TENANTS AND LEASEHOLDERS PANEL To: Councillors Alison Butler, Justin Cromie, Sean Fitzsimons, Tony Harris,

Patricia Hay-Justice, Michael Neal and Sue Winborn

A Meeting of the TENANTS AND LEASEHOLDERS PANEL will be held on WEDNESDAY 1 FEBRUARY 2012 at 6.30pm in the THE COUNCIL CHAMBER,

THE TOWN HALL, KATHARINE STREET, CROYDON Contact Officer: Margot Rohan Julie Belvir, Council Solicitor and Senior Members’ Services Manager Monitoring Officer, Director of Legal Tel: 020 8726 6000 and Democratic Services Ext. 62564 Taberner House e-mail: margot.rohan@croydon.gov.uk Park Lane Croydon CR9 3JS 23 January 2012 Note: Refreshments for Panel Members will be available in Room F4 from 6.00pm Declarations of Interest In accordance with the Council’s Code of Conduct, Members of the Council are reminded that it is a requirement to declare interests which are Personal or Personal and Prejudicial, where appropriate. This should be done by completing the Declaration of Interest Form (at the back of these agenda papers or available at the meeting) and handing it to the Clerk at the start of the meeting. The Chair will then invite Members to make their declaration orally at the commencement of the Agenda item to which it relates. Completed declaration forms will be placed in the Register of Members’ interests.

AGENDA

1. Welcome and Introductions

2. Apologies for Absence

3. Minutes of the Meeting held on Tuesday 11 October 2011 – circulated (PAGE 3)

4. Matters Arising

5. HRA & Rent setting 2012-13 – Keith Robbins/Dave Higgins (Finance

Manager) and Peter Brown (Director of Housing Needs and Strategy)(see report attached PAGE 9)

6. Proposals to change the Housing Allocation Scheme – Rebeccah Clews

(Service development manager)(see report attached PAGE 17)

7. Housing Service Inspectors’ Report (Caretaking) – Housing Service Inspectors (see report attached PAGE 21)

TLP 20120201A 1

TLP 20120201A 2

8. Restructuring of Croydon Landlord Services – Dave Sutherland (Managing Director Croydon Landlord Services)(see report attached PAGE 23)

9. Digital Reception to Apartment Blocks (previously Integrated Reception

Systems) - Bob Richardson (Head of planned maintenance and improvements) (see report attached PAGE 29)

10. Consultation on TSA’s Revised Regulatory Framework – Chris Stock

(Resident Participation Manager)(see report attached PAGE 33)

11. Tenant Scrutiny Update – verbal update from Chris Stock (Resident Participation Manager)

12. Parking Charges on Council Estates – verbal update from Dave

Sutherland (Managing Director Croydon Landlord Services)

13. Feedback – a) London Tenants’ Federation – Michael Hewlett b) Mayor’s Housing Forum - Michael Hewlett c) ARCH – Michael Hewlett d) TSA Residents’ Group - Michael Hewlett e) Croydon Voluntary Sector Alliance (CVSA) – Guy Pile-Gray

f) Croydon Congress – Marilyn Smithies g) All Ages Inter-generational Conferemce – Sian Foley

h) Resident Involvement Champions – Chris Stock

14. Any Other Business

15. Dates of Future Meetings – all in the Council Chamber, Town Hall, Croydon at 6.30pm

• Monday 2 April 2012 • Tuesday 24 July 2012 • Tuesday 2 October 2012 • Wednesday 6 February 2013

Agenda Item 3 Tenants’ & Leaseholders’ Panel

1 February 2012

TENANTS AND LEASEHOLDERS PANEL Notes of the Meeting held on Tuesday 11 October 2011 in the in the Council

Chamber, Town Hall, Katharine Street, Croydon.

Present: Liz Reeves (Chair), Michael Hewlett (Vice-Chair), Marion Burchell, Mark Burrell, Janet Callingham, Peter Cooper, Bob Dean, Howard Devereux, Sylvia Fletcher, James Fraser, Margaret Jones, Jim Mansell, Peter Mason, Lawrance McDowall, David Palmer, Julian Paine, Guy Pile Grey, John Piper, Steve Pollard, Marilyn Smithies, Maureen Symes, Laurence Taylor, Bob Varney, Kim Wakely and Eric Webb

Councillors: Alison Butler, Sean Fitzsimons, Tony Harris, Michael Neal and

Dudley Mead (Deputy Leader (Statutory) and Cabinet Member for Housing, Finance and Asset Management)

Observers: Dave Sutherland (Director of Housing Management Services), Sian

Foley (Head of Safe & Sustainable Communities), Tim Nash, Judy Pevan (Stock Investment Manager), Chris Stock (Interim Head of Performance & Quality Assurance), Nigel Sutton (Special Project Manager), Elaine Wadsworth (Head of Housing Strategy, Commissioning & Standards) Tenants: Riki Clarke

Note taker: Margot Rohan (Senior Members’ Services Manager) Declarations of Interest : None

1. Welcome and Introductions The Chair welcomed all to the meeting.

2. Apologies for Absence Apologies were received from Jean Dunstan, Paul Phillips, Jamil Tarik, Colin Wood and Peter Brown (Director of Housing Needs & Renewal). Cllr Sean Fitzsimons sent apologies for late arrival.

3. Notes of the Meeting held on Tuesday 4 July 2011 The Notes of the meeting held on Tuesday 4 July 2011 were agreed as a true record of the proceedings.

4. Matters Arising None.

5. Social housing reform/self financing Elaine Wadsworth (Head of Housing Strategy, Commissioning & Standards) gave a presentation, which can be viewed on the website: www.croydon.gov.uk/democracy/dande/minutes/tlpanel/tlp11/111011a

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Agenda Item 3 Tenants’ & Leaseholders’ Panel

1 February 2012

• Changes to: o Social housing regulation o How new homes are funded? o How social housing is allocated? o Tenure and mobility o Housing benefit

• People who claim housing benefit may not be able to get all their rent paid. Difficult to accurately assess the impact at this stage, but likely to lead to some homelessness and to migration of households from central London, where rents expensive, to lower cost areas such as Croydon.

• Benefit caps will relate to the market rents in the area and to household circumstances. From 2013, when universal credit is introduced, the maximum household benefit per year will be £26,000

• Government grant for building new social homes has been reduced; housing associations will in future charge higher rents (affordable rents) to meet the shortfall. The council will continue to work closely with housing associations to ensure they find Croydon an attractive borough to build in.

• Government giving local authorities more power in deciding who goes on housing register

• Social landlords will be able to rehouse people on flexible (fixed-term) tenancies in future, the aim being to increase turnover and help more people, and to use social housing to help people to get on their feet before moving into the private sector

• Housing revenue account - taking on a debt under new system so do not have to make annual payments into the national subsidy system

• Consultation: o Housing Strategy 28 November Stakeholder Conference o Shadow Health & Wellbeing Board in December o Allocation Policy – workshop and focus groups o Strategic Tenancy Policy – Tenant Conference March 2012 o HRA & Rent-setting – TLP in February

The following issues were raised: • New housing policy – people who make themselves deliberately homeless – will

they be counted? Elaine Wadsworth: Policy unlikely to change, so they would not be rehoused. People will be persuaded to stay where they are and wait until housing available. • What is actual number on housing list?

