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Hounslow Tenant and Leaseholder Scrutiny Board Review Tenants’ Repair Services: Findings and Recommendations June 2018 HTLSB 18/19
Hounslow Tenant and Leaseholder Scrutiny Board
Review Tenants’ Repair Services:
Findings and Recommendations
June 2018
HTLSB 18/19
Appendix A: Initial Review Scope and Plan
Appendix A - HTLSB Repairs Service Report 1
Review of Tenants’ Repair Services
Final Report
Contents Page
1. Introduction and Purpose of the Review .........................................................................2
1.1 Background ....................................................................................................................2
1.2 Scope of Review .............................................................................................................2
1.3 Approach to the Review ..................................................................................................2
2. The Repairs Service ..........................................................................................................3
2.1 Overview ........................................................................................................................3
2.2 Performance indicators ...................................................................................................3
2.3 Self-assessment of service against sector standards ......................................................4
2.4 Board Members’ assessment of relevant www.hounslow.gov.uk internet pages .............4
3. Board Members’ overall assessment of the repairs service ..........................................5
3.1 Performance against targets. ..........................................................................................5
3.2 Quality of Customer Service ...........................................................................................5
3.3 Assessment of information available on Internet .............................................................6
3.4 Planned service development .........................................................................................6
4. Recommendations ............................................................................................................8
Appendix A: Initial Review Scope and work plan ......................................................................9
Appendix B: Responsive Repairs Process ............................................................................. 11
Appendix C:Service Self-assessment against customer relations quality criteria ................... 12
Table 1: DCLG Guidance criteria ........................................................................................... 12
Table 2: CIH Charter Criteria for Housing Repairs Service .................................................... 14
Appendix D. Example housing tenants webpage ................................................................... 17
i. Brent ................................................................................................................................. 17
ii. Greenwich .......................................................................................................................... 18
Appendix A: Initial Review Scope and Plan
Appendix A - HTLSB Repairs Service Report 2
1. Introduction and Purpose of the Review
1.1 Background In the summer of 2017, the newly re-formed Hounslow Tenant and Leaseholder Scrutiny Board (HTLSB) agreed that their first review would focus on:
• The quality of the tenants’ repairs service as measured against criteria reflecting customer experience and expectations; and
• Proposing cost effective or no cost (alternative) options to improve the service in the future. This report sets out:
• The findings of the review, providing a general overview of the repairs service including:
o Current repairs service performance standards, customer satisfaction data and complaints;
o An assessment of the quality of the service against DCLG and CIH criteria; and
o Additional findings arising from assessment of internet and demonstration of work
allocations software.
• The recommendations of the Board following their consideration of the review findings. The report and recommendations will be circulated to the relevant Cabinet Member, the Tenants’, Leaseholders’, and Sheltered Tenants’ Joint Consultative Committee, the Head of Repairs and Estate Management, and the Responsive Repairs Manager. The report will also be copied to the Chair of the Housing and Environment Scrutiny Panel for information.
1.2 Scope of Review In July 2017, the Board met to agree the principle aims, scope and key lines of enquiry of the review into the tenants’ repairs service. These are summarised in Appendix A,
1.3 Approach to the Review The review was undertaken through literature review, presentations and information from and discussion with officers, and evaluation by members. In particular, Board members:
• Received a presentation from the Head of Repairs and Estate Management setting out the key features of the service, relevant targets and the service’s performance against those targets;
• Attended a demonstration of the new repairs logging software;
• Requested the service to complete a self-assessment against 2 sets of customer service quality criteria: Those proposed by DCLG and those proposed by the Chartered Institute for Housing (See Appendix C); and
• Carried out a review of Hounslow web pages and those of other boroughs. It should be noted that with respect to comparison with other boroughs, the diversity of the nature of repairs services from borough to borough and poor availability of comparable performance data.
Appendix A: Initial Review Scope and Plan
Appendix A - HTLSB Repairs Service Report 3
2. The Repairs Service
2.1 Overview The London Borough of Hounslow has a housing stock of approximately 16,000 homes and carries out in the order of over 38,000 repairs a year. The Repairs Service is in the process of introducing a new repair management system that will ultimately enable tenants to log, monitor and if necessary alter and provide feedback on the repairs they need. The first phase, introduced in January 2018 is service facing system to manage logged repair callouts. The second phase will see a customer facing interface being introduced together with a text based feedback application. Appendix B sets out a simple summary of the repair ‘call to completion’ process. Repairs are categorised as follows:
• Emergency (99) repairs such as:
Target: Proportion of repairs responded to in 24 hours is 96%
• Urgent (05) repairs such as:
Target: Proportion of repairs responded to in 5 days is 96%; And
• Routine (20) repairs such as:
Target: Proportion of repairs responded to in 20 days is 96%; The service also seeks to carry out all repairs in one visit.
2.2 Performance indicators The following performance data were collected in the period October 2016- October 2017. During this time:
• 10,646 Emergency repairs were completed of which 10,030 were completed in 24 hours (97% against target of 96%); 10,114 (95%) of these repairs were completed in one visit;
• 6892 Urgent Repairs were completed of which 5575 were completed within 5 days (81% against target of 96%). 6,478 (94%) of these repairs were completed in one visit; and
• 13,105 Routine repairs were completed of which 11,474 were completed within 20 days (88% against target of 96%). 11, 663 (89%) of these repairs were completed in one visit;
In the same period, the service recorded 224 (0.8%) missed appointments by the contractor.
Appendix A: Initial Review Scope and Plan
Appendix A - HTLSB Repairs Service Report 4
In the period between April 2017 and October 2017. 825 appointments were missed by the resident. This is equivalent to a rate of 7.7%, 9 times that of the proportion of appointments not honoured by the service. Finally, the service commissioned an independent one-off customer satisfaction survey that asked: ‘Thinking about the most recent repair completed, how satisfied or dissatisfied were you with the following’: o the speed of the works carried out? 80% of tenants were satisfied
o the attitude of the operative who attended? 91% of tenants were satisfied o the overall quality of the works carried out? 83% of tenants were satisfied
The results of this survey will act as a benchmark for customer feedback obtained by text on all repairs as part of the full implementation of the scheduling and job planning software due later in the year.
2.3 Self-assessment of service against sector standards The self-assessment was completed by the Responsive Repairs Manager against a number of quality measures of aspects of good customer service (See Appendix 3). The criteria are based upon those proposed by DCLG (Table 1) and those proposed by the Chartered Institute for Housing (Table 2). Board members’ comments are included in the right-hand column of each table and will be summarised in Section 3.
2.4 Board Members’ assessment of relevant www.hounslow.gov.uk internet pages
This is covered in the Board Members’ overall assessment in Section 3 below.
Appendix A: Initial Review Scope and Plan
Appendix A - HTLSB Repairs Service Report 5
3. Board Members’ overall assessment of the repairs service The Board Members discussed the information provided by the service on a number of occasions. These discussions have been summarised under 4 main headings: Performance against targets; quality of customer service; internet-based information; and planned service development.
3.1 Performance against targets. Members were broadly of the view that the key performance indicators and associated targets were appropriate and that the performance of the service against these targets was within acceptable tolerances. They also recognised that the roll-out of the new software should, in principle, deliver improved performance (although see section 3.4). Members were reassured that responses to emergency repairs exceeded the target. On the other-hand, response to urgent repairs especially was significantly below target and, aside from relying solely on the new software members recommend1 that the service has a clear action plan in place to improve this aspect of the service. Members noted the considerable number of appointments that were missed by residents, but believe that the introduction of the new customer facing system should have a positive impact in reducing missed appointments. Members recommended2 that this indicator be reviewed 6 months following implementation.
