Agenda item - Housing Management Performance Report

54.1              Ododo Dafe, Head of Income Involvement & Improvement, introduced the July to September council housing performance report. Performance overall had marginally lowered however the Housing team had the best performing customer service excluding Mears in the entire council.

54.2              Residents raised concern that there were many types of disputes that may not be truly represented in the customer complaints indicators and it did not mention the resolution figures. They asked why there was a lack of continuity in presenting leaseholder costs across the report whereby more detailed information was provided in some areas more than others.

54.3              Officers responded that they look in to including estimates when consultation begun. For certain works the council would foot the bill and for others the cost in some circumstances may not be divided equally across the flats.

54.4              In response to residents, officers stated that performance indicator data was collected from a variety of sources such as the Housing’s IT systems, service managers and government data such as the STAR survey results. Consultation occurred between the Tenants, councillors and officers between area housing panels and the Housing & New Homes Committee following the STAR survey.

54.5              The Chair stated that in future the Housing management Performance Report item should be towards the start of the meeting to ensure there was more time for residents to challenge the council’s accountability.

54.6              RESOLVED: That the panel agreed to note the report.