Neighbourhood Section
Service Standard
Report
2010-2011
October - December
Quarter
Mark Arnold
January 2011
1
Contents
Section
What are our Service Standards?
Page
4
1 Estate Management Performance
1.1 Post Tenancy Visit Figures for 2010-2011 October - December
1.1.1 Post Tenancy Visit figures quarter to quarter comparison
1.2 Estate Inspection Figures for 2010-2011 October - December
1.2.1 Estate Inspection figures quarter to quarter comparison
1.3 Graffiti Figures for 2010-2011 October - December
1.3.1 Graffiti figures quarter to quarter comparison
1.4 Fly-tipping Figures for 2010-2011 October - December
1.5 Abandoned Vehicle Figures for 2010-2011 October - December
1.6 Abandoned Home Figures for 2010-2011 October - December
8
8
9
9
10
10
10
10
10
2 Communal Services Performance
2.1 Communal Building Cleaning Figures for 2010-2011 October - December
2.1.1 Communal Building Cleaning quarter to quarter comparison
2.2 Communal Grounds Maintenance Figures 2010-2011 October - December
2.2.1 Grounds Maintenance quarter to quarter comparison
12
12
12
12
3 TRET Performance
3.1 ASB Report Figures for 2010-2011 October - December
3.1.1 ASB Report Figures quarter to quarter comparison
3.2 ASB Closed Case Satisfaction for 2010-2011 October - December
3.2.1 ASB Closed Case Satisfaction quarter to quarter comparison
3.3 Hate Crime & Domestic Violence Figures 2010-2011 October - December
3.3.1 Hate Crime & Domestic Violence quarter to quarter comparison
3.4 ASB Service Response Times 2010-2011 October - December
3.4.1 ASB Service Response Times quarter to quarter comparison
3.5 Referrals to other agencies 2010-2011 October - December
3.5.1 Referrals to other agencies quarter to quarter comparison
14
15
16
16
16
16
17
17
17
17
4 Housing Hartlepool Neighbourhood Service Partnerships
4.1 Handy Man Service Figures for 2010-2011 October - December
19
4.1.1 Handy Man Service Figures comparison quarter to quarter
19
4.2 Environmental Enforcement Officer Figures 2010-2011 October-December 20
4.2.1 Environmental Enforcement comparison quarter to quarter
20
5 Management Agreement with HBC
5.1 Properties under management agreement 2010-2011 October – December 22
5.2 Post tenancy visits completed 2010-2011 October – December
23
5.3 Estate Inspection Figures 2010-20-11 October – December
23
5.4 Graffiti figures for 2010-2011 October – December
23
5.5 Fly-tipping figures for 2010-2011 October – December
23
5.6 Abandoned vehicles for 2010-2011 October – December
23
5.7 Abandoned homes for 2010-2011 October – December
23
5.8 Repairs 2010-2011 October – December
24
5.9 ASB Figures for 2010-2011 October – December
24
6 Outcomes
6.1 SWOT analysis
6.2 Proposals
26
27
Appendix 1: Communal Cleaning Service Failure 2010-2011 October-December
28
Appendix 2: Neighbourhoods Team Action Plan 2010-2011 October - December
30
2
What are our Service Standards?
Neighbourhoods Team












Visit your Estate Weekly
Tell you who your Housing Officers is and how to contact them
Inspect your Neighbourhoods every 12 weeks with residents who wish
to join us
Let you know before an Estate Inspection will take place
Visit new tenants with Housing Hartlepool the first 2 weeks of their
tenancy commencing
Will ensure all homes reported as abandoned are investigated within 2
working days
Be aware of anti-social behaviour and vandalism on our estates and
respond within 12 working hours or 5 working days depending on the
situation
Remove offensive graffiti from our properties the same working day
Non offensive graffiti will be removed within 5 working days of being
reported
Remove untaxed and abandoned vehicles on our space/land within 1
working day of being notified
Remove fly tipping from our land (not council owned) within 24 working
hours of it being reported
We will annually send a questionnaire to all resident who receive this
service, check how we are doing and to ask for any comments and
suggestions on how to improve the service
3
Communal Building Cleaning Standards
This covers the cleaning of communal areas in blocks of flats excluding
sheltered housing schemes. The work is done by a contractor who works to
these standards.




We will clean your block 52 times a year unless specified otherwise
We will display the specification of cleaning required to your block in the
communal area. Telling you when the block is cleaned and who the
contractor cleaning your block is
We will carry out formal inspections on the cleaning standard with
residents who wish to attend every 8 weeks; these dates are displayed on
the cleaning service standard in your communal area.
We will annually send a questionnaire to all residents who receive this
service to check how we are doing and to ask for any comments and
suggestion on how to improve the service
These are the main standards that you can expect on each
visit (where exists).