Elaine Wadsworth: Nearly 10,000, after taking off the bottom band. When we carry out consultation, we will be asking whether we should be realistic and not register applicants with no chance of rehousing. • Central Government has taken no account of increased unemployment and cuts

in public service so is government being realistic in expecting landlords to cut their rents?

• What about disabled etc who cannot pay their way? Elaine Wadsworth: There may be some protection for certain groups. Do not know full implications yet. The benefit restrictions relating to under-occupation will not affect older people. Single room rate restrictions will not apply to some vulnerable people.

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Agenda Item 3 Tenants’ & Leaseholders’ Panel

1 February 2012

• Under-occupancy – will they be offered alternative accommodation? What about those who lose their jobs and fall into benefits and then cannot afford rent for their home in which they have been a long time?

Elaine Wadsworth: Anyone over 60 will not be affected. Those in work may have benefits cut and may not be able to afford larger homes – no different from those in the private sector. • With a sudden rush of people buying properties, there will be even less council

stock. Cllr Dudley Mead: Te council now builds housing itself and, since this new programme began, we have built over 100 new homes with a further 41 completions next year. The programme includes bungalows which are used to attract under-occupiers to downsize. There has to be a balance with 9,000 people on waiting list and many overcrowded families; we have to encourage people to move from larger properties but we are not going to push people out of their homes.

6. Balcony standards Nigel Sutton (Special Project Manager) summarised the report: • To get best enjoyment out of housing without causing danger to others • Consulted with London Fire Brigade • Tried not to be over restrictive • Hope to improve safety and appearance on estates • Dos and don’ts listed in report • If code accepted will publicise it • Photos of appropriate and inappropriate use of balconies can be viewed here:

www.croydon.gov.uk/democracy/dande/minutes/tlpanel/tlp11/111011a The following issues were raised: • Objection to sheets and duvets dangling over balconies • Some balconies had glass put round and people hang washing out on

coathangers with washing blowing all over the place Nigel Sutton: Code covers this – washing must be within confines of balconies • If chairs stacked but light, can get blown over the top in a wind – dangerous. • What about balconies accessible from outside flats?

Nigel Sutton: Code is to address issue of private balconies where people use to store items which can cause fire hazard. • Bird feeders – are they acceptable?

Nigel Sutton: Trying to discourage people from feeding pigeons. • Satellite dishes – if come above level?

Nigel Sutton: This has not been covered. Should be part of tenancy agreement. • Who will be responsible for policing it and what will happen to those who break

the code? Nigel Sutton: Tenancy officers and Tenancy Audit Team will police. If someone fails to comply and seriously breaches tenancy conditions, then the council can apply to courts for repossession. • What about people without balconies hanging things out of windows.

Nigel Sutton: Tenancy conditions do cover areas about drying clothes. If causing a hazard or nuisance then they will be investigated. • Loud music

Nigel Sutton: Could be added as example but covered under tenancy agreements. • Number of flowerbeds on estates and residents dry washing on airers stuck in

flowerbeds.

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Agenda Item 3 Tenants’ & Leaseholders’ Panel

1 February 2012

Nigel Sutton: That is covered in conditions of tenancy. We will investigate.

The Panel agreed code was acceptable.

7. Update on decent homes Judy Pevan (Stock Investment Manager) summarised the report:

• As of 31 March Standard was met • Continuing to deliver kitchen and bathroom programme • Focusing this year on 1000 houses for external decorations

8. Update on Energy and environmental sustainability strategy action plan

Judy Pevan (Stock Investment Manager) gave a brief summary of the salient points: • State of the Environment Report 2010 – commitment to reduce carbon

emissions – report can be viewed on the website: www.croydon.gov.uk/contents/departments/environment/pdf/sereport.pdf

• Continuing to improve overall SAP (Standard Assessment Procedure) rating • Key achievements – funding and new initiatives

9. Resident youth provision panel

Sian Foley (Service Development Manager) gave a verbal report: • 19 September meeting to look at relationship between new locality groups and

resident panel structures • Keen to get representation from local community - Cllrs, voluntary groups etc • Discussion on how to link to current panel structure • Proposal agreed at meeting – 2 resident panel reps and one officer attending

each of 5 locality groups to share information and identify gaps • 10 residents and 10 young people to come together as group • Youth Provision budget £125,000 • Group will review needs and identify gaps in services and feedback • Recommendations by Youth Provision panel for sign off by Dave Sutherland • Further discussions at one of future Intergenerational Steering Group meetings • 27 October meeting for Youth Provision Panel – to decide how residents and

young people will be selected • How long does it take to implement any suggestions which go through

committee? Sian Foley: Engaging young people is often a challenge. We work closely with partners in youth service. Good meeting last night – 20 young people gave their views. We want to be sure that what we are delivering is what they want on their estates. Anybody who wants to be in the Steering Group should come along. We want a balance and try to be flexible about venues and times of meetings. Transport will be provided if difficult to get to Crystal Palace Football Club.

10. Reorganisation of landlord services – Development of tenant working group Dave Sutherland (Managing Director Croydon Landlord Services) gave a verbal report:

• In process of looking at divisions in housing management service – restructuring – not too radical

• Intending to work with small group of volunteers (4-6), to get input and shape structure

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Agenda Item 3 Tenants’ & Leaseholders’ Panel

1 February 2012

• 2-3 meetings • Volunteers: Liz Reeves, Michael Hewlett, Guy Pile-Grey, David Palmer, John

Piper, Eric Webb, Peter Cooper, Jim Mansell, Marion Burchell, Steve Pollard • New ways of working – using technology – handhelp computers, working in real

time in people’s homes – save money and make services more accessible • Aim to provide services in most cost effective way

11. Feedback from External Organisations

London Tenants’ Federation (LTF) – Michael Hewlett gave feedback from latest meeting:

• Report to go out with minutes in future • Localism Bill – holding conference Sat 26 November in Euston – 5 members

from each group – FREE (Peter Cooper volunteered to attend) Mayor’s Housing Forum – Michael Hewlett:

o No meetings – next one Friday 15 Dec ARCH – Michael Hewlett:

o Regular meetings – next meeting Deputy Ombudsman to spell out changes in procedures of complaints

o Grant Schapps (Housing Minister) felt Ombudsman dealing with too many frivolous complaints – so adding a democratic filter

TSA Residents’ Group - Michael Hewlett:

o Social Housing and Localism Bill o Next meeting 18 November

Croydon Voluntary Sector Alliance – Guy Pile Grey:

• Last meeting concerned with aftermath of riots • To find out causes and put in strategies to provide support to prevent repeat • Workshops – lot of good ideas • Croydon Xpress – very good presentation – young people doing very positive

work in Croydon • Report due out to detail findings

Croydon Congress – Marilyn Smithies:

• Next meeting 20 October All Ages Inter-generational Conference – Sian Foley:

• Renamed ‘All Ages Event’ • Steering Group met and agreed conference start point – equal number of

young people and adults • To discuss what affects young and old • Sessions for young people in summer • Last night 20 young people and Marilyn Smithies attended meeting • Comments made at conference shown to young people • Arranging series of events for young people and adults, both separately and

together – next 6 weeks • To be advertised in Open House – flyers and posters

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Agenda Item 3 Tenants’ & Leaseholders’ Panel

1 February 2012

8

Resident Involvement Champions – Chris Stock: o National network – Croydon leads London o Meeting of officers hosted in City of London on scrutiny – good practice o Set up network for scrutiny panels across London o 3 people left team on secondment – Verna Francis has been replaced by Liz

Collins; Ciara Goodwin, on secondment for a year has been replaced by Gemma Smith starting in couple of weeks; Sheila Thomas now in team

12. Any Other Business

• Letter regarding visitors’ parking permits – following Traffic Management Cabinet Committee (TMCC) meeting, agreed changes to be made – decided Council to adopt scratch card system. Till now estates able to buy business permit for £10pa. New system £12 for a book with only 5 permits. Outrageous increase. Tenants were not consulted. Who made the decision?

