EK Panel Meeting minutes January 2012 - Hyde Housing Association

Meeting of
the
East Kent Panel
Held at
The Railway Hotel, Faversham, Kent
Date 17 January 2012
Present NAME ROLE
Dorothy Higgins
Anita Baldock
Martin Pamphilon
John Barned
Victoria France
Jeff Matthews
Mandy Apps
Celia Robinson
Fred Goudie
Nic Haig
Louise Thompson
Resident
Resident
Resident
Community Engagement Officer
Community Engagement Officer
Housing Officer
Housing Officer
Neighbourhood Manager
Technical Officer
ASB Co-ordinator
Hyde Plus Regeneration Co-ordinator
Apologies NAME ROLE
Kim Isbell
John Rose
Sue Bradford
Wendy Parks
Sarah Osborne
Michelle Farley
Fiona McGregor
Colin Thompson
Resident
Resident
Housing Officer
Housing Support Officer
Lettings Officer
Lettings Officer
Income Officer
Neighbourhood Team Leader
Hyde Housing Association Ltd
Chaucer House Knightrider Street Maidstone Kent ME15 6ND
Telephone: 01622 356490 Facsimile: 01622 356491

Minutes
Actions
1.
1.1
Welcome and Introductions
Welcome from AB, introductions around the table. CR informed the panel
that Jeff Matthews (JM), an experienced temporary Housing Officer, is
currently managing Kelly Bristow’s patch whist she is on maternity leave,
following the departure of David Greenway.
2.
2.1
Election of Chair
At the meeting on the 11 th October 2011 it was agreed by the panel that KI
and AB would share responsibilities and chair alternate meetings. KI sent her
apologies for the meeting, so it was therefore decided that AB chair today’s
meeting.
3.
3.1
3.2
Minutes of the last meeting and matters arising
12.8 – FG at the last meeting to arrange visit to JR to inspect the suitability of
his loft for insulation. FG visited JR and meeting was arranged with
contractor but FG is not yet aware of the outcome.
Minutes of the previous meeting were agreed as a true record.
4.
Staff Reports
4.1
4.2
4.3
Mandy Apps – Housing Officer - panel feedback / questions following
report
MA apologised to the panel that the estate inspection figures requested at
the last meeting were not included in the reports. She explained that this
information is easy to access and will be provided for the next set of reports
produced for the panel. MA suggested that contact is made with Claudine
Collins-Hermanstein. JB to speak with CC-H to develop relevant and
comparable statistics for inclusion in future reports.
MA also provided clarification that EI’s are designed to score communal
areas, CR adding that one of the aims is to monitor the performance of
contractors and grounds maintenance. Final scores will not necessarily be
affected by individual poorly maintained gardens.
For each area scores are rated between zero and four and computer
programme Snap generates the overall estate rating. The panel asked for
the EI scoring sheet to be brought to the next meeting. JB to obtain a copy
of the form and distribute to the panel at the next meeting.
JB
JB
5.
5.1
Jeff Matthews – Housing Officer - panel feedback / questions following
report
JM highlighted an error in the report provided to the panel. The Housing
Officer Fund section is incorrect and has used SB’s area examples of funds
used.
2

5.2
JM also noted that resident attendance was low at EI’s due to the patch
handover.
6.
6.1
6.2
6.3
6.4
7.
7.1
7.2
7.3
8.
8.1
8.2
Sue Bradford – Housing Officer - panel feedback / questions following
report
CR commented that there are no formal complaints on JM or MA’s patches,
however there are two on SB’s as follows:
One stage 0 complaint regarding use of parking spaces at Silvanus House and
Minerva Court. Hyde are working with local partners to resolve.
Stage 2 complaint, also at Silvanus House, regarding tree work in the area.
Hyde understood that residents wanted a hard cut back of the trees on the
estate, however resident were unhappy with the work. As a compromise it
has been agreed that Hyde will re-plant five trees at no expense to residents.
The panel suggested that there may be an opportunity to apply for trees via
the Woodland Trust’s Jubiliee project. Hyde Plus are supporting a tree
planting project with residents in South London. LT informed the panel that
there is the possibility of some trees for Silvanus through the Woodland
Trust Jubilee trees bid. LT to keep Housing Management updated.
Nic Haig – Anti-Social Behaviour Coordinator – panel feedback / questions
following report
NH highlighted that the current report now includes customer satisfaction
performance information, as promised. NH asked whether the panel found
the information useful or whether any additions were needed.
NH provided 3 rd quarter information for 2011 / 12 and compared again the
3 rd quarter of 2010 / 11 to show the significant improvement in satisfaction
over the year.
CR commented that Q5 ‘That the victim / witness was satisfied with the
method / frequency they were kept informed of the case progress’ has only
had a one percent increase over the year, which is common across the board
internally and externally. The Kent Housing Managers Group are currently
comparing statistics and processes, looking for best practice for potential
improvements on this particular issue.
Louise Thompson – Regeneration Coordinator - panel feedback / questions
following report
LT asked whether the panel have any questions or whether any further
information is required in the Hyde Plus report for future meetings. No
further suggestions for information from the panel.
DH added to the report that she organised a Christmas party as well as the
half term events mentioned in the report. DH is also hoping to receive some
funding for a Big Lunch, tying in with the Jubilee celebrations. LT and Lindsay
Wake are meeting with DH this week to discuss possible funding bids.
LT
3

