Presentation to Tenants Consultative Committee 29 May 2019 t… · Future Proofing yourcareer...

TCC

29 May 2019

Agenda

1. Minutes and Matters arising

2. CIH Conference

3. Repairs Policy

4. Compensation

5. TCC terms of reference

6. Resident Engagement Strategy

7. AOB - Tree Pruning and Tree Removals

8. Forward Plan

9. Future Meetings

Grenfell Tower – Never Again

Exits - No Fire Alarm Expected

Nearest Defibrillator

WiFi: RBKC_Venues

Password: 888888

CIH Brighton Conference 2019

Iain Smith

Tenant Delegate

Kensington & Chelsea (RBKC)

Soup Kitchens and Rough Sleeping in Brighton

No protesters outside the conference – just this

WEDNESDAY 6 MARCH - PROGRAMMESATA GLANCE

Click here to view the complete programmes with session descriptions

09:30 Conference welcome

10:00 The state of the nation

Terrie Alafat CBE, chief executive,CIH

Polly Neate, chief executive,Shelter

Clare Crawford, business development and

investments director, Galliford TryPartnerships

Leslie Channon, insight lead,HACT

11:00 Refreshments and exhibitionviewing

11:30 Empoweringtenants

Paul Hackett, chief executive,Optivo

Nic Bliss, head of policy, Confederation ofCo-

operativeHousing

Carole Burchett, chair of scrutiny,Soha

12:30 Lunch and exhibitionviewing

13:30 The future of regulation

Fiona MacGregor, chief executive, Regulatorof Social

Housing

Matt Campion, board,PlaceShapers

Sue Daniels, chief executive, BexleyCommunity Housing

Association &vice chair, g320

Bernadette Conroy, chair, NetworkHomes


14:45 ‘Fixing’ privaterenting

John Bibby, policy manager,Shelter

Dr Julie Rugg, senior research fellow,Centre for Housing

Policy, University ofYork

Hannah Slater, policy and publicaffairs

manager, GenerationRent

15:45 Securing yoursystems

Jason Hart, ethicalHacker

16:30 Chair’s closingremarks

16:45 Drinks reception (exhibitionhall)

The bigpicturetheatre


09:45 What will Brexit mean fordevelopment and the housingsector?

Luke Murphy, associate director for theenergy, climate,

housing and infrastructure team, Institutefor

Public PolicyResearch

Barry Mortimer,

director, Federation

of MasterBuilders


11:00 Getting the best out of your homes - stockrationalisation

Abigail Ellis, head of asset management&

compliance, anchorhanover

Helen Collins, head of housingconsultancy, Savills

Gary Bellenger, assistant director of property services

(assets & programmes), A2Dominion

Melissa Madjitey, associate director,Savills

11:45 Environmentallysustainable development

Dr Terry Keech, partner,calfordseaden

Begonia Filgueira, legal director, FootAnstey

12:15 Delivering service transformation in repairs andmaintenance

Nik Turner, director ofinvestment

& maintenance, ThirteenGroup


13:45 The issue of space –a fishbowl discussion

Chimi Shakohoxha, partner - housingand

regeneration, Capsticks SolicitorsLLP

Ian McDermott, chief executive,Catalyst

Gill Peckham, director of Housing,CESSA HA


15:00 Implementing building safety recommendations - gearing upfor change.

Debbie Larner, head of knowledgeand

products,CIH

Daniel Hollas, project fire director,Clarion

Housing Group

Jan Taranczuk, managing director,Jan

theatre

theatre

theatreHousingmanagement


10:00 The housings manager’s inbox - a legal learning

lab

Mark Foxcroft, solicitor,Devonshires

Rebecca Brady, legal executive,Devonshires

10:45 Rethinking allocations

Faye Greaves CIHCM, policy andpractice

officer, Chartered Institute ofHousing


12:00 Dementia-friendly housing

Sara Miles, programme partnershipmanager,

Alzheimer’s Society

Siobhan Moore, director ofdevelopment,

housing & care21

Kris Peach, director of extra care, housing& care

21


14:30 Managing universal credit successfully

Jackie Dacvorn, financial inclusionmanager,

Pheonix CommunityHousing

Eugene Nixon, head of strategy &compliance, London

Borough ofSouthwark

Sam Lister, policy offier,CIH


15:45 Handlingcomplaints

John Goodwin, adjudicator & sector

development trainer, HousingOmbudsman

Service

16:30 chair’s closingremarks


Fringe10:00-

10:45State of the region

David Pipe,policy andpracticeofficer,CIH

Alistair Smyth, head ofexternal affairs, The

Guinness Partnership

11:00-

11:30Creating a career developmentplan

Daniel Short, managing director atGreenacre

Recruitment

11:30-

12:00My career story andmanaging my firstteam

Louise Graham, sapphire Independent Housing

12:00-

13:00Lunch and exhibitionviewing

13:00-

13:45In Conversation with TerrieAlafat

Terrie Alafat CBE, chief executive,CIH

13:45-

14:00Refreshments and exhibitionviewing

14:00-

14:30Agile working - does this make youthe “best in class”

Tim Goulding,Aster

14:30-

15:15Stigma in SocialHousing

Daidre Dillon, BA Housing Policy andPractice year 1,

London South BankUniversity

Samuel Asamoah, HNC Housing Studies year2, London

South BankUniversity

Jonathan Zoil, BA Housing Policy andPractice year 2,

London South BankUniversity

15:15-

16:00Give your brain a hand. How to think and

share ideas differently: A taster workshop

using the LEGO® SERIOUS PLAY® method and

materials.

Ben Mizen, Ideas Alchemy ConsultingLimited



Day One – Wednesday 6th March

Introduction - Terrie Alafat, CIH

The State of the Nation inc. Shelter

Empowering Tenants

www.cih.org/presentations/totalhousing2019

http://www.cih.org/presentations/totalhousing2019

http://www.cih.org/resources/PDF/Event pdfs/Hayley Pdf's/Total Housing/Big Picture Theattre - Day One.pdf


Day One – Wednesday 6th March

Introduction - Terrie Alafat, CIH

The State of the Nation inc. Shelter

Empowering Tenants

The Future of Regulation inc. RSH

Implementing Building Safety Hackitt p76, p113-121

Handling Complaints

Evening Networking


http://www.cih.org/resources/PDF/Event pdfs/Hayley Pdf's/Total Housing/Big Picture Theattre - Day One.pdf

http://www.cih.org/resources/PDF/Event pdfs/Hayley Pdf's/Total Housing/Development and Asset Management - Day One.pdf

Brighton Beach Shelter

CIH Brighton Conference 2019

Day Two of the Housing Conference

Thursday 7th

March

THURSDAY 7 MARCH - PROGRAMMESATA GLANCE

Click here to view the complete programmes with session descriptions

The bigpicturetheatretheatre

theatre

theatreHousingmanagement Fringe


10:15 How far should we takedigital engagement?

Rich Denyer-Bewick, operations director,

Citizens Online


11:15 How we’ve tackled domestic abuse -a showcase of good practice (including CIH PresidentialAppeal)

Jim Strang, CIHpresident

Philonmena Azu, nationaldevelopment

manager,DAHA


13:00 Gearing up your housingmanagement services to support tenants across health andhousing

Sharon Collins, director, SharedVentures

Patrick Fowler, sharedVentures

13:45 Generic or specialist socialhousing managementmodels?

Jess Page, interim director of housing,Women’s Pioneer

HousingLtd


15:00 Tenant empowermentand engagement

Matt Campion, chief

executive, Shepherds

Bush HousingGroup

Final speaker to beconfirmed

15:45 End of daytwo

09:30 Chair’swelcome

09:45 How we get affordable homesbuilt where they are neededmost

Jackie Jacob, general managerhousing

programmes, HomesEngland


11:00 Driving innovationthrough procurement

Matthew Baxter, managing director,echelon

Consultancy

11:45 How digital services aretransforming social

housing repairs and maintenance

Cem Savas, co-founder,Plentific

Niamh Murray, project

manager, Notting Hill

Genesis

12:15 Gearing up for development - developing

the skills and capacity in yourorganisation

Tom Titherington, executive director,

development and commercial,Sovereign


13:30 Delivering an asset management

strategy that drives your ambitions

Richard Medley, founder, HousingDynamics


15:15 Towards a “new” Decent Homes Standard

John Kiely, director,Savills

David Weatherall, head of policy,Energy

SavingTrust


16:15 End of daytwo

09:30 Chair’swelcome

09:45 CIH presidentialaddress

Jim Strang, CIHpresident

10:00 Brexit - the impact on the housingcrisis

Robert Grundy, head of housing,Savills

Jonathan Portes, professor of economics and public

policy & senior fellow,UK in a changing europe King’s

College,London


11:30 Can we really endhomelessness?

