Agenda item
Registered social landlord performance
This report provides an overview on the Performance of social Landlords within Brent. The reports focuses on the main Registered Providers (RPs) operating in Brent, covering the organisations that are part of the council’s joint commissioning arrangement.
Minutes:
Tony Hirsch, Policy and Performance Manager informed the Committee that there had been a significant change to the approach of housing regulation and how performance was managed at a national level. The national indicator set had been abolished in line with the Localism Act 2011, along with the Tenant Services Authority (TSA), with its role being undertaken by the Homes and Communities Agency (HCA). It was noted that the HCA focused on issues surrounding economic and financial performance rather than customer standards with the view to only intervene as a last resort where serious detriment to tenants was likely to be caused. It was explained that the view taken was that organisations should manage themselves with tenants taking a role in overseeing performance with seven core standards being undertaken around customer standards and economic standards. It was clarified that under the housing reform, rents were likely to increase due to the lower subsidy available with an uncertain future post 2015. It was explained that the welfare reform changes would also cause performance uncertainty due to the under occupation penalties, changes to the council tax regime and the impact of universal credit being paid directly to the recipient. Providers of social housing had previously undertaken work to encourage employment, training and tackling poverty of residents. It was felt with the loss of the national indicator set it would be difficult to comparatively measure partner’s performance, particularly as they will be required to agree performance measures with tenants. It was noted that the overall performance of partners was good and improving and following receiving the annual figures in September, a report would be brought to the Committee in October looking at qualitative satisfaction and ways in which partners could work with the Council.
Following discussions, members queried the low target and performance surrounding satisfaction with customer service centre provision at the A2 Dominion. Tony Hirsch felt that this may be partly due to the welfare changes and the pressures tenants were facing financially and need to have an understanding approach when dealing with such issues yet a strict approach regarding rent. The Committee were informed of a new tenancy strategy that was being developed to offer greater flexibility, enabling more sanctionable activity regarding rent arrears to reduce arrears and if necessary allow a court order. Members queried the fairness of benefits in relation to working persons. Tony Hirsch felt the changes to welfare would have numerous impacts such as ability to collect rent with a proactive approach needing to be undertaken. It was explained that advice would be available on the options available to person in relation to occupancy although it was noted that it may not always be possible for persons to downsize, resulting in a lack of larger homes. It was queried why RSL performance information was no longer provided. It was explained that partners had a greater focus on their own performance and the satisfaction of the tenant rather than that of their peers. It was queried whether performance information could be included within a service level agreement. It was explained that how the council worked with partners needed to be reviewed to try and prescribe all partners to present consistent performance information following the loss of the national indicator set that was previously used.
Supporting documents: