Agenda and minutes

To confirm the minutes of the meeting held on 23rd March 2022.

The minutes of the meeting of the Board held on 23^rd March 2022 were confirmed as an accurate record.

Matters arising from the minutes:

(i) The date on Exempt Minute 49E read 23^rd March 2021, it should have read 23^rd March 2022.

Councillor Seaton joined the meeting during the consideration of this item.

All members will make a declaration at each meeting if they have an interest in any item of business on the agenda which would affect them more than tenants or residents of the ward(s) affected generally.

No declarations of interest were made.

A presentation of the Head of Landlord Services.

The Head of Landlord Services gave a presentation on the Anti-Social Behaviour (ASB) Review. (Item 4 on the agenda).

The Board were informed that:

(i)            There were three workstreams involved: The Community Safety Partnership (CSP), Reporting and Recording and Case Management.

(ii)          The CSP was a result of the Crime and Disorder Act (1998) which involved a statutory obligation to form a CSP in order to manage and reduce crime and ASB.  The vast majority of the CSP was coordinated by the Local Authority, but with input from the Police.  There was a focus to bring awareness of the other statutory partners and their role.  Key areas of progress within the CSP included having a ‘Hot Topic’ item on the agenda from the Police and a workshop on communication so that partners knew their responsibilities.

(iii)         Reporting and Recording focussed on how customers could report and how it was recorded.

a.    There was a web-based ASB toolkit that was consulted on with tenants in an editorial group looking at the content.  Everything was in one place with key headings.

b.    There was an online reporting form for customers.

c.    There was a need to manage the volume of case numbers and as such residents were encouraged to talk to those they had grievance with in the first instance to try and resolve ASB issues and as such reduce reporting, however, the web page also encouraged residents to report criminal behaviour to the Police or to Crimestoppers.

d.    The web page gave information on environmental health.

e.    The aim was to both provide information and manage demand.

f.     Whilst online reporting was sought to be enhanced due to pressure on the contact centre, it was recognised that some people did not have access to the internet, and as such, existing mechanisms for reporting would remain in place.

g.    Residents reporting could remain anonymous, however, if they remained anonymous, there were likely limits on the action that could be taken as no details would be left.

h.    The reporting mechanism took users through a series of questions.  Once the form was completed a risk assessment was made.  If the case risk was found to be low, the user would be sent information on the issue.  If the risk was medium or high, or if the system identified reporting on a regular basis on a repeat issue (making the case medium or high risk), then the complaint went to the next stage.

(iv)         Regarding Case Management:

a.    Officers were charged with assessing risk on a regular basis.  The current tool for this was a ‘risk matrix’, however, the effectiveness of this was based on the skill and experience of the officer using it and there was limited guidance on its use.  Therefore a new system had been developed based on a questionnaire that focussed on victim vulnerability or if the issue was persistent or hate based etc.  This helped the officer make the right assessment.

b.    There were mandatory actions in the  ...  view the full minutes text for item 3.

A verbal update of the Head of Strategic and Private Sector Housing.

The Head of Strategic and Private Sector Housing gave a verbal update on the Sheltered Housing Review. (Item 5 on the agenda).

The Board were informed that the Head of Strategic and Private Sector Housing would be leaving her post in July and as such work to be completed before she left had to be prioritised.  The Options for the Thurmaston site have been received from the Architects and valuations completed, however there had not been time to arrange a Sheltered Housing Review Project Board, therefore this will be handed over to the Head of Landlord Services..  The Head of Landlord Services following a Sheltered Housing Review Project Board would bring an update to the Board

The Housing a Housing Strategy and Support Officer Managers post had been filled and the new officer would start on the 5th September 2022.  The Housing Policy and Projects Officer was still being recruited to.

The Chair thanked the Head of Strategic and Private Sector Housing for her explanation.

A presentation of the Head of Strategic and Private Sector Housing.

The Head of Strategic and Private Sector Housing and the Housing Needs Manager gave a presentation on the work of the Strategic and Private Sector Housing Service and an overview of the Council’s Allocation Policy and Choice Based Lettings Process. (Item 6 on the agenda). The Housing Needs Manager assisted with the discussion of this item.

