Agenda and draft minutes

Members noted Councillor Lynch as the new Chair of the Task Group. 

Decision: That the minutes of the Overview and Scrutiny Task Group - Quality of housing provided by social landlords held on 20 March 2018 be approved as a correct record.

Members are reminded of their responsibility to declare any pecuniary interest in respect of matters contained in this agenda.

If you have a pecuniary interest you must withdraw from the meeting. Normally you should leave the room before the business starts to be discussed. You do, however, have the same right to speak as a member of the public and may remain in the room to enable you to exercise that right and then leave immediately. In either case you must not seek to improperly influence a decision on the matter.

Councillors Matthew Lynch and Steve Murfitt declared a non-pecuniary interest in all items on the agenda.

Members of the Task Group identified Places for People as one of the Registered Providers they wished to speak with during the inquiry.

The suggested topic areas for discussion are enclosed for consideration.  

The Chair welcomed Jane Hurley, Operations Manager - West, Places for People (PfP) to the meeting and asked attendees to introduce themselves. 

Jane advised that PfP is a diverse mix of companies.  She works for the Property Management Company, within the Homes section and Place team.  Other aspects of the team include lettings and marketing, income recovery, scheme for over 55’s and the enforcement team.  There are three regions and West covers Chorley.  

PfP aims to deliver services according to signed agreements with customers.   Neighbourhood inspections are undertaken about every 6 week based on a risk assessment.  The inspection looks at all aspects and will plan for any actions required. 

Property conditions should be in line with tenancy agreements.  Where there are communal areas PfP will do inspections.  The repairs and landscape team are monitored by the Place team. 

The vision for PfP is to deliver affordable homes and value for money services.  The Place vision is “to create sustainable places where people want to live”.  The Place business plan aims to deliver efficient, value for money and sustainable services and work with customers to improve services. 

As a housing provider PfP keep abreast of Government changes and national priorities regarding affordable housing.  

Customer Service

Councillors queried how PfP processes match against other providers?  There is a customer service centre to receive an initial point of contact by phone.  There is also an online portal for existing customers.  There has been feedback relating to delays to be answered at the contact centre, but this depends on the time of the call.  There is a dedicated complaints team and policy, for example, a repair or antisocial behaviour.  If a complaint needs to be escalated it will be - there is a dedicated place manager for Chorley.  Members requested a copy of the complaints procedure.

Housing is referred to as affordable, rather than social.  PfP maintain a sustainable lettings policy. 

Councillors asked for information about the percentage of complaints.  A lot of complaints relate to repairs, but this can be down to the expectation of the customer.  Some relate to cases of antisocial behaviour.  There is an expression of dissatisfaction, which is the stage before a complaint.  Feedback is part of the review process for staff, for example, staff attitude, training, lessons learnt and these are shared through the company. 

PfP no longer have customers on stage 2 of the complaints procedure - now there is a senior manager from another area.  This was a business decision and the new process is quicker, only 20 days.  Members requested the percentage of complaints upheld, including customers on stage 2 complaints and satisfaction levels. 

Property maintenance and standards

Members queried the overall condition of properties, standards of repair and how PfP engage regarding customer satisfaction.  The team carries out repairs and team meet on a regular basis to address local issues.  If a customer is not happy complaints are referred to Jane at a quarterly meeting. 

PfP review satisfaction and gaps in  ...  view the full minutes text for item 18.12