Agenda item - Emergency accommodation inspection and satisfaction reports

Report of Executive Director Neighbourhoods, Communities and Housing (copy attached).

1)       That the performance outcomes and trends be noted.

73.1    The Committee considered a report of the Executive Director, Neighbourhoods, Communities & Housing which reminded members that in September 2016 it had been agreed that the outcome of inspections of emergency accommodation and customer satisfaction surveys be reported to committee twice a year. The outcomes were set out in the report. The report was presented by the Head of Temporary Accommodation and Allocations, accompanied by the Housing Options Managers (Homelessness). 

73.2    Councillor Bell asked why problems had not been discovered before and whether any of these matters had been reported to the council in the past. He asked who was responsible for carrying out the inspections and how did tenants report any issues or problems.

73.3    The Head of Temporary Accommodation and Allocations stated that officers had been aware of the problems.  Officers had always carried out inspections and dealt with problems as they appeared. Officers had recently been asked to provide details of the inspections, and as a result had collated some of that information for councillors, to show the results of inspections that were being carried out on a regular basis.  Inspections were carried out by officers in her team and the residents placed in temporary accommodation were informed how they could report repairs.  In the first instance they could report direct to the provider.  If there were issues that were not resolved they could report problems to the council’s Emergency Accommodation Team.

73.4    Councillor Mears referred to page 62, paragraph 3.6 which listed works currently being undertaken by providers as a result of feedback from officers following inspections.  Councillor Mears stressed that it was clear there was a need for regular inspections. Councillor Mears referred to paragraph 3.7 in relation to feedback forms. She emphasised the importance of receiving back completed feedback forms. She was not keen on a proprietor receiving feedback forms. People who used the accommodation needed to feel that they could report problems safely.    

73.5    Councillor Druitt referred to Appendix 2 on page 68, in relation to Windsor Court where feedback had been collected differently to other properties. He stressed that it was important to have similar methods of collection.  Councillor Druitt raised a general concern regard conflicts of interest. He stressed that the council had an interest in having a good report. He considered it would be better to have a third party with no interest carrying out inspections to ensure independence.

73.6    The Executive Director Neighbourhoods, Communities & Housing replied that it was in the council’s interest that accommodation for the homeless was of the highest quality and that people were not leaving and asking the council for alternative accommodation which had a cost.    

73.7    Councillor Druitt replied that he had a greater concern about the providers’ conflict of interest. However, he considered that the council also had a conflict of interest as it looked better to have a good report.  

73.8    The Executive Director stated that she would consult with Ethrag about this matter. There would be a significant cost to any independent review.  If requested she would come back with costs.  There was no funding at the moment. 

73.9    The Head of Temporary Accommodation and Allocations stated that third party inspections would cause difficulties. Inspections formed part of the responsibility of council contract managers.  A third party would add to duplication and to costs.  Discussing this matter with Ethrag at the Accommodation Board would help to resolve this situation. 

73.10  Councillor Atkinson thanked officers for the report. He referred to the final sentence on page 68 which spoke about the difficulty in collecting consistent feedback.  There were many ways of receiving feedback such as online or on postcards. Councillor Atkinson referred to the feedback on page 67 (appendix 2).  He noted that the comments about staff were generally positive.  

73.11  Councillor Gibson considered that it was positive that the council were engaging with feedback. If more could be done to make inspections independent it would be a positive move. Councillor Gibson was heartened by paragraph 3.6 which listed works being carried out by providers. Councillor Gibson agreed with concerns that had been expressed about providers completing surveys.  Residents might feel that they should not report anything bad. It was hard for people to give negative feedback.

73.12  Councillor Gibson referred to issues relating to Baytree Court and noted that some inspections happened a long time ago.  He asked if there had been more recent inspections.  Wellington Road had 0% recorded issues raised.  It did not state how many inspections had been carried out.  Norfolk Terrace, Appendix 1 stated that inspections that raised issues was 33%. That should read 3 out of 9 not 5 out of 9.  

73.13  The Housing Options Manager explained that there had been further inspections since those recorded in the report. Many of the issues raised had been addressed.  6 weekly inspections had been a success.  The figures under Wellington Road had been a typographical error.

73.14  The Head of Temporary Accommodation and Allocations informed the Committee that there would be a written response to the question about Baytree Court as explained at the beginning of the meeting.  

73.15  Councillor Lewry noted that 12 flats had been inspected in Richmond Place. He asked how many flats there were in total. It was explained that there were two separate blocks with two different inspections. The blocks were solely for people in temporary accommodation.

73.16  Councillor Moonan referred to the issue regarding the council possibly having a vested interest.  She stressed that it was more damaging to the council’s reputation if there were people in temporary accommodation who were not satisfied, were becoming ill and were losing their accommodation and becoming homeless. That was more costly as they would need to be supported to be moved and they may end up sleeping on the streets. The council wanted to get the best feedback and ensure that the inspection regime was robust and transparent. Councillor Moonan agreed that it was difficult for a resident to fill in a form.  She had had a number of conversations with colleagues and Ethrag about how to make that process better and work through the Temporary Accommodation Board to get a number of different processes in place.  The Temporary Accommodation Board would be set up as soon as possible and would be the appropriate forum to discuss these issues. It would be a positive development for residents.  

73.17  The Chair welcomed the report and thanked the tenants of the council’s temporary accommodation providers for asking the council to bring this matter forward. 

73.18  RESOLVED:-

1)       That the performance outcomes and trends be noted.