TAROE National Conference Delivering excellent repairs and maintenance services Steve Osborne

Agenda  Introductions  Seeing the wood for the trees  What are local offers?  What does an excellent landlord look like?  What does an excellent repairs service look like?  What do you think makes an excellent repairs service? service?

Getting the basics right!

Seeing the wood for the trees!  New regulatory framework  Local offers  Co-regulation  NTV / Tenant scrutiny  TSA to be ‘deleted’?  Audit Commission disbanded  Squeeze on finances  Future of Housing Inspection?  More demand / less supply?  What does the future hold?

TSA National Standards Proposed standardParticular requirements 1. Tenant Involvement and Empowerment Involvement and Empowerment Customer Service and Choice (including in relation to Equalities and diversity, and tenants with additional support needs) Complaints 2. Home Repairs and Maintenance Quality of Accommodation 3. Tenancy Agreement Allocations Rent Tenure 4. Neighbourhood and Community Anti-Social Behaviour Neighbourhood Management Local Area Cooperation 5. Value for Money Value for Money 6. Governance and Financial Viability Governance Financial Viability

TSA National Standards – Local Offers! Proposed standardParticular requirements 1. Tenant Involvement and Empowerment Involvement and Empowerment Customer Service and Choice (including in relation to Equalities and diversity, and tenants with additional support needs) Complaints 2. Home Repairs and Maintenance Quality of Accommodation 3. Tenancy Agreement Allocations Rent Tenure 4. Neighbourhood and Community Anti-Social Behaviour Neighbourhood Management Local Area Cooperation 5. Value for Money Value for Money 6. Governance and Financial Viability Governance Financial Viability

Local Offers  Annual report to tenants - Oct 2010 – in place by April 2011  Some services tailored to meet local residents needs - if you want them  Applies to tenant involvement & empowerment, home, and neighbourhood and community standards  What is ‘local’? – whatever you want!  Issues to consider:  Standards of performance  How performance will be monitored, scrutinised and reported to tenants (and others)  What happens if local offers are not met (redress)  Review arrangements

TSA National Standards Proposed standardParticular requirements 1. Tenant Involvement and Empowerment Involvement and Empowerment Customer Service and Choice (including in relation to Equalities and diversity, and tenants with additional support needs) Complaints 2. Home Repairs and Maintenance Quality of Accommodation 3. Tenancy Agreement Allocations Rent Tenure 4. Neighbourhood and Community Anti-Social Behaviour Neighbourhood Management Local Area Cooperation 5. Value for Money Value for Money 6. Governance and Financial Viability Governance Financial Viability

Home Standard – Repairs & Maintenance Registered providers shall:  Provide a cost effective repairs and maintenance service to homes and communal areas that responds to the needs of, and offers choices to, tenants, and has the objective of completing repairs and improvements right first time  Meet all applicable statutory requirements that provide for the health and safety of the occupants in their homes

What does a 3 Star Landlord look like? Customer Focussed service Clear service Standards Integrated IT system Performance Management Culture Awareness of costs and VFM Continuous improvement embedded Strong Leadership Effective Business Planning Increasing customer satisfaction Customer feedback used

Excellent Response Repairs Service Effective appointment scheme Effective means to diagnose repairs accurately Good performance High level of customer satisfaction Good information provided for customers on the repairs service Effective post- inspection scheme Effective partnership service delivery which achieves VFM Reasonable level of emergency repairs Easy to report repairs Robust methods for assessing performance Effective out of hours repairs service Link between repairs and DH services to inform DH programme Handyperson service for vulnerable customers Low % of responsive repairs compared with planned repairs or improving trend Effective recharge scheme operating Batching repairs to improve efficiency

What works well in the repairs & maintenance?

What doesn’t work well in the repairs and maintenance service?

What is the one main issue you want to see improved?

Final thoughts…  Has your landlord started developing local offers?  What do you want to see in your ‘local offer’ on repairs?  Focus on what makes an excellent repairs and maintenance service for you

Any questions? Thank you for your time!