that in 2023 will be back on track, making improvements and increasing tenant involvement.
Mary thanked Gurpreet for coming down to Willox Park to explain his role and was very informative.
Ruth also asked Martin about the new fire doors being fitted at Willox and if they would be painted? Martin confirmed that they don’t usually paint them but would speak with John and Nicola to see if that could be done.
Martin also noted that the call handling stats had been circulated and asked if there were any questions about these. Frances and Jane agreed that all figures looking good and number of calls abandoned and average queue times had really improved and were no questions.
Frances thanked everyone for coming along to the meeting and wished everyone a happy christmas.
Everyone was welcomed to the meeting by Councillor Johal, chairing meeting in place of Frances as her camera not working. Introduced West Lothian Council tenant and staff who are observing how West Dunbartonshire Council run our liaison meetings.
Apologies received from Janette Donlin and Jacqui Peacock (both Dalmuir TRA), Stefan Kristmanns, Nicola Pettigrew and Councillor Sorrell.
Order of agenda changed as Martin Feeney had to leave for another meeting at 2pm so the Update on Repairs Performance was discussed first.
Tables show performance for first 6 months up to end of September and Martin spoke through the figures. Non-emergency repairs were out of target and Martin advised this was due to some older repairs getting finished. The list of active repairs is falling as there are more completed repairs than reported repairs and will be in an even better position within 6 months.
Martin clarified that the ‘No access’ figures are where tenants have not been in, not that staff haven’t turned up. Jane reminded the meeting that the JRG also been looking at the no access/ cancellation processes and at their meeting previous week was agreed with Repairs to monitor as the improvements to the process should reduce the number of repair cancellations and this information can be shared at the Liaison meeting too. Graham confirmed that sending a text when a job is cancelled starting next week.
Cllr Johal referred to constituent cases where tenants are not told that tradesman not coming and Martin said that not sure why this is the case as there is a process in place - Planners should be rearranging these appointments. Cllr Johal also raised instances when tenants waiting over a year for a repair and Martin confirmed that his team are aware of these and are trying to make improvements. Martin confirmed that tracking of time starts when tenant first makes contact so WDC reports on inspection period and repair timing.
Before leaving meeting, Martin noted that tenants had asked for an update on the cyclical programme review and this is being pulled together and he will update at a future meeting.
In response to update about dedicated repair team for MSFs , Frances noted that does not seem to have sped up repairs. David advised that have been issues mainly due to vandalism - as soon as doors are fixed, they are broken again and Martec have some service issues. In absence of Martin Feeney, agreed to keep action active to monitor.
Walkabout and traffic calming roads at Willox Park complete apart from costs and implementation by Roads. John agreed to continue to give feedback as part of his regular forward plan.
Lift protocol –still issues with out of hours arrangements and who has responsibility for sending out text updates. David confirmed discussions ongoing with Citizen Services.
Cyclical programme information has been provided – agreed action complete and can be removed. Further action re update on review of cyclical programme still outstanding.
Housing Officers – TRAs happy with the information provided - agreed action complete and can be removed.
Written update provided and Tracy gave a summary of the changes. Mary said that the new Housing officer for Willox Park had contacted them and already met up so was pleased this now in place.
Harry noted that some tenants preferred to have a direct contact for Housing officers and there is concern about having to use the duty numbers but appreciated the drawbacks if tenants were phoning at night or not leaving message so could see both sides of the issue. Tracy confirmed that all messages will be passed on to relevant Housing Officer and they then make direct contact. Housing Officers are getting business cards which will still have individual mobile numbers for when they are dealing with a specific case.
Information provided ahead of meeting and Dawn went through presentation.
Have bought back a 3 bed property in O’Hare and going to use it as a pilot to test out different energy efficiency measures to help improve existing stock. Air sourced heat pump been considered in light of gas being phased out but very expensive when only fitting 1 so not value for money in this project so might be a gas boiler that is installed. Benefits of being able to do work when property empty as no disruption to a tenant so going to do underfloor insulation which when a property is occupied is very disruptive and difficult to do. June asked what underfloor insulation is going in as concerned about fire safety and Dawn confirmed that it will be insulation attached to the floorboards, usually synthetic and needs to meet fire regulations – often wool is used.
Mary advised that similar problems at Willox with dampness so will be interested in outcome of pilot. Dawn confirmed that there was a specific assessment of the issues at Willox Park ongoing.
Graham shared his screen to demonstrate the new tenant self service portal. Able to check rent account, make payments, log repair and check progress on repairs already reported. If a repair was cancelled could then get it re-activated. Longer term plans are to add be able to apply for changes to tenancy (ie. succession, assignation) and housing applications.
Hanne asked if re-activated repairs would be new repair or re-instate old repair and Graham confirmed it would be logged as new repair and needs some more internal discussions.
Frances asked if there is scope for reporting communal repairs. Graham said that not yet possible but it will be developed. Jane confirmed that this is a key issue as often people assume that someone else has reported a communal repair so would be good if tenants could check what communal repairs were already reported. Graham confirmed they are looking at ways to show which communal repairs have been reported and need to be careful re wording if going to be made public as were GDPR considerations -discussions ongoing with staff to ensure no sensitive information provided.
Cllr Johal asked if you would get confirmation of repairs logged. Graham said that it should show up on system as logged repair and tenants should also get a text message.
Harry was impressed with portal and asked if TRAs can use this to report repairs for community flats. Graham said that would look at this as currently system is set up for those with secure or short secure tenancies but sure the community flats could be included.
Graham advised that he happy to come along to future meeting and update as system gets developed. Updates will also be publicised on website and through Housing News.
Action : Graham to see if community flats can be added to portal and keep Liaison updated as the portal is developed.
Jamie spoke through the briefing note provided prior to meeting. The SHIP for 2022-27 aims to deliver 523 homes in priority projects and with additional projects of Buybacks and Renting Off the Shelf purchases the figure rises to around 750 properties.
Jamie noted that current Administration are keen to increase the number of properties delivered. Looking to maximise Scottish Government funding, buy back properties from open market as well as buy properties from private sector builders. All of these would have to meet WDC standards for accessibility and energy efficiency.
Cllr Johal confirmed that current Administration are keen to get more housing made available.
Information provided prior to meeting. Things are moving more slowly as people wait for rehousing offers though still on track for 3 year timeframe given. Hopefully void turnout will increase and this will help move people on.
Jane noted that screen version shows August figures which weren’t on paper copies however previous figures will be added in the future so that progress can be shown more easily.
Hanne has linked up with Neighbourhood Networks who support people in West Dunbartonshire with additional support needs and aim to increase independence, life skills and community connections thro volunteering. Have had a first meeting and discussed how they want the group to work. Some are council tenants or could be future tenants as they live with family and/or with other providers and were keen on getting involved and giving their opinions on WDC Housing services.
Some ideas they spoke about was looking at the Tenant Handbook and making an accessible version, sharing information with each other about things like contents insurance and highlighting more local issues so a mixture between Scrutiny Panel style where they focus on a certain topic but also bit like TRAs where look to improve local things in their areas. Agreed to meet 3 times a year, TP will facilitate and keep WDTRO posted on how the group develops.
We currently hold a gold TPAS Accreditation but it only valid for 3 years so we need to reapply. Are starting the self-assessment stage and need to give evidence of how we meet 10 specific criteria set by TPAS. After we submit our self-assessment TPAS will then arrange focus groups with staff and tenants to ensure we do what we say we do and hope we will get staff and tenant cooperation when dates for the focus group are arranged – probably in Jan/ feb.
Housing News – winter edition being put together and need any articles by Monday 31/10 at the latest.
A tenant guide to ASB is being put together and a draft been emailed out to WDTRO members for comments - comments needed back to Scott McLelland by 15 November.
Harry raised that walkabout at Tullichewan yesterday was successful. Things are mostly sorted and if they aren’t then they get updates.
List of those present:
Everyone welcomed to the meeting by Craig Edward.
Apologies received from Janette Donlin and Jacqui Peacock (both Dalmuir TRA), Harry McCormack (Tullichewan TRA), Stefan Kristmanns, David Lynch and Suzanne Marshall.
Updated sheet shared on screen. Confirmed that pilot repair team for MSFs is in place and going block by block to ensure fire doors are in working order.
Lift protocol – meeting next Thursday to finalise the plans and to ensure out of hours arrangements in place too.
Repair cancellation process - texting/emailing processes currently being tested .Also discussions with Housing Operations for Housing officers to get involved for access if necessary. Issue is being discussed via Joint Rent Group and there is an action for more info and discussion.
Mary asked Martin about USB sockets if this will be going into Sheltered Housing too as more devices need USB. Martin confirmed this will be all properties during void process and anywhere else they are needed. Martin expects all staff to put in USB sockets when need is identified and are stocked – idea is to reduce fire risk from over loaded sockets. Not currently part of an improvement programme and will be discussed at Better Homes Board about how to be rolled out.
Emily advised that the Council is wanting to develop an enhanced multi storey flats strategy and make these properties better places to live. They account for 10% of Council stock over 19 blocks so are an important HRA asset and homes to hundreds. Want to pull together a cohesive action plan to improve them and keen to get tenants views on their priorities. Emily is developing a survey to capture tenant views and asked the WDTRO to review the proposed questions to see if they are suitable and if any other questions should be asked.
Emily’s email address is on the briefing note and would welcome any suggestions before 10th September.
Craig asked that for additional question about outdoor space as this can be very valuable to tenants.
Craig noted on item 5 re new heating systems that this may be setting false expectations - Emily will consider rewording this.
Jane confirmed she will check in with Dalmuir and West Bridgend TRAs to get their views too.
Regarding Brunswick, Montreal and Quebec blocks (BMQ) -is largely on target, aware that do not want to rush and leave some tenants staying in empty blocks. Housing Officer encouraging tenants to put in housing applications.
Got approval from Housing and Communities Committee for Net Zero strategy which means all new Council housing will meet this standard.
New site in Bonhill area for housing – between Main Street and Campbell st. £160,000 land transfer from general fund into HRA. Probably 25-30 new homes but also speaking to neighbour to try and buy this too so long as the asking price is as independently valued – will help maximise the site.
Queens Quay just about to complete. Handover dates may slip by a week or two -likely 15th September for completion of the Council homes.
Clydebank East - site investigations showed worse picture of ground conditions. Looking at wider options appraisal for remediation works, not necessarily taking at the cheapest option, would rather look at what best works.
Craig asked regarding BMQ, if being cleared block by block or all at the same time as conscious of ongoing cost of repairs so getting demolished quickly is better. John advised that everyone is being moved out from all blocks at the moment as soon as they get a suitable offer of housing. Moving people into other blocks to clear a block may be considered in the future. Emily and Robbie (Housing Officer) are co-ordinating this and will listen to tenant concerns as they are raised.
Mary asking about Willox Park as heard there is a slight alteration to plans and are meant to be getting a newsletter with an update and tenants keen to hear. John confirmed a newsletter was being put together and would be issued imminently.
The TRAs are back after summer recess, some arranging AGMs and Hanne supporting them do that. All TRAs are active again and are being encouraged to ensure they focus on promoting their activities to encourage new members and ensure they are being representative and apolitical.
Dalmuir TRA have closed their community café but in discussions with Alternatives for them to run a community café like their Sweet success café in Dumbarton. Been agreed in principle and just need to sort out the financial contribution Alternatives will make towards the running costs that will help the TRA keep the premises as their base and the community benefit from having a community café.
Autumn edition of the HN being put together and thanks given to everyone who submitted material. Will include articles promoting the Tenant Priority Budget, the shower programme and the MSF consultation that Emily been outlining. Also focusing on the support available for people struggling with the cost of living crisis and will be out around the 23 Sept.
The Joint Rent Group (JRG) met again on the 18 August and had a good discussion on the updates provided and hopefully for the September meeting Finance will be in a better position to provide the financial info that the group’s waiting on. Also starting to think about rent setting and will involve the JRG and WDTRO when in a position to plan the consultation.
As part of our TP Strategy action plan our TP webpages been reviewed to make sure they are up to date and asked for comments as want to make sure they are a good source of information for tenants and tenant groups 24/7. Any comments on the webpages should be passed to Jane.
Jane advised that West Lothian had been in touch and particularly interested in Tenant Priority Budget and Liaison meetings. They have asked if some of their tenants can come along to observe next Liaison meeting – no one objected and Jane to extend invite to them.
Scott advised that a guide for tenants on Antisocial Behaviour is being produced and will ask for feedback when it ready.
Ruth asked Scott about one-way system which has been requested for Willox Park. Scott confirmed it was being considered and is collecting information on effects on emergency services etc to enable a final decision to be made. Is housing land so will be Housing not Roads that can decide.
Awaiting on public access at Council offices before moving to hybrid meetings- will be on zoom until then
List of Those Present at Meeting
Everyone welcomed to the meeting by Craig Edward and Alasdair Bryson was introduced as been invited in relation to fuel poverty item.
Apologies received from Janette Donlin and Jacqui Peacock (both Dalmuir TRA).
The written update given on additional sockets refers only to the re-let standard but was asked if any work being discussed by the Better Homes Group? John advised that being looked at as part of wider review of the Capital programme and progress being made initially by the Void Working group and then would want to replicate in all stock .Cllr Edward asked if the Sept date is regarding re-let standard or wider programme and John confirmed this date is for re-let standard. Martin advised that USB sockets are being fitted as standard in void properties.
Dedicated repairs staff for multi-storeys – Martin advised that due to resource issues and demands placed on service, haven’t been able to start the dedicated team working in MSFs. Are currently recruiting and should have the enhanced service in place no later than end of August. Number of back-up contractors been agreed at recent tender committee which will help build resilience. Martin confirmed the apprentices will not be for this team and envisaged that the team will 4/5 strong. Have 10 employees trained by contractor to repair fire screens. Question asked if been any more thought to base the team at the high flats so that they can respond quickly to issues and Martin advised not and preference is to get them up and running first and could then be looked at.
Road calming at Willox Park – Scott waiting for response from Roads engineer and will escalate to Liam Green. Scott wants to ensure there’s a comprehensive plan. Mary raised that lots of things from walkabout not being done, only one task done from list of approx. 20. Scott will raise any outstanding issues with other departments.
Lift protocol – Nicola provided additional info that all text messaging should be in place by end of July and confirmed that continue to get posters up if lifts are not working which had been done during recent lifts being off as well as welfare visits. Also Martin’s team have made contingency plan to have most common breaking spare parts available so that the wait won’t be as long in the future. Frances raised that tenants have been asking for spare parts to be kept for many years. Martin advised that the recent incident at Dunswin Court was that the motor had burnt out and so wouldn’t have been possible to keep such an expensive part as a spare – should last 30 years. Have been working with Kone to analyse the breakdown data from last 2 years to help prepare for incidences and help reduce time when any lift out of action.
Cancelled repair data shared on screen and Cllr Edward raised that high numbers of jobs were cancelled because they were “raised in error”, nearly 300 and ‘duplicate repair’ 200 and Martin explained that have a number of teams involved and have been training staff to help reduce duplication.
Charter action plan been updated with repair updates– Jane enquired as to what comes under “reactive planned” repairs and Martin explained that these are cyclical repairs e.g. cleaning extractor fans in high flats every year.
Repair cancellation process - discussion about confirmation texts about repairs which have been logged through council staff, the only opportunity for texts being sent are when it’s actually logged on the system as a repair.
Self-service portal – progress being made, project been prioritised and a contractor appointed to develop self-service portal. Assuming Sept “go-live” date and John confirmed this date was realistic.
Cyclical repairs – update refers to geographical pilot but was confirmed that enquiry had come from discussion about lack of knowledge about cyclical repair – what should get done when and action was about increasing tenant awareness of these programmes. Martin advised that particularly with gutter cleaning can often not get done when owners refuse to pay so not straightforward but agreed to confirm what repairs done as cyclical repairs and what timeframes are.
Action: Martin to provide details of what type of work is on a cyclical programme and what the frequency is.
This was mainly covered in updates above.
Scott advised that recent issue at Westbridgend flats was a unique situation due to problems getting a replacement chip for the main control panel. Once aware of situation, Housing Ops offered support to tenants, knocked doors and did daily welfare checks. Liaising with Martin’ team to reduce repair times in the future and lessons been learnt.
Nicola confirmed that on schedule for September to move back to neighbourhood based teams. Been meeting with staff about patch sizes to take into account work in various patches and ensure staff trained on all aspects of going back to generic working. Will share the plan with Councillors and tenants as soon as possible.
Action: Nicola to share timing of move back to generic working and confirmation of officer patches.
Cllr Edward asked for clarity on how these work and who taking the lead. Nicola advised that Housing Operations are taking the lead on coordinating and monitoring walkabouts. Number of walkabouts taken place and dates arranged for future ones. Housing Ops have central spreadsheet for monitoring and are discussed at monthly team meetings.
Nicola noted that a big challenge in the walkabout is the actions from other services. Recording template also now consistently being used and these will help push on if issues aren’t addressed.
Harry noted that Tullichewan TRA are having successful walkabouts - most issues are being resolved and communication from staff been good.
Cllr Edward raised that he was at a walkabout at Central Radnor but not had any updates or confirmation of what’s in progress. Nicola took that on-board and aim to have them all consistently done well. Walkabouts are a standing item for Housing Ops monthly meetings and will make sure that feedback mechanism is tightened up. Also need an escalation process.
Jane raised that it is important that walkabouts are consistent across the council area and that an action plan is produced and kept updated. Actions also need to be realistic, sometimes council cannot action something and this should be made clear as to why not. Frances noted that tenant frustration is when things take too long to sort – Littleholm has a walkabout arranged for July but some issues been outstanding since before lockdown i.e. getting a bin outside the block.
All agreed that walkabouts are important locally and need to be done consistently and with honest conversation about what is realistic and can be achieved so that they have positive outcomes – key is good communication.
Alasdair gave outline of current energy crisis. Usually would be able to switch between suppliers but not possible now, comparison sites gone and been a 54% increase in April. Pre-paid price cap is 2% higher than this and paying bill as it arrives costs 7% higher still.
Some behavioural changes are possible
These will make a small difference but the cost of gas and electric is still very expensive and many households will struggle. There is help available through Working4U and the CAB energy advisors. Alasdair can also offer practical advice and can refer to the CAB. Energy suppliers are also obligated to help so important to contact them and they have access to funding and advice.
