Members received the attached presentation.

Deborah Upton informed the Panel that CHMP would shortly recruit to the Head of Housing permanent post. 

Omar Ali, Chair of the High Path Estate Residents Association, addressed the Panel to raise issues with repairs and maintenance in some of the properties on the High Path Estate and he submitted a written statement and photographic evidence of the issues being discussed.

Councillor Ross Garrod asked what work CHMP had done to anticipate the impact of the changes to benefits and welfare for some of its residents and what support they would be offering to those affected. Jane Bolton explained that CHMP have worked with the Housing Benefit Team at the council and have identified families likely to be affected by the benefits gap.  There are a number of vulnerable residents that will be referred to specialist advice agencies for people with financial difficulties. CHMP try to get people economically active and in some form of work to support them to be financially independent.

Councillor Ross Garrod asked if any funding was being made available by CHMP to expand employment and advice services available to residents.  Jane Bolton confirmed that there were no plans to do so at present as CHMP cope with demand which stands at 100 residents at present. This is not a significant enough number of residents to need to expand current provision. 

Deborah Upton explained that one of Circle priorities is to help people tackle the impact of welfare reform. Substantial funds were also put into the credit union by Circle but more funding would be made available if necessary.

Councillor John Sargeant asked how customer satisfaction levels were calculated as it was clear from the representation made by Omar Ali that some residents are unhappy with their service. He added that it would be useful to see case studies and examples of problematic situations and how they have been resolved.

Ray Evans (Savills) explained that he felt that the issue raised at this meeting by Omar Ali was appalling, but that it was not a case he was familiar with. He committed to address this issue as soon as possible and to meet with Omar Ali to address the problems noted in his submission to the Panel.

Ray Evans added that he was confident that improvements were being made and that Keepmoat were also improving. He added that surveyors were also on site to look at problems now. Ray Evans offered his apologies to Omar Ali and committed to personally looking into this case.

Councillor John Sargeant asked if CHMP would come to a future meeting and provide evidence on specific problems and how they have been addressed, as well as on how future issues might be mitigated to enable Members to see what the issue was, the process followed, and the outcome. Deborah Upton confirmed that this could be provided and suggested that the Panel might be in interested in the work of the Tenants Scrutiny Panel.

Councillor Janice Howard enquired about the target for responses to issues raised for repairs and maintenance.  Jane Bolton explained that targets are in place but that a number of factors affect response rates, for example, staff absence. Lessons are being learned about how to handle calls more efficiently and trends in contact and, of particular issues, are being identified and monitored.

Councillor Russell Makin asked how the gardening scheme was publicised. Jane Bolton explained that this information could be found on the website and in CHMP magazines.

Councillor David Dean expressed his concerns about the submission from Omar Ali and asked that councillors be kept up to date on such issues and on what remedial action was taken. He added that repairs appear to be an on going problem for CHMP and calls are not being answered or responded to promptly enough.

Councillor Andrew Judge added that the example given was, from his knowledge, far from an isolated case. Repairs are not being dealt with over a prolonged period of time. He added that the surveyors employed have not been carrying out thorough assessments and that repairs are not being adequately undertaken. Councillor Andrew Judge encouraged councillors to bring forward any cases raised by their constituents and ensure action is being taken.

Councillor Ross Garrod asked if the repairs service provided value for money to residents. Deborah Upton explained that the main reasons for this contractor being employed were the anticipated financial savings and expected improvements to the service. Residents were also consulted on the choice of contractor.

Councillor Ross Garrod noted that there were longstanding issues in Mitcham where roof repairs had not been fully carried out and scaffolding had been in place for some time.  Councillor Ross Garrod asked why customer satisfaction rates seemed to be the same as those provided to the Panel last year when there is now a full time director in place, based in Merton, and more surveyors have been employed. He asked why customer satisfaction figures have remained stable.   Deborah Upton explained that customer satisfaction tracks at 85% month on month. CHMP are planning to run focus groups with residents to understand their issues and why they are not happy.

Councillor Ross Garrod asked if satisfaction data was collected before or after repairs were carried out and if surveys were undertaken by an independent body. Jane Bolton explained that surveys were undertaken independently of the central call centre service and that data was provided to CHMP separately on customer satisfaction.

Councillor Imran Uddin added that statistics needed to reflect the depth of the problems being experienced.

RESOLVED:

·                           Panel requested that a response be provided to the High Path Estate Resident Association with regard to the case raised at the meeting.

·                           Panel requested quarterly performance data from CHMP on repairs and response times.

·                          Panel requested that CHMP attend their January 2015 meeting to comment on their response to the case raised at the meeting and to provide other case study examples of issues and how they have been resolved, to reassure Members that sufficient measures are in place to support residents.