Issue - meetings

To adopt the Housing Comments, Complaints and Compensation Policy, Tenant Engagement Framework and the Housing Estate Management Policy  (report of the Assistant Director – Housing enclosed). 

Consideration was given to the report of the Assistant Director – Housing, which requested adoption of the Housing Comments, Complaints and Compensation Policy, Tenant Engagement Framework and the Housing Estate Management Policy.

The Portfolio Holder – HRA and Private Sector Housing presented the report which contained the following draft documents:

·       Housing Comments, Compliments, Complaints and Compensation Policy;

·       Tenant Engagement Framework;

·       Housing Estate Management Policy

The new Social Housing (Regulation) Bill, which focussed on strengthening the regulation of the social housing sector, was progressing through the House of Commons.  This new regulation would provide the Regulator of Social Housing with enhanced powers including ‘Ofsted style’ inspections of social landlords along with requiring social landlords to publish annual data on tenant satisfaction, ASB, complaint handling, repairs, building safety and more.   

The following new policies have been drafted to support the Council’s ongoing preparation for this regulated environment:

Comments, Compliments, Complaints and Compensation Policy 

As part of the new Regulated enforcement, the role of the Housing Ombudsman had been enhanced.  A new Complaint Handling Code had been published and the Ombudsman was being heavily resourced. 

Housing complaints were currently administered in line with the Local Government Ombudsman’s requirements – the same as all other Council departments.  However, this new environment placed additional requirements on social landlords.  These requirements differed to the Local Government Ombudsman, making it necessary to have a separate policy for Housing.   

The policy set out the difference between complaints and service requests and what were not considered to be complaints.  It set out the process for complaints set by the Housing Ombudsman, provided clarity on the role of the Ombudsman and the stages where they could become involved.   A compensation matrix had been included, as recommended by the Ombudsman and the differences between mandatory and discretionary compensation, evidence required of the tenant to support these claims, and that debt owed to the authority would be deducted from these funds before payment, had been set out.  Also detailed was how complaints would be monitored, and the governance involved with quarterly reporting to the Portfolio Holder. 

Tenant Engagement Framework

As part of the Regulated environment, there was a requirement to engage with tenants and evidence this work. The framework set out how engagement with tenants over the next 3 years would be explored and developed.   It focussed on how tenants were informed and involved in improving and shaping the service.

Estates Policy

This policy was the last of the suite of policies for the HRA, and focussed on how estates and communal areas were maintained.  

It set out the approach regarding maintaining the physical condition, cleanliness and safety of the housing environment in order to preserve its fabric and promotion of community pride.  The document made reference to estate inspections, management of open space, response to environmental ASB, garage sites and management of communal areas including  responsibilities around fire safety, and Health and Safety.

Finally, members were advised that the delegations for payments of compensation detailed in Section 6 of Appendix  ...  view the full minutes text for item 73

To consider the Housing Compliments, Complaints and Compensation Policy, Tenant Engagement Framework and the Housing Estate Management Policy (report of the Assistant Director – Housing enclosed).

Consideration was given to the report of the Assistant Director – Housing which asked the Panel to consider the Housing Compliments, Complaints and Compensation Policy, the Tenant Engagement Framework, and the Housing Estate Management Policy.

The Housing Services Manager introduced the report by stating that the three policies presented to the Panel supported the Council’s ongoing preparations for upcoming changes in legislation which would result in the regulation of social housing.

• Appendix A outlined the Housing Compliments, Complaints and Compensation Policy;
• Appendix B outlined the Tenant Engagement Framework;
• Appendix C outlined the Housing Estate Management Policy; and
• Appendix 1A outlined the exempt information which related to the Housing Complaints Policy.

Members considered the report and appendices and made the following comments:

Regarding Appendix A

• Members welcomed the Housing Compliments, Complaints and Compensation Policy and suggested that in addition to ‘Compliments’, ‘Complaints’ and ‘Compensation’ that the title of the policy should also include ‘Comments’. Members stated that general comments were often more forthcoming and could be analysed to assess underlying issues.
  • The Housing Services Manager noted this request. The policy name would be amended to the Housing Comments, Compliments, Complaints and Compensation Policy.

• Members suggested that policy consultations with tenants should also include consultations with the families of tenants to ensure that the broadest response/feedback was considered.
  • The Housing Services Manager stated that:
    • feedback was currently being sought from members of the Policy Development Panel;
    • thereafter a wider consultation directly with existing and prospective tenants would take place;
    • the consultation would include engagement with a focus group which was established under the Sheltered Housing Review; and
    • the policy document would be publicly available for consultation on the SHDC website and social media platforms.

• Members asked if the new regulations also applied to private landlords.
  • The Housing Services Manager replied that the document included stipulations from the Housing Ombudsman which solely applied to social housing landlords. Complaints regarding private landlords would be taken through the existing Corporate Complaints Policy process.

Regarding Appendix B

• Members did not raise any questions regarding the Tenant Engagement Framework.

Regarding Appendix C

• In connection with the Housing Estate Management Policy, a member relayed the negative impact reported by a new South Holland resident regarding parking, green spaces, overflowing bins and anti-sociable behaviour on a private estate. The specific estate/street was managed by an external management company and the resident had expressed regret at their relocation to the district. Members queried;
  • how the responsible management company/party of any particular street could be identified; and
  • how the undesirable situation stated could be improved for residents in locations where the council did not have landlord/owner responsibilities.  
• The Housing Services Manager responded that:
  • private management companies were set up to manage communal areas in the majority of newbuild estates;
  • private enforcement matters should be referred to the Community Safety and Enforcement Manager; advice on the incident specified would be sought and a response reported directly to the member who had raised it;
  • a list of the Housing Revenue Account (HRA) estates  ...  view the full minutes text for item 56