Issue - meetings

Samantha Shimmon, Assistant Director for Housing and Health, presented the report, noting that an appendix to the report provided the Performance Report for Q1 of the 2025-26 year.

In response to questions, it was clarified that complaints submitted without a prior service request were first treated as service requests rather than formal complaints.

The Board discussed whether there were identifiable patterns of service failures which, if addressed, could improve performance and reduce the overall number of complaints. Members also suggested that it would be useful to receive comparative data against previous years to assess trends and progress.

Prior to closing the meeting, the Board noted with sadness the passing of John Marais, a former Tenant and Leaseholder representative member of the Housing Scrutiny Committee, and expressed gratitude for his significant contributions over the years.

Councillor Gerri Bird, Executive Councillor for Housing, introduced the report.

Cabinet discussed and noted:

• Fire safety and compliance by tenants.
• Suggestions were made to allow tenant representatives to accompany officers when access was difficult. Fire safety compliance by tenants was also discussed.
• The Chair of the Performance, Assets and Strategy Overview and Scrutiny Committee advised Cabinet that a Task and Finish Group would be established to review housing services, including consideration of out-of-hours coverage.

RESOLVED:

1.    To note the Housing Service’s year-end performance results in operational delivery, health and safety, customer satisfaction and engagement.

2.    To note the report on damp, condensation and mould as at June 2025, and the measures being put in place to help combat DCM in tenants’ homes.

3.    To note the results of the 2024-25 Tenant Satisfaction Measures (TSM’s), from customer perception (Tenant Satisfaction Survey) and management data.