Agenda and minutes

To approve the minutes of the meeting held on 9 July 2024 as an accurate record.

The approval of the minutes was postponed to the next meeting.

Members are invited to declare any disclosable pecuniary interests (DPIs) and other registrable and non-registrable interests they may have in relation to any item(s) of business on today’s agenda.

There were no disclosures of interest made at the meeting.

To receive notice of any business not on the agenda which in the opinion of the Chair, by reason of special circumstances, be considered as a matter of urgency.

There was no urgent business for the consideration of the Homes Sub-Committee at this meeting.

The Sub-Committee is asked to consider the performance of the Council’s Housing Service through Key Performance Indicators (KPIs) selected by the Sub-Committee from a longlist of 145 KPIs used within the service.

follow.

The Sub-Committee considered a report set out on pages 3 to 55 of the supplementary agenda providing an update on the Key Performance Indicators (KPIs) monitored by the Housing Directorate.

• Cllr Lynne Hale – Cabinet Member for Homes
• Susmita Sen – Corporate Director of Housing
• Allister Bannin – Director of Finance
• Beatrice Cingtho-Taylor - Director of Housing, Homelessness Prevention & Accommodation
• Sue Hanlon – Director of Assets
• Lara Ashley – Housing Transformation Lead

The first inquiry raised by the Sub-Committee addressed the low rate of repair completions at the first attempt, questioning whether the call centre was receiving accurate information. The officers responded that the target for emergency repairs was a 100% completion rate. However, the actual completion rate was slightly lower, which the officers attributed to the ambitious nature of the target. When asked by the Sub-Committee how this compared to other local authorities and housing associations, the officers explained that the target for emergency repairs typically was around 99% completion rate, with non-emergency repairs around 96%.

Next, the Sub-Committee sought clarification on the criteria for measuring tidiness. The officers explained that independent surveyors contacted residents after their repair jobs were completed, asking questions such as whether contractors used shoe covers or protective sheets, with the tidiness score calculated based on these responses.

The Sub-Committee then inquired about the low percentage of contractors displaying identification (ID) cards and whether there was communication with residents about this safety concern. The officers confirmed that information was provided through the website and appointment letters. They also noted that the issue had been addressed in strategic meetings with contractors, emphasising the need for both contractors and subcontractors to display ID cards.

The Sub-Committee questioned whether there were mechanisms in place to hold contractors and subcontractors accountable for not displaying ID cards. The officers explained that contractors were responsible for subcontractors and that there were contractual sanctions available for underperformance. The officers assured that the contractors had already been informed, and the situation was currently being monitored, with potential sanctions available, including an improvement plan, if no significant improvement was made.

The Sub-Committee then asked whether it would be possible to share a picture of the repair officer prior to attending a job. The officers explained that this would be difficult due to dynamic scheduling. However, two contractors had implemented ‘operative tracking,’ allowing residents to monitor the contractor’s location in real-time and receive text notifications upon arrival and departure.

The Sub-Committee also enquired about satisfaction surveys, with the officers clarifying that surveys were conducted via telephone with around 300 residents chosen at random each cycle. The officers clarified that there were two types of surveys: one focused on the last repair completed and the other on general satisfaction with the repairs service. The Sub-Committee further enquired whether there were plans to move these surveys in-house. The officers responded that there were no plans to do so due to regulatory requirements.

The Sub-Committee raised a question regarding the Mayor's Business Plan (MBP) and the figures presented  ...  view the full minutes text for item 52/24

The Sub-Committee is presented with a report on the implementation of the NEC Housing Management system. The report outlines the project’s successful delivery of its primary objectives, including enhanced customer service through a single view of residents, improved compliance with Health and Safety obligations, and the creation of a more efficient, data-driven culture within the directorate.

The Sub-Committee considered a report set out on pages 57 to 62 of the agenda providing an update an update on the roll out of the NEC system along the new capabilities. 

• Cllr Lynne Hale – Cabinet Member for Homes
• Susmita Sen – Corporate Director of Housing
• Jem Bowen – Interim Technical Project Manager – NEC Housing
• Allister Bannin – Director of Finance
• Beatrice Cingtho-Taylor - Director of Housing, Homelessness Prevention & Accommodation
• Sue Hanlon – Director of Assets
• Lara Ashley – Housing Transformation Lead

The Vice-Chair acknowledged that the Sub-Committee had received a briefing and demonstration of the NEC system, which was very insightful. 

