Issue - meetings

[To review and comment on the quarterly performance monitoring report]

Lesley Roberts, Strategic Director, City Housing presented the report on the performance of Wolverhampton Homes (WH) and the Tenant Management Organisations (TMOs) in managing and maintaining Council owned properties during quarter one of the 2017-2018 financial year.

In response to the request made at the last meeting, the Strategic Director reported on the actions put in place to monitor and improve performance of Dovecotes TMO Board in relation to rent arrears.  Performance had improved during the quarter and Council employees would continue to work with the TMO on its performance.  The Strategic Director also informed the Panel that the Council had made sure that TMOs are clear about their responsibilities, in terms of fire safety, for the properties they manage on behalf of the Council.  The Housing Service had also held sessions with the TMOs to review their policies and plans. 

In response to Councillor Val Gibson regarding performance on abandoned calls, the Strategic Director explained that the service had tried to encourage tenants to use digital options as the means of contact.  The staffing for direct call handling was adjusted in line with this approach.  More employees had now been moved back into this area and the Service was seeking to strike a balance between providing a telephone service and directing tenants to digital options. The Director reported that she was 100% committed to providing some form of telephone service. Councillor Peter Bilson added that the performance had been discussed at the Monitoring Group.  The Council wanted to encourage digital transactions but it was a judgement call on the balance between providing a telephone service and digital options. The Monitoring Group would be keeping this are under review.

The Strategic Director also briefed the Panel on the Council’s preparedness and Wolverhampton Homes response to the introduction of Universal Credit, a new single monthly payment for people of working age, and people who are on low income or out of work.

Resolved:

1.     That the performance of the housing management agents for quarter one 2017-2018 be noted.

2.     That an update report on TMO’s plans for the introduction of Universal Credit be submitted to the next meeting.