Tenant Scrutiny Report Estate Monitoring and Grading 2012 Report Compiled by: Michelle Simmonds on behalf of the Tenant s Scrutiny Panel Date of Issue: December 2012 Review Date: December 2013 1
East Kent Housing Scrutiny Report Estate Monitoring and Grading Contents Page 1. Introduction... 3 2. Tenant/Leaseholder Scrutiny Panel Members... 3 3 Project... 3 4. Desirable Project Outcomes... 4 5. Project Process... 4 6 Findings... 5 7. Overall rating of the current system... 5 8. Recommendations and action plan... 6 9. Best Practice... 9 Acknowledgements... 10 Appendix 1- Minutes from meetings... 11 Appendix 2-Tenant Inspectors Survey Results... 19 Appendix 3- Findings... 28 Appendix 4- Examples of Good Practice... 33 Appendix 5 Example of some pages from one of the estate grading systems... 41 2
1. Introduction The Estate Monitoring and Grading Scrutiny Panel was established to operate on behalf of all tenants to ensure that services are of the highest standard possible. The panel looked critically at the service to see if it is needed, if it works and if it can be done better or more cost effectively. In the EKH area there is also the additional need to achieve consistency across different services in the four areas. 2. Tenant /Leaseholder Scrutiny Panel Members Scrutiny panel members were recruited from existing participation structures, from an advertisement in East Kent Housing News and from the East Kent Housing website. The following members were recruited from each of the four areas: Canterbury Gwen Boyce Barbara Ansell Tess Caravan Shepway Mark Ryan Sally Maycock Dawn Bushnell Dover Sandra Murray Carol Hill Caron Howe Thanet Kevin Cox Mary MacDonald Robert Chapman EKH Supporting Staff The following EKH Staff supported the tenants with the scrutiny process, providing information, arranging venues, refreshments and transport if necessary. Michelle Simmonds- Housing Services Manager Sue Harris- ASB Co-ordinator Denise Kennett -Tenant Participation Officer Rebecca McGuiness -Tenant Participation Officer EKH supporting staff initially met with members of the Estate Grading and Inspection scrutiny panel on 3 May 2012. This meeting outlined how the process should work and what was expected of the panel members. The project scope and desirable project outcomes for the review were also discussed. Further meetings were held on 12 July 2012, 13 September 2012 and 22 November 2012 (minutes from meetings attached in Appendix1) 3. Project Scope The scrutiny panel reviewed the following: How estate inspections are carried out across all four areas The advertising arrangements for these The paperwork completed for estate inspections and gradings 3
The use and development of tenant inspectors for estate grading and inspections The process used for estate grading How estate grading and estate inspections are used to improve estates How estate inspections and estate grading can be used to develop community engagement activity on particular estates The cost of estate inspections. 4. Desirable Project Outcomes An estate inspection regime that encourages residents and other agencies to join in and suggest improvement on our estates. A uniform way of inspecting and grading estates that can be used to measure performance across all four areas An estate inspection process that meets the needs of our insurers and reassures the EKH Board that our health and safety responsibilities are met. The development process that uses estate grading and estate inspections to develop action plans and improvements for those estates that falls below good standards. Measurable service standards that can be used to measure success of this process. A system for inspecting all the housing areas that provides the best value for money. 5. Project Process An initial meeting was held with all the participants in May 2012 at the Thanington Resource Centre. This meeting brought all the members of the panel together to establish the role of the panel and the time frame for the scrutiny exercise. The process was carried out in four stages. The first part of the scrutiny was a desk top exercise carried out by officers, who researched how estate inspection and grading is currently undertaken in all four areas. The second stage was to review the service in detail, looking at good practice across the four areas, as well as best practice across the country. Stage three was the writing of this report detailing the recommendations and action plan for better delivery of this service for all four areas. Stage four is the presentation of this report to the Board, the implementations of the action plan and the future reporting on the actions. The panel met on 12 July 2012 to review all the information that had been collated from the desktop exercise. A survey of all tenant inspectors within the four areas was also completed before the first meeting was held (see appendix 2). This information was sent to all panel members before the meeting. During this meeting, the panel looked at how estate inspections and grading are carried out across the four areas and how it is done elsewhere within high performing ALMOs. The role of estate grading and inspections was discussed in detail, and it was agreed that this was a service that should be continued and developed further in order to meet health and safety requirements. The panel wanted to see the introduction of a single grading system that could be used across all four areas, as it was clear that every area had different processes and grading systems. The panel also felt that a similar grading system should be developed for sheltered schemes, as none existed at present. It was agreed that the results of all inspections and gradings should be fed back both to residents living in the areas inspected and to the tenant inspectors who had carried out any inspections themselves. 4
The panel was sent a discussion sheet before the meeting, so that each member could prepare their thoughts on how they wanted to change the service. These completed discussion sheets formed the basis of the recommendations that were made at the panel meeting held on 13 September 2012. The aim of this meeting was to agree the majority of the recommendations, so that the draft report could be prepared and discussed at the final meeting. It also looked at the costs of current services in each area. The panel members were asked if they would like to write the final report, but all were happy for officers to bring the draft to the third meeting for discussion and sign off. The final meeting was held on 22 November 2012, when the draft report was reviewed and amended. There was also a discussion on how to use the results of estate inspections to improve estates that fall below good standards, as well as establishing estate standards. The scrutiny record sheets for each meeting and the discussion sheet are attached in Appendix 1 6. Findings The Council s insurance officer recommended that every area needs to have a formal documented inspection at least once a year, but preferably twice a year in order to meet health and safety requirements. This was not found to be the case, especially for the small rural areas. The panel considered all the information given to them and decided that this was an essential service that needed to be continued and expanded in order to meet health and safety requirements, as well as provide a more equal service to tenants and leaseholders. The details of the desktop exercise that show the findings can be found in appendix 3. Summary of the findings- All four areas use different ways to carry out estate inspections Formal estate inspections do not take place on each estate in every area Three of the four areas have a grading system using a pictorial guide, but the grading systems are not the same and so cannot be compared Tenant inspectors are used in different ways in each area The results of the inspections are not publicised well enough across all areas Each area involves different staff members, so the costs vary for each district Tenant inspectors need better feedback to their inspection results and also need plans of the estates they are inspecting showing the ownership of the land The results of the inspections are not used to improve the estates That the grading system does not exist for sheltered schemes Estate inspections need to be better publicised to encourage better attendance Elements of best practice are already in the current inspection and grading systems. 7. Overall rating of the existing service Some of the elements of the current service match best practice, such as the use of pictorial guides and tenant inspectors. These are in line with HouseMark national standards. However, there are three different versions within the EKH area and this needs to be modified into one four grade system in order to be consistent within each area and also national standards. This will then allow mystery shopping to take place within the EKH area by tenants and leaseholders of any area. 5