The first question raised by the Sub-Committee focused on the data cleansing process - what it involved, in what areas the data quality was too poor to draw reliable conclusions, and the current status and timeline of the process. The officers explained that the data cleansing related to repairs data, as discussed in the previous Sub-Committee meeting in April. The officers explained that the cleansing process was completed in early August, and gave assurance that they now had confidence in the KPIs based on this data. The Sub-Committee followed up by asking about weaknesses in the process. The officers responded that when a new repairs contract was mobilised last August, issues in the interfaces between the Council and contractors affected data collection and KPIs. However, the officers assured that it had been addressed promptly.

The Sub-Committee further inquired whether data cleansing had been completed in other areas. The officers confirmed that they had ongoing cleansing efforts in various areas, largely due to the use of multiple systems, including manual ones. The officers highlighted that a significant area for cleansing was housing needs and homelessness data, which was essential for accurate reporting to the government. The Sub-Committee then questioned why homelessness data had historically been underreported. The officers explained that the improvement in data accuracy was due to the cleansing and validation processes. The officers added that the NEC system would help track individuals’ journeys from initial placement in temporary accommodation and support regular reporting.

The next question from the Sub-Committee focused on the customer experience - what it currently looked like and what improvements were planned. The Sub-Committee further enquired if there were any plans to offer online application forms in languages other than English. The officers responded that many improvements had already been made, but acknowledged that more work was needed. The officers also assured that they gathered feedback regularly and adjusted the system accordingly. Regarding translating the form, the officers noted that while it would be considered, the frequent changes to the form would make the translating process more challenging. The officers also highlighted that they provided support to those struggling with the form and mentioned that many local authorities were moving away from translating documents, instead offering bespoke support. The Sub-Committee then asked if translation software could be used within the NEC system, to which the officers expressed interest in exploring that, along  ...  view the full minutes text for item 53/24

The Sub-Committee is provided with summarised information on the Housing Revenue Account and General Fund forecast outturn 2023-24.

The Sub-Committee considered a report set out on pages 63 to 67 of the agenda providing an update an update on the Council's financial situation.

The Sub-Committee reviewed a report introduced by Councillor Lynne Hale, Cabinet Member for Homes, which outlined the key areas of concern. It was noted that Croydon’s financial situation was challenging, but it was not unique among London Boroughs.

• Cllr Lynne Hale – Cabinet Member for Homes
• Susmita Sen – Corporate Director of Housing
• Allister Bannin – Director of Finance
• Beatrice Cingtho-Taylor - Director of Housing, Homelessness Prevention & Accommodation
• Sue Hanlon – Director of Assets
• Lara Ashley – Housing Transformation Lead

The Sub-Committee requested an overview of the period 3 financial position. The officers explained that the main challenge facing the Sub-Committee was the combined effect of increased demand from the previous year, continued growth in demand, and rising market prices. The officers also noted the reduction in one-off grants compared to previous years.

The Sub-Committee’s first question addressed capital slippage, and the in-year increase related to general fund recharges of the Housing Revenue Account (HRA). Officers explained that the HRA capital programme was currently forecasting an underspend of £4.9 million against a budget of £57 million, mainly due to delays in the Regina Road works. The officers added that the original timeline had been overly optimistic, resulting in spending delays. In response to further questioning, the officers confirmed that this slippage was solely due to timing and assured the Sub-Committee that the allocated funding was secure, with no risk of losing any part of the grant if the Regina Road work deviated from the programme.

The Sub-Committee then asked about the revenue side of the HRA. The officers reported an overspend from the previous year, attributed to catching up on repair and disrepair work. The officers confirmed that the 2024-25 budget had accounted for this by increasing the allocation for such repairs, and that these figures were being closely monitored. Furthermore, the officers highlighted that there was a £2 million overspend in HRA revenue, driven by changes in the Council’s overhead costs.

Conclusions

Following its discussion of this item, the Sub-Committee reached the following conclusions on the information provided:

-          The Sub-Committee acknowledged that the overspend of the homelessness budget was driven not only by inflationary and demand pressures that another possible contributing factor could also be a lack of effectiveness in the prevention approach of the redesigned homelessness front-door service. Members are looking forward to a review of the new homelessness front-door service one year on to understand in greater detail how effective prevention is.

