The Head of Environment introduced the report to the Committee informing them following a number of queries raised regarding the progress with the Housing Repairs Service, the previous portfolio holder for Housing, suggested a cross party member working group.

He continued to notify Members the ultimate aim of the working group was to make recommendations that would further improve tenant satisfaction. Members were further informed the working group made a number of recommendations, which included:

·         Review of tenants rating the service as “fair” in satisfaction surveys and not just poor or terrible;

·         Implementation of quality pledge ID Cards for Mears operatives that provide the name, photo and Trade that each operative is qualified in and;

·         Undertaking the customer surveys, and to present feedback to Housing Overview and Scrutiny annually.

The Head of Environment advised Committee Members that following winter 2015/2016 there was a high level of discontent with the Gas Breakdown and Repairs service that Mears were providing tenants. Thurrock worked with Liberty Gas to transfer the repairs and maintenance function over to them. Since Liberty Gas were completing boiler servicing on behalf of the Council and they were able to offer a “3 Star Service”, to include repairs and maintenance on a price per property basis.

Officers discussed the issue of damp and mould and advised the Committee that following customer satisfaction surveys only 44.7% of respondents rated the service as Good or Excellent and that  only 33% of residents said that the work undertaken fully resolved the issue.  During the discussion it was mentioned that to tackle the issue of damp and mould was not only a case of repairing but also a change in lifestyles.

Members commented that Repairs Satisfaction was reported to have 86.4% of tenant last year rating the service as good or excellent.  Officers confirmed that in June following a satisfaction survey 86% of Thurrock residents rated the service good or excellent.  The Committee were informed there was new leadership at Mears, which Officers were confident, would assist in approving the service offered to residents in relation to communication. Members were further informed that previously 29% of residents had rated the service with poor communication.

The Committee discussed the use of dry masters within Council properties to help residents living with damp and mould. During the discussion Officers commented that with limited resources it was more a situation of educating tenants on things they could do to help with tackling damp and mould within their homes.

RESOLVED

1.         That Housing Overview and Scrutiny are asked to note the recommendations made by the working group and note progress made in terms of implementation.

·         Implementation of quality pledge ID Cards for Mears operatives that provide the name, photo and Trade that each operative is qualified in.

·         Inviting the company undertaking the customer surveys, KWest, to present feedback to Housing Overview and Scrutiny annually.

·         Consider providing new tenants with photographs of void properties before the work was completed so there is an understanding of the work that has to be undertaken.

·         Review of tenants rating the service as “fair” in satisfaction surveys and not just poor or terrible.

·         Providing information / communication or training on the repairs process for Councillors to ensure they know where to direct tenants to for general enquiries / concerns

·         Add an additional question to customer surveys to see if tenants are happy with the way there call was handled by the contact center

2.         That Housing Overview and Scrutiny are also asked to note the update on the changes made to the Responsive Repairs Contract and to ask for an update regarding the Damp and Mould working group to come back later in the year.