It was very clear that the quality of this service is inconsistent across the four areas, with poor feedback on inspection results being the main criticism by tenants. There are no costs to benchmark our costs against outside of the four areas, and so it is difficult to see if the service is value for money. However, the findings show that by restricting the number of officers attending each inspection, this will reduce the cost of each formal inspection per property. However, this saving will be balanced out by the increase in the number of formal inspections carried out within the four areas. It was found that not all estates were covered by a formal inspection each year. 8. Recommendations and action plan The panel looked at how estate grading and inspections were carried out in all four districts, as well as best practice found in two and three star performing ALMOs that could be adopted, in order to make the recommendations. The panel also looked at the results of the tenant inspector questionnaire and included their feedback in the recommendations. Recommendations - To introduce a four grade pictorial inspection booklet that will include all the best aspects of the three current systems plus the HouseMark benchmarking pictorial guide. This will result in every tenant inspector being trained in a single system. This will allow them to participate in a menu of choices including mystery shopping in their own area, mystery shopping in a different district and also participate in the national benchmarking inspection scheme that is reported to HouseMark. A single system will also allow the results across all four districts to be reported in the same format and the performance can be compared. To introduce a four grade pictorial inspection booklet for sheltered schemes, so that residents and scheme managers can grade the estate and cleaning services that they receive. This can be used to report and compare performance and allow residents living in this type of accommodation to participate in the same way as tenants and leaseholders living in general needs accommodation. To introduce a formal inspection regime for every estate and village to be inspected twice a year in every Action required- To redesign a new pictorial guide that includes four grades, four numbers and four colours in line with the HouseMark best practice pictorial guide. Each grade should have a relevant picture and written description. Additional sections need to be included to cover communal repairs and cleaning. A tenant representative from each area should be involved in re designing the guide and grading sheet To design a new pictorial guide that includes four grades, four numbers and four colours in line with the HouseMark best practice pictorial guide. Each grade should have a relevant picture and written description designed specifically for sheltered schemes. A tenant representative from each area should be involved in designing the guide and grading sheet. To programme an inspection programme for each district 6
Recommendations - Action required- district. This will ensure that all tenants and leaseholders receive an equal service. It also fulfills each council s need to meet health and safety requirements To make better use of the different ways of advertising the formal inspections using Newsletters Posters/flyers Website Notice boards within blocks as well as communal notice boards Facebook Residents Associations Local shops The formal inspection must be lead by the Neighbourhood Manager. The repairs contractor, tenant inspector and the ward councillors should also be invited as compulsory invitations, with the following as desirable invitees where appropriate- Grounds maintenance contractor KCC warden PCSO Officers dealing with refuse contractor Tenant inspectors should be involved in any way that suits them. There should be a menu of options with a wide range on ways to be involved. This will include: Informally inspect and grade their own estates at times/frequencies that suit them. Join the formal inspections and grade the estates in conjunction with officers. Carry out mystery shopping on other estates in their own district. Carry out mystery shopping on other estates in other districts. Carry out the annual Housemark bench marking inspection and grading exercise The results of the formal inspections should be published and given to tenant inspectors and residents in To use a selection of these methods suitable for the area Neighbourhood Manager will be responsible for inviting appropriate people for their inspections Tenant Participation officers to ensure that each tenant inspector is involved in the way that interests them, and train them appropriately. To introduce an estate newsletter or letter to be used to feedback the results of all formal inspections. 7
Recommendations - Action required- either letter or newsletter form depending on whatever is appropriate. Tenant inspectors should receive acknowledgement of their informal inspection results within two weeks of receipt by East Kent Housing. This acknowledgement should include a timescale of when they can expect a full response to their report. Estate inspection grading results for both formal and informal inspection should be reported to the Area Boards and we should be flexible how we do this. This should include the use of - Smiley faces Graphs Tables Colours Numbers Provide additional information to help tenant inspectors carry out their inspections. This will include a plan of the area that shows: The properties and land that are managed by EKH The property and land that are managed and maintained by KCC The property and land that is privately owned Copy of estate standards / contract details To encourage more tenants and leaseholders to become tenant inspectors by: Using the web Newsletters Posters Get current inspectors together to suggest new ways of increasing the number of inspectors The tenant inspectors should get together once a year to discuss what works and what does not work. The work they carry out should be recognised by awarding certificates Continue to monitor best practice outside of EKH and adopt it where To introduce an acknowledgement template letter for each informal inspection report received from tenant inspectors. Presenting the performance information in the format of their choice for each Area Board, provided the uniform grading system is also included in the reporting, so that the performance is comparable across the four areas. To provide showing this information to each tenant inspector for the areas they are going to inspect Organise a meeting of tenant inspectors to use their suggestions to improve the service further.. Go to the communications group to suggest ways of promoting the scheme Organise an annual meeting for all the inspectors across all four districts to get together to share ideas and make improvements to the service Discuss best practice at the annual tenant inspectors meeting 8
Recommendations - Action required- appropriate Introduce an action plan for any estates or villages that are scored below two in the grading system. This action plan will detail how the area is to be brought up to an acceptable standard and the timescale for this. Use the estate grading results to feed into the Environmental Improvement and capital programmes, by prioritising low scoring estates that require environmental improvements or capital works in order to improve their overall scoring. This would help bring an objective measure to the prioritising of limited funds in these areas. To provide tenant inspectors with a high visibility jacket identifying their role, for each formal inspection that they participate in Introduce and publicise estate standards that clearly show a summary of the service standards in the contracts that cover estate services in each district. This will ensure that tenants and leaseholders are well informed of what standard of service they should be receiving in grass cutting, graffiti removal, communal cleaning, fly tipping removal etc. These should be advertised in a variety of ways to ensure maximum coverage via: Newsletters Website Flyers Notice boards in each block of flats Facebook Develop a simple action plan template to be used for low scoring estates Introduce the estate inspection results as an additional piece of standard information to be included in the request for each environmental improvement suggestion. This information to also be available in the setting of the capital programme. To purchase one for each area to be provided for the tenant at each formal inspection. To develop a simple summary of estate standards for each district, to be taken from each contract that covers estate services. These will be publicised using the most appropriate method suitable for each area. 9. Best Practice EKH staff looked at five top performing ALMOs which have estate grading in place, to identify and compare good practice. The following ALMOs were contacted, and the feedback can be found in Appendix 4: The Gateshead Housing Company West North West Homes Stockport Homes 9
Salix Homes Homes for Haringey Acknowledgement The scrutiny team would like to record thanks to all those involved in the scrutiny process and the production of this report. Particular thanks needs to go to all the tenants listed below, who have given up their time to attend the meetings and provide positive input into the way that this service is delivered- Kevin Cox Mary McDonald Robert Chapman Gwen Boyce Barbara Ansell Tess Canavan Mark Ryan Sally Maycock Dawn Bushnell Sandra Murray Carol Hill Caron Howe 10