The Board were informed that:

(i)            The Strategic and Private Sector Housing service structure included: Housing Needs, which encompassed Housing Options, Housing Allocations and CBC Lettings. 

Private Sector Housing, which encompassed Lightbulb, Housing Standards and Private Sector Licensing Schemes. 

Housing Strategy and Support, which encompassed Housing Strategy and Enabling and Housing Systems and Administration. 

Resettlement Services, which coordinated resettlement services across Leicestershire and Rutland.

(iii)         Strategies and Policies included:

Housing Strategy, Homelessness and Rough Sleeping Reduction Strategy, Empty Homes Strategy, Tenancy Strategy, Housing Allocations Policy, Housing Acquisitions Policy, Rural Housing Guide, Private Sector Housing Enforcement Policy, Private Sector Housing Grants Policy.

(iv)         The three main parts of the Housing Needs service were:

Housing Options, which included the provision of advice and assistance to households who were homeless or at risk of homelessness 

Housing Allocations, which included the administration of the council’s Housing Register and Choice Based Lettings scheme and allocation of council and registered provider properties

CBC Lettings, which included advice and assistance on accessing private rental accommodation.

(v)          All housing authorities were required to have a policy that outlines how they will assess applications and allocate properties.  The council’s Housing Allocations Policy outlines who is eligible for the Housing Register, who qualifies for the Housing Register, and the priority that is assigned to applicants on the Housing Register. 

(vi)         The eligibility criteria was determined by legislation. Most British Citizens who were resident in the UK are eligible for the Housing Register. 

Applicants did not qualify if:

a.    They did not have a local connection to Charnwood.

b.    They were a homeowner or had a high income or high level of savings.

c.    They had a history of unacceptable behaviour that made them unsuitable to be a tenant (for example serious and persistent rent arrears or anti-social behaviour).

d.    They were under the age of 18 years.

e.    They did not have a confirmed housing need.

(vii)        People who had a history of rent arrears may be accepted onto the Housing Register, if they had repaid / adhered to a repayment plan for their arrears.

(viii)       Applications on the Housing Register were prioritised according to level of housing need:

a.    Band 3 – applicants who had a housing need.

b.    Band 2 – applicants who had a high level of housing need.

c.    Band 1 – applicants who had an emergency level of housing need.

(ix)         The council operated a Choice Based Lettings system under which available council and registered provider properties were advertised, and applicants could express an interest in these properties by placing “bids”. Applicants could only bid for the types of properties for which they were eligible (for example  ...  view the full minutes text for item 5.

A report of the Head of Landlord Services.

The Head of Landlord Services submitted a report presenting the Board with a draft procedure in respect of damp and mould issues at Council homes. (Item 7 on the agenda).

The Repairs and Investment Manager attended the meeting remotely to assist with the discussion of this item.

The Board were informed that:

(i)            The report was on a draft procedure in respect of damp and mould issues. 

(ii)          The Council had a contractor that specialised in damp and mould issues.

(iii)         The Procedure in Appendix 1 to the report contained a summary setting out the procedure for responsibilities of the staff and timescales for addressing issues and how do diagnose and solve the issues.

(iv)         When residents called with damp and/or mould issues a view of repair history was taken. 

(v)          From the time a customer contacted a council, a target was set to look at the property within five days.  The repairs team would ask about the property to help make a diagnosis and information from the customer would be sought over the cause.

(vi)         An advice leaflet was produced on how to stop condensation.

(vii)        If it was determined the issue was potentially caused by the customer, advice was given on prevention.

(viii)       If the issue was potentially caused by problems other than the customer, an independent specialist contractor was engaged.  They would report on the issue and make recommendations for remedial work and a time frame was given for the contractor.  A written report was shared with the customer.

(ix)         It was hoped that the procedure would help with the workflow.

Councillor Capleton commented that it was a good idea to engage customers over the phone to help diagnose because sometimes the cause was obvious (eg. the need for ventilation).

RESOLVED

1.    That the report be noted.

2.    That the procedure be endorsed.

Reason

1&2. To acknowledge the Board’s consideration of the matter.

A report of the Head of Landlord Services.

