Agenda item

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 would be shared with members; and
  • HRA estates contained properties that were both privately and publicly owned.

Regarding Appendix 1A (restricted)

• Members did not discuss any of the information relating to the restricted Appendix 1A, and therefore the meeting remained in open session.

AGREED:

a)    That following consideration of the Housing Compliments, Complaints and Compensation Policy, the comments of the Panel be noted;

b)    That subject to the noting of the recommendations of the Policy Development Panel, the Panel recommended adoption of the Housing, Compliments, Complaints and Compensation Policy to Cabinet;

c)     That following consideration of the Tenant Engagement Framework the framework be noted by the Policy Development Panel;

d)    That the Policy Development Panel recommended adoption of the Tenant Engagement Framework to Cabinet;

e)    That following consideration of the Housing Estate Management Policy, the policy be noted by the Policy Development Panel; and

f)      That the Policy Development Panel recommended adoption of the Housing Estate Management Policy to Cabinet.