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The Committee considered a report which demonstrated (in the City Council’s
capacity as landlord of social housing), compliance and delivery of the Regulator of
Social Housing’s Consumer and Rent Standards.
Philip Sullivan, Chief Executive of Colchester Borough Homes (CBH), attended the
meeting to present the report and assist the Committee with its enquiries. The report
which was before the Committee presented details of the Quarter 4 (Q4) landlord
performance, together with updates of relevance to the social housing environment
in which the Council operated. A summary of the 2024/2025 year end performance
was contained in the report and its appendices, and confirmed that CBH had
performed well and had adhered to regulatory expectations. The current position with
the 2 compliance metrics which were not currently at 100% was set out in detail in
the report, and more detailed reporting on remedial actions against the ‘big 6’ health
and safety areas was reviewed by CBH’s Finance and Audit Committee, and further
information in relation to this was also provided.
Repair response times and satisfaction levels had improved in 2024/2025 compared
to the previous year and these areas were key for customers. The Committee heard
that 99.5% of the Council’s homes had met the government’s Decent Homes
Standard at year end, which represented the highest level for many years, and a
slight improvement from the previous year.
Angelique Ryan, Director of Resources, CBH, attended the meeting to provide an
update on an aspect of performance which had been raised at the previous meeting
of the Committee in respect of sickness absence. The Committee heard that on
average year-end sickness was 11.4 days per full time equivalent. This figure
comprised 8 days from long term absence and 3.4 days for short-term sickness, with
the main reasons for absence being muscular-skeletal and combined mental health
absences. Repairs and Maintenance had been the service area with the highest
absence levels, mostly due to muscular-skeletal issues. Sickness management had
been discussed at the Governance and Remuneration Committee of the CBH Board,
and a ‘deep dive’ into the issue had been scheduled for the Corporate Management
Team meeting scheduled in June 2025.
The Chief Executive of CBH, advised the Committee that the volume of damp and
mould cases in the previous year had been high, although a high number of these
cases had been pro-actively identified during ongoing Housing Health and Safety
Rating System inspections. Proactive work had been undertaken with the National
Health Service (NHS) to reduce the impact of damp and mould in Council properties,
and to improve resident satisfaction with the Council as landlord.
The Committee heard that 100% of stage 1 and 2 complaints had been responded to
on time in Q4. It was important that CBH learnt from complaints and took account of
the various publications of the Ombudsman and Regulator, and examples of how
CBH was achieving this were contained in the Officer’s report.
The Director of Resources, CBH, advised the Committee that 2 internal audits which
were of relevance to Consumer Standards had been completed during Q4, which
related to void management and risk management and the highest level of
assurance had been received in respect of both audits. An advisory audit to ensure
integrity of compliance data had also been carried out and this had demonstrated
that compliance data at CBH was robust. Additionally, CBH was in the privileged
position of having over 300 engaged residents who assisted with providing feedback
and tenant scrutiny of CBH’s services.
The Chief Executive of CBH, confirmed that CBH’s Finance and Audit Committee
had met on 30 April 2025 to provide assurance to the Board, including health and
safety and work which had arisen from fire risk assessments. Additionally, the
Operations and Performance Committee of CBH had considered a ‘deep dive’ on
safety and quality at its most recent meeting. The Committee heard that CBH carried
out benchmarking against other social housing landlords across all Key Performance
Indicators (KPIs), and further detail in relation to this was contained in the report.
A Committee member enquired whether there was a correlation between types of
buildings and damp and mould cases, and whether there was any mitigation which
could be put in place in relation to this. Additionally, the reduction in void re-let times
from 56 to 46 days was applauded, what had been done to achieve this
improvement, and were further reductions possible?
The Chief Executive of CBH believed that an element of damp and mould was
related to certain property archetypes such as non-traditional or solid wall
construction. CBH had carried out risk assessments of all the Council’s housing
stock by property archetype in relation to damp and mould, and had also considered
individual households and the potential vulnerability. CBH had also visited and
telephoned residents of households which were considered to be of the highest risk,
and had found that a key factor in damp and mould had been fuel poverty. Some
properties and households were more susceptible to damp and mould, but a
significant proportion of cases related to households with a low income who were
unable to adequately heat the property. CBH was actively targeting its resources
based on risk, and Colchester is 1 of only 2 areas in country which had signed a data
sharing agreement with NHS England to share data on the of households who could
be most affected. CBH had taken a large number of steps to reduce voids,
recognising the importance of this reduction to the Council as well as tenants and
those in need of housing. The void re-let times which were reported on now included
not just general needs housing, but specialist and temporary accommodation as
well. Resources were being allocated to carrying out pre-inspections to identify
potential issues with properties sooner, and every stage of the process was being
considered to try to increase efficiency wherever possible. CBH carried out minor
repair work itself, however, where major repairs were needed this work was
outsourced.
A member of the Committee asked whether a statistical analysis was available of the
characteristics of those households where fuel poverty was considered to relate to
cases of damp and mould? The Chief Executive of CBH confirmed that when all of
the Council owned properties had been subject to risk assessment as part of the
proof of concept stage for the housing and health project, the overriding factor in
cases of damp and mould across all property types and households, irrespective of
age or diversity, had been fuel poverty. Further details in relation to this work would
be shared with the Committee after the meeting.
In response to questioning from the Committee, the Chief Executive of CBH
confirmed that in severe cases of damp and mould, it was not unusual for remedial
works to be carried out only for the damp and mould to return within a few months,
and although CBH was able to intervene with the property itself, the cause of the
damp and mould may be circumstances in the household. The Committee suggested
that a study on why damp and mould reoccurs may be a useful exercise.
The Committee noted that at a previous meeting, it had raised the subject of stretch
targets in areas where CBH had been meeting its targets, and the Chief Executive of
CBH advised that information in relation to this was contained in Appendix 2 of the
report which was before the Committee. Some of the targets were to run over the
forthcoming 2 years, and targets had been made more challenging where this had
been considered possible. By way of example, the Committee heard that the target
for repairs being completed on time would increase to 92% from 90% over the
forthcoming 2 years. It was important to strive to improve by setting targets which
would stretch the organisation while still remaining realistic, while at the same time
recognising the financial constraints which were in place.
A Committee member wondered whether a breakdown of the types of heating which
was used across the Council’s properties, and the cost difference between using
heating of different types was available, considering that some tenants may have
higher heating bills because of the type of heating installed. It was additionally noted
that there had been 16 breaches of data protection in CBH, and additional
clarification was sought in relation to these. Was it still the case that tenants were
being approached by third party solicitors to encourage them to find matters to raise
complaints about in a bit to secure compensation, or had there been a reduction in
this practice?
The Chief Executive of CBH confirmed that a breakdown of the types of heating
installed in Council properties was available, together with comparisons of costs, and
this could be shared with the Committee after the meeting. With regard to the data
breaches, all were serious because they were data protection breach, but many
were associated with mistakes such as misdirected emails. These breaches were
not acceptable, but all details were recorded and it was important to note that
breaches had been minor including in terms of the numbers of households affected.
The number of complaints which had been associated with companies which
encouraged the submission of complaints in a manner known as ‘claim harvesting’,
had remained largely unchanged, however, CBH had worked closely with the
Council to deal with cases as quickly as possible, and to provide a robust response
where necessary to discourage such practices.
The Committee was pleased to note that 99.5% of property met the Decent Homes
Standard, however, when considering the Energy Performance Certificate (EPC)
rating of properties, it was noted that 88.54% currently had a rating of C or above,
was it achievable for all properties to be brought up to this EPC level by 2030? The
Chief Executive of CBH confirmed that CBH was very confident that this target could
be achieved, and he assured the Committee that his team was familiar with the
energy rating for every property. Social Housing Decarbonisation Grant fund money
had been received which had allowed CBH to target the worst performing properties,
and the majority of properties which did not have a C rating had a D rating, and the
more challenging properties were being prioritised.
In response to questioning from the Committee around void re-let times, The Chief
Executive of CBH confirmed that under normal circumstances general needs voids
were re-let within 5 weeks. The voids which took longer to re-let were often those
which required a 3rd party assessment, for example by adult social services. Further
information providing greater analysis of the types of voids and the re-let times could
be provided to the Committee after the meeting.
In discussion, a Committee member was pleased to note the robust stance which
was being taken with ‘claims harvesters’, however, considered that the high level of
sickness absence represented a significant area of organisational weakness. Were
actions being taken to ensure that sickness absence was genuine, and were
leadership controls strong enough to keep the numbers down. This area of operation
appeared to be out of line with other excellent areas.
The Director of Resources, CBH, confirmed that the majority of sickness absence
was long-term, and so was supported by certification from a doctor as well as a
referral to an occupational health advisor. Absence related to muscular skeletal
issues was prevalent in the Repairs Team, and sometimes the length of sickness
had related to waiting times on the NHS to receive treatment, and because of this
CBH had paid for physiotherapy sessions to support staff members returning to
work. The Committee was assured that the Board of CBH took this issue very
seriously and discussions had taken place at CBH Directors meetings and at
meetings of CBH’s Governance and Remuneration Committee. All sickness absence
would continue to be the subject of scrutiny, with additional focus on the Repairs and
Maintenance Team and the Housing Management Team which were the 2 teams
with the highest levels of sickness absence. Joint working was planned with the
Council to address similar areas of sickness absence which were being experienced.
RESOLVED that:
- The performance update which had been contained in the Officer’s report,
together with Appendices 1 and 2 be noted, and;
- The Quarter 4 complaints update, service improvement examples and
Ombudsman cases detailed at Appendix 3 be noted, and;
- The additional regulatory assurance being provided by Colchester Borough
Homes Board and Committees for Quarter 4 be noted, and;
- The remaining updates provided in the report be noted.