Agenda item - Performance Report Q1 2014/15

16.1      The Head of Income, Inclusion & Improvement presented a report that covered Housing Management Performance during Quarter 1 of the 2014/15 financial year. The Head of Income, Inclusion & Improvement stated that the table provided figures and a RAG rating system against key performance indicators adding that the intention of the report was to provide Area Panels with information on Housing services performance and, as with previous versions of the report, comments and feedback on its presentation was welcomed to improve future versions.

16.2      Chris Row asked if the figure of 25% for tenants in rent arrears had consistently been as high.

16.3      The Head of Income, Inclusion & Improvement stated that whilst the percentage of tenants in rent arrears was dropping, there had been an increase partly due to the recent changes in welfare reform. The Head of Income, Inclusion & Improvement added that the council were facilitating support measures to help tenants and in an attempt to prevent rent arrears.

16.4      Chris Row noted his surprise that tenant satisfaction with repairs was 92% when this was certainly not the case in his experience. Chris asked is every resident had been surveyed.

16.5      The Head of Income, Inclusion & Improvement clarified that a reasonable sample was taken as a proportion that was conducted through random selection.

16.6      The Chair enquired whether a card could be left with tenants subsequent to a repair requesting their feedback.

16.7      The Partnering Manager, Mears clarified that a card survey had been used previously but response rates from tenants had dropped significantly under that system. Furthermore, tenants would only complete the survey if they had received excellent service or very bad service which did not provide Mears with accurate data. The Partnering Manager stated that Mears would be returning to random telephone surveys which provided a better sample.

16.8      The Chair asked why so few cases of anti-social behaviour were closed with undertaking legal action.

16.9      The Head of Income, Inclusion & Improvement stated that it would be useful to make a distinction between legal action and other actions undertaken to resolve the problem. Legal action could be costly and did not always result with the best option in the circumstances. Furthermore, the Anti-Social Behaviour Team also undertook prosecutions.

16.10   The Chair stated that he hoped the reports of anti-social behaviour by type could include those drug related if they didn’t already.

16.11   RESOLVED- That the report be noted.