The Head of Landlord Services submitted a report for the Board to consider performance at the end of quarter 4, 2021-2022, January to March 2022. (Item 8 on the agenda).

The Landlord Services Manager attended the meeting to assist with the discussion of this item.

The Board were informed that:

(i)            Most of the performance indicators had their targets met or exceeded.  Notably landlord rent arrears and repairs targets.

(ii)          Information on universal credit was provided in Appendix 1 to the report.  Universal credit had been embedded in the way rent was paid for people on benefits.  During the Covid-19 pandemic government restrictions the Department for Work and Pensions (DWP) suspended the implementation of its ‘managed migration’ programme for the rest of the people on legacy benefits to universal credit.  This programme had now been restored.  Because of this pending increase in the number of tenants receiving universal credit it was proposed to retain the information on universal credit in the performance report in order to record the effect of the managed migration on rent arrears.

In response to questions from the Board it was explained that:

(i)            There were between 1,000 and 1,500 people that would be affected in the move from housing benefit to universal credit.  People over retirement age would not be affected.

(ii)          The number of tenancy visits completed on target was returning to pre-pandemic levels.

(iii)         There had been a change in contractors for priority repairs, form P H Jones to Shaw.

(iv)         In certain circumstances there was a mechanism for benefits to be paid directly to the Council for rent.  However, there was no automatic entitlement.  The option was considered where vulnerabilities existed or where there were rent arrears totalling eight months’ or more, although this would be a temporary arrangement and subject to periodic review and could be withdrawn at any time.  It was added by the Cabinet Lead Member for Public Housing that the idea of universal credit was to get people back into a mindset of being in work and budgeting.

(v)          There was an element of some dept being due to the timing of universal credit payments not syncing with the dates that rent was due, however it was recognised that some debts were pre-existing.

(vi)         A stock-condition survey was being mobilised to provide a better picture of the percentage of non-decent homes, however, there were technical issues that needed to be resolved first.

(vii)       Monitoring for Legionnaires disease was conducted in sheltered accommodation where there were shared tanks.

(viii)       Complaints responded to within timescales had dropped in part due to volume and capacity to respond, which was in turn in part due to staff absence, however, this was also part of a national trend.  It was also noted that very few complaints progressed to the final stages as they were dealt with at stage zero, meaning they would not figure in the statistics.

AGREED that the report be noted.

Reason

To acknowledge the Board’s consideration of the matter.

In accordance with the Board’s decision members of the Board were asked in advance of this agenda being published whether they had any questions on matters within the remint of the Board that they wished to ask, for response at this meeting.

On this occasion Board Member Mr Mason asked the following:

With the benefit of hindsight, does the council feel it could have handled the problems of the Covid-19 pandemic any better or more sympathetically than they did, especially with regards to the more elderly residents in the sheltered accommodation?

Councillor Draycott asked the following:

Could a list of the number of disabled adaptations outstanding be provided?

A breakdown of what adaptations requested and dates of request?

What is the process for any tenant to request an adaptation?

What is the expectation of new contractor working through the backlog as well as dealing with current requests?

In accordance with the Board’s decision at its meeting on 22nd March 2017 (HMAB Minute 24.1), members of the Board had been asked in advance of the agenda being published whether they had any questions on matters within the remint of the Board that they wished to ask, for response at this meeting.

On this occasion Board Member Mr Mason asked the following:

With the benefit of hindsight, did the council feel it could have handled the problems of the Covid-19 pandemic any better or more sympathetically than they did, especially with regards to the more elderly residents in the sheltered accommodation?

The response to the question was as follows:

It was recognised that for the most vulnerable tenants living in sheltered accommodation, the national legal restrictions and guidance were particularly difficult.  When the pandemic hit over two years ago, the Council targeted resources at the most vulnerable tenants, calling every single resident in sheltered accommodation on a regular basis to check they were OK and to refer them on for support where it was needed.  The Council also called every tenant over the age of 70 or identified as vulnerable in our general needs stock, and wrote to every tenant setting out where people could get help.  In total the Council undertook 22,101 calls for the period 13 April 20 to 21 August 20 and referred 119 people for support from Community Action Charnwood.

