Agenda item

RESOLVED: That the Committee note the report.

4.1      Steve Bonvini (Operations Director, RB3) and Tracy Jones (Operations Manager, RB3), presented the report to the meeting. The key points to note were:

·         The PFI contract for refurbishing and maintaining the properties includes the provision for housing repair and maintenance, caretaking, cleaning, tenancy and estate management service for a period of 20 years.

·         There are 26 contractual KPIs, of which 19 are provided on a monthly basis and seven on an annual basis.

·         The residents from Brockley have been very happy with opportunities for participation. The satisfaction levels have been steadily increasing from 69% in 2009 to 87% in 2015.

·         In terms of customer service, 415 items of correspondence were received, and 99% were responded to within the 10 working day target. In respect of complaints, RB3 received 64 complaints throughout the year, with most dealt with at Stage 1. In 2013-2014 RB3 received 131 complaints; RB3 reviewed the way in which complaints were managed and since the review have managed to significantly reduce complaints.

·         In respect of tenancy management, after Chartered Institute of Housing ASB training, which was undertaken by all Brockley Housing Managers; RB3 introduced a new case monitoring system, with cases being regularly reviewed and action planned.  They also renewed their contract with Lewisham Mediation (LAMP); they provide an invaluable service especially for neighbour dispute cases.

·         Inspections are carried out on 113 blocks each month, both internal and external communal areas are inspected.  Over the current period RB3 achieved an average Environmental Performance Report (EPA) standard A in 99 % of external inspections and a 98. % on internal inspection.

4.2      In response to questions from the Committee, the following was noted:

·         RB3 officers are happy to discuss individual casework with Councillors in respect of customer services involving their staff, or pass them on to Pinnacle or Rydon.

·         All Pinnacle staff members have recently received customer services training; each team has a ‘Champion’ to ensure that the customer services focus is maintained. This has been a focus for Pinnacle for the past 12-18 months for an area of continuous improvement.

·         Rydon has trained officers to deal with the reporting of repairs. There is regular liaison with Rydon and Pinnacle staff to ensure they work in a joined-up way. Calls to Rydon are recorded so they are able to investigate any complaints to the call centre.

·         Pinnacle employ a project worker from Project 70 to help tenants with their welfare reform issues, and are anticipating an increase in usage with the welfare reform proposals announced in the Budget.

·         RB3 has managed to maintain a high level of satisfaction with leaseholders by tailoring their customer service best practice to meet the needs of their customers. The complaints system is no longer as onerous as in the past and all leaseholder complaints are addressed quickly. RB3 also employ a dedicated Leaseholder Manager.

·         It is not in the RB3 contract to fit security doors on properties. They are happy to talk to the Council – who have already costed this provision - about a solution for this on-going issue.

·         Rydon employ ‘mystery shoppers’ for their customer services and follow-up all their repairs to get feedback on the work carried out. They inspect in person 1-in-10 repairs, and any repairs that are over £500.

·         RB3 are working with the Fraud Investigations Team to ensure there is no subletting fraud in its property portfolio. All properties were subject to tenancy checks. They are also working with partners to ensure audits are carried out on the properties, as per the contract.

·         Turnover for Rydon administrative staff has been about 10% over the past year, and is very low for the operative staff. Pinnacle has had a small turnover of staff, in light of new opportunities that have arisen for staff members.

·         RB3 will ensure that local ward Councillors are notified of any residents’ meetings and events that take place.

4.3       RESOLVED: That the Committee note the report.