Agenda and draft minutes

Apologies for non attendance were received from Councillor Namdeo who was substituted by Councillor Philpott.

All members are required to disclose at this point in the meeting or as soon as possible thereafter, any disclosable pecuniary interest or personal interest in any item(s) being considered at this meeting.

There were none

RESOLVED: That the minutes of the meeting held on 15 January 2025 were signed as a true and correct record.

(NOTE: The Board is required to receive a deputation(s) on a matter which is before the meeting of the Board provided that notice of the intended deputation and its object shall have been received by the Borough Solicitor by 12 noon on Monday 9^th June. The total time for deputations in favour and against a proposal shall not exceed 10 minutes)

There were none

(NOTE: The Board is required to allow a total of 15 minutes for questions from Members of the public on matters within the terms of reference of the Board provided that notice of such Question(s) shall have been submitted to the Borough Solicitor by 12 noon on Monday 9^th June)

There were none

To update the Board of the outcome of the 2024 tenant perception survey.

Consideration was given to a report by the Head of Housing (Interim) updating the Board of the outcome of the 2024 tenant perception survey.

The Head of Housing introduced her report by explaining that it was a regulatory requirement for Social Housing landlords, the format for which is prescribed nationally.

The survey was in the field between July and December and captured 629 responses. This appears to be fewer than the previous year, but this was due to a miscalculation of the requirement in the previous year. Tenants were offered a variety of options for completing the survey, and QR codes were used as well as paper copies. Most of the responses came through electronically, bucking the trend.

The survey results showed as overall satisfaction score of 85% an increase of 2% on the previous year. Further analysis of the results will now take place and will inform future actions. Officers will commence estate walkabouts and will engage in further discussions with tenants regarding the cleaning of the communal areas.

The repair guidance leaflet is being reviewed and updated and a video produced to offer education and empowerment to tenants on issues such as damp & mould. Some services previously down to the tenant (such as tap repairs) will now be the Councils responsibility.

Members were advised that a further update and action plan will be provided to the Board following the submission of data to the Regulator of Social Housing at the end of June.

In answer to a Member’s question, the Head of Housing advised the Board that tenants expectations can be heightened by media coverage of issues, and those expectations have to be managed. Complaints were sometimes made by tenants expecting a much higher level of service than can be provided. Awareness of the Ombudsman facility has increased. Communication is key to this and this is an area that the housing team will continue to improve, by providing opportunities to engage with residents.

Members recognised that construction and material costs were increasing above and beyond inflation and despite a further £1.5 million being allocated for repairs, aging stock and increasing costs means there is still pressure on the budget.

In answer to a question from the Chairman, the Head of Housing explained that nationally we sat in the median quartile, except for complaint response where we sat in the highest quartile.

Members were advised that when the estate walkabouts start they could suggest areas to officers that they feel need attention, and Councillors may want to join the officers in their wards.

The Head of Housing advised that looking at patterns within the data to identify geographical areas with high complaints or dissatisfaction could help focus the interaction and communication.

In answer to a Member’s question, the Head of Housing advised that vulnerable tenants may receive support from other services who could help in navigating the repairs system.

Membersawere advised that Keir have provided input for the new leaflet and attend residents opinion  ...  view the full minutes text for item 6.