Appendix 1 - Meeting record sheets Scrutiny Record Name of consultation Estate Monitoring and Grading Tenant/leaseholder Scrutiny Panel Date Thursday 12 July 2012 Time (start & finish) Venue Attendees: 5.30pm 7.30pm Marion Attwood Room, Canterbury City Council offices EKH Residents Denise Kennett, Michelle Simmonds, Rebecca McGuinness, Sue Harris Barbara Ansell, Dawn Bushnell, Gwen Boyce, Kevin Cox, Mark Ryan, Mary McDonald, Sally Maycock, Sandra Murray Purpose of the meeting Estate Monitoring and Grading tenant/leaseholder Scrutiny Panel Result of the meeting Estate Inspections The panel established the differences in the ways estate inspections are currently carried out across East Kent Housing (EKH). The panel liked the idea of officers from the Community Safety Unit (CSU) attending inspections and would like to recommend that CSU are invited to attend inspections where the Neighbourhood Manager is aware of specific issues on an estate. The panel would like to recommend that inspections (carried out by tenant inspectors - perhaps in the form of mystery shopping) are built into the estate inspection process. Estate Grading There was a discussion about the different estate grading systems currently used across East Kent Housing the panel would like to see a single grading system introduced across EKH. The panel felt a single grading system would enable comparison across the four areas and would make it easy for tenants to grade estates across EKH. The panel would also like the grading system to be comparable with systems used by other organisations to enable benchmarking. Actions following inspections and grading The panel would like the results of inspections and grading to be used to identify estates in need of cleanup days, bulky waste collections etc. Tenant Inspectors There was a discussion about the differences between tenant inspectors across the four EKH areas. The panel would like to see tenant inspector schemes continue. Sheltered Housing The panel felt that they would like to give separate consideration to monitoring and grading of sheltered housing. 11
Feedback The panel feel it is essential that results of inspections and grading are fed back to residents living on estates and that residents understand what these results mean the panel liked the newsletters being used by Canterbury. The panel would like to recommend that EKH publish estate standards. What went well? The group learnt what happened in the four areas of EKH and put forward several recommendations. What didn t go well, any lessons learnt? The coffee machine failed. Actions needed as a result of the meeting; In preparation for the next meeting: EKH to provide panel members with cost of estate inspections on a cost per property basis Michelle Simmonds & Sue Harris. Panel members to pick out what they like and don t like about estate inspections across the four EKH areas and from the best practice examples provided in the tenant scrutiny booklets from the other ALMO s. Panel members to think about different ways to encourage residents to get involved in estate inspections. Panel members to look at the results of the Estate inspector questionnaire for discussion at the next meeting. Panel members to think about how they would like the results of estate inspections and grading fed back. 12
Scrutiny Record Name of consultation Estate Monitoring and Grading Tenant/leaseholder Scrutiny Panel Date Thursday 13 September 2012 Time (start & finish) Venue Attendees: 5.30pm 7.30pm Marion Attwood Room, Canterbury City Council offices EKH Residents Denise Kennett, Michelle Simmonds, Rebecca McGuinness, Sue Harris Barbara Ansell, Dawn Bushnell, Gwen Boyce, Kevin Cox, Mark Ryan, Mary McDonald, Sally Maycock, Sandra Murray Purpose of the meeting Estate Monitoring and Grading tenant/leaseholder Scrutiny Panel Result of the meeting Estate Inspections The panel would like each estate to be inspected formally twice a year. The panel would like to see estate inspections to be advertised in as many different ways as possible e.g. online, newsletters, flyers, notice boards, residents groups, over the phone when tenants contact the office. The panel liked the Walkabout Wednesdays timetable being used by Shepway. The panel feel it is essential that the Neighbourhood Manager, Tenant Inspector(s) and repairs contractor attend estate inspections. They would also like invites extended to: local PCSOs, Streetscene, local Councillors, grounds maintenance and local residents association(s)/group(s). Estate Grading The panel would like a four grade estate grading system introduced across all four EKH areas (although the panel recognise that there will local variances in estate/service standards). The panel would like to recommend that EKH develop and publish estate standards in order to aid estate grading. The panel would like to see cleaning included in the EKH grading system. The panel would like estate grading scores reported to Area Boards. The panel agreed that it was important to be flexible about how this information is presented and felt that each Area Board should have the opportunity to choose how they would like to receive this information. Tenant Inspectors The panel would like tenant inspectors to be given a choice about the ways they get involved in estate inspections. Tenant inspectors should receive acknowledgement of their inspections with a timescale of when they can expect full feedback within 2 weeks of receipt. The panel feel it would be useful for tenant inspectors to be provided with maps detailing EKH/KCC responsibilities, copies of estate standards and copies of relevant contract details re: cleaning, grounds maintenance etc. The panel feel EKH could do more to promote the role of tenant inspectors in order to encourage more tenants to get involved. The panel would like to see the work of tenant inspectors recognised e.g. with certificates when they 13
complete training and for length of service. The panel felt it would be a good idea for tenant inspectors to get together once a year to share best practice and to suggest improvements. Sheltered Housing The panel would like to recommend that a separate grading system for Sheltered Housing is developed. For the next meeting: Officers to draft the Estate Monitoring and Grading Scrutiny Report 14
Scrutiny Record Name of consultation Estate Monitoring and Grading Tenant/leaseholder Scrutiny Panel Date Thursday 22 November 2012 Time Venue Attendees: 5.30pm 7.30pm Marion Attwood Room, Canterbury City Council offices EKH Residents Denise Kennett, Michelle Simmonds, Rebecca McGuinness, Sue Harris Barbara Ansell, Gwen Boyce, Kevin Cox, Mark Ryan, Mary McDonald, Tess Caravan Purpose of the meeting Estate Monitoring and Grading tenant/leaseholder Scrutiny Panel Result of the meeting 1. Agree the discussion sheet/meeting record of the last meeting The panel agreed the discussion sheet/meeting record of the last meeting. 2. Draft Scrutiny Report At the last meeting it was agreed that Michelle would put together the draft Scrutiny Report. The panel agreed they were happy with the layout of the report and said that they thought it was clear and easy to understand. The panel went through the report and agreed they would like to make the following additional recommendations: - Estate standards for each estate should be published so that tenants know the service standards they can expect. Estate standards will aid the grading/inspection process. The panel liked the example being used by Canterbury and said they would like estate standards to be published online, in the newsletter and on notice boards. - The results of estate grading/inspections should be used to feed into the environmental improvement programme and the capital programme to help prioritise works and improve estates. - Tenant inspectors should be offered hi visibility jackets to wear on formal estate inspections. - There should be a separate estate grading system introduced for Sheltered Housing. - There should be a thorough training programme introduced to train new and existing tenant inspectors and Neighbourhood Managers on the EKH estate grading system. 3. How will estate grading/inspections be used to improve estates? The panel agreed and would like to recommend that results of estate grading/inspections should be used to feed into the environmental improvement programme and the capital programme to help prioritise works and improve estates. 4. Estate standards discussion The panel would like to recommend that estate standards for each district are published so that tenants know the service standards they can expect. Estate standards will aid the grading/inspection process. The panel liked the example being used by Canterbury and said they would like estate standards to be published online, in the newsletter and on notice boards. 15
What happens next? 1. Michelle will make amendments to the scrutiny report 2. Denise will send copies of the amended report and discussion sheet to panel members 3. Panel members to feed back any comments or changes to Denise 4. Report to be finalised and presented to the Board. Panel members would like to attend this meeting to show their support for the scrutiny report - officers to ask if a couple of panel members are able to attend. 5. Scrutiny panel to be kept informed about the outcomes of the report Thank you Michelle thanked the scrutiny panel for all their hard work. 16
Estate monitoring and grading scrutiny discussion sheet 2012 Please fill in and bring to the next meeting, to be used for the discussion- 1. Would you like the same system for grading estates? If yes, which is the best one and why? 2. Should every area be inspected and why? 3. How often should every area be inspected formally and why? 4. How would you like to see the estate inspections advertised? 5. Who would you like to see attending the estate inspections and why? 6. How should the tenant inspectors be involved? Should they be used in the same way in all areas or should there be a choice in ways that they are involved? 7. Where should the results of inspection be published and how? 8. How should the information about the estate inspection scores be reported to tenants and Area Board members eg graphs, smiley faces or tables? Are there any examples that you have in your information packs that you particularly like or dislike? The panel would like to see a 4 grade system introduced across EKH. The panel would like the system to reflect all the best bits of the systems currently in place across East Kent and are particularly keen to see cleaning and communal repairs included. The panel feel it is important that all tenants are treated equally and would like to see every estate inspected formally each year. Every estate should be inspected formally twice a year. Newsletters Website Flyers Noticeboards Facebook Resident Associations Local shops Via staff The panel feel it is essential that the Neighbourhood Manager and the repairs contractor attend estate inspections and where possible a tenant inspector should also attend. The panel would like to recommend that the Neighbourhood Manager also considers inviting PCSO, KCC Warden, officers or contractors dealing with the grounds maintenance contracts and ward councillors etc. Tenant inspectors should be involved in whatever way suits them. There should be a menu of options with a wide range of ways to get involved. There should be the opportunity to inspect estate across EKH. The results should be published and given to tenant inspectors and local residents. Estate inspection scores should be reported to the Area Boards, we should be flexible in how we do this, presenting the information in a format of their choice. 17
