Agenda item
Brent based Registered Providers (RP) delivery of social housing
The report takes a detailed look at the largest Registered Providers operating in the borough over the next quarter, focusing on one landlord every month as well as the level and quality of services they deliver to local residents.
Minutes:
Jon Maxwell (Director of Local Services) and Morris Durrant (Housing Services Manager) from Metropolitan Housing presented this report, setting out the level and quality of services Metropolitan Housing delivered to local residents. During the discussion members sought further details on a range of issues including repairs services, housing performance, communication with residents and councillors, ground maintenance issues and Universal Credit roll out preparation.
In response to concerns raised about the Chalkhill Estate, Metropolitan Housing explained that they were aware of some of the existing issues of poor contractor service, inefficient communication, and customer service provided to residents living on the Chalkhill Estate as well as response to councillors’ requests and were working towards resolving these. Members were advised that as part of the process, the repairs service was being brought back under Metropolitan’s control which was expected to result in the provision of a better and more cost effective service to Metropolitan residents. The Committee was reassured that Metropolitan Housing was committed to providing good customer service and welcomes resident feedback to improve it. Whilst information was provided to councillors was available upon request, Metropolitan Housing acknowledged that councillor communication could be improved and agreed to closer collaboration in the future, including regular meetings with local ward councillors after the elections. Members felt that information on housing performance indicators was either insufficient or not available to residents when viewing Metropolitan Housing’s website but felt that this information was essential in measuring overall performance of the different services provided. In the context of performance, members heard that Customer Relationship Management (CRM) system was in progress with plans to use it across the organisation. Metropolitan Housing was in discussion with IT providers but no set live date had been confirmed yet. Metropolitan explained that any performance information would apply to the group as a whole and not focus solely on housing performance in Brent
In respect of the long standing matter of land ownership on Chalkhill and the impact on service provision, Mr Maxwell and Mr Durant informed the Committee that Metropolitan Housing was aware of the issue which was mostly due to split estate grounds. Nevertheless, Metropolitan was liaising with the Council and had already taken measures towards changing the system, whilst ensuring regular officer presence on affected estates to help address any concerns/ queries. In part some issues arise due to difficulty tracking perpetrators, who may have moved to another area. Referencing paragraph 3.8 from the report, the Committee further discussed the terms and conditions on tenants discounts when acquiring properties. Officers explained that the terms were not detailed enough to allow for the current sale of properties to local residents to take place, resulting in the Council requesting that these be revised. Metropolitan Housing representatives advised member of their long standing commitment to allow tenants to buy on estates and as a result were working to ensure clarity in original agreements and deed terms, with progress update expected to be made to the Council by end of February 2018. Finally, responding to queries from members on Metropolitan’s mutual transfer policy, officers explained that a policy was in place but void turnover was relatively low, with only 2% of residents using it. However, residents were encouraged to seek mutual transfers.
With regards to recycling and disposal of bulky items on Metropolitan Housing estates, officers informed the Committee that this was promoted on a regular basis through its in-house newsletter. However, members noted that issues with disposal of bulky items persisted, largely due to inconsistent reporting to the Council. In relation to fire safety, members were reassured that regular checks tests and FRAs were carried out on an annual basis as were gas and electricity checks. Furthermore, members were informed that additional signage had been put in each of the blocks with smoke alarms installed in all properties. Metropolitan advised that they had adopted a ‘Stay Put’ policy in majority of the blocks as the safest approach in the event of a fire and this was communicated to tenants throughout their tenancy.
In light of the forthcoming Universal Credit rollout, the Committee heard that the immediate impact of it was expected to be significant but that Metropolitan had put plans in place to prepare in order to avoid potential negative impact on residents with mitigation strategies including offer of management support to household in arrears and resident surgeries.
Members sought further clarification from the representatives about any future plans for surveying the condition of its housing stock – a common practice used to determine capital works and what was known as the Decent Homes Standard, which included thermal efficiency and noise insulation.
Finally, in the context of resident engagement, members heard that Metropolitan Housing was taking an active role in reviewing performance, contractors and shaping activities and improvements around residents’ needs. A number of opportunities were available to residents to raise concerns and hold their landlord to account including a range of boards and Committees, such as customer services and scrutiny, surgeries and tenants associations. Metropolitan also reported a formal training package for residents to allow them participate at the point of joining Metropolitan or at some point in the future.
RESOLVED that:
i. the contents of the report on Brent based Registered Providers (RP) delivery of social housing be noted
ii. the contact details of designated contact officer be shared with Committee.
iii. closer engagement between Metropolitan Housing and councillors be sought following the local elections in May 2018.
iv. further information on right to buy to be circulated to the Committee
v. councillors be added to Metropolitan Housing’s newsletter distribution list
vi. detailed performance information be provided by Metropolitan Housing in a year’s time
Supporting documents:
- 08. Brent Based Registered Providers (RP) Delivery of Social Housing, item 8. PDF 80 KB
- 08a. Appendix: Brent Based Registered Providers (RP) Delivery of Social Housing, item 8. PDF 236 KB