There were none.

The Chair welcomed all to the meeting.

Apologies were received from Cllrs Alison Butler, Sean Fitzsimons and Sue Winborn, Aishnine Benjamin, Julian Paine and Laurence Taylor.

The minutes of the meeting held on Tuesday 23 July 2013 were agreed as a true record of the proceedings.

Peter Cooper was in attendance on 23 July but had erroneously been omitted from the list of those present.

Katie Edland (Engagement & Insight Officer) gave a verbal report about new online procedures available:

• Can create account
• Rents and repairs
• Rents - view statements
• Make payments
• Contact income officer
• Report repair
• Encourage to use
• Will send email in a couple of weeks for feedback
• Set up online testing group in the future
• Please share information
• To create an account, go to: www.croydon.gov.uk - click on ‘My account', register and add rent number

Karen Sullivan (Head of Customer Contact) gave a further update on usage:

• 3 months - signed up 903 tenants
• Contacted 4,500 via web
• £453,000 taken in rent payments
• Next phase will include leaseholders

The following comments were made:

• Using it every week and thoroughly recommend it.
• ‘Add to basket' - not clear that things have been added.

Karen Sullivan: We will add an ‘i' for information.

Malcolm Kendall (Head of Environmental & Leisure Services) gave a verbal report:

• Recycling 44.3% - 6% increase from last year
• Please encourage non-recyclers
• Happy to come out and talk to residents
• Not complacent - need to increase recycling rates
• Looking at further items that could be recycled

The following issues were raised:

• Do you take in green waste?

Malcolm Kendall: Limited number of flats have this service.

• It is still not clear what can be recycled and in which bag.  Can you re-leaflet tenants?

Malcolm Kendall:  We are extending the number of bags for green waste - up to 10 bags - not sealed - can be any type of bag.  We will re-leaflet Longfield Gardens.

• Near Norwood Junction - 3 blocks of flats - 5 large bins outside each but no recycling.

Malcolm Kendall: Officers will be round in next few days to see if there is space for recycling bins.

• Heathfield Gardens estate - people take away a lot of wooden furniture, cardboard boxes etc, which could be recycled. It goes to landfill.

Dave Sutherland: This is not one of Malcolm's services. We will investigate.

• Tins, paper, cardboard etc - can it all be put in same box?

Malcolm Kendall: All items go into one bin - except food waste - it is sorted electronically.

• In tower block - Tonbridge House. Asked for big bins to be fitted with long opening - when weather bad, we want to tip in the whole bag.

Malcolm Kendall: We will sort it out.

• Big plastic bottles - could a note be put on bins to ensure they are squashed before putting them in?

Malcolm Kendall: We will refresh the literature.

• Food waste - is there any way to get the bins cleaned regularly?

Dave Sutherland: It was decided that caretakers should do it. Started on Heathfield successfully - and Church Road. If it is not happening, let us know and we will ensure caretakers are reminded.

• When will it be done in our area?

Yvonne Murray: It has not rolled out borough wide yet.

• Caretaking - In New Addington & Coulsdon there are lots of flats and the caretakers are seen regularly. In isolated blocks they are hardly ever seen.

Dave Sutherland: We have a very vigorous monitoring regime for all blocks. High rise every day, others weekly. We will look at your block tomorrow.

• The caretaker needs a special screwdriver for changing the light bulbs. We have been without lights for several weeks - Kestrel Way.

Dave Sutherland: We will investigate.

• When does green waste finish this year?

Malcolm Kendall: Last 2 weeks of November.

• Need to ensure Veolia pick up rubbish they drop on pathways.

Malcolm Kendall: We will investigate.

• People who do not have recycling bin come and deposit in our recycling bins.

Chris Stock: Neighbourhood Voice is for residents to give feed back. If more want to sign up, please get in touch with the Resident Involvement Team.  We will look at forms tomorrow and get caretaking staff to feed back about why things are not done. Everything should be dealt with.

• Only real way of increasing recycling is a major programme of education - letters, door-knocking. Residents still do not understand what they can and cannot recycle.
• In 2011 or 2012, a team went door-to-door. Are they not still doing it?

Malcolm Kendall: Figures show significant increases but we still have a long way to go. Everyone has a part to play. Those who recycle should encourage others. We need to refresh to ensure people are reminded.  We had a team over the last 3 years. As the programme bedded in, the team was reduced. 2 officers are dedicated to engagement work with residents.  Where there are roads with low participation, they do door-knocking. If made aware of specific issues, we knock on doors.
 