Dave Sutherland: The decision was taken at TMCC. Residents’ permit up to £25 but residents will only be charged £10. Will be happy to bring report to next meeting and get someone from service to explain. Cllr Alison Butler: Anyone concerned should take issue up with local councillors. Michael Hewlett: Use the complaints procedure. Cllr Michael Neal: I will pass on comments to relevant councillors and get feedback for the next meeting. • Shadow Healthwatch want feedback – pass any concerns to Guy Pile-Grey.

13. Dates of Future Meetings – all in the Council Chamber, Town Hall, Croydon

o 1 February 2012 o 2 April 2012

There being no further business the meeting closed at 8.34pm

Agenda Item 5

9

TENANTS’ & LEASEHOLDERS’ PANEL 1 February 2012

Lead Officer(s): Directors of Housing Management and Resources

Wards: All Agenda Item:- 5 Subject: HOUSING REVENUE ACCOUNT RENT, SERVICE CHARGE,

GARAGE RENT AND BUDGET SETTING – 2012/13 1. DRAFT RECOMMENDATIONS The Panel is asked to comment on: 1.1 Rent increases for all Council tenants for 2012/13, in line with the

National formula for social housing rents. The average rent increase will be 8.0%;

1.2 That the full cost of services provided to those tenants who receive

caretaking, grounds maintenance and bulk refuse collection services are recovered via tenants’ service charges, this being achieved with a 6.1% increase;

1.3 Charges for garage and parking space rents increase by 8%; 1.4 Heating charges for Council tenants remain unchanged, see detailed in

Appendix 2; 1.5 To recommend to the Council the approval of the budget for the Housing

Revenue and Capital Accounts for 2012/13. 2. EXECUTIVE SUMMARY 2.1 This report provides information on the proposed rent increase for Council

housing tenants for the financial year 2012/13 and other charges for tenants for 2012/13.

2.2 The report also provides information on the Housing Revenue Account (HRA)

budget for the financial year 2012/13 (Appendix 1). 3. HOUSING REVENUE ACCOUNT 3.1 The HRA is the main business account for the housing service. It continues to

be a ring-fenced account, funded primarily from tenants’ rents. The services provided to tenants, for example: responsive repairs, management services and caretaking are paid for from this account.

Agenda Item 5

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3.2 Long term financial planning is based on the HRA 30 year business plan which

is updated annually to reflect actual expenditure, changes in stock numbers and financial projections.

HRA Self-Financing 3.3 The Localism Act received Royal Ascent in November 2011 and included the

replacement of the national HRA subsidy system with a system of self financing from 1 April 2012.

3.4 Croydon’s Housing Revenue Account (HRA) currently makes annual payments

into the national housing subsidy system. In 2011/12 this will amount to £16.2m. The subsidy system will be replaced by an allocation of the national housing debt, known as the self financing valuation. For Croydon this means taking on additional debt of £224.9m which will need to be repaid over 30 years by the HRA.

3.5 The ‘valuation’ is based on 30 year subsidy calculations for Croydon,

discounted to a current value. Rather than make an annual subsidy payment the Council will borrow money to make a one off payment to Government. This loan will be financed and repaid from the HRA. Essentially, rather than an annual system that redistributes rental income there will be a one off redistribution of national HRA housing debt.

3.6 The 30 year calculation is based on governments assumed levels of income

and expenditure requirements for each stock retaining local authority over the next 30 years. The spending needs are significantly higher than those in the current subsidy system and government believes that this approach to costs will give all local authorities more money to spend on managing, maintaining, improving and increasing their stock than currently.

3.7 After self financing is introduced the financial position of the HRA will be more

predictable and provide a stable basis for long term planning. 4. HRA Budget – 2012/13 4.1 The attached Appendix 1 provides a draft budget for the HRA for 2012/13. 4.2 The main changes proposed to the HRA for 2012/13 are identified below. The

budget will ensure that existing services are maintained and allows for an increased level of investment in the repair and improvement of homes.

4.3 Increases in Rent

o As in previous years the rent increase for Council Tenants has been set in accordance with the National Social Rents policy (Government’s Rent Restructuring guidelines). The self financing settlement assumes that the Rent Restructuring guidelines are followed.

o Under current legislation, rents are being increased to the Formula Rent,

with the aim of converging the levels of council rents with those of housing association rents by 2015/16. Both rent and service charges are covered by housing benefit.

Agenda Item 5

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o The rent increase for 2012/13 has therefore been applied according to

Rent Restructuring Guidelines. Rent and service charge increases are limited to retail price index (RPI) at September 2011 + 0.5% + £2. The September 2011 RPI was 5.6%.

4.4 Negative Subsidy

o Under self financing there is no negative subsidy in 2012/13. This change has been incorporated in the calculation for Appendix 1.

4.5 Service Charges

o The unpooled service charge for caretaking, grounds maintenance and bulk refuse collection will increase in line with the rent restructuring guidelines (excluding the additional £2). The charges for 2012/13 will therefore be:

• Caretaking – £7.26pw • Grounds maintenance and refuse collection – £1.88pw

4.6 Heating Charges

• Only a small number of tenants use communal heating systems and are charged a fixed weekly amount for the gas they use. Apart from the Handcroft Road Estate all other schemes are sheltered schemes for elderly people. The way in which Croydon purchases energy changed in 2009 and as a result heating charges will not be changed from 2011/12. See Appendix 2 for details on weekly heating charges.

4.7 Garages and Parking Spaces

• The rents for garages and parking spaces in 2012/13 will increase in line with dwellings rents by 8%.

5 Draft housing investment programme 5.1 The table below sets out the summary of proposed expenditure in 2012/13

compared with 2011/12. In total, the resources for all purposes – responsive repairs, major repairs and improvements, and measures to increase housing supply, have increased by £11.029m to £41.062m.

Table 1 Housing Supply 2011/12

£000 2012/13

£000 Assisted Private Purchase Scheme (APPS) 250 500 Special Transfer Payments 180 250 Larger Homes 100 100 New Build Council Housing 2,100 3,750 Sub-Total 2,630 4,600 Repair and Improvements 14,212 23,271 Total capital expenditure 16,842 27,871 Responsive and Cyclical Repairs Budgets 13,191 13,191 Grand Total 30,033 41,062

Agenda Item 5

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6 Draft Repair and Improvement Programme 6.1 It is proposed that the annual repairs and improvement budget, which is used

for maintaining homes at the decent home standard and for other major works to our stock such as external decorations, will be £23.271m, an increase of £9.051m since 2011/12. The Government’s decent homes target – that 100% of social homes should meet the standard by 31 March 2011 – was met on time for the council’s stock. We will continue to invest in our properties to ensure they are maintained at this standard over time.

