Agenda item

The Committee considered the report presented by the Business Manager – Housing Repairs & Empty Homes which sought provide the year end overview of performance across responsive repairs, including damp and mould and empty homes.  Included within the report was information in relation to areas of strength, improvement and underperformance together with actions taken to maintain assurance and service grip.

The report set out that the 2025/2026 financial year had been a period of significant transition for the responsive repairs and empty homes service.  It noted that the implementation of the new housing management system in May 2025 had introduced fundamental changes to workflows, data structures and reporting across repairs, empty homes and customer contact. 

In considering the report, Members welcomed the work the Business Manager had undertaken to-date to improve the service delivery within his team and the ongoing preparations and action plans for further improvements and legislative changes. 

Concern was expressed in relation to the average length of time it took to answer a call, suggesting that improvements to that would also likely have a beneficial effect on the results of Tenant Satisfaction Measures.  In acknowledging the comments, the Business Manager advised that he was looking to restructure his team internally and that the waiting time as reported had already been reduced by 2 minutes.  The Business Manager and Director advised that they would review the procedures in place with a view developing an Action Plan to make improvements. 

In relation to issues with damp and mould in properties, a Member queried whether these were reported by tenants or whether it had been found during inspections.  In response, the Director – Housing, Health & Wellbeing advised that action was taken once notification of an issue with damp and mould had been received.  She added that the Council were actively checking for any issues at a property when carrying out visits.  Members were advised that future reports would include a fuller explanation of the data reported to provide a better understanding of the ongoing works and issues within the business unit.

A Member referred to the aforementioned checking for issues at properties, querying whether there was sufficient resource to deal with any issues which may be found.  The Director advised that the checks were part of a Health & Safety Survey, complimented by a Stock Condition Survey, and that it was not a continuous programme of inspections.  She added that changes to the regulatory regime had impacted all landlords with ongoing increases in their responsibilities. 

In acknowledging the agenda item on Performance Framework, a Member commented that the proposed amendments to targets in relation to telephone call waiting times to report a repair and reletting properties appeared to be unambitious, suggesting that Cabinet be recommended to leave unchanged the existing targets.  In response, the Business Manager acknowledged the Member’s concerns and advised that the whole of his team continued to be focused on improving the service they provided.

AGREED     that:

a)           the year-end performance position for the service be noted;

b)          the progress achieved in the second half of the year, evidenced through validated Q3-Q4 performance data and improved tenant satisfaction outcomes be acknowledged; and

c)           the services forward readiness activities, including horizon scanning and preparations for emerging regulatory requirements such as future phases of Awaab’s Law and Decent Homes 2025 be noted.