Cllr Edward asked what council could be doing to support tenants and residents and Alasdair confirmed that Pre-payment meters are a particular problem with no easy solution. He has an energy monitor that he can use to help tenants understand where energy is being used – recent example where water temperature on boiler was reduced – still warm enough to bathe but used less energy.
Hanne raised that there is a pilot about making better use of storage heaters planned for Kilbowie Court and Cllr Edward asked for information to be sent to him.
Alan advised that WDC has been prioritising work to reduce energy consumption - spending approx. £3m a year on external wall insulation and upgrading boilers. Are limited to how many they can do each year due to the cost but properties with the worst energy rating and in areas of multiple deprivation are targeted first. Older stock also more difficult and expensive to improve – easier to design in energy efficiency when building new.
Presentation couldn’t be shared on screen but will be sent out with the meeting note and includes Alasdair’s contact details. Alasdair was thanked for attending meeting.
At Brunswick, Montreal and Quebec have 50 active tenancies and 2 tenants recently moved out - still on track for completing within 3 year target. Ongoing work to make sure everyone has an active housing application.
New build updates: planning permission for Clydebank East was approved on 8th June. Additional parking provision requested after plans rejected in Oct. Waiting on advised tender prices over course of next 6 weeks, anticipate 20% price increase, quality of homes will remain. Net zero development. Hoping site start later this year and will take approx. 94 weeks to complete and will be done in 5 phases.
Queens Quay - WDC has 29 properties and will be finished by end of August - Suzanne also noted that this development has a district heating system and been assured that will be cheaper than gas for tenants.
Hope to be onsite at Willox Park and Pappert at the end of the financial year.
Cllr Edward asked if Clydebank East could incorporate funding from other sources as close to train station but John advised that solely Housing funding being considered at the moment.
TP performance report been produced to summarise the impact tenants have had as well as how TP budget is spent. Demonstrating tenant impact is the best advert for getting people involved and the fact that it can be difficult for us to demonstrate involvement is a sign that often progress is slow and that’s disheartening for tenants.
Easy to forget what progress been made but are good examples – particularly the Liaison meeting outcomes. Also fact managed to sustain all participation activities over the last 2 years is a testament to the commitment from WDTRO members, JRG and the scrutiny panel which is much appreciated.
Summer edition of the HN is out– includes an article introducing Craig as the new Housing Convener and an article on the 50th anniversary of Tullichewan TRA as well as other info and updates. Managers and co-ordinators have been emailed the link to the online version and should ensure it’s circulated to their staff.
The JRG met on 16 June and commitments been made about updates on outstanding actions being provided and progressed at the next meeting in August.
The Sheltered Housing Forum has restarted – been amended to keep the meetings as safe as possible and so having separate meetings for the Clydebank complexes and the Dumbarton and Vale complexes to keep the numbers attending smaller. Members were happy to be back again and a number of issues have been able to be resolved for them as well as flagging outstanding issues.
New I-Learn course been created for staff to increase understanding of TP. Jane also looking at option of creating something similar for tenants to have access to via the website.
Ruth asked John Kerr for update about telescopic dryers at Willox Park. John apologised as thought it had been done and will reply directly to Ruth.
1:30pm, Thursday 25 August 2022, maybe via Zoom
Discussion about hybrid/in person meeting option - Jane noted that no option for hybrid at the moment as Council buildings not equipped yet so will continue on zoom until situation changes.
List of Those Present:
Diane (as housing convener) thanked tenants for being involved and appreciated what a great job they did representing tenants.
Apologies received from Harry McCormack, Georgia McCambley, Peter Barry, Tracy Crichton, Janette Donlin and Jacqui Peacock.
Chairing of meeting was delegated to Jane as Diane has to leave early for a funeral and Frances had unreliable internet due to a recent move.
Re-let standard is under review as part of the Void working group.
Dedicated repairs team for multi-stories –been delays due to training but Martin advised should be up and running by end of May.
Traffic management at Willox Park – demolition completed. Traffic management plan will be in place for the construction phase and will be shared with tenants.
Traffic calming at Willox Park – Scott has spoken to manager of Roads and are looking at more long term approach and Scott will update Mary (Willox) next week after meeting with Roads dept.
Kilbowie Court – caretakers are going down regularly. Interviews have taken place to recruit new, full-time caretaker and an experienced caretaker will be deployed to Kilbowie as it’s on its own and the new caretaker trained up at other buildings.
Lift protocol will be updated with new procedure once development of text messaging is fully tested and have established who best to activate it – David Lynch confirmed is being worked on.
Jane shared screen, generally shows good improvement - number of calls abandoned is falling, amount of time on calls has reduced and queue time has reduced.
Agreed to continue to monitor to ensure improvements continue.
Performance info shared on screen and Martin explained the figures.
Looking to reduce repairs in system to 2000-2500, currently sitting at approx. 3100.
Worrying trend of cancelled appointments for no access, doing analysis to find out why this is happening to reduce it.
Big increase in numbers of people responding to satisfaction survey which makes satisfaction levels more significant.
Number of backlog repairs (reported prior to 26/4/21) is greatly reduced, 71 noted and Martin advised now down to 42.
Ruth asked about specific example of dealing with neighbours repair - Martin will look in to this.
Diane asked if there was information on whether tenant or WDC are cancelling appointments. Martin will share this information. She also asked whether sometimes WDC doesn’t turn up as been reported to her and Martin will look for this information.
Diane asked how much notice tenants get and Martin confirmed they get confirmation of the appointment when it is made and they are sent texts the day before and on the day.
Action: Martin to share information on cancelled repairs and split between WDC not attending or tenant not there to give access.
Diane and Ian left the meeting.
Jane read through the briefing note. Martin noted that is a big budget and would like to see lots more and bigger proposals.
Jane noted that proposals are sometimes slow to be completed and this makes it harder to get people to buy into the process - should be a good news story.
Stefan noted that estate walkabouts will be useful to generate more proposals and if these get embedded throughout the district then a good opportunity to raise new proposals.
John queried projects at Haldane to ask if these could have formed part of original plan. Hanne advised that these have come from new tenants so wouldn’t necessarily have been able to foresee these at building stage.
Frances asked about Littleholm laundries and Hanne advised still waiting on information back from architects and number of reminders been sent to them – will hopefully have an update for the public meeting on 11/5.
Verbal updates on outstanding actions given;
Review of repairs categorisations
Martin advised that struggling to recruit staff, looking at ways to get past this including agencies and subcontractors so not been able to improve response times. Categorisations have been reviewed and Martin happy to share this.
Action: Martin will share information on categorisation of repairs.
WDTRO suggested people get text confirmation of when repairs are put on the system. Martin advised that texts are sent when repair is logged as well as repair appointment date/time.
Stefan reminded re previous discussions to reduce jobs being cancelled may be worth texting before any repair is cancelled. Martin thinks this happens at the moment and will get an update. Stefan suggested using the Housing News as way of promoting improvement to the repair reporting process.
Action: Martin to confirm cancellation process and share.
Update on self-service portal - John appreciated the frustrations with the delays in the self-service portal and was able to update that parts of portal will be phased in and keen to making portal as tenant friendly as possible - is currently a development action.
Jane spoke through the written responses received from Housing Operations.
Scott noted that the recent walkabouts hadn’t used the template but that updates had been shared via email and template sheet will be used in future. Mary thanked Scott for walkabout, she noted that 30-40 points raised, but only 5 being monitored. Scott gave brief update and said that these 5 are starting point which are being progressed and others may take longer.
Jane suggested that template could still be used and the list of issues added to it so that outcomes could be recorded - Mary and Scott agreed.
Action: Jane to remind Martin about putting his responses in writing.
Stefan noted that good walkabouts are taking place and could be highlighted in Housing News.
Queens Quay – Agreed handover date is in August, 29 properties. Clydebank HA handing over in the next few weeks, then Wheatley group. Site C, nearer to Town Hall hoping to develop over time, looking to complement existing properties, maybe family homes, approximately 20 homes in current plans, also complicated as require to provide road (approx. £.5m cost), maybe looking at buying next door land to build 70/80 homes which would help to cover costs.
Clydebank East redevelopment. – hope to be onsite by end of calendar year. Planning permission still required and hoping to get approval Summer 2022.
Pappert, Bonhill – hopefully get onsite this calendar year
Willox Park – site start before end of calendar year –plans will be discussed with residents there. Construction phase is about 14 months.
Future development sites – Mount Pleasant and Clydebank old health centre – discussions ongoing.
Brunswick, Montreal and Quebec (related info circulated ahead of meeting) – John spoke through figures and are on track.
Buy back scheme – Good news as WDC secured match funding from Scottish Government (SG). Could potentially do 30 over the next year with SG funding. House market is buoyant and can’t go over 10% of home report value so may miss out on some purchases.
Capital Programme being refreshed and looking at making sure programme delivers on tenant priorities and ensure that we able to meet sustainability targets. Will be looking for tenant involvement with this.
LHS – recently approved, 11 regeneration areas, governance group set up (meets for the first time next week). 3 town centre areas as future regeneration areas.
SHIP – positive feedback from Scot Gov. and good partnership with Health and Social Care. Have over programmed and provides opportunity to draw additional money into WD and increase supply of affordable housing.
Homelessness – presentations have increased by14% in WDC - not a surprise as poverty and domestic abuse are main drivers and both have been on the increase. Tenant Hardship fund from Scottish Government, £250k been fully utilised - was used to help people becoming homeless, 239 households helped.
Mary asked about phase 2 of Willox Park, drying areas put in but no level area or paving slabs so not accessible. John acknowledged Mary’s email and is waiting on feedback from various officers and will reply directly to Mary.
Ruth said that had looked in to this and had read that it’s not allowed to use communal space for drying greens - John said that no reason why it couldn’t be used though less common that it in front of properties. Ruth felt it also creates hazard for cars when washing flapping on line and thought telescopic dryers would be better. John confirmed he would look into it and report back to them both.
TRA activities continue to increase as restrictions are lifted and Hanne providing support where needed. New TRA been set up in Haldane – well attended meeting and will meet on first Monday of the month. New group at Whitecrook getting themselves established and looking to join WDTRO when meetings are in person. Tullichewan TRA celebrating their 50th anniversary which is a fantastic achievement and will be featured in an article in the Housing news. They are also organising a number of social events to help celebrate this milestone.
Tenant Priority Budget – public meeting arranged for the Wed 11 May at 10am via zoom.
Full JRG meeting took place on 24/3 with focus on void budget and the tenants met on 21/4 to discuss further. At next full JRG on 26 May, still looking at void budget in relation to the Revenue Budget matrix that had been created and hopefully updates on outstanding actions will be available.
The Scrutiny Panel have reconvened and have been looking over current housing performance data and particularly in areas they have scrutinised before. As part of their review of previous scrutiny areas they intend doing a short survey of new tenants to assess if the good practices in relation to new tenant visits are still in place and how effective they are.
Work on the Summer Housing News has started and the deadline for articles is 11/5. Any staff or groups can submit an article - useful communication tool and want to ensure that tenants have access to the right information as well as interesting news.
Nothing raised
Diane welcomed everyone to the meeting.
Jane introduced Chris Young who has joined the Communities team and attending meeting just to observe.
Apologies been received from Harry McCormack, Georgia McCambley, Nicola Pettigrew, Hanne Thijs, Tracy Crichton, Ruth Dickinson , Janette Donlin and Jacqui Peacock.
Diane acknowledged the loss of Polly Wheelans who had passed away the previous month and the contribution she and all volunteers who give their time to meetings and improving their communities make. She will be sadly missed from the WDTRO for her contributions and for being such a lovely person.
Better Homes Group pursuing potential for additional sockets being included in a Capital programme and update to be given to Liaison as well as JRG. Martin Feeney, later in meeting when he was able to reconnect, was able to confirm that staff have now been made aware of the USB sockets and have them in stock so can be fitted when requested. Relocating sockets can also be done where the existing wiring will allow and should be requested via repairs.
Training for the dedicated repairs team for MSF s arranged for end of Feb/ first week in March so is progressing.
Lessons learnt from lift off at Littleholm include new text alert procedure being developed and has been successfully tested. Maintaining current phones numbers will be critical as is a separate system from housing system so staff will keep it up to date with any changes. Scott also confirmed that there will also be posters put up either by caretakers or the out of hours ASB team.
Everyone happy with the continued improvement in call handling times though waiting times still not at pre-pandemic times. Monitoring to continue.
Stefan talked through the performance information shared on screen. Average non- emergency repair target not met but mainly due to older repairs getting completed which increases the average time. Right First Time target also missed due to older repairs being out of target. All gas safety checks been done within year anniversary as required. Satisfaction levels also been gradually increasing and this is also with an increase in surveys being completed so the response rate is higher and can be considered more accurate.
Level of backlog repairs down to 116 and these due to needing scaffolding which is in scarce supply. Councillor Docherty asked about contact as most of the complaints she deals with were in relation to tenants not being kept up dated. Martin advised that they have created a new post to help planners so they are in a better position to re-organise jobs if staff are off sick or any other changes needed and be able to contact the tenant.
Stefan asked about potential for sending text before jobs get cancelled as discussed at Joint Rent Group and Martin confirmed it is being trialled with emergency repairs and will keep meeting updated on progress.
What is the current procedure over handing back keys after end of tenancy? – Concern over practice of some outgoing tenants being told to just put keys through the letterbox and door then gets forced by housing. How many forced entries have been done and at what cost? – termination information distributed ahead of meeting.
Suzanne Marshall advised that had had to pull back from officers meeting people to collect keys and this was the best way to do it. Within the figures for forced entries will include properties that had been abandoned and have found an increase in them as offices are closed. As offices re-open should see a reduction in forced entries.
June asked where in Clydebank tenants can hand in keys and it was confirmed that the One Stop Shop in the shopping centre was re-opening from 7/3 and tenants can make an appointment to see staff or hand in keys. Scott confirmed too that the Church Street office re-opens 7/3 by appointment so Dumbarton tenants can see staff or hand in keys there. Arrangements also in place for Alexandria tenants at Mitchell Way.
In addition to the update provided ahead of the meeting, Suzanne summarised that have made some inroads but want to retain specialist functions to bring performance back to where they want it so pilot being extended for further 6 months ( until Sept ).
Local Housing Strategy (LHS) been agreed by Council and now also endorsed by the HSCP so progressing and will now implement a delivery group.
Dumbarton Harbour now complete and all tenants have moved in – 195 properties there including the Housing Association ones.
As previously advised Queens Quay completion being delayed due to delays in materials for the main access road. The properties are progressing well but can’t be relet until the road is completed so will need to lie for a period with security in place.
Clydebank East redevelopment hoping to be onsite by August but plans still needs to be agreed at Planning committee meeting on 30 March.
Pappert contract being put together and looking at a August/September start date. Willox Park consultation is ongoing and the demolition of the old care home planned for the end of February/ beginning of March.
Also have a few sites where are engaging with landlords for future development sites e.g a private landlord in Bonhill and the NHS re the old Clydebank Health Centre.
At Brunswick, Montreal and Quebec a number of tenants have already been rehoused so are ahead of target but timescales can vary. Housing Officer closely involved and ongoing community information sharing important.
Question asked about the demolition at Willox Park and if fencing will be put up around the site and John confirmed there would be. Further question asked about whether a one way system would be introduced as tenants worried about increase in traffic and it is a combined road and pavement there. John advised that there will be a traffic management system put in place to ensure safety and he will share it with the WDTRO. Another question asked about Willox Park in relation to the existing sheltered properties as one was meant to be used as a sample and is there any progress on that? John confirmed that progress had been delayed by tendering as no contractor had responded but going back out to tender and hoping more contractors will take it on.
Ruth raised issue of traffic calming for Willox Park as had raised it with Roads but they had said it wasn’t an adopted road so Housing responsibility. Scott confirmed that if not an adopted road then would be Housing’s responsibility and can be looked at during walkabout arranged for the following week.
Action: John to share traffic management for Willox Park.
Action: Scott to look at traffic calming possibilities at Willox Park walkabout.
Spring HN due to be delivered 11 March and will only be a 4 page edition to get it distributed ahead of the 8 week purdah period that happens before any election.
Apologies given to anyone whose article didn’t make it into smaller version and some stories will be kept for the next edition or included in next TP update.
The Scrutiny Panel been having a break since they presented their last report to the HIB in October but are meeting again on 4/3 to get updates on previous action plans and begin to assess Housing’s current performance data to decide what they want to scrutinise next.
TPAS and TIS have a few virtual events being promoted -TIS event on Housing, Engagement, and Net Zero Ambitions on 24 March 1:00 – 4:00pm on zoom. TPAS are also now having their conference at the Golden Jubilee Hotel in Clydebank Friday 10 June – Sunday 12 June so might make it easier for more to go for specific days once the programme is announced and will share the programme as soon as it’s released.
TRA activity continues to increase as restrictions are easing and Risk st and Willox Park are even planning their AGMs.Hanne been chasing up progress on Tenant Priority Budget proposals agreed and has a meeting next week with Repairs as well as visits arranged for some more bigger proposals and once they costed up will arrange another public meeting.
Frances raised concerns about caretaking at Dalmuir re lifts not getting done, them only working till 2pm, and caretakers at Littleholm saying they been told to focus on outside area around the flats not the lifts. David confirmed that they were back to their core hours so finish at 4pm and are specifically told to focus on the lifts and common touch areas and then can inspect outside areas. Scott explained that the early finish was to reduce exposure during covid pandemic and they didn’t take breaks so they finished early.
Jane raised an issue about Kilbowie Court on behalf of Georgia as they still don’t have a dedicated caretaker and the lifts weren’t getting done twice daily or the back stairs being inspected as lights had been out for weeks and when Georgia eventually phoned repairs they hadn’t been reported. David acknowledged that there was an issue at Kilbowie Court and the caretaker had been having problems with school kids hanging around and being abusive. The basic duties should still have been getting done by mobile team and David will make sure that they inspect the stairs and report communal repairs. David also confirmed that have got approval for 4 additional caretakers and one of them will be for Kilbowie Court.
Action: David to ensure that stairs are checked and communal repairs reported at Kilbowie Court until permanent caretaker in post.