6.2 The proposed resources for responsive and cyclical repairs will remain at £13.191m. The total cost of responsive repairs was increased in 2011/12 partly due to the increased number and cost of repairs and partly due to a realignment of work between responsive repairs and programmed works. The current level of funding is sufficient to meet the repairs requirements and it is proposed that this budget remains at 2011/12 levels.

7 Housing Supply 7.1 The housing revenue account has traditionally been used to fund a number of

supply initiatives to increase the council’s housing stock or make better use of the existing stock. These supply measures will enable the council to meet demand from homeless households as well as from tenants who need to move because of overcrowding or other reasons.

7.2 The council has had in place a small new-build programme since 2008. The

latest phase (Phase 2) is projected for completion in March 2011 and is providing 70 new homes, bringing the grand total to date of 102. Self-financing would allow for a modest new-build programme over the next few years. It is proposed that £3.75m is allocated to new development although this includes a contribution of £0.25m from non-HRA sources such as the new homes bonus.

7.3 The Assisted Private Purchase Scheme budget will increase to £0.5m from the

current £0.25m. This scheme assists qualifying council tenants to purchase a home in the private sector. The special transfer payments scheme, which provides financial help to under-occupying tenants who move to smaller homes, would increase from £0.18m to £0.25m.

8. FINANCIAL AND RISK ASSESSMENT CONSIDERATIONS 8.1 Revenue consequences of report recommendations

Medium Term Financial Strategy

2011/12 2012/13 2013/14 2014/15

HRA Budget Current Budget 71,294 76,816 Effect of Decision 71,294 76,816 Not known Not known 0 0

Agenda Item 5

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8.2 The financial considerations are contained in the main body of the report and a high-level summary of the Housing Revenue Account for 2012/13 is provided at Appendix 1.

8.3 Although the council is borrowing an additional £224.9m, the loan is at a fixed

low rate of interest, meaning the HRA will not be susceptible to changes in interest rates. The main risk areas in the Housing Revenue Account are the responsive repairs and programmed works budgets. A well-established monthly monitoring process is in place to assist in the management of expenditure in these areas. There is also a risk that there will be an increase in the level of arrears as a result of the rent increase, combined with the changes in the housing benefit under the government’s welfare reforms. Mitigation of this impact is dealt with in paragraph 12 below.

8.4 The development of financial plans for the Housing Revenue Account has involved the consideration of a range of options for investment in Council homes including further investment in existing stock as well as the building of new homes.

8.5 The Housing Revenue Account 30 Year Business Plan Model has been

updated to reflect the self financing settlement and will be reviewed and updated every 12 months.

(Approved by Paul Heynes, Head of Finance - Department of adult services and health and housing)

9. COMMENTS OF THE COUNCIL SECRETARY AND SOLICITOR AND

MONITORING OFFICER 9.1 The Solicitor to the Council comments that under the Housing Act 1985 (the

Act) the Council has the power to determine reasonable charges for its tenancies and leases, and is required by the Act to review these from time to time and to make such changes as circumstances may require.

9.2 In accordance with the Act the process for varying the rent and charges for

secure tenancies and leases is determined by the terms of the tenancy agreement or lease, while for non-secure tenancies section 25 specifies the procedure to be followed. The Council is required to give tenants’ written notice of the proposed changes to their rental.

(Approved by: Jessica Stockton for and on behalf of the Director of Democratic and Legal Services, Council Solicitor and Monitoring Officer)

10. HUMAN RESOURCES IMPACT 10.1 There are no immediate Human Resource considerations for LBC staff arising

from this proposal. 10.2 (Approved by: Michael Pichamuthu, HR Business Partner, on behalf of Pam

Parkes, Director, Human Resources & Organisational Development)

Agenda Item 5

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11. CUSTOMER IMPACT 11.1 The HRA budget for 2012/13 includes a rent increase of 8.0%, and increases in

service charges of 6.1%. Charges for rent and service charges are eligible for Housing Benefit.

12. EQUALITIES IMPACT 12.1 The increase in rent of 8.0% will have an impact on current tenants. The

increase is in line with the National Social Rent Policy which was introduced to keep rents affordable and comparable across the social housing sector. By adhering to the National Social Rent Policy tenants are protected from excessive rent increase by the limits and caps imposed by those guidelines and the full increase is eligible for Housing Benefit. This rent increase will ensure the HRA is properly funded in 2012/13.

12.2 Mitigation of the impact of the rent increase on tenants who are not in receipt of housing benefit will be in the form of advice on welfare benefits, budgeting and debt management from both the income officers responsible for rent collection and the four welfare rights advisers dedicated to advising council tenants in order to ensure that people claim benefits to which they are entitled and maximise their available resources, for example through reducing their heating bills.

12.3 The effect of self-financing and the rent increase is a higher level of investment in new housing supply measures and in improving the council’s existing stock which will have a positive impact on many groups with protected characteristics because they are more dependent than average on social housing.

13. ENVIRONMENTAL IMPACT 13.1 New homes funded by the council are subject to regulatory requirements in

terms of scheme design and protection for the environment. All new council homes will be built to Level 4 of the Code for Sustainable Homes.

13.2 The Housing Department’s Energy and Environmental Strategy 2008-2012 is a key investment priority within the repair and improvement programme. This strategy sets out clear targets for the reduction of CO2 emissions and to improve affordable warmth for residents through improved insulation and installation of central heating.

14 CRIME AND DISORDER REDUCTION IMPACT 14.1 There are a range of measures within the council’s repair and improvement

programme that support the council’s wider objective to improve community safety. These include installation of security entry door systems to flats, environmental improvements including CCTV and improved lighting, and a targeted security door programme.

Agenda Item 5

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15 HUMAN RIGHTS IMPACT 15.1 There are no human rights considerations arising from this report. 16 FREEDOM OF INFORMATION/DATA PROTECTION CONSIDERATIONS 16.1 The information contained in this report will be accessible as part of the

Council’s Publication Scheme maintained under the Freedom of Information Act, while information held by the Council supporting the report may also be accessible under that Act subject to consideration of any relevant exemptions.

Report author: Paul Heynes, Head of Finance - DASHH, Ext 65500 Contact Officer: Keith Robbins, HRA Finance Manager, DASHH, Ext 65750 Background Documents: None

Agenda Item 5

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Housing Revenue Account 2011-12 Appendix 1 Original Draft Budget Budget Increase/ 2011-12 2012-13 (decrease) £,000 £,000 £,000

EXPENDITURE Management - General 15,529 21,556 6,027 Management - Special 8,344 7,562 -782 Maintenance and Repairs 13,191 13,362 171 Major Repairs Allowance 12,042 16,035 3,993 Capital Financing 4,968 11,865 6,897 Revenue Contribution to Capital Outlay 800 6,186 5,386 Provision for Doubtful Debts 250 250 0 Payment clawed back by the Government 16,171 0 -16,171 71,295 76,816 5,521

INCOME Dwelling rents and Service Charges 67,661 73,212 5,551 Garage rents 1,336 1,390 54 Other Charges 2,290 2,206 -84 Interest on Council Mortgages 8 8 0 71,295 76,816 5,521 DEFICIT / ( SURPLUS ) B/F -800 -1,200 -400 DEFICIT / ( SURPLUS ) C/F -1,200 -1,600 -400 Average Rent ( 50 Week year ) including unpooled Service Charges

£92.22 £99.59 £7.37

Numbers of properties 14,024 14,093 +69

% Increase including unpooled Service Charges 69.40% 5.57% Increase £2.07 £0.28

Agenda Item 6

TENANTS’ & LEASEHOLDERS’ PANEL 1 February 2012

Lead officer: Director of housing needs and strategy Wards: All Agenda item: 6 SUBJECT: PROPOSALS TO REVISE THE HOUSING ALLOCATION

SCHEME 1 RECOMMENDATIONS

1.1 The report advises the panel of proposals to revise the council’s housing

allocation scheme and asks the panel to note the consultation timeframe. 2 SUMMARY

2.1 This report summarises proposals to revise the council’s allocation scheme with

the overall objectives of developing a scheme which balances meeting housing need and supporting community sustainability, is fair and can be seen to be fair and makes best use of available resources. These proposals have been developed taking into account feedback from consultation events in 2010, reforms within the Localism Act and Welfare Reform Bill, and with the support of a consultation group that included Tenant and Leaseholder representatives.

3 BACKGROUND

3.1 There are a number of drivers for change:

3.1.1 Central government reforms: The government is embarking on a number of social housing reforms, reported to the last Tenant and Leaseholder Panel. One of these reforms is the freedom to determine who qualifies to join the council’s housing waiting list. The allocation scheme proposals set out the council’s response to this freedom.

3.1.2 Feedback from local consultation: A number of consultation events took place in 2010 in which residents expressed their views on: perceptions of the existing scheme and allocation priorities. The allocation scheme was broadly viewed as fair and respondents supported the groups currently prioritised within the allocation scheme. There was support for prioritising other groups, particularly low income workers to help them get on their feet. Respondents were quite clear that, where applicants faced little or no chance of getting housing that they should be told at the outset and provided with information on other options.

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Agenda Item 6

3.1.3 Supply and demand: The number of applicants and tenants on the housing waiting list has been growing, both locally and nationally. There are currently 10,196 applicants on the waiting list, consisting of 1494 tenant transfer and 8702 other applicants. The total number of social housing allocations projected for 2011/12 is 826 comprising: 110 sheltered (13%), 198 one bedroom (24%), 328 two bedroom (40%), 168 three bedroom (20%) and 22 (3%) four or more bedroom homes.

3.2 The key proposals that we are consulting on include: changing how we assess reasonable preference, reducing the number of offers, supporting balanced communities by building an element of recognition for working households and others who contribute towards the community and introducing a number of qualification rules for the waiting list:

3.2.1 Changing how we award reasonable preference: local authorities are and will continue to be required by legislation to give reasonable preference or a “step up” to applicants in certain housing circumstances; for example overcrowding and medical conditions made worse by existing housing. A number of reasonable preference criteria can be interpreted in different ways and the proposed scheme will change how we assess reasonable preference to better reflect local housing circumstances. Applicants will then have a clearer idea of whether they are likely to receive an allocation of social housing from the outset. All applicants will be required to assess themselves prior to application and will be provided with information on relevant housing options. The proposals include:

Overcrowding: adopting the occupation criteria in the Welfare Reform Bill – this will mean that some applicants will be considered to be less overcrowded than previously or will no longer be considered to be overcrowded and therefore, ineligible for housing.

Applicants living with family or friends: no longer qualifying for reasonable preference as a matter of course as they do now. Instead they will be provided with options advice directly or through an online self-help tool. They would only qualify if assessed as homeless and have made their own arrangements rather than pursue a homeless application.

Applicants living in shared accommodation: no longer qualifying as a matter of course.

Applicants with low level medical or welfare needs: no longer considered to have reasonable preference and would be provided with alternative housing options.

Move on from care and supported housing: would be recognised as a reasonable preference category for applicants ready for independent living, be in need of medium to long-term rather than short-term tenancy support and have a vulnerability that would be affected if required to live in the private rented sector.

Foster carers and adopters: the proposed scheme will support the council’s work with children and families by giving priority for approved foster carers and adopters needing to move.

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Agenda Item 6

Disincentives to applying as homeless: the proposed scheme will recognise that private sector rented accommodation used as temporary accommodation meets homeless households’ immediate housing needs and will place them in the lowest reasonable preference band.

3.2.2 Reducing the number of offers: we are consulting on reducing the number of offers to two for the majority of applicants and one offer of social housing for homeless households, with the option for one further discretionary offer made in exceptional circumstances.

3.2.3 Rewarding working households and those making a community contribution: Building an element of recognition or reward for contribution to the community through work or other activity through increased priority for those who have reasonable preference is a means to achieve balanced and sustainable communities and was one of the themes emerging from consultation in 2010. We are consulting on recognising the following groups:

Working households: households who satisfy certain qualifying criteria and can provide documentary proof

Members of the armed services: our definition will taken into account Croydon’s commitment to the armed services covenant

Training: Applicants or tenants who have taken part in recognised programmes to get back into training or employment.

Volunteers: Volunteering for a registered charity or tenant organization for a qualifying period of time, with checks conducted by housing staff.

Good tenancy record: The above will only be applied where tenants have a clean tenancy record for a qualifying period. This would cover rent arrears, other tenancy conduct, crime and anti-social behaviour.

3.2.4 Qualification for the housing register: setting criteria for classes of people who may or may not qualify determines who is in or out of the allocation scheme, irrespective of need. We will consult on the following criteria:

Residency in borough of at least 12 months: respondents to the 2010 consultation were clear in their views that social housing should be first and foremost for Croydon residents. A minimum residency period of 12 months is proposed with exemptions for: members of the armed forces recognized through the community contribution award, pan-London mobility scheme (which Croydon has signed up to) and consideration could be given to waiving residency for older applicants requiring retirement accommodation, moving to give or receive support and, applicants with employment within the borough.

Applicants on more than one waiting list: we are consulting on disqualifying applicants if they registered on other council’s waiting lists.

Household income: An upper household income limit of £40,000 is proposed

Household assets: An upper threshold of £50,000 for capital assets is proposed.

Refusals: Applicants who had refused all reasonable offers would be disqualified for a set time period.

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Agenda Item 6

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Poor tenancy record: Social housing tenants with housing related debts, a recent history of poor tenancy conduct, a record of anti-social behaviour or involvement in certain criminal behaviour (for example, violent crime). These criteria would be qualified by the severity of the conduct, the period of time since the conduct had elapsed and whether circumstances had changed since the conduct took place.

3.3 Timescale: consultation launched in December 2011 and will continue to the end of February 2012, including: a questionnaire available online and at Council offices and stakeholder focus groups. Implementation of the scheme will be subject to democratic approval and it is anticipated that a revised allocation scheme will be taken to Cabinet in June 2012. It is not anticipated that the scheme will be fully implemented before late 2012.

