Agenda item

The Chairman welcomed Claire Stone, Executive Director of Customer Experience and Rob Mills, Director of Customer Experience at Accent, to the meeting.

Accent had provided homes and services for a diverse range of customers and communities since 1966.  Accent owned over 20,000 properties, providing homes to around 40,000 people nationwide.  It had 4,100 homes in Surrey, Hampshire, Kent and Sussex.  Overall, Accent had 97 units of homeless temporary housing with 54 units in Surrey Heath.

Rob advised the Committee of the investments made by Accent and the challenges for the future which included a new service offer and improvements to the customer experience.

In relation to the Repairs Service, Accent accepted that performance had not been as they would expect it to be.  A new contractor had recently been employed who would provide an improved service.

Members’ asked questions and Accent representatives’ responded in relation to the following:

·         The new maintenance contractor, Axis Europe, had better capacity to undertaken a large number of repairs.

·         Annual customer care checks were being introduced.

·         It was considered that during welfare visits maintenance issues should be identified and reported back.

·         It was suggested that there was a need to shorten the renewal life cycles for kitchen and bathrooms in line with other providers – statistics on Accent’s current life cycle provision to be attached to the minutes.

·         New experienced staff had been recruited in order to foster better relationships with the contractor.

·         As energy costs were a higher percentage of outgoings for lower incomes families, it was suggested that high condensing boilers should be introduced in all properties.

·         It was also suggested that boilers should be replaced on at least a 15 year cycle.

·         Accent indicated that lowering energy costs and the associated environmental issues were now becoming increasingly urgent matters.

·         Despite annual meetings with local residents, there was disappointment that the specific issues raised at these meetings were not resolved.  It was noted that this could be as the result of inherent problems in the housing stock.

·         Accent acknowledged there was a need for cultural shift when dealing with the adaptation of properties to meet the requirements of the elderly and disabled.  

·         Councillors asked for a single contact point to enable them to deal with ward issues.

·         Some Members considered that the emergency repairs target was unrealistic.  Accent reported that the contractor had employed additional staff to assist with the backlog of work.

The Committee thanked Rob Mills and Claire Stone for their interesting and informative presentation.