TCC
29 May 2019
Agenda
1. Minutes and Matters arising
2. CIH Conference
3. Repairs Policy
4. Compensation
5. TCC terms of reference
6. Resident Engagement Strategy
7. AOB - Tree Pruning and Tree Removals
8. Forward Plan
9. Future Meetings
Grenfell Tower – Never Again
Exits - No Fire Alarm Expected
Nearest Defibrillator
WiFi: RBKC_Venues
Password: 888888
CIH Brighton Conference 2019
Iain Smith
Tenant Delegate
Kensington & Chelsea (RBKC)
Soup Kitchens and Rough Sleeping in Brighton
No protesters outside the conference – just this
WEDNESDAY 6 MARCH - PROGRAMMESATA GLANCE
Click here to view the complete programmes with session descriptions
09:30 Conference welcome
10:00 The state of the nation
Terrie Alafat CBE, chief executive,CIH
Polly Neate, chief executive,Shelter
Clare Crawford, business development and
investments director, Galliford TryPartnerships
Leslie Channon, insight lead,HACT
11:00 Refreshments and exhibitionviewing
11:30 Empoweringtenants
Paul Hackett, chief executive,Optivo
Nic Bliss, head of policy, Confederation ofCo-
operativeHousing
Carole Burchett, chair of scrutiny,Soha
12:30 Lunch and exhibitionviewing
13:30 The future of regulation
Fiona MacGregor, chief executive, Regulatorof Social
Housing
Matt Campion, board,PlaceShapers
Sue Daniels, chief executive, BexleyCommunity Housing
Association &vice chair, g320
Bernadette Conroy, chair, NetworkHomes
14:30 Refreshments and exhibitionviewing
14:45 ‘Fixing’ privaterenting
John Bibby, policy manager,Shelter
Dr Julie Rugg, senior research fellow,Centre for Housing
Policy, University ofYork
Hannah Slater, policy and publicaffairs
manager, GenerationRent
15:45 Securing yoursystems
Jason Hart, ethicalHacker
16:30 Chair’s closingremarks
16:45 Drinks reception (exhibitionhall)
The bigpicturetheatre
09:30 Conference welcome
09:45 What will Brexit mean fordevelopment and the housingsector?
Luke Murphy, associate director for theenergy, climate,
housing and infrastructure team, Institutefor
Public PolicyResearch
Barry Mortimer,
director, Federation
of MasterBuilders
10:30 Refreshments and exhibitionviewing
11:00 Getting the best out of your homes - stockrationalisation
Abigail Ellis, head of asset management&
compliance, anchorhanover
Helen Collins, head of housingconsultancy, Savills
Gary Bellenger, assistant director of property services
(assets & programmes), A2Dominion
Melissa Madjitey, associate director,Savills
11:45 Environmentallysustainable development
Dr Terry Keech, partner,calfordseaden
Begonia Filgueira, legal director, FootAnstey
12:15 Delivering service transformation in repairs andmaintenance
Nik Turner, director ofinvestment
& maintenance, ThirteenGroup
13:00 Lunch and exhibitionviewing
13:45 The issue of space –a fishbowl discussion
Chimi Shakohoxha, partner - housingand
regeneration, Capsticks SolicitorsLLP
Ian McDermott, chief executive,Catalyst
Gill Peckham, director of Housing,CESSA HA
14:45 Refreshments and exhibitionviewing
15:00 Implementing building safety recommendations - gearing upfor change.