David Bogle, chief executive,Hightown

HousingAssociation

Francesca Albanese, head of researchand

evaluation,Crisis

Melanie Rees, head of Policy,CIH


13:30 Tackling the stigma attached to socialhousing

Melanie Rees FCIH, head of policy andexternal affairs,CIH

Aileen Evans, chief executive, GrandUnion

Housing Group

Jenni Hill,ARCH


14:45 Making Sense of Complexity

Professor David Snowden, chiefscientific

officer, CognitiveEdge

15:45 How to build an organisationyour customersLOVE

Oke Eleazu, chief operating

officer, Bought ByMany


16:45 End of daytwo

10:00-

10:30

Future Proofing yourcareer

Valerie Rowles, career Innovation

10:30-

11:00The housing sectorimage

Melanie Rees FCIH, head of policyand

external affairs,CIH

Steve Hayes, head of communications,WM

Housing Group

11:00-

11.30My career in housing - AileenEvans

Aileen Evans, group chief executive, Grand Union

Housing Group & vicepresident,CIH

11:30-

12.00

How to position yourself fora promotion

Jess Page, interim director ofhousing,

Womens Pioneer HousingLtd

12.00-

12.30Why sharing success is vital for the sectorsworkforce

Ben Farquharson, NiyaaPeople

14.00-

14:40The Homes for Cathy group – housingassociations working together to endhomelessness

David Bogle, chief executive,Hightown

Housing AssociationLtd

ChrisHancock,head of housing,Crisis


14:45 End of daytwo

Day Two – Thursday 7th March

Meeting - Water Rates Rebates are easy

Domestic Abuse , p48 Introduction, DAHA

Tackling the stigma attached to social housing

Making sense of Complexity, Prof. David Snowdon

Building an organisation your customers love

Safety group at Kensington Town Hall



Cobra Effect photo not online at CIH, slide titles

Cost v Benefit & Value for Money

4 seminars simultaneously, gaining/imparting knowledge

Handful of residents from all areas

High Charges by CIH, RBKC/Tenant/Speaker Discount

Not prebooking/booking cheaper Hotel/Travel

Feedback of Conference delegate list & slides quickly

Local v National, not as high level as Manchester

No tenant charge for Manchester exhibition/fringe

seminars £500 v £1500.

Brighton good for a 1st time delegate & staff members

Busman’s holiday after RBKC meetings, no seaside/360

Carnations Next to Belongings

CIH Conferences, Slide from Feb TCC

• Regional Brighton- due imminently 6/7th March 2019

• Costs £600 per delegate including accommodation-

two day event

• CiH National Conference Manchester 25-27th June

2019

• Costs minimum £1500 per delegate three day event.

• (£500 for fringe conference & exhibition, 3 for 1)

Heads up briefing for whoever goes to Manchester

National knowledge – affordability/inequality crisis

Eyes of the world on Kensington & Chelsea, not RBKC

“person on the Clapham Omnibus”

Think on their feet in real time

Challenge costs & value( on the spot

Lead debate and keep the lead

Value for money representation of RA not TCC

(Forward planning for 2020 conferences from July 2019)

My proposal: 2 (1+1?) full delegates, 3 fringe, 1 Cllr (full)

Randomly Picked v Fairly Elected Delegates

Housing Management

Draft Repairs Policy Consultation

Gary Wilson

Consultation Team Manager

Royal Borough of Kensington and Chelsea

020 7361 3616

[email protected]

Analysis of survey with residents of

Council owned properties

May 2019

Introduction

Introduction

The Council has a duty as a landlord to repair and maintain its properties. The Council is committed to providing safe, sound

and comfortable homes which function and meet or exceed health and safety requirements and to delivering a high quality,

responsive repairs service that provides value for money. During the past few months, a draft Repairs Policy has been

developed with residents who were part of a Customer Services/Complaints Task and Finish Group. The group have reviewed

all aspects of this draft policy and their feedback has been incorporated where appropriate. Once the draft policy was

developed, we were keen to offer residents of Council owned properties the opportunity to give their views on the proposed

policy.