Weekly
 We will letter pick and remove all debris from floors, floors and stairs will
be swept, mopped or vacuumed depending on the floor covering (we will
not wash the floor if there is a chance it will freeze in clod weather)
 Barrier mattering will be removed, swept and vacuumed
 We will dust/damp wipe all fittings including sills, ledges, door frames, door
jams, skirting boards, banisters, handrails, internal and external doors
including tenants own front door
 We will spot clean walls, doors, and glass
 We will remove graffiti and chewing gum from all areas and report all
external graffiti and damage
 Disposal of rubbish, removal of sharps, report all fly tipping
 Remove animal excrement in communal areas internally and from the
entrance pathway
Monthly
 Clean all communal windows inside and out including paintwork and
plastic window frames, clean external entrance porches, doors, steps,
handrails, front and rear
 Supply air fresheners and change monthly
 Wash walls, steps, bulk head lighting both internally and externally, clean
letterboxes front and rear
Yearly
 Clean all gutters and wash down comers, deep clean of carpets/floors
polished
You must keep the hallway and landings clear at all times. Any items
including bags of rubbish, furniture, doormats, carpets or any other personal
items will not be moved for cleaning and cleaning may not take place. These
will be reported to the Neighbourhood Housing Officer for further action to be
taken.
4
Communal Grounds Maintenance Service Standards
This applies to communal land around blocks of flats) excluding sheltered
housing schemes) and open spaces owned by Housing Hartlepool on our
estates. The work is carried out by a contractor who is covered by these
standards
To Communal Blocks and Open Spaces of Land Owned By Housing
Hartlepool

We will tell you who the contractor is and the area to be maintained
Grass cutting will be maintained as follows
 Grass will be cut 16 times between April and October and all cuttings will
be removed
Shrub & Rose beds will be maintained as follows
 Hoeing & Weeding will be carried out on a monthly basis approximately 12
times during the summer season leaving 95% weed free
 Beds will be litter picked on a monthly basis leaving beds leaf litter and
debris free to expose soil surface
 Forking & Weeding will be carried out once in the winter season leaving
beds weed free
 Herbicide Application will be carried out between 2 – 4 times throughout
the year
 Shrub Bed pruning will be carried out once in February/March time
 Rose Pruning will be carried out twice throughout the year, once in March
and again in November
 Shrub & Rose Deadheading will be carried out once throughout the
summer
Hedges will be maintained as follows
 Privet hedges will be cut once between May & November, any other
hedges will be cut once between June & October





Pathways will be swept on a monthly basis and pressure washed once
throughout the year
We will edge grassed areas once throughout the winter programme
We will visit weekly to remove fly tipping
We will carry out inspections on the grounds maintenance standard every
eight weeks with residents who wish to attend. These dates are shown on
your building cleaning service standard
We will send a questionnaire annually to all residents who receive this
service to check how we are doing and to ask for any comments and
suggestions on how to improve the service
5
Anti Social Behaviour Service Standard

We will respond to all incidents within 5 working days.

We will respond to hate crimes, that is, offences motivated by
hatred or prejudice towards particular social groups within 12
working hours.

You will be allocated a dedicated case officer.

We will agree actions with you and carry them out within 5
working days.

We will contact you in the appropriate way as agreed, on a
weekly basis to give you an update of the case.

Your identity will not be disclosed, however, where this is not
possible, you will be advised and the options discussed fully
and agreed.

You will be notified when a case is closed.

We will send you a satisfaction questionnaire following
closure of your case.
6
1
Estate Management
Performance
7
1.1 Post Tenancy visit figures 2010-2011 October - December
Neighbourhood section had to complete 543 Post Tenancy visits in this period
of which 241 were 2 week visits, 192 were 12 weeks visits and 110 were 7
month visits. Although there were 543 required visits the estate officers had to
post 389 cards in doors due to missed appointments or unsuccessful visits
meaning a total number of visits of 932. When we consider that the average
missed appointment uses 20 minutes in travel and administration time then
this constitutes a loss of 129.6 working hours or almost 3.5 working weeks
due to missed appointments alone. Of the 543 Post Tenancy visits completed
all were visited within target but only 447 of these visits were able to be
completed within target due to missed appointments.
2 week
241
3 Month
192
7 Month
110
Total
543
1st Visit
250
2nd Visit
232
Final visit
64
Outstanding
0
In Target First Visit
Yes
543
No
0
Completed In Target
1.1.1 Post Tenancy Visit figures quarter to quarter comparison
We have seen an increase in the number of overall visits for this period up
174 from the previous quarter. The overall % of visits resulting in a card in
door has increased to 41.7%.
8
Yes
447
No
96
1.2 Estate Inspection figures 2010-2011 October-December
42 Estate inspections were completed in this period. Of these inspections all
42 were completed within 12 weekly target dates. These generated 108 follow
on actions which breakdown as:ASB
0
Boundaries
10
Dog Foul
5
Fly-tipping
1
Garden
36
Graffiti
7
Highways
22
Repair
7
Rubbish
19
Trees
1
Total
108
Tins Issued
North
0
45
South
12
27
Total
12
72
No. Escalated to Flare
0
0
.