Debbie Larner, head of knowledgeand
products,CIH
Daniel Hollas, project fire director,Clarion
Housing Group
Jan Taranczuk, managing director,Jan
theatre
theatre
theatreHousingmanagement
09:45 Conference welcome
10:00 The housings manager’s inbox - a legal learning
lab
Mark Foxcroft, solicitor,Devonshires
Rebecca Brady, legal executive,Devonshires
10:45 Rethinking allocations
Faye Greaves CIHCM, policy andpractice
officer, Chartered Institute ofHousing
11:30 Refreshments and exhibitionviewing
12:00 Dementia-friendly housing
Sara Miles, programme partnershipmanager,
Alzheimer’s Society
Siobhan Moore, director ofdevelopment,
housing & care21
Kris Peach, director of extra care, housing& care
21
12:45 Lunch and exhibitionviewing
14:30 Managing universal credit successfully
Jackie Dacvorn, financial inclusionmanager,
Pheonix CommunityHousing
Eugene Nixon, head of strategy &compliance, London
Borough ofSouthwark
Sam Lister, policy offier,CIH
15:15 Refreshments and exhibitionviewing
15:45 Handlingcomplaints
John Goodwin, adjudicator & sector
development trainer, HousingOmbudsman
Service
16:30 chair’s closingremarks
16:45 Drinks reception (exhibitionhall)
Fringe10:00-
10:45State of the region
David Pipe,policy andpracticeofficer,CIH
Alistair Smyth, head ofexternal affairs, The
Guinness Partnership
11:00-
11:30Creating a career developmentplan
Daniel Short, managing director atGreenacre
Recruitment
11:30-
12:00My career story andmanaging my firstteam
Louise Graham, sapphire Independent Housing
12:00-
13:00Lunch and exhibitionviewing
13:00-
13:45In Conversation with TerrieAlafat
Terrie Alafat CBE, chief executive,CIH
13:45-
14:00Refreshments and exhibitionviewing
14:00-
14:30Agile working - does this make youthe “best in class”
Tim Goulding,Aster
14:30-
15:15Stigma in SocialHousing
Daidre Dillon, BA Housing Policy andPractice year 1,
London South BankUniversity
Samuel Asamoah, HNC Housing Studies year2, London
South BankUniversity
Jonathan Zoil, BA Housing Policy andPractice year 2,
London South BankUniversity
15:15-
16:00Give your brain a hand. How to think and
share ideas differently: A taster workshop
using the LEGO® SERIOUS PLAY® method and
materials.
Ben Mizen, Ideas Alchemy ConsultingLimited
16:00 Chair’s closingremarks
16:45 Drinks reception (exhibitionhall)
Day One – Wednesday 6th March
Introduction - Terrie Alafat, CIH
The State of the Nation inc. Shelter
Empowering Tenants
www.cih.org/presentations/totalhousing2019
Day One – Wednesday 6th March
Introduction - Terrie Alafat, CIH
The State of the Nation inc. Shelter
Empowering Tenants
The Future of Regulation inc. RSH
Implementing Building Safety Hackitt p76, p113-121
Handling Complaints
Evening Networking
Brighton Beach Shelter
CIH Brighton Conference 2019
Day Two of the Housing Conference
Thursday 7th
March
THURSDAY 7 MARCH - PROGRAMMESATA GLANCE
Click here to view the complete programmes with session descriptions
The bigpicturetheatretheatre
theatre
theatreHousingmanagement Fringe
10:00 Conference welcome
10:15 How far should we takedigital engagement?
Rich Denyer-Bewick, operations director,
Citizens Online
11:00 Refreshments and exhibitionviewing
11:15 How we’ve tackled domestic abuse -a showcase of good practice (including CIH PresidentialAppeal)
Jim Strang, CIHpresident
Philonmena Azu, nationaldevelopment
manager,DAHA
12:15 Lunch and exhibitionviewing
13:00 Gearing up your housingmanagement services to support tenants across health andhousing
Sharon Collins, director, SharedVentures
Patrick Fowler, sharedVentures
13:45 Generic or specialist socialhousing managementmodels?
Jess Page, interim director of housing,Women’s Pioneer
HousingLtd
14:30 Refreshments and exhibitionviewing
15:00 Tenant empowermentand engagement
Matt Campion, chief
executive, Shepherds
Bush HousingGroup
Final speaker to beconfirmed
15:45 End of daytwo
09:30 Chair’swelcome
09:45 How we get affordable homesbuilt where they are neededmost
Jackie Jacob, general managerhousing
programmes, HomesEngland
10:30 Refreshments and exhibitionviewing
11:00 Driving innovationthrough procurement
Matthew Baxter, managing director,echelon
Consultancy
11:45 How digital services aretransforming social
housing repairs and maintenance
Cem Savas, co-founder,Plentific
Niamh Murray, project
manager, Notting Hill
Genesis
12:15 Gearing up for development - developing
the skills and capacity in yourorganisation
Tom Titherington, executive director,
development and commercial,Sovereign
13:00 Lunch and exhibitionviewing
13:30 Delivering an asset management
strategy that drives your ambitions
Richard Medley, founder, HousingDynamics
14:15 Refreshments and exhibitionviewing
15:15 Towards a “new” Decent Homes Standard
John Kiely, director,Savills
David Weatherall, head of policy,Energy
SavingTrust
16:00 Chair’s closingremarks
16:15 End of daytwo
09:30 Chair’swelcome
09:45 CIH presidentialaddress
Jim Strang, CIHpresident
10:00 Brexit - the impact on the housingcrisis
Robert Grundy, head of housing,Savills
Jonathan Portes, professor of economics and public
policy & senior fellow,UK in a changing europe King’s
College,London
11:00 Refreshments and exhibitionviewing
11:30 Can we really endhomelessness?
