Agenda item - Tenant and Resident Scrutiny Panel Report on Responsive Repairs

(copy attached).

13.1    Glynn Huelin presented a 3 part report covering responsive repairs and the ongoing work to update and enhance procedures to improve residents answer times, to provide alternative ways to achieve direct contact with residents such as meetings with tenants and leaseholders after the sheltered scheme project is completed and finally reintroducing the member’s estate scheme.

13.2    Janet Gearing highlighted issues surrounding regarding response times for phone calls made at different times in the day.

13.3    James Cryer stated that residents must provide the job reference number to help expedite process.

13.4    Glyn Huelin noted that feedback around out of hours will be taken in to account as residents have requested clearer documentation on service levels.

13.5    Chris El-shabba provided a positive example whereby the provision of the job reference number resulted in a locksmith despatched within 2 hours.

13.6    James Cryer stated that a diagnosis of call responses is incoming.

13.7    Chair stated that this is not new, this enhancement of procedure is what should already be occurring.

13.8    RESOLVED – That the report be noted.