Agenda item

L Carman introduced herself and her background and what the Tenancy Sustainment Team have achieved over the last year and how many cases they have dealt with and the reasons why the Team was implemented and how the Team was made up and the background of all the staff.

Feedbacks from tenants are included in the report so you can see how satisfied people are with the works that we do.

L Carman was happy to take questions on the report.

M Griffiths added that she was very keen about this and is pleased with the work that is going on and the holistic approach they have.

W Wyatt-Lowe asked how many people were in the team and what the work load was like and how staffs approach to not building a personal relationship with tenants.

L Carman explained that staffs are well trained and they meet regularly and discuss work load and issues staffs may have, and although staff have relationships with tenants it’s not personal and if they felt this was happening other members of the Team would do home visits etc to remain professional so a personal relationship wasn’t build, Staff understand the boundaries. There are 4 Officers and 1 Surveyor and 1 Lead Officer.

W Wyatt-Lowe asked if they use external people.

L Carman said yes we use people like Social Services, Citizens Advice, Thriving Families and many more.

B Mclean referred to page 42 – 6.4, are you working on a series of KPI’s that can come to the committee?

L Carman said that there are currently 4 KIP’s and they are looking at social returns and trying to make it more accurate. There is a new system starting in April which they hope will help with internal reporting. This is done on a monthly and quarterly basis and she’s happy to pass this information to Elliott Brooks to be included in the quarterly returns.

The Chairman said that he can see case studies in the report about how happy people are, what about negative people?

L Carman said there are some difficult people and they do get challenges and positivity’s from it.

The Chairman asked how well staffs were trained.

L Carman explained that staffs are well trained and training needs are picked up regularly from case reviews and meeting, Herts County Council provide a lot of free training which our staff regularly undertake.

The Chairman asked if there is funding for deprived and poverty.

L Carman said that there are companies out there that can help these Tenants.

The Chairman asked how the concern card works.

L Carman said contractors use them and find it very useful; they fill it out it then goes through a process and then gets acted on.

I Imarni asked if there is a list of triggers and was care leavers one of the triggers.

L Carman said it just depends on the person but yes they have a list and care leavers are one of our high priorities/concerns.

Action:  None

Outcome: KIP report to be including in the quarterly report.