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Charter Monitoring Group Meeting
Date: 20.02.2014
Time: 18:00-20:00
Venue: Minerva House – Tower Bridge meeting room
MINUTES
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1.
Welcome and Introductions
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All members introduced themselves.
2.
Review of Previous Minutes
The group reviewed and approved the minutes of the previous meeting. There
were several matters arising from the minutes which were discussed:
It was noted that further clarity was required around what was considered a
formal complaint and also wanted to clarify if calls to Wandle were recorded.
The next meeting of the CSIG group would review the complaints process and
ensure a common understanding of the definition of a complaint. I was also
noted that the complaints handbook explains what is considered a complaint.
The complaints handbook is on the Wandle website.
Lovell have the ability to record calls but calls that come into the Local Area
Team are not currently recorded; there are no plans to record calls into the
local area teams at present.
Wandle were requested to explain to residents who were part of the Web and
Newsletter Group what had happened to the group. The failure to communicate
with the members of the group also required an explanation. It was noted the
group had worked hard on the newsletter and also the Wandle Website and it
felt like the group had been abandoned.
An update on the current status of this group was required, including any
rationale for disbanding it, if it has indeed been disbanded.
3.
Review Of Key Performances Indicators Q3
A brief overview was given to the group about some recent changes within the
Customer Services teams at Wandle, particularly the arrival of the new
permanent Customer Relationship Officers and Assistants, and described their
two week induction programme. It was noted that all the new starters are
enthusiastic and keen to learn, and that some performance improvements have
already taken place; further improvement is expected over the next quarter as
the new staff settle into their roles.
The frustration was expressed that residents were not given the required two
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weeks notice of the CMG meeting and that Wandle need to improve
communication with residents on all levels.
Apologies were given that not enough notice was provided and that the papers
were provided late. The group agreed that the dates of meetings for the rest of
the year will be put onto the website shortly.
All the dates shall be on the Wandle website for the core groups for the rest of
2014 (and updated on a rolling basis going forward).
Complaints
It was noted there continues to be high volumes of complaints in Q3, but
explained that this isn’t necessarily a bad thing. When customers share their
frustration / dissatisfaction via the complaints process, this provides Wandle
more visibility of the customer experience. The real issues are around how the
complaints are dealt with at the first stage – the aim is to resolve complaints
quickly and well at stage 1, reducing the number of complaints unresolved and
escalating to stage 2.
We are working closely with front line staff, including Lovell, to ensure that
things are put right straight away and all of the issues are answered and all
points responded to in a clear and concise manner. Training and refreshers in
this area will be ongoing.
Calls
Call handling was discussed across the business and was continuing to
improve; he noted though that the figures represent the calls which are
received by the Local Area Teams. The Group requested that the figures
presented at the next meeting include calls being handled by Lovell. It was
agreed that these will be reported, but separately, so as not to confuse what is
happening in each Local Area Team.
The employment of extra staff within the Lovell call centre should improve the
overall handling figures for Lovell in Q4.
Resident Involvement & Resident Support Services
I was noted that work was underway to review/refresh the approach to resident
monitoring of performance in each local area, probably through quarterly local
area forums. The idea is for meetings to be held locally within each area, and
that these meetings would allow discussion of the full range of services
provided.
From December, there were an increasing number of events in each area, for
example the Christmas event at Evan Cook Close, and estate days in Merton.
An overview was provided of resident involvement for the quarter, both via core
groups and more local events, including estate walkabouts and inspections.
The Christmas card competition and other resident involvement activities were
noted along with the December ‘meet the Board’ event.
Members of the Group asked for more information on the December ‘meet the
Board’ event and it was explained that although we have two residents on the
board, the December event was designed to give involved residents and the
Board an opportunity to meet face-to-face to discuss how things are going. The
discussion at the December event was positive.
An overview was provided of the activities of other involved residents’ groups.
He noted that the Scrutiny Panel were looking at how we support residents with
rent arrears. The Scrutiny Panel have come back with good recommendations
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as to how we can get better value from the external contractors.
The Group then had a good discussion on supporting customers in arrears,
with a particular focus on those in ‘technical’ (housing benefit) arrears. The
Group agreed that a more in depth discussion on welfare reforms, Wandle’s
support offer to residents and the impact on the business would be useful. A
discussion group drawing from across the involved residents’ groups shall be
arranged.
Customer Satisfaction- Housing Management
An overview of the Q3 customer satisfaction results was provided, noting that
satisfaction is stable. It was noted that customer satisfaction is closely linked to
the repairs service and there is still a lot more work to be done to improve this
area further.
The recent recruitment drive to get the right staff in place and the current drive
to support existing staff to improve was spoken about. There is more to be
done, and our aim is to become a top performer in this area.
Repairs
Current issues were noted with the repairs service and outlined the work
ongoing within Asset Investment and Customer Services to help Lovell achieve
the objectives set out in the agreed Improvement Plan.
It was also noted that although performance in Q3 was poor, the particularly
bad weather in November added to the pressure on the service and in
particular the call centre. The contractors are working hard to re-train their call
handling staff and have recruited a new call centre manager and supervisor.
In response to a query from the group, an overview was shown of how the
contract with Lovell works and how the contract tender was put together. He
noted there were lessons to be learnt for any future re-procurement of the
service.
4.
Discussion- Incentives for Good payment habits?
Residents were asked to give their views and suggestions on what Wandle
could give back to residents who have (and those who develop) good payment
habits as an incentive for residents to continue to pay regularly.
The point was made that it is important to ensure that residents on Housing
Benefit are not disadvantaged because of HB payment in arrears.
It was noted that it would only be a true incentive if every resident who is in
credit or has good payment habits is rewarded.
Vouchers are good if flexible and suggested any incentive should offer choices
to residents.
Overall the idea of implementing an incentive programme was well received
and residents welcomed Wandle exploring this further.
5.
AOB
No other business.
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