Agenda item
Overview of Resident Engagement Framework
This report provides an overview of Brent Housing Management resident engagement framework, the associated delivery plan as well as an overview of current performance in the contact centre together with the improvement activities underway to deliver further improvements to the Council’s call handling performance.
Minutes:
Troy Francis (Head of Housing Management Customer Service) drew members’ attention to the report and highlighted some of the key points. He explained that the previous resident engagement offer was considered obsolete, nor did it achieve the level of outreach required to actively engage with residents, with strong evidence suggesting that the previous approach had only reached 3% of the residents. Therefore, the Council was committed to developing a new, more engaging framework which would put residents at
the forefront of shaping services and would offer choice in terms of ways to engage.
In the subsequent discussion, the committee raised questions on the new resident engagement framework and sought more information on the role and function of the customer experience panel. Officers informed that at the heart of the new framework would be a twelve person council wide customer experience panel, who would represent residents from a wider range of social and economic backgrounds and would ensure their views were represented before the Council. Members paid particular emphasis on the need to improve engagement with the youth and ensure they were represented on the panel. In
acknowledging the members recommendation, officers advised that the new structure would ensure commitment to resident involvement on all levels, paying particular onus on maintaining local conversations, setting example through senior management but also carrying inspections to ensure expectations were met. It was highlighted that the organisational structure was already there through the existence of neighbouring network groups but an ever stronger focus would now be paid on capturing neighbourhood related
activities and ensuring views of panel were inclusive and representative of the diversity in Brent.
Discussion moved to the methods of engagement envisioned in the new resident strategy. Points were raised on a range of issues including the overall service commitments, the need for a joint holistic approach and fair involvement of residents from all property types and providing accessible options for engagement, including appropriate use of technology and social media. Members suggested that in engaging with residents, the Council should consider time commitments and tailor any events to the residents’ availability. In acknowledging members’ concerns Hakeem Osinaike explained that a number of ways would be available to residents, including virtual meetings, use of CRM and extending meeting locations beyond the Civic Centre. With regards to service commitments, the committee heard that were two sets of strategy available – corporate customer promise and housing promise, with an additional resident charter due to be published. Mr Francis added that the Council was determined to improve management of resident interactions and was particularly keen to hear residents’ feedback on different matters. Local views would therefore be captured through a variety of methods such as surveys, focus groups and consultations, while also offering a wider choice to residents to engage on a day to day basis. Whilst acknowledging that not all residents may be comfortable using technology, he assured the committee that face to face interactions would be retained through the new housing management model. This would see the creation of two teams – visiting and duty, the latter of which would be based at the Civic Centre and would deal with residents’ enquiries. It was also confirmed that a key interface link at the main reception was going to be set up serving as a primary point of contact.
Discussion continued with the committee seeking further information on progress made with estate inspections regime and resolving issues around ground maintenance. With regards to estate inspections, officers stressed the importance of having a structured approach. As a result, they explained that the current inspection regime was in the process of being redesigned and would be renamed to “neighbourhood inspection”. It would seek better liaison with block champions and more inclusiveness, thus allowing inspections to be joined by anyone, including residents, councillors and key stakeholders. The review was
expected to be completed by end of August/beginning of September 2018 and information would be advertised on the website. Commenting on the issue of grounds maintenance, officers assured the committee that the Council considered this a high priority, with discussions already taking place and a strong commitment towards improving joint working between services going forward.
RESOLVED:-
i. that Housing Management Team seeks liaison with the welfare service in designing the resident engagement offer.
ii. that Housing Management Team shares a copy of the Corporate Customer Service Strategy and Housing Promise Strategy with committee members
iii. that Housing Management Team explores possibility of alternating Talk Back events venues between Brent Civic Centre and Willesden Library to allow further resident engagement
iv. that Housing Management Team shares copy of the Resident Promise with committee members.
Supporting documents:
- 08. Resident Engagement Report, item 8. PDF 199 KB
- 08a. Appendix A - Customer Experience Panel Terms of Reference, item 8. PDF 317 KB
- 08b. Housing Customer Experience Strategy, item 8. PDF 103 KB