Cllr Neal: We must commend Malcolm - increasing recycling from 16% to 44% is a considerable achievement. Residents are responsible for ensuring cardboard is torn up and bottles squashed. If you see something, please report it so the council can take action.

It was also noted that there was a young person attending the meeting and it was hoped that he would spread the word in his school.

George Simms (Energy Use Reduction Officer) gave a verbal report:

• Upgrading lighting in blocks of flats
• Existing not as efficient as could be
• Energy costs likely to go up average of 5% pa
• Will replace lighting to generate energy savings of up to 20%
• Funding in place
• Will appoint contractor by summer 2014
• Part of larger project to improve lighting throughout the borough
• Will begin with 14 large blocks in South Norwood and Waddon - if successful will roll out
• Will take 2-3 days - contractor to keep residents informed
• Maintenance for new lighting will be lower
• Fittings will have longer life
• Contractor will monitor performance of lighting

The following issues were raised:

• What's the point if the lights are the same?
• Will communal areas be included?
• How much will all this cost?
• Will there be a cost for leaseholders?
• Will the cost be self-funded?
• What is the lifecycle of the new bulbs?

George Simms: They have the same power but are less expensive to run. Contractor will carry out proper survey of lighting levels.

All communal areas will be looked at. Will look to provide minimum lighting standards. Will have flexibility of controls.
Cost estimate is £1-2,000 each block. Total about £130,000. Savings over time will be greater than the cost.

There will be no cost to leaseholders.

We have funds set aside specifically and it will be paid for through energy bill savings. Lighting will be more efficient, including better controls.

It is up to the contractor to select the most efficient. Typically LED bulb - several thousand more hours of duration than a general light bulb.

• In the car parks, will the external lights be improved?

George Simms: The contract will be very flexible.

• Do you intend to consult?

George Simms: Letters will be delivered to blocks concerned and it will also be mentioned in newsletters. Works will start on the first blocks by August 2014.

• Will there be co-ordination of removal and replacement? Parts of some roads are in complete darkness due to removal of old lights and new lights not being switched on.

George Simms: The contract will be set up to ensure the system is working at the end of each day.

Leonard Asamoah (Head of Housing Solutions), gave a verbal report:

• A public meeting was held
• General desire to move to alternative accommodation
• Shortly will be moving tenants across to adjacent block
• Will continue to address issues
• Charged to commence fairer consultation with tenants in Tonbridge House - meeting tomorrow (9 October) - 2 sessions at 4pm and 6pm
• Local ward councillors being informed
• Consultation will end 8 November
• Middle of January 2014 decision will be made

The following concerns were raised:

• Impact on elderly and vulnerable residents
• What is % of homeless tenants moving?

Leonard Asamoah: The Gillett Rd block consists of 66 flats. There are 7 vacancies at the moment. Cabinet decision made clear that no one will be forced out. Families will move in as vacancies arise.

Dave Sutherland (Managing Director of Croydon Landlord Services) gave a verbal update:

• Lengthy process to select repairs partner
• Final tenders received 23 August
• Evaluated - concentrating on quality 60%
• Final outcome notified to those who tendered
• Number of governance arrangements to be agreed and committees to approve
• Contract worth £100million
• Successful bidder will be announced end of November
• 3-4 month mobilisation period - start running in April
• Will bring successful bidder to Tenants' & Leaseholders' Panel in February

A question was raised about weeds in common parts of estates.  Dave Sutherland confirmed that weeds should be removed by Veolia.   There have been some issues with Veolia around the contract details and they have not been carrying it out consistently.

Dave Sutherland gave a verbal update:

• High degree of criticism at a previous meeting about not consistent reporting and following up
• Tenancy managers will be attending the next few meetings

The Tenancy Managers reported on progress in their areas.

Margaret Padmore:

• From July - South Central team - 12 inspections
• All gone smoothly
• Kept to timeframes
• Everyone received invites in time
• Inspections carried out
• 8 week reviews
• Only one problem at Parker Knoll - action repair plan not on time
• Moving to BWH - delayed
• Score sheets not coming back as well as expected - to look at issues and make more user-friendly
• Use score sheets to monitor and improve service

Margaret also reported on Sonia Isaacs team (North):

• 1st cycle - 20 inspections all to plan
• Number of repairs all sorted out
• 2nd cycle - 5 inspections
• Action plans & review dates sent out
• Feedback positive
• No major concerns apart from one where the last inspection was rushed (Sonia to investigate)

Ian Gray (East):

• Fieldway inspection late - apologies given
• Next phase - Longheath went well
• Fieldway was covered with Marilyn Smithies
• Feedback positive
• Mid-way through cycle

The following comments were made:

• Work of Estate Inspection team and principle of inspections were commended but unfortunately there is lack of follow up:
  • Mears needed to carry out repair to external wall - 6 months later nothing happened.
  • Garden clearance - still a jungle.

