Agenda item - HOUSING REPAIRS - UPDATE ON IMPROVEMENTS AND FUTURE OPTIONS

Agenda item

HOUSING REPAIRS - UPDATE ON IMPROVEMENTS AND FUTURE OPTIONS

A report from the Executive Director – Place is attached. (Key decision – reference number 4773)

(Report No.110)

(8.10 – 8.20pm)

 

 

Minutes:

Councillor Dino Lemonides (Cabinet Member for Housing) introduced the report of the Executive Director – Place (No. 110) setting out progress to date in improving the customer experience for responsive repairs; a timeline for a full options appraisal of future delivery models; and, a recommendation based on the outcome of that analysis.

 

NOTED

 

1.            The detail of the current housing repairs service provision in Enfield as set out in the report including the number of repairs undertaken, levels of satisfaction and, the contracts in place. All of the five-year contracts as set out in the report were due to expire in March 2020.

 

2.            That in light of the concerns about current performance, an improvement plan was currently in place, and consideration was being given to how these functions could best be delivered in the future.

 

3.            The establishment of an officer/member repairs task force; the improvements that had been made since its inception; and, the work of the transformation team on repairs as set out in the report.

 

4.            The development of the property MOT team outlined in section 6 of the report.

 

5.            The timeline for the future delivery model as detailed in section 7 of the report. The proposed timeline would mean that the existing contracts might need to be extended for circa four months whilst the new contracts were mobilised.

 

6.            In response to questions raised by Members, the number of outstanding complaints together with the progress which had been made over a 15- week period were outlined in detail. A targeted and focused approach was being taken on all aspects of the repairs service as highlighted.

 

7.            Members welcomed the proposals and were pleased to note the progress and improvements to date. The extract of the minutes of the Overview and Scrutiny Committee meeting held on 7 November 2018, when this report had been considered, were tabled at the meeting and noted by the Cabinet. The work undertaken by the Council’s Scrutiny function regarding this area of work was praised and acknowledged.

 

8.            That the task force would continue to drive improvements and take action where necessary. The proposals would be cost neutral. It was important to allow sufficient time to determine the best options going forward.

 

9.            That it was intended to present a further report to Cabinet in April 2019 making recommendations on the future delivery model for repairs.

 

10.         Members welcomed the proposals and the good partnership working between Members, Officers and contractors. The effective work of the Repairs Task Force was noted. Housing repairs was a frequent issue of concern raised with Ward Councillors; the improvement in service and reduction in the number of complaints was praised.

 

11.         That improvements were continuing and trends would be closely monitored and appropriate action taken where necessary.

 

Alternative Options Considered: NOTED, the alternative timeline options which had been considered as set out in section 9 of the report.

 

DECISION: The Cabinet agreed to:

 

1.            Note the establishment of the officer/member repairs task force and the improvements made since its inception, along with the work of the transformation team on repairs.

 

2.            Note the creation of a small in-house “property MOT” team under delegated authority to work alongside the term contractors, improving the quality of stock data and resolving routine repairs issues.

 

3.            Note the options for the future delivery now being assessed, and delegate authority to the Director for Housing and Regeneration to consider further these options in consultation with the Cabinet Member for Housing.

 

4.            Approve the timeline and actions shown at paragraph 7.7 of the report, including the presentation of a further paper in April 2019 making recommendations on the future delivery model for repairs.

 

5.            Note the draft minutes for the Overview and Scrutiny Committee tabled at the meeting.  

 

Reason: NOTED, the reasons for the recommendations as set out in section 10 of the report. The approach of allowing sufficient time to undertake a fuller options appraisals exercise and allowing a suitable mobilisation/conversion period was recommended to achieve the optimum model. The service would continue in the interim to work on performance improvement with the current contractors, resulting in ongoing improvements in residents’ experience of the repairs function.

(Key decision – reference number 4773)

Supporting documents: