Customer Voice Group meeting 13 July 23

Attendees:

Lalit

Ash

Aklima

Lynne

Charlaine

Paula

Jackie

Zara

Tony (Chair)

Lou (Officer)

Sam (Officer)

Si (Voids Service Manager) - Guest

Apologies:

Christine

Empty Properties

Si explained to the group the process that his team use to manage empty properties (VOIDS). He talked through the main challenges that the service faces.

This was followed by a group discussion. The following points were raised:

Customers questioned why improvements that previous customers have made to properties were removed as part of the Voids process. Si explained that there are several reasons for this, it could be due to health and safety, or it could be that the improvement will cause problems with future repairs. For example, replacing tiles that the service don’t have replacements for.

The group suggested that Si looks into alternatives to dumping furniture and clothing that is left in empty properties citing the cost, environmental and social benefits. They identified a list of charities and organisations that take house clearances. 

The group suggested the current system of providing paint vouchers was inflexible, not meeting the needs of customers and not providing value for money.

The group agreed a future meeting should focus on The Decent Home Standard.

Next Meeting

It was agreed that the meeting in September would be replaced by a bus tour around sone of YHN’s projects

AOB

Publicity

The group asked that YHN do some publicity to raise awareness of the group – focussing on the new members and current priorities of the group

The group agreed a future meeting should focus on The Decent Home Standard.

Housing Review

Lou gave an update on Newcastle City Council’s Housing Review. The aim of the review was to look at how housing services are delivered in Newcastle to ensure that all residents’ needs are met. The review has identified a number of options for the future. These will be presented to Cabinet on 24^th July. One of the options being considered is for the council to take back management of council housing from YHN. If this option is agreed at Cabinet, the City Council will consult with tenants.

The group asked if any consultation had been carried out so far with customers. Lou explained that following the discussion at Cabinet on 24^th July NCC will be consulting with customers.

The chair asked Lou to feedback the group’s disappointment that the customer voice has not been included in the review so far given that the purpose of the review is to about providing the best possible services for tenants.  They asked for their concerns to be raised that customers views will not be taken into account when the options are discussed on 24^th July.

Actions:

Si to set up meetings with organisations to explore the possibility of working together to reduce waste.

Si to carry out a review of the paint package with the group’s input.

Lou to take forward publicising the group

Lou to put Decent Home Standard on the agenda for November

Lou to feedback the group’s comments on the Housing Review to Tina.