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. | 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. |
Who | Agreed Action | When by | Progress |
---|---|---|---|
Martin Feeney |
WDTRO to be kept updated on progress of pilot of dedicated repairs staff for MSF communal repairs (including fire doors). |
22/04/2021 |
Completed 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.
|
Who | Agreed Action | When by | Progress |
---|---|---|---|
Scott McLelland |
Scott to look at traffic calming possibilities at Willox Park walkabout. |
ASAP |
Completed SMcL update 21/4/22 - Walkabout with residents group been completed. A number of issues raised have been addressed. A further site visit with road engineer is need in relation to any calming measures. This will be completed by end of April 22. 28/4/22 – actions from walkabout to be transferred onto walkabout template so that officers and tenants can keep track of progress. SMcL update 16/6/22- Completed and sent to Mary Paton 16/6- traffic calming plan to be chased up with Roads as well as updates on outstanding issues raised at walkabout 17/08/2022 Update Site visit completed with Roads Manager and both Ruth and Mary. Costings to be sent for traffic calming measures and curb lowering. Speed signage and road painting agreed and will be part of said costs. Remedial works also agreed for walkway and curbs – Pothole correction will also be costed. |
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 |
Charter action plan update to be completed with written responses to repair queries. |
ASAP |
Completed – (plus ongoing discussion also via JRG ) 16/6/22 -Charter action plan queries updated with responses from Repairs – copy issued with agenda Cancellation process confirmed as, Emergencies are manually cancelled on the system straight away Non emergency repairs - when the operative receives a ‘no access’ they update on their device which triggers a follow-on on DRS( repairs system). Planners follow up a minimum 2 times and try to contact the tenant to make another arrangement .If we are unable to get hold of the tenant, the order is then cancelled. These are manual processes as there is no workflow in the system to allow this to be done automatically Texts confirming cancellation of a repair are not being sent currently; Building Services / IHP teams are working on this process; also investigating sending emails where we have an email address as this is cost neutral where texts incur costs 25 August 2022 update – development of facility to text / email tenants of repair cancellation is on going |
Who | Agreed Action | When by | Progress |
---|---|---|---|
Martin Feeney |
Martin to provide details of what type of work is on a cyclical programme and what the frequency is. |
16//22 |
Completed 25 August 2022 update – cyclical work programme in place / in development includes the following:
|
Nicola Pettigrew |
Nicola to share timing of move back to generic working and confirmation of housing officer patches. |
September |
18/8 Update .Will be in place by 27/9, ongoing work with teams to allocate officers to patches, information will be shared prior to implementation with WDTRO, tenants, elected members, services and social media once finalised. |
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. |
|
|
All |
Comments on proposed Enhanced MSF Strategy survey questions to be passed to Emily Dorrian- Emily.dorrian@west-dunbarton.gov.uk |
10/09/22 |
|
Jane Mack |
West Lothian tenants to be invited to next Liaison meeting ( 27/10/22) |
27/10/22 |
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. | 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. |
Who | Agreed | When by | Progress |
---|---|---|---|
Martin Feeney |
WDTRO to be kept updated on progress of pilot of dedicated repairs staff for MSF communal repairs (including fire doors). |
22/04/2021 |
Ongoing 14/2/22 Martec (training provider) now able to do training face to face with selected staff and due to be done end of this month or 1st week in March. MF Update 28/4/22 - should be up and running by end of May MF Update 23/06/22 – due to availability of resources and demands placed on service; it hasn’t been possible to commence with the enhanced service in terms of a dedicated team working in MSFs. We are currently recruiting and having some limited success. 12 apprentices also complete their apprenticeships this year who will be offered contracts as craft workers. We are also building resilience with new back up contractors which may help free internal resources. The delay is regrettable, but unavoidable and we will have the enhanced service in place no later than end of August. |
Who | Agreed | When by | Progress |
---|---|---|---|
Scott McLelland |
Scott to look at traffic calming possibilities at Willox Park walkabout. |
ASAP |
SMcL update 21/4/22 - Walkabout with residents group been completed. A number of issues raised have been addressed. A further site visit with road engineer is need in relation to any calming measures. This will be completed by end of April 22. 28/4/22 – actions from walkabout to be transferred onto walkabout template so that officers and tenants can keep track of progress. SMcL update 16/6/22- Completed and sent to Mary Paton 16/6- traffic calming plan to be chased up with Roads as well as updates on outstanding issues raised at walkabout |
Nicola Pettigrew |
Lift protocol to be updated with new procedure. |
|
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. |
Who | Agreed | When by | Progress | |||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
Martin Feeney |
Martin to share information on cancelled repairs and split between WDC not attending or tenant not there to give access. |
ASAP |
Detail of all cancelled jobs 2022/2023 year to date; these include no accesses which was the request.
|
|||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
Martin Feeney |
Charter action plan update to be completed with written responses to repair queries. |
ASAP |
16/6/22 -Charter action plan queries updated with responses from Repairs – copy issued with agenda Cancellation process confirmed as, Emergencies are manually cancelled on the system straight away Non emergency repairs - when the operative receives a ‘no access’ they update on their device which triggers a follow-on on DRS( repairs system). Planners follow up a minimum 2 times and try to contact the tenant to make another arrangement .If we are unable to get hold of the tenant, the order is then cancelled. These are manual processes as there is no workflow in the system to allow this to be done automatically Texts confirming cancellation of a repair are not being sent currently; Building Services / IHP teams are working on this process; also investigating sending emails where we have an email address as this is cost neutral where texts incur costs |
Who | Agreed Action | When by | Progress |
---|---|---|---|
John/Nicola/Martin | Additional sockets and limitations of electrical boards and wiring being looked as potential capital programme being looked at by Better Homes group. | 02/02/2022 |
Ongoing MF update 19/2/21 Specification required and options being put together for future Better Homes group starting with (MSFs) possibly extend to full stock in time and findings will be shared with WDTRO. MF update 22/04/21 Being raised at the Better Homes Meeting 20/04/21 WDTRO Liaison 25/04/21 - Full update to be provided for next meeting. 15/06/21 update – there have been further discussions and suggestion is that this could be incorporated as part of the planned review and consultation around the Re-let Standard, due to go to HACC in Feb 2022. This could then inform thinking around developing a wider retro fit programme. 16/12/21 No update available |
Who | Agreed | 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 MF Update 19/04/21 Canvasing of team members to establish interest Seeking costs and cooperation from fire screen / doors manufactures in regards to training of WDC team and to establish replacement glazing panel sizes and spare parts so that stock can be ordered. 15/06/21 update - team members have been identified, training around types of fires doors is being arranged and plan for new service to commence around July. Discussion on-going around whether this will initially be a partial service (potentially Dalmuir and Littleholm) or full service. Further updates will be provided to WDTRO when decisions are made. 24/6/21 update – training been arranged and will be piloted in Dalmuir and Littleholm. 16/08/21 update – issues with training provider has delayed the training being organised, pilot to commence when training has been carried out. 18/10/21 – no further progress, training still to be arranged. 16/12/21 Training still be arranged with contractor 14/2/22 Martec ( training provider ) now able to do training face to face with selected staff and due to be done end of this month or 1st week in March. |
Who | Agreed | When by | Progress |
---|---|---|---|
John Kerr |
Traffic management for demolition at Willox Park to be shared |
ASAP |
|
Scott McLelland |
Scott to look at traffic calming possibilities at Willox Park walkabout. |
ASAP |
|
David Lynch |
Stairs to be checked daily and communal repairs reported at Kilbowie Court until permanent caretaker in post. |
ASAP |
|
Frances McGonagle - Littleholm TRA (chaired meeting) Councillor Diane Docherty - Housing Convener, Harry McCormack - Tullichewan TRA, Mary Paton - Willox Park TRA, Georgia McCambley - Central Radnor Park TRA, June Todd - WDTRO, Alan Young - Housing Asset and Investment Manager, John Kerr - Housing Development & Homelessness Manager, Jane Mack - Snr Housing Development Officer (Tenant Participation), David Lynch - Area co-ordinator, Suzanne Bannister - Client Services Officer (Repairs & Maintenance), Tom Black - Technical Officer (Repairs & Maintenance), Councillor Ian Dickinson - Vice Housing Convener.
Frances welcomed everyone to the meeting. Diane introduced Councillor Dickson who is vice Housing Convener and interested in the meetings but going to stay in background.
Apologies been received from Martin Feeney, Nicola Pettigrew, Hanne Thijs, Stefan Kristmanns , Tracy Crichton, Ruth Dickinson and Suzanne Marshall hoping to join later.
Update in relation to pilot of dedicated repairs staff for MSF communal repairs ( including fire doors) – no update provided but Alan able to advise that Martec engineering been delaying the training due to resource issues and Martin been trying to get organised and will be progressed as soon as possible. Suzanne also able to advice that Martec have been inspecting all fire doors and Suzanne been chasing up outstanding repairs.
Outstanding action re additional sockets and limitations of electrical boards and wiring being looked at as potential capital programme by Better Homes group – last update , 15/6 states that will be included as part of review of relet standard due to go to February HACC – Jane asked for any update on that as been no consultation so assume not going to Feb committee– no update available so will remain as outstanding.
Frances advised that at Littleholm both lifts were off for a day and odd lift off for over a week and protocol not followed and communication was not good enough. Tom Black advised that notices were put up on the ground floor and on each landing but this was just to advise that ‘Lift out of order’.
David Lynch’s laptop microphone was not working so he was not able to be heard – he did put some information in the meeting chat and he felt that the protocol had been adhered to but are looking at QL being able to send text messages to improve for future. John highlighted that the purpose of the protocol was to ensure vulnerable tenants got the assistance they needed and Housing Operations would ensure that that happens in the future and that included ensuring that staff know about the protocol and what they need to do.
Diane also stated importance of keeping people informed.
Agreed that a written update on why the protocol wasn’t followed at Littleholm, lessons learned and making it clear who responsible for notices, what information should be on them and assurance that all relevant staff know about their role needed.
Jane advised from an update given by Nicola Pettigrew when submitting her apologies that a duty number for Clydebank wasn’t available yet but was something Nicola was prioritising. She also appreciated that difficult for tenants to understand the different function split and who tenants should contact and she’s reminded housing officers that when a tenant contacts about something not in their function to makes sure they always let the tenant know who and a number to contact.
An article was included in the recent Housing News so hopefully more tenants will now be aware of the change.
Concern was still about how difficult it was to get through on phones but understand the difficulties of remote working.
No one available to give any update on how well the duty system was working in Dumbarton.
Was confirmed that the Clydebank team no longer based at Aurora House and were still awaiting new accommodation to be identified. Perception by many tenants is that Clydebank are getting a different service to Dumbarton.
In Stefan’s absence, John summarised the report issued and only one outcome overdue which Alan confirmed has been worked on and just needs updated.
In relation to the WDTRO queries, one in relation to developing and implementing an awareness campaign relating to cyclical maintenance programmes hadn’t been updated but Suzanne was able to advise that she was working on that and cyclical programmes were going to be included in QL system. Frances advised that it was the promotion of the programmes that was needed as that is what tenants want to know – what getting done, when.
Tenants happy with the other updates in the report.
Suzanne advised that she was involved in customer service feedback meetings and do monitor call handling – new staff been taken on but still being trained so benefit of them not seen yet.
Percentage of abandoned calls still high and average queue times up to 14-16 minutes. Agreed to keep monitoring until improvements can be seen.
Latest development at Dumbarton Harbour just been completed this week which brings total of over 300 new homes created this year.
One development still ongoing is Queens Quay in Clydebank which will be due to be handed over June/July due to delay with access road.
Future programme includes Clydebank East which goes back to Planning Committee in early February and then hopefully onsite after that. Pappert plans also going to a special Housing Committee meeting on 5/1/22 so progressing too.
The SHIP (Social Housing Investment Plan) was approved in November and sets out development programme for next 5 years. Looking at future sites and have plans for old care home sites at Willox Park and Mount Pleasant. Also looking to develop a gap site strategy to help develop small sites and feasibility study being carried out.
Clydebank Health Centre acquisition still ongoing and hopefully completed by end of March. Centre is currently being used in COVID response so may need to let that continue as part of transaction and delay redevelopment.
Looking to review the Design Standard to assess zero carbon options and will get the Design Panel involved in those discussions.
Brunswick, Montreal and Quebec rehousing programme underway and all tenants been given advice on housing options. 3 year programme and timing very variable.
A High rise strategy also to be developed and will want to discuss with tenants and the WDTRO – John asked the WDTRO to consider how they would want to be involved and he will be in touch to make arrangements.
Rent setting consultation well underway - tenants are using the range of ways to vote and email and reminder text sent this week which prompted more people to vote. The voting is open until 20 January and would encourage tenants and staff to encourage people to vote so we have a clear idea about tenants’ preferences.
Tenant Priority Budget update - had a virtual public meeting on 7 December and 2 more proposals were approved and been passed to repairs to get done – to improve the drying area at the side of Kilbowie court and the other to create a path and patio area at the back of Willox Park .
Winter Housing News got delivered to all tenants last week and the deadline for the spring edition is 8/2 if staff or tenant groups want anything included as is a good way to communicate with all tenants.
TRA activity is increasing and some who haven’t met up to now are beginning to arrange meetings and we’ll keep an eye on the public health advice about doing that safely and give advice to groups. The new TRA at Whitecrook are moving forward to get their constitution agreed and are keen to link in with the WDTRO which we’ll encourage.
Reminder given of Nicola Pettigrew’s invite to be involved in local walkabouts and hopefully that will be something groups will take up in the New Year.
Jane thanked all the WDTRO members for embracing digital meetings and ensuring that tenant participation continued throughout the last 2 years and the time and effort they commit. Tenants often let down and that’s why it’s so important that we have partnerships with organisations like the WDTRO as with their feedback we have the best chance of improving.
Nothing raised.
2pm, Thursday 24 February 2022, via Zoom.
Meeting dates for 2022 been scheduled around WDTRO committee meetings and calendar invites will be sent to officers.
List of those present at meeting: Councillor Diane Docherty - Housing Convener (chair), Frances McGonagle - Littleholm TRA, Ruth Dickinson - Willox Park TA, Mary Paton - Willox Park TRA, Georgia McCambley - Central Radnor Park TRA, June Todd - WDTRO, Alan Young - Housing Asset and Investment Manager, John Kerr - Housing Development & Homelessness Manager, Jane Mack - Snr Housing Development Officer (Tenant Participation), David Lynch - Area co-ordinator, Hanne Thijs -Housing Development Officer (Tenant Participation) (minute taker), Nicola Pettigrew - Housing Operations Manager, Suzanne Marshall - Area Coordinator, Stephen Daly - Manager – Citizens and Digital Team, Stefan Kristmanns - Housing Development Co-ordinator, Jamie Dockery - Snr Housing Development Officer, Emily Dorrian - Housing Development Officer
Diane welcomed everyone to the meeting.
Apologies been received from Martin Feeney, Joanne Geddes, Harry McCormack.
Diane introduced Nicola Pettigrew, new Housing Operations Manager and Stephen Daly Citizen Services Manager.
Discussion about training for repairs staff for communal repairs. Martin Feeney provided update that training provider have let them down and still be rearranged.
Action: Diane requested that this is followed up. (Martin Feeney)
Suzanne Marshall noted that she and Scott met with Frances McGonagle and protocol now updated and to be circulated, can then be removed from list.
Action :Updated lift protocol to be circulated.(Suzanne Marshall/Scott McLelland)
Diane asked that well wishes be passed to Billy Neeson and Polly Whelans.
Review carried out with Organisational Development team. Spoke to stakeholders including tenants and looked at data and systems. 10 process maps created from this, these look at the individual steps taken to complete types of work i.e. repair, inspections. Looking at structure of repairs service including amount of staff, overtime etc. 150 actions created to improve housing repairs service, approx. 30 are related to how calls are handled. This work has now started in the council, but could take some time.
Diane asked if survey of tenants included those who’s repairs hadn’t been done, Stephen clarified that everyone has had their repair done but some people’s repairs are done out with target time. Diane raised that tenants have approached her and they are frustrated that there is a lack of communication. Stephen confirmed that survey covered a cross section of tenants who had repairs completed and this would be part of their feedback.
Stephen said that call handling improved in August, but not to extent they would like. 11 minutes for an emergency, 13 minutes for update, 12 minutes for a new repair.
Challenge over the summer has been new staff coming in and having to train them. Repairs backlog is impacting as it means that people are calling back to check when their repair is being done, these calls often take longer than just taking a first time repair call. 3 new members of staff are being recruited, interviews were on Wednesday, expected start date end Nov, beg Dec. Stephen is hopeful that this will reduce wait times.
Stephen apologised for call handling performance and agreed that it is unacceptable.
June raised that tenants are still waiting a long time for calls to be answered and she waited yesterday for a long time and ended up giving up. Stephen said the he is happy with his details being shared to help people resolve any issues.
Frances noted that as Stephen has admitted issues and ways they are moving forward, this is good and tenants are happy to wait and see if things improve. Frances said that Covid cannot be an excuse forever.
Jane suggested continuing to monitor figures over the next few months to see the improvement. Agreed to keep as an agenda item.
(Stephen Daly left the meeting)
Stefan talked through the document in lieu of Martin Feeney. Diane requested that Martin Feeney should always nominate someone from repairs service to be present in his place so that there is always a repair presence and they can talk directly about their service.
Action: Jane to email Martin to request this.
Backlog will be having an impact on length of repairs. Once backlog is cleared these average figures should reduce. Majority of backlog will be cleared by end of October though some jobs involving scaffolding being delayed due to scaffold shortage.
Pilot of satisfaction surveys being done which asks for feedback via phone and text after repairs are done. Reports going to Housing Improvement Board (HIB) so satisfaction being closely monitored.
Nicola updated on what is happening and going forward how she wants to work with WDTRO. Request for full audit estate came from a Councillor motion.
Initial assessments have been carried out in estates along with Greenspace and discussions with waste management. This will help to identify any additional resources needed to complete this work and provides a starting point. Greenspace and waste management have agreed to work together on this going forward.
Next step is to link in with tenants for future walkabouts and decide on how often they take place (may differ by area), Nicola is working on a feedback template to ensure that works are carried out and have named people responsible.
Action: Nicola will share action plans created by staff so far
Frances said that she is interested to see what current issues have been identified.
Nicola also said that Housing Operations are looking to temporarily put staff/teams into specialised functions.
Action: Nicola to share details with WDTRO once more detail confirmed.
Ruth asked if staff had been to Willox Park, Nicola confirmed that they had. Ruth raised that three households have household goods outside their front door. Nicola noted and will ensure these are actioned.
Hanne asked if there were plans to speak to the wider tenant body about local walkabouts. Nicola said that they are looking at doing this and are hoping to work with the local community to do this effectively.
