Agenda item

The attached report presents draft policies covering Repairs and Planned Maintenance and Condensation, Mould and Damp presented to Secure Sub-Committee that lays out our service offer to residents

The Sub-committee received a report on the proposals for the Repairs and Planned Maintenance Policy and the Condensation, Mould and Damp Policy.

The committee were advised that the Social Housing (Regulation) Act 2023 received Royal Assent in July 2023 and aims to improve the regulation of social housing, with the key objectives of the Act being:

·       Enhanced Regulation – it grants the Regulator of Social Housing increased powers to take proactive action against social landlords, even before tenants are at risk

·       Tenant Protection – the Act introduces new consumer standards for social housing and mandates regular inspections to ensure landlords meet these standards

·       Health and Safety – it includes provisions to address serious health hazards in social housing such as damp and mould, inspired by the tragic cases of Grenfell Tower and Awaab Ishak

·       Accountability – Social landlords are required to prepare and implement performance improvements plans if they fail to meet regulatory standards

Overall the Act is designed to ensure better quality and safer homes for residents, giving tenants greater powers and access to quick and fair solutions to problems.  In April 2024, the Regulator of Social Housing (RSH) introduced an inspection programme for social housing landlords, they also carried out multiple consultation exercises over recent months to gather views to help shape and inform the social housing sector going forward.  This includes the strengthening of legislative and regulatory requirements.

Officers advised the sub-Committee that in order to support the Authority within the new regulatory regime and help set out service offer, a draft Repairs and Planned Maintenance Policy and a draft Condensation, Mould and Damp Policy have been developed and will be taken to Cabinet in November 2024.

The Repairs and Planned Maintenance Policy brings together the service approach to responsive repairs and planned maintenance into one document and sets out the legislative requirements the service must meet.  It covers the responsive repairs service, cyclical works, housing investment, leasehold repairs, definitions and the responsibilities of the landlord and tenant.

The Condensation Mould and Damp Policy has been created following the publication of Housing Ombudsman (HO) Spotlight reports on damp and mould.  The HO reports include recommendations that social housing landlords are expected to follow in their service approach and response to condensation, damp and mould.

The draft policy set out the aims, approach and response of the service, condensation, mould and damp definitions and the responsibilities of the landlord, tenant and leaseholder.

Both draft policies have been reviewed by tenants and revised to include comments received from them, engagement included written feedback and face-to-face meetings.

The Sub-committee were advised that 22 Tenant Satisfaction Measures (TSM’s) have been introduced, 12 measures are based on tenant perception and are gathered through the annual survey.  The other 10 are performance or compliance focused measures.

Some of the changes which have been implemented are as follows:

·       Video diagnosis has been introduced

·       Literature has been reviewed and updated (for example the advice leaflets and the website)

·       A dedicated resource has been added to the team (both surveyors and trades)

·       Training has been developed and delivered across the teams

·       Joint working is taking place with Energy and Healthy Homes Officers

·       An internal audit has been completed

It was queried whether, when officers are in the process of undertaking the stock condition survey and it is found that a repair is needed what process is undertaken.  It was noted that it may well be that something is found that falls into the responsive repairs element it is dealt with via that process.  If a report is made we have surveyors who can go out, we also have an option to start a video call.  It was also noted that we have damp experts sitting next to call handlers.

It was queried about the response to gas repairs and whether this was 24 hours.  It was noted that during the summer months we have three days.  It was noted that very few people are left over a weekend without heating or hot water.  It was also noted that during the weekend there is an increase to the number of operatives on call. 

It was queried with regards to the prevention of mould and moisture whether it was likely that there would be an increase due to the increase in cost of living, is it expected that it be busier.

It was noted that the cost of living will be impacting on tenants and private home owners.  It was noted that the internal team has already been increased.

The sub-committee thought the leaflet with information on prevention of damp and mould and reporting details was really good and wanted to make sure it was circulated widely.  It was noted that this is available on the website and if the tenancy management team have them.  It was noted that this could be shared with councillors.  It was suggested that officers could look at doing a members comms session or briefing.

It was queried whether tenants would be charged if, for example, they had been given advice and remedial work had been done and they were continuing with the same ways of heating/drying clothes.  It was noted that we have never charged anyone we are just trying to encourage people to ventilate their properties.  It was also noted that our approach is very much proportionate to the situation.

It was queried with regards to the repairs policy and the target time of 45 days whether we think we are going to be able to clear any backlogs.  It was noted that 94% of jobs are getting completed and it is never the case that we deliberately leave anything for 45 days.  It was noted that currently there are no significant backlog of repairs.

The sub-committee Resolved to 1) note the information set out in the report regarding the policies; and 2) have their comments in relation to the two policies noted.