9. How should the tenant inspectors get feedback and at what timescale? 10. What information could we give tenant inspectors that would help them carry out their inspections or make them feel that their efforts were making a difference? 11. How shall we encourage tenants and leaseholders to become estate inspectors? 12. Should we get tenant inspectors all together once a year to reward them in some way for their hard work eg a lunch? 13. What examples of good practice from the list of ALMOs in the last pages of your information pack would you like us to adopt? Tenant inspectors should receive acknowledgement of their report within 2 weeks, this acknowledgement should include a timescale of when they can expect a full response to their report. A map of their area which shows properties managed by EKH, properties privately owned, areas maintained by EKH, areas maintained by KCC A copy of estate standards/contract details Improve promotion Get current inspectors together to suggest ways to encourage more tenants to become inspectors The panel thought this was a good idea, it will also give tenant inspectors to talk about what works and what needs improving. The panel thought it would be nice to recognise the work put in by tenant inspectors by awarding certificates. Having looked at best practice examples the panel felt quite encouraged by the fact that we already do a lot of these things across EKH. 14. How should estate grading and inspections be used to improve estates? 15. Where and how should we advertise our estate standards? 16. Cost- could we carry out inspections differently to save money? We agreed to look at this at the next meeting. Newsletters Website Flyers Noticeboards Facebook We agreed to look at this at the next meeting. 18
Appendix 2 Estate inspector questionnaire Number of responses: 25 Canterbury 6 24.00% Thanet 7 28.00% Shepway 12 48.00% Type of property you live in Sheltered Scheme 4 16.00% House 6 24.00% Flat 13 52.00% Bungalow 2 8.00% Short description of the area you inspect Canterbury Cul-de-sac - including a play area, two car parks and a green. Estate, two schools, two shops, 1 pub, 2 and 3 bedroom houses, majority of property is privately owned and four blocks of flats. Hovenden Close, from the top of road by Long Meadow including garage areas to communal drying area, also areas around and behind 6-13 Hovenden (flats). Querns Road and Querns Place. Wemyss Court Wemyss Court area Thanet All communal areas and on estates inspections All different areas of social housing. Block of flats and surrounding area. Millmead, Margate and Whitehall, Ramsgate Tower block, estates, Linear block, etc Whitehall Estate - terraced houses both council and housing association. Staner Court - tower block and smaller blocks of flats, council tenants and leaseholders. Whitehall Estate and Millmead 19
Shepway 45 houses, cul-de-sac and play park Flat, bungalow area Grounds at Philippa House and access from Warren Road Hayward Close Large council estate with flats and houses Lennard Court and grounds No longer reporting Not sure - as no instructions received Sir John Moore flats The whole of Prescott House and gardens The whole of Walmsey House Tolputt Court and Gardens Q1 How long have you been an estate inspector? Canterbury One month One month One month approximately One year plus. Since 3 May 2012 Two years Thanet 12-14 months One year Two to three years or more. 18 months One and a half years Two years One year plus Shepway One year June 2011 Since start up One year One year Two years approximately One year One year One year plus 35 years 20 years approximately 20
Q2 Did you receive training to enable you to carry out inspections? Overall Canterbury Thanet Shepway Yes No No reply 19 6 6 7 76.00% 100.00% 85.71% 58.33% 5-1 4 20.00% - 14.29% 33.33% 1 - - 1 4.00% - - 8.33% Q3 Do you feel you get enough help/support? Overall Canterbury Thanet Shepway Yes No No reply 13 3 7 3 52.00% 50.00% 100.00% 25.00% 10 2-8 40.00% 33.33% - 66.67% 2 1-1 8.00% 16.67% - 8.33% If no, what other help would you like Canterbury I would like another estate inspector in Hovenden but the only woman interested in estate and with time to spare is currently on crutches after a hip operation. More feedback from the information I give on the form I fill in. How many times do I have to report something before any action is taken. More contact with Michelle Simmonds to help improve on what I am doing. Shepway Don t get any feedback for items put forward and don't know if these have been acted up or the outcome. Feedback from monthly report forms Feedback on reports. More information on what is occurring on site. Feedback on work needed that I have reported, whether work will be carried out or not. Follow up on monthly returns Hope to take part in training session in two weeks. No one reports back on any process which is made. The support of housing officer 21
Q4 Roughly how many inspections have you carried out? Canterbury One One One One Twelve Twenty four plus Thanet One Two Three Three Eight or more Eight to ten Ten plus Shepway 12 plus All the time Four None One a month One official with EKH Officers Twelve Twenty four Two a day, am and pm. Weekly Q5 How often do you inspect your area? Canterbury Daily End of each month Monthly, but if see problem report. Varies Varies When I can spare time, possibly every two months. Thanet All the time Every week Most days Organised inspections annually. My local areas three times a week unofficially. Six monthly 22
Six monthly? Twice a week Shepway All the time As instructed At least once a month. At least one per month Daily Day and night Every day Every two months One a month Weekly Q6 Do you carry out your inspections Overall Canterbury Thanet Shepway Alone With EKH officers No reply 19 6 3 10 76.00% 100.00% 42.86% 83.33% 5 1 4-20.00% 16.67% 57.14% - 3-1 2 12.00% - 14.29% 16.67% Q7 How long does it take you to inspect your area? Canterbury One and a half hours One hour One hour approximately Twenty minutes Twenty minutes Two and a half to three hours Thanet 10 to 20 minutes Not long, around an hour or so. One and a half hours One or two hours Thirty minutes Thirty minutes Two hours plus 23
Shepway 15 minutes Five minutes Half hour Minutes Not sure One and a half hours per day One hour One hour One hour to one and a half hours Roughly one hour Thirty minutes Q8 Do you feel your inspection reports are taken on board? Overall Canterbury Thanet Shepway Yes No No reply 13 4 6 3 52.00% 66.67% 85.71% 25.00% 9 1 1 7 36.00% 16.67% 14.29% 58.33% 3 1-2 12.00% 16.67% - 16.67% Q9 Do you get feedback on issues you raise? Overall Canterbury Thanet Shepway Yes No No reply 10 2 5 3 40.00% 33.33% 71.43% 25.00% 12 3 2 7 48.00% 50.00% 28.57% 58.33% 3 1-2 12.00% 16.67% - 16.67% Q10 How would you like to receive feedback and in what time scale? Canterbury A phone call and if I'm out leave a message and I'll ring back, within a week if possible. By telephone, within two weeks. Email. m.smith1945@hotmail.co.uk 24
Short meeting once a month with Neighbourhood Manager so that I do not have to report things more than once as not to report the same thing next month as often happens now. Within two weeks and however you wish to give feedback. Within two weeks, however you wish to give feedback. Thanet By letter By letter, within four to six weeks of inspection. By post, and within a fortnight. Email by month's time Letter in two weeks Letter or phone call - one week's time. Quarterly. Shepway By letter, every two months. By phone or letter depending on any work that is required to be done. Email Email if available if not by letter before next report is due to avoid repetition. Emails - when action decided (or no action). Every four weeks. Unsure until advised what is required What follow up has achieved Whenever it arises, we have few problems. Yes, at least once a month if you have pointed something out. Q11 Do you see an improvement on things you have reported? Overall Canterbury Thanet Shepway Yes No No reply 12 2 6 4 48.00% 33.33% 85.71% 33.33% 8 2-6 32.00% 33.33% - 50.00% 5 2 1 2 20.00% 33.33% 14.29% 16.67% 25