WDC would like to reintroduce housing ambition of an enhanced standard for multi-storey living and would be done in partnership with tenants and WDTRO.
There is an under spend in the budget for multi-storey fire safety works and this has triggered discussion and a Councillor motion.
Full Council paper not available yet but John virtually shared an extract showing milestones of Fire Safety work in multi-storey flats. John will share the full Council paper and provide contact details if tenants wish to provide feedback.
Paper going to council next week giving a commitment that paper could go to Housing and Communities Committee in 2022 about enhancing standards within multi-story flats. Scottish Government been doing research into fire safety across Scotland and the spandrel panels found in some Dalmuir flats does meet this standard. WDC had been quick to do risk assessment after Grenfell and been keen national focus on fire safety.
No questions raised from tenants. Jane raised that fire safety concerns relates to the repair pilot within multi-storeys as these are often fire doors etc. which were a concern of tenants in the multi-storey blocks.
Action : John to forward on Council paper on fire safety update.
Jamie and Emily virtually shared the briefing note and presentation.
Emily fed back about the consultation. 130 responses received through Survey Monkey with good, well thought out comments and been incorporated into the plans of the SHIP.
Jamie spoke about Strategic Housing Investment Plan (SHIP) and it’s 5 key themes. Draft going to November Housing Committee .LHS covers more than just new builds but table 1 sets out detail about what new builds are planned (both WDC and partner Housing Associations).
Likely to get increased grant levels from the government but this comes with more requirements on new build housing standards.
June asked about Dalquhurn site (being developed by Caledonia HA) and if the problems were due to contamination. Jamie said that this work was done previously but for whatever reason builders were quoting expensive for the work and this has meant it’s back of the queue. He also confirmed that Frank Downie House been sold to a private owner to redevelop.
Ruth asked a question about Willox Park and if there any further plans to consult with tenants. Emily said that care home site was first, with demolition for January and plans for speaking to tenants being put together. Ruth asked why the demolition has been pushed back and Emily explained that been delays in procurement and instead of starting before Christmas and then site being half done over holidays have decided to start in January.
Mary asked about “phase 1” in relation to Willox Park on briefing note and what “phase 2” might be. Emily explained that Phase 1 refers to the current discussion about redeveloping the old care home site and what the options there might be. Are also looking at the current properties and how to improve them so calling it phase 1 is partly for the Scottish Government as it shows them that there may be further funding being asked for.
The new build update been covered by Jamie and Emily but he wanted to advise about a paper going to next Housing committee which will share outcome of Montreal, Quebec and Brunswick consultation on the future of those buildings.
Rent setting consultation is the main consultation due this year and date of public meeting still to be announced. Hope is staff and tenants groups will help encourage people to have their say. Tenants will be able to vote by free post voting card as well as voting online, by texting or email. Will also use the Housing system to send text reminders to tenants, get posters up in the flats and other public places to also encourage people.
Virtual public meeting on the Tenant Priority Budget held on 31 August to consider the proposals that had been costed up and all got agreed. Budget still open for new proposals and another public meeting will be arranged when we have costs for new proposals.
Scrutiny Panel will be presenting their report on complaints handling to the HIB on Monday. They also been shortlisted for a CIH Excellence Award for Tenant Scrutiny and they’ll find out on Nov 25 if they’ve won but it’s a great recognition of their work to be shortlisted.
Winter Housing News being put together so if staff or any tenant group want anything in it needs to be submitted before the 25/10.
The Pre-HACC Forum where tenants can discuss papers going to the housing committee with Diane and officers who wrote the papers is on Mon 1 November so hope tenants can attend that and Diane will feed their comments into the committee discussions. Papers include the Charter action plan and Annual Assurance statement, new build update and Rapid rehousing update.
TRA activity is increasing and good to see new members. Central Radnor Park TRA have a new member joining the WDTRO, Joanne Geddes who will hopefully be at future meetings. Also interest in setting up a new TRA in Whitecrook and they have a meeting on 11/11 to get them started.
Nothing noted.
2pm, Thursday 16th December, via Zoom
No. |
Agenda item |
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1.
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Welcome, introductions and apologies Frances welcomed everyone to the meeting and Jane confirmed that apologies been received from Cllr Diane Docherty, David Lynch, Suzanne Marshall, Billy Neeson, Ruth Dickinson, Janette Donlin and Jacqui Peacock. |
2. |
Issues arising from update on actions from previous minutes – some updates issued ahead of meeting.
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3. |
Repairs call handling – performance report and call handling statistics issued ahead of the meeting Stephen Daly had provided repair call handling info in old format as his system analyst on holiday – still shows high average queue times particularly for emergency repairs. Stefan shared screen to show trend information on call handling which included longest wait times which have come down slightly but still high at 41 mins to report an emergency repair, and 52 mins each for an update or report a new repair. Tenants concern raised about this poor level of service. Stephen’s update includes reference to them undertaking a Fit for Future review which includes recommendations for improvements and Jane to request a copy to be shared with the group and to invite Stephen Daly to next Liaison meeting. Action: Request for copy of Repairs contact centre Fit for Future report Action: Stephen Daly to be invited to next Liaison meeting ( 21/10/21). |
4.
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Repairs Q1 performance and update on progress of housing repairs backlog caused by Covid lockdown – Martin Feeney Repairs performance for Q1 and update on backlog shared on screen. All targets kept apart from average time to complete emergency repairs. Number of appointments for repairs has increased as has the appointments kept. Satisfaction with the repairs service has increased as has the number of surveys completed as operatives are using handhelds and asking tenant for feedback after job completed. Martin advised that had discussions about having more of a range of satisfaction measures as appreciate as soon as the job completed might be too soon as for example tap might start leaking again in couple of hours and change tenants satisfaction level. Stefan advised that HIB monitoring satisfaction across all service areas and should use a range of methods to get realistic measure of satisfaction. In relation to the repairs backlog, Martin advised that 2666 repairs remain outstanding from before 26 April 2021 and have completed 867 of these in the last 3 months. Are still challenges in relation to staffing, demand on building materials but are still committed to clearing backlog by end of Oct. Are making progress with this and have an action plan to place to ensure they meet the deadline of end of October which includes offering overtime, reassigning staff, dedicated team to focus on outstanding repairs, increased use of sub-contractors and regular management team planning meetings. |
5. |
Charter Performance Update – Stefan Kristmanns – copy of Charter performance update issued ahead of meeting. All landlords have to assess their performance in delivering the Charter outcomes on an annual basis and compare themselves with pervious years and other landlords to identify and address areas that need improved. Housing Improvement Board(HIB) monitor performance and aim to drive improvements and in particular will be focusing on SHQS compliance, Medical Adaptations, Homelessness, rent collection/arrears and complaints handling. Improvement plan identifies the actions to be taken in 2021/22 to improve performance in different areas. Frances asked about the Estate management action to promote walkabout and discussed issue of tenants not getting good feedback after walkabouts . Scott committed to walkabouts being done moving forward and Jane highlighted that TP has a template for recording walkabouts which can help ensure everyone clear about what’s been agreed and who doing what. Stefan suggested could be a joint action for estate management and TP to take forward. Frances questioned why some dates were in red and Stefan advised that some milestones and actions still to be confirmed by assigned officers. Once that’s done, full report will be shared with the WDTRO and Stefan will arrange to meet with Harry and Frances to discuss in more detail and see if there are particular areas the WDTRO want updates on for future Liaison meetings. Action: Scott to feedback regarding plan for re-establishing estate walkabout programme. Action: Full Charter Improvement Plan to be shared with WDTRO. Action: Meeting to be arranged with WDTRO reps on full plan to discuss in more detail |
6.
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Forward plan update (John Kerr) Rent consultation discussions have started and an energy workshop to consider different projects on the go. Looking to arrange meeting with tenants and staff mid-September. New build projects at Haldane and Aitkenbar have received practical completion. Current developments at St Andrews (to complete in September), Dumbarton Harbour (to be completed in October), Queens Quay (council houses to complete April 2022). Queens Quay has dementia friendly elements as introduced at Creuvel Court. Future sites, Pappert will have some PassivHaus properties. Feasibility work currently in progress. Clydebank East waiting on planning permission (89 homes), in discussions with planning officers. Willox Park in feasibility stage at the moment, hoping to send information about plans to local residents at Willox Park and will be looking for input from local residents on plans for new property and existing properties. Queens Quay site C looking at feasibility, currently would have to provide a road into development which is approx. £450,000, consideration of whether this is affordable and looking at options to recharge future private developments for use of road. Bank st and Mount Pleasant, working on feasibility and looking at provision for amenity/sheltered housing -currently working with Health and Social Care Partnership (HSCP). Submitted a bid to Scottish Government for funding for Dennystoun Forge (Gypsy Traveller site) for possibly 13 new chalet type properties. Private developer have contacted about site at top of Kilbowie Road which could work well with potential housing development at health centre when it moves -discussions ongoing. Strategic Housing Investment Plan will come to future liaison meeting. Wheatley Group not looking to develop any programmes in West Dunbartonshire over the next 5 years. WDC staff to meet with them to discuss reasons. Scottish Government review of new build grants, report due on Friday and will be shared with WDTRO. Report will show increase in grants, although still disparity between housing associations and councils. WDC disagree with this, however have not managed to reach compromise with Scottish Government. Montreal, Quebec and Brunswick – 3 community consultation sessions carried out, currently seems to be local support for full demolition and rebuild. Local Housing Strategy consultation ongoing, workshops not well attended but responses in general have been good. A few more general sessions being arranged towards the end of September. Allocations policy review consultation been successful with over 1500 responses, open until first week in September and revised policy will go to Housing committee in November. Jane asked question from tenant at Dalmuir about bus access to the new health centre in Queens Quay, John advised there is a travel strategy and Michael McGuinness would be good person to ask. Action: copy of travel strategy for new Health centre to be sent to Dalmuir TRA. |
7.
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Tenant Participation Update (Jane Mack) Lifting of restrictions on how many households can meet indoors means that groups can meet if they wish. Advice been sent to groups about how to do this safely. The main problem is access to meeting spaces as a lot of these are closed. Phased plan for staff to go back to offices, Housing Development staff are in third phase and 6 weeks between phases. No word on public access to council buildings so likely to be a blended approach into the future. TIS are holding their annual conference virtually from 5-7th October and TP are happy to fund a few places. Tenant Priority Budget is still looking for proposals, zoom meeting arranged for Tuesday 31st August at 2pm to consider proposals that have been costed up, staff also looking at outstanding proposals to get these completed. Pre-HACC on Monday 30/8, tenant discussion at 10am, discussion with staff and Housing Convener at 11am. Paper copies of committee reports been delivered. Rent setting consultation is in early stages, hope is for tenants to be involved right from the start so they can be involved in setting the rent options. Mary raised that tenants should have the opportunity to be involved in walkabouts as they often see things staff don’t see. Stefan said that this would be the goal for when tenants want to be involved. |
8.
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AOB June asked after Billy and Polly and Jane confirmed that Polly not doing well but Billy making a good recovery. Councillor Docherty asked for her best wishes to be passed on. Mary asked if any progress on outside tap which have been requested at Willox Park. Martin/Scott will check this and provide feedback. Scott advised that new Housing Manager, Nicola Pettigrew was starting on Monday 30th taking over from Edward Thomas. |
9. |
Date of Next Meeting - 2pm, Thursday 21st October 2021, via Zoom. |
No. |
Agenda item |
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1.
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Welcome, introductions and apologies Frances welcomed everyone to the meeting and Jane introduced everyone. Apologies been received from Polly Wheelans , June Todd, Mary Paton and Mo Dempsey. |
2. |
Issues arising from update on actions from previous minutes – some updates issued ahead of meeting. Frances queried the update regarding the landing window supplies as windows been boarded for so long - Martin Feeney confirmed was being looked at and sourcing replacements that meet specification and will get chased up. Confirmed as 9th floor West Court and at least 1 other landing, possibly 3rd.
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3. |
Repairs call handling – performance report and call handling statistics issued ahead of the meeting – Stephen Daly Updated call handling information been circulated to group. 600 extra calls in May, 74% calls answered, average queue time has increased. Stephen advised that new phone system been in place for 1 year, which allows queuing rather than just getting engaged tone and further upgrade being made which will include callers being given an expected wait time. Also been working alongside organisational development team and listening to calls, sought tenant views and spoke to staff about experience of using phone lines to identify issues and solutions. Report on outcome being made next week and will implement changes as necessary. Stephen offered to attend future meetings and to provide updated call handling data which Jane confirmed would be useful for the group to monitor progress. Question from June (via Jane) as even before pandemic, lots of calls not being answered and seemed to be a resource issue. Stephen said that they are now looking at this with more meaningful data and using staff as effectively as possible e.g phasing lunch breaks. Frances asked if more staff could be hired, Stephen said no but looking at when to have staff working based on busiest hours. Also wants to understand and reduce the length of time queries take to resolve. Councillor Docherty noted that some tenants also not getting responses for their emails. Stephen confirmed this has been included in the performance review. Billy asked if ongoing training about correctly identifying repairs is provided for staff and Stephen confirmed that this training is ongoing, as well as training material for new staff to speed up their capacity and a new system on identifying repairs being introduced which will also help staff. Stefan noted these positive developments and asked Stephen if the new phone update will capture all abandoned calls even when getting the new estimated wait time message and Stephen confirmed it will. Stephen advised that appreciated any wait time isn’t good but is shorter compared to other call centres e.g DWP but is an area they are looking to improve. (Stephen Daly left the call) (Alan Young joined the meeting) |
4.
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Local Housing Strategy (LHS) – copy of presentation circulated ahead of meeting - Jamie Dockery First draft of document will be sent out and looking for feedback on the content of the new Local Housing Strategy. Consultation period starts today and would like to come back to WDTRO in October to discuss in more detail the outcome. New LHS will go to November Housing and Communities Committee, to Scottish Government after that and hopefully implement from April 2022. Consultation also includes a survey to the Citizens Panel members and Jamie happy to speak to any groups who wish to know more about the LHS or consultation. Question from Billy to clarify if standards set by Scottish Government (SG) still the same or if improved? Jamie explained that for example, WDC require 10% provision of wheelchair accessible housing in social housing but can’t enforce for private housing – needs new legislation from SG and for Planning to enforce. Want to encourage private housing to do this and to improve housing standards in the private sector. WDC are pushing for better building requirement standards. Question from Ruth to clarify who to contact about getting adaptations to properties and Alan Young confirmed that it was initially through the GP who would then refer them to an occupational therapist who would assess the need. Once the OT approves the need, then building services get the work done. Diane praised new build adapted properties as had visited one at the St Andrews site that day and was impressed by the positive impact on tenants.
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5. |
Update on Fire Safety Issues at Multi-storey flats (Martin Feeney) Martin advised fire safety repairs are carried out routinely and from the last report from Scottish Fire and Rescue Service (SFRS), all repairs now complete. SFRS have made a recommendation for all door hoppers to be looked at and order been passed for Martec to do the work – have started in N Drumry MSFs. Martin also gave an update on enhanced service in Multi-storey flats planned and advised that have arranged for Martec to provide training for the team and looking to do Dalmuir and Littleholm initially. Staff been identified for team and Martin pushing project forward.
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6.
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Charter Performance update (Stefan Kristmanns) – summary of action progress provided ahead of meeting as well as report on overdue actions and actions with no progress Information sent to group on outstanding actions from last year. A few questions from the WDTRO had not been answered with updates. Stefan advised that incomplete actions would be picked up when the action plan is reviewed with the new performance data just been submitted to the Regulator. WDTRO given option of getting direct responses now or if happy with follow up after review and tenants happy with discussing after review and new action plan created.
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7.
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Forward plan update (John Kerr)
St Andrews, Haldane and Aitkenbar sites will all be completed by August. Dumbarton Harbour is slightly delayed due to shortage of materials, but will complete in August/September. Queens Quay, early 2022 will complete. Next sequence of developments will be Clydebank East, planning application put in and will hopefully start early 2022. Future sites: design plans at Pappert (including Passivhaus), Queen Quay (site C), Dennystoun Forge, Willox Park and feasibility assessment of Lilac Avenue, North Mountblow . Purchase of site of old Mount Pleasant care home not finalised yet. Want to meet with tenant design group after summer recess to discuss design options. Buy Back programme still going well. Mortgage to Rent scheme (council would buy back property and owner would then rent from council) this has also recommenced to prevent homelessness. Strategic Housing Investment Plan – looking to identify new sites for building housing. Current stock assessment exercise being carried out and looking at regeneration areas. Consultation started at Quebec, Montreal and Brunswick with online meetings and a phone line set up. Benchmark review group looking at grant parity. £59,000 for local authorities but expectation that this will be increased to £71,500. £2000 additional for increasing sustainability, £4000 for balconies, £3500 for provision of office /study areas (this is already incorporated in WDC design standard). Digital enabling £300. Electric charge £500, Fire suppression system £3000. Heating system £4000. Roughly £80,000 total. Still fighting for grant parity with housing associations for new builds, although been reduced but is still there. ScotGov have not produced any evidence that explains this, WDC, along with other local authorities are disappointed that this is the case as no benefits in terms of borrowing rates or free land. COSLA have made a case to ScotGov and requested a meeting with new cabinet secretary. John will keep tenants involved in this as ultimately council tenants are paying more for housing than housing association tenants. Has held off asking them to get involved as is optimistic that will get resolved but will keep WDTRO posted. Also wanted to flag that issues with supplies may push prices up due to supply and demand and could also push back completion dates.
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8.
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Tenant Participation Update (Jane Mack) The final version of the new TP Strategy is available on the website – link been sent out to all TRA’s and advertised on our FB page. Paper copies will be available when we back in the office and have space to store them.. Thanks given to everyone who contributed to the strategy and had some quotes from tenants included which hopefully will help emphasis the personal aspects of getting involved. The Joint Rent Group continues to meet and are now focused on the HRA compliance action plan. Number of key actions to be taken by August to help make rent setting process more meaningful and ensure that tenants are involved in the option discussions. The summer edition of the Housing News out and included an article on the repair restart and covid safety procedures which had been discussed at the last Liaison .Also the article on the ASB service came out of discussions with the WDTRO. The deadline for the next edition is 13/8 if staff or tenants have anything they want included . The Scottish Social Housing Charter is being reviewed and TPAS and TIS are facilitating a number of online sessions that staff and tenants can attend - also an online survey that landlords and tenant groups can complete. With restrictions easing, Hanne been able to get out and meet more tenants and help groups get back on their feet so anyone who wants any assistance should get in touch. Reminder too that the Tenant Priority Budget is available and TRAs as well as individual tenants can put in proposals – Hanne can also help put proposals together. Stefan offered help if WDTRO would like to put in group response for the Charter review survey.