David Bogle, chief executive,Hightown
HousingAssociation
Francesca Albanese, head of researchand
evaluation,Crisis
Melanie Rees, head of Policy,CIH
12:15 Lunch and exhibitionviewing
13:30 Tackling the stigma attached to socialhousing
Melanie Rees FCIH, head of policy andexternal affairs,CIH
Aileen Evans, chief executive, GrandUnion
Housing Group
Jenni Hill,ARCH
14:30 Refreshments and exhibitionviewing
14:45 Making Sense of Complexity
Professor David Snowden, chiefscientific
officer, CognitiveEdge
15:45 How to build an organisationyour customersLOVE
Oke Eleazu, chief operating
officer, Bought ByMany
16:30 Chair’s closingremarks
16:45 End of daytwo
10:00-
10:30
Future Proofing yourcareer
Valerie Rowles, career Innovation
10:30-
11:00The housing sectorimage
Melanie Rees FCIH, head of policyand
external affairs,CIH
Steve Hayes, head of communications,WM
Housing Group
11:00-
11.30My career in housing - AileenEvans
Aileen Evans, group chief executive, Grand Union
Housing Group & vicepresident,CIH
11:30-
12.00
How to position yourself fora promotion
Jess Page, interim director ofhousing,
Womens Pioneer HousingLtd
12.00-
12.30Why sharing success is vital for the sectorsworkforce
Ben Farquharson, NiyaaPeople
14.00-
14:40The Homes for Cathy group – housingassociations working together to endhomelessness
David Bogle, chief executive,Hightown
Housing AssociationLtd
ChrisHancock,head of housing,Crisis
14:40 Chair’s closingremarks
14:45 End of daytwo
Day Two – Thursday 7th March
Meeting - Water Rates Rebates are easy
Domestic Abuse , p48 Introduction, DAHA
Tackling the stigma attached to social housing
Making sense of Complexity, Prof. David Snowdon
Building an organisation your customers love
Safety group at Kensington Town Hall
Cobra Effect photo not online at CIH, slide titles
Cost v Benefit & Value for Money
4 seminars simultaneously, gaining/imparting knowledge
Handful of residents from all areas
High Charges by CIH, RBKC/Tenant/Speaker Discount
Not prebooking/booking cheaper Hotel/Travel
Feedback of Conference delegate list & slides quickly
Local v National, not as high level as Manchester
No tenant charge for Manchester exhibition/fringe
seminars £500 v £1500.
Brighton good for a 1st time delegate & staff members
Busman’s holiday after RBKC meetings, no seaside/360
Carnations Next to Belongings
CIH Conferences, Slide from Feb TCC
• Regional Brighton- due imminently 6/7th March 2019
• Costs £600 per delegate including accommodation-
two day event
• CiH National Conference Manchester 25-27th June
2019
• Costs minimum £1500 per delegate three day event.
• (£500 for fringe conference & exhibition, 3 for 1)
Heads up briefing for whoever goes to Manchester
National knowledge – affordability/inequality crisis
Eyes of the world on Kensington & Chelsea, not RBKC
“person on the Clapham Omnibus”
Think on their feet in real time
Challenge costs & value( on the spot
Lead debate and keep the lead
Value for money representation of RA not TCC
(Forward planning for 2020 conferences from July 2019)
My proposal: 2 (1+1?) full delegates, 3 fringe, 1 Cllr (full)
Randomly Picked v Fairly Elected Delegates
Housing Management
Draft Repairs Policy Consultation
Gary Wilson
Consultation Team Manager
Royal Borough of Kensington and Chelsea
020 7361 3616
Analysis of survey with residents of
Council owned properties
May 2019
Introduction
Introduction
The Council has a duty as a landlord to repair and maintain its properties. The Council is committed to providing safe, sound
and comfortable homes which function and meet or exceed health and safety requirements and to delivering a high quality,
responsive repairs service that provides value for money. During the past few months, a draft Repairs Policy has been
developed with residents who were part of a Customer Services/Complaints Task and Finish Group. The group have reviewed
all aspects of this draft policy and their feedback has been incorporated where appropriate. Once the draft policy was
developed, we were keen to offer residents of Council owned properties the opportunity to give their views on the proposed
policy.