We can see from these figures that the majority of actions generated are for
issues with gardens and highways. Tins were issued for the garden issues
and of 12 all were resolved without the involvement of the TRET team.
1.2.1 Estate Inspection figures quarter to quarter comparison
We see a small increase in the number of estate visits within this period
compared to the previous period. We see the average number of actions
created from estate inspection in this period is 2.6 and a reduction I the
percentage of garden actions created at 33.3%. We have seen a decrease in
no. of TINs issued this period to 0.3 per estate inspection from 1.8 per estate
inspection. These drops in issues may be due to poor weather conditions in
December, the snow covered the ground and may have hidden some issues.
9
1.3 Graffiti figures for 2010-2011 October - December
There were a total of 9 graffiti jobs reported in this period of which none were
offensive to be completed within 24 hours and 9 were non offensive to be
completed within the new target of 5 days. Of the 9 jobs all were completed
within target dates. The total cost of the graffiti removal was £524.52 which
averages to £58.28 per job.
Total cost
£524.52
No. Jobs
Offensive
Non Offensive
9
0
9
1.3.1 Graffiti figures quarter to quarter comparison
During this period we have seen the same number of incidents from the
previous period but we have not had any offensive graffiti reports. We have
also seen a drop in the average cost per job from £62.48 to £58.28.
1.4 Fly-tipping figures for 2010-2011 October - December
There were 1 report of fly-tipping to be removed within 24 hours in this period,
all of which where completed within target deadlines.
This is a reduction from 3 incidents in the previous quarter.
1.5 Abandoned Vehicle figures for 2010-2011 October - December
No Reported instances. 100%
No change from previous quarter.
1.6 Abandoned Homes figures for 2010-2011 October - December
No Reported Instances. 100%
No change from previous quarter.
10
2
Communal Services
Performance
11
2.1 Communal Building Cleaning figures 2010-2011 October - December
During this period the estate officers from the neighbourhood management
section carried out 164 internal communal cleaning inspections which are
completed every 8 weeks. All of these inspections were completed within
target. During these inspections we found 67 of the communal areas did not
meet our current service level agreements. Of the 67 failures the following
reasons were given:
Doors Not Cleaned
Windows / Glass
Multiple Issues
3
1
63
Please see appendix 1 for full list of Service level failures.
2.1.1 Communal Building Cleaning quarter to quarter comparison
We have carried out fewer inspections during this period in comparison to the
previous one. The actual percentage that failed is lower at 40.8% compared to
51% last time.
2.2 Grounds Maintenance figures for 2010-2011 October - December
During this period the estate officers from the neighbourhood management
section carried out 160 communal garden inspections which are completed
every 8 weeks. All of these inspections were completed within target. During
these inspections we found 2 of the communal gardens did not meet our
current service level agreements. Of the 2 failures the following reasons were
given:
Hedge
Path not swept
1
1
2.2.1 Grounds Maintenance quarter to quarter comparison
We have carried a fewer inspections during this period in comparison to the
previous one. We have seen a slight increase in the actual percentage that
failed is at 1% compared to 0.5% last time.
12
3
TRET Performance
13
3.1 ASB report figures for 2010-2011 October - December
ASB Reports received
The TRET section received 160 ASB Reports in this period of which
intimidation / harassment / threatening behaviour and noise nuisance make up
50.6% of them. Please see below for a full break down of the Reports receive
in this period.
Alcohol related
0
Ball Games Nuisance
3
Criminal Behaviour / Crime
3
Drugs / Substance misuse / Drug dealing
9
Hate Crime / Incident
1
Housing Management
4
Empty property
1
Intimidation / Harassment / Threatening
Behaviour
45
Litter / Rubbish / Fly Tipping
1
Noise
36
Nuisance behaviour
18
Nuisance from Vehicles
0
Pets and Animal Nuisance
10
Rowdy behaviour
11
Sexual acts
2
Vandalism and Damage to Property
16
14
ASB reports by area
When we break down the 160 reports into geographical area sorted by
electoral ward we can see that Brus, Rift House and Owton have the largest
number of reports raised:
Brus
Burn Valley
Dyke House
Fens
Foggy Furze
Hart
Greatham
Owton
Park
Rift House
Rossmere
Seaton
St Hilda
Stranton
Throston
23
1
19
5
0
0
4
23
0
26
16
0
23
15
5
Quarter to Quarter comparison
We can see a large decrease in the number of cases being reported in the
Owton and Rift House.