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9.
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AOB Frances noted in previous minutes that was stated that Edward had not responded to her email about fire raising but she had in fact not sent the email and she apologised for this. Jennifer advised that amended policy due to go to committee in September. WDC has high incidences of domestic abuse and policy incorporates the Council’s No Home for Domestic Abuse procedures and new guidance from the Scottish Government. Policy helps prevent and address domestic abuse in WDC. The Scottish Government new bill allows for removing perpetrator of domestic abuse from property/tenancy and WDC ‘s No Homes For Domestic abuse already incorporates this. Diane asked for clarity about definition of domestic abuse and Jennifer advised that the Scottish Government definition is used which is best practice. Diane to contact Jennifer to discuss further. Edward Thomas On behalf of WDTRO, Frances acknowledged that Edward was moving on and thanked him for his good work and wish him well in his new job. Edward thanked the WDTRO for their work and for being fair and constructive in their work with the council. Willox Park Ruth raised concerns from tenants in Willox Park about asbestos in their properties, as some people have had asbestos removed and in empty properties and concerns about health implications. Martin noted that in voids, if any asbestos is found it will be removed. Also yearly inspection of all known properties with asbestos carried out by council’s compliance teams and not dangerous so long as not damaged or disturbed i.e. drilled in to. Most properties have low level asbestos in ceiling tiles , airing cupboards - if damaged it will be removed. Ruth advised that has lived in properties 9 years and has never had a check done so Martin will check Ruth’s address to see if on register and get back to her. Kilbowie Court Georgia asked when they will get a full-time caretaking service and David Lynch confirmed shortage due to holidays or illness. Will be recruiting and are considering having someone based at Kilbowie Court. Georgia noted that communal area does get cleaned daily but not getting a full service, David said that building is properly cleaned and particularly touch points – at recent inspection he had been impressed with cleanliness standards. Frances thanked everyone for their time and the meeting closed.
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Who | Agreed Action | When by | Progress |
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Edward | Feedback on outcome of discussion with Building Services regarding landing window supply. Previous suggestion was that some stock could be held. Example of 9th floor in West Court has been raised. Communication to be sent to WDTRO | Dec WDTRO liaison | Ongoing A barrier to procuring like for like replacements was original company no longer trading, however Consultancy Services identified another company that had taken on some of the previous products and may be able to supply suitable replacements. Any change in specification needs to meet current, higher building standards, which would implicitly cost more. An Options Appraisal considering replacement or wider overhaul of these windows will be prepared for Better Homes Group to enable a decision to be made regarding the cost/benefit of available options. WDTRO will be kept apprised of developments. WDTRO Liaison 27/08/20 ET advised no progress due to Covid-19 and will get prioritised when possible in next couple of months. WDTRO Liaison 22/10/20 No progress as yet WDTRO Liaison 17/12/20 – Edward spoken to Consultancy services and paper going to Better Homes group in February re specifications and costs. No update provided prior to 25 April Liaison meeting |
Scott / Suzanne | Set up meetings of working group to improve communication when lifts are not working (Billy, Polly, Frances and Georgia have volunteered to join group) | Jan 2020 |
Outstanding Email invite sent to Chair of WDTRO and first meeting arranged for 25th Feb but needs to be rescheduled. WDTRO Liaison 27/08/20 SMcL will look at getting a group meeting set up before the next Liaison and provide an update then. WDTRO Liaison 22/10/20 email sent today to arrange a meeting next week to review Meeting has taken place but Scott off so full update not available. No update provided prior to 25 April Liaison meeting |
WDTRO 27 Aug 2020 Action Note
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Martin | Building Services plans relating to area based approach to repairs – plan to tackle backlog prior to looking at this option. Jane to contact Martin Feeney for confirmation / update and Cllr Docherty to be included in email. | - | Ongoing MF update 8/10/20 - We are targeting end of October to clear the majority of repairs reported prior to COVID-19 lockdown; possibility this may slip into November due to the volume of new urgent repairs being reported. MF Update 9/12/20 WDC being placed in tier 4 of the SG COVID-19 model meant had to suspend non essential internal repairs from 23/11/20 until Monday 14/12/20. This will mean the backlog of outstanding repairs will have increased. We were targeting end of December to be up to date with non essential repairs and this is now unlikely to be achieved. A full update on the numbers of outstanding repairs and timeframe to complete will be provided at the January 2021 meeting. A pilot of the area based approach has been agreed in principle by housing team subject to appropriate consultation and agreement. A full consultation programme timetable is being developed and will be shared with the group. WDTRO Liaison 22/10/20 Full consultation timetable being put together and will be shared with the group. MF Update 9/12/20 Consultation programme will not commence until current rent setting consultation has been completed and therefore the consultation programme will not commence until at least end of February 2021. Timetable will be shared with group prior to commencement of consultation. MF Update 19/02/21 Reviewed timeframe to deliver consultation programme and consider that this should be delayed until 2021/2022 year. Consultation plan and timeframe will be shared with group prior to commencing with the consultation plan. MF update HIB 29/03/21 At the HIB it was agreed this would be parked; we don’t think it is the right time to introduce this change because of the restrictions to completing non essential internal repairs for much of 2020/2021 due to COVID. |
WDTRO 22 October Actions
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Martin/Citizen Services | Stats on longest and shortest call waiting time as previously requested to be provided to give more meaning to average figure. | 03/12/21 | MF update 8/10/20 - Latest report attached though doesn’t include longest and shortest waiting time yet 3/12/20 Cllr Docherty confirmed that Stephen Daly happy to attend virtual meeting to discuss. Unable to attend 17/12 meeting but requested for 25/2/21 meeting or earlier JRG. 16/2/21 Update – Stephen Daly still off and Lorraine Payne unable to attend 25/2 meeting but will attend April Liaison. MF update 19/02/21 January data and report provided. An update on the request for data on shortest / longest / average waiting times to answer call been referred to Citizen Services but not available at moment - they have asked for some help to see if they can get the data and will provide an update. MF Update 22/04/21 Available data provided by Stephen Daly |
Martin/Citizen Services | Martin to see if phone system has functionality to tell people how long they might have to wait to get call answered | 03/12/21 | Update from Lorraine Payne 9/12 - do not have functionality to let people know their position in the queue or the approx. wait time. This is something being explored with ICT and Cisco in terms of future development of the telephone system. 16/2 Update – Staff from Citizen Services to attend April Liaison and will be on agenda. MF update 22/04/21 Citizen Services action |
WDTRO 17 December Actions
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Edward/Martin | Additional sockets and limitations of electrical boards and wiring being looked as potential capital programme being looked at by Better Homes group | 16/02/21 | MF update 19/2/21 Specification required and options being put together for future Better Homes group starting with (MSFs) possibly extend to full stock in time and findings will be shared with WDTRO. MF update 22/04/21 Being raised at the Better Homes Meeting 20/04/21 |
WDTRO 25 February Actions
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Edward/Martin | WDTRO to be kept updated on progress of pilot of dedicated repairs staff for MSF communal repairs (including fire doors) | - | MF Update 22/04/21. Canvasing of team members to establish interest Seeking costs and cooperation from fire screen / doors manufactures in regard to training of WDC team and to establish replacement glazing panel sizes and spare parts so that stock can be ordered. |
John | Update on demolition plans for Willox Park, Dumbarton. Update to include plans for managing additional traffic at the site. | - | - |
Scott | Neighbourhood patrols of Willox park to be reinstated until demolition complete | - | - |
John/Planning | Update from Planning to be requested regarding Old Craft Street works, down from Freelands Crescent, Old Kilpatrick | - | - |
Alan | 121 and 123 Durban Avenue to be checked for inclusion in cladding programme | - | Completed. 26/2/21 Alan confirmed they were tenanted, been missed from programme but will be included in next scheme. |
Scott | Posters for multistory flats to be put up telling tenants about the out of hours services with contact details | - | - |
West Dunbartonshire Council aims to ensure that tenants’ homes are well maintained, with repairs and improvements carried out when required and with a reasonable choice about when work is done
Our promise is that:
Charter Performance Indicator | Q1 Value | Q2 Value | Q3 Value | Q4 Value | Q4 Target | Q3 Target Met |
---|---|---|---|---|---|---|
Average time taken to complete emergency repairs (hours) | 4.12 | 6.08 | 6.56 | 6.23 | 4 hrs | No |
Average time taken to complete non-emergency repairs (days) | 2.99 | 7.46 | 7.71 | 4.09 | 5 days | Yes |
% of reactive repairs completed right first time | 93.4% | 86.3 | 90.9% | 93.3% | 95% | Amber |
Number of times failed to complete a gas safety check within 12 months | 102 | 82 | 0 | N/A | 0 | N/A |
% of tenants satisfied with the repairs and maintenance service | 78.2% | 75.2% | 67.5% | 84.4% | 85% | Amber |
Contextual data | Q1 | Q2 | Q3 | Q4 |
---|---|---|---|---|
Repairs appointments made | 3173 | 5801 | 7543 | 5891 |
Repairs appointments kept | 3107 | 5463 | 7247 | 5379 |
% of repairs appointments kept | 97.9% | 94.2% | 96.1% | 91.3% |
Number of appointed repairs cancelled | 737 | 613 | 802 | 478 |
Repairs satisfaction response rate 2020/21 | Q1 | Q2 | Q3 | Q4 |
---|---|---|---|---|
Number of emergency repairs completed in quarter | 1788 | 1658 | 1080 | 1358 |
Number of non-emergency repairs completed in quarter | 2714 | 5283 | 6958 | 5930 |
Number of surveys completed | 101 | 133 | 40 | 372 |
Response rate | 2% | 2% | 0.5% | 5% |
Repairs satisfaction breakdown 2020/21 | Q1 | Q2 | Q3 | Q43 |
---|---|---|---|---|
very satisfied | 21 | 30 | 10 | 27 |
satisfied | 58 | 70 | 17 | 287 |
neither satisfied nor dis-satisfied | 19 | 11 | 4 | 5 |
dis-satisfied | 2 | 9 | 5 | 42 |
very dis-satisfied | 1 | 13 | 4 | 11 |
Total | 101 | 133 | 40 | 372 |
Spreadsheet below showing data relating to the answering of Emergency repair calls from April 2020 to March 2021.
WDC/WDTRO Liaison Meeting No.71
Thursday 25 February 2021, 2pm Via Zoom
No. | Agenda item |
---|---|
1 |
Welcome, introductions and apologies Frances welcomed everyone to the meeting. Apologies been received from Martin Feeney, Jacqui Peacock, and David Lynch.
|
2 |
Issues arising from update on actions from previous minutes – updates issued ahead of meeting.
No update given on the Littleholm landing window issue so Frances asked if there was any progress and Edward confirmed that progress being made and had received further information from Consultancy Services about fire safety specification. Also identified that the proposal for communal smoke alarms could be connected and work completed together. An update should be available for the next Liaison meeting. |
3 |
Update on fire safety info re cladding on MSFs in West Dunbartonshire (Edward Thomas)
Paper went to Housing & Communities Committee in November 2020 on fire safety and included number of recommendations. Including smoke detectors in communal area, bin stores and are at advance stage with specifications and costs and a capital programme will be created. Edward also met with the local Scottish Fire & Rescue (SFR) to get their views on plans to replace window spandrel panels and within next 4 months should have a more specific update regarding that work. Going to co-ordinate work with the landing windows to make most use of the full height access equipment needed.
Frances highlighted that they had had commitment that any agenda items would be given to them in writing ahead of the meeting and Edward committed to this for future and will provide copy of todays information. ACTION: Edward
|
4 |
Update on fire doors and maintenance of common areas within high rise blocks ( Edward Thomas ) – Members briefing issued ahead of the meeting.
Edward talked through the briefing paper provided and explained had been initiated re Dalmuir MSFs but will apply to all MSFs. Aim is to minimise delays in repairs getting done and to reduce reliance on third party contractors. Proposal is to have dedicated repairs personnel to deal with all MSF repairs and give them specialised training so that more repairs can be done in-house and quicker. Another benefit is that will keep repair ordering more manageable. Dedicated staff will build up local knowledge as many blocks have specific types of doors, lighting etc. Asked when this would be happening Edward confirmed that it had been agreed at Building Services Board and Martin Feeney started process of requesting interest from operatives. No firm timescale with personnel yet but Edward confident would roll out this year. Frances also asked about the previous suggestion to barcode all fire doors to help with identification and Edward confirmed that David Lynch has completed research and will be hoping to include that in these arrangements as will help identify repairs and gives a clear record of inspections.
Billy stated approval of proposal and saw it as the way forward and good to see. Edward committed to keeping WDTRO updated with progress. ACTION: Edward
|
5 |
Repairs performance update (Suzanne Bannister) – performance report and call handling statistics issued ahead of the meeting.
Suzanne explained the statistics issued and advised that the emergency response time had increased to 6.56 hrs mainly due to the additional COVID precautions that staff had to do.
Tenants satisfaction is low ( 67.5%) and the number of surveys being completed is very low – for those stating dissatisfaction, timescales was the most common reason. In Q3 ( Oct-Dec) the number of emergencies done has gone down but this is due to training being done with contact centre staff so fewer repairs are being wrongly classed as emergencies. The low number of surveys being completed has been raised with Citizen Services and they have said they will try to increase numbers. Operative handheld devices also being amended to include the survey so by end of March more should be included so figures more realistic.
In terms of the call handling statistics, less calls are being made but still a higher percentage abandoned. With more appointments being made and text reminders, are hoping to reduce the number of calls for updates to free up staff to answer new repair requests.
Average waiting times still questioned and the shortest and longest waiting figures have been requested and Lorraine Payne from Citizen Services is attending the April Liaison meeting so these issues can be discussed directly with her.
|
6 |
Charter Performance update (Stefan Kristmanns) – summary of action progress provided ahead of meeting as well as report on overdue actions and actions with no progress.
Some progress been made and only 4 actions are overdue ( down from 8 at last meeting ). Report shows actions with no progress or overdue and tenants were invited to ask any questions. Frances asked about the homelessness action which shows no progress or updates and John confirmed that the action been pushed back but is getting focused on in the next 6 weeks via regular working group meetings and will get report updated. ACTION: John
Billy also asked about the delay in the publication about Housing to 2040 and John confirmed that been delayed initially by Brexit and then by the pandemic but the Scottish Government team tasked with the report are back in place and he thinks it will be published in Mid March and will be shared with the WDTRO. ACTION: John/Jane
Harry proposed that an update meeting be scheduled with Stefan to discuss further the Charter improvement plan and WDTRO happy for that to be arranged. ACTION: Harry/Stefan |
7 |
Forward plan update (John Kerr)
John gave a financial update on the new build programme as previously advised that had had some overspends but had a positive meeting with Scottish Government and being allocated an additional £512,000 for new build programme. Also still negotiating for additional grant to cover additional costs for Dumbarton Harbour as original contractor went into liquidation at beginning of lockdown. New contractor in place and building is well under way but any additional grant will help Housing Revenue Account (HRA). Scottish Government also agreed to front fund the acquisition of Bank Street, Willox Park care home site and Mount Pleasant care home site for future house building. Tenant Design group meeting taken place and went well. John keen to ensure tenants are involved in designs right from start so this group will be ensured that. Initial plans for Clydebank East site also open for public comments.
St Andrews handovers scheduled for February been delayed due to additional soil sample certificates needed – no issues identified but unfortunate that affected a few new tenants move in dates. All others back on schedule.
All other new build sites all on schedule – Haldane, Aikenbar and Dumbarton Harbour all completing in next few months. Last few tenants moving into Creveul Court and community garden been handed over to the Leamy Foundation to develop and maintain.
Future potential sites also being looked at – Clydebank health centre when it moves to Queens Quay but won’t know if note of interest accepted until end of the year.
Mary asked if the sale of Willox had been completed and John confirmed that it wasn’t yet and as is an internal sale from the Council’s General fund to housing will include the site being demolished first and then handed over to Housing. Asked what the timescale for the demolition was and John advised that had hoped for the sale to be concluded by end of March but looking tight for demolition to be done by then and John committed to getting an update from Consultancy Services. Update to also include plans for managing additional traffic at the site as at Willox Park there are no pavements and tenants concerned about traffic at the existing sheltered properties as only 2 entrance and exits. ACTION: John Ruth raised tenant concerns about fire raising while the current building lies empty and Scott committed to ensuring additional patrols are restarted until the demolition is completed. ACTION: Scott
John also confirmed that still at design stage for the site but looking at additional 16-20 properties and would be sheltered housing to tie in with surrounding properties. Once site is in Housing hands John committed to ensuring there is regular communication to keep existing tenants up to date.
Query made about the site of the former Frank Downie House but John unsure as not a site they are looking at for housing development.
