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Moving Forward Together - update
Presentation by Sarah Spicer
Minutes:
The Business Innovation Manager (Housing and Landlord Services) gave a presentation on the updated Moving Forward Together draft model.
The Board was reminded of the draft model’s six key priorities –
- Design services from the resident’s point of view.
2. Provide services that are visible and local.
- Rebuild trust and relationships.
- Be a diverse and inclusive service that fully represents the city of Bristol.
- Engage residents and employees in a creative and meaningful way.
- Give back accountability and decision making to residents and employees.
Arising from questions the following points were made/clarified -
a) The Covid-19 lockdown had a direct impact on Housing Officers being able to be visible on site and the Director of Housing and Landlord services had left at the beginning of 2021, so it was felt that it was not the best time to make changes to the working structure of the housing service.
b) The MFT programme was not ending as it had city wide support including the Council’s Cabinet members and senior managers. The next step was to focus on the priorities put forward by residents and what could be achieved whilst still under lockdown and moving forward after.
c) One of the main feedback from residents was the difficulty they faced getting in contact with Housing Officers so to improve on this Board members were advised that a new process would be introduced which delivered a more team led approach, rather than a bespoke housing officer for a particular address. Residents would be able to speak to any housing officer to resolve issues on a ‘one and done’ basis. If a site visit was essential this would be done within two days and would be facilitated by a Service Level Agreement.
d) Improvements to the service would be supported by ICT delivery namely Windows 10 which would enable the new process to operate efficiently through improved communication facilities such as Microsoft Teams and as new devices would be 4G enabled allowing housing officers to work more effectively on site.
e) Work was ongoing to bring housing estates up to a common and acceptable standard using pictures of estates and defining what needed to be done to achieve this. Arising from this a question was asked about EIB/NOIB bids not being actioned. The Head of Housing Management and Estates undertook to follow this up outside of the meeting. ACTION: Head of Housing Management and Estates
f) It was considered essential that in tandem with the changes being made via the MFT programme that staff were supported and trained to ensure that moral was improved, and the success of the new system/process assured. The Board was advised that there was a training programme scheduled which encompassed customer service, collaboration, ownership, and feedback to enable learning.
g) Regarding staff retention there would be changes made to enable professional housing staff to secure career progression and hopefully this would lead to more staff remaining with the Council.
h) Only urgent repairs were being done at the present time due to the Covid-19 restrictions but moving forward work would be done in a more joined up way, actively avoiding ‘silo thinking’, improvements included phoning ahead of appointments to ensure access to homes was secured and avoid return visits and the associated work to do this.
i) Post covid-19 tenants would be contacted to make progress on outstanding non urgent work and information published on the Council’s website.
j) The Board noted a comment on the recent rent freeze decision made by the Council and the lack of consultation about this with council tenants. The Board was advised that there was no legal requirement for the Council to consult on rent changes however it was acknowledged that the Regulator of Social Housing was seeking greater governance for tenants.
k) Some specific examples of repair work were reported and the Service Manager (Responsive Repairs - Housing and Landlord Services) undertook to investigate them outside of the meeting. ACTION: Service Manager (Responsive Repairs - Housing and Landlord Services)
The Board noted the presentation and the comments made during discussion.
Ross Dallimore joined the meeting at this point
Supporting documents: