To receive a presentation from Holly Sheppard, Contract Manager, Accent Housing.
Minutes:
The Committee received a presentation from Holly Sheppard, Contract Manager, in respect of the ongoing maintenance issues in relation to Accent properties within Surrey Heath.
Accent undertook circa 12,000 repairs per year for its properties within Surrey Heath. However, it was underlined that performance of the maintenance service was not as Accent expected or felt to be acceptable. Following an unsuccessful change of maintenance contractor, Axis Europe was appointed as Accent’s main maintenance contractor during November 2019. Going into March 2020, Axis Europe was carrying a large backlog of maintenance cases which had been inherited from Accent’s previous maintenance contractor, CHS. As a result of the emerging COVID-19 pandemic, during March 2020 an 8 week pause on non-routine repairs was implemented.
As a result of the pandemic, during the summer of 2020 a new backlog of repair cases emerged as a result of customers shielding, limited access to properties and national lockdowns. Furthermore, Axis Europe had experienced recruitment and retention issues in respect of operatives; and the maintenance programme had suffered from a lack of availability of materials as a result of Brexit. As it stood, there was a particular lack of availability in respect of timber, concrete and fencing.
Whilst it was targeted that all repairs would be completed within 15 days, during 2021/22 only 65.8% were completed within the targeted time period. On the other hand whilst, still not yet at the target mean average score of 4.5; reported customer satisfaction was at 4.18 during 2021/22. Furthermore room for improvement in respect of the repairs service was also underlined by the repair service experiencing a customer satisfaction (CSAT) score of 2.72. This was in contrast to the 4.75 average CSAT score which planned servicing cases managed to achieve between June 2021 and August 2021. In order to improve customer satisfaction, Accent met with its gas heating contractor, TSG Building Services, on a fortnightly basis to discuss implementation of its service improvement plan and to promote consistency on its repair quality.
Looking at an overview of cases which were being dealt with under the formal complaints process, there were currently 80 open complaints relating to 2.7% of properties. 74 complaints related to repairs or planned works. The remaining complaints related to lettings, grounds maintenance or colleagues. Only 3 complaints were currently with the Housing ombudsman. When any complaint was dealt with, Accent aimed for an early resolution and now only closed complaints when they received confirmation that the customer was satisfied with the repair service; and not just post-repair as previously.
Accent aimed to complete a large capital works programme during the 21/22 financial year, which totalled to £4.4 million and would make a total of 1,006 improvements to Accent properties including bathrooms, boiler, radiator and roof upgrades.
In respect of partnership working, Accent had supported the Trussell Trust’s ‘More than Homes’, campaign and offered arrears support to 200 customers. Locally Accent were represented on both the Community Support Working Group and the Old Dean, St Michaels and Watchetts Poverty Group and had housed 5 refugees in conjunction with the Council as part of the Afghan resettlement programme.
Arising from Members’ questions and comments the following points were noted:
· With reference to past problems with the heating systems at Cranmore Court, Accent were confident that its gas heating contractor TSG were ready and had enough capacity to adequately deal with any potential spike in heating and hot water related maintenance orders during the winter. During the winter, Accent also ran a 4 hour emergency repair service in relation to hot water and heating repairs. Accent also actively flagged vulnerable residents to its contractors; so TSG and its other appointed contractors were able to prioritise such cases.
· Councillors had received complaints that major works were conducted in an uncoordinated, piecemeal fashion and to a poor quality. Even though Accent had specific standards and specifications it had previously agreed with the contractor in relation to kitchen replacements; not all planned works were completed to a satisfactory standard. Customers had also reported that major works weren’t conducted simultaneously on a property, and thus exacerbating the associated disruption on its residents. In addition, Councillors had received reports of the contractors’ representatives suggesting that there was a different standard between private sector repairs and an Accent Housing repair.
· There had previously been an issue experienced by Cranmore Court residents, when upgraded combination boilers had been installed and found to be incompatible with the existing older central heating system. In response to this all radiators in Cranmore Court properties had been surveyed, and replaced where needed, in addition to the removal of any 3 port valves.
· It was felt that in the event of a future lockdown and when undertaking contingency planning, Accent should look to open its properties’ communal lounges quicker than it did during previous lockdowns. It was suggested that communal lounges offered a safer place to meet than a local café or pub.
· Better communication and customer service featured heavily in Accent’s maintenance service improvement plan. It was noted that Councillors had found Accent residents to be understanding of delays and shortfalls in respect of the maintenance service if they had been well informed and updated. Axis Europe had recently employed a new customer service manager and it was felt that Axis’ staff return to the office lent itself to better customer service.
· Accent’s planned maintenance programme’s resilience was questioned, as Accent had awarded both Ockley Contractors and Kincraig Construction contracts, despite being owned by the same parent company. However, Accent’s procurement process considered financial viability aspects and acknowledged that a shift to another contractor would always be kept as a potential option.
· As it stood Accent had no plans to introduce a mandatory full vaccination status amongst its frontline staff. However, it strongly encouraged twice weekly testing amongst its customer facing staff and maintained standards of social distancing and the use of Personal Protective Equipment during visits to customers’ homes.
The Committee thanked Holly for attending the meeting and giving an informative update.