The following breakdown shows the types of reports in each ward:
Dyke
Brus Burn Valley House Fens Greatham Ow ton Rift House Rossmere St Hilda Stranton Throston
Ball Games Nuisance
0
0
2
0
0
0
0
0
1
0
0
Criminal Behaviour / Crime
0
0
0
0
0
1
1
0
0
1
0
Drugs / Substance misuse / Drug dealing
1
0
0
1
0
1
1
0
2
3
0
Empty Property
0
0
0
0
0
0
0
0
1
0
0
Hate Crime / Incident
0
0
1
0
0
0
0
0
0
0
0
Housing Management
0
0
0
0
0
2
1
0
0
1
0
Intimidation / Harassment / Threatening Behaviour
4
0
5
2
1
8
6
5
4
7
3
Litter / Rubbish / Fly Tipping
0
0
0
0
0
1
0
0
0
0
0
Noise
7
1
4
2
2
5
5
5
4
0
1
Nuisance behaviour
3
0
1
0
0
3
3
3
3
1
1
Pets and Animal Nuisance
2
0
2
0
0
1
3
1
1
0
0
Rowdy behaviour
2
0
0
0
1
0
4
1
3
0
0
Sexual acts
0
0
0
0
0
0
0
0
1
1
0
Vandalism and Damage to Property
4
0
4
0
0
1
2
1
3
1
0
3.1.1 Quarter to quarter comparison
We have seen a significant reduction in the number of criminal behaviour, and
drug complaints from the previous quarter, but have seen an increase in the
nuisance behaviour reports. Again we see threatening behaviour is the most
commonly reported issue. The most significant increases are the reports of
vandalism.
15
3.2 ASB Closed Case Satisfaction for 2010-2011 October - December
During this period the TRET team sent out 90 customer satisfaction surveys
and received 42 back, this is a 46.6% return rate. The average overall score
from the satisfaction survey was 9.1, our target score is 9.0. During this period
the TRET team did not receive any complaints relating to disclosing
complainants identities.
Satisfaction Surveys
Cases Closed
Survey required
Sent
Returned
Average Score
166
90
90
42
9.1
3.2.1 Quarter to quarter comparison
We see an increase in the average score which is above target, also an
increase in the percentage of surveys returned. The increase is due to survey
calls made by contact team in November which increased the percentage to
79% for that month. These figures are also affected by a low return in
December which may be due to problems with the post service at this time of
year.
3.3 Hate Crime & Domestic Violence Figures for 2010-2011 October-December
During this period we received 1 hate crime case, this case was responded to
within the 12 hour deadline.
Dyke House
1
Owton
0
Stranton
0
We received 7 reports of DV all of which were responded to within target. All
of which were responded to in target.
Brus
Dyke House
0
1
Fens
1
Owton
1
Rift House
1
Rossmere
1
St Hilda
1
Stranton
1
3.3.1Quarter to quarter comparison
We see a vast reduction in the number of reports of DV especially in the rift
house area.
16
3.4 ASB Service Response Times for 2010-2011 October-December
During this period we responded to all of the ASB cases within the target date.
We had 158 ASB cases not including domestic violence and hate crimes. Of
these cases we responded on the same day to 82% and we responded to
95% within 1 working day.
Same Day 130
1 Day 20
2 Days 3
3 Days 3
4 Days 0
5 Days 2
Over 5 Days 0
3.4.1 Quarter to quarter comparison
We see an increase in both then percentage calls responded to same day and
within 1 day. We still responded to all within 5 day target.
3.5 Referrals to other agencies 2010-2011 October-December
During this period we made 16 referrals to other supporting agencies, the
break down is below:
DISC
1
Harbour
2
Housing Advice
7
MARAC
Mini T&C
1
1
Unite
3
YIP
1
3.5.1 Quarter to quarter comparison
We see a small increase in the number of referals made during this period.
17
4
Housing Hartlepool
Neighbourhood Service
Partnerships
18
4.1 Handyman Service figures for 2010-2011 October - December
The handyman service is run by connected care in conjunction with funding
from Housing Hartlepool. This service undertakes minor work and repairs not
completed by Housing Hartlepool for its tenants as standard repairs such as
gardening, decorating or changing light bulbs / fixtures. The service was used
by 183 Housing Hartlepool tenants in the period October to December. They
breakdown into the following category of repairs:
Cleared path ways / Garden HH
Decorating HH
Repair HH
Cleared path ways / Garden OO
Decorating OO
Repair OO
Cleared path ways / Garden PL
Decorating PL
Repair PL
Total no HH jobs
Total no jobs
This equates to 2.7% of our current tenants using this service during this
period.
The handyman service has received 16 customer satisfaction surveys back
during this period. All 16 surveys awarded the service full marks.
Quarter to quarter comparison
We have seen an impressive increase in use of the service during this quarter
by all users but especially by Housing Hartlepool tenants. This increase was
largely due to the poor weather conditions as 117 Housing Hartlepool tenants
accessed the service to have their paths cleared/gritted.
19
117
13
53
0
5
0
0
5
38
183
231
4.2 Environmental Enforcement Officer figures 2010-2011 OctoberDecember
In the 4 key areas within the town that we monitor we see from these figures
that the main issues are fly tipping and waste debris. Of the 4 areas the most
actions were taken with in the Dyke House area.
TRANSECT
LOCATION
Belle Vue
Burbank
Dyke House
Rift House
Total
TRANSECT
LOCATION
Belle Vue
Burbank
Dyke House
Rift House
Total
FPN
LITTER
FPN
DCO
FPN
Sect 46
LITTER
DETAILS
GENERAL
DETRITUS
0
0
4
1
5
0
0
4
9
13
0
0
1
0
1
0
0
0
0
0
32
9
19
18
78
FLYTIPPING
INV
36
19
62
20
137
SEC
46
0
0
0
0
0
HH
WASTE
DEBRIS
3
10
39
48
100
BIN
PROBS
4
9
4
16
33
NTL
BOX
0
0
1
0
1
GRAFFITI
FLY
POSTING
VOIDS
CARS
REP/REM
4
0
6
4
14
0
0
1
0
1
3
1
7
1
`12
3
0
2
0
5
STREET
LIGHT
0
0
1
0
1
HIGHWAYS
10
2
13
11
36
CARAVAN
SKIPS
0
0
0
0
0
DOG
ISSUES
3
1
6
3
13
4.2.1 Environmental Enforcement comparison quarter to quarter
The table below shows the increases and decreases from the previous
quarter to this one:
TRANSECT
LOCATION
Since last
quarter
TRANSECT
LOCATION
Since last
quarter
FPN
LITTER
13
FLYTIPPING
INV
38
FPN
DCO
FPN
Sect 46
LITTER
DETAILS
GENERAL
DETRITUS
3
5
1
SEC
46
HH
WASTE
DEBRIS
BIN
PROBS
21
14
16
2
20
GRAFFITI
2
NTL
BOX
3
STREET
LIGHT
5
FLY
POSTING
3
HIGHWAYS
17
VOIDS
CARS
REP/REM
1
20
CARAVAN
SKIPS
5
DOG
ISSUES
7
5
Management
Agreement
with HBC
21
5.1 Properties under management agreement 2010–2011 October–
December
We are currently managing 44 Properties on behalf of Hartlepool Borough
Council. The following is a list of the properties we currently manage:
No
6
8
9
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
20
22
24
26
28
30
32
10
12
14
16
18
20
22
24
44
46
48
31
33
35
37
39
Address
Empire Square
Empire Square
Empire Square
Golden Meadows
Golden Meadows
Golden Meadows
Golden Meadows
Golden Meadows
Golden Meadows
Golden Meadows
Golden Meadows
Golden Meadows
Golden Meadows
Golden Meadows
Golden Meadows
Golden Meadows
Golden Meadows
Golden Meadows
Golden Meadows
Golden Meadows
Golden Meadows
Golden Meadows
Golden Meadows
Golden Meadows
Golden Meadows
Golden Meadows
Golden Meadows
Golden Meadows
Hucklehoven Way
Hucklehoven Way
Hucklehoven Way
Hucklehoven Way
Hucklehoven Way
Hucklehoven Way
Hucklehoven Way
Hucklehoven Way
Lynn Street
Lynn Street
Lynn Street
Whitby Street
Whitby Street
Whitby Street
Whitby Street
Whitby Street
Postcode
TS24 7AG
TS24 7AG
TS24 7AG
TS25 1GH
TS25 1GW
TS25 1GH
TS25 1GW
TS25 1GH
TS25 1GW
TS25 1GH
TS25 1GW
TS25 1GH
TS25 1GW
TS25 1GH
TS25 1GW
TS25 1GH
TS25 1GW
TS25 1GH
TS25 1GW
TS25 1GH
TS25 1GW
TS25 1GW
TS25 1GW
TS25 1GW
TS25 1GW
TS25 1GW
TS25 1GW
TS25 1GW
TS24 7AE
TS24 7AE
TS24 7AE
TS24 7AE
TS24 7AE
TS24 7AE
TS24 7AE
TS24 7AE
TS24 7AF
TS24 7AF
TS24 7AF
TS24 7AB
TS24 7AB
TS24 7AB
TS24 7AB
TS24 7AB
Property
Type
B2
H3
H3
H3
H3
H2
H2
H2
H2
H3
H3
H3
H3
H3
H3
H2
H2
H2
H2
H2
H3
H2
H3
H3
H3
H3
H3
H3
H4
H3
H3
H2
H2
H2
H2
H2
H2
H2
H2
H3
H3
H2
H2
H4
22
Tenancy
Start
13/12/2010
18/10/2010
01/11/2010
04/10/2010
04/10/2010
04/10/2010
13/12/2010
04/10/2010
04/10/2010
04/10/2010
04/10/2010
20/12/2010
01/11/2010
13/12/2010
01/11/2010
13/12/2010
01/11/2010
13/12/2010
06/12/2010
13/12/2010
01/11/2010
13/12/2010
13/12/2010
13/12/2010
13/12/2010
20/12/2010
20/12/2010
13/12/2010
13/12/2010
13/12/2010
13/12/2010
20/12/2010
20/12/2010
11/10/2010
11/10/2010
08/11/2010
20/12/2010
20/12/2010
13/12/2010
18/10/2010
11/10/2010
11/10/2010
11/10/2010
18/10/2010
5.2 Post Tenancy visits completed 2010-2011 October-December
Neighbourhood section had to complete 46 Post Tenancy visits in this period
of which 38 were 2 week visits, 8 were 12 weeks visits. Although there were
46 required visits the estate officers had to post 17 cards in doors due to
missed appointments or unsuccessful visits meaning a total number of visits
of 63. When we consider that the average missed appointment uses 20
minutes in travel and administration time then this constitutes a loss of 5.75
working hours due to missed appointments alone. Of the 46 Post Tenancy
visits completed all were visited within target but only 36 of these visits were
able to be completed within target due to missed appointments.