Query made about the Old Craft Street works down from Freelands Crescent in Old Kilpatrick but John unaware of site and will ask Planning for an update. ACTION: John
Query made about old Playdrome site as demolition starting – John confirmed will not be a social housing development and again Council will be doing demolition and then marketing the site.
|
8 |
Tenant Participation Update (Jane Mack) Rent setting consultation – good response to online survey with 1344 tenants voting. The lowest rise of 1.5%, Option 1 was the preferred rent option which is being put forward as the rent increase to the full Council meeting on 3/3. Having a pre-meeting with tenants, Diane and Peter to discuss the rent setting paper, like we do with HACC papers on Monday 1 March and tenants encouraged to read the paper and come along to the meeting. The rent setting response has improved but there are still improvements to be made to ensure the whole process is more meaningful and the WDTRO input on that is welcomed. The Joint Rent Group continues to meet monthly and are working through the SHN toolkit to assess compliance with the HRA Guidance and will be used to identify the key areas that still need improved for the JRG to focus on. Tenant Priority Budget – virtual public meeting held on 10 Feb and 4 new projects were approved as well as the outstanding proposal for a limited laundry facility at Park Ct, Littleholm. Work will start on the agreed proposals once COVID restrictions allow. Hanne working with the remaining TRAs that haven’t had virtual meetings so that all groups have the option to meet if they want. CATRA have now had a zoom meeting and she’ll focus on the others. Any group needing any digital support or communication help should get in touch. Training – a successful virtual training session held for 10 tenants on 23/2/21 on Speaking up for yourself and others which focused on confidence building and using communication skills for positive outcomes. Spring edition of Housing News out 12 March– any suggestions for things to be covered in future editions to contact Jane and staff too should also plan what they want to be telling tenants about what they are doing.
|
9 |
AOCB
June advised that cladding been done at Durban Avenue and looking really good but 2 tenanted properties at 121 and 123 Durban been missed and Alan will check out. ACTION: Alan Y
Frances asked if posters could be put up in multistory flats telling tenants about the out of hours service with contact details and Scott committed to doing that – service can be assessed via the ASB helpline and is manned every day until 2am. ACTION: Scott
It was also confirmed that the day caretakers finish at 2pm as part of the Health & Safety assessment of their work. Edward advised that the caretakers have worked throughout the pandemic with reduced duties as main focus was on cleaning touch-points. Their working times was reviewed as part of efforts to minimise potential exposure to the virus. Arrangements are regularly reviewed and essential duties are still done.
|
10. |
Date of meeting - 2pm Thursday 22nd April, via Zoom
|
No. | Item |
---|---|
1 |
Welcome, introductions and apologiesDiane welcomed everyone to the meeting and introductions were made. No apologies received.
|
2 |
Illegal money lending project (Lucy Dunbar (WDC))
Joint Working4u and Trading Standards project, hoping to empower communities so that they have knowledge and information about alternatives to money lenders and where people can go for help. Making people aware of services available throughout WD about debt advice, welfare advice, employability service. Difficult to get evidence and prosecute money lenders so project focuses on giving advice and preventing people thinking money lenders are their only option. WDC has been identified as having one of the worst rates of illegal money lending in Scotland. Tends to be women lending to women. Average amount borrowed is only £30 but on average will have to repay about £150. Lucy been made aware of money lenders operating in Silverton and Whitecrook – knocking on doors and target people more vulnerable. Lucy is running finance classes to help people understand their finances better., access online banking, using direct debits to reduce costs etc. Not yet set up but hoping to set up texting service for people to ask questions and advice. Can also provide One to one support as everyone’s needs will be different and important to build up confidence. Lucy is looking for referrals and her contact details are Lucy.dunbar@west-dunbarton.gov.uk 07741184283 Harry noted that pleased that service is available, and his group would be happy to promote and asked if any online information available - Lucy said that not yet but hoping to have this in the future and will share with Jane to circulate to the TRAs. Action: Jane Diane asked for information to be shared with councillors too. Lucy will also be using future editions of the Housing News to promote the project and update about outcomes. Edward said that he is keen to take up offer of training for his staff, possibly starting in the areas that Lucy has identified that there is money lending activity. Asked about joint working with official money lenders and Lucy confirmed she’s working closely with local credit unions. General agreement that really worthwhile project and Lucy was thanked for joining meeting. |
3.
|
Update on actions from previous minutes – (Jane Mack)
External full height screens on landings at Littleholm – still boarded as of last week. Edward has spoken to consultancy services, looking to get a paper to Better Homes group in February. Paper will look at specification/cost and then get back to WDTRO and local groups.
Lift communication – meeting has taken place, no update as Scott Mclelland off but positive feedback from tenants and awaiting update from Scott in the new year.
Repairs call handling data – Stephen Daly has agreed to attend a virtual meeting but off just now so will be February’s Liaison. Still looking for shortest and longest waiting time to put average waiting time in context so to be highlighted to Stephen.
District heating and longer term future of gas – meeting took place on 24 November. Local energy strategy being put together for whole of WDC which will give more targets and timescales- will wait for that to discuss future plans. Alan confirmed that district heating system at Queens Quay been tested and is working.
Fire safety paper has gone to committee in November. Action also refers to bin chutes and sockets being upgraded but Jane noted that they not mentioned in committee paper so asked if people were happy that the action was complete. Edward noted that paper based on recommendations within fire risk assessment and chutes and sockets not a fire risk but more an asset management issue. Been conversations about replacing chutes but access is a problem, major disruption for tenants and possible asbestos. Consultancy services have spoken to other landlords to see what solutions are available as many MSF s now in this situation , but no simple solutions.
Billy asked that if it is explained to new tenants about what not to put down chutes and Edward confirmed that they should, and he will re-iterate this to housing officers but is issue of some people not being sensible. Action: Edward
Frances raised that sockets weren’t being done – she had got one extra put in but then told couldn’t do any more. Edward said could discuss specifically with Frances. Have identified through pilot that sometimes limit to capacity of electrical boards and becomes a bigger rewiring job. Potential Capital programme and being looked at by Better Homes group. Action: ET/MF Agreed fire safety aspect of action complete but would like update on socket and chute developments.
Tenants being involved in new build design group - will meet in the new year. Action: Martin
Building services area-based approach – still prioritising clearing repairs backlog and Martin to share consultation plan with group when it’s available. Action: David/Hanne
Littleholm laundry – David Lynch waiting on response with costings and then Hanne taking forward consultation with Littleholm tenants.
WDTRO not had chance to discuss how they want to be involved in Allocation policy review .Stefan gave update on ideas from steering group - could be provided with options papers, could be involved in discussions. Trying to look at ways for tenants to influence outcomes. Frances confirmed that they want to be involved right from the start and John happy to do that as don’t want tenants’ view being asked for at end of process.- key policy that tenants can influence.
Stats for repairs performance, repairs cancellations, split between tenants not being in and staff not being showing up. No information on split. 346 – Nov, no access 310 – Oct, no access Year to date – over 3,000 no access so is an issue of concern. Texting has now gone live, confirmation texts for date, text day before and half an hour before. Hoping that this will make a big difference and will report on progress. Action: Martin Jane asked how it is reported if tradesperson does not turn up which is what tenants wanted to see in the split - Martin said that he will get this data off the system. Diane noted that people have raised concerns that tradesperson turn up and don’t have correct information about repair required. Martin confirmed that training on-going with citizen services to try and get accurate information. Also looking at getting vans more materials for repairs so they can fix anything, regardless of how it’s been noted. Appointments kept is 96%. Stefan noted that breakdown can be added to quarterly figures. He also asked for more information on how many “no access” were where no appointment had been made and to when there is a set appointment as that is critical in relation to access. Action: Action: MF/SK Billy noted private contractors such as City Technical not turning up on the date they say and also sometimes not turning up at all. Martin said that they are representing council, so their performance was monitored - was aware that some issues at Westbridgend but was also flagged that same issue at Kilbowie Court – tenants got letters but no City Tech on the day. There are performance management meetings between contractors and council and Martin will raise issue at next meeting. Action: Martin
Phone functionality to advice people on how long they will be waiting – confirmed that currently not possible, but Lorraine Payne from citizen services will look at whether this can be developed. Action: Edward
Poster for staff, to wear face masks. Draft available, will be printed and put up soon. Wil pass to TP to put on Facebook.
Notice boards to be tidied up before new posters added. Edward will put out email to team leaders to advise tidying up notice boards. Action: Edward |
4. |
Repairs performance update (Martin Feeney)
Performance info shared on screen and Martin talked through it. Still waiting on information for longest and shortest waiting times. Stephen Daly to come to next Liaison meeting to discuss this.
Timetable to clear backlog, trying to clear before the end of the financial year but will depend if change in Tier again.
Stefan noted from earlier Joint Rent Group discussion, drop in average length of time could this be related to drop in numbers of calls coming in? Martin said that Stephen Daly would be better able to answer this. Recruitment and staff training ongoing to help improve performance. Stefan asked if tenants happy with how information presented, and they confirmed they were. |
5.
|
Charter Performance update (Stefan Kristmanns)
Complex action plan with 50 actions so too lengthy to discuss at Liaison but met with WDTRO reps on 11/12 to go through detail . Frances voiced frustration that too many actions had little or no progress and only 3 months left until they all meant to be completed. Stefan confirmed that same point been made at Housing Improvement Board and hopes that when meeting in New Year, more of these will be done and WDTRO will be updated. |
8. |
Forward plan update (John Kerr)
New build programme ongoing with number of handover dates between Jan and July 2021. Some issues with Creuvel court, requires toughened glass for Juliet balconies. Good news is that additional £3million Scottish Government funding been secured to help accelerate wider affordable new build programme - Bellsmyre and Queens Quay will benefit. New build programme being negatively affected by council tax regulations. WDC’s enhanced space standards means higher than average CTAX banding as bandings don’t distinguish between private and rental properties. Bellsmyre (Band F) and Haldane (Band E) developments. WDC would prefer to have social housing council tax banding, lobbying Joint valuation Board regarding this and may be seeking tenant support in the new year.
Strategic Housing Investment Plan are approved at Nov. housing committee and actively looking at 11 potential sites for new developments including the Clydebank health centre site when it moves to Queens Quay, Bank Street, Lilac Avenue and Willox Park old care home.
Also looking at full assessment of current stock condition to look at making improvements. Will give more information at February’s Liaison meeting and allow for wider discussion.
|
9. |
Tenant Participation Update (Jane Mack)
Rent setting consultation well underway – information about the options and the freepost voting card been sent out to all tenants and been promoted on TP and Council’s social media and on the Council’s consultation webpage. Housing staff too been asked to encourage tenants to vote and vote on their behalf if no internet access. TRA s also asked to encourage their members and neighbours to use their vote to ensure a good response rate that we can say reflects the majority of tenants.
Tenant Priority Budget been badly affected by the lockdown as not essential so been affected by initial lockdown and then again when we went into Tier 4. Hanne been chasing up costs for the few proposals received this year and once received, we’ll be able to hold a virtual meeting in January to get them authorised. Work has been done when possible, to the outstanding work from last year like the raised beds at Willox Park, painting at Melfort Avenue etc.
TP Strategy review nearly completed –had 2 virtual discussion groups in November and draft Strategy going to February housing committee. Will also send a copy to the WDTRO and hope that as with previous Strategies they will be happy to contribute to the beginning of the Strategy.
All TRA’s are reminded that Hanne is available to help support them and can help them keep members involved and up to date and groups can just get in touch with her.
Mightynetworks been mentioned before and is a digital hub that you can use to share information and meeting notes and gives a chat facility which makes it more interactive than our TP webpages. Hanne has started working on it and will hopefully get more time in the New Year to get it up and running and available for tenants.
Winter edition of the HN is out, and thanks given to everyone who submitted articles and anyone wanting to make use of the Spring edition should get in touch and the deadline for articles is 8 Feb. 2021. |
9 |
AOCBNone raised and best wishes for Christmas and New Year were exchanged. |
10. |
Date of meeting - 2pm Thursday 25th February, via Zoom The WDTRO have confirmed their committee meetings for 2021 so the schedule for the Liaison meetings that are timed around them will also be confirmed and issued out as soon as possible. |
To: WDTRO liaison meeting
Person to: Stefan Kristmanns, Housing Development Co-ordinator
Date: 17 December 2020
Tel No: 07584 275749
Subject: Charter Improvement Plan update
Social landlords are required to assess performance against the Charter Outcomes and develop an improvement plan based on this assessment on an annual basis. Our assessment of 2019/20 performance was carried out and our Charter Improvement Plan was subsequently approved by the Housing Improvement Board (HIB) on 26 October 2020 with managers being responsible for ensuring it’s implementation.
The implementation of the improvement plan is monitored by the HIB and it has been agreed that regular updates would also be provided to the WDTRO. This is done by providing a summary of progress to the WDTRO liaison meetings and also discussing progress in more detail with WDTRO Committee members at meetings arranged specifically for this. Current progress in terms of implementing the plan is outlined on the summary table below:
Charter Outcome | Completed | In Progress | Overdue | Total | |
---|---|---|---|---|---|
Outcome 1 – Equalities |
0 |
3 |
0 |
0 |
3 |
Outcome 2 - Communication |
0 |
3 |
0 |
0 |
3 |
Outcome 3 - Participation |
2 |
2 |
0 |
0 |
4 |
Outcome 4 - Quality of housing |
0 |
5 |
0 |
0 |
5 |
Outcome 5 - Repairs, maintenance and improvements |
0 |
2 |
0 |
0 |
2 |
Outcome 6 - Estate management, Anti-social behaviour |
0 |
2 |
0 |
2 |
4 |
Outcome 7,8,9 - Housing Options |
0 |
2 |
0 |
0 |
2 |
Outcome 10 – Access to housing |
0 |
2 |
0 |
2 |
4 |
Outcome 11 - Tenancy sustainment |
0 |
5 |
0 |
4 |
9 |
Outcome 12 - Homeless people |
2 |
2 |
0 |
0 |
4 |
Outcome 13 - Value for Money (rent collection) |
0 |
1 |
0 |
0 |
1 |
Outcome 13 - Value for money (void management) |
1 |
1 |
0 |
0 |
2 |
Outcome 13 - Value for Money (factored owners) |
0 |
1 |
0 |
0 |
1 |
Outcome 14,15 – Rents and service charges |
1 |
3 |
0 |
0 |
4 |
Outcome 16 – Gypsy / Travellers |
0 |
4 |
0 |
0 |
4 |
Total |
6 |
38 |
0 |
8 |
52 |
Our Charter Improvement Plan was discussed in detail with WDTRO Committee members at a meeting on 11 December 2020. Of the 52 actions within the improvement plan, 6 have been completed, 38 are in progress and 8 are overdue (some of these required reviewed due dates to be agreed). Many questions were asked about the detail of individual actions and progress in terms of implementation. Comment was also made around the number of actions that have yet to show any progress.
These meetings allow the WDTRO to have a better understanding of the actions we are taking to deliver improvements and monitor the progress we are making. The feedback received is that the meetings are useful, increases transparency and accountability and helps the WDTRO raise any issues of concern.
This Annex to the Housing Allocations Policy outlines technical changes to the policy approved by the Housing and Communities Committee in November 2020 and outlines a timetable for a full review and update of the policy which will be carried out.
“No Home for Domestic Abuse” is the Council’s zero tolerance policy approach to domestic abuse occurring within our properties. It provides victims/survivors of domestic abuse with access to practical help, legal assistance and support to allow them to remain if this is what they want.
The current Allocations Policy was approved prior to the our “No Home for Domestic Abuse” initiative being established. To fully align the policy with this approach and to support victims to stay in their own homes and to make them feel safe, our Allocations Policy requires a flexibility to address the housing needs of perpetrators.
Council tenants who are victims of domestic abuse are offered a range of housing advice based on their circumstances to support them.
This includes:
The Council:
This is in line with the Domestic Abuse (Protection) (Scotland) Bill, which if passed by Parliament will allow social landlords to end or transfer a tenancy of a perpetrator of domestic abuse to prevent a victim becoming homeless and enabling them to remain in the family home.
The Council is committed to delivering new housing as part of our More Homes West Dunbartonshire approach Where the complex specific needs of a household cannot be met via the existing housing stock and construction of a specialist property is agreed as part of the new-build programme, the property may be pre-allocated prior to completion at the discretion of a Senior Housing Manager to ensure that these specific identified needs are met.
The Housing and Communities Committee agreed the current Housing Allocations Policy in November 2017, following the implementation of the Housing (Scotland) Act 2014.
It was agreed that a full review of the policy would take place in 3 years, however the Covid-19 pandemic delayed this work and the following timetable for a full review and update of the policy was agreed in November 2020:
Details | End Date |
---|---|
Research and pre consultation:
|
Oct/Nov 2020 |
Develop drafts of any areas being refreshed and share with working groups
|
Dec 2020 – Mar 2021 |
Review of Allocation Policy Review report to Housing and Communities Committee |
May 2021 |
Name | Position |
---|---|
Councillor Diane Docherty |
Housing Convener |
Frances McGonagle |
Littleholm TRA (chaired meeting) |
Billy Neeson |
Westbridgend TRA |
Polly Wheelans |
Littleholm TRA |
Harry McCormack |
Tullichewan TRA |
June Todd |
WDTRO |
Jamie Docherty |
Housing Development Officer |
Scott McClelland |
Area Co-ordinator – Ward 2 &3 |
Stefan Kristmanns |
Housing Development Co-ordinator |
David Lynch |
Area Co-ordinator –Wards 4,5a and 5b |
John Kerr |
Housing Development & Homelessness Manager |
Edward Thomas |
Housing Operations Manager |
Martin Feeney |
Building Services Manager |
Alan Young |
Housing Asset & Investment Manager |
Jane Mack |
Snr Housing Development Officer (Tenant Participation) |
Hanne Thijs |
Housing Development Officer (Tenant Participation) (minute taker) |
No. | Item |
---|---|
1 |
Welcome, introductions and apologies
Apologies received from Georgia McGambley |
2
|
Update on actions from previous minutes – (Stefan Kristmanns)
Landing window supply - still outstanding and will be prioritised as soon as possible. Action: Edward
Working group to improve tenant communication when lifts are off – Scott to contact tenants to arrange meeting and committed to doing so for next meeting. Action: Scott
Call handling – report received from Martin. Now a standing agenda item so will be discussed later in meeting.
District heating and improving energy efficiency in properties–briefing note been produced by Alan and John McKenna and sent to Jane to circulate. Jane to circulate and provide possible dates for virtual meeting. Action: Jane
Fire safety report – Edward confirmed that a report is going to Nov housing committee and can be discussed at pre-HACC Forum (2/11) and Edward can answer and any questions.
Design group – Hanne and Dawn putting together group of tenant volunteers. Will possibly look at meetings for new year in-line with new Social Housing Investment Plan (SHIP).
Building services plans for area-based approach to repairs – written update provided and currently focusing on clearing repair backlog first. Pilot of an area-based approach been agreed in principle with Housing subject to consultation and agreement. Full consultation timetable being put together and will be shared with the group. Action: Martin
Littleholm laundry proposal– Options being reviewed. David to chase up a response from consultancy services regarding costs and will then arrange a meeting to discuss. Action: David |
3. |
Allocation Policy Review (John Kerr)
Report going to housing committee in November and a copy of the main changes issued ahead of Liaison meeting. Over-due a review of the Allocation Policy and been pushed back to beginning of next year to allow time for full consultation and a new policy will go to committee in May. The changes outlined in Nov report are to amend the policy to incorporate changes already agreed through other strategies like the “No Home for Domestic Abuse”, care leavers protocol and to ensure new build of specialist properties are allocated to meet those specific, complex needs.