4 EQUALITIES CONSIDERATIONS

4.1 We will give due consideration to the local authorities equalities duties in conducting the consultation exercise and will seek identify issues for protected groups and ways to ensure fairness through this process. A full equalities impact assessment will be conducted and it’s findings presented when the revised allocation scheme is presented to Cabinet.

Report author: Rebeccah Clews, service development manager, housing strategy team Contact person: as above

Agenda Item 7

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TENANTS’ & LEASEHOLDERS’ PANEL 1 February 2012

Lead Officer: Executive director of adult services, health and housing Wards: All Agenda Item: 7

Subject: - Housing Services Inspectors’ Report 1. RECOMMENDATIONS 1.1 The Panel is asked to comment on the housing services inspectors’ report

before it is presented to the Departmental Management Team to agree an action plan.

2. SUMMARY

2.1 The attached report details the findings and recommendations for service

improvements of an inspection carried out by the housing services inspectors of the housing caretaking service.

3. BACKGROUND 3.1 The Resident Involvement Team has developed a group of tenants who have

been trained to carry out detailed inspections of housing services and make recommendations for service improvements.

3.2 As agreed with this Panel the inspectors carried out an inspection of the

housing caretaking service during the autumn of 2011. 4. DETAIL 4.1 The methodology, findings and recommendations are detailed in the report

drafted by the inspectors (see appendix A). 4.2 Before the inspectors report their findings to the Departmental Management

Team (DMT) they wish to share their report with the Panel. Subject to any additional comments and amendments by this Panel the report will be presented to DMT and an action plan agreed and published. The implementation of this action plan will be then be monitored by the newly formed Housing Scrutiny Panel.

__________________________________________________________________ Report Author: Chris Stock, Resident Involvement & Scrutiny Manager, Ext. 62864 Contact Person: As above

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Agenda Item 8

TENANTS’ & LEASEHOLDERS’ PANEL 1 February 2012

Lead Officer: Managing Director of Croydon Landlord Services Wards: All Agenda Item: 8 Subject: Reorganisation of Croydon Landlord Services

1. RECOMMENDATIONS 1.2 The Panel is asked to comment on the proposed CLS reorganisation.

2. BACKGROUND

The Council has introduced various programmes and projects in recent years which have generated opportunities for us to reshape the way we deliver our housing management service that will enable us to get closer to our customers, improve customer satisfaction, enable staff to work in a streamlined management structure and for us to provide an efficient and effective service taking us forward to meet future challenges. The new structure embraces a number of key change features. • Step change • Layers and spans • Unification • New ways of working • Culture change

2.1 Step Change

As part of developing the Council’s Target Operating Model it was decided that the housing landlord role as a service provider would be retained in-house but the functions would be separated from the client role. This would enable Croydon landlord services to be held properly to account for performance as any other provider and to demonstrate its ability to provide high quality value for money services. In June 2011 the Housing management directorate became Croydon landlord services and a number of job title changes were introduced at a senior level. On 1 November 2011, Croydon Landlord services commenced operating under a formal service level agreement.

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Agenda Item 8

2.2 Layers and spans

The step change programme also looked at the need to ensure there are consistent management spans of control and that there are not too many layers of management hierarchy across the council. A report was produced in January 2011 by DMA consultancy concerning Layers and Spans in DASHH. The report identified over-layering in three service areas within housing management; • Responsive repairs (Repairs technical manager and Senior repairs officer) • Planned maintenance and improvements (Chief Engineer and direct reports) • Neighbourhood services ( Neighbourhood service managers and direct reports)

As a result, proposed changes to the structure were put forward and accepted by the Layers and Spans Board in November 2011. The new structure has been developed using the guidance recommended for effective layers and spans of control.

2.3 New ways of working

‘Transforming Our Space’ is a programme that is modernising the Council by updating our technology and working environments so that staff can work more easily, efficiently and flexibly. This will also enable us to be a high performing organisation by investing in mobile working in order to work more effectively and achieve excellence in customer service. The availability of mobile technologies such as laptops and PC tablets/notebooks will enable staff to be as mobile as possible and be able to access back office systems from multiple locations. This means staff will be able to deliver services directly to customers in their own homes and to capture and send back information to customer information systems in ‘real time’.

2.4 Unification

The move to the new Public Service Delivery Hub (now known as Bernard Weatherill House or if an earlier move to Davis House becomes viable), presents an additional opportunity to streamline how we work and also to modernise. The new building will have less occupancy and less storage and this means increasing the use of electronic document storage and retrieval and moving to the new ways of working for a number of staff. The main impact will be moving the district based landlord service teams from Strand House and New Addington. However, it is proposed that the new generic Access Croydon hub at New Addington will deal with initial housing enquiries whereas the proposed new CALAT reception at Strand House will sign post housing service users to Taberner House. Both offices will have touch down facilities including access to interview rooms. Residents who have mobility or special needs difficulties and customers who need to be seen in an office environment by appointment will be the main focus for officers using these facilities. Unification will impact on the matrix responsibilities which were previously introduced to manage continuity of service delivery across three district teams working from district offices. There will no longer be a need for officers to have matrix responsibilities or matrix meetings as managers will be working together from a central location. However managers already have responsibilities for leading in specific areas of the service and this principle will be continued.

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Agenda Item 8

2.5 Culture change

For some time we have been introducing service delivery improvements which work towards putting the customer first, resolving customers’ issues at the first point of contact, improving customer satisfaction and reducing complaints. Our strength in meeting performance targets and the delivery of these quality services has been based on the principle of having specialist teams. We are standing by this principle in the new service structure but recognising the need to achieve a more seamless service delivery focused on the customer. The reorganisation and the introduction of new mobile working technology and data access systems opens up an exciting possibility of going the extra mile to enable front line staff to ask the customer the question “is there anything else I can help you with today” and then to be able to sign post customers to the relevant services. The contact experience presents this opportunity to identify that customers have needs that may benefit from other services or to use the contact to convey information to customers. By maximising the resources invested especially in the home visit we will not only achieve efficiency savings but increase customer and job satisfaction. Visiting officers will be encouraged to be observant of the customer and the property and to use a check list to highlight whether there are signposting, reporting or information needs that need addressing. All staff within Croydon landlord services will be encouraged to embrace the ability to maximise the technology available when responding to customer contact. This has been reflected in the updated role profiles for staff.

3. PROPOSED CHANGES IN THE STRUCTURE

As a consequence of the layers and spans review, a number of posts have increased levels of responsibility for staff management and supervision and for decision making. Some new posts have been created and some old ones deleted. Some minor changes are being made to Responsive repairs and Planned maintenance and improvements services but these are outside direct the scope of this restructuring.

3.1 Landlord services- Heads of service

At service head level there has been a net reduction of one head of service post. A new post, Head of tenancy and estate services and a new head of Income and lettings will have strategic service responsibilities. A big challenge for these post holders is to drive forward the Council’s Step Change agenda though the delivery and management of the service adopting new ways of working.

3.2 Head of Tenancy and estate services

This is a new post with strategic responsibility for Tenancy management, Caretaking and Neighbourhood Wardens and a Tenancy and Estate services co-ordinator. In addition to managing the strategic planning and delivery of a comprehensive range of housing management and estate services to Council tenants and leaseholders, the post holder will provide professional expertise and direction in the development of high quality services. This will ensure that statutory and performance requirements are met.