Q12 Would you like your results reported to the Area Board? Overall Canterbury Thanet Shepway Yes No No reply 19 5 6 8 76.00% 83.33% 85.71% 66.67% 3 1-2 12.00% 16.67% - 16.67% 3-1 2 12.00% - 14.29% 16.67% Q13 Do you think we should report your results to the wider community (for example through newsletters etc) Overall Canterbury Thanet Shepway Yes No No reply 16 6 6 4 64.00% 100.00% 85.71% 33.33% 5 - - 5 20.00% - - 41.67% 4-1 3 16.00% - 14.29% 25.00% Q14 Any other comments on your estate inspector scheme? Canterbury It is a good scheme, if there is a problem EKH find out about it sooner. It would be very helpful if east Kent issued maps of every estate, clearly marking which walkways, paved areas etc are the responsibility of Serco (or the foreign company that are taking them over) and Kent County Council. Then we'd know who to phone for weeding, hedge cutting etc. A list of direct phone numbers would also be extremely helpful. A booklet perhaps with: Kent Report Line (KCC) Direct line 08453 450210 for overgrown weeks, bushes, trees in KCC walkways. South East Water - 0845 8506060 for leaks on pavements (where freshwater stopcocks are). Southern Water - 0845 278 0845 for leaks and blockages in sewers (usually) in grassed areas near flats and houses). Serco - telephone numbers and contact name and department relevant to problem we need to report. Mears - telephone numbers and contact name and department relevant to problem we need to report. Question - Who are the Area Board? The general look of the estate has improved since estates inspectors were introduced. Communication could be better. Reporting results to the wider community is a good idea also shows how tenant participation is working in the area and those taking part. I would like more room on my inspection form for comments 26
so I can better inform by Neighbourhood Manager the extent of the problem I am reporting and also the location of the problem I am reporting. Also grading when I give a low grading say litter or flytippping. For example that low grading is for that location only and does not mean the estate as a whole. As it looks at this time when giving a low grading. Maybe trouble sports can be shown in the newsletter and maybe encourage tenants to help fix the problem themselves, may save money in the long term. Willing to do more inspections if required to do so. Thanet I am full prepared to become an estate inspection full time provided the wages were agreeable. I enjoy it. I like to see a dog warden round Harbour Tower's, Ramsgate and all other areas too. I would like EKH to send letters to tenants for them to stop putting rubbish outside instead of putting it down chute. Also I like the garage areas kept clean. I would like to see when cutting grass they would tidy it up better round Harbour Tower in Royal C/R I like to see a bin area. People not putting rubbish in the bin and causing rats which is not good for the tenants. Shepway A correct badge for ID. I have finished filling in the forms. I still keep an eye on the building and report any repairs or problems. I have been dealing with Michelle Simmonds from Canterbury, but there is absolutely no point in filling in the forms. I won't be attending the meetings. Mrs Mensel, No 3 Lennard Court will carry out inspections and report to me or to Shepway if I am not available, she was a manager before retirement. I was a manager at Marks and Spencer for 40 years which include all aspects of domestic, catering, training and employing staff and the business side, plus training future managers (male and female). Inspections carried out daily to make sure a high standard is obtained. This training as M&S is far superior to Shepway training. We have no trouble with owners of flats but do have with council tenants. Unfortunately I was unwell for some time and have been unable to do liaison duties and therefore can't complete this questionnaire with any real knowledge. Sorry I can't be more helpful. Yes would like to discuss them face to face. 27
Appendix 3: Information about Estate Grading and Inspections Estate Grading Canterbury Dover Shepway Thanet 1. Are the estates graded? 2. Are these grades done by tenants using a pictorial guide? 3. Do the officers use the same grading system as the tenant inspectors? Yes Yes No Yes Yes Yes No Yes Yes No No No 4. How are the estates grading results advertised? The officer s score is published in the local newsletter for the formal inspections, but the tenant inspections are not reported externally, as they are sporadic. Not fully implemented- Tenant Inspectors are grading the areas they inspect. Neighbourhood Managers will be grading estates in the near future. Not Applicable Last year the aspiration was to advertise the result via local newsletters as well as the main newsletter but this was time consuming and didn t always get done. This year we have devised a poster format for the local feedback using you said we did 5. What are the costs of the tenant estate grading system? Returned inspection sheets, postage costs 6.82. Just paper and postage for 3 inspections sheets returned this year. Not applicable Tenant Inspectors travel expenses for the 6 inspections carried out in 2011/2012 are estimated at 6.This is low as most of the inspectors use public 28
Estate Grading Canterbury Dover Shepway Thanet transport or being involved in their local areas. Approx. cost of printing of inspection guides and forms 7. Cost of equipment used by inspectors- camera, reflective jackets, clip boards approximate cost 140 Tenant Inspectors 6. How many tenant inspectors are there? 14 trained 7 currently active 9 30 trained 20 currently active 25 7. How do the tenant inspectors report back? Tenant inspectors complete an estate grading form and return it in a freepost envelope or email. Tenant Inspectors complete an estate grading form and return it in a freepost envelope or email. Tenants complete a feedback form and return it in a freepost envelope. Tenant inspectors score the element of the estate along with their comments and recommendations on a form which is given to the TPO or Neighbourhood Manager to produce a report for Managers. 8. Do the tenant inspectors inspect their own estates? Yes Yes Yes Generally no, but when they have they are accompanied by another tenant inspector who lives elsewhere to bring a non-biased opinion. 29
Estate Grading Canterbury Dover Shepway Thanet 9. Do the tenant inspectors get feedback from their inspections No No No They get a report- a colour chart which is generated from the information they put on their forms. 10. What are the costs of the tenant inspectors training in 2011-2012 35 Refreshments 200 Costs include taxis, venue hire, lunch and paperwork. 20 Refreshments Initial 2 day training of tenant inspectors & mystery shoppers cost 2,731. Any further new tenant inspectors recruited have been training using a buddy system with trained/experienced inspectors. 11. How often do the tenant inspectors report? It is up to the tenant inspectors how often they inspect and report. It is up to the tenant inspectors how often they inspect and report. Liaison tenants inspect their block or estate once a month. After each informal inspection and all inspections results are pulled together in an annual report. Estate Inspections 12. Are formal estate inspections carried out and how often? Yes Each main estate is inspected twice a year. 72 are scheduled for this year. Yes Each main estate is inspected twice a year. 85 are scheduled for this year. Yes Each estate is inspected once a year. Yes 6 last year and 12 are scheduled for this year. 30
Estate Grading Canterbury Dover Shepway Thanet 13. Are informal estate inspections carried out and how often? Yes This is done by neighbourhood managers as part of their fire inspections. Yes This is done by neighbourhood managers as part of their fire inspections. No Yes These are carried out by the housing response officers. Tower blocks are inspected every day, low rise blocks weekly and general estates 6 monthly. 14. Who carries out the formal inspections? Neighbourhood Manager plus repairs contractor, Councillors, streetscene officer and tenants from the estate. Neighbourhood Manager Councillors PCSO s and tenants from the estate. Neighbourhood Manager plus repairs contractor STLB reps, Tenant Participation Officer, Councillors and Community Safety Unit. Tenant Inspector (s) supported by Neighbourhood Manager and TPO, Representatives from repair and cleaning contractors. 15. How are they advertised? On the website and in newsletters On the website and on a flyer delivered to all tenants and leaseholders. On the website and in newsletters. Website, Facebook, EKH Newsletters and local posters. 16. How are the results fed back to residents? Local Newsletter Neighbourhood Managers do a report every six weeks to our local tenant area groups. Local Newsletter Last year the aspiration was to advertise the result via local newsletters as well as the main newsletter but this was time consuming and did not always get done. This year we have devised a poster format for the local feedback using you said we did. 31
Estate Grading Canterbury Dover Shepway Thanet 17. How are the results used to improve the estates? They are used to identify possible environmental and capital improvements. Also highlights any repairs or grounds maintenance issues. They are also used to highlight regular problems that may need some joint partnership action. They are used to identify environmental projects, waste issues, ASB etc. They are used to identify communal repairs and capital works needed. They are also used to identify where an area may need a clean-up day in partnership with the council s Community Safety Unit. The results are collated annually which gives the tenant inspectors the ability to look for trends and make comments and recommendations. The results are fed to the Management team and Area Board. Updates on actions taken as a result are included in the Boards forward meeting plan. 18. How are the results used to promote community engagement? Not applicable New tenant inspectors/area representatives are sometimes recruited from walkabouts etc. Not applicable Tenant inspectors and inspections are used to engage new tenant inspectors (4 potential new inspectors identified at recent inspections) 19. How much does an inspection cost per property inspected? 0.57 per property 1.12 per property 0.59 per property 1.29 per property 32