Consideration being given to how to consult this time. John asked how the WDTRO would like this consultation to be done, either with WDTRO or as a tenant/officer working group. Could be standing agenda item at WDTRO Liaison meetings. Jane raised that working group would be good to involve future tenants. Billy noted would be good for progress to be a standing item. John asked for WDTRO to discuss and confirm back how they would like to be involved. Action: WDTRO |
4. |
Social Housing Investment Plan (SHIP) Update (Jamie Dockery)
Presentation on SHIP based on report shared on screen. Outlined the Council and Housing Association plans for new builds up to 2026. Still a need and ambition to build but numbers will be determined by the level of grant funding made available. Other obstacle is availability of sites as sites left are more likely to have complications that increase costs. Question raised by Billy if internet access being considered in new homes? Jamie confirmed that requirement for home office space has been added and option for internet connection being looked at. Pandemic has made all housing providers rethink what is needed.
Question from June about exact location of the site at bottom of Mount Blow and concerns about traffic as when was housing before, less cars and no vehicle access to properties. Jamie confirmed looking at site off Lilac Avenue. Is a small site due to the slope and looking at energy efficiency proposals due to exposure of site. Likely to be just about 30 units but appreciated road access issues and these would be considered carefully.
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5 |
Repairs performance update (Martin)
Repairs performance information shared on screen for Q2 (July – Sept). Q2 figures have gone down from Q1 as restrictions allowed them to do more types of repairs and surveys but still needed to comply with restrictions in how workforce operate. Satisfaction level only fell slightly but was pointed out is only a 2% response rate. Call handling stats show level of waiting times and number of calls abandoned. Martin advised that had been a working group set up to improve tenant contact with repairs. Diane welcomed this and highlighted that councillors also concerned about repairs performance and will be monitoring this along with tenants.
Jane raised question from tenants at Joint Rent Group about cancelled repairs as not clear if tenant or council cancelled them? Martin explained that this can be due to tenant not being in. Looking at using texting on IHMS to remind tenants of appointments. Frances raised those tradespeople also not always turning up to appointments. Diane asked for stats on repair cancellations and how many are due to tenants not in and how many tradespeople not turning up. Also enquired about text service as thought that was in place. Martin confirmed that not currently working and is being worked on. John confirmed that issue been escalated with system provider Areon and a report being put together for IHMS Board and happy to share report with WDTRO. Action: Martin & John
Frances asked for stats on longest and shortest call waiting time as previously requested as average not always useful. Action: Martin
Stefan raised call handling discussion at joint rent group and that current system doesn’t tell people how long they might wait and if this is possible? Martin not sure if is part of current functionality or would be an upgrade and will speak to citizen services. Online services should help ease pressure on contact centre as will leave phones more open to those who can’t/ don’t want to use on-line reporting. Action: Martin
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6. |
COVID measures ( Edward Thomas / Scott McLelland)
Scott advised of new workplace guidance related to face coverings which mean that care takers and other staff will be wearing facemasks inside buildings as well as social distancing at 2 meters. Wanted to make tenants aware of these new measures.
Edward raised that nothing binding on tenants to wear facemasks in common areas but would like to encourage tenants to do so too. Frances agreed that reasonable for tenants to be encouraged. Discussed need for any communication to be clear and easily understood and Edward will work with Comms team to produce suitable posters re wearing facemasks. Action: Edward
Jane raised that noticeboards in multi-storey flats often overfilled and information partially covered and recommended that these are tidied up before any new posters added. Action: Scott
Stefan raised that message could also be shared via Housing News and TP Facebook page. Action: Scott/TP
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7.
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Charter Performance update (Stefan Kristmanns)
Stefan advised that all teams in last few months have carried out an assessment of 19/20 performance. Charter improvement plan to be agreed at housing improvement board on Monday (26/10/2020). Meeting also arranged with Harry and Frances on 6th November to discuss the action plan and if there are particular areas the WDTRO would like to focus on. Regular updates on the action plan will also be given at Liaison meetings.
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8. |
Forward plan update (John Kerr)
John advised that the first handover of new builds since pandemic taking place at Haldane development and more planned over next few months.
Demolition of flats at Clydebank East now finished and plans for site being developed.
Dumbarton harbour has had problems, previous contractor had gone into liquidation. New contractor in place now but costs have gone up significantly by £970,000. Positive dialogue with Scottish Government for increased funds to cover increased costs.
Working with asset management team looking at more possible sites including Willox Park.
Diane asked about guttering being cleaned when cladding is being done as scaffolding is up and more efficient to do together. Edward advised he has already raised with Alan and generally they do get done. Most contractors happy to do or give access for Council to do but has been a problem with one specific contractor in Clydebank and Diane asked to provide address after meeting for Edward to check out. Action: Diane/Edward
Alan and Martin left the meeting.
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9. |
Tenant Participation Update (Jane Mack)
TP activities fully functioning remotely.
Scrutiny Panel finished report on medical adaptations and being presented to Housing Improvement Board on 26/10.
Hanne working with TRAs to support them stay in touch with their members and the wider community - number are making more use of FB , zoom or newsletters. Any group needing support should get in touch with Hanne.
Chromebooks being bought to enable more WDTRO members to get online and will look for more funding opportunities to buy more as digital contact remains so important.
Interest in an idea from Highland Council who are using a digital hub called ‘Mighty Networks‘ as a way of creating a digital community to bring people together. Digital hub to share information and meeting notes – different TRAs, Scrutiny Panel could have their own private section and gives a chat facility which makes it more engaging. Being considered for TP and would like the WDTROs views. WDTRO to consider if they would support such a development. Action: WDTRO
Survey on TP strategy still online and staff and tenants urged to complete this. Virtual focus groups (one afternoon, one in evening) also being set up and dates will be confirmed next week.
Tenant Priority Budget – Repairs are costing up proposals that have been received and a virtual meeting set up as soon as they are costed up.
Rent setting consultation – process of drafting budgets more difficult this year due to the impacts and uncertainties of COVID but being worked through by Finance and housing and consultation plans will be made as soon as that’s done.
November HACC- papers due out and electronic versions will be emailed as soon as available and paper copies delivered next week. The Pre-HACC Forum is on Monday 2/11 at 10am for tenants to discuss the papers together and 11am with Diane and the paper authors. Action: All
Jane asked for permission to take a screenshot of meeting to use in Housing News and all agreed. |
9 |
AOCBFrances requested info on where One Stop Shop in Clydebank is as tenant looking for a new fob. Scott advised that Housing Officers , David or himself can be contact for fobs. He will check what offices are open and provide update on this to Jane for Housing News and Facebook. Action: Scott
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10. |
Date of meeting - 2pm Thursday 17th December, via Zoom |
The global climate is changing at a considerable rate. The Met Office detailed how since 1884, the 10 warmest years recorded have occurred since 2002, whereas the top 10 coldest years were recorded before 1970.
In Scotland, climate averages between 2009-2018 compared to averages for 1981-2010 show that:
Overall, in Scotland:
In a drive towards a low carbon economy, the Scottish Government set world leading Climate Change targets to reduce Scotland’s carbon emissions by 80% by 2050, with an interim reduction of 42% by 2020. In 2014 this interim target was met and exceeded (45.8%), leading to a new target set for a reduction of 50% for 2020. These targets present Scotland with significant social and economic opportunities, as well as challenges, and required a range of actions across society and the economy. The Climate Change (Scotland) Act 2009, which details these targets, is unanimously regarded as the most ambitious Climate Change legislation anywhere in the world.
In Scotland’s latest climate plan - ‘Climate Change Plan: third report on proposals and policies 2018-2032 (RPP3)’, further expectations are placed on the public sector to increasingly demonstrate how its own operations are driving down emissions. RPP3 sets out the path to a low carbon economy while helping to deliver sustainable economic growth and secure the wider benefits to a greener, fairer and healthier Scotland in 2032. Since the publication of RPP3, a Climate Emergency has been announced by Scotland’s First Minister, followed by new national emissions reduction targets and the ‘Climate Change (Emissions Reduction Targets) (Scotland) Act 2019’ which details new emission reduction targets for Scotland. These are:
To achieve this, the decarbonisation of the domestic housing and non-domestic building sectors will be key to achieving a net zero Scotland by 2045. This ambition is matched by the following policy and strategy documents, providing guidance on what we should be doing with all Scotland’s building stock starting immediately:
‘Net zero’ refers to achieving an overall balance between emissions produced and emissions taken out of the atmosphere. Simply, this means that for all the emissions produced there must be mitigating actions in place to remove the same level of emissions from the atmosphere. Net zero does not mean that there should be no emissions, just that they must be balanced through emission reduction interventions. This is illustrated in the diagram below. The interventions range from land-use change methods, tree-planting, peatland restoration, investing in carbon-offsetting charities, technical solutions that draw carbon from the air, or Bioenergy with Carbon Capture and Storage (BECCS).
Energy Efficient Scotland is a 20 year programme containing a set of actions aimed at making Scotland’s existing buildings near zero carbon wherever feasible by 2050, and in a way that is socially and economically sustainable. It has two main objectives:
It’s vision is, by 2040, Scotland’s homes and buildings are warmer, greener and more efficient. To achieve this they have set the following targets:
These overall targets can only be achieved if we are to quickly and radically change the way we approach energy efficiency in our homes and all other buildings. It must be set at the core of what we do when carrying out retrofit and new builds. The following table highlights the targets we must achieve.
Social Housing | Private Rented | Owner-Occupied | Fuel Poor Households |
---|---|---|---|
|
Private rented homes to be:
(Where technically feasible and cost effective.)
|
|
|
Homes in the social rented sector are some of the most energy efficient in Scotland, with over 90% already achieving an EPC D or above. We want to continue the excellent progress that has been made. |
People living in private rented accommodation generally live in homes that have poorer energy efficiency than elsewhere in the domestic sector. |
Owner occupied homes account for 61% of domestic housing and around 34% of these are EPC C or above. |
There were around 649,000 households living in fuel poverty in 2016, of which 79% lived in homes rated below an EPC C. These are our most vulnerable households and improving the energy efficiency of their homes will have a significant impact on their heating bills. |
Strive towards a higher energy efficiency and sustainability standard for our homes and buildings. This will require moving towards the highest sustainability standard as set out by the Scottish Domestic Sustainability Building Handbook.
*1 A standard for an economically and ecologically optimal energy retrofit, for old buildings that cannot achieve Passive House Standard with reasonable effort. (PHI).
*2 A voluntary standard for energy efficiency in a building, which reduces the building's ecological footprint. It results in ultra-low energy buildings that require little energy for space heating or cooling.
The Queens Quay district heating system is nearing the completion of the fit out portion of the Energy Centre. The fit out in principally complete with the commissioning of the system and its individual components almost complete. The Water Source Heat Pumps are now operational and last week were run to full operating temperature and tested. The network and thermal store has since been charged with hot water and heat was supplied to the Clydebank Care home last Friday. This week we are aiming to get heat on to Titan Enterprise Centre and Aroura House with Clydebank Leisure Centre to follow shortly thereafter. We are currently investigating the comparison cost of doing a gas boiler replacement in the town hall and library against the installation for the district heating, but stress gas is not the future. We are in negotiation with Clydebank College and The Golden Jubilee Hospital regarding connecting both of them to the network.
We are currently developing a pilot Local Heat and Energy Efficiency strategy (LHEES)
The project will seek to identify local solutions to reduce emissions from buildings and tackle fuel poverty across all building types within the town of Clydebank. It is proposed that the project will identify opportunities for expansion of the Queens Quay District Heating network which is currently being developed centrally within this area. The project will also explore the feasibility and costs of other energy efficiency measures across this area and build on existing EWI programmes, explore alternative heating solutions and opportunities with a focus on solutions and technologies around energy efficiency and heat decarbonisation.
The 20 strategy will strive towards achieving net zero emissions from buildings by 2045 and removing poor energy efficiency as a driver for fuel poverty.
All analysis on fuel poverty will use the latest poverty definition as laid out in the Fuel Poverty (Scotland) Act 2019.
West Dunbartonshire Council aims to ensure that tenants’ homes are well maintained, with repairs and improvements carried out when required and with a reasonable choice about when work is done.
Our promise is that:
Charter Performance Indicator | Q1 value | Q2 value | Q3 value | Q4 value | Q2 target | Q2 target met |
---|---|---|---|---|---|---|
Average time taken to complete emergency repairs (hours) |
4.12 |
6.08 |
|
|
|
Alert |
Average time taken to complete non-emergency repairs (days) |
2.99 |
7.46 |
|
|
|
Completed |
% of reactive repairs completed right first time |
93.4% |
86.3% |
|
|
|
Warning |
Number of times failed to complete a gas safety check within 12 months |
102 |
82 |
|
|
|
Alert |
% of tenants satisfied with the repairs and maintenance service |
78.2% |
75.2% |
|
|
|
Warning |
Contextual data | Q1 | Q2 | Q3 | Q4 |
---|---|---|---|---|
Repairs appointments made |
3173 |
5801 |
||
Repairs appointments kept |
3107 |
5463 |
||
% of repairs appointments kept |
97.9% |
94.2% |
||
Number of appointed repairs cancelled |
737 |
613 |
Repairs satisfaction response rate 2020/21 | Q1 | Q2 | Q3 | Q4 |
---|---|---|---|---|
Number of emergency repairs completed in quarter |
1788 |
1658 |
||
Number of non-emergency repairs completed in quarter |
2714 |
5283 |
||
Number of surveys completed |
101 |
133 |
||
response rate |
2% |
2% |
Repairs satisfaction breakdown 2020/21 | Q1 | Q2 | Q3 | Q4 |
---|---|---|---|---|
very satisfied |
21 |
30 |
||
satisfied |
58 |
70 |
||
neither satisfied nor dis-satisfied |
19 |
11 |
||
dis-satisfied |
2 |
9 |
|
|
very dis-satisfied |
1 |
13 |
||
Total |
101 |
133 |
|
|
Skills | Calls Presented | Calls Handled | Calls Abandoned | % of Presented Calls | % Calls Handled | % Calls Abandoned | Avg Handle Time | Avg Queue Time |
---|---|---|---|---|---|---|---|---|
Repair-Emergency |
1277 |
1047 |
231 |
35% |
82% |
18% |
00:04:16 |
00:04:05 |
Repair-New |
1037 |
850 |
186 |
29% |
82% |
18% |
00:03:58 |
00:04:23 |
Repair-Update |
1285 |
1066 |
219 |
36% |
83% |
17% |
00:05:17 |
00:04:19 |
|
3599 |
2963 |
636 |
|
82% |
18% |
|
|
The Housing Repairs Contact Centre telephony performance for August 2020 is reported above. The figures reported show an increase of 29% in calls received in August 2020 when compared with July 2020. The increase in the number of calls presented reflects a similar 29% increase to that reported in July 2020 and indicates a growing demand in requests both for repairs and information.
A new working group has been established with representatives from the IHMS Project Team, Citizen Services, CAS and Building Services. The aim of the group is to look at the process for receiving, recording and appointing repairs. This is welcomed by Citizen Services and will help identify system issues, training requirements and improve working relationships.
As noted above the highest number of calls received is from tenants requesting an update on an outstanding or existing repair (36% of calls) or to report an emergency (35% of calls). It is hoped the working group will help in understanding any issues and working to address this.
Training is being completed for staff from our face-to-face team and they are already providing support to the Repairs Contact Centre. The support provided has been invaluable especially with the continuing increase in call volumes noted above. Our concern remains capacity to manage call volumes as services offered are increased. As noted above the number of calls not answered increased in August 2020 when compared with July 2020 and this is despite having increased resourcing available.
We continue to work on customer satisfaction and are seeking guidance on both numbers to be completed and details of tenants to follow up. As highlighted previously the move to the new QL system means tenants now have the opportunity to complete a survey on the operatives device or opt for telephone follow up. This has reduced the numbers which are coming to Citizen Services. We are working with Building Services to ensure information is available to enable completion of the required number of surveys.
