Agenda and minutes

1.1 The Chair updated those in attendance on the meeting etiquette and that the meeting was being recorded and livestreamed.

1.2 Apologies for absence were received from Councillor Wrout.

1.3 Councillor Rathbone was in virtual attendance.

2.1 There were no urgent items, and the order of business was as set out in the agenda.

3.1 Councillor Ogundemuren declared that he was a London Borough of Hackney resident.

4.1 The Chair opened the discussion by explaining that the Commission had requested the item as it was keen to hear about the progress the Council had made in clearing the housing repairs backlog built up as a result of the cyber attack and pandemic and returning to business as usual.

4.2 The discussion would feed into the Commission’s wider work to understand the experiences of social housing tenants in Hackney.

4.3 Representing London Borough of Hackney

·  Councillor Clayeon McKenzie, Cabinet Member for Housing Services and Resident Participation

·  Steve Waddington, Strategic Director of Housing Services

·  Rob Miller, Strategic Director of Customer and Workplace

·  Ronald Springer, Head of Customer Services Operations

4.4 The Chair began by explaining that the Commission had invited residents and ward councillors to share their experiences of the Council’s housing repairs service prior to the meeting. It was hoped that presenting the key issues, patterns and trends from these testimonies would further inform Members’ questioning and any follow up action to be taken after the meeting. Officers were not expected to respond to case specifics.

4.5 The Chair then presented the key issues, patterns and trends highlighted by the testimonies received. The main points are summarised below.

Issues reporting repairs

4.6 Concerns had been raised regarding those that are unable to attend neighbourhood offices in working hours, and were therefore only able to reach the service via telephone. It was felt by some that there may be a lack of alternative routes to reaching the service, with some routes being removed in recent times, for example the chat function and the online report form.

4.7 Concerns were also raised with the call centre model, with some feeling that it made it difficult to report more complicated issues - some residents had experienced difficulty in explaining issues over the phone and not being able to submit photos/video.

Long wait times for calls to be handled

4.8 Concerns had been raised regarding the length of time residents had to wait before reaching the service via telephone.

Communication with residents waiting for repairs

4.9 Concerns had been raised regarding communication between the Council and residents between initial reporting, action and ultimate resolution.

4.10 It was felt by some that those that experience delays may not understand the reasons for the delay, or were not receiving timely updates on when their issue would be resolved. Some had been chasing repairs themselves but had found difficulty in reaching the contact centre.

Lengthy waits for repairs 

4.11 Concerns had been raised regarding long delays between reporting and initial attendance, action and ultimate resolution.

Damp and Mould

4.12 Concerns had been raised over damp and mould issues being attributed to resident lifestyle, rather than focusing on the structural issues that may cause mould/damp.

4.13 There was also some concern that when action is taken, it may not address the underlying issues in an effective or long-term way, meaning further issues arise and repeated repairs may be needed.

Contractor Performance

4.14 Concerns had been raised  ...  view the full minutes text for item 4.

5.1 The Chair explained that the Children and Young People Scrutiny Commission and Living in Hackney Scrutiny Commission held a joint scrutiny session on housing support for care leavers as part of the 2021/22 work programme.

5.2 The Commissions agreed and finalised their recommendations over summer of 2022 for presentation at Cabinet for a response.

5.3 Members noted the agreed letter to the Executive.

6.1 The Chair explained that the Children and Young People Scrutiny Commission and Living in Hackney Scrutiny Commission had held a joint scrutiny session on the outcome of the Child Q Safeguarding Practice Review.

6.2 The Commissions had agreed and finalised their response to local partners highlighting the key outcomes from the session and its preliminary recommendations.

6.3 It was noted that local partners had been granted an extension to the response deadline until 27th January 2023 to ensure a coordinated response across the local partnership.

6.4 Members noted the agreed letter to local partners and the extended deadline for response.

7.1 The draft minutes of the previous meeting held on 7th November 2022 were agreed as an accurate record.

8.1 The Chair referred to the Commission’s work programme and highlighted the discussion items planned for the remainder of the municipal year.

8.2 A Commission Member asked whether the Commission planned to look at affordable housing as part of this year’s work programme, which had been highlighted as part of the administration’s manifesto commitments.

8.3 It was explained that conversations were ongoing between the Chair, relevant Cabinet Members and officers to agree whether this would be undertaken by the Commission itself in the next municipal year or commissioned independently by the Executive.

8.4 A Commission Member raised an issue regarding pan London protection of residents who had been subjected to gang violence and threats.

8.5 The Chair explained that the Commission would keep a watching brief over any developments in this area, and that it planned to touch upon the specific area of housing provision for those subjected to gang violence and threats at its meeting on 22nd March 2023.

There was no other business.