-          The Sub-Committee noted that despite raising concerns with rising demand in homelessness support service during last year’s budget setting process, the budget had been underestimated and is now projecting a significant in-year overspend. Members suggested that as part of this year’s budget setting process greater information be provided on assumptions and projections underpinning 2025-26 budget.

-          The Sub-Committee expressed disappointment at the overspend connected to the review of  ...  view the full minutes text for item 54/24

The update presented to the Sub-Committee covers Housing Allocation Scheme and Placement Policy – Temporary Accommodation and Private Rented Sector Accommodation (PRSO).

For the reasons set out in the report, the Scrutiny Homes Sub-Committee is recommended:

-       To note the work to date and development plans that will be used as a basis to create the Allocations Scheme & Placements Policy.

-       To consider whether there are any comments it wishes to make on these work, which can be taken into account during the preparation of the Allocations Scheme & Placements Policy.

The Sub-Committee considered a report set out on pages 69 to 87 of the agenda providing an opportunity for the Sub-Committee to feed into the development process of the Allocations Scheme and Placements Policy. Beatrice Cingtho-Taylor, Director of Housing, Homelessness Prevention and Accommodation, introduced the report.

• Cllr Lynne Hale – Cabinet Member for Homes
• Susmita Sen – Corporate Director of Housing
• Allister Bannin – Director of Finance
• Beatrice Cingtho-Taylor - Director of Housing, Homelessness Prevention & Accommodation
• Sue Hanlon – Director of Assets
• Lara Ashley – Housing Transformation Lead James – Change Manager

The Sub-Committee first asked how the officers planned to approach the review and development of the strategies and how these policies would contribute to the delivery of the newly adopted Council’s Housing Strategy objectives. The officers explained that in developing the Placement Policy, they undertook extensive benchmarking and identified examples of good practice. The officers also highlighted areas needing attention, including challenges raised by the Ombudsman.

The Sub-Committee then questioned how the strategies would address residents' needs, particularly aligning with the Domestic Abuse Act 2021, and whether geographical placement of vulnerable individuals would be considered. The officers confirmed that these factors were being taken into account.

Further, the Sub-Committee sought clarification on whether the policies would address the issue of discharging priority housing given the ongoing shortage of stock. The officers acknowledged that the shortage of housing stock would persist but emphasised that the policies aim to effectively ration limited resources. The officers also added that in terms of the individual household needs, the assessments needed to be paramount across both of these policies.

The next inquiry from the Sub-Committee focused on resident involvement in the policy development process. The officers explained that the Placement Policy was not a statutory document, so the process for its development would differ from the Housing Allocations Scheme. Its primary goal was to ensure consistency across the service. In contrast, the Housing Allocations Scheme, as a statutory document, would undergo a full 12-week consultation process. The officers reassured the Sub-Committee that they would work closely with residents and the voluntary sector during this process.

Finally, the Sub-Committee asked about the timeline for policy implementation. The officers clarified that the Allocations Policy was expected to return to Cabinet in March following a 12-week consultation period, while the Placement Policy would be considered by Cabinet in October.

Conclusions:

Following its discussion of this item, the Sub-Committee reached the following conclusions on the information provided:

-          The Sub-Committee welcomed the development of the Placement Policy for the Temporary Accommodation as it recognised it is not a statutorily required, but good practice within the sector.

-          The Sub-Committee welcomed both the Allocations Scheme and Placements Policy, acknowledging that their introduction would help enhance transparency and consistency in service delivery.

-          The Sub-Committee emphasised the importance of the Placements Policy, noting that while it is not a statutory document, it should undergo the same rigorous development and resident engagement process as the Allocations Scheme.

-          The  ...  view the full minutes text for item 55/24

To receive a verbal update on the Responsive Repairs Contractors.

This item was withdrawn.

This item was withdrawn.

This item was withdrawn.

To consider any additions, amendments or changes to the agreed work programme for the Sub-Committee in 2024/25.

The Sub-Committee noted the report.

The Homes Sub-Committee is presented with the most recent Cabinet responses to its past recommendations.

The Sub-Committee noted the report.