Agenda item

(NOTE: At this point Councillor Josie Paszek re-joined the meeting.)

8.1

As a preliminary to this item, Vicki Barrow, a disabled Council tenant, informed the Committee of the extreme difficulties which she had had in getting Kier to undertake repairs to rotten wooden cladding at her property which was affecting her kitchen wall and floor tiles.  She highlighted the difficulties experienced in contacting Kier, in that she had made approximately 70 phone calls and had only received a telephone call back on one occasion.  Furthermore, she emphasised that the mould being caused by these problems had caused her asthma to deteriorate.  In response, Janet Sharpe, Director of Housing and Neighbourhood Services, stated that she would make contact with Ms Barrow and also get one of her managers to contact her with a view to resolving these problems.  She added that one of the reasons for the delay may be because a specialist damp-proofing company needed to be used.

8.2

The Committee then received a report of the Director of Housing and Neighbourhood Services which presented the Committee with information to enable it to consider the progress made on implementing the requirements of the contract for Repairs and Maintenance Services between the Council and Kier.

8.3

Janet Sharpe took the Committee through the report which highlighted key issues in the current arrangements. 

8.4

Janet Sharpe also referred to the Casework Overview document which had been provided by Councillor Sarah Jane Smalley and which had been circulated to the Committee.  Councillor Smalley explained that the Casework Overview document contained examples of the number of visits made, related instances of poor service, things being missed and language issues and requested more information on performance management in relation to the quoted cases.  In response, Janet Sharpe referred to the large volume of complaints received each year and the importance of the correct identification of the repairs required and having the right person to deal with them.  She added that robust contract arrangements were in place, which included penalties for any breach.  Improvement measures were in place with Kier and there was a commitment within that organisation to improvement.

8.5

Members made various comments and asked a number of questions, to which responses were provided as follows:-

·                The annual housing stock survey involved a survey of the condition of 15/20% of the Council’s housing stock.

·                A 30 year asset management plan informed what was undertaken as planned maintenance.  This would include items such as roof replacements.

·                In order to minimise condensation, information was provided to tenants on insulation, high performance heating and ventilation.  One of the main issues was drying clothes on heating and the use of extraction fans had been considered in some situations.

·                Information on capital planned schemes was obtainable through the Local Area Housing Fora.

·                It was acknowledged that leaks could create condensation, but it should be borne in mind that making properties airtight could also create problems.

·                The making of a contribution towards the cost of extractor fans to combat condensation would be a policy decision.  However, in the case of the reported complaint, it may be possible to see if the relevant Area Housing Manager could investigate this and consider whether it was a special case.

·                It should be noted that the Council Complaints Procedure also applied to Kier.

·                In some properties, extractor fans would be put in as part of a refurbishment, but there was a cost issue, so the design of windows was being looked at.

·                Where a job was reported, it was attached to a property reference number and the client team would check to see if this was a new repair or an existing one.  The jobs were monitored so that any trends could be identified.

8.6

RESOLVED: That the Committee:-

(a)       thanks Janet Sharpe and Vicki Barrow for their contribution to the meeting;

(b)       notes the contents of the report and responses to questions; and

(c)        requests that:-

(i)        reassurances be provided on how the reported issues relating to condensation, call handling and the number of repeat visits to properties are being addressed;

(ii)       the questions raised in the Casework Overview document provided by Councillor Sarah Jane Smalley be addressed and circulated to the Committee; and

(iii)      a further report on the Social Housing and Repairs Maintenance Contract be presented to a future meeting of the Committee.