Agenda item

This item is due to be pre-scrutinised at a meeting of the Overview and Scrutiny Committee on 17^th February 2026. Any recommendations arising from the meeting will be published in a supplementary pack for the Executive Committee meeting.

The Capital Programmes and Contract Manager presented reports on the Repairs and Maintenance and Damp and Mould Policies.

Members were advised that the reports were being presented to the Committee following the release of new Government legislation and guidance. It was confirmed that both policies had been updated to bring the Council in line with other local authorities and housing associations.

The Portfolio Holder for Housing thanked the officers involved in producing the reports. It was explained that ‘Priority Code 4’ had been introduced as a repairs category for the replacement of doors and windows as well as works relating to Awaab’s Law. The Portfolio Holder praised the hard work of the Repairs and Maintenance team.

There was detailed discussion on the reports, with Members commenting on the following points –

• Members welcomed the renewed interest in the policies which they felt set out a respectful relationship between the Council and tenants based on transparency and communication.
• Performance monitoring and the introduction of new technology was discussed. Members were advised that a review of the Civica Cx system was being carried out. A ‘case and task’ feature was being added into the system which would forward any outstanding work to the necessary departments, it was noted that a repair could not be signed off until all of the required steps were completed. The Committee was also informed that the Total Mobile system would provide further performance data.
• The implementation of the Total Mobile system. Officers reported that a script was being developed for call handlers to help identify issues and gather the necessary information to ensure repairs were completed correctly on the first visit. In addition, officers informed Members about a diagnostics tool within the system which would allow tenants to take a video of the issue so the Repairs and Maintenance team could diagnose the problem in real time. Officers explained that the Total Mobile system was scheduled to be implemented in May/June 2026. Members were advised that the Capital Programmes and Contract Manager had met with the Customer Engagement Director from Total Mobile the previous week to provide feedback. It was noted that an apology was provided for the delays and Total Mobile confirmed they would be reviewing their progress as regards to implementation.
• The Committee was informed that there had been discussion about appointing/hiring data analysts to better understand and use the data being collated. 
• One Member advised that they had been approached by a resident from Keats House who wanted to pass on their compliments to the caretakers.
• It was commented that the language used in the reports was of a technical nature which might not be accessible to all tenants. Members expressed the view that the reports should be transparent and clear for all residents to read and understand. This feedback was noted by officers who agreed with the points raised, although it was commented that certain specific wording might have been required in some cases to ensure the policies complied with legislation. Members asked that officers look at the information published on the Council’s website regarding these policies to ensure it was presented in plain English before signposting tenants to the policy itself.
• It was queried whether there was engagement with tenants on the policies and if there was support available for them. Officers advised that support was available for tenants, the information was published on the Council’s website and engagement was carried out thereafter. It was noted that the Council was currently going through the process of recruiting an Engagement Officer which would enhance these processes in future.
• The role of the Neighbourhood and Tenancy Officers was queried in relation to conveying the messages of these policies. Officers explained that further tenancy audits were being carried out which would help to identify tenants with specific needs, such as requiring support with reporting repair issues. Further work was also being carried out around the tenant portals. In addition, a Tenancy Support Manager and Tenancy Engagement Officer were also being recruited.

RECOMMENDED that:-

1) The Repairs and Maintenance Policy which forms part of the Council’s Housing Asset Management Strategy, be approved.

2) The Damp and Mould Policy, which forms part of the Council’s Housing Asset Management Strategy, be approved.