Appendix 4: Examples of Good Practice 1. The Gateshead Housing Company is responsible for over 21,00 homes and aim to provide excellent and efficient services working in partnership with residents and the wider community to create homes and neighbourhoods that meet the aspirations of the people of Gateshead. Form of Grading How is Performance displayed/where published How are Estate Inspections Carried Out/Whose involved /How often Do they use tenant Inspectors Gold Estate is clean and tidy and in good condition The majority of descriptions scored Gold during the tour There is little evidence of wider issues affecting the condition of the estate Silver Estate is generally clean and tidy The condition of the estate is average with room for improvements There are some wider issues affecting condition of the estate Bronze Estate is generally unclean and untidy The majority of descriptions scored Bronze during the tour There is evidence of wider issues affecting the estate, with a clear need for Improvement Written feedback from Estate Tours is provided to residents within 10 working days of the Estate Tour taking place. Estate Grades are published in their newsletter and on their website As part of the housing company s regular Estate Tours Neighbourhoods are given a grade every 3 months by local residents and employees. Estate Officers tour all estates, blocks of flats and sheltered schemes on a regular basis, along with scheme officer and caretakers where appropriate. They identify any issues that affect the appearance of the area and take appropriate action to remedy. Customers, Officers and other interested parties who conduct an estate tour note down any issues or concerns on the estate. Using the gold, silver and bronze grading as above, the estates are judged at that given point in time. This helps the Gateshead Housing Company and partners to monitor how well services are being delivered. It also helps make improvements and report back to customers and other interested parties performance around grounds maintenance, cleaning and wider aspects affecting the quality and condition of estates. Depending on the size of the estate the tour can take anything up to 2 hours to complete. Customers are invited to attend estate tours 33
Do they offer Incentives to tenant Inspectors How does the Tenants and Neighbourhood Inspections fit in with Environmental Improvements or ASB How are the Inspections Advertised Support is in place to ensure that customers can access involvement for free and without any expense. This includes taxis for disabled people and reimbursement of transport and childcare costs. A local budget is available to help improve the environmental aspects of an estate and customers can suggest schemes to be considered. Dates of Estate tours on all estates, multi storey blocks and sheltered accommodation are published in The Gateshead Housing Company News and on their website. Posters are also displayed in housing offices, multi storey blocks and sheltered schemes with details of local Estate Tours. 2. West North West Homes Leeds is an ALMO set up in April 2007, which manages over 21,000 properties on behalf of Leeds City Council in west and northwest Leeds. They have 8 local neighbourhood Housing offices covering Armley, Horsforth, Bramley, Kirkstall, Pudsey.Otley, Wortley and Little London. Form of Grading Grading: Acceptable or Non Acceptable with a score 0-3 with 3 being poor and 0 excellent Garage Sites and Car Parks All sites must be: Free from litter, refuse, rubbish bags, loose soil and spillages, including hazardous material and broken glass. Free from graffiti Predominantly free of weeds Free from overgrown trees, shrubs bushes and vegetation West North West Homes also grade: Communal and Drying Areas Grassed Areas Beds and Borders Hedges Graffiti In the last month NWH have been piloting some changes to try and make the process even better and they are poised to roll this out. With the changes they are also tweaking and improving on practice to try and get more residents and partners involved. They also hope to improve linkages with more strategic planning for neighbourhood improvements. NWH are also starting to grade some sub elements of estates separately for example multi storey blocks and sheltered schemes. 34
How is Performance displayed/where published How are Estate Inspections Carried Out/Whose involved /How often Do they use tenant Inspectors Do they offer Incentives to tenant Inspectors West North West Homes use the information from the Estate Grading along with their monthly inspections and walkabouts. Report quarterly in tenants newsletters and the website the outcome of inspections and what action has been taken as a result. Details are also fed to resident associations meetings and community forums. Area panel and tenants and leaseholder groups receive regular reports on the findings from these inspections. West North West homes carry out quarterly grading on their estates. The aims and objectives of the Estates Walkabouts area as follows: To contribute towards a high profile, pro-active estate management service To identify issues regarding communal areas within each neighbourhood To identify issues regarding individual properties within each neighbourhood To enable local residents to become involved in the ALMO s estate management service To help highlight on-going issues across the neighbourhood and influence the content of any environmental works that may need doing. To provided an audit trail of issues and action taken for future reference The Neighbourhood Management Officer gives a brief outline of the purpose of the inspection and what they are looking for. A copy of the walkabout guide list is issued to help everyone focus on the main issues. Throughout the inspection the officer will keep a re cord / photograph any problems identified. This is either written on an estate form or recorded on a Dictaphone. The officer gives an indication to the group of what action is likely to be taken to each issue that arises, timescales for resolving the issue and who is responsible for undertaking the work. Copies of all action points from each inspection for every ward are sent to all councillors and residents who attended the inspection. Customers and Tenant Inspectors carry out estate Grading. Tenant Inspectors receive regular training, are provided with protective coats and ID badges and attend an annual thank you event. Tenant inspectors are asked to, commit between 4-7 hours a month, attend regular training /briefing sessions and sign a code of conduct. Incentives were discussed in the last couple of years and the tenant inspectors themselves were not keen on it as they thought it would attract people for the wrong reasons and might affect how people behaved. Transport and childcare is provided. WNWH are also implementing a name in the hat for vouchers approach for those inspectors that have good ideas for service improvement. 35
How does the Tenants and Neighbourhood Inspections fit in with Environmental Improvements or ASB How are the Inspections Advertised During estate grading they look at all aspects of environmental issues including Fly tipping, graffiti, overgrown gardens, grass cutting and litter. Issues from estates inspections or gradings, together with ideas from local residents and groups, are used to develop environmental projects. Part of WNWH revamp is also to try and make these links stronger and this is being taken forward in conjunction with a more systematic approach to strategic neighbourhood action planning across their area. Their Neighbourhood Action Plans will also cover key ASB issues where there appears to be a hotspot or theme that needs to be considered in a locality as these are not always considered as part of estate grading and inspection work. WNWH have a decimated cross-partner ASB team that work closely with their frontline housing staff. Walkabouts are advertised on their website, in the newsletters, office notice boards and local community group informed twice a year. WNWH are looking at how to improve communications in relation to performance of estate gradings. They have set themselves annual targets about the proportion of their estates they want to be green etc. At the moment most of the communication is with tenants that are already engaged-either as members of their board or different groups in terms of performances across the area, or local groups on specific estates. WNWH are trying to work out the best way of improving this through their website which is in the process of a major restructure. 3. Stockport Homes is a limited Company that exists to manage the housing stock owned by Stockport Metropolitan Borough Council. In May 2010 Stockport Homes was assessed by the Audit Commission for the second time (first time in August 2006 when it achieved a 3 star excellent service that has excellent prospects for Improvement) and was again awarded the highest possible rating of 3 stars with excellent prospects for improvement. Form of Grading Excellent- Good, Poor or Unsatisfactory agreed with the customer when present. All issues on the site are considered when grading a site regardless of whether issue is a Stockport Homes one or not. Photo boards for grading sites are available to customers taking part in the walkabout. Routes of the walkabouts are decided by customers and Partner agencies that attend, and vary, to ensure the area is covered. Digital cameras and digital camera phones are used to take images that can be forwarded to other service areas that need to respond. Neighbourhood Housing Officers (NHO) report faults whilst carrying out the walkabout. The NHO completes a monitoring sheet on inspection. A copy of this sheet stating which site was inspected, the date the visit was carried out what the grade was and any action necessary is sent to each customer within 48 hours of the inspection. If the grade is Poor or Unsatisfactory, The NHO must visit the following month to ensure the site is now good or excellent. An update is sent to all customers who attended the first inspection to demonstrate the actions identified have been completed. 36
