Issue - meetings
Performance Update
Meeting: 06/02/2019 - Housing Scrutiny Committee (Item 9)
9 Performance Update PDF 253 KB
The report outlines the current performance for Brent Housing Management from April – December 2018 in key improvement areas for the service. Performance targets are presented alongside monitoring data, commentary and progress against the improvement plan work.
Minutes:
Jo Walton (Head of Performance Insight and Improvement) introduced the report which briefed Members on the current performance in key Brent Housing Management areas for the period between April and December 2018.
In the discussion which followed Members raised a number of issues. Firstly, the Committee noted the variance in performance figures, with poorer rates observed in the winter months. Officers explained that this was due to the seasonal nature of calls and a combination of factors. Higher number of calls in the summer noted when most staff is on leave.
Referencing information in the report on number of calls answered within 3 minutes in the period from July to December 2018, Members noted that percentage of calls answered in November and December was lower than in previous months and that this did not give the impression of any improvement made. They also stated that it would be helpful to benchmark data against that of previous quarters. Officers stated that the data was recorded only because it was expected from the residents, and this was not the case under BHP. There had also been a change in telephone providers which had had an effect.
The Committee commented on the potential issue of staffing and enquired on the possibility of the Council recruiting more agency staff. In response, officers stated that contact centre resources were being reviewed as part of a wider structure review. New information to be used in order to establish what resource were required and ensure appropriate staffing levels.
Referencing customer satisfaction targets, officers acknowledged that there were areas where the Council was underperforming. Whilst overall call response by the Council’s customer services was rated good, the Committee heard that delays in carrying out repairs were more common from a contractor’s side. They acknowledged that there was a failure to manage response times appropriately just as much as Wates’s own poor performance. It was explained that issues often arose from the type of repairs – minor repairs were resolved quickly whereas more complex ones often required two or more operatives which, if not managed well, led to delays. A series of workshops and meetings had been held with Wates and actions were set for them to work towards.
Discussions moved on, with the Committee referencing information in the report and spotlighting on the downward trend in the percentage of repairs completed within 14 days. Officers stated that residents often come up with false statements to ensure Council attends quickly to their repair, because they don’t trust it will be done otherwise. As a result the two week measure had been introduced to ensure repair response are carried out promptly and consistently within specified deadlines. In terms of carrying out repairs below the agreed standard, officers explained that performance on that was measured. It was explained that as part of the contractual agreement with Wates any contractual services were charged at a flat rate, per property. This in turn created an initiative for the contractor to carry out repairs ... view the full minutes text for item 9