Agenda and minutes

Apologies of absence were received from Councillor Jacqui Cross.

To receive Councillors’ declarations of interest (if any) in relation to any matters on the agenda.

None.

To approve the minutes of the meeting held on 21 October 2014.

RESOLVED that the minutes of the meeting held on 21 October 2014 are agreed as a correct record and signed by the Chairman.

To receive any questions from members of the public in accordance with Council Procedure Rule 10.

None.

To receive any questions from Councillors in accordance with Council Procedure Rule 11.

None.

To consider responses (if any) of the Cabinet to reports and recommendations from the Committee.

None.

An opportunity for the Committee to ask questions to the following expert witnesses to help inform its final report on Hate Crime in Harlow:

      I.        Steve Goodsell, Show Racism The Red Card (anti-racism educational charity).

     II.        Representative from Essex Police (awaiting confirmation).

As an expected witness was unable to attend, it was agreed to defer this item until the February 2015 meeting.

To consider the interim report on the above Review and an opportunity for the Committee to ask questions to the following expert witnesses to help inform its final report:

      I.        Representative from the Harlow Environment Service Improvement Team (to be confirmed at meeting, 3 December 2014)

     II.        Representative from the Harlow Biodiversity Partnership (to be confirmed at meeting, 3 December 2014).

The Committee received an interim report for the review of the Council’s Biodiversity Policy and the Maintenance of Open Spaces. Michael Pitt, Environment and Licensing Manager, introduced the report.

The following witnesses were in attendance for this item:

·        Colin Lincoln, Chairman of Harlow Biodiversity Partnership

·        Andrew Bradley, Kier Harlow Grounds Maintenance Team.

The Committee noted the difficulties faced by the competing needs to promote biodiversity and maintain neat and tidy open spaces, particularly in times of reducing Council spend. Councillors understood the current policy of allowing grass to grow in some areas to promote biodiversity, but suggested residents may not always understand why cutting cannot be more frequent. It was suggested communicating this policy more extensively could help to counter negative public perceptions.

The Committee thanked attending witnesses for their help in this review.

RESOLVED that a final report for the Review of Biodiversity Policy and the Maintenance of Open Spaces, including recommendations for the Cabinet if appropriate, be presented to the February meeting of Scrutiny Committee.

To consider the interim report on the above Review and an opportunity for the Committee to address questions to the following Council tenants who have had Modern Homes improvements:

      I.        Mrs Alford

     II.        Mrs Burrow

    III.        Ms Cooke

  IV.        Miss Dawkins

   V.        Mr Russel

The Committee received an interim report for the Review of Modern Homes Works Customer Care. Andrew Murray, Head of Housing, introduced the report and outlined the scale and engagement of the Modern Homes programme including the roles and responsibilities towards customers of both service providers and the Council.

The following Council tenants who had Modern Homes improvements to their homes were in attendance for this item:

      I.        Mrs Alford

     II.        Miss Dawkins

    III.        Mr Russel.

The Chairman invited each of the witnesses to summarise their experience of having Modern Homes improvements, particularly with regard to the customer care procedures highlighted in paragraph nine of the report submitted.

All attending tenants wished to record their appreciation of operatives, who they felt were polite and very hard-working. One tenant reported a very good experience with their Modern Home improvements and informed the Committee that all customer care procedures had been fully adhered to. Two of the witnesses reported poor experiences with their Modern Homes improvements. Common themes included:

(i)    Works delayed or not completed to schedule.

(ii)  A lack of clarity or misunderstandings about expected improvements (for example, like-for-like replacements).

(iii)Works completed to an unsatisfactory standard, including misaligned kitchen appliances, electrical/wiring faults and flooding caused by pipework faults.

(iv)Operatives not adhering to on-site procedures such as signing in and out.

(v)   Concerns around communication from Resident Liaison Officers and no information received about how to raise a complaint.

The Committee expressed concern at the unpleasant experiences reported. Councillors understood (and felt tenants understand) that improvement works can encounter complications including delays and faults, but they also felt that tenants’ frustrations could be reduced if communication between contractors and tenants was better. Councillors appreciated the role of the Council’s Customer Care Officers, but expressed concern that the witness testimony received suggested there may be a lack of consistency of customer care.

The Committee asked that tenant witnesses be invited to attend the March 2015 meeting, when the Committee’s report will be discussed.

The Committee thanked attending witnesses for their help in this review.

RESOLVED that:

A     A final report for the Modern Homes Works Customer Care, including recommendations for the Cabinet if appropriate, be presented to the March 2015 meeting of the Scrutiny Committee.

B    The tenant witnesses be invited to attend the March 2015 meeting.

To review the Committee’s work plan for the current year.

RESOLVED that:

A     Interviews with witnesses for the Review of Hate Crime in Harlow take place at the 3 February 2015 meeting.

B     The final report for the Review of Hate Crime in Harlow is received at the 17 March 2015 meeting.

C     The work plan is noted, subject to the changes above.