Agenda item

The Panel received a presentation on year 2 of the repairs, maintenance and investment partnership from the Osborne Account Director and Compliance Director. It was highlighted that whilst the target of 5% for calls lost had not been met during April and May and penalties had been incurred, an improvement plan and subsequent action had succeeded in turning it round.

Arising from a Member query, the Accounts Director stated that the information given for Voids Performance in the report had been corrected in the presentation.

Particular attention was drawn to:

·  the 100% gas service compliance for 17 consecutive months put Slough in the top quartile in the country;

·  the 15 service delivery plans were constantly reviewed;

·  it was recognised that the engagement plan required review and to this end Osborne had attended the first tranche of neighbourhood forums in August. The first tranche of estate days in August had also been attended and repairs were offered on the day.

In response to questions regarding asbestos, the Panel was informed that there was a high level of asbestos within the stock which reflected the age and construction types. The use of asbestos in building had been allowed up to 2000. Prior to the Osborne contract the incidence of asbestos had been unknown and surveys had not taken place. As a result the survey in the communal blocks took 5 months and had to be repeated annually. There was now a register in compliance with the regulations and alpha tracker software collected data and identified hotspots. Work had commenced on the low rise blocks, as an intrusive inspection the survey would take 18 months to 2 years. Information in regard to individual properties was based either on void properties or if asbestos was suspected during intrusive responsive repairs in which case work would not proceed until the property was surveyed. Once sufficient information was obtained cloning for similar properties would take place  Asbestos was either removed or encapsulated, the latter required recurring inspections.

In response to questions from the Panel it was noted that:

·  the 100% customer satisfaction was based on those customers who had responded to the questionnaire;

·  the de-designated schemes for fire assessments comprised the sheltered housing schemes for which fire stopping was complete. The orders for doors were subject to 7-10 weeks for manufacturing due to demand. A fire system responding to heat in addition to smoke had been ordered. A fire alarm system was being designed and would go out to tender, with a potential start at the end of the fire door programme;

·  the capital programme focussed on compliance;

·  monthly meetings were held with the Berkshire Fire Service;

·  routine appointments had not been included in the presentation as not part of the contractual reporting and had no performance targets. They were however reported monthly and the information would be shared with the Panel;

·  data on the average time for the refurbishment of voids was not available. The contractual time for Osborne ran from when the keys were handed over whereas for SBC it was when it became vacant. Responsibility for refurbishing voids transferred to the Housing (People) Services on 1 April 2019 and had reduced from approximately 91 days at the end of the financial year to about 80 which was recognised as too high;

·  the list of tenant responsibilities would be circulated to the Panel. It was noted that Interserve had undertaken more than Osborne’s contractual responsibilities such as replacing light bulbs. Recharges took place for items such as DIY, fencing and misuse.

Resolved: That

1. the report be noted;

2. a report be submitted on the length of voids;

3. Osborne to

1.  include missed appointments by residents in the report back on performance  with regard to missed performance;

2.  report back on the number of properties where asbestos had been removed;

3.  report on non contractual routine repairs ;

4.  provide a list of rechargeable repairs;

5.  demonstrate the % target for appointments kept (emergency and urgent) in a different visual to being based on volume as at present.