(Margaret Padmore to feedback to Sonia Isaacs)

• Last 2 or 3 times one of the panel members had not been able to attend as it coincided with another meeting. Unable to get through when tried to make contact

Ian Gray: We do sometimes have clashes. We try to run consecutive weeks. Please suggest dates/particular days in the week. We try to avoid Monday and Friday.

• Can I have a contact number to ring?

Margaret Padmore:  Extensions 88131 or 88132 go direct to the duty line.

• What is the specification of what an area inspection officer is supposed to do?

(Ian Gray will follow up)

• Councillors are invited but only a few turn up.
• A councillor has not been seen on Fieldway for a very long time.

CllrTony Pearson: Unfortunately, because they take place during the day, often councillors cannot make them as they work.

• Do not understand the procedure: estate inspection is inspection of exterior of flats or flats & houses but not the streets.  Areas of houses served by footpaths, such as those in Fieldway, do need to be inspected but they are not. Why is this not adhered to?
• The Fieldway inspection needs to be broken into sections as the area is too big.

Ian Gray: We primarily inspect areas for which the council is responsible. If we come across something, we will note it and follow up.
Dave Sutherland: We should be checking those parts of Fieldway. We need to make sure they are scheduled in.
We have to plan inspections - perhaps we could break Fieldway into chunks and even invite Highways. It is an unusually large estate.

• Repairs - 4 outstanding repairs not completed since last inspection.

Yvonne Murray: We are aware of the problem. We are meeting with Lorraine Smout to sort it out.

• Is the score sheet routine for each inspection?
• Some new tenancy officers have not given out the score sheets.

Margaret Padmore: It should be handed out every time but some are not handed back.  The issue will be taken up with individual officers.

• The score sheets are sent in after the follow up, 8 weeks later.

Tim Nash: Split score sheets - residents do at the time on written sheet - how inspection was run. Any returned sheets, team follow up by phone. Issue of completing form and then keeping it safe for 8 weeks.

• Are all tenants and leaseholders advised?

Dave Sutherland: No - only those who join the inspection - those who express an interest.

We are determined to get this right. Good news - new repairs partner - dedicated team to do communal external repairs. Will come out on estate inspections - real accountability.

Chris Stock (Resident Involvement & Scrutiny Manager) summarised the report:

• Discussed options - decided to set up Tenant Panel for Croydon
• A number of Tenants' & Leaseholders' Panel members have joined working group to develop this proposal
• Pete Ward is the Council's Complaint Manager
• Panel - recruitment through self-assessment and interview process
• No powers but can make recommendations
• Felt that tenants would prefer other tenants to look at complaints
• Role of panel - to meet quarterly and look at complaints performance
• Meet in groups of 3 to review any complaint
• Proper training to investigate complaints
• Seeking approval to set up panel and recruit over next few weeks
• Will publicise the panel in the new year

The following questions were raised:

• Are leaseholders included?
• How will it be advertised?
• What if a complainee is on the panel?
• How quickly will complaints be resolved?

Chris Stock: If you have a complaint about housing it can be from anyone.
It will be advertised on the job page of the council website and in the Open House newsletter.
Conflict of interest is covered under the constitution.
There will be timescales for resolving complaints. So far this year only 2 complaints have been to the ombudsman.

All complaints have to go through the council's formal complaints procedure - they cannot go direct to the Tenant Panel.

The Panel confirmed approval to set up the Tenant Panel as proposed in the report.

Chris Stock (Resident Involvement & Scrutiny Manager) explained the report:

• Re-organisation of panels
• They have been in place since 1990
• Everyone on each panel has been elected through nominations from other panels
• The aim is to open them up to anyone who wants to participate
• Applicants need to demonstrate they have commitment, time and energy
• Self assessment form - looking for skills
• Will provide training as needed
• Will advertise membership and encourage more people to get involved
• Maximum membership?  Around 30?
• Existing members can remain as members
• New members to be recruited

The following concerns were raised:

• Will new people have to be trained before they join the panel?

Chris Stock: There will be an induction process - training where needed.

• Is there a youth panel?

Sian Foley: Depending on where you live, you can join through a local youth club. We will find a way of getting you more involved.
Chris Stock: Mystery shopping - young people can participate.
Marion Burchell: Youth Council.