3.2 Quality of Customer Service
Board members welcomed the self-assessment undertaken by the Responsive Repairs Manager, and the positive spirit in which it had been completed. The Board’s detailed responses to specific quality criteria are recorded on the table itself. Internet resources relevant to the repairs service are discussed in Section 3.3 below. A number of other recommendations arise as follows: Availability of Information (Table 1: 1a, 1b, 2a-c, 2g, 2h. Table 2: 1e-f, 2a, 3a, 3d.) The board is of the view3 that information about the repairs service, its service standards, performance (quarterly) against these standards and site specific news should be more readily available to residents. Common areas, estate and other offices, Hounslow Matters and communication materials of relevant Community Organisations offer a variety of opportunities. The Board recommends4 a number of routes for residents to communicate with the service on general matters, together with better information about specific opportunities to engage, such as estate ‘walk-abouts’ and residents’ forums. The Board also recommends5 Quarterly reporting of performance data would increase trust and confidence in the service, help manage expectations and reduce the vacuum of evidence that currently exists. The Board would be happy6 to work with the service on these matters as proposed in Table 2, Section 3d. Access to the service (Table 1: 2a, Table 2: 1a, 1b)
1 Recommendation 1 2 Recommendation 2 3 Recommendation 3 4 Recommendation 4 5 Recommendation 5 6 Recommendation 6
Appendix A: Initial Review Scope and Plan
Appendix A - HTLSB Repairs Service Report 6
The Board are strongly of the view that access to the service only via email and telephone is at best making it difficult and at worst potentially excluding a considerable number of residents from the service. This is discussed in greater detail in Section 3.4. Flexibility of the Service (2b, 2d) Board Members believe that optional morning/afternoon weekday appointments fall far short of what might be termed a flexible service. Even limited availability7 of some evening/weekend appointments would almost certainly be welcomed by tenants and leaseholders alike and may reduce Code 20 degenerating to Code 05 repairs due to delay through residents having difficulty in attending in the working week. Joining a benchmarking Club (Table 2: 3f) The Board supports the service’s suggestion that it might form or join a club of similar borough housing repairs services. In particular, the board would be keen to explore a parallel club of Tenants Scrutiny Boards with the potential to share resources and skills, co-ordinate reviews and learn from others experience8.
3.3 Assessment of information available on Internet The Board are concerned about the lack of content and poor quality of the Repairs Service sections on Hounslow.gov.uk. As the prime/only source of information, the web based information falls far short of the standards of other Boroughs (see Appendix D for examples from other Boroughs). It is understood that the website is soon to be overhauled in which case the Board recommends reference to the CIH Charter when building content. Board Members would be open to undertaking customer input to or testing of the design, content and accessibility of any new web-based information being developed.9
3.4 Planned service development The Board were pleased to receive a demonstration of the new software currently serving to manage repair jobs. Two issues, related to the direction of travel of the service, have arisen from the demonstration and from responses to the self-assessment. The first issue is a simple one in that, when a resident logs a repair in common/shared areas, there appears to be no arrangements in place to notify fellow residents that the repair has been logged, when it will be attended to, or that the matter has been resolved. Consequently, the Board recommends10 that some thought be given to a solution in this respect, as it would undoubtedly reduce multiple calls for the same repair, manage expectations and to a small extent engender a sense of community amongst residents sharing spaces and facilities. The second issue relates to the increasing use of the internet as the preferred vehicle for delivering the service. Whilst the Board recognises that this is a perfectly sensible development, it is concerned that, at the current time, there remain a considerable number of people, who because of their age in relation to the advent of computers at school and in the workplace, have been effectively stranded as analogue customers in a digital world.
7 Recommendation 7 8 Recommendation 8 9 Recommendation 9 10 Recommendation 10
Appendix A: Initial Review Scope and Plan
Appendix A - HTLSB Repairs Service Report 7
Age UK estimate11 that almost a quarter of those aged 65-75 and over 50% of those older than 75 rarely, if ever use the internet. The average life-expectancy of those aged 65+ is just short of 20 years, so it will be for some time (2035 and beyond in fact) that this pre-digital cohort will continue to demand analogue access to goods and services. In Hounslow, this correlates to approximately 12,330 of residents who are likely to demand non-digital access to the Borough’s services. For the Housing Repairs Service, this suggests that some 1,920 households may not have equal access to the services on offer, with phone as their only alternative means to requesting a repair. On the basis that 1,920 households is probably a conservative estimate (as no adjustment has been applied to account for the fact that council tenants are likely to be skewed towards the 65+ cohort.), the Board strongly recommends12 that the service explores ways to offer alternative access to their contractual rights which is equal to that of those younger than 65
11 Age UK., Laterlife UK Factsheet, April 2018 12 Recommendation 11
Appendix A: Initial Review Scope and Plan
Appendix A - HTLSB Repairs Service Report 8
4. Recommendations The HTLSB have made the following recommendations: 4.1 That the Repairs Service has a clear action plan in place to improve the under-performance in
time of response for code 05 and code 20 repairs; 4.2 That the proportion of appointments missed by the tenant be reviewed 6 months following
implementation of the customer facing software; 4.3 That information about the Repairs Service, its service standards, performance (quarterly)