Methodology and report

The draft policy was posted or emailed (dependant on residents’ preferences) to all residents of Council owned properties.

Alongside the policy, a survey was sent to capture residents’ views. The survey was available in both paper and online

formats. The survey took place in April and May 2019 and 792 responses were received by the closing date.

This report analyses those responses. Graphs show percentage figures. Where percentages do not add up to 100 per cent,

this may be down to computer rounding, where respondents have chosen not to answer a particular question or where

respondents have been able to select more than one answer.

Appendices

Appendix one contains data tables of results and appendix two contains details of all comments made by respondents in

relation to open questions in the survey. This is available as a separate document.

AcknowledgementsThe Council would like to thank residents that took the time to take part in the exercise and

gave their views.

Survey Results: At a glance

A total of 792 respondents completed the survey by the closing date, a summary of responses can be seen below:

• Previous repair policies: Before receiving the current draft policy, just over a quarter (27 per cent) had read a

repairs policy before.

• Ease of understanding and finding information: Over three-quarters (79 per cent) found the draft Repairs Policy

‘clear and easy to understand’. Almost three quarters (74 per cent) felt that ‘it was easy to find the information they

were interested in’.

• Obligations: Just over three-quarters (77 per cent) indicated that they ‘understood their repair obligations as a

tenant’. The majority (84 per cent) indicated that they understood ‘the Council’s repair obligations as a landlord’.

• Knowledge before reading the policy: Around four in ten (39 per cent) knew that ‘the Council could adapt their

property to accommodate changing circumstances’. Over a third (36 per cent) knew ‘about the repair categories and

response times’. Under a quarter (23 per cent) knew ‘which repairs the Council charges for’. The majority (61 per

cent) did know that ‘they need permission to carry out home improvements and alterations’. Around a fifth (19 per

cent) knew about the ‘Handy Person Service’.

• Support for the draft policy: Over three-quarters (77 per cent) indicated that they support the introduction of the

draft Housing Repairs Policy.

• Reasons for not supporting the policy: Respondents that did not support the introduction of the draft policy were

asked why this was. Themes attracting the most comments included ‘do not understand the policy/policy needs

translating’ and ‘responsibilities of tenant compared to Council’.

• Other comments: Respondents were given the opportunity to comment further. The top themes of comments

included ‘suggested additions of aspects to be covered or clarifications needed in the policy’ and ‘repairs are not

completed or not completed satisfactorily’.

Survey Results: Previously read a Repairs Policy

Respondents were asked if they had ever read a Repairs Policy before receiving the draft.

• Just over a quarter (27 per cent) indicated that they had read a Repairs Policy previously.

• However, the majority (61 per cent) had not and 12 per cent did not know if they had.

Base: All responses (792)

Survey Results: Ease of understanding and finding information

Respondents were asked about aspects of the policy.

• Over three-quarters (79 per cent) of respondents felt that the draft policy was ‘clear and easy to understand’.

• However, around one in ten (11 per cent) did not and nine per cent responded neutrally.

• Almost three quarters (74 per cent) of respondents felt that ‘it was easy to find the information they were interested

in’.

• However, one in ten (10 per cent) did not and 12 per cent responded neutrally.

Base: All responses (792) Base: All responses (792)

Survey Results: Obligations

Respondents were asked about their understanding of the draft policy.

• Just over three-quarters (77 per cent) indicated that they ‘understood their repair obligations as a tenant’.

• However, six per cent did not and nine per cent responded neutrally.

• The majority (84 per cent) indicated that they understood ‘the Council’s repair obligations as a landlord’.

• However, five per cent did not and eight per cent responded neutrally.


Survey Results: Knowledge before reading the policy

Respondents were asked, before reading the policy, did they know about various aspects of the service.

• Around four in ten (39 per cent) knew that ‘the Council could adapt their property to accommodate changing

circumstances’. However, almost half (49 per cent) of respondents did not know this.

• Over a third (36 per cent) knew ‘about the repair categories and response times’. However, almost half (49 per cent)

did not.