Methodology and report
The draft policy was posted or emailed (dependant on residents’ preferences) to all residents of Council owned properties.
Alongside the policy, a survey was sent to capture residents’ views. The survey was available in both paper and online
formats. The survey took place in April and May 2019 and 792 responses were received by the closing date.
This report analyses those responses. Graphs show percentage figures. Where percentages do not add up to 100 per cent,
this may be down to computer rounding, where respondents have chosen not to answer a particular question or where
respondents have been able to select more than one answer.
Appendices
Appendix one contains data tables of results and appendix two contains details of all comments made by respondents in
relation to open questions in the survey. This is available as a separate document.
AcknowledgementsThe Council would like to thank residents that took the time to take part in the exercise and
gave their views.
Survey Results: At a glance
A total of 792 respondents completed the survey by the closing date, a summary of responses can be seen below:
• Previous repair policies: Before receiving the current draft policy, just over a quarter (27 per cent) had read a
repairs policy before.
• Ease of understanding and finding information: Over three-quarters (79 per cent) found the draft Repairs Policy
‘clear and easy to understand’. Almost three quarters (74 per cent) felt that ‘it was easy to find the information they
were interested in’.
• Obligations: Just over three-quarters (77 per cent) indicated that they ‘understood their repair obligations as a
tenant’. The majority (84 per cent) indicated that they understood ‘the Council’s repair obligations as a landlord’.
• Knowledge before reading the policy: Around four in ten (39 per cent) knew that ‘the Council could adapt their
property to accommodate changing circumstances’. Over a third (36 per cent) knew ‘about the repair categories and
response times’. Under a quarter (23 per cent) knew ‘which repairs the Council charges for’. The majority (61 per
cent) did know that ‘they need permission to carry out home improvements and alterations’. Around a fifth (19 per
cent) knew about the ‘Handy Person Service’.
• Support for the draft policy: Over three-quarters (77 per cent) indicated that they support the introduction of the
draft Housing Repairs Policy.
• Reasons for not supporting the policy: Respondents that did not support the introduction of the draft policy were
asked why this was. Themes attracting the most comments included ‘do not understand the policy/policy needs
translating’ and ‘responsibilities of tenant compared to Council’.
• Other comments: Respondents were given the opportunity to comment further. The top themes of comments
included ‘suggested additions of aspects to be covered or clarifications needed in the policy’ and ‘repairs are not
completed or not completed satisfactorily’.
Survey Results: Previously read a Repairs Policy
Respondents were asked if they had ever read a Repairs Policy before receiving the draft.
• Just over a quarter (27 per cent) indicated that they had read a Repairs Policy previously.
• However, the majority (61 per cent) had not and 12 per cent did not know if they had.
Base: All responses (792)
Survey Results: Ease of understanding and finding information
Respondents were asked about aspects of the policy.
• Over three-quarters (79 per cent) of respondents felt that the draft policy was ‘clear and easy to understand’.
• However, around one in ten (11 per cent) did not and nine per cent responded neutrally.
• Almost three quarters (74 per cent) of respondents felt that ‘it was easy to find the information they were interested
in’.
• However, one in ten (10 per cent) did not and 12 per cent responded neutrally.
Base: All responses (792) Base: All responses (792)
Survey Results: Obligations
Respondents were asked about their understanding of the draft policy.
• Just over three-quarters (77 per cent) indicated that they ‘understood their repair obligations as a tenant’.
• However, six per cent did not and nine per cent responded neutrally.
• The majority (84 per cent) indicated that they understood ‘the Council’s repair obligations as a landlord’.
• However, five per cent did not and eight per cent responded neutrally.
Base: All responses (792)
Survey Results: Knowledge before reading the policy
Respondents were asked, before reading the policy, did they know about various aspects of the service.
• Around four in ten (39 per cent) knew that ‘the Council could adapt their property to accommodate changing
circumstances’. However, almost half (49 per cent) of respondents did not know this.