Stephen Daly
September 2020
WDC/WDTRO Liaison Meeting No.68
Thursday 27th August 2020, 2pm Via Zoom
No. | Item |
---|---|
1 |
Welcome, introductions and apologies Apologies received from Billy Neeson, Polly Wheelans and Suzanne Bannister |
2 |
Update re discussion at full Council meeting 26/8/20 Peter Barry joined meeting to give clarification and discuss any concerns the WDTRO had regarding discussion about HRA and DLO that took place at full Council meeting on 26/8 in relation to a paper on the impacts of COVID. Downturn of DLO through lockdown, still paying wages, but had no income. Some staff were furloughed, 80% of wages covered, 20% had to be covered by Council. One of the options in the Council paper was to explore whether HRA could fund the DLO’s lost income. Been discussed by COSLA and Audit Scotland happy to give Councils this flexibility. Councillors raised concern about this option at Council meeting and the potential £2.1m gap in DLO total budget . Only part of this figure is likely to be considered from HRA as some of these costs may still be recovered through work completed in the rest of the year. Too early to say what the final financial impact on DLO will be. If this money were to come from HRA, clear cost would need to be confirmed, would need to consult with tenants and would need to consult with Scottish Housing Regulator (SHR). Peter wanted to clarify the situation with tenants as this is likely to be discussed widely and emphasised that long way from any agreement and that JRG and WDTRO would be fully consulted. Frances advised she had listen to the Council discussion and had been concerned but happy to hear Peter’s clarification and assurances about consultation. Peter Barry left the meeting |
3 |
Update on actions from previous minutes – (Stefan Kristmanns) Windows at West Court, no written update. Edward Thomas advised no progress due to Covid and will get prioritised when possible in next couple of months. Working group to review communication when lifts not working - Scott will look at getting a group meeting set up before the next Liaison and provide an update then. ACTION: Scott McLelland Repair call handling information - Stefan discussed call handling stats provided and Cllr Docherty asked for stats from non-Covid affected months and more information on average waiting time . Suzanne confirmed that monthly reports go to DLO Board so Stefan to get these and have as a regular agenda item so can build up trend information and monitor performance. Waiting time is key area for tenants – average waiting time given so also want to know what is longest and shortest waiting time in relation to average. ACTION: Stefan Kristmanns District heating – no progress due to Covid. Alan Young been in touch with John McKenna to let him know WDTRO meetings have resumed, to then provide update. Jane requested that written info is provided as can be technical and tenants need time to digest before discussion. ACTION: Alan Young Fire safety report – Edward Thomas noted consultant has resumed work on report. Looking to get report to committee in November and so will be discussed at Pre-HACC Forum. Tenant involvement for new build design – John Kerr will update on this in his Forward Plan update on the agenda. Have completed a survey of new tenants of recent new build projects and a report on their views is available. Frances noted that doors should be considered for new builds as there are accessibility issues for people with disabilities. |
4 |
Building Services -Information circulated ahead of meeting. Tom Black discussed briefing note. Confirmed that not all staff back to work, some still furloughed and hoping as we move into Sept, more staff are back at work. Backlog is declining, had initially concentrated on external repairs but now also doing internal. Plans to work within localised areas to get backlog down further being looked at. Frances and Jane asked for clarity as previously told this option was no longer being considered and had agreed that move to this method of working would need tenant consultation. Alan Young clarified that Martin Feeney had had discussions with other stakeholders and the backlog would be cleared before looking at new method of dealing with repairs. Action : Jane to contact Martin Feeney for confirmation and Cllr Docherty to be included in email. |
5 |
Housing Operations - Information circulated ahead of meeting Scott McClelland gave update on new neighbourhood team. During lockdown were vital in dealing with vulnerable tenants and once lockdown eased brought in full job specs. Been very busy, on patrol to midnight every day. Feedback has been positive and high visibility of staff been well received. Also dealing with emergencies and ASB concerns and Scott happy with how they are integrating into caretaker service. David Lynch gave an update on caretakers who since lockdown adopted a Covid-19 awareness cleaning routine focusing on touch plates, handrails etc. David acknowledged drop in some of their duties to allow them to focus on Covid cleaning. Neighbourhood care-taking team now available at weekends so have a caretaking service 365 days a year from 8am to 4pm. Tracy Crichton gave update on housing officers who are working from home and been contacting tenants to check if any support needs. Initially dealing with homeless lets and emergency calls but since end of June introduced mainstream lets, completing viewings and sign ups with PPE, social distancing in place. Also doing inspections in areas. Moving towards normal practice but not fully there yet. Edward Thomas noted that staff working very hard, thanked tenants for patience during lockdown and recovery plan and asked for continued patience as moved through recovery phases. |
6 |
Update on work agreed through Tenant Priority Budget 2019/20 A lot of work which had been halted due to lockdown is being restarted. Outstanding work on the spreadsheet being progressed by Tom and Craig. In relation to Littleholm laundry option which had been a proposal from previous year so not on the spreadsheet, David Lynch confirmed that had conducted joint inspection with building services and architects and has drawings and costings to consider – work has a lot of additional complications with regard to plumbing and wiring. There are options and David will arrange a local meeting with tenants to discuss and invite architect Leong Lee too. ACTION: David Lynch |
7 |
Forward Plan Update ( info provided by John Kerr) John Kerr shared video of one of the 126 units at the St Andrews development. First handovers end of Sept. New handover processes due to Covid-19 and will use more digital content for user guides on heating etc but still have physical handbooks. Will be a break in handovers from 10th Dec over festive period as not fair to tenants to move at this time so any slippage on site might mean more moving in 2021. Going to use “show home” model to help with viewings. John reminded group of desire to set up a new tenant design group to look at enhanced specifications and energy efficiency measures for future housing – was tenant interest and John will send out invites as soon as possible. ACTION: John Kerr New social housing will be important for providing new homes and also for economic recovery so want to be developing ambitious but achievable plans for the future and are assessing all HRA sites for suitability |
8 |
Tenant Participation Update (Jane Mack) A summer TP Update was issued 3/8 and emailed to Housing teams, TRA members and elected members. Focused on introducing Hanne , encouraging new proposals for the Tenant Priority Budget and the review of the TP Strategy. Will also review what other consultation can be done depending on how lockdown restrictions change. The new Strategy is planned to go to February 2021 committee and survey is open until the end of October. Throughout lockdown kept in touch with most of our active tenants by phone and our FB page has been an important way to keep in touch and to help spread useful information and support for people. The Scrutiny Panel , JRG and the WDTRO meetings are all taking place via zoom so most of our participation activities have been sustained – only face to face meetings not happening so means some TRAs not been meeting but Hanne will be contacting them after the summer recess and see what support can be given. Some groups been using zoom and FB to keep in touch and been going really well. ACTION: Hanne Harry McCormack acknowledged hard time but Facebook been good for Tullichewan TRA and helped them link in to other services for the community and been more interest in the TRA due to them keeping people up to date. |
9 |
AOCB Frances McGonagle asked if anyone knew when Lady of Loretto Nursery was opening again – Jane to find out and confirm
|
10 |
Date of meeting - 2pm Thursday 22nd October, via Zoom |
WDC/WDTRO Liaison Meeting No.
Thursday 25th June, 2020 via Zoom video conferencing
Present: Jane Mack, Hanne Thijs (minute taker), John Kerr ( chaired), Edward Thomas, Frances McGonagle, Harry McCormack, Joanne Sutherland, Jacqui Peacock, Martin Feeney and Alan Young
No. | Item |
---|---|
1 |
Welcome, introductions and apologies Apologies received from Councillor Diane Docherty,Douglas Clark, Maureen Dempsey, Polly Wheelans, Billy Neeson, Janette Donlin and Georgia McCambley |
2 |
Introduction JK welcomed everyone and thanked the members of the WDTRO who have been involved in engagement activities during the pandemic, he said that the council is appreciative of the hard work and patience and that it is important for tenants to remain involved as things change. He noted that the council is now moving from the response phase to the recovery phase and feedback from tenants is an important part of that. |
3 |
Repairs restart plan MF first apologised for sending out the briefing note late yesterday, he noted that information from the Scottish Government is updating frequently which means that the repairs service are having to move their work patterns continually. MF spoke through the repair restart briefing note, highlighting that the service has been working with reduced staffing levels with team of about 70/80 providing emergency repairs, other staff redeployed and about 130 not providing any service at the moment. Some changes including staggered starts are interim measures for 6 months, looking at making more flexible service for long-term. External works restarted, concentrating on sites where scaffolding has been up long-term. Re-roofing recommenced, environmental works (safe paths etc restarted), end of this week 30-40% of pre-Covid levels, hoping to increase this within coming weeks so long as safe working can remain. Current figures for outstanding repairs are: Routine Repairs
Not included in the routine repairs
Total outstanding repairs 4018 MF hopes that reporting of outstanding routine repairs can restart mid/end July, they are hoping to phase in new works so that this is manageable. MF asked for feedback on proposed new model for dealing with non-urgent repairs. Repairs would be planned for a sub area within the council over a 6 week period (flexible depending on amount of work). Each area would be returned to after 18 weeks in a cyclical repairs roster. Roster could be flexible – some areas may need more or less time. Other housing providers doing it this way, tenants would know when repairs will take place in their area and less travel time for staff so more productive. Initially this could be an interim model, with consultation if it worked and wanted to roll out permanently. FMcG asked if not easier for people to phone in repairs during the pandemic instead of letting them build up. MF advised that due to lower staffing levels, this had not been possible although emergency repairs were done. FMcG asked if people might be confused by new system, MF said that will probably take some time for people to get used to this but once people understand it may be a simpler process for people but appreciated that communication about the process will be very important. HMcC asked why repairs were not logged during pandemic. MF advised that no other housing providers have been logging repairs, SHR have acknowledged this. New system would help to stagger repairs service when lines re-open. JP unsure how tenants will feel about proposed change as all tenants feel their repair is important, some tenants might not like this. MF acknowledged that is completely different repairs service, but current system inefficient and old fashioned. JM said that discussions with tenants raised concerns about how quickly can get through backlog before new repairs are logged. Questions about resourcing repairs. MF said that through further analysis can look at best way to prioritise backlog repairs. In the future, all repairs can be done by appointments. JK noted that some positives but some concerns raised particularly with reference to communication. MF said that he can provide more information on proposed system and can provide this to WDTRO, could have two-tier system for a time to clear backlog. Can test it as an interim. Action: |
4 |
JK then offered opportunity for WDTRO to raise any other issues. FMcG asked for update on care takers. ET said that care takers are back to full time hours as of last Monday, focusing on outside work, littering picking etc, and urgent cleaning duties. Care takers assessing areas where work which was not urgent but has gotten worse and some interim solutions being looked at. ET highlighted some areas where tenants have done some work in lieu of staff which has been appreciated. FMcG asked about night-time hours of staff and ET confirmed that neighbourhood team now back to midnight. Looking to get another communication to residents of flats to introduce staff. JP asked for clarity on times of operation for staff in her area, ET confirmed caretakers will be there until 4pm, neighbourhood team will be there from 2pm to midnight. Action: ET to get communication out to tenants about responsibility of everyone to help keep spaces clean. ACTION: Edward Thomas |
5 |
Tenant Participation Update ( Jane Mack) JM confirmed that the TP Strategy was being reviewed and that a survey to collect views from staff, tenants and Councillors had been issued and want to encourage people to give feedback. Been sent out to all TRA members and been on FB, and sent to staff. Would like managers to encourage staff to provide feedback. Survey open until end of August. Tenant Priority Budget Want to also start encouraging tenants to make proposals, £400k in budget, people on walks etc. may have seen things out and about that could be improved. Suzanne Bannisters team can then cost up proposals . Will need to consider how we get tenants to consider proposals depending on how lockdown eases – could do online voting. HT is working on some communique around this, to be sent out over next few days. |
6 |
AOCB JM thanked everyone for attending meeting. |
7 |
Date of meetings for 2020 TBC |
Briefing Note: WDTRO
Subject: Building Services Re-Start Plan COVID-19 Coronavirus Crisis
From: Martin Feeney, Building Services Manager
Date: 24 June 2020
Table 1: Scottish Government Route Map
Lockdown | Phase 1 | Phase 2 | Phase 3 | Phase 4 |
---|---|---|---|---|
High transmission of the virus. Risk of overwhelming NHS capacity without significant restrictions in place. |
High risk the virus is not yet contained. Continued risk of overwhelming NHS capacity without some restrictions in place. |
Virus is controlled but risk of spreading remains. Focus is on containing outbreaks. |
Virus has been suppressed. Continued focus on containing sporadic outbreaks. |
Virus remains suppressed to very low levels and is no longer considered a significant threat to public health. |
Table 2: Construction Scotland Re-start Model
Phase 0 | Phase 1 | Phase 2 | Phase 3 | Phase 4 | Phase 5 |
---|---|---|---|---|---|
Planning |
Pre-start site preparation |
"Soft start" to site works |
Steady state operation (where |
Steady state operation (with |
increasing density / productivity |
As we progress to the phases beyond lockdown, we will be able to return to delivering more services.
Scottish Route Map | Re-start Model | Construction Scotland Re-start Model | Building Services Action | Status / Date |
---|---|---|---|---|
Phase 1 | Phase 1 |
Small team preparing site for re- commencement, including all revised welfare, cleaning, signage & security (team size: 10 to 12) |
Preparation |
|
Phase 1 | Phase 1 |
Small team preparing site for re- commencement, including all revised welfare, cleaning, signage & security (team size: 10 to 12) |
Prepare Depot / Offices and Sites including signage, one way systems etc. |
Complete |
Phase 1 | Phase 1 |
Small team preparing site for re- commencement, including all revised welfare, cleaning, signage & security (team size: 10 to 12) |
Introduce safe office and depot plans ensuring social distancing / welfare facilities |
Complete |
Phase 1 | Phase 1 |
Small team preparing site for re- commencement, including all revised welfare, cleaning, signage & security (team size: 10 to 12) |
Review Risk Assessments (RAs) / Safe Systems of Works (SSoWs) / Method Statement (MS) |
On-going |
Phase 1 | Phase 1 |
Small team preparing site for re- commencement, including all revised welfare, cleaning, signage & security (team size: 10 to 12) |
Agree staggered start and finish times with TU’s and Workforce |
Agreed |
Phase 1 | Phase 1 |
Small team preparing site for re- commencement, including all revised welfare, cleaning, signage & security (team size: 10 to 12) |
Review supply chains and possible lags in material deliveries |
On-going |
Phase 1 | Phase 1 |
Small team preparing site for re- commencement, including all revised welfare, cleaning, signage & security (team size: 10 to 12) |
Manage current shortages of personal protective equipment (PPE) |
On-going |
Phase 2 |
Phase 2 |
Slow build-up of workforce to optimum capacity with physical distancing and no use of Covid-19 PPE - familiarisation with new arrangements |
External works and essential internal works commence |
Commencing 22/06/20 |
Phase 2 |
Phase 3 |
Steady state operation with physical distancing and no use of Covid-19 PPE. Progression through Phase 3 will be subject to continuous monitoring by site management with feedback of data/evidence used to inform ongoing review of health and safety systems |
As above increasing pre COVID-19 levels to 30% - 40% |
10/07/20 |
WDC/WDTRO Liaison Meeting No.65
Thursday 27th February 2020, 2pm at Dalmuir Community Centre,
Clydebank.
No. | Item |
---|---|
1 |
Welcome, introductions and apologies Apologies received from Harry McCormack, Peter Barry, Scott McLelland, Suzanne Marshall and Martin Feeney |
2 |
Updates on outstanding actions (Update sheet circulated)
Call handling performance report – outstanding but also being pursued through JRG as information provided to them not sufficient. Edward Thomas confirmed new phone system gives good monitoring. Action : Jane to email Stephen Daly on Diane’s behalf and ask for the data and for him to come to future meeting. Meeting to be arranged with WDTRO members following their requests for alternatives to storage heaters in MSFS – to cover District Heating, long term By 2025 Scottish Government don’t want any new homes to rely on a fossil fuel heating systems. Updated Fire Safety Report should go to May Housing & Communities Committee and will share report with WDTRO. New Build Design Consultation group - invites to go out – John will send out a couple of dates and will avoid Thursdays to suit . |
3 |
Update on ASB and caretaking service review (Edward Thomas) Edward advised that progressing well. All ASB new staff in place – now up to 8 in team (from 6) 4 day time and 4 back shift – in training phase so will be fully operational late March. Staff keen to start and will provide cover 3pm – 2am – 7 days a week. Caretaking – now appointed 3 seniors – will work closely with the area housing teams. Will continue to re-prioritise tasks and react to issues too. Committed to retaining dedicated caretakers for each multi-storey flats following the engagement meetings last summer as this was something tenants wanted kept. Induction and training ongoing. Should ‘go live’ by end of March and back shift will be 1pm – 12 midnight, 7days a week. Question asked about how tenants can contact the out of hours staff and was confirmed that can be contacted through the usual out of hours number. Will be manual checks for regular duties so no time to spend hours in office. Question asked about how TRA’s be kept up to date and updates will be given at Liaison meetings but Edward also agreed some specific communication for the Multi-Storey Flat tenants would be a good idea as they will see the biggest change. Question asked about using the noticeboards for information but also pictures of the new staff. David will ask new staff but often staff not keen to have Problems with teenagers hanging around in blocks at Littleholm was raised as at the weekend had over 100 hanging about and they had flares. Edward will liaise with the police and CCTV and that is the sort of situation they would want the out of hour staff to concentrate on. ACTION: Edward |
4 |
Review of Rent Collection Policy ( Ryan Chalmers) Number of years since last reviewed and been internal changes plus introduction of Universal Credit that need to be incorporated into the Policy. Corporate Debt are responsible for full rent collection. Since reorganisation of Housing Officers they have been doing early interventions with new tenants as they will already have had contact with tenant through allocation and sign-up. Appendix changes reflect the new working practices of the Housing Officers. Online survey being used to collect tenant views and been extended to 13 April as article being included in spring Housing News. Reviewed policy will go to May’s Housing & Communities Committee ( HACC). Question asked about DWP delays as can create arrears and often backdates then can’t be applied and tenant gets left with arrears. Ryan confirmed that do have regular liaison meetings with DWP and they don’t pursue tenant when they are waiting on Universal Credit. Focus is on getting a sustainable arrangement and do take other debts into account - look at bigger picture. Relies on tenant being open about other debts and can liaise with Working4U colleagues. Focus is on communication and creating a relationship with tenants so that staff have the full picture and can provide support. ACTION: TRA members encouraged to complete survey |
5 |
Scottish Social Housing Charter Performance update plus specific queries from WDTRO ( John Kerr) Harry and Frances had met with Stefan to discuss the Charter performance action plan and specific questions been raised with officers ahead of the Item 1 on sheet refers to 100% satisfaction with Repairs in quarter 3. Diane queried that we had reported on only 1 survey response and it was confirmed that the Repairs satisfaction level was based on 1 response and reason given was due to resource issues but which have now been addressed. Importance of providing credible information was raised and agreed. Was clarified that the annual satisfaction figure will include all quarters and that figure is what is publicised in the year end performance to the Housing Regulator. Convener disappointed that Citizen Services haven’t provided the credible number of surveys and asked for an email to be sent to Citizen Services ( cc
Edward confirmed that caretakers are reporting communal repairs but they can also have issues getting through and need to do around other duties. Douglas raised concern about reporting repairs particularly in relation to fire doors catching in landing floors and not closing but also other communal Item 4 on sheet relates to drop in satisfaction in relet standard and WDTRO wanted to know why. David advised that more work getting done once new Frances gave example of new tenant waiting months to get void works done and was explained that target is 10 days but can be work that takes longer e.g. asbestos etc. focus for housing to re-let as soon as possible. Item 6 - 6 actions without milestones? –Confirmed that Tenancy sustainment actions had been transferred to Suzanne and she had focused on rent
|
6 |
Forward Plan Update ( info provided by John Kerr)
Question asked if Clydebank East will just be developed by WDC? –John advised it might not - keeping open mind and might consider other tenures but |
7 |
Tenant Participation Update ( Jane Mack) Rent setting consultation – survey closed on 15/12/19 and report going to Council on 5/3. Thanks given to everyone who came to the public meeting at Preferred rent option from the survey is 1.9% option with 40.6% of votes. Council meeting next week will confirm decision and all tenants will then get a Tenant Priority Budget – Public meeting took place on 6/2/20 and 7 new proposals got the go ahead- 1 at McColl avenue needs more discussion . New Tenant Association been set up at Willox Park sheltered housing complex - have had their first committee meeting and have a public meeting Staff update. Only ended up with Alex for a couple of week before she started another job unfortunately but do have another preferred candidate and just waiting on references so hopefully she will be starting in about 4 weeks. In meantime Jane supporting the groups as much as possible. |
8 |
AOCB None raised
|
9 |
Date of meeting - 23 April 2020, 2pm in Council Offices, 16 Church Street, Dumbarton, G82 1QL
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