8.3
It was noted that there has only been one Hyde Young Pride grant awarded
this quarter and AB asked whether this was due to budget constraints. LT
answered by explaining that money allocated to HYP for 2011 / 12 has
almost run out and that due to the success of the scheme there can be no
active promotion of the award before April 2012. The award has been
extremely popular and there are many repeat applications, however funding
for the project is limited. Last year repeat application funding was reduced
from £200 to £100, so that the funding available can reach more people.
9.
9.1
9.2
9.3
9.4
9.5
Fred Goudie – Technical Officer – panel feedback / questions following
report
AB commented that she is very happy with her new fencing, however her
neighbour did comment that their gate had been hung upside down. FG to
investigate.
AB also reiterated that the fencing on the estate needs to be replaced. FG
informed that they are currently awaiting a quote for the fencing and that
there is a possibility of some funding from the stock renewal fund. In the
meantime FG will visit Brunwsick Field to measure the fencing.
AB noted that it is not currently good value for money to raise works orders
for contractors to repair or replace small sections of the fencing and that it
would be much better value to do all of the estate. If the money is available
all of the fencing will be done, however if not the priority will be to put the
six foot panels back onto concrete posts.
CR asked what the £8600 budget in the report is for and whether it has been
allocated. FG explained that this budget is for disabled adaptations and that
he has quite a long waiting list for this year and next.
DH asked whether there is a minimum age requirement in order to be
eligible for disabled adaptations. It was clarified that disabled adaptations
are based on need rather than age, so there is no minimum age requirement
but there must be a recommendation in writing from an Occupational
Therapist.
FG
FG
10.
10.1
John Barned – Community Engagement Officer – panel feedback /
questions following report
JB highlighted positive feedback received from residents and staff regarding
the Resident Engagement Awards held at the end of October at The Russell
Hotel in Maidstone. The event rewarded residents who make a real
difference to Hyde and their communities and was attended by Lee
Robinson, Chair of HRV, Carol Carter, Director of Resident Services and Julia
Johnson, Head of Resident Engagement.
4

10.2
10.3
10.4
JB emphasised feedback from a resident at The Hyde, in Chartham, who sent
in a letter thanking the RE Team not only for a ‘wonderful evening but also
for 35 years of carefree living’.
Feeding back on the Santa Tour it was noted that 680 selection packs were
delivered across the county, 150 adult information packs provided and
support provided from Housing Officers, where able to attend, was very
much appreciated by the team.
MA asked how much the Santa Tour event cost. VF explained that the
selection packs were purchased whilst on offer, ensuring value for money,
costing £525. It was noted that 680 selection packs were delivered across 29
different locations and 19 towns across Kent. 150 information packs were
also provided to adults (including Team Talk, RAC, panel and training
information) and children were invited to give Santa a story about their
neighbourhood. Support provided from Housing Officers, where able to
attend, was also very much appreciated by the team.
11.
11.1
11.2
12.
12.1
Key Performance Indicators (KPI’s)
It was asked whether repairs have changed the appointment booking
process, as the satisfaction statistics seem to have dropped in the last
quarter. Booking appointments with residents would normally happen
directly with the contractor, however, previously Customer Services had
been booking appointments with residents on behalf of contractors unable
to fulfil the appointment times. It was suggested this could be part of the
reason for the drop in satisfaction levels of the people surveyed in the last
quarter.
CR commented that the KPI’s are very difficult to compare and suggested
that local, county and group statistics are put onto one sheet, as well as
colour coded, which would make it much easier to make meaningful
comparisons between areas. The panel would also ideally like a breakdown
of East and West Kent statistics, as well as targets set for the group. It was
however noted that OBU’s will change as a result of OHOV 2, with Kent
becoming part of the Hyde East region, so there are likely to be some
changes in the information provided to the panel. JB to enquire with
relevant team regarding suggested changes to format of KPI data reported
to the panel and get clarification of any changes due as a result of OHOV 2.
Staff report hardcopies
The panel would like to receive a hard copy of reports, inclusive of the
agenda. Reports should be e-mailed one week before the meeting, followed
by a hard copy in the post, saving resident printing costs. RE Team to
arrange.
JB
RE
Team
5

13.
13.1
13.2
13.3
13.4
13.5
13.6
Hydewide Residents Voice Update
DH provided an HRV update, mentioning the following in particular:
• There is an ongoing discussion around fire safety in communal areas.
Hyde appreciates that residents often want to personalise their
communal areas but there is a need to make sure that communal
areas are safe.
• OHOV 2 - DH confirmed that although residents will be involved in the
design of the assessment centre, they will not be involved in the
competency based interviews.
• DH asked staff and residents for case studies around the digital TV
switchover project currently being implemented by Hyde.
• Resident expenses are currently being reviewed
• Kent Resident Assurance Committee (RAC) is in the 2 nd phase of
recruitment, which has been extended to encourage further
membership. There are currently 9 members, with an independent
as chair for the first six months and the first formal meeting
scheduled for the 1 st February 2012.
14.
14.1
14.2
14.3
15.
15.1
Any other business
Residents who are also on the RAC have enquired as to whether the meeting
on the 1 st February can be changed, due to a late invite to the Hyde Resident
Involvement Research Launch in London. Members need to RSVP by
23/01/12, so have asked for a response. SC to feedback to AB regarding
change of date.
AB reported that there is currently no street light working on Brunswick
Field. AB reported the issue to the local parish council and the local parish
council sent a letter to Hyde regarding vandalism to the light and support
with potential breaches of tenancy, which didn’t reach Housing
Management. AB was concerned that the letter was sent to Hyde but did
not reach her local Housing Officer in this case. NH and SB to attempt to
resolve with AB, possibly with the use of a mobile camera to deter
vandalism to the light, if appropriate.
MP thanked the RE team for their contribution of vouchers, which are
helping towards the improvement of the garden area at Brian Roberts
House.
Date of next meeting
The date of the next meeting is Wednesday 18 th April 2012 at the Railway
Hotel, 1pm – 3pm.
SC
NH / SB
6