Agenda item

The Cabinet Member for Housing presented the report which showed a significant improvement in the Housing Service which included reduced, outstanding and overdue repairs, better damp and mould response times, fewer void properties and shorter turnround periods, higher levels of decent homes and stock conditions survey coverage.

 

Housing Services Performance also showed progress with reduced housing register applications, lower register numbers following increased lettings and a seasonal fall in anti-social behaviour cases. 

 

Compliance remained strong across the key safety areas with near or 100% compliance in all areas.  The Cabinet Member for Housing referred the Committee to page 56 of the report which concerned voids.  Over the last 12 months she indicated that never a week passed without someone asking about void figures.   At March 2025 the number of void properties had stood at 103 by October 2025 the figure stood at 50, in less than six months the figure had halved.  The average time to repair temporary accommodation voids stood at eight days, three years ago the figure would have been unheard of and she praised the officers for the work that had been undertaken to get the figures to where they currently stood.  She reminded Members where figures had been when looking at the data, especially those which were still showing as red, and reminded the Committee that very optimistic targets had been set.

 

The Head of Housing Services then went through each slide highlighting various factors.

 

Repairs Call Handling

 

All areas were above target and continued to be with a positive performance above 90%.

 

Reactive Repairs – All Repairs

 

It was noted that although the figures were still red the improvement since March 2025 had been good and the Team had done sterling work.  The number of outstanding repairs had fallen from 4,075 in March to 2,660 in October which was a massive improvement.  The number of overdue repairs had also reduced from 2,276 in March to 1,249 in October which showed a continued improvement.  A question was asked as to what WIP stood for and it was confirmed that this was Work in Progress.  A question was asked in respect of the 10% and it was stated that this was in relation to 10% of the 4,075 total.

 

Reactive Repairs – In House

 

The total had again reduced from 2,807 in March to 1,700 in October.  The number of repairs overdue had reduced from 2681 in March to 914 in October which showed improving numbers.

 

 

Reactive Repairs – Sureserve

 

Overall it was a positive performance on heating repairs.  It was confirmed that Sureserve were the main contractor for heating.  Completion was shown as on time or near to targets with post inspections at 5% with a target of 10%.

 

Reactive Repairs – Other Contractors

 

The number of repairs had reduced, however the number of repairs overdue had increased.  Completion on time figures had remained below target and work was being done to mobilize the new contractors to increase capacity to complete more repairs on time and improve the service for residents.  A dedicated new Contracts Officer had started in November which would help with managing contractors.

 

Damp and Mould

 

Awaabs Law had come into effect in October 2025.  85% of inspections had been completed on time in October which was ahead of target.  The number of outstanding repairs had reduced from 875 in March to 270 in October.  The number of jobs completed on time was below target and this was an area that was being focused on through weekly meetings with the Damp and Mould Team and the Head of Service.  Where a difference in performance was highlighted, this was addressed with a focus in the particular area put in place.  It was stated that the Team were on track to meet the requirements in respect of Awaabs Law.

 

Voids

 

The Cabinet Member for Housing had already highlighted the amount of work that had been undertaken in respect of Voids which were currently showing all green across all areas.  Reference was made to the average void time which had been 79 days in March 2025 and now stood at 67 days in October.

 

Customer Satisfaction

 

Performance in this areas was ahead of targets with tenants happy with the work being undertaken and positive feedback was being received.

 

Planned Works

 

Direction of travel was positive and it was stated that planned works were on track to meet targets by the end of the year.  Again clarity was sought that the acronym used YTD stood for Year to Date which was confirmed. Reference was made to Warm Homes Decarbonisation Social Housing Fund and the Head of Housing was confident that these targets would be met by the end of year.

 

 

 

Asset Management

 

Performance was on track to reach the 100% target by the end of the year.  Once again clarity was sought in respect of the acronym used SAP which stood for Standard Assessment Procedure.

 

Stock Condition

 

It was stated that the percentage of properties surveyed would be up to date by the end of the year.  The Chief Executive stated that “push back” by tenants to enable access to properties by officers was partly responsible for the amber colours shown.  A question was raised in respect of access to properties to which the Head of Housing responded.

 

Allocations and Lettings Call Handling

 

The target had slipped slightly which had been due to staff shortages.

 

Housing Options

 

The number of people in temporary accommodation had fallen from 73 in September 2025 to 49 in October this was due to people moving on and people being offered permanent accommodation including new build Housing Association accommodation.  Nightly paid accommodation had also reduced.   The Head of Housing stated that there was an array of different reasons for people becoming homeless and it could be a combination of factors.

 

Allocations

 

In October 2025 there were 400 applications waiting assessment in October this had reduced to 289.  Additional staff provision had been provided to address the backlog in processing the applications which had been a focus for the Team.  A questions was asked in relation to staff to which the Head of Housing responded and stated that extra resources had been put in place to bring the figure down. 

 

The numbers on the housing register were shown and had been split into the individual banding as requested previously with the majority of people falling into Band 3.  The overall figures showed a positive position.

 

Tenancy Management

 

It was stated that it was hard to quantify the work and effort that Officers put into this particular service.  Anti-Social Behaviour had fallen which was expected in the winter months, RTB sales had slowed right down with none in September or October due to the change in discounts.  Work was done with tenants to try and keep them in their homes with eviction being a last resort.  Again the CPNw referred to a Community Protection Notice Warning, and NSP was a Notice Seeking Possession.  Due to the number of acronyms used it was suggested that a glossary be attached to the report going forward.

Compliance

 

The Head of Service (Health & Safety, Emergency Planning and Housing Compliance) stated that since the report had been written the lift compliance was now at 100%.  The Electrical Safety Certificates were still below target but were slowly increasing the total number of outstanding action stood at 16.

 

Fire Risk Assessments – Remedial Actions

 

Since the report had been published a further 181 actions had been closed and the total number of outstanding actions now stood at:

 

High – 0

Medium – 96

Low – 200

Advisory recommendations – 91

 

The Committee discussed the performance data which overall gave a positive direction of travel.  Comments were made in respect of staffing levels within various Teams, actions in respect of non-compliance for issues such as gas and the risks this posed.  It was suggested that a remedial action sheet be circulated to the Committee by email via the Chairman of the Committee.

 

ØAction

 

That the Chairman to circulate an email to Members of the Committee if/when notified of remedial actions taken in respect of compliance.

 

Further discussion followed in respect of repairs and access to properties, timeframes,  fire risks and whether there were themes, the longest void relet time and the outstanding work undertaken by the Housing Teams.