How is Performance displayed/where published How are Estate Inspections Carried Out/Whose involved /How often Do they use tenant Inspectors Do they offer Incentives to tenant Inspectors How does the Tenants and Neighbourhood Inspections fit in with Environmental Improvements or ASB How are the Inspections Advertised Stockport Homes have a scorecard which tracks performance monthly to management. Estate Inspections are also part of their local standards, which a report by exception is written every six months. This goes to Management, the Board and customers. Estate Inspections: An inspection the Neighbourhood Housing Officer carries out alone. Estates Walkabouts with area housing staff and customers to inspect a neighbourhood identify any problems and agree actions and timescales for solutions. Block Champions represent the flats or the road in which they live. They feedback important information to other residents and report issues relating to communal areas such as cleaning standards or broken entrance blocks. The Neighbourhood Housing Officer inspects every area, over a 3-month period, which includes streets, garages, and internal and external communal areas. No just customers who like to attend on the day of the walkabout. No incentives offered Additional inspections take place when ASB is in concentrated areas where necessary e.g. weekly. If necessary fast tracked repairs and litter picks take place. Customers and/or staff identify environmental projects. Stockport Homes have an Estate Improvement budget, which can be used for this. Copy of the Environmental Improvement Budget attached Dates are advertised in advance to give customers the opportunity to inspect the sites with the NHO on walkabouts. The walkabout is advertised in Local Offices, Stockport Homes dates for your diary, given to relevant Tenants and Residents Associations, in communal blocks and other prominent areas. 4. Salix Homes manages around 10,500 council owned properties across Central Salford and The Beechfarm and Rainsough Brow Estates Form of Grading Online Survey- Residents are regularly asked to Rate your Neighbourhood to establish a rating for 7 defined neighbourhoods using Very big problem/fairly big problem/not a very big problem/not a problem at all monitoring: Litter and Rubbish Vandalism Graffiti 37
Cleanliness of communal areas Maintenance of communal areas Untidy properties and gardens Deliberate fires Nuisance animals/pets Neglected open spaces Fly-Tipping Abandoned or derelict vehicles Damage street furniture (e.g. telephone boxes, road signs, bus shelters, benches) Damaged street lighting Pictorial guide used alongside Salix Homes environmental quality standards audit sheet when conducting monthly inspections; (see example) For example Car parks and Parking Areas including garages 0 Star Standard- The car park area is unacceptable. There is litter, fly-tipping and sharp objects that present a health and safety hazard, 1 Star Standard- The garage sites are neglected and in need of attention. There is evidence of graffiti, broken, uneven paving, weeds and dog fouling. 2 Star Standard- The car parks are of an acceptable standard. Weed control may be due soon and minimum attention is required. 3 Star Standard- The car parks and garage areas are of an excellent standard. Apartment Block Inspections monthly by caretaking teams (see example) Excellent Good To Standard Below Standard Neglected How is Performance displayed/where published The results of the inspections are regularly updated online and residents can also rate their own neighbourhood using the on line survey. Results are fed back to Salix Homes Cleaner, Greener Neighbourhoods Service Specific Panel meetings. Results are also reported to Neighbourhood panels. 38
How are Estate Inspections Carried Out/Whose involved /How often Do they use tenant Inspectors Do they offer Incentives to tenant Inspectors How does the Tenants and Neighbourhood Inspections fit in with Environmental Improvements or ASB How are the Inspections Advertised The Neighbourhood Team carries out monthly estate inspections to identify litter, graffiti, fly tipping or generally poorly maintained areas. The team will identify actions to deal with these issues and grade the condition of the neighbourhood to ensure improvements can be made. They also visit areas that have been cleared as part of any regeneration, at least once a week. Alongside the published neighbourhood walkabout programme Salix Homes targets monthly inspections to specific locations in neighbourhoods based on the Rate you Neighbourhood questionnaire feedback. No: Customers from the Cleaner, Greener Neighbourhoods Service Specific Panel assist Salix Officers in monitoring grounds maintenance service level agreement by inspecting and rating sites on a monthly basis against the pictorial standard. Customers who complete an on line survey are entered into a 50 prize draw. Pictorial guide used alongside Salix Homes environmental quality standards audit sheet when conducting monthly inspections; Advertised on website 5 Homes for Haringey manage over 21,500 tenanted including 4,500 leasehold homes. Owned and monitored by Haringey Council their mission is to work with residents to provide quality housing services and decent homes. Audit Commission award Homes for Haringey 2 stars with promising prospects for improvement in November 2010. Form of Grading Estates are inspected on a regular basis. Each inspection results in a grading A, B, C or D to reflect the level of cleanliness with A indicating the site is thoroughly clean and D indicating the site has been neglected. Estate Services Managers grade their estates each month against 15 different criteria relating to the internal cleaning, external cleaning and grounds maintenance. They use hand held PDA s (Personal Digital Assistants) and the results are fed into Homes for Haringey s data base and any fail grades are automatically forwarded to the contractors for them to remedy. At the end of the month performance figures are assessed against their targets for the year. The grades are based on the Housemark photo guide. 39
How is Performance displayed/where published How are Estate Inspections Carried Out/Whose involved /How often Do they use tenant Inspectors Do they offer Incentives to tenant Inspectors How does the Tenants and Neighbourhood Inspections fit in with Environmental Improvements or ASB How are the Inspections Advertised Published in newsletter Homes Zone. (See attached) Figures from April to December 2011 showed a target of 96% of estates graded excellent or good by Estate Services Managers. They achieved 93.2%. Homes for Haringey encourage residents to get involved in estate inspections and meetings. Inspections take place at least twice a year and involve, tenancy management officers, estate services managers, local councillors and contractors if applicable. Estate Services Officers are responsible for cleaning and maintaining shared areas inside a block. Haringey Park Service is responsible for grounds maintenance on estates. Haringey Enterprise sweeps the roads, pavements; hard play areas and alleyways on estates. Homes for Haringey have trained resident monitors who grade the performance,using the Housemark photo guide, on their own estate and send the results to Homes for Haringey once a month. Homes for Haringey then action any issues arising and advise them of the outcome. Residents can receive training to help monitor the services Homes for Haringey provide on their estates. The system Homes for Haringey use drive up performance on an estate which provides the incentive. Once standards are up and maintained it can be difficult to keep the residents involved. Homes for Haringey have six monthly estate walkabouts/inspections with residents and members and these feed into the annual Environmental projects. ASB is reported as and when it occurs to the Council s Anti Social Behaviour team (ASBAT).They then allocate the cases (serious to the ASBAT team) less serious to the Homes for Haringey Tenancy Management Officers for action. Estate Notice Boards, estate bulletin, contact with Estates Services Manager or newsletter annual report and website. 40
Estates inspection pictorial guide East Kent
Contents Introduction How to use the manual Parking areas Garages Paths and paved areas Play areas Grassed areas and shrubs Graffiti Hedges, fencing and gardens Communal bins and drying areas Fly-tipping and litter The rating system explained
Introduction We have introduced this manual to help us provide an excellent and consistent estate management service. The manual describes estate standards which will assist us in assessing our performance. These standards are described in words and photographs so staff and tenants alike can measure quality of service. Housing officers formally inspect each area they manage twice a year. They will use this guide to help them in their inspections and to identify any failings in our contractors performance. Tenant monitors will also use this guide to judge the quality of our services. How to use the manual Standards are measured using a 0 to 3 grading system, with 3 being the highest grade and 0 the lowest. The manual provides a pictorial guide to each grade and covers all key parts of an inspection. However, it is important to remember that there is always an element of subjectivity in any judgement of estates standards. The grade should reflect the overall impression of the estate. For example, some areas may be grade 3 standard but if other areas are grade 1 on the estate then the overall grade should be a 2. The areas that scored low should be brought up to grade 2 or above within twenty-one days.
