Tenants’ Consultative Committee 12 November 2018
Agenda 1. Minutes and Matters Arising 2. Cllr Kim Taylor Smith 3. Your Home Your Voice update (steering group members) 4. Repairs Policy 5. Compensation Policy 6. Update on Task and Finish Groups 7. Forward Plan 8. Future meetings
Improving TCC meetings Aims: 1. To make sure we get the best out of the meeting 2. To make best use of time 3. To make sure everyone has an equal chance to take part Groundrules: 1. Mutual respect – the golden rule! 2. Keep the meeting focussed on the issue in hand 3. Deal with individual issues outside of meeting 4. Agree broad times for discussion items 5. Residents to inform the agenda of the next meeting
Update
Repairs Policy Introduction – Martin Greenway, Head of Repairs • My working principles • Residents come first • Public service not contractor • Up to a standard not down to a price • One visit fix (9 times out of 10) • Don’t over -rely on contractors • Ambitious and high performing
Repairs Policy • T&F Group met over several months • Clear understanding of who does what • What our response times should be • Hours of working • Recharged works • Handyperson services • Service Standards
Who does what? • RBKC responsibility • Heating/ security/ lighting/ electrics • Structures and installations (building/ drains / pipes/ boilers etc.) • Kitchen units, sinks, worktops, toilets, sockets, light fittings, communal • Large list. • Tenant Responsibility • Replacing locks and lost keys • Toilet seats • Minor plaster cracks • Fences shared with neighbours • Decoration Does this sound right?
Response Times • Emergency – 24 hours (out of hours 4 hours) • Triage. Contact Centre Operatives escalate • Gushing leaks / insecure properties/ smashed window/ faulty electrics • Urgent – 5 days • Heating faults (portable heaters issued until resolved) • Door entry phone outage/ blocked drain/ faulty TV aerial/ containable leaks • Routine – 20 days • Repairs to doors windows and floors/ kitchen fittings/ tiling/ minor plaster work • Planned – 90 days • Replacement doors/ windows/ kitchen units/ fencing/ gates/ major plaster work
Hours of Working • Currently • 8am – 5pm Monday to Friday. Occasional Saturday work according to demand • Is this sufficient? • Should we work later? • Should we work at weekends? • Caveat: Cost
Recharged Work • Currently • No recharges • Proposed • Recharges for misuse • Upon attendance something that is responsibility of tenant • Fixture or fitting not installed by RBKC or correcting work that was privately commissioned by residents. For discussion…
Service offer • Should we offer a handyperson scheme? • put up shelves, grab rails, ease and adjust windows and doors • Criteria / cost • Should we develop a tailored service offer to households with disabled residents / residents with particular needs/ or elderly or residents in sheltered accommodation? • Some residents need a more personalised service • What service standards do you expect of our operatives? • Clean up after themselves, show ID Badge, ring ahead if running late
Next steps… • Thank you to the task and finish group – we have developed a document to consult on • Recommend consultation with a wider group of residents • Look to sign off early in 2019?
Compensation policy review Why? • Last reviewed by TMO – November 2015 • Lack of clarity/guidance for staff and residents • Inconsistent approach across service areas • Seemingly high level of payments – responsibility for how residents’ money is spent • Housing Ombudsman – dispute resolution principles not reflected: Be fair, Put things right, Learn from outcomes
Compensation policy review Proposed principles: • Don’t reinvent the wheel – consider what works well for other organisations • Link with other RBKC teams i.e. Legal and Insurance • Fairness and consistency – compensation to be awarded on an equitable basis • Empower/trust/encourage staff to resolve ‘issues’ at an early stage – ‘goodwill’ to recognise failures
Compensation policy review Proposed principles continued/… • Involve residents in deciding what is fair/reasonable • Discretion for managers, but with guidance and limits • Clear timescales i.e. missed appointment if less than 24 or 48 hours notice is given • Payment authorisation levels – set at a level that encourages early resolution • Simplify the process for both residents and staff • Put residents in the position they would have been in had no service failure occurred
Proposed Discretionary Compensation Level of 1. 2. 3. 4. RBKC’s No material Low Medium High responsibility impact impact impact impact None Nil Nil Nil Nil Partial £10 £25 £100 £250 Full £25 £50 £250 Up to £1,000 1. Goodwill gesture to rebuild relationship 2. Inconvenience and/or some distress caused 3. Significant inconvenience and/or distress caused or repeat service failure 4. Serious or persistent service failure over a prolonged period
Compensation policy review Next steps: • Policy drafted following initial feedback from Housing Management Team and key internal stakeholders – October/November 2018 • Consultation with TCC and Complaints/Customer Service Task & Finish Group – November 2018 • Incorporate feedback and take back to TCC for final consideration January 2019 • Sign off by leadership team / deputy leader
Contact Details For further information on the draft Compensation policy or to give feedback: Jane Jolly Interim Assistant Director of Policy & Performance Tel. No. 020 7605 6398 Email: jane.jolly@rbkc.gov.uk
Update on Task and Finish Groups 1. Complaints and Customer Services 2. Workforce Development 3.Estate Services 4.ASB
Complaints/Customer Services • Now meeting monthly as priority areas for residents • Developed/approved Terms of Reference, incorporating RBKC’s values • Draft Residents’ Charter – suggested ways of softening the tone and including explanations for resident expectations • Draft Tenancy Handbook – provided feedback on what should/should not be included from a resident perspective • Compensation policy – consulted on specific policy areas i.e. basis for calculations, cancellation timescales, discretion • Customer Service Centre Health Check – received initial findings and will monitor Action Plan once drafted
Workforce Development Update • Task & Finish group residents to attend a staff conference with some volunteers to talk to staff • Proposed should involve Residents in interviews (use of Lancaster West Model). Will be open to all but training will be required and recognition of time commitment • Looking at wider development of staff in terms of professional & CIH abilities • Proposed TCC Reps should attend quarterly induction programmes • Scheduled to feed back in depth17 th December 2018 agenda permitting
Estate Services • Option appraisals underway • Scoping of communal repairs and what they look like over the last 24 months • Focus group with staff • Results of the above to be fed back to December TCC
ANTI SOCIAL BEHAVIOUR • Policy reviewed and discussed with T & F Group • Service standards developed • Changes to tenancy agreement • Policies procedures back to the next T & F Group • Leaflet under development • Ready to bring recommendations to TCC
Forward Plan Report x TCC Leadership/Key Decision Procurement of major works October November Fire doors procurement October Adair and Hazelwood major works Repairs Policy November December Compensation Policy November December HRA Business Plan January January
Future Meetings Monday 17 December 2018 Monday 21 January 2019 Monday 25 February 2019
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