Services in sheltered accommodation were prioritised - the Council, like other employers delivering critical services experienced fluctuations in staffing resources.  External contracted support was brought in to support the delivery of legionella flushing, deliver an enhanced cleaning regime, and the Council put a backup contract in place to deliver the lifeline service in the event of staff unavailability.

There were some instances where tenants wished to hold social events which would have brought about a risk of breach of government legislation and open lounges against government guidance, and whilst the Council could understand residents desire to socialise, the Council had to say no.  The Council did however, look to mark key events in other ways; for Victory in Europe Day the Council provided each court with either a memorial bench or a plaque, and at Christmas the Council organised a postal quiz, the Council asked residents to send in photos of their Christmas jumpers and decorated flats in an attempt to share some Christmas spirit at a time when people couldn’t get together.

There were cases of Covid-19 in Council sheltered accommodation, however there was no onward transmission that the Council were aware of.  The Council complied with the national legislation, and government guidance in place at the time, and targeted resources at the most vulnerable tenants.  On that basis the Head of Landlord Services stated that he would not substantively change the response.

Councillor Draycott asked the following:

Could a list of the number of disabled adaptations outstanding be provided?

A breakdown of what adaptations requested and dates of request?

What is the process  ...  view the full minutes text for item 8.

A report of the Head of Landlord Services to enable the Board to review and agree its Work Programme, together with meeting dates for 2022/23.

For information further meetings of the Board are scheduled as follows in 2022/23:

6^th July 2022

7^th September 2022

9^th November 2022

11^th January 2023

22^nd March 2023

26^th April 2023

The Board received a report of the Head of Landlord Services to enable the Board to agree its Work Programme (item 10 on the agenda).

Members of the Board could identify matters that they considered required looking at over the next few meetings of the Board, including any already listed on the Work Programme but not yet scheduled. Officers present could provide advice as to whether items might be appropriately considered at the time proposed.

An error was noted on the Work Programme.  It referred to the previous meeting as being 11^th May 2022.  This meeting had been cancelled and as such the previous meeting was 23rd March 2022.

It was further noted that the HRA Outturn for 2021/22 needed to be considered by the Board.

Summary of discussion:

(i)            It was suggested that Budget Setting and Priorities for Next Year be moved to November as more information would be available by then.

(ii)          The HRA Outturn would be added to the Work Programme for November.

(iii)         The tenancy agreement had recently been comprehensively overhauled and agreed an so it was hoped that no major changes would be needed in the near future.  Every new tenant had a copy of the agreement and it was also available online.

(iv)         The Repair Guide would take a lot of work and as such it was provisionally scheduled for March 2023.

(v)          The Garages Review would need to be taken forward once there was someone in place to conduct it.

RESOLVED

1.    that the HRA Outturn and Budget Setting and Priorities for Next Year be added to the Board’s Work Programme for 9^th November 2022.

2.    that the Repair Guide be provisionally added to the Board’s Work Programme for 22nd March 2023.

3.    that the Board’s Work Programme be updated to reflect all decisions made above and earlier in the meeting.

Reasons

1&2. So that they can be considered by the Board.

3. To ensure that the information in the Work Programme is up to date.

The Repairs and Investment Manager left the meeting during the consideration of this item.

It is recommended that members of the public be excluded from the meeting during the consideration of the following item on the grounds that it will involve the likely disclosure of exempt information as defined in Paragraph 3 of Part 1 of Schedule 12A to the Local Government Act 1972 and it is considered that the public interest in maintaining the exemption outweighs the public interest in disclosing the information.

It was resolved that members of the public be excluded from the meeting during the consideration of the item on the grounds that it involved the likely disclosure of exempt information as defined in Paragraph 3 of Part 1 of Schedule 12A to the Local Government Act 1972, and the public interest in maintaining the exemption outweighed the public interest in disclosing the information.

At this point in the meeting the recording was stopped.

An exempt report of the Head of Landlord Services circulated to members of the board. To Follow.

An exempt report of the Head of Landlord Services was considered. (Exempt item 12 on the agenda). A summary of the Board’s discussion on this matter is provided in the exempt minute (Housing Management Advisory Board 11E. 2021/22).