Visits
2 week
3 Month
Total
38
8
46
Completions
1st Visit
29
2nd Visit
15
Final visit
2
5.3 Estate Inspection figures 2010-2011 October-December
2 estate walkabouts included these properties, these were completed on
target. No Reported issues.
5.4 Graffiti figures for 2010-2011 October – December
No Reported instances. 100%
5.5 Fly-tipping figures for 2010-2011 October - December
No Reported instances. 100%
5.6 Abandoned Vehicle figures for 2010-2011 October - December
No Reported instances. 100%
5.7 Abandoned Homes figures for 2010-2011 October - December
No Reported Instances. 100%
23
5.8 Repairs 2010-2011 October-December
During this period we completed 10 repairs on the managed properties, of
these 7 were emergencies to be completed within 12 hours and 3 were urgent
to be completed within 5 working days. All jobs were completed within target.
The total cost of these jobs was £506.89.
Emergency
Urgent
Total
7
3
10
5.9 ASB report figures for 2010-2011 October – December
TRET received 2 complaints relating to properties under the management
agreement and no complaints from these residents. The following is a
breakdown of the complaints received:
Advice Case - HH
Nuisance behaviour
Throwing missiles
Golden Meadows
Community Intelligence
Noise
Loud music
Golden Meadows
Community Intelligence
Drugs
Discarding needles
Whitby Street
24
6 Outcomes
25
6.1 SWAT Analysis
Strengths
 Post tenancy visits all visited within target
 Estate inspections all completed in target
 We proactively manage our estates and tackle issues
 Reduction in the percentage of estate issues progressed to TIN
 Reduction in graffiti incidents and average cost of removal
 All graffiti removed with in target
 All communal building cleaning inspections completed in target
 Reduction in percentage level of building cleaning service failure
 All grounds maintenance inspections completed in target
 Large reduction in percentage of grounds maintenance service failure
 All ASB, DV & hate cases responded to by TRET within target
 High level of satisfaction with TRET service
 High level of service use of handyman service
 High visibility of environmental enforcement officers on the street will
act as deterrent
Weakness
 High level of missed post tenancy visit appointments
 No benchmarking undertaken for graffiti service
 High level of cleaning service failure
 No regular satisfaction surveys for communal services
 Increase in flytipping, HH waste & cars removed by Enviromental
Enforcement Team
Opportunity
 Continued development of post tenancy visit process
 Look to encourage / educate tenants around gardens
 Benchmark our services against peers for quality and VFM
 Continue to develop Building Cleaning service in partnership with HBC
 Introduce regular sample tenant satisfaction surveys
 Introduce bespoke communal services
 Review TRET cases by type & area to identify key issue and areas that
arise – create action plans on the back of this
 Promote the handyman service to our company, tenants and others
using various mediums
 Improve quality of estates through education and enforcement
Threats
 Tenants not staying in for appointments
 Tenants not wanting to look after property and surroundings
 Increased anti social behaviour
 Increased pressure on HBC due to cut backs
 Overcoming tenants preconceptions
 Separating opinions of services and removing bias
 Understanding a tenants perspective of VFM
 Increase in crime linked to economic down turn
 Removal of ASB orders
 Introduction and removal of government policies
 Review of partnership funding in line with budgetary availability
26

Overall feeling of apathy of behalf of the tenant towards the conditions
of his estate and community
6.2 Proposals
Post Tenancy Visits – We still to cut back on the amount of missed
appointments currently costing the neighbourhood service large amounts of
time and money. We are currently developing a new electronic appointment
system and possibly a text messaging service. This system will be developed
in house between neighbourhood services and ICT sections in a project lead
by Mark Arnold and Richard Corser. Helen Ivison is also undertaking a review
of the estate management team and the role they carry out with possibility of
taking over the new tenant sign ups to hopefully reduce the number of missed
appointments.
Estate Visits – No Issues presently, will sit down with estate officers to
arrange next years visit dates.
Graffiti – We currently provide an excellent service and consistently meet our
targets and have actually seen a reduction in this period number of jobs and
average cost job but in the current financial climate we must ensure we
provide the best value for money service possible. To ensure we are able to
do this, we will under take a review of this service to include current best
practise and comparative costs of similar services.
Fly tipping – New system in place to monitor.
Abandoned Vehicles – New system in place to monitor.
Abandoned Homes – New system in place to monitor.