against these standards and site specific news should be more readily available to residents; 4.4 That a communication route is opened for tenants and leaseholders to communicate with the
service on general matters, together with better information about specific opportunities to engage with the Service, such as estate ‘walk-abouts’ and residents’ forums;
4.5 Quarterly reporting of performance data should be made through a variety of media and that
where possible this should be site specific;
4.6 The HTLSB welcomes the proposal to work with the Service on how regular information on comparative costs, performance and satisfaction can be conveyed in a format which enables tenants and leaseholder to make evidence-based value for money judgements about the service;
4.7 The Service considers the viability of offering some early evening and Saturday appointments
to improve the flexibility of the service; 4.8 The Board supports the Service’s suggestion that it might form or join a club of similar
borough housing repairs services for benchmarking purposes. The Board would be keen to explore a parallel club of Tenants Scrutiny Boards with the same boroughs with the potential to share resources and skills, co-ordinate reviews and learn from others experience;
4.9 That an overhaul of the Repairs Service’s web pages is undertaken using the CIH Charter as
a guide to content. The Board would be happy to offer customer input to the new web pages as they a\re developed;
4.10 Some thought be given to how relevant residents are notified that a repair in a communal area
has been reported and informed of the expected date of repair, updates and completion; and
4.11 That the Service explores ways to offer alternative but equal access to the service for those that do not use the internet (primarily a cohort of those 65+)
The Board would welcome an initial response from the Service before it circulates the report to the Cabinet member for Housing, the Tenants, Leaseholders, and Sheltered Tenants Joint Consultative Committee and the Chair of the Housing and Environment Scrutiny Panel in the early autumn. The service will be invited to submit a formal response to coincide with circulation to the TLSTJCC. An update on progress in implementing the Boards recommendations will be sought towards the end of the year.
Appendix A: Initial Review Scope and Plan
Appendix A - HTLSB Repairs Service Report 9
Appendix A: Initial Review Scope and work plan
Project Co-ordinator: Project Support: Michael Edley
Project Summary: Review of Housing repairs for tenants and common area repairs for leaseholders
Key Drivers Desired Outcomes/Benefits: Communications/stakeholders
• Board members identified areas of concern relating to the repairs and maintenance service
• The Hounslow team are looking to reshape the service in the near future. – cf Online boooking
• Based upon discussion between board members and officers this initial review should focus on the customer/provider interface and customer satisfaction i.e. That the service is
• accessible to customers;
• accountable to customers;
• Responsive;
• Timely and of good quality; and
• continually striving to improve
Overall Project Outcomes
• A better understanding of service standards and performance indicators relevant to the customer experience
• Proposals for key measures to materially improve the service-customer interface leading to cost savings, efficiencies and increase in standards and customer satisfaction
Anticipated Financial Benefits
Efficiencies above may lead to cost savings
• Lead Member for Housing
• Head of Housing Repairs service and officers
• Residents in council/social leased housing
• Housing & Environment Scrutiny Panel
In Scope: The review will focus on: Out of scope: The following will not be considered
in the review Resources and Methodologies
• the customer facing services associated with Housing repairs;
• Complaints relating to repairs service
• Comparison with similar boroughs: Ealing, Brent, Hillingdon;
• Comparison with CIH repairs and complaints Charters (relevant parts)
The review will need to take the views of a representative cross section of Council tenants in terms of location, ethnicity, age, family status and other factors
• Leaseholder repairs services for common areas (possible future review);
• Cyclical maintenance services
• Service Providers specifically and their management structures
• Other aspects of the Repairs service such as staff training, resourcing and support
• Financial management
Resources/People: Name and Location Methodologies? Internet research Process mapping and testing Data description and analysis Face to face interviews Report writing
Overview: A Review of the overall service and its quality across a number of criteria that reflect customer experience and
expectations. Benchmarking appropriately to provide objective assessment of services in Hounslow and
suggesting cost effective or no cost (alternative) options to improve the service in the future.
Appendix A: Initial Review Scope and Plan
Appendix A - HTLSB Repairs Service Report 10
Work streams/Tasks Timescale Progress Key Concerns
Descriptive and Quantitative Review of current provision, including:
• Process mapping/description of existing service (the customer journey)
• Customer assessment
• Scale and cost of service
• Flexibility and Resilience • Handling Complaints, compliments
and suggestions
• Provision of information/transparency
Internal and external Benchmarking to evaluate provision: Quality and ‘quantity’ of offer (performance measures) and benchmarking Ambition/opportunities. Proposing Options for improvement
Oct Nov Dec April
To date :
Still to do:
Decisions/guidance needed? Decision/Recommendation
Dependencies: (e.g. on other projects or other directorates)
Door to door surveys Questionnaire design Focus groups
Policy, scrutiny and intelligence and housing services for performance data Communications for questionnaire design HR/Adult Ed for advice regarding personal safety, E&D etc Housing services for list of tenants having had repair in the last year
Appendix A: Initial Review Scope and Plan
Appendix A - HTLSB Repairs Service Report 11
Appendix B: Responsive Repairs Process
Once the repair is finished the status of the job moves to full completion; this can be viewed on the Housing database (OHMS) by all Housing and Customer Service Centre teams
Some repairs will need more than one visit.