• Under a quarter (23 per cent) knew ‘which repairs the Council charges for’. Over half (57 per cent) did not.

• The majority (61 per cent) did know that ‘they need permission to carry out home improvements and alterations’.

However, just over a quarter (26 per cent) did not.

• Around a fifth (19 per cent) knew about the ‘Handy Person Service’. However, almost two-thirds (63 per cent) did

not.


Survey Results: Support for the draft policy

Respondents were asked if they supported the introduction of the draft Repairs Policy.

• Over three-quarters (77 per cent) indicated that they support the introduction of the draft Housing Repairs Policy.

• However, five per cent did not and 16 per cent responded neutrally.


Survey Results: Reasons for not supporting the policy

Respondents that did not support the introduction of the policy were invited to explain why. The comments made

have been grouped together by theme. The most common themes are presented in the table below.

All comments can be seen in appendix two. Some examples of comments made are provided on the following page.

* Themes shown with three or more comments

Theme of comment* Number of

comments

Do not understand the policy/policy needs translating 9

Responsibility of tenant compared to Council 8

Repairs are not completed or not completed satisfactorily 7

Request for repairs/improvements 7

Council's obligation to repair 6

Waiting times for repairs is too long 4

Cost - cannot afford to pay 3

In favour of the policy 3

Regular Council inspections of properties/maintenance 3

Survey Results: Reasons for not supporting the policy

I have a brain injury and some of it is

difficult to understand

I didn't understand this form, because I need it

in Arabic, my English is very weak.

I am not opposed to this Policy but there

appears to be a number of things which

TMO completed as the Landlord, have now

been passed to the tenant, however it

should remain the role of landlord.

Because they never sort my problems.

TV aerial left laying on roof,

after two major works.

Do not understand the policy/policy

needs translating

Responsibility of tenant

compared to Council

Repairs are not completed or not

completed satisfactorily

Request for repairs/improvements

I ask the housing association for repairs

to my flat for years and nothing

happened.

Council's obligation to repair

I don't agree with this introduction. it

should be the landlord's responsibility

to carry out the works as tenants are

already paying rent.

It is not clear to me.

Survey Results: Other comments

Respondents were given further opportunity to comment on the draft Repairs Policy. The comments made have

been grouped together by theme. The most common themes are presented in the table below.

All comments can be seen in appendix two. Some examples of comments made are provided on the following page.

* Themes shown with five or more comments

Theme of comment* Number of

comments

Suggested additions of aspects to be covered or clarifications needed 24

Repairs are not completed or not completed satisfactorily 23

Request for repairs/improvements 22

In favour of the policy 10

Length of time taken to repair 10

Leaseholder responsibilities 8

Responsibility of tenant compared to Council 7

Timing of repairs to suit those that work/appointment slots too wide 5

Survey Results: Other comments

One question, are the entrances of the

buildings in the Worlds End Estate included in

the repair policy.

At the moment the roof repairs contractors are

not up to professional standards and very

unreliable. I will not recommend them to anybody.

Regarding planned maintenance, does it

include boundary fences and walls?

Gutters haven't been cleared in years. Roof

never been cleared (water). Security doors

in Darfield Way health and safety issue.

Suggested additions of aspects to be

covered or clarifications needed

Repairs are not completed or not

completed satisfactorily

Request for repairs/improvements In favour of the policy

I am very grateful for the draft Repairs

Policy and I am looking forward to the

finalisation.

New windows - very draughty, wood rotten

Danvers Street.

I have been waiting for a window to be

replaced since last October 2018.

Length of time taken to repair

Leaseholder responsibilities

How long will the removal of aerial and

redundant dishes take!

Please clarify long leaseholders vs

Council tenants.

Survey Results: Demographic information


In order to monitor responses, respondents were asked some

demographic questions. Results can be seen on the following

pages. All additional comments can be seen in appendix 2.

• Six in ten respondents (60 per cent) have a secure tenancy.

Almost a quarter (24 per cent) did not know.

• Over a third (36 per cent) had been a Council tenant for

between 21 and 40 years and 18 per cent for more than 40

years.

• Over half (56 per cent) had called the repair service

between one and five times in the last 12 months.



• Over half of respondents (57 per cent) were female, with 38

per cent male.