Parking areas Estate standard These areas should be swept and litter picked, including where the litter or debris surrounds parked vehicles or other stationary objects. There should be no weeds, moss and leaves. Housing officers should report any abandoned vehicles or illegally parked vehicles, for example those without a valid disk or parking permit. 3 Area is swept and free of litter, leaves and debris Any abandoned or illegally parked vehicles have been reported to the Street Scene section of the council Any bulk items have been reported with collection arranged No hazardous materials 2 Area is predominantly clear of litter, leaves and debris Any abandoned or illegally parked vehicles have been reported to the Street Scene section Any bulk items have been reported with collection arranged No hazardous materials 1 0 Area has a noticeable build-up of litter, leaves and debris Any abandoned or illegally parked vehicles have been reported to the Street Scene section Any bulk items have been reported with collection arranged No hazardous materials Area has excessive build-up of litter, leaves and debris One or more abandoned or illegally parked vehicles that have not been reported to the Street Scene section Bulk items not made safe and reported Hazardous materials
Garages Estate standard Garage areas should be clean, well maintained, and free from graffiti, fly-tipping and vandalism. The garages should be in good repair and the garage forecourt should be free of moss, rubbish and leaves and the drains clear. 3 Garage area is clean, well maintained and free from weeds and moss Free from graffiti, fly-tipping and vandalism Garages in good repair 2 Garage area is reasonably clean and well maintained requiring little work to bring back to grade 3 standard Some evidence of weed growth Some evidence of inoffensive graffiti Garages in reasonable repair 1 Build up of debris and refuse Fly-tipping present but reported Excessive weed/moss growth Evidence of graffiti and vandalism Some evidence of disrepair 0 Excessive build-up of litter and debris Bulk refuse present that has not been removed, or made safe and reported Hazardous materials Major repairs required to garages Offensive graffiti present
Paths and paved areas Estate standard These areas should be swept thoroughly and litter removed. All areas should be free of litter, hazardous items, weeds and moss. Bulk refuse should either be removed or made safe, reported and collection arranged. The paving should be in good condition with no missing slabs, paviers or drain covers. 3 Area is clear of litter, debris and leaves Bulk items not present or have been made safe with collection arranged No hazardous items 2 Area is predominantly free of litter and debris Would require little work to return area to a grade 3 standard Bulk items not present or have been made safe by arranging collection Litter, debris and leaves are noticeable No hazardous materials 1 0 Excessive build-up of litter and debris Bulk refuse present that has not been removed, or made safe and reported Hazardous materials
Play areas Estate standard Areas should be free of litter, graffiti, and bulk items. The area should be completely free of broken glass, needles and other hazardous items. The equipment should be safe and in good working order, with a secure boundary fence and gates. 3 Area is clear of litter, debris and bulk items Play equipment is either in good working order; or has been cordoned off, made safe and reported No hazardous items Very few leaves 2 Area is mainly free of litter, debris and leaves No hazardous items and play equipment in good working order; or has been cordoned off, made safe and reported Area requires little work to return it to grade 3 standard 1 Noticeable quantities of litter and debris No hazardous items Play equipment in good working order; or has been cordoned off, made safe and reported 0 Excessive build-up of litter, debris, leaves; and/or Hazardous items, for example broken glass or needles; and/or Defective play equipment that has not been dealt with appropriately by cordoning off
Grassed areas and shrubs Estate standard These areas should be kept free of litter and rubbish. Any rubbish left in these areas should be removed, or if necessary made safe and arrangements made for collection. There should be no hazardous items present, for example broken glass or needles. The grass and shrubs should look tidy and well maintained. The grass cuttings should be blown off the paths within half a day of cutting. The grass should be no longer than 7.5cm, with the exception of sloped areas. 3 Area is completely free of litter and refuse Bulk refuse is either not present or has been made safe and is awaiting collection No hazardous items Shrubs and grass are well maintained and looks tidy. 2 Area is predominantly clear of litter and refuse Litter and refuse are present, but not to any great extent Shrubs and grass need minor attention 1 There is some build-up of litter, debris and leaves No hazardous materials Shrubs and grass need attention but are likely to be restored with routine maintenance 0 Excessive build-up of litter and debris Bulk refuse present that has not been removed, or made safe and reported Hazardous materials The shrubs or grass have not been maintained for a long period of time and have potential to be a hazard or risk to residents
Graffiti Estate standard Offensive graffiti should be removed within 24 hours of being reported or being found by a member of Canterbury City Council staff. All other graffiti should be removed or covered within seven working days. 3 There is no graffiti visible in the area There may be evidence of graffiti that has been painted over or removed but the graffiti itself is not visible No graffiti anywhere else in the inspected area 2 There may be some graffiti present, but it is minimal and is not offensive Very few instances of inoffensive graffiti in the inspected area The graffiti has been reported and is awaiting removal There may be many instances of graffiti in the inspected area; however the graffiti that is present is not offensive; and the graffiti has been reported 1 0 There may be an excessive quantity of inoffensive graffiti Offensive graffiti puts the area at a 0 grade The graffiti has not been reported
Hedges, fencing and gardens Estate standard Hedges must be tidy and well maintained and must not be obstructing paths. Gardens must be well maintained, and free of rubbish and debris. Driveways and hard standings should be constructed appropriately with a properly formed dropped kerb. Communal fences will be secure and in good repair. 3 2 1 0 Hedges are of a reasonable height and are well maintained Grass has been maintained to a good standard No evidence of litter and rubbish in gardens No vehicles parked on gardens without dropped kerbs Fences are of a reasonable height and fully intact Fencing is maintained to a good standard Fencing is free from graffiti Hedges are of an acceptable height and are reasonably maintained Grass in gardens has been maintained to an acceptable standard Little evidence of litter and rubbish in gardens A small number of vehicles parked on gardens without dropped kerb which the Housing Officer is aware of, and action is ongoing Fencing maintained to a reasonable standard Little evidence of graffiti Minor damage to fencing which has been reported Hedges are overgrown in height and are not well maintained Grass in gardens has been maintained to a poor standard Evidence of litter and rubbish in gardens A number of vehicles are parked on gardens without dropped kerbs Fencing poorly maintained and/or not a reasonable height More extensive damage to fences which has been reported Evidence of graffiti but not offensive Hedges are overgrown in height and are poorly maintained Grass in gardens is overgrown A substantial amount of litter and rubbish in gardens A large number of vehicles are parked on gardens without dropped kerbs Major damage that has not been reported Offensive graffiti of any quantity is of a grade 0 standard The graffiti has not been reported
Communal bin and drying areas Estate standard Areas should be free of rubbish, moss and leaves. The drying area surface should be in good condition. 3 Communal bin areas and drying areas are well maintained Free of litter, weeds and moss Drying area surface in good condition with good boundary fencing 2 Communal bin areas and drying areas are well maintained Minor evidence of litter and moss Minor defects with drying area surface or fencing 1 The communal bin storage and drying area is in need of attention There is litter which may require regular attention Defects in drying area that have been reported 0 The condition of the communal bin storage and drying area is not acceptable There is litter and moss that has not been attended to for some time and could be considered a risk There are defects with the surface that have not been reported
Fly-tipping and litter Estate standard Areas should be clear of all evidence of fly-tipping and anything that could be dangerous or could attract vermin. 3 The area is either completely free of bulk rubbish; or Any bulk waste that is present is stored safely and has been reported for removal 2 There may be single small items of bulk rubbish in a non-designated area but are not obstructing a walkway or exit and have been left secure. Items have been reported for collection 1 There may be items of bulk waste in non-designated areas, but they do not represent a health and safety hazard Items have been reported for collection 0 Items have been left in an unsafe manner Excessive amounts of rubbish have accumulated Bulk rubbish is obstructing a walkway The bulk rubbish causes a health and safety issue The bulk has not been reported for collection