Issue - meetings

To consider the attached report of the Director of Governance.

The Director of Governance presented the Performance Report for Quarter 2, 2017/18.

There were 28 Green Performance Indicators (80% of total indicators), 2 Amber Indicator (6%) and 5 Red Indicators (14%) for Quarter 2 2017/18.

The red performance indicators for Quarter 2 2017/18 were as followed:

·         EKS026d (Average call waiting time in minutes);

·         EKHC2 (Rent arrears as % of annual debit);

·         HOU010a (Number of households living in Temporary Accommodation including B&B);

·         HOU010b (Number of households in bed and breakfast); and

·         LIC005 (The percentage of licensed premises inspections completed by target date)

Members were advised that the figures for HOU010a and HOU010b were based on the number of households in accommodation on the last day of the quarter.

EKS026d

The Director of Shared Services (EK Services) advised that the target if 50 seconds was a stretch target as the previous year’s target had been achieved. EKS would be increasing its resourcing with the appointment of 2 new apprentices in addition to the staff being redeployed from the area offices. There had been no call spike seen as a result of the decision taken to withdraw face-to-face services from the Aylesham, Deal and Sandwich area offices.

EKHC2

The Director of Customer Services (East Kent Housing) advised that the target was an end of year target rather than a quarterly target. There had been an impact arising from the roll out of Universal Credit, although it was not yet clear exactly what that impact was, in respect of rent arrears. In respect of the performance indicator the cycle of rent and income was not lining up with the reporting deadlines for the performance indicator. 

East Kent Housing had taken a number of measures in respect of the roll out of Universal Credit and tried to address the issue of arrears arising from delay built into the process. As a consequence, the number of evictions for the period to September 2017 was only 1 compared to 6 the previous year.

HOU010a and HOU010b

Members were advised that a report would be submitted to the Homelessness Project Advisory Group on the possible solutions to the issue.

RESOLVED: That it be recommended to the Cabinet:

(a)  That the Performance Report and Actions for Quarter 2, 2017/18 be noted.

(b)  That the Director of Shared Services be requested to provide details on the ratio of calls to staff and the duration and complexity of calls.

(c)  That East Kent Housing be requested to provide a further update on the impact of Universal Credit on arrears to a future meeting of the Committee.

To consider the attached report of the Director of Governance.

Responsibility: Portfolio Holder for Corporate Resources and Performance

It was agreed that the Council’s Performance Report and Actions for the Second Quarter 2017/18 be noted.