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Agenda Item 8

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A new resource of Tenancy and estate services co-ordinator, reporting to the Head of Tenancy and estate services, will line manage three new Estate inspector posts. Securing improvements in the delivery of cleaning standards, Streetscene estate services, grounds maintenance and window cleaning contracts will be a key aim for the post holders. The posts will also provide a resource to work with tenancy and estate services teams and the Managing Director to develop new initiatives, policies and procedures and to coordinate services with the other heads of service.

3.3 Head of income and lettings

This is a new post with strategic responsibility for the planning and delivery of a comprehensive range of income and letting services to Council tenants and leaseholders. The post has responsibilities reflecting the importance of maximising the efficient letting and income recovery from the housing stock and will demand professional expertise and direction in the development of high quality services to ensure that statutory and performance requirements are met.

3.4 Head of Service development

Last autumn the span of the Service development team was extended to include five new posts in the Tenancy audit team and a new post of Project manager. The restructuring consolidates these changes and provides additional resources to support the development of key projects. The Head of service development has a strategic role in developing the safe and community engagement agenda across the Council’s housing estates with specific focus on vulnerable and under represented groups within the community.

4. STAFFING NUMBERS WITHIN EACH PROPOSED SERVICE AREA

Service New Structure Tenancy and Estate services 114 Income and lettings 50 Service development 28.1 Responsive repairs 36 Planned maintenance and improvements 33 Total 261.1

Summary of proposed new and deleted posts

New Posts Deleted posts Head of Tenancy and Estate Services Head of Landlord Services x 3 Head of Income and Letting services Neighbourhood Service Managers x 3 Tenancy and Estate Services Co-ordinator Caretaking Managers x1 Estate inspectors x 3 Warden Manager x 1 Lettings Manager x1 Senior lettings officer x1

Agenda Item 8

5. THE CURRENT STRUCTURE

Managing Director CLS

Head of Landlord Services-North

Head of Landlord Services-East

Head of Landlord Services-(S-C)

Service Development

Head of ResponsiveRepairs

Head of Planned Maint. & Improvements

Tenancy Manager

NS Manager

Income Manager

Lettings Manager

Tenancy Manager

NS Manager

Income Manager

Lettings Manager

Tenancy Manager

NS Manager

Income Manager

Lettings Manager

Service DevelopmentProject Manager

Sustainable Communities Man.

Service Charges Manager

Housing Legal TeamManager

Debt Recovery

Repairs Payment Manager

Tenancy Audit Manager

Responsive repairs Project Manager

Repairs technical Manager

Repairs Support Manager

Voids Manager

Members &Residents

Housing DSO Manager

Operations Manager(Mears)

Operations Manager

Chief Engineer

Surveying Manager

Consultation Manager

Partnering Project Manager

Tenders & ContractsOfficer

Programme Officer

ASB Enforcement Mgr.

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Agenda Item 8

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CLS Managing Director

Head of Tenancy and Estate Services

Head of Income and Letting Services

Head of Service

Head of Responsive Repairs

Head of Planned Maint. & Improvements

Tenancy and Estate Services Co-ordinator

Tenancy Manager

Tenancy Manager

Tenancy Manager

Caretaker Manager

Caretaker Manager

Caretaker Manager

Caretaker Manager

Caretaker Manager

Income Manager

Income Manager

Income Manager

Lettings Manager

Lettings Manager

Debt Recovery Manager

Sustainable Communities Manager

Legal Team Manager

Service Development Project Manager

Leasehold and

Tenancy Audit Manager

Repairs Technical Man.

Repairs Services Man.

Voids Manager

Members & Residents Manager

DSO Manager

Project Development Manager

Operations Manager Mears

Operations Manager Mitie

Partnering Contracts Manager

Surveying Manager

Gas Safety Contract Manager

Building Services Man.

Consultation & Resident Liaison Manager

Tenders and Contracts Officer

Programme Officer

Warden Manager

ASB Enforcement Manager

Warden Manager

6. THE PROPOSED NEW STRUCTURE

TENANTS’ & LEASEHOLDERS’ PANEL 1 February 2012

Lead Officer: Director of adult services, health and housing Wards: All Agenda Item: 9 Subject: INTEGRATED RECEPTION SYSTEMS (DIGITAL TELEVISION

AERIALS)

1. RECOMMENDATIONS 1.1 The Panel is asked to note that it is the Council’s intention not carry out any

further provision of communal aerial systems ahead of the national digital switchover and to endorse the approach to deal with any blocks where problems may subsequently arise.

2. SUMMARY 2.1 This report gives a brief background to the Council’s previous decision to

upgrade the communal analogue television aerials to digital by providing an IRS, and sets out why the Council does not intend to invest in any further such work to other blocks ahead of the digital switchover.

3. BACKGROUND 3.1 Several years ago we carried out and completed a programme of replacing all

the Council owned and maintained analogue television aerial systems fitted to various blocks in advance of the Government deadline for switching the analogue signals off. This was to ensure that we were still able to offer those tenants who benefited from a Council owned and maintained analogue aerial system a television reception service, once the analogue service had been discontinued.

3.2 The IRS to each block consisted of a new digital dish and aerial receptors

coupled with “head end” equipment which distributed the signal to each dwelling via a single cable to a three way outlet within each flat.

3.3 A single cable was installed as this was, at that time, the current standard

required to provide a signal to the decoder (‘set top box’) or digital television within the flat. The ‘set top box’ was to be provided by the resident as required.

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3.4 Although technical standards have moved on in recent years, the primary requirement was to ensure that residents would have access to all the “terrestrial” television channels that were available on the analogue system, eg BBC1, BBC2, ITV, Channel 4 and Channel 5. As a benefit, residents would also have access to the other “Freeview” channels broadcast via the satellite including various radio stations.

3.5 Whilst we met the original Government switch off target set (2008) the

Government did not meet this themselves and the analogue service is only now, slowly, being discontinued starting in the North of England/Scotland. The target is now to switch over to digital by April 2012 in the South East, including London.

4. DETAIL 4.1 A consultation exercise has been undertaken locally within the London area to

ascertain what other councils are planning, or have planned in respect to providing IRS to blocks which did not have original council owned systems. We consulted with 15 adjacent boroughs and received 12 returns. 58.33% of respondents are not planning to install IRS onto blocks which do not currently have a communal system. 41.67% are planning or have completed such an improvement although in some cases the provision is part of the conditions of tenancy. Overall, these results indicate that there is no general consensus about this issue.

4.2 We already have approximately 4180 individual flats in 212 blocks served by our

own digital Integrated Reception System (IRS). Residents have only to provide a ‘set top box’ to be able to decode and receive the signals. Most modern televisions now have this facility built in.

4.3 We estimate that there are 888 blocks of flats containing approximately 6533

individual dwellings which do not have a council maintained communal television aerial system and consequently would not have access to an IRS after switchover. However -

• Many of these blocks have a number of individual satellite dishes already fitted, and therefore already receive a digital signal.

• There are a substantial number of residents in blocks that are already connected to cable and these residents will be unaffected by the digital switchover.

