Overview of RWG Achievements and Impact since 2013
The Repairs Working Group (RWG) is a dedicated team of residents formed in January 2013 to monitor and review repair services, influence service improvements, and enhance customer satisfaction. Through initiatives like reviewing maintenance contracts, implementing testing programs, and influencing policy changes, the RWG has made significant contributions to ensuring high-quality repairs and maintenance services for tenants and leaseholders. Their collaborative efforts have led to positive outcomes and continuous improvement in service delivery. Explore their achievements and impact in this comprehensive overview.
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Who and What is the RWG? The Repairs Working Group (RWG) was formed in January 2013 and is made up of both Tenants and Leaseholders. The RWG comprises of 10 committed residents, they are:- Ros O Connell (Chair) Tom Flynn (Vice Chair) John Ryan Kim Shearer Karen Miller Sue Roberts Anthony Wood Linda Moll Nacer Dib Sarah Edwards We act on YOUR behalf to; Monitor and review the performance and targets of responsive repairs, and more recently planned and capital works. Evaluate customer satisfaction and feedback. Positively influence improvements to service and policy. The group meet every month with senior council officers, Mitie management and invited guests such as head of sections, councillors and resident groups and councillors from other boroughs to share best practice. Over the past four years we have had our challenges but have developed into the longest running independent resident group. As you will see from the following slides we have tried to be positive and constructive in our recommendations and feedback. 1
Past achievements Repairs & Maintenance Contract As part of the Repairs contract awarded in Nov 2013, RWG had a separate working group to provide direct input for the procurement of the repairs contract. This involved the review of the tender process & contract award. As part of the legal challenge with one of the previous contractors a Resident Member of the RWG attended court as a witness in the successful defence of the Council s decision to award the contract to Mitie. Repair Obligations & Responsibilities Change in repairs policy to include Letter boxes fitted to Composite & uPVC doors under the Decent Homes programme Strip light bulb replacement (luminaires) that require specific lights or tooling to dismantle, under the Decent Homes programme Estate Inspection Review Review of the service and changes to the process and forms (incorporated sheltered schemes into the process) Influenced change in repairs delivery from contractors to Mitie direct labour (both communal repairs and lighting) Co-ordination with Planned and Cyclical works teams Photographs Initiated a Photographic evidence policy, which applies to no access jobs , before and after photos and supervisor inspections TRIP (Tenant and Residents Inspection Process) The initial concept of the repairs working group was to develop a bank of residents who are interested in carrying out repair inspections, and estate inspections on estates or blocks where no active TRA is in operation. The review of the Estate Inspection Process and the Resident inspections concept is being reviewed as part of the ongoing contract monitoring. 2
Past achievements Fire Equipment Assessment Review of the current Fire Equipment in Tenants Halls and Communal areas non-Mitie Production of comprehensive testing programme non-Mitie Initiated PAT testing programme for communal halls Boiler Installation Influenced change in installation delivery from a variety of sub contractors to Mitie direct labour & a dedicated sub contractor. Review of the installation service, including the letter process and a reduction of appointments and trades to complete works i.e. Boxing in, painting and making good Carbon Monoxide Detectors All Council properties will now be fitted with a 10yr battery powered Carbon Monoxide detector by July 2016 Re-homing Policy (Decant) Following a review of the lift refurbishment programme key properties with suitable furniture, utilities, phone etc. are available for tenants who are unable to remain in residence whilst major works are being completed. Mystery Shopper RWG decided to implement a Mystery Shopping scheme, working with Council Officers , Mitie and Kensington & Chelsea. This concept was taken to it final stages for repairs, the resident Involvement Team then decided that the concept could have a wider scope to encompass housing services and took ownership of the project in 2014 3
Past achievements Contract Performance RWG review a full range of Key Performance Indicators (KPIs) and various Management Performance Indicators (MPIs) that apply to the responsive repairs and compliance service, ensuring they provide essential services to Residents and meet the legal requirements, for example Gas Servicing and Safety Checks. Looking at new system for monitoring KPIs e.g. Rant & Rave Repairs Handbook Development of a new Repairs Handbook working with resident feedback, Council Officers and Mitie. This was published in May 2016 and feedback has been very positive so far. Condensation & Damp RWG were concerned about the level of resident dissatisfaction with the way Damp and Condensation issues were being handled. Working with Officers we reviewed the relevant policies and procedures which has resulted in the following being implemented. free Hydrometers to help manage the condensation Use of data loggers to record issues Using data intelligence to review the property Resident Damp & Condensation training Resident Groups Designed application form for the RWG and the recruitment procedure for resident groups 4
