Issue - meetings

KD 5070 - Responsive Repairs

Meeting: 12/02/2020 - Cabinet (Item 9)

9 Enfield Repairs Direct pdf icon PDF 379 KB

A report from the Executive Director – Place is attached. (Key decision – reference number 5070)

(Report No.194)

Additional documents:


Councillor Nesil Caliskan (Leader of the Council) introduced the report of the Executive Director – Place (No.194) setting out the good progress made to date, the design of the service and the service standards which support the delivery of the service.




1.            The Council’s commitment to insourcing services where possible. The background to the housing repairs service and the previous decision to bring the service in house as set out in the report. The progress which had been made in planning and preparing for the transition in service provision by the Council was outlined.


2.            The priorities and aims of the service as set out in the report including the provision of a “right first time” service which would reduce the number of visits required and increase customer satisfaction. Feedback would be sought on the service and close monitoring would take place. Measures would be introduced to improve the communication channels between the Council and its residents. The transition was being undertaken in a managed way and would be kept under review.


3.            The progress being made and the staff being employed to undertake the new inhouse services. The preparatory work was being progressed as detailed within the report. This was a major area of change that would result in service improvements for the Borough’s residents.


4.            The Council’s commitment to supporting the employees of the service through training and apprenticeships.


5.            That the proposals were welcomed by the Cabinet. 


Alternative Options Considered: As incorporated within the body of the report.


DECISION: The Cabinet agreed


1.            The proposed service model for Enfield Repairs Direct at Appendix 1 of the report and to monitor performance through the indicators highlighted in section 9 of the report.


2.            To approve the Housing Repairs, Maintenance and Planned works policy at Appendix 2 of the report which sets out what was in the scope of the service and what was the responsibility of the tenants and leaseholders.


3.            The Housing Compliance Policy at appendix 3 of the report setting out the Council’s standards for ensuring that the Council met its legal obligations and ensured residents’ safety.


4.            To delegate to the Director of Housing and Regeneration in consultation with the Cabinet Member for Social Housing further operational arrangements to support the delivery of the service as necessary.


5.            To note the business plan shown in appendix 5 of the report.


6.            To note the branding as shown in appendix 4 of the report.


7.            The charging policy for works delivered outside of the Council’s responsibilities under the Repairs Policy.


Reason: To agree and progress the implementation of Enfield Repairs Direct.

(Key decision – reference number 5070)