Agenda item

That the report be noted and that the Committee’s disappointment about the lack of progress on retrofitting of void properties also be noted. It was also agreed that additional information on a number of issues be provided, by either Lewisham Homes or Council officers, as appropriate, as follows –

·         The recent performance pack presented to the Lewisham Homes Board.

·         An update on resident satisfaction due at the Lewisham Homes Board in November.

·         The expenditure related to temporary accommodation.

·         Additional information about developments at Elderton Road.

·         Information in the November report to Committee on the data available relating to repairs and resident satisfaction.

4.1    Following a short introduction from Fenella Beckman (Director of Housing) - Margaret Dodwell (Chief Executive of Lewisham Homes) introduced the report – noting the impact of the coronavirus pandemic as well as Lewisham Homes’ continued focus on safety. Margaret highlighted the inadequate performance on some key performance indicators – and action being taken to improve call waiting times.

4.2    Margaret Dodwell, Fenella Beckman, Ainsley Forbes (Chair, Lewisham Homes Board) and Jon Kanareck (Director of Resident Services, Lewisham Homes) responded to questions from the Committee – the following key points were noted:

·         There had been pandemic related challenges in improving performance related to void properties; there had also been some pest control related issues.

·         Officers met regularly to assess the performance on managing voids – which had improved void times over the past six months.

·         There had been an increase in residents in arrears paying their rent – particularly amongst those who were claiming universal credit.

·         Lewisham Homes was working to support people struggling to pay their rent– focusing on supporting tenancy sustainment. Residents were encouraged to seek help early.

·         Work was also taking place to support people experiencing fuel poverty.

·         The Lewisham Homes Board approved the creation of a hardship fund earlier in the year (of up to £4000 a month). Residents were supported by the welfare benefit team – and subsidised food stores in the borough. The board had also committed to increasing the hardship fund towards the end of the year if the financial position allowed for this.

·         Rent collection had been 99% for a number of years – there had been a recent dip to 97% - and there were concerns about the upcoming rental increase, currently subject to Government consultation on a cap, as well as the impact being felt from the 4.1% increase from April 2022.

·         There had been a significant increase of the amounts people built up in arrears.

·         Collecting rent from temporary accommodation was always a challenge.

·         Performance on key measures was mixed – but was strong on compliance measures. There was a keen focus at Lewisham Homes on performance. The recent performance update to the Board could be circulated for information.

·         There had been dissatisfaction with repairs and residents feeling that they were not getting through the system in a timely way. However, once operatives made it to residents’ homes they were usually satisfied – particularly when the repair was carried out by an in-house team (rather than sub-contractors).

·         There were challenges in recruiting operatives to work for the repairs service and people to work in the contact centre.

·         There was a shortage of skilled tradespeople in south London. A number of measures were being adopted to recruit and retain staff.

·         Turnover of staff was currently 24%, which is historically high. It was the result of a range of factors (including the housing futures review).

·         The age profile of the workforce had an impact on the rates of long-term sickness.

·         During exit interviews employees raised pay and conditions as a common reason for leaving the organisation – as well as (increasingly) people concerned about the long term future of Lewisham Homes.

·         Lewisham Homes was open to flexible working – and was developing career routes for staff to move between different roles. Work was also taking place with local schools to bring local people into the future workforce.

·         There had previously been concerns about the age and stability of the housing management system. However, this was being replaced with a Microsoft Dynamics platform in Spring 2023 which would create a platform for modernisation in future phases of the roll out. The existing IT arrangement would shortly be de-supported.

·         Lewisham Homes had joined the shared IT service used by the Council.

·         There was a productive relationship between Lewisham Homes and trades unions. The frequency of meetings had been increased during the current period of change.

·         There were mechanisms in place for Lewisham Homes to apply to be paid rent arrears directly from residents’ benefit payments – however – it was recognised that the deductions from universal credit could be quite substantial.

·         There had been seven rent evictions since April this year – and 750 notices seeking possession (initiating potential legal proceedings).

·         Key performance indicators were set using current performance and benchmarking information – the targets were presented to the Board annually for consideration and agreement. The Council was also involved in the process.

·         Retrofit works were not currently carried out on individual void properties due to prohibitive costs and poor value for money. Work was taking place to apply for government grants to deliver this work.

·         Further discussions about the affordability of retrofit works would take place with the Council, noting that it was more cost effective to do this on a planned basis.

·         Rents for temporary accommodation were treated separately from the rents in the housing revenue account.

·         The development of some building schemes had been complicated by changes in building costs and financial modelling.

·         There had been some issues letting properties at London affordable rents as opposed to social rents.

·         Feedback from the complaints process indicated that there were some issues with gaining access to properties and satisfaction with repairs.

·         A ‘leaks team’ of experienced operatives had been established to improve performance – alongside a ‘damp and disrepairs’ team to deal with longer term damp and condensation issues.

·         People who didn’t get their repair issue dealt with promptly were more likely to be dissatisfied with the repair once it was completed.

4.3    In the Committee discussion the following key points were also noted:

·         That detailed information about possession proceedings and evictions should be included in future annual reports and the performance pack would include KPIs on rent collection for temporary accommodation properties and not just General Needs.

·         Members were concerned that the recommendations of the Housing Retrofit Task and Finish Group had not been taken on board.

4.4    Resolved: that the report be noted and that the Committee’s disappointment about the lack of progress on retrofitting of void properties also be noted. It was also agreed that additional information on a number of issues be provided, by either Lewisham Homes or Council officers, as appropriate, as follows –

·         The recent performance pack presented to the Lewisham Homes Board.

·         An update on resident satisfaction due at the Lewisham Homes Board in November.

·         The expenditure related to temporary accommodation.

·         Additional information about developments at Elderton Road.

·         Information in the November report to Committee on the data available relating to repairs and resident satisfaction.