• For new members - will there be a requirement that they attend a number of meetings before they can vote?

Chris Stock: Members can vote at 2nd meeting.

The Panel agreed approval of the constitution.

Tim Nash highlighted the key points of the report:

• Some of the activities are more complex - introducing competency assessment for these:
  • Level 1 - entry level
  • Level 2 - not highly skilled but level of commitment
  • Level 3 - eg mystery shopping, member of TLP - more skills required - need understanding how organisation works or system operates - complete self assessment form - council commitment to provide training
  • Level 4 - people undertaking involved work such as Scrutiny Panel - significant commitment and understanding of how system operates - self assessment, short-listing and interview

The following queries were raised:

• Any commitment to panels should be seen as a life skill, for including on CV - as a qualification for getting future jobs

Tim Nash:  Recruitment will be treated as job vacancies.  We are considering some form of academy-based training programme so people can use it as a qualification.

• Concerned with regard to no mention of taking into account people's disabilities and illnesses.

Tim Nash: We would need to consider this on an application basis. Special needs requirement - we will add in a line to cover this.

Chris Crossdale gave a verbal update:

• In-depth scrutiny on Income Team
• Changes in benefits system
• Impact since implementation
• Preparing a report based on findings
• Report will be presented next year
• Panel started process of selecting next topic
• Recruited another member and have an interview later this week

Chris Stock: Report will go out to any members of Tenants' & Leaseholders' Panel as soon as available - 22-23 recommendations in the report. Still have spaces on the Scrutiny Panel.

A request was made to suggest any parts of service for the next topic.

London Tenants' Federation (LTF) - Michael Hewlett

• 3 September AGM - 6 directors re-elected
• Agreed Federation must try to address London housing crisis - affordable rents should mean that
• Will keep pressing for more rental accommodation

Mayor's Housing Forum - Michael Hewlett

• Not met since last meeting so nothing to report

ARCH - Michael Hewlett

• 19 Sep Annual Conference in Great Yarmouth
• Kim Wakely, Michael Hewlett and others attended
• Event of the day was a question time forum
• 2 workshops -
  • Reflection on 1st year of self-financing
  • Impact of Welfare Reform - very lively!

Marilyn Smithies commented that she was disappointed as the topics were very controversial.  She would have liked to see more engagement.

Croydon Voluntary Sector Alliance - Guy Pile-Grey

• Not able to attend last meeting
• Long meeting with Steve Phaure:
  • Concerned with health matters, clinical commissioning
  • Relationship needs to be forged and unified
  • Information available about Clinical Commissioning Group
  • Strategy work in progress
  • People with particular issues for Healthwatch or CCG

Croydon Congress - Marilyn Smithies

• No meeting - one next month

All Ages Inter-generational Conference - Sian Foley

• Next steering group 31 October
• Family club - progressing well on estates - Tollers, Longheath, New Addington, Croftleigh and Handcroft
• More areas will be established by the next meeting
• Working on Strategy
• Date for next event - April 2014
• 2014-17 commissioning certain lots through board
• Panel to include adult resident and young person - with steering group
• Funds of £445,000 over next 3 years - around youth clubs, sports, healthy lifestyles and holiday provision

Resident Involvement - Chris Stock

• Resident Involvement awards - annual event in December
• Nominate local residents
• Repairs reprocurement - a lot gone into this with tenants - want to share with others across country - invited to workshop in London in December
• Sandra O'Connor - communications officer - has moved into Resident Involvement Team - working on Open House and digital engagement (social media, Facebook, phone apps etc)

A couple of questions were raised:

• How can council can ensure absent landlords are responsible for tenants, when they do not leave addresses with letting agents?

Dave Sutherland: Landlords are responsible for paying service charges. It is very uncommon not to have a contract. If a person in a property - leaseholder or tenant - causes a nuisance, the council can take action.

• Neighbourhood Wardens - lot of training to issue FPNs - now they have been taken away?  What has happened to them?

Dave Sutherland: We are currently using colleagues in Planning & Environment who already issue FPNs. Now unilaterally changed how they want to do it - but not consulted. Our processes are no longer valid - have to change whole process or administer it ourselves, so we are doing the latter.  We are in the process of setting up our own internal processes, appeal system.
Cllr Tony Pearson: Environmental enforcement officers are sub-contracted.  There is a pilot scheme in the town centre. The results of the pilot will be and a decision made whether to roll it out or scrap it.

all in the Council Chamber, Town Hall, Croydon at 6.30pm:
5 February 2014
1 April 2014