• Over a third (36 per cent) knew ‘about the repair categories and response times’. However, almost half (49 per cent)
did not.
• Under a quarter (23 per cent) knew ‘which repairs the Council charges for’. Over half (57 per cent) did not.
• The majority (61 per cent) did know that ‘they need permission to carry out home improvements and alterations’.
However, just over a quarter (26 per cent) did not.
• Around a fifth (19 per cent) knew about the ‘Handy Person Service’. However, almost two-thirds (63 per cent) did
not.
Base: All responses (792)
Survey Results: Support for the draft policy
Respondents were asked if they supported the introduction of the draft Repairs Policy.
• Over three-quarters (77 per cent) indicated that they support the introduction of the draft Housing Repairs Policy.
• However, five per cent did not and 16 per cent responded neutrally.
Base: All responses (792)
Survey Results: Reasons for not supporting the policy
Respondents that did not support the introduction of the policy were invited to explain why. The comments made
have been grouped together by theme. The most common themes are presented in the table below.
All comments can be seen in appendix two. Some examples of comments made are provided on the following page.
* Themes shown with three or more comments
Theme of comment* Number of
comments
Do not understand the policy/policy needs translating 9
Responsibility of tenant compared to Council 8
Repairs are not completed or not completed satisfactorily 7
Request for repairs/improvements 7
Council's obligation to repair 6
Waiting times for repairs is too long 4
Cost - cannot afford to pay 3
In favour of the policy 3
Regular Council inspections of properties/maintenance 3
Survey Results: Reasons for not supporting the policy
I have a brain injury and some of it is
difficult to understand
I didn't understand this form, because I need it
in Arabic, my English is very weak.
I am not opposed to this Policy but there
appears to be a number of things which
TMO completed as the Landlord, have now
been passed to the tenant, however it
should remain the role of landlord.
Because they never sort my problems.
TV aerial left laying on roof,
after two major works.
Do not understand the policy/policy
needs translating
Responsibility of tenant
compared to Council
Repairs are not completed or not
completed satisfactorily
Request for repairs/improvements
I ask the housing association for repairs
to my flat for years and nothing
happened.
Council's obligation to repair
I don't agree with this introduction. it
should be the landlord's responsibility
to carry out the works as tenants are
already paying rent.
It is not clear to me.
Survey Results: Other comments
Respondents were given further opportunity to comment on the draft Repairs Policy. The comments made have
been grouped together by theme. The most common themes are presented in the table below.
All comments can be seen in appendix two. Some examples of comments made are provided on the following page.
* Themes shown with five or more comments
Theme of comment* Number of
comments
Suggested additions of aspects to be covered or clarifications needed 24
Repairs are not completed or not completed satisfactorily 23
Request for repairs/improvements 22
In favour of the policy 10
Length of time taken to repair 10
Leaseholder responsibilities 8
Responsibility of tenant compared to Council 7
Timing of repairs to suit those that work/appointment slots too wide 5
Survey Results: Other comments
One question, are the entrances of the
buildings in the Worlds End Estate included in
the repair policy.
At the moment the roof repairs contractors are
not up to professional standards and very
unreliable. I will not recommend them to anybody.
Regarding planned maintenance, does it
include boundary fences and walls?
Gutters haven't been cleared in years. Roof
never been cleared (water). Security doors
in Darfield Way health and safety issue.
Suggested additions of aspects to be
covered or clarifications needed
Repairs are not completed or not
completed satisfactorily
Request for repairs/improvements In favour of the policy
I am very grateful for the draft Repairs
Policy and I am looking forward to the
finalisation.
New windows - very draughty, wood rotten
Danvers Street.
I have been waiting for a window to be
replaced since last October 2018.
Length of time taken to repair
Leaseholder responsibilities
How long will the removal of aerial and
redundant dishes take!
Please clarify long leaseholders vs
Council tenants.
Survey Results: Demographic information
Base: All responses (792)
In order to monitor responses, respondents were asked some
demographic questions. Results can be seen on the following
pages. All additional comments can be seen in appendix 2.
• Six in ten respondents (60 per cent) have a secure tenancy.
Almost a quarter (24 per cent) did not know.
• Over a third (36 per cent) had been a Council tenant for
between 21 and 40 years and 18 per cent for more than 40
years.