• The majority (90 per cent) indicated that their gender

identity was the same as they were born with.

• Almost half (48 per cent) of respondents indicated that they

were 65 or older. Almost a quart (24 per cent) were aged 55

to 64.



• Over half (52 per cent) of respondents indicated that they

were White; 13 per cent indicated they were from a Black or

Black British background.

• Just over half (55 per cent) indicated that English is their

first language. However, this was not the case for 40 per

cent of respondents.

• Over half (52 per cent) of respondents indicated that they

are Christian with 14 per cent Muslim.


Base: Those answering ‘yes’

to previous question (347)

• Two-thirds (66 per cent) of respondents indicated that they

were heterosexual/straight.

• A total of 44 per cent of respondents indicated that they had

a long term illness, health problem or disability. Slightly less

(41 per cent), do not.

• Of those answering ‘yes’, over half (57 per cent) indicated

they had a mobility impairment and almost a quarter (24 per

cent) indicated that they have a mental health issue.


Compensation Policy Review – Why?• Last reviewed by TMO – November 2015

• Lack of clarity/guidance for staff and residents

• Inconsistent approach across service areas

• Seemingly high level of payments – responsibility for how

residents’ money is spent

• Housing Ombudsman – dispute resolution principles not

reflected: Be fair, Put things right, Learn from outcomes

• Simplify the process for both residents and staff

• Put residents in the position they would have been in had no

service failure occurred

How Did We Consult?

• TCC presentation

• Formal consultation Dec 2018

• Task & Finish Group: Oct 18 – May 19

• Local Meetings

• Housing Ombudsman

• Broad support for changes

KEY CHANGES

• Limit on discretionary payments reduced from £2000 to

£1000 and criteria set

• Removed overall cap on compensation payments

• Policy now directly refers to major service failures and

compensation for lift breakdowns, heating and hot water

failures

• Policy now recognises distress to residents and is

included in the criteria for discretionary payments

• Compensation payable to residents for lift failures

regardless of what floor they live on

• Current timescales for claiming compensation restricted to

3 months – this remains the same but when linked to a

formal complaint timescales are linked to the duration of

the complaint

• Current policy states that any compensation payments

should be offset against rent arrears - discretion should

now be applied and actual costs reimbursed if not doing

so would cause additional financial hardship.

• At the service manager’s discretion, in some cases costs

can now be paid in advance i.e. cost of running a

dehumidifier or portable heater.

• Loss of rooms/utilities/amenities - the current calculations

for compensating for loss of rooms, utilities or amenities

are based on a set amount per day. This will now be

changed to a percentage of the rent, which is fairer and

reflects the different levels of rent charged.

• Betterment works now offered as an alternative to

compensation payments.

• Current policy gives no qualifying period for what is

‘reasonable’ notice for cancelling an appointment – 2

working days will now be required – if this does not

happen residents eligible for compensation

• Compensation for loss of only/all WCs higher than for loss

of a second WC

TCC terms of reference –

consultation questions ▪ Our ambition is to achieve world class engagement

where:

o Every resident will have opportunity to have their say

o No major policy decisions will be made without being

shaped by the views of residents

o All services are co-designed with residents

o Progress will be regularly reviewed and evidence

collected to show improvements

▪ Consultation via individual residents and discussions at

local meetings


consultation questions • What are the important issues that the TCC should be

considering at meetings?

• What should be the council be doing to support the TCC?

• What should residents be doing to support the TCC?

• Residents associations will be entitled to send 2 delegates

to TCC meetings, one of whom must be a tenant. Do you

agree?

• Who should chair the TCC? Should this be a resident? A

Councillor and a resident?

• How many representatives should the HOMES group

have at TCC?


consultation questions ▪ Who should chair the Homes Group? Should this be a

resident? A Councillor and a resident?

▪ To be recognised by the council and to be entitled to send

delegates to TCC local associations and compacts

should:

o Have an appropriate constitution

o Operate in an open and inclusive manner

o Hold at least 3 meetings and an AGM

o Produce minutes of meetings and annual accounts and

ensure that these are available to all residents

• What do you think?


consultation questions

• Who should attend the Task& Finish groups?

• Should there be a maximum of 2 reps per

association / compact as for TCC, one of whom

should be a tenant?