• Many residents will be able to receive the new digital signal simply by adding an indoor aerial.

4.4 We do not know how many residents in total are included in the categories set

out in 4.3 above. For example Virgin Media cannot confirm how many of our residents are served by cable. However there is a belief that the majority of residents will not find the change to digital as difficult as was originally believed.

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4.5 It is assumed that council houses, by their very location already have access to, or will have easy access to cable television when the local cable company (now Virgin Media) installs cables into their street. Alternatively, householders would have ready access to satellite reception with a single small dish or to digital “Freeview” through an aerial mounted onto the roof or using an indoor aerial. Consequently, we do not consider that council houses are a concern.

4.6 We believe that it is prudent to not spend £1.25m upgrading all blocks when only

a limited number may suffer reception problems which cannot be addressed by the resident themselves adding an indoor aerial. Instead it is considered better value for money to restrict our programme expenditure to dealing with those blocks that do experience post-switchover problems on an ad-hoc basis within a reasonable period of time.

4.7 This may mean that we spend only £100K installing an IRS system into only

those blocks that have serious problems and these blocks will only become apparent after the switchover has taken place.

4.8 We do not intend to further upgrade any of the 212 blocks that have already

been fitted with a digital system as our sole objective is to ensure all residents can have reasonable opportunity to access the former terrestrial channels after the switchover takes place and this criterion is already met by the current digital installations.

5. FINANCIAL CONSIDERATIONS 5.1 We estimate that there are 888 blocks of flats containing approximately 6533

individual dwellings which do not have a council maintained IRS. 5.2 As a result of discussions with service providers and after investigations into

other frameworks, it is now estimated that to convert all of our remaining blocks to a communal digital aerial installation would cost approximately £1.25m.

5.3 Expenditure of £1.25m is not allowed for in the five year programme and were

such funding to be made available it would have to be at the expense of other work streams. There continue to be many competing demands against the repair and improvement budget.

6. EQUALITIES CONSIDERATIONS 6.1 Our most vulnerable residents living in sheltered and special sheltered

accommodation have already had their communal aerial systems converted to digital.

______________________________________________________________ Report Author: Bob Richardson Head of planned maintenance and improvements, Ext. 47286 Contact Person: Bob Richardson Head of planned maintenance and improvements, Ext. 47286 Background Documents: None

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Agenda Item 10

TENANTS’ & LEASEHOLDERS’ PANEL 1 February 2012

Lead Officer: Executive director of adult services, health and housing Wards: All Agenda Item: 10

Subject: - TENANT SERVICES AUTHORITY – REGULATION OF HOUSING

SERVICES 1. RECOMMENDATIONS 1.3 The Panel is asked to note this report and decide if it wishes to respond to the

Government’s consultation. 2. SUMMARY

2.1 This report summaries the Government’s proposed changes to the housing

regulatory framework introduced by the Tenant Services Authority. 3. BACKGROUND 3.1 From 1 April 2010 the Tenant Services Authority (TSA) became responsible for

the regulation of all social housing providers. Following consultation with tenants from across the country they published standards for housing services which they expect all social housing providers to meet.

3.2 The Government had previously announced that the TSA will be become part

of the Homes & Communities Agency (HCA) from April 2012. The TSA is proposing to make changes to the standards and the regulatory framework and is currently consulting on these proposals.

4. DETAIL 4.1 The six current regulatory standards now become seven with the splitting of

rents from the tenancy standard. In addition the seven standards are split between ‘economic’ and ‘consumer’ standards. It must be noted that the economic standards do not apply to councils due to the governance and regulatory arrangements already in place for councils. A table of the proposed standards can be seen in appendix A.

4.2 The tenant involvement and empowerment standard reflects the regulator’s emphasis on local mechanisms to involve tenants, scrutinise landlord performance and resolve complaints and disputes, and an increased scope for more tenant involvement in the management of repairs and maintenance. The principles of 'local offers' and annual reporting to tenants are retained.

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Agenda Item 10

4.3 The tenure elements of the tenancy standard change significantly with regard to the introduction of flexible tenancies, protection for existing tenants, and requirements for tenancy policies. The ‘most secure form of tenancy…’ wording in the current tenancy standard disappears and different lengths of tenancy agreement will be allowed. New expectations to promote mutual exchanges are introduced including subscribing to a provider who is part of Homeswap Direct.

4.4 Councils are still required to meet the relevant standards, with responsibility

falling clearly on the councillors who govern service delivery. However, except where there is a risk of serious harm to tenants (see below), it will be for councils to support tenants both to shape and scrutinise service delivery and to hold councillors to account.

4.5 The regulator will have a have a ‘backstop’ role in consumer matters. Having

set the service delivery standards within the framework, it will only intervene where it considers there is risk of serious detriment (or harm) to tenants. The draft framework sets out how it will define and operate the ‘serious detriment’ threshold, and how it will accept referrals of consumer issues that pass the threshold.

5. SUMMARY 5.1 The regulator’s proposals will mean that the council will be required to:

• Set up a robust framework to enable tenants to effectively scrutinise their housing services and hold their council to account.

• Continue to develop local service standards (local offers) with its tenants and enable these to be monitored.

• The council, together with its tenants, should complete an annual assessment of its performance against the agreed standards and summarise this in an annual report to tenants.

• The council should consult with its tenants, housing applicants and other stakeholders in the development of its tenancy strategy and allocations policies.

5.2 The council has already agreed a framework for tenant scrutiny with tenants and will keep this under review to ensure that it is accountable to tenants, and that tenants have the information and opportunities they need to hold the council to account and shape service delivery.

5.3 Consultation on the council’s tenancy and allocation policies is already

underway. 5.4 The TSA is seeking feedback on its proposals. Should this panel or any

individual tenant wish comment, the consultation period is open until 10 February 2012. Full details can be found at www.tenantservicesauthority.org

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Agenda Item 10

6. EQUALITIES CONSIDERATIONS 6.1 The TSA regulations require housing providers to treat all tenants with fairness

and respect. They must demonstrate that they understand the different needs of their tenants, including in relation to the seven equality strands and tenants with additional support needs.

6.2 The development of the Tenant Scrutiny Panel was subject of a detailed

equality impact assessment.

___________________________________________________________________ Report Author: Chris Stock, Resident Involvement & Scrutiny Manager, Ext. 62864 Contact Person: As above Background Documents: The regulatory framework for social housing in England from April 2010 – TSA March 2010. A revised regulatory framework for social housing in England from April 2012, a statutory consultation – November 2011

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Agenda Item 10

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Appendix A The new regulatory standards

. *The economic standards do not apply to local authorities.

Economic standards* (s.194 of the HRA 2008 as amended by the Localism Act)

Containing requirements relating to the following areas

Governance and financial viability • Governance • Financial viability

Value for money • Value for money Rent • Rent Consumer standards (s.193 of the HRA 2008 as amended by the Localism Act)

Containing requirements relating to the following areas

Tenant involvement and empowerment • Customer service, choice and complaints

• Involvement and empowerment • Understanding and responding to

diverse needs of tenants Home • Quality of accommodation

• Repairs and maintenance Tenancy • Allocations & mutual exchange

• Tenure Neighbourhood and community • Neighbourhood management

• Local area co-operation • Anti-social behaviour