• Over half (56 per cent) had called the repair service
between one and five times in the last 12 months.
Survey Results: Demographic information
Base: All responses (792)
• Over half of respondents (57 per cent) were female, with 38
per cent male.
• The majority (90 per cent) indicated that their gender
identity was the same as they were born with.
• Almost half (48 per cent) of respondents indicated that they
were 65 or older. Almost a quart (24 per cent) were aged 55
to 64.
Survey Results: Demographic information
Base: All responses (792)
• Over half (52 per cent) of respondents indicated that they
were White; 13 per cent indicated they were from a Black or
Black British background.
• Just over half (55 per cent) indicated that English is their
first language. However, this was not the case for 40 per
cent of respondents.
• Over half (52 per cent) of respondents indicated that they
are Christian with 14 per cent Muslim.
Survey Results: Demographic information
Base: Those answering ‘yes’
to previous question (347)
• Two-thirds (66 per cent) of respondents indicated that they
were heterosexual/straight.
• A total of 44 per cent of respondents indicated that they had
a long term illness, health problem or disability. Slightly less
(41 per cent), do not.
• Of those answering ‘yes’, over half (57 per cent) indicated
they had a mobility impairment and almost a quarter (24 per
cent) indicated that they have a mental health issue.
Base: All responses (792)
Compensation Policy Review – Why?• Last reviewed by TMO – November 2015
• Lack of clarity/guidance for staff and residents
• Inconsistent approach across service areas
• Seemingly high level of payments – responsibility for how
residents’ money is spent
• Housing Ombudsman – dispute resolution principles not
reflected: Be fair, Put things right, Learn from outcomes
• Simplify the process for both residents and staff
• Put residents in the position they would have been in had no
service failure occurred
How Did We Consult?
• TCC presentation
• Formal consultation Dec 2018
• Task & Finish Group: Oct 18 – May 19
• Local Meetings
• Housing Ombudsman
• Broad support for changes
KEY CHANGES
• Limit on discretionary payments reduced from £2000 to
£1000 and criteria set
• Removed overall cap on compensation payments
• Policy now directly refers to major service failures and
compensation for lift breakdowns, heating and hot water
failures
• Policy now recognises distress to residents and is
included in the criteria for discretionary payments
• Compensation payable to residents for lift failures
regardless of what floor they live on
• Current timescales for claiming compensation restricted to
3 months – this remains the same but when linked to a
formal complaint timescales are linked to the duration of
the complaint
• Current policy states that any compensation payments
should be offset against rent arrears - discretion should
now be applied and actual costs reimbursed if not doing
so would cause additional financial hardship.
• At the service manager’s discretion, in some cases costs
can now be paid in advance i.e. cost of running a
dehumidifier or portable heater.
• Loss of rooms/utilities/amenities - the current calculations
for compensating for loss of rooms, utilities or amenities
are based on a set amount per day. This will now be
changed to a percentage of the rent, which is fairer and
reflects the different levels of rent charged.
• Betterment works now offered as an alternative to
compensation payments.
• Current policy gives no qualifying period for what is
‘reasonable’ notice for cancelling an appointment – 2
working days will now be required – if this does not
happen residents eligible for compensation
• Compensation for loss of only/all WCs higher than for loss
of a second WC
TCC terms of reference –
consultation questions ▪ Our ambition is to achieve world class engagement
where:
o Every resident will have opportunity to have their say
o No major policy decisions will be made without being
shaped by the views of residents
o All services are co-designed with residents
o Progress will be regularly reviewed and evidence
collected to show improvements
▪ Consultation via individual residents and discussions at
local meetings
TCC terms of reference –
consultation questions • What are the important issues that the TCC should be
considering at meetings?
• What should be the council be doing to support the TCC?
• What should residents be doing to support the TCC?
• Residents associations will be entitled to send 2 delegates
to TCC meetings, one of whom must be a tenant. Do you
agree?
• Who should chair the TCC? Should this be a resident? A
Councillor and a resident?
• How many representatives should the HOMES group
have at TCC?
TCC terms of reference –
consultation questions ▪ Who should chair the Homes Group? Should this be a
resident? A Councillor and a resident?
▪ To be recognised by the council and to be entitled to send
delegates to TCC local associations and compacts
should:
o Have an appropriate constitution
o Operate in an open and inclusive manner
o Hold at least 3 meetings and an AGM
o Produce minutes of meetings and annual accounts and
ensure that these are available to all residents
• What do you think?