Key Guest Speakers (last 12 Months) James Filus, H&F InTouch Overview of the complaints procedure and policy, the number and type of complaints Michael Gwyther-Jones & Vince Conway, LBHF Planned and Capital Works, property asset management and interaction with other teams and residents Norman Whyte, LBHF Health & Safety and interaction with other teams and residents Danny Reynolds, LBHF Lift Refurbishment Programme and interaction with other teams and residents Joseph Bedford, LBHF Gas safety London Borough of Croydon Resident involvement and scrutiny panel Different ways to get involved: Resident involvement structure and the Neighbourhood voice Mystery shopping scheme which enables Croydon residents to check Housing services and report their findings. Trained residents inspect the services their landlord or service provider delivers against the standards that are set for them. Housing performance reports, benchmarking and survey results and information about the housing complaints panel. The scrutiny panel, a group of council tenants and leaseholders specifically recruited to review housing services on behalf of other residents and make recommendations for improvement 5
What we are working on now Customer Satisfaction RWG have been involved in reviewing the measurement of Resident Satisfaction (potential new KPI) and working with Councillors and Officers to try and reach more tenants and obtain more representative feedback. This will help better understand and improve the Resident Satisfaction response rate and results. The Rant and Rave text feedback service is being trialled by Mitie and LBHF to obtain a greater level of response and feedback on how residents feel, in the moment, about what matters to them. RWG members have provided ideas and feedback on communication, training and development of the tool. Letters Highlighting the need for better letters going out to residents, contributing to the LBHF Better Letters programme throughout the council and partners. Communal Lighting Review Following complaints at Resident Forums RWG looked at the way the communal lighting repairs were managed and reported. As a result of this review Mitie decided to change from sub contractors who previously carried out the work to direct employed electricians. Given the opportunity to add a monthly inspection of all emergency communal lighting to the new Fire Alarm & Emergency Lighting contract. Development of a Communal Lighting Policy and review of the Estate Lighting control asset list. Voids Site safety training is being organised to enable resident inspection of void properties. RWG Profile A new page on the LBHF web site with direct contact details 6
What we plan to do in the future Contract Performance Continue to review KPIs and MPIs across the responsive repairs and compliance service, ensuring they continue to provide high quality services to Residents and meet all legal requirements. Resident attendance at Mitie training sessions Estate Inspection Review On going review and improvement of the Estate Inspection process Joint training for residents, officers and partners all together Complaints Overview of the complaints Procedure and Policy, looking at the volume and type of complaints, identifying trends and working with officers and Mitie to take action to reduce instances of dissatisfaction. Planned & Capital Works A review of the Planned and Cyclical Works programme Production of a comprehensive programme of all Planned & Engineering works Quarterly Planned programme update to Housing Review of the Asset Strategy/Estate Inspections with use of data from Strategic Asset Management Surveys to feed into the planned works Review of letters about Section 20 & Leaseholder information (Communications Strategy) Development and review of Customer Satisfaction feedback Review of the Resident Liaison Officers role and Job Description Changes to the Resident Consultation meetings (previously Meet the Contractor) to ensure accurate minutes and actions are carried out and distributed to all residents Residents participating in post inspections with Mitie 7
Repairs Working Group: Draft Work Programme 2016-2017 Jul-16 Unauthorised Access Aug-16 Energy Policy Sep-16 Staff Training (Points 2,3,13,7 Estate Lighting update Oct-16 Rant & Rave update Nov-16 Warranties Dec-16 Voids Jan-17 Roads Tarmac Drains Leaf fall Gullies Feb-17 Damp & Condensation Mar-17 Estate Lightning Comms Group Hearing feedback Estate Inspection Section 20 Discretionary Repairs Unauthorised Access Communicatio n Plan Garage (TRF & AW) HR *Please refer to RWG Work Themes for further details Sub Groups Lighting Estate Inspection Sub-Contractors 8
Please Get Involved We want the best for our Residents (tenants and leaseholders). To continually improve the repairs service, we need your help make a difference. If you want join our team and have your say, please contact the Resident Involvement Team for more information about becoming a RWG member. Resident Involvement Team Hammersmith & Fulham Council Housing Property Services Town Hall Extension King Street London W6 9JU Tel: 020 8753 6652 Email: GetInvolved@lbhf.gov.uk 9
