Best Value Housing Review Group - Minutes 26 May 2011

At a MEETING of the HOUSING BEST VALUE REVIEW GROUP held at Dundee on 26th May, 2011.

Present:-

Councillor Jimmy BLACK
Bailie Helen WRIGHT
Councillor Kevin KEENAN
Councillor Fraser MACPHERSON
Mr David DORWARD, Chief Executive
Ms Elaine ZWIRLEIN, Director of Housing
Mr David SIMPSON, Housing Department
Mr Greg COLGAN, Housing Department
Mr John WOLSTENCROFT, Housing Department
Mr Brian SHAW, Housing Department
Ms Veronica GRAY, Housing Department
Mr Ken LAING, Director of Contract Services
Mr Tony DOLAN, Dundee Contract Services
Mr Graeme LAWRENCE, Tenants' East
Mr Jim COCHRANE, DFTA
Ms Rena SMITH, DFTA
Ms Kirsty WELLS, Tenants' Information Service
Ms Mary SMITH, DFTA
Mr Tom KELBIE, GMB
Ms Kim SMITH, UNITE
Mr Rory MALONE, UNISON

Apologies for Absence:-

Bailie George REGAN
Bailie Rod WALLACE
Councillor Ken GUILD
Councillor Craig MELVILLE
Councillor Alan ROSS
Councillor Andy DAWSON
Mr Matthew LOCK, Shelter

David DORWARD, Chief Executive, in the Chair.

I WELCOME

The Chief Executive welcomed those present to the meeting.

II MINUTE OF MEETING OF 31ST MARCH, 2011

The above minute was submitted and approved.

III MATTERS ARISING

(a) STRATEGY FOR MANAGING LOW DEMAND HOUSING

On a reference to Article VII of the minute it was reported that emailing the 'Available Now' list to sheltered wardens had not proved practical due to rapid turnover; wardens were therefore checking the website on behalf of sheltered tenants seeking alternative accommodation. This was working successfully.

IV VOIDS MANAGEMENT/PERFORMANCE

Brian Shaw, East District Area Manager gave a presentation on Voids Performance.

Target figures of 65 days for non-low demand and 70 (revised to 78 from April, 2011) for low demand were reported and the Review Group noted that although these targets had not been achieved in 2010/2011, the current quarter showed a continuing positive trend. The total number of voids had fallen from 496 in August, 2010 to 336, with long term voids reduced to 17 from 86 in the same period. Improvement was attributable to implementation of the revised letting standard (ref Article V(b) of minute of meeting of 26th August 2010) with lower refusal rates and consequent reduced rents loss, due to improved quality of relet properties. Reference was also made to the recent Lean Service Review which had resulted in a Voids Action Plan, implementation of which would be overseen by a Voids Process Review Group.

Thereafter, officers answered questions from members of the group on the undernoted topics:-

● decoration standards
● tenant choice - decoration/vouchers
● new homeless contact system
● linked relet schedule
● two weeks termination period for deceased properties
● application details update process
● annual Housing Revenue budget/voids targets

The Best Value Review Group acknowledged the significant improvement in voids performance and noted that further progress was anticipated through development of the Action Plan.

V IMPROVEMENT PLAN UPDATE

There was submitted a report detailing progress on the implementation of the Improvement Plan up to the end of April, 2011.

The Director of Housing summarised the contents of the report and confirmed that 117 items were now complete. It was anticipated that all items with the exception of the Common Housing Register, would be finalised prior to the Housing Regulator's return visit on 31st October, 2011.

It was noted that a report on the results of the recent satisfaction survey would be circulated when available.

VI USING CUSTOMER FEEDBACK TO IMPROVE SERVICE DELIVERY

John Wolstencroft, Quality and Performance Manager, gave a presentation entitled "Using Customer Feedback to Improve Service Delivery" outlining issues raised by the Housing Regulator and detailing the department's response.

The Review Group noted enhanced tenant engagement activities including conferences, focus groups, tenant led inspections and walkabouts. Increased use of a wide range of communication methods, such as texting and email, to engage in dialogue with tenants was highlighted. The corporate complaints procedure was also outlined. Survey methods would continue to be reviewed and developed and enhanced feedback to tenants would be evidenced to the Regulator.

Concern was expressed that tenants in areas lacking RTO representation were excluded from the walkabout schedule but, on a reference to Article IV(i) of the minute of meeting of 18th November, 2010, Mary Smith confirmed that no individual tenants had responded to DFTA's invitation to participate.

VII AOCB

(i) ENVIRONMENT DEPARTMENT

It was agreed that a presentation on the new Environment Department be included on the agenda for the August meeting.

VIII DATE OF NEXT MEETING

Thursday, 25th August, 2011 at 2.30 p.m. in Committee Room 1, 14 City Square, Dundee

« Best Value Housing Review Group

This information is provided by the Housing Department

Good	Average	Poor

Rate This Page