• Should HOMES be subject to the same formula?

• Do you think that the minutes of the meeting

should be a summary of the key issues and

agreed actions or verbatim?

• Do you have any other comments?

Resident Engagement

Strategy

People and Communities

Our starting point…….

RBKC Leadership and Housing Management is

committed to working with our residents to:

• shape high level strategic thinking and decision

making

• co-design, deliver and improve services

• Influence and feedback on policies

• Must look and feel different from the past

Our ambition is to achieve ‘best in class’

engagement between Residents & council • Closely aligned to the TCC terms of reference

• Every resident will have the opportunity to have their say

in which ever way works best for them (menu)

• All major policy decisions will be shaped by the views of

residents

• A commitment to detailed consultation on capital works

programmes

• Opportunities to scrutinise and challenge performance

• All frontline services co-designed with residents

• Monitoring & evaluation – what difference have we made?

Engagement that ….

• Is part of our DNA…..its what we do…

• Is both local and strategic – and relevant

• Prioritises the things that matter most to residents

• Supports new and existing RA’s and Compacts

• Meets regulatory requirements

• Puts effort into engaging with hard to reach groups

• Encourages meaningful & respectful conversations

• Has a positive impact on communities

Looking for new ways to consult & co-create with residents

• Online feedback

• Social media, text messaging, survey monkey

etc – being more efficient & responsive

• Seal of approval ( ‘you said, we did’)

• Training along side staff as well as bespoke

training (ASB training coming soon!)

• Making the most of residents skills, knowledge

and talent

Looking for new ways to consult & co-create with residents

• Special Interest Groups e.g. Disability Forum,

Procurement, Homeownership

• Topic specific surveys e.g. Void standards

• Task & finish groups - ASB, Repairs, Estate services

• Project Groups ( e.g. Trellick Tower, Adair & Hazelwood)

• Looking outwards - sharing good practice, visiting other

housing providers, conferences, workshops

• Resident Conference …..coming soon….

Community Partnerships

• Using customer profile information to identify

gaps in provision and reach all sections of the

community

• Youth Offer (draft)

• Community Chest £££

• Peer support

• Identifying & supporting local entrepreneurs

Community Partnerships

• More emphasis on the education, wellbeing

& the arts

• Extending partnerships to lever in benefits

for residents (including employment and

training)

• Works closely with other RBKC

departments

• Obtain Value for money – do more with less

What happens next?

• New Head of Service joins us on 17th June

• Will work collaboratively with you to develop

these themes into a strategy

• Induction planned – will meet RA’s and partner

organisations

• Top priorities – strategy, team restructure &

outcome focussed performance

Any Questions

Tree Pruning and Tree Removals

• Since becoming part of the Council we will contact

residents/RA’s before any works undertaken. (This was

not always the case under the TMO)

• If trees are in a dangerous or unsafe condition i.e.

branches are hanging from the tree or the tree is in

imminent danger of collapse, work may have to be carried

out immediately without informing residents. However

this is unusual.

Tree Pruning and Tree Removals

• Many of the trees are in Conservation Areas so if we need

to carry out works we have to apply to RBKC Planning for

permission who will approve what works can be

undertaken. This statutory process normally takes about 6

to 8 weeks.

• Much of the tree pruning works takes place as a result of

residents/RA’s contacting us with specific requests.

• All the trees are mapped and described on GIS

Tree Pruning and Tree Removals• Trees on estates are checked regularly for health and

condition by the grounds maintenance contractors both of

whom have qualified arboriculturists. If work is

recommended then we will inspect the trees and see if the

work is required or appropriate.

•

• John Gaffney also inspects tree as part of his monitoring

of the Grounds Maintenance Contract and if tree growth

need reducing because it is too close to a building or it is

blocking light he will request price quotes for the

appropriate pruning.

•

Forward Plan

Report TCC Leadership/Key

Decision

Commercial Properties June N/A

Heating charges Consultation June TBC

Annual Report TBC

Future Meetings

Tuesday 25 June 2019

Thursday 25 July

Presentation to Tenants Consultative Committee 29 May 2019 t… · Future Proofing yourcareer...

Documents

Transcript of Presentation to Tenants Consultative Committee 29 May 2019 t… · Future Proofing yourcareer...