TCC terms of reference –
consultation questions
• Who should attend the Task& Finish groups?
• Should there be a maximum of 2 reps per
association / compact as for TCC, one of whom
should be a tenant?
• Should HOMES be subject to the same formula?
• Do you think that the minutes of the meeting
should be a summary of the key issues and
agreed actions or verbatim?
• Do you have any other comments?
Resident Engagement
Strategy
People and Communities
Our starting point…….
RBKC Leadership and Housing Management is
committed to working with our residents to:
• shape high level strategic thinking and decision
making
• co-design, deliver and improve services
• Influence and feedback on policies
• Must look and feel different from the past
Our ambition is to achieve ‘best in class’
engagement between Residents & council • Closely aligned to the TCC terms of reference
• Every resident will have the opportunity to have their say
in which ever way works best for them (menu)
• All major policy decisions will be shaped by the views of
residents
• A commitment to detailed consultation on capital works
programmes
• Opportunities to scrutinise and challenge performance
• All frontline services co-designed with residents
• Monitoring & evaluation – what difference have we made?
Engagement that ….
• Is part of our DNA…..its what we do…
• Is both local and strategic – and relevant
• Prioritises the things that matter most to residents
• Supports new and existing RA’s and Compacts
• Meets regulatory requirements
• Puts effort into engaging with hard to reach groups
• Encourages meaningful & respectful conversations
• Has a positive impact on communities
Looking for new ways to consult & co-create with residents
• Online feedback
• Social media, text messaging, survey monkey
etc – being more efficient & responsive
• Seal of approval ( ‘you said, we did’)
• Training along side staff as well as bespoke
training (ASB training coming soon!)
• Making the most of residents skills, knowledge
and talent
Looking for new ways to consult & co-create with residents
• Special Interest Groups e.g. Disability Forum,
Procurement, Homeownership
• Topic specific surveys e.g. Void standards
• Task & finish groups - ASB, Repairs, Estate services
• Project Groups ( e.g. Trellick Tower, Adair & Hazelwood)
• Looking outwards - sharing good practice, visiting other
housing providers, conferences, workshops
• Resident Conference …..coming soon….
Community Partnerships
• Using customer profile information to identify
gaps in provision and reach all sections of the
community
• Youth Offer (draft)
• Community Chest £££
• Peer support
• Identifying & supporting local entrepreneurs
Community Partnerships
• More emphasis on the education, wellbeing
& the arts
• Extending partnerships to lever in benefits
for residents (including employment and
training)
• Works closely with other RBKC
departments
• Obtain Value for money – do more with less
What happens next?
• New Head of Service joins us on 17th June
• Will work collaboratively with you to develop
these themes into a strategy
• Induction planned – will meet RA’s and partner
organisations
• Top priorities – strategy, team restructure &
outcome focussed performance
Any Questions
Tree Pruning and Tree Removals
• Since becoming part of the Council we will contact
residents/RA’s before any works undertaken. (This was
not always the case under the TMO)
• If trees are in a dangerous or unsafe condition i.e.
branches are hanging from the tree or the tree is in
imminent danger of collapse, work may have to be carried
out immediately without informing residents. However
this is unusual.
Tree Pruning and Tree Removals
• Many of the trees are in Conservation Areas so if we need
to carry out works we have to apply to RBKC Planning for
permission who will approve what works can be
undertaken. This statutory process normally takes about 6
to 8 weeks.
• Much of the tree pruning works takes place as a result of
residents/RA’s contacting us with specific requests.
• All the trees are mapped and described on GIS
Tree Pruning and Tree Removals• Trees on estates are checked regularly for health and
condition by the grounds maintenance contractors both of
whom have qualified arboriculturists. If work is
recommended then we will inspect the trees and see if the
work is required or appropriate.
•
• John Gaffney also inspects tree as part of his monitoring
of the Grounds Maintenance Contract and if tree growth
need reducing because it is too close to a building or it is
blocking light he will request price quotes for the
appropriate pruning.
•
Forward Plan
Report TCC Leadership/Key
Decision
Commercial Properties June N/A
Heating charges Consultation June TBC
Annual Report TBC
Future Meetings
Tuesday 25 June 2019
Thursday 25 July