Agenda item

The report presents an update on the ongoing redesign of the Kirklees Homes & Neighbourhoods (KHNs) Housing Management and Partnerships (HMP) service.

Contact:  Lisa Ramsden, Head of Housing Management and Partnership Tel: 01484 221000.

Cllr Moses Crook, introduced the agenda item, advising the Panel that the report provides an update on the ongoing redesign of the Kirklees Homes and Neighbourhoods Housing Management and Partnership Service, including progress, key changes and improvements in tenant experience.  

The Panel was informed that this is the service responsible for the delivery of landlord functions to tenants.  Over recent years there has been a narrowing of the range of service provision from housing service, as well as a move towards recovery of costs to comply with regulations from the Regulator of Social Housing, with respect to what can be provided as a landlord.

This has clearly been a process which has required clear communication with tenants, as well as a sensitive and supportive transition. Through this, it has been important to define a trusting relationship with tenants, one where there is a need to be clear at every level of the service, on what can and what cannot be provided as a landlord.  "It is important to clearly state what support or services can be provided, including details of how and when these will be delivered, and to ensure that all commitments made are fulfilled.

The Regulator of Social Housing has provided the four consumer standards, and it is necessary to ensure compliance against these standards.  There are 22 Tenant Satisfaction Measures used to assess performance, including twelve tenant perception measures (TSM) that help to identify when the service is not being provided to tenants as expected.

These measures have shown a decrease in satisfaction in the year 24/25 compared to the previous reporting period in 23/24.  The service redesign is a response to this unacceptable trend.  Referring to an appendix in the report the panel was informed that the midyear analysis shows an increase in every one of the 12 TSMs, the tenant perception part. 

Performance is not yet at the desired level; however, the actions taken to date have reversed the previous downward trend. Early signs of recovery are now evident, with increasing confidence and satisfaction being reported by tenants.

Phil Jones, Service Director for Homes and Neighbourhood informed the Panel that the report highlights three key issues.

1)         To improve, and increase visibility within neighbourhoods, recognising that this is important to tenants.

2)         Work is underway to review and introduce measures addressing anti-social behaviour, which is recognised as a key issue affecting tenants. The establishment of a team directly addresses this concern and provides an immediate response to incidents as they arise.

3)         A positive development to highlight is the approach to neighbourhood plans and neighbourhood planning. This provides communities with a clear understanding of intended actions and creates opportunities for accountability, enabling communities to agree on actions and to challenge when commitments are not being met.

In response to the information presented, the Panel asked a number of questions and made comments including some of the following:

-         It is positive that the council is looking at anti-social behaviour.  If the anti-social behaviour is coming from a council tenant and causing problems with neighbours.  How would you deal with that and if they are moved, it feels like the problem is being moved elsewhere.  What is the process?

-             How much powers does the council have if the anti-social behaviour is occurring between a council tenant and a homeowner?

-             The tenant satisfaction measures include twelve that are assessed through a perception survey. Is there any indication of the direction of travel for the remaining ten measures?

-             Do housing officers have a case management tool? It appears that from the previous report referring to damp, mould and condensation, there is one, however section 3.2 of this report refers to the absence of an effective IT reporting system and people are expected to manage that caseload on their own.

In respect of the neighbourhood plans, what is the geography?  Is it across the district, or is it specific estates or a different area?

RESOLVED:

That the Cabinet Member and officers be thanked for providing an update on the Housing Management & Partnership Service Redesign.