Operative attends the repair and uses the handheld device to update job information into Cloud Dialogs eg. the type of repair may differ at this stage from the information taken by Customer Service Centre.
Job is allocated into the scheduling system for Repair Operatives to attend as required.
Tenant is advised of the appointment date and time for the repair when they make the service request unless it is priority 99 when they are advised to remain available.
Diagnostic software is used to clarify priority of job eg. 99/05/20 and estimate of time needed to complete the repair.
Service request received by Customer Service Centre at the Civic Centre by telephone or email.
Appendix A: Initial Review Scope and Plan
Appendix A - HTLSB Repairs Service Report 12
Appendix C: Service Self-assessment against customer relations quality criteria
Table 1: DCLG Guidance criteria
Criteria
Service Self-assessment
Board Members Comments
Y/N Evidence (Link or explanation)
1 Registered providers shall ensure that tenants are given a wide range of opportunities to influence and be involved in:
a. The formulation of their landlord’s housing-related policies and strategic priorities
N Recommend better communication about how and when tenants will have the opportunity to influence these matters
b.
The making of decisions about how housing-related services are delivered, including the setting of service standards
N
c.
The scrutiny of their landlord’s performance and the making of recommendations about how performance might be improved
Y Tenant’s scrutiny panel recently set up
d. The management of their homes, where applicable
N
e.
The management of repair and maintenance services, such as commissioning and undertaking a range of repair tasks, as agreed with landlords, and the sharing in savings made
N
f. Agreeing local offers for service delivery.
N
2 Registered providers shall provide tenants with accessible, relevant and timely information about:
a. How tenants can access services
Y Information on the internet
Board members view is that information on the internet is at best difficult to access and are unable to find information on standards
b.
The standards of housing services their tenants can expect
Y Information on the internet
c.
How they are performing against those standards
N Members were of the view that performance of the service should be available in a number of ways, e.g. internet, Hounslow Matters, communal areas etc.
d.
The service choices available to tenants, including any additional costs that are relevant to specific choices
Y Advised when discussing repairs over the phone.
Members would like to see at least some general guidance on the internet as to the choices available.
Appendix A: Initial Review Scope and Plan
Appendix A - HTLSB Repairs Service Report 13
Criteria
Service Self-assessment
Board Members Comments
Y/N Evidence (Link or explanation)
e.
Progress of any repairs work Y Only on contacting the call centre
For repairs to common areas, all residents need to be informed that a repair request has been registered and when it is expected to be carried out (see section 3.4)
f.
How tenants can communicate with them and provide feedback
N Members are of the view that a line of communication is established for queries and feedback.
g.
The responsibilities of the tenant and provider
Y Information on the internet and when they contact the call centre
The information leans towards responsibilities of tenants and little else of substance.
h.
Arrangements for tenant involvement and scrutiny.
Y On website Members noted that whilst a link to this information is itemised under estate services, no such link exists. link to tenants front page
Appendix A: Initial Review Scope and Plan
Appendix A - HTLSB Repairs Service Report 14
Table 2: CIH Charter Criteria for Housing Repairs Service
Criteria
Service Self-assessment Board Members’
comments Y/N Evidence
(Link to or brief explanation)
1 We provide an accessible and accountable repairs service
a. All of our tenants can easily access the repairs service, we offer a range of options for how tenants can report a repair
Y We offer access over the phone or via email
b. We offer equal access to our responsive repairs service regardless of age, disability, gender, marriage or civil partnership, pregnancy and maternity, race, religion or belief, sex and sexual orientation
Y The repairs service is more about the property rather than the person therefore it would be hard to deny access to any of these groups
c. We collect relevant and meaningful information on the profile of our tenants which helps us to tailor how we deliver the responsive repairs services. Information collected is safely stored and used in accordance with data protection requirements
N A one-off assessment of tenants that have access to the internet may be of value to better understand demand for alternative access (see section 3.4)
d. We ensure effective two-way communication with our tenants
N Members are of the view that a line of communication should be established for queries and feedback.