Handyman Service – We need to develop key aspects of this service and
ensure we provide value for money. We also must ensure we promote this
service to increase service uptake.
Communal Building Cleaning –Moving forward HBC has agreed to move a
permanent cleaner into the sheltered blocks and rearrange the cleaning
schedules to optimise travel time and provide more time in the blocks, this in
now is place and we will continue to monitor to see if this eleviates the
situation.
Communal Grounds Maintenance – We are awaiting costings to enable us to
develop a full schedule of work assessed by priority and rolled out over a
cyclical programme to ensure least impact of budgets for the end of life
gardens.
Deerness services now running very smoothly with very few issues
arising, we will await the result of the communal questionnaire to see if
customer opinion has improved.
Environmental Enforcement Officers – We should also be able to see a
decline in the number of issues covered by the environmental enforcement
officers arising during estate visits completed by our estates officers.
27
Appendix 1: Communal Cleaning Service Level Failures 2010-2011
October – December
STREET
DATE
ISSUE
HH COMMENTS
Alford Court 25 - 30
08.10.10
Windows/Glass
Balmoral Court 1 - 6
04.10.10
Airfresh
Balmoral Court 13 - 18
21.12.10
Windows/Glass
Balmoral Court 24 - 30
04.10.10
Airfresh
Briar Walk 6 - 8
02.11.10
Multiple Issues
block looks like it has not been cleaned
03.11.10
Multiple Issues
floors not mopped, landing window sill dirty, front
and rear doors dirty, letter boxes dirty, no air
freshner
03.11.10
Doors
external doors dirty
03.11.10
Multiple Issues
chewing gum evident on stairs, marks on wall near
stairs
03.11.10
Multiple Issues
floors not mopped, skirtings dusty, front and rear
doors dirty
Catcote Road 250a - 250b
21.12.10
Multiple Issues
Dalkeith Road 17 - 23
21.12.10
Multiple Issues
Dalkeith Road 25 - 31
21.12.10
Multiple Issues
Dalkeith Road 9 - 15
21.12.10
Multiple Issues
Duncan Road 34 - 40
21.12.10
Multiple Issues
Duncan Road 42 - 48
21.12.10
Multiple Issues
Duncan Road 50 - 56
21.12.10
Multiple Issues
17.11.10
Multiple Issues
skirtings, sills, front and rear doors dirty, windows
dirty
21.12.10
Multiple Issues
floor dusty, windows dirty, sills,skirtings, foors front
and rear dirty, air freshner missing, walls dirty
21.12.10
Multiple Issues
21.12.10
Multiple Issues
21.12.10
Multiple Issues
tenant from No 52 complaining that windows and
floors are filthy, not happy with level of cleaning
12.11.10
Multiple Issues
skirtings, sills, banisters, handrails, tenants doors
and communal doors dirty, letter boxes dirty,
windows dirty, walls marked upstairs and down
12.11.10
Multiple Issues
skirtings dirty, sills, banister, handrails, tenants
door and communal doors dirty, windows dirty,
walls marked, letter boxes dirty
12.11.10
Multiple Issues
skirtings, sills,handrails, banisters, tenants doors
and communal doors dirty, windows dirty, letter
boxes dirty, walls marked
17.11.10
Multiple Issues
sills and skirtings dusty, letter boxes dirty,
communal windows dirty
12.11.10
Multiple Issues
skirtings, sills, banisters, handrails, tenants door
and communal door dirty, letter boxes and
windows dirty
Innes Road 17 - 23
22.12.10
Multiple Issues
Innes Road 25 - 31
22.12.10
Multiple Issues
Innes Road 9 - 15
22.12.10
Multiple Issues
Inverness Road 41 - 47
22.12.10
Multiple Issues
22.12.10
Multiple Issues
Inverness Road 57 - 63
22.12.10
Multiple Issues
Maxwell Road 41 - 47
10.12.10
Multiple Issues
Maxwell Road 49 - 55
10.12.10
Multiple Issues
Browning Avenue 15a - 17b
Browning Avenue 19a - 21b
Browning Avenue 23a - 25b
Browning Avenue 27a - 29b
Durham Street 124 - 128a
Elderslie Walk 1 - 11
Elderslie Walk 13 - 23
Flint Walk 19-25
Fraser Grove 38 - 48
Fraser Grove 50 - 60
Grainger Street 22 - 25
Grainger Street 26 - 29
Grainger Street 30 - 33
Hamilton Road 34 - 40
Herbert Walk 1 - 4
Holyrood Walk 10 - 16
Inverness Road 49 - 55
28
Monach Road 10 - 16
10.12.10
Multiple Issues
Monach Road 18 -24
10.12.10
Multiple Issues
Muir Grove 1 - 7
10.12.10
Multiple Issues
Muir Grove 9 - 15
10.12.10
Multiple Issues
04.10.10
Multiple Issues
Musgrave Walk 21 - 24
Nash Grove 1 - 4
Nash Grove 5 - 8
Northumberland Walk 1 - 4
Northumberland Walk 23 - 26
Multiple Issues
Housing Officer followed cleaners around the
blocks and all that was done was the floors