e. We clearly set out and communicate with tenants what our responsive repairs service can and cannot deliver, including what we will charge/ recharge for, to enable us to effectively manage expectations and we apply this approach consistently and fairly
Y This is set out on the website but could be clearer. The call centre advise on recharges and so do the planning team where necessary
The information on the website is limited in the view of the board
f. We have clear policies, procedures and processes in place for delivering the responsive repairs service which set out the aims of the service and the roles and responsibilities of all parties
Y We have several procedures in place outlining roles and responsibilities when delivering responsive repairs
These could be included on the website
2 We deliver a quality responsive repairs service
a. There is clear operational responsibility for the delivery of the responsive repairs service
Y See responsive repairs structure
Members were unable to locate this on the website
Appendix A: Initial Review Scope and Plan
Appendix A - HTLSB Repairs Service Report 15
Criteria
Service Self-assessment
Board Members’ comments
Y/N Evidence (Link to or brief
explanation)
b. We offer flexibility about how the service is delivered, that meets the tenants needs
Y We offer morning or afternoon appointments and can provide some flexibility within these parameters.
Members view is that this is a token flexibility
c. Right first time: We ensure that the repair is done in one visit where feasible, to the required quality, and to the overall satisfaction of the tenant
Y 93% right first time (17/18). We post inspect 10% of all repairs. Whilst we do not currently undertake a customer satisfaction survey, we only receive complaints on 0.36% of the repairs we do (17/18).
The Service should be proud to inform their customers of these achievements
d. We provide flexible appointments that balances the needs of our tenants with delivering a value for money service
Y We offer morning or afternoon appointments and can provide some flexibility within these parameters.
See comments above
e. We take opportunities to improve, and maintain the sustainability and energy efficiency of our stock
Y We take recommendations from our material suppliers on various issue such as value for money and sustainability.
f. We have an effective quality assurance system in place to ensure the quality of work carried out consistently meets our required standards
Y We post inspect 10% of all orders for cost and quality.
Information on the outcomes of this QA approach should be published
3 We continually strive to understand and improve our performance
a. We have an effective performance management framework in place to report, monitor and review performance. These include challenging performance targets which are at a team, service provider and individual level.
Y Our quality performance team provide monthly reports on KPI’s and team performance. They also monitor the productivity of the tradesman.
These Reports should be published
b. Our repairs targets are subject to regular review and demonstrate continuous improvement
Y We discuss KPI’s with senior management on a monthly basis and they are also discussed at Departmental leadership Team meeting.
c. Tenants are encouraged and empowered to hold us to account
Y We hope the new Tenant and Leaseholder Scrutiny
Members noted that estate inspections are also relevant here but
Appendix A: Initial Review Scope and Plan
Appendix A - HTLSB Repairs Service Report 16
Criteria
Service Self-assessment
Board Members’ comments
Y/N Evidence (Link to or brief
explanation)
about the delivery and performance of our responsive repairs service.
Panel (TLSP) will allow for this.
the schedule of inspections is listed on the website with no explanation of their purpose or that tenants are invited to participate.
d. We provide our tenants with regular information on comparative costs, performance and satisfaction in format which has been agreed with them, to enable evidence-based value for money judgements to be made
N We think that this is a task the TLSP can lead on.
The HTLSB would welcome the opportunity to work with the service
e. We welcome all feedback about our responsive repairs service - including comments, compliments and complaints, and meaningful satisfaction information. We use this feedback intelligently to continuously review and improve our service
Y We use comments and complaints as checks and balances to ensure we do not just rely on performance data.
f. Good practice is sought and adopted from within and outside the sector
Y We are considering returning to a repairs and maintenance benchmarking club.
The Board welcome this initiative and could also see benefit in a parallel arrangement with club members’ tenant boards
g. Our responsive repairs service is continuously reviewed to minimise waste, avoid duplication and improve environmental sustainability
Y We are working with our suppliers and health and safety team to think of better ways of dealing with waste.
This is an area the board might explore in future reviews
Appendix A: Initial Review Scope and Plan
Appendix A - HTLSB Repairs Service Report 17
Appendix D. Example tenants’ and leaseholders’ webpages i. Brent
Appendix A: Initial Review Scope and Plan
Appendix A - HTLSB Repairs Service Report 18
ii. Greenwich