moped, doors , windows, skirtings and banisters
still dirty
Multiple Issues
Housing Officer followed cleaners around the
blocks and all that was done was the floors
moped, doors , windows, skirtings and banisters
still dirty
Multiple Issues
Housing Officer followed cleaners around the
blocks and all that was done was the floors
moped, doors , windows, skirtings and banisters
still dirty
23.11.10
23.11.10
Nottingham Walk 12 - 15
23.11.10
Owton Manor Lane 219 - 225
10.12.10
Multiple Issues
Owton Manor Lane 227 - 233
10.12.10
Multiple Issues
Multiple Issues
Raby Road 108 - 114
12.11.10
Sheerness Grove 3 - 6
04.10.10
skirtings, sills, handrails, banister, tenants doors
and communal doors dirty, windows dirty, letter
boxes dirty, walls marked, no air freshener
Multiple Issues
Multiple Issues
Housing Officer followed the cleaners around the
blocks and all that was done was floors moped,
skirtings, doors, windows and banister still dirty
South Parade 17 - 20
23.11.10
St Bees Walk 2 - 5
04.10.10
Airfresh
St Hilda Chare 5 - 7
04.10.10
Airfresh
St Hilda Chare 14 - 16
17.11.10
Multiple Issues
sills and skirtings dusty, letter boxes dirty
Stockton Road 258a - 260b
17.11.10
Multiple Issues
sills and skirtings dusty, letter boxes dirty
Stockton Road 266a - 268b
06.10.10
Multiple Issues
Tuson Walk 1 - 4
06.10.10
Multiple Issues
Multiple Issues
Westmoreland Walk 16 - 19
12.11.10
Whitby Walk 14 - 17
06.10.10
Multiple Issues
Wiltshire Way 28-34
06.10.10
Multiple Issues
Wynyard Road 11a - 11b
21.12.10
Doors
Wynyard Road 17a - 17b
21.12.10
Doors
Wynyard Road 19a - 19b
21.12.10
Multiple Issues
Wynyard Road 1a - 1b
21.12.10
Multiple Issues
Wynyard Road 3a - 3b
21.12.10
Multiple Issues
Wynyard Road 9a - 9b
21.12.10
Multiple Issues
29
skirtings, sills, banisters, handrails dirty, tenants
doors dirty, communal doors dirty windows dirty,
letterboxes dirty, walls marked
Appendix 2: Neighbourhoods Team Action Plan 2010-2011 October - December
Service
Service
Post
Tenancy
Visits
Post
Tenancy
Visit
Requirement
Requirement
We must reduce
the number of
missed
appointments
Review of estate
management
services
Overall
Overallaction
actiontoto Responsibility
Responsibility
be
betaken
taken
Investigate the
introduction of a text
messaging service
Mark Arnold
Richard Corser
Look at current actions
undertaken by estate
team and look to
incorporate other
functions that will
improve service and
reduce wastage.
Compare service
against peers on costs,
response times and
standards
Target
Target
Date
Date
Successful
Successful
outcome
outcome
January
2011
Proposals passed
to board for a yes
or no decision
Helen Ivison
April 2011
Completed review
with new
processes
implemented to
team
Mark Arnold
April 2011
December
2010
Review document
outline how we
compare to peers
and proposals for
development
System created
and process for
reporting and
reporting
introduced
Increased use of
service and
awareness of
service in
community
Graffiti
Carry out
benchmark
review against
peers
Fly Tipping
Abandoned
Vehicles /
Homes
Create a
monitoring
System
Produce electronic
recording system to
create figures for
reporting
Mark Arnold
Handyman
Service
Promote service
to increase use
Increase awareness of
service within HH,
tenants and other
prospective users
Mark Arnold
Ray Harriman
April 2011
30
Progress
Progress this
this
quarter
quarter
Arranging meeting
with RC. Currently
looking at possible
new CRM systems
Ongoing
Ongoing
Completed
Looking at ways of
doing this through
local press &
organisations etc
Action for next
quarter
Communal
Building
Cleaning
Improve
customer
satifaction survey
scores
Communal
Grounds
Maintenance
Create a
schedule of
works to renew
end of life
gardens
Introduce regular
sample
satisfaction
surveys
Communal
Services
HBC to optimise
service to remove
waste time and
increase time spent in
blocks cleaning
Create a proposed
schedule of work, get
costings and then
finalise with achievable
timescales
Carry out monthly
satisfaction surveys to
gage tenants opinions,
Identify and resolve
any issues arising
Helen Ivison
Aprill 2011
A raise in annual
customer
satisfaction
survey scores
HBC has
implemented new
procedures
Mark Arnold
Lynn McPartlin
April 2013
All of end of life
gardens will have
been redeveloped
ongoing
Mark Arnold
Helen Ivison
April 2011
Regular surveys
being carried out
resulting in better
satisfaction
scores in
2